A recent report by a Parliamentary Standing Committee has raised concerns about the low case resolution rate under the government’s flagship e-Daakhil portal, which was launched to streamline consumer grievance redressal through digital means.
e-Daakhil: A Digital Push with Mixed Results
The e-Daakhil platform, introduced under the Consumer Protection Act, 2019, aimed to simplify the filing of consumer complaints online without the need for physical visits. While the platform did see increased registrations, the committee noted a troubling gap between cases filed and cases resolved.
According to official data, out of over 24,000 complaints filed, only around 1,800 cases have been resolved so far — raising concerns over digital backlog and ineffective monitoring mechanisms.
Key Observations by the Committee:
Poor Case Disposal Rate: Despite initial enthusiasm, the platform is lagging in actual dispute resolution.
Digital Infrastructure Gaps: Several state forums lack the necessary tools and training to process cases online.
Limited Awareness: Many consumers, especially in rural areas, are unaware of the platform’s availability or how to use it.
Judicial Delays: Insufficient manpower and technical issues have further slowed down proceedings.
Recommendations:
The panel urged the Ministry of Consumer Affairs to take urgent corrective measures, including:
Appointing more support staff and technical experts at the district and state levels.
Conducting training sessions for forum officials.
Launching awareness campaigns to promote the portal across India.
India Advocacy’s Take:
At India Advocacy, we recognize the critical role of platforms like e-Daakhil in improving consumer access to justice. However, tech-driven reforms must be backed by robust support systems to ensure timely and fair outcomes.
We assist clients in drafting, filing, and following up on consumer complaints — both online and offline — ensuring speedy redressal and compliance.
