How to File a Consumer Complaint Online Through the e-Daakhil Portal in India: Process, Documents, Fees, and Timeline

Kaustav Chowdhury
3 days ago
8 min read

Filing a consumer complaint in India has become significantly easier with the launch of the e-Daakhil portal (edaakhil.nic.in). Whether you have purchased a defective product, received poor service, or been subjected to unfair trade practices, the e-Daakhil platform allows you to file and track consumer complaints online without visiting any court physically. This article explains the complete process of filing a consumer complaint through the e-Daakhil portal, including eligibility, documents, fees, timeline, and what to do if your complaint is rejected.

What Is the e-Daakhil Portal?

The e-Daakhil portal is the official online platform introduced under the Consumer Protection Act, 2019 for electronic filing of consumer complaints. It is managed by the Department of Consumer Affairs, Government of India, and allows consumers to file complaints before the District Consumer Disputes Redressal Commission, the State Consumer Disputes Redressal Commission, and the National Consumer Disputes Redressal Commission (NCDRC). The portal enables consumers to upload evidence, pay court fees online through BharatKosh, track case status, and participate in hearings via video conferencing. As of 2025, the e-Daakhil portal has been rolled out across all states and union territories in India, including Ladakh.

Who Can File a Consumer Complaint on e-Daakhil?

Under Section 2(5) of the Consumer Protection Act, 2019, the following persons can file a consumer complaint:

(a) A consumer, meaning any person who buys goods or hires/avails services for consideration (this includes online and offline transactions).

(b) Any recognised consumer association, whether the consumer who is a member of that association has authorised it or not.

(c) One or more consumers, where there are numerous consumers having the same interest, with permission of the Commission, on behalf of all such consumers.

(d) The Central Government or any State Government.

(e) In case of the death of a consumer, his or her legal heir or representative.

The complaint can also be filed through an advocate. An advocate must register on the portal with their Bar Council enrolment number.

Grounds for Filing a Consumer Complaint

A consumer complaint can be filed on the following grounds under Section 35 of the Consumer Protection Act, 2019:

1. Defective goods: Products that are defective in quality, quantity, purity, or standard, or that do not comply with any express or implied warranty.

2. Deficiency in service: Any fault, imperfection, shortcoming, or inadequacy in the quality, nature, or manner of service that is required to be maintained under any law or contract.

3. Unfair trade practices: Adopting unfair methods or deceptive practices, including misleading advertisements, false guarantees, or hidden charges.

4. Overcharging or excess charging: Charging a price in excess of the price fixed by any law or displayed on the goods or packaging.

5. Hazardous goods or services: Offering goods or services that are dangerous to life and safety when used as intended.

Jurisdiction: Which Commission to Approach

Under the Consumer Protection Act, 2019, jurisdiction is determined by the value of goods or services and the consideration paid:

District Consumer Disputes Redressal Commission: Claims up to Rs. 1 crore (Section 34).

State Consumer Disputes Redressal Commission: Claims exceeding Rs. 1 crore and up to Rs. 10 crore (Section 47).

National Consumer Disputes Redressal Commission (NCDRC): Claims exceeding Rs. 10 crore (Section 58).

The territorial jurisdiction is determined by the place where the opposite party resides or carries on business, or where the cause of action (the purchase or receipt of service) arose. The complaint must be filed within two years from the date on which the cause of action arose (Section 69). If there is a delay, the consumer must file an application for condonation of delay explaining the reason for the late filing.

Step-by-Step Process to File a Consumer Complaint on e-Daakhil

Step 1: Register on the e-Daakhil Portal

Visit edaakhil.nic.in and click on "Register." Select whether you are a "Consumer" or an "Advocate." Enter your name, email address, mobile number, and a valid identity proof (voter ID, PAN card, passport, driving licence, or ration card). Upload a scanned copy of the identity proof in PDF format. Verify your registration through the OTP sent to your mobile number and activation link sent to your email.

Step 2: Log In and Start a New Complaint

Log in with your registered credentials. From the dashboard, click on "File New Case." Select the type of case (Consumer Complaint, Appeal, or Execution Application). Choose the appropriate Commission based on the pecuniary jurisdiction of your claim.

Step 3: Fill in Complainant and Opposite Party Details

Enter the details of the complainant (your name, address, phone number, and email). Enter the details of the opposite party (the seller, manufacturer, or service provider against whom you are complaining), including their full name and registered address.

Step 4: Upload the Complaint and Supporting Documents

Upload the complaint document (drafted as per the format prescribed by the Commission) along with an index, list of dates, memo of parties, and a notarized affidavit verifying the complaint. Upload all supporting documents such as purchase invoices, receipts, warranty or guarantee cards, written communications (emails, messages, letters), photographs or screenshots of the defective product or deficient service, bank statements or payment proofs, and any prior complaint references. All documents must be in PDF format, with a maximum file size of 5 MB per document.

Step 5: Pay the Filing Fee

The portal will calculate the applicable filing fee based on the value of your claim and the Commission you have selected. Payment is made through the BharatKosh portal (the central government's Non-Tax Receipt Portal) using net banking, debit card, or credit card. The fee amount depends on the slab applicable to your claim (see the Fees section below). Once payment is confirmed, a receipt is generated.

Step 6: Submit and Receive Acknowledgement

After successful submission and payment, the portal generates a unique complaint number. You will receive a confirmation on your registered email and mobile number. The complaint is then forwarded to the registry of the relevant Commission for scrutiny. If the documents are in order, the case is registered and a date of hearing is communicated to both parties.

If you are unfamiliar with the process of sending a formal demand to the opposite party before filing, you may refer to our guide on how to send a legal notice in India for a detailed breakdown of the format and procedure.

Documents Required for Filing on e-Daakhil

The following documents are required when filing a consumer complaint on the e-Daakhil portal:

1. Index of documents filed.

2. List of dates and events in chronological order.

3. Memo of parties (names and addresses of the complainant and opposite party).

4. The complaint, clearly stating the facts, the relief sought, and the value of the claim.

5. A notarized affidavit attesting the truth of the complaint.

6. Purchase invoice, bill, or receipt.

7. Warranty or guarantee card (if applicable).

8. Copies of written communications with the opposite party (emails, letters, messages).

9. Photographs or screenshots of the defective product or evidence of service deficiency.

10. Bank statements or payment proofs showing the transaction.

11. Any prior complaint references (complaint to the company, grievance redressal cell, etc.).

12. If filing beyond two years, an application for condonation of delay with a notarized affidavit explaining the reason for the delay.

Since the complaint must be supported by a notarized affidavit, you may wish to consult our article on how to get a document notarized under the Notaries Act, 1952 for the detailed notarization process.

Filing Fees for Consumer Complaints

Under Rule 7 of the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020, the filing fees for consumer complaints before the District Commission are as follows:

Claims up to Rs. 5 lakh: Nil (no fee).

Claims above Rs. 5 lakh and up to Rs. 10 lakh: Rs. 200.

Claims above Rs. 10 lakh and up to Rs. 20 lakh: Rs. 400.

Claims above Rs. 20 lakh and up to Rs. 50 lakh: Rs. 1,000.

Claims above Rs. 50 lakh and up to Rs. 1 crore: Rs. 2,000.

For complaints before the State Commission and the NCDRC, the fees are higher but still nominal compared to regular civil court fees. For claims exceeding Rs. 2 crore (NCDRC jurisdiction), the filing fee starts at Rs. 5,000. All payments must be made electronically through the BharatKosh portal. Persons holding a BPL (Below Poverty Line) ration card can apply for a full exemption from fees by submitting a copy of their BPL card or an income certificate from the Tehsildar.

Timeline for Disposal of Consumer Complaints

Under Section 38(7) of the Consumer Protection Act, 2019, the District Commission is required to decide a complaint within a period of three months from the date of receipt of the notice by the opposite party where the complaint does not require analysis or testing of the goods, and within five months if analysis or testing of goods is required. However, in practice, the actual time taken may vary depending on the complexity of the case, the number of adjournments, and the workload of the Commission. Typically, cases filed through e-Daakhil are tracked digitally, which helps reduce procedural delays.

Appeal Process After an Order

If you are dissatisfied with the order of the District Commission, you can file an appeal before the State Commission within 45 days of the order under Section 41 of the Consumer Protection Act, 2019. Similarly, orders of the State Commission can be appealed before the NCDRC within 30 days under Section 51, and orders of the NCDRC can be appealed before the Supreme Court within 30 days under Section 67. For a detailed explanation of the appeal process, you may refer to our guide on how to file an appeal against an order of the Consumer Disputes Redressal Commission.

If the opposite party fails to comply with the order of the Commission, you may file an execution petition to enforce the order. Our article on how to file an execution petition under Order 21 CPC explains the enforcement process in detail.

Common Mistakes to Avoid When Filing on e-Daakhil

1. Filing before the wrong Commission: Always check the pecuniary and territorial jurisdiction before filing. A complaint filed before the wrong Commission will be returned or rejected.

2. Missing the two-year limitation: Consumer complaints must be filed within two years from the date the cause of action arose. Failing to file within this period without a valid explanation will lead to rejection.

3. Not attaching a notarized affidavit: A complaint without a notarized affidavit verifying the facts is incomplete and will not be registered.

4. Uploading documents in incorrect format: The portal only accepts PDF files with a maximum size of 5 MB each. Other formats (JPEG, Word documents) will not be accepted.

5. Incomplete opposite party details: If the name and address of the opposite party are incorrect or incomplete, the Commission will not be able to issue notice, and the complaint may be dismissed.

6. Not preserving original documents: While you upload copies on the portal, you must retain the originals for production during hearings.

If your complaint involves an insurance-related dispute, you may also consider approaching the Insurance Ombudsman. Our article on how to file a complaint against an insurance company in India provides a detailed guide on the IRDAI and Insurance Ombudsman process.

Key Takeaways

1. The e-Daakhil portal (edaakhil.nic.in) is the official online platform for filing consumer complaints under the Consumer Protection Act, 2019. It is available across all states and union territories in India.

2. Consumer complaints can be filed for defective goods, deficiency in service, unfair trade practices, overcharging, and hazardous goods or services.

3. There is no filing fee for claims up to Rs. 5 lakh before the District Commission. Fees for higher claims are nominal and payable through BharatKosh.

4. The complaint must be filed within two years from the date the cause of action arose.

5. A notarized affidavit supporting the complaint is mandatory. All documents must be uploaded in PDF format (maximum 5 MB each).

6. The District Commission is required to decide complaints within three to five months, though practical timelines may vary.

7. Appeals against orders of the District Commission must be filed before the State Commission within 45 days.

For related consumer protection matters, you may also find it useful to read about the Supreme Court's ruling on manufacturer liability in cases of product malfunction, which discusses when a manufacturer can be held directly liable for defects.

If the opposite party claims that the dispute is purely contractual and not a consumer matter, our article on the Supreme Court's ruling that mere breach of contract is not cheating unless fraudulent intent existed may be relevant to your case.