What Is the E-Daakhil Portal?
The E-Daakhil Portal is an official online platform provided under the Consumer Protection Act, 2019 to help consumers file complaints digitally with consumer commissions (district, state, or national). It aims to simplify and speed up the process of seeking justice for grievances related to goods and services.
Who Can Use the E-Daakhil Portal?
You can use the E-Daakhil portal if you meet certain eligibility criteria defined under the Consumer Protection Act, 2019. The platform is meant for genuine consumers who have faced unfair practices and wish to resolve their disputes lawfully and efficiently.
You are a consumer who has been wronged
The E-Daakhil system is designed for individuals who have purchased goods or availed services for personal use and later faced issues such as:
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Receiving defective or substandard goods.
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Experiencing deficiency in services like poor customer support, delayed delivery, or misrepresentation.
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Being misled by false advertising or unfair trade practices.
If you have been cheated, overcharged, or suffered loss due to negligence or false promises by a seller, manufacturer, or service provider, you are well within your rights to file a complaint using this platform.
You have all supporting evidence
To strengthen your complaint, it’s essential to have proper documentation. The E-Daakhil portal allows you to upload these directly while filing your case:
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Invoices, bills, or purchase receipts to prove the transaction.
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Warranty or guarantee cards that show product coverage.
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Screenshots or emails that document conversations or promises made.
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Bank statements or payment proofs showing that you paid for the product or service.
Having clear and organized evidence makes your complaint credible and helps the Consumer Commission take faster, more accurate action.
You want to file a complaint in the correct jurisdiction
Your complaint must be filed in the jurisdiction where the cause of action arose. In simpler terms, this means:
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Where the seller or service provider operates,
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Where the transaction took place, or
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Where you, the consumer, reside or work.
Selecting the right jurisdiction ensures that your case is accepted and heard without unnecessary delay. The E-Daakhil portal simplifies this step by automatically helping you choose between District, State, or National Consumer Commissions based on the value of your claim.
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Documents You’ll Need
Before filing a complaint on the E-Daakhil Portal, it’s important to gather and organize all the necessary documents that support your case. These records act as proof of purchase, evidence of the issue faced, and verification of your communication with the seller or service provider.
Having complete and well-arranged documentation strengthens your complaint and helps the Consumer Commission assess your case quickly and fairly.
Here’s what you should prepare before starting:
1. Proof of Purchase
These documents establish that you actually bought or paid for the goods or services in question:
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Invoices, bills, or receipts — preferably showing the seller’s name, amount paid, and date of purchase.
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Payment confirmations — such as UPI screenshots, bank statements, or transaction IDs.
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Online order confirmations or shipping details, if the purchase was made through an e-commerce site.
2. Warranty or Guarantee Documents
If your product or service came with a warranty or guarantee, it should be uploaded to prove that the issue occurred during the coverage period. This is crucial for complaints about defective electronics, vehicles, or appliances.
3. Communication Records
Keep evidence of all your attempts to resolve the issue directly with the opposite party before filing a complaint. Upload:
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Emails or chat screenshots showing your grievance and the seller’s response.
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Customer care call records or reference numbers.
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Letters or written correspondence, if any.
These communications demonstrate that you tried to settle the issue amicably before approaching the commission.
4. Visual Proof (if applicable)
When dealing with physical goods or property, photographs or videos showing the defect, damage, or poor service quality are extremely valuable. Examples include:
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Damaged or incomplete products received through courier.
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Faulty construction, poor finishing, or defects in materials.
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Screenshots of misleading advertisements or false claims.
🧩 5. Supporting Legal or Reference Documents
Depending on your complaint type, you may also attach:
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Terms and Conditions or product manuals.
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Previous complaint acknowledgments from the company or helpline (like NCH).
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Power of attorney or authorization letters, if you’re filing through a representative or lawyer.
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How to Lodge a Complaint: Step-by-Step
- Visit the official E-Daakhil website: https://edaakhil.nic.in/
- Click on “Sign Up” to create a user account using your email and phone number.
- Select “File New Complaint.”
- Choose the appropriate consumer commission.
- Enter complaint details and upload supporting documents.
- Pay the prescribed fee online.
- Submit your complaint and note your complaint number.
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What Happens After Filing?
Once your complaint is successfully submitted on the E-Daakhil Portal, the process begins immediately and follows a structured legal path designed for transparency and efficiency.
1. Forwarding to the Consumer Commission:
Your complaint is automatically routed to the appropriate District, State, or National Consumer Commission based on the value and nature of your grievance. The commission formally acknowledges receipt and begins preliminary assessment to ensure all documents and details are in order.
2. Acknowledgment and Tracking:
You’ll receive a unique complaint reference number, which allows you to track the progress of your case in real time through the portal. Updates are also shared via SMS and email notifications so that you remain informed at every stage.
3. Notice to the Opposite Party:
The Commission issues a formal notice to the opposite party (the seller, service provider, or manufacturer). They are legally bound to submit their written response within the prescribed time period.
4. Hearings — Online or In-Person:
Depending on the Commission’s procedures and the complexity of the matter, hearings may take place virtually (via video conferencing) or in person at the Commission’s office. Both parties are given a fair opportunity to present their evidence, arguments, and supporting documents.
5. Evaluation and Order:
After hearing both sides, the Commission evaluates the facts and evidence presented. If your complaint is found valid, it may order refunds, replacements, compensation, or other corrective measures to remedy the issue.
6. Escalation Option:
If you are not satisfied with the decision, you have the legal right to appeal before a higher forum — from the District Commission to the State Commission, or from the State Commission to the National Commission, as applicable.
7. Recordkeeping:
All case documents, submissions, and orders remain stored digitally on the E-Daakhil platform. This ensures permanent, tamper-proof access to your case history, which can be downloaded for future use or legal reference.
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Benefits of Using E-Daakhil
- Fast, paperless process
- Real-time case tracking
- Digital documentation and transparency
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Tips for a Successful Complaint
Filing a complaint through the E-Daakhil Portal is straightforward, but following certain best practices can greatly improve your chances of success. Proper preparation and clarity help the Consumer Commission quickly understand your grievance and make a fair decision.
1. Be Clear, Concise, and Factual
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Focus only on the key facts of your case: what happened, when it happened, and how it affected you.
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Avoid emotional or accusatory language — it reduces credibility and distracts from the main issue.
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Clearly identify the product or service involved, the defect or deficiency, and the outcome you are seeking (refund, replacement, compensation, etc.).
2. Organize and Upload Documents Properly
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Ensure that all evidence is in PDF format and neatly titled (e.g., Invoice_10_March_2025.pdf or Email_Complaint_to_Seller.pdf).
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Include receipts, emails, warranty cards, screenshots, and any correspondence with the opposite party.
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Arrange the documents in chronological order, as it helps the commission follow your case easily.
3. Mention Previous Communication Efforts
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Before filing, show that you made genuine efforts to resolve the issue directly.
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Attach copies of emails, chats, or letters sent to the seller or service provider, even if they didn’t respond.
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This demonstrates that you approached the Commission only after trying reasonable alternatives.
4. Use Bullet Points and Structured Formatting
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When writing your complaint, divide it into sections or bullet points for clarity.
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Present issues step-by-step — it helps the reader quickly grasp your main points without confusion.
5. Maintain Professionalism and Respectful Tone
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Always use formal, polite language throughout your complaint.
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Avoid personal remarks, assumptions, or emotional outbursts.
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A professional tone makes your submission appear serious and credible.
6. Double-Check Your Details Before Submitting
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Reconfirm your name, email, phone number, and address for accuracy.
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Check that you have selected the correct jurisdiction and compensation range before final submission.
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Once submitted, errors in personal or case details can delay the process.
By following these tips, you increase your chances of getting a prompt and favorable resolution while maintaining a professional and persuasive case presentation.
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