E-Daakhil Portal Now Available Nationwide

The E-Daakhil portal has been successfully launched across all states and union territories in India. The recent inauguration in Ladakh on 22nd November 2024 marks milestone for consumer rights in the country. This initiative comes in response to the need for a streamlined process for filing consumer complaints, especially during challenging times like the COVID-19 pandemic. The portal aims to enhance accessibility and efficiency in the grievance redressal system.

Overview of E-Daakhil

E-Daakhil is an online platform designed to simplify the process of filing consumer complaints. It allows users to submit grievances without the need for physical presence. This innovation promotes consumer rights and ensures quick resolution of issues. The portal was first launched on 7th September 2020 and has since expanded its reach.

How to Use the E-Daakhil Portal

Consumers can easily register on the E-Daakhil portal. The registration process involves receiving a One-Time Password (OTP) on a registered mobile number or an activation link via email. Once registered, users can file complaints, pay fees, and track the status of their cases online. This digital approach reduces paperwork and enhances transparency.

Impact on Consumers

The E-Daakhil portal has improved the consumer grievance redressal process. It has enabled individuals from remote areas to access justice without travelling long distances. Numerous success stories illustrate its effectiveness. For instance, a complainant received compensation for a faulty product, while another was refunded for a failed transaction.

Future Developments – E-Jagriti

The government is also set to launch the E-Jagriti platform. This initiative aims to further enhance the consumer experience by streamlining case filing and management. E-Jagriti will facilitate better communication among all parties involved, leading to faster resolutions. The focus on digitisation will reduce delays and improve the overall efficiency of the justice system.

Current Statistics

As of now, over 281,024 users have registered on the E-Daakhil portal. A total of 198,725 cases have been filed, with 38,453 successfully resolved. These numbers reflect the portal’s growing acceptance and its potential to transform consumer rights in India.

Government Commitment

The Department of Consumer Affairs is dedicated to continuously improving the E-Daakhil platform. The aim is to adapt to the evolving needs of consumers and enhance the overall grievance redressal system. This commitment puts stress on the government’s focus on empowering consumers and ensuring their rights are upheld.

Questions for UPSC:

1. Critically examine the role of technology in enhancing consumer rights in India.
2. Discuss in the light of current consumer protection laws, the significance of digital platforms in grievance redressal.
3. Explain the challenges faced by consumers in accessing justice prior to the introduction of online complaint systems.
4. With suitable examples, discuss the impact of the COVID-19 pandemic on consumer behaviour and grievance redressal mechanisms.

Answer Hints:

1. Critically examine the role of technology in enhancing consumer rights in India.

1. Technology facilitates easy access to consumer grievance redressal through platforms like E-Daakhil.
2. It enables a paperless, transparent process, reducing the need for physical presence.
3. Online platforms allow for quicker filing and tracking of complaints, enhancing efficiency.
4. Increased awareness of consumer rights through digital channels empowers consumers.
5. Technology bridges the gap for consumers in remote areas, ensuring equal access to justice.

2. Discuss in the light of current consumer protection laws, the significance of digital platforms in grievance redressal.

1. The Consumer Protection Act 2019 mandates timely resolution of complaints, supported by digital platforms.
2. Digital platforms streamline the complaint process, making it more user-friendly and accessible.
3. They enhance transparency in the grievance redressal process, encouraging trust among consumers.
4. Online systems reduce delays and improve case management, aligning with legal requirements.
5. Such platforms are critical in adapting to the evolving landscape of consumer needs and rights.

3. Explain the challenges faced by consumers in accessing justice prior to the introduction of online complaint systems.

1. Consumers often faced geographical barriers, requiring travel to distant consumer forums.
2. Long processing times and bureaucratic hurdles delayed the resolution of complaints.
3. Lack of awareness about consumer rights and available mechanisms hindered access to justice.
4. Physical filing processes were time-consuming and often involved important paperwork.
5. Limited resources and support systems made it difficult for consumers to navigate the legal landscape.

4. With suitable examples, discuss the impact of the COVID-19 pandemic on consumer behaviour and grievance redressal mechanisms.

1. The pandemic increased reliance on online services, including digital complaint filing through E-Daakhil.
2. Consumers sought quick resolutions due to heightened frustrations with service disruptions.
3. Examples include cases of faulty products and failed transactions being resolved efficiently online.
4. COVID-19 brought into light the need for accessible grievance redressal, accelerating the adoption of digital platforms.
5. Overall, consumer behavior shifted towards prioritizing convenience and speed in resolving issues.