How to File a Consumer Complaint Online in India (e-Daakhil)

Under Section 2(7) of the Consumer Protection Act 2019, a consumer is a person who buys goods or avails services for consideration — but not someone who obtains goods for resale or for a commercial purpose (with a carve-out for goods/services bought to earn a livelihood through self-employment). Importantly, the 2019 Act expressly includes online and teleshopping transactions, so e-commerce purchases are covered.

A complaint is maintainable where there is a defect in goods, a deficiency in service, an unfair or restrictive trade practice, overcharging, or the sale of hazardous goods. 'Deficiency in service' is read broadly — it covers everything from a bank's negligence to a builder's delay, an airline's mishandling, an insurer's wrongful repudiation, or a hospital's administrative lapse.

• You bought goods or availed a service for consideration (payment) — including online.
• There is a defect, deficiency, unfair trade practice, overcharging, or a hazardous product.
• You are not buying for resale or purely commercial use (livelihood self-employment is protected).

Consumer disputes are heard by a three-tier system, and the tier is decided by the value of the goods/services paid as consideration (the pecuniary jurisdiction revised in December 2021).

• District Consumer Disputes Redressal Commission — where the consideration paid does not exceed ₹50 lakh.
• State Consumer Disputes Redressal Commission — where it exceeds ₹50 lakh but not ₹2 crore.
• National Consumer Disputes Redressal Commission (NCDRC) — where it exceeds ₹2 crore.
• Territorial jurisdiction: you can file where the opposite party works/carries on business, or — a key 2019 reform — where you, the complainant, reside or personally work.

Under Section 69 of the Act, a consumer complaint must be filed within two years from the date on which the cause of action arises. The 'cause of action' is usually the date of the defective delivery, the deficient service, or the final refusal by the opposite party.

The commission can condone a delay beyond two years if the complainant shows sufficient cause and records its reasons in writing — but condonation is discretionary and never guaranteed. The safe course is to file well within the two-year window.

Although the Act does not in every case require a pre-litigation notice, sending a written demand/legal notice to the opposite party before filing is good practice. It creates a clear record of the deficiency and your demand, often prompts a settlement, and demonstrates to the commission that you gave the other side an opportunity to remedy the problem.

Keep the notice factual: identify the transaction, describe the defect or deficiency, state what you want (refund, replacement, compensation), and give a reasonable deadline to comply.

The e-Daakhil portal (edaakhil.nic.in) allows electronic filing before the District, State, and National Commissions. The broad flow is the same at each tier.

• Register on the e-Daakhil portal with your email and mobile, and verify via OTP.
• Create a new case and select the correct commission based on the claim value and your location.
• Enter the complainant and opposite-party details, the facts of the complaint, and the reliefs sought.
• Upload the complaint (with an affidavit verifying it), an index, and supporting documents (invoice, receipts, warranty, correspondence, the demand notice, and proof of payment).
• Pay the prescribed fee online; the portal generates a case/diary number to track the matter.
• The commission scrutinises the complaint, issues notice to the opposite party, and lists the matter for hearing.

The court fee for a consumer complaint is modest and slab-based on the value of the claim (lower-value claims attract a small fee; very low-value claims may be exempt). The dominant out-of-pocket cost in contested or higher-value matters is professional representation, which is optional.

On the merits, a commission can order a range of reliefs under the Act: removal of the defect or deficiency, replacement of the goods, refund of the price paid, compensation for loss or injury (including for negligence), discontinuance of an unfair trade practice, and in appropriate cases punitive damages and the cost of litigation.

• Core documents: invoice/receipt, proof of payment, warranty/guarantee, all correspondence, the demand notice, and a verifying affidavit.
• Reliefs available: repair, replacement, refund, compensation, discontinuance of unfair practice, and litigation costs.
• Representation: optional — you may appear in person; for complex or high-value matters a consumer lawyer improves the outcome.