How to lodge consumer complaints at home, get relief within 100 days –

The National Consumer Dispute Appeals Commission (NCDRC) launched on September 7 last year the electronic filing function of consumer complaints and their digital payments, through its online portal – eDaakhil.

As of November 27, as many as 9,800 online complaints have been lodged with the country’s consumer commissions, of which 213 cases have been resolved through eDaakhil. These included 158 cases at the district level, 18 cases at the state level and 37 cases at the national level.

In order to avoid fraudulent purchases, online merchants are required to provide product details like maximum retail price, expiration date, country of origin, refund and return details, warranty and guarantee, delivery and shipment, and other relevant details, in accordance with the Consumer Protection Act 2019.

Nidhi Khare, Chief Commissioner of the Central Consumer Protection Authority (CCPA), declared that there had been a significant reduction in complaints since these e-commerce rules were notified, paving the way for faster redress of consumer grievances.

“The intention is to educate people on what to look for when buying a commodity or taking advantage of a service. Otherwise [through the eDaakhil], the second option to address their concerns may be the national consumer helpline and the third option is to file complaints with consumer commissions, ”Union Minister Piyush Goyal said earlier. noted.

What is eDaakhil?

Responsibility for the implementation of the Consumer Protection Act rests with the Department of Consumer Affairs, which operates separately from the Department of Consumer, Food and Public Distribution, with the aim of facilitating and giving the priority to a smooth flow of consumers in the country.

EDaakhil is an online portal that allows consumers to file complaints at their convenience, from anywhere, decreasing the requirement of their physical presence at consumer commissions. In addition, it also allows consumer commissions to review such complaints submitted online and accept, reject or forward them to the relevant commission for further processing.

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Developed by the National Informatics Center (NIC), the online portal facilitates online and offline payments, and offers other features such as filing an electronic notice, downloading the case document link, the downloading of the videoconference of the hearing, the filing of a written response from the opposing party, the filing of a reply by the complainant and the subscription to alerts by SMS or email.

A total of 444 sites are covered by the jurisdiction of eDaakhil, including the NCDRC headquarters in Delhi, state commissions and district commissions. The capital was the first state to implement the e-filing system on September 8 last year. At 67, he also leads the number of cases settled via eDaakhil, followed by 38 cases settled in Maharashtra.

Other states and UTS where the electronic facility is operational include Andaman and Nicobar Islands, Bihar, Chhattisgarh, Jharkhand, Gujarat, Chandigarh, Andhra Pradesh, Telangana, Odisha, Uttar Pradesh, Madhya Pradesh, Punjab, Karnataka, Puducherry, Haryana and Nagaland.

EDaakhil has also been integrated with Common Service Centers (CSC), a mission-mode project under the Digital India program to make public services accessible to residents of remote and rural areas of the country. Therefore, consumers who do not have the access or the knowledge to use electronic devices can seek the assistance of their local CHCs to file complaints with the relevant Consumer Commission.

So how do you register a complaint with eDaakhil?

  • In order to initiate a file submission process, consumers must register on the eDaakhil portal (https://edaakhil.nic.in/eDaakhil/).
  • This requires that the user has a valid e-mail address and downloads an electronic copy of one of their identity cards: voter card, PAN card, passport, ration card, BPL / AAY card or driver’s license. These documents must be downloaded in PDF format.
  • The user will then receive an account activation link, first as an OTP on their phone, then on their email.
  • The documents required to submit a file are index; list of dates; memo of the parties; complaint with certified notarized affidavit; fees to pay for filing a consumer complaint; supporting documents in favor of the complainant, such as receipts and supporting documents, and a request for late apology with certified notarized affidavit.
  • Different sections at the time of e-fling involve details of the case, additional details of the complainant, additional details of the opposing party, uploading documents and final submission.
  • eDaakhil also allows users to check the lists of their pending drafts, pending payments and approved cases.

Steps in submitting a file:

  • Click on the ‘file a new claim’ tab, read the disclaimer and enter the value of the claim amount. Select the relevant state and district from the drop-down menu and press Continue.
  • On the next page, enter the details under the complainant details categories, opposing party details, and complainant’s lawyer details.
  • Complete the case summary of your complaint, briefly listing the relevant facts. Save the draft.
  • In case of multiple complainants, you can also go to the additional complainant tab and fill in the required information, adding information for the respective complainant’s lawyer.
  • Then download all of the aforementioned documents alongside the required sections. Four documents that must be downloaded are the index, the list of debts and events, the memo of the parties and the complaint with the affidavit.
  • To upload additional documents, click “Add Document” and provide their descriptions.
  • Refer to the details in the “Info Panel” at the bottom of the screen for tips and save your draft.
  • Then you can upload a preview of your application which would have automatically merged all submitted documents in sequential order. You may also be required to choose the consumption commission with which you must submit your file.
  • Finally, check all the boxes to confirm that all required details and documents have been submitted.
  • After pressing Finalize, you will be taken to an OTP section, which you will receive as a message on your phone. Once you have completed the WBS, you will receive an acknowledgment of receipt of your submission.
  • Then you will be taken to the pending payments section.

How to settle a consumer complaint?

  • In order to proceed with a deposited file, users are required to make a payment in online or offline mode.
    In the “pending payments” section, choose the relevant case and click on “proceed to payment”.
  • In the payment section of the filling of the case, the left side of the panel mentions the details of the online mode, while the right side mentions the offline mode. Proceed accordingly.
  • Offline payments can be made via sight bank drafts (DD) or Indian postal orders (IPO), challan or NEFT / RTGS. After submitting proof of payment, users will receive a confirmation message and can view their cases in the “cases pending approval” tab.
  • Meanwhile, online payments can be made through debit and credit cards, online banking, IMPS, UPI, or Aadhaar payments. You will be directed to the payment gateway page after choosing an option; Don’t tap back or refresh the page until payment is complete.
  • In the event of payment failure, the file will be listed in the “verify the failed transaction” category in the file submission menu.
    Your case will remain in the pending section unless approved by the board.

How can an opposing party react?

  • Opposing parties can only respond to a complaint that has been approved by the commission.
  • After logging in, users can click on the “write a response” menu and choose the “by respondent” category.
  • Search for the complaint in question by its reference number (right panel) or case number (left panel) and submit the details.
  • After you have been viewed and verified the details of the case, you can switch to the “Deposit details” tab.
  • Here you will be able to access and download the documents submitted by the complainant.
  • You can now file your response by uploading the index and affidavit, as well as any other document.
  • Check and preview the uploaded information, enter the OTP received on your phone number or email and submit your response.
  • The submitted response will remain in the “write response” menu until the committee approves it.
  • If your response is canceled, you can resubmit it.

How to file a request for a rejoinder?

  • A reply is filed by the complainant or the complainant’s lawyer.
  • To start the process, click on the “drop a replica” submenu in the drop menu on the home page.
  • A dialog box titled “my cases” will appear. Click the plus sign at the bottom left of the relevant case box, which will expand to display information about the opposing party’s details and their response.
  • In the response information area, you have the option to download all documents submitted so far and file the response.
  • You will be redirected to the case details page, where you will need to fill in the information under the “case details” and “case the case” submenus. Download the relevant documents.
  • Check and preview the uploaded information, enter the OTP received on your phone number or email and submit your reply.
  • Subsequently, the state of the replica can be viewed in the drop menu.

According to the Consumer Protection Act, consumer complaints must be dealt with within three months, when no testing of the affected products is required. In case of analysis of the product, the complaint must be processed within five months. The average time taken for redress of grievances by eDaakhil, so far has been 100 days for district commissions and 90 days for state commissions.

To file a complaint online with eDaakhil, click on here. You can also send your questions and suggestions to [email protected]

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