One-Third of 1.09 Lakh Consumer Complaints on e-Daakhil Resolved in Three Years
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Synopsis
In a significant update from the Parliament, it was revealed that out of 1,09,962 consumer complaints filed via the e-Daakhil platform, 34,019 have been successfully resolved over the past three years, highlighting the effectiveness of this consumer grievance redressal system.
Key Takeaways
- 34,019 out of 1,09,962 consumer complaints resolved.
- 'e-Daakhil' portal launched on September 7, 2020.
- Video conferencing facilities enhanced under CONFONET scheme.
- National Consumer Helpline revamped for easier access.
- Available in 17 languages for diverse consumer reach.
New Delhi, March 18 (NationPress) A total of 34,019 consumer grievances out of the 1,09,962 accepted through the 'e-Daakhil' platform were resolved over the past three years, according to the Parliament's statement on Tuesday.
The Minister of State (MoS) for Consumer Affairs, Food and Public Distribution, B.L. Verma, mentioned in a response in Rajya Sabha that the 'e-Daakhil' portal was inaugurated on September 7, 2020, to enable electronic filing of consumer complaints and is available in all states and Union Territories.
This portal was established in compliance with the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020, which outline the procedure for electronically filing complaints with the National Commission, State Commissions, and District Forums.
Regarding the budget allocated for improving video conferencing capabilities at State and District Consumer Forums, the MoS indicated that under the CONFONET scheme, video conferencing tools have been set up and are operational at 10 benches of the National Consumer Disputes Redressal Commission (NCDRC) and 35 benches of State Consumer Disputes Redressal Commissions (SCDRCs).
MoS Verma emphasized the efforts made for consumer awareness, stating that the Department of Consumer Affairs has been actively promoting awareness through extensive multimedia campaigns across the country.
These initiatives are carried out under the banner of 'Jago Grahak Jago', aiming to reach every consumer nationwide by utilizing traditional media such as All India Radio, Doordarshan, fairs, and festivals, alongside social media platforms.
In response to another inquiry, the MoS stated that the National Consumer Helpline (NCH) has been overhauled, serving as a centralized point for consumers throughout the nation to address grievances before litigation.
This helpline is accessible in 17 languages, including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese, and Manipuri, enabling consumers from diverse regions to file their complaints via the toll-free number 1915.
The grievances can be submitted through the Integrated Grievance Redressal Mechanism (INGRAM), an IT-enabled central portal, via various channels: WhatsApp (8800001915), SMS (8800001915), email (nch-ca@gov.in), the NCH app, the web portal (consumerhelpline.gov.in), and the UMANG app, providing consumers with convenience and flexibility.
The helpline operates diligently from 8 a.m. to 8 p.m. daily, except on national holidays.
To improve accessibility further, a call-back service is available.
A dedicated call center has been set up to guarantee timely service.
Highlighting the helpline's popularity in Odisha, the MoS noted that 32,378 complaints were lodged between January 1, 2024, and February 28, 2025, with 31,524 complaints being resolved.
