How to file a consumer complaint online on e-Daakhil

Keep your bill and proof of payment, then find the Consumer Commission from the value of the goods or services paid as consideration (District up to Rs 50 lakh, State up to Rs 2 crore, National above that). File within two years of the cause of action. The Department of Consumer Affairs says its e-Jagriti platform now integrates the older e-Daakhil system, so register there with an OTP.

This guide covers online complaints under the Consumer Protection Act, 2019 (the Act). For what to try first with a defective product, see Got a Defective Product or Bad Service? Filing a Consumer Complaint Without a Lawyer.

e-Daakhil or e-Jagriti: which portal?

Many people still search for e-Daakhil. A Press Information Bureau release of 16 November 2025 says e-Jagriti, launched on January 1, 2025, "integrates legacy systems like OCMS, e-Daakhil, NCDRC CMS and CONFONET into a single, seamless interface". The National Consumer Helpline site links to it at e-jagriti.gov.in. The legal basis is the proviso to section 35(1), under which a complaint "may be filed electronically in such manner as may be prescribed". Follow the portal's on-screen prompts.

Step by step

1. Check you can complain. Under section 35(1)(a) a complaint about goods or services may be filed by the consumer to whom they were sold or provided, or one "who alleges unfair trade practice in respect of such goods or service".
2. Collect your papers. Regulation 7(4) of the Consumer Protection (Consumer Commission Procedure) Regulations, 2020 says every complaint "shall clearly contain particulars of dispute and the relief claimed". It must also be accompanied by "copies of such documents as are necessary to prove the claim made in the complaint", such as the bill, proof of payment and your messages with the seller.
3. Find the Commission by value. Use the table below, which turns on the value of the goods or services paid as consideration.
4. Pick the place. For a District Commission, section 34(2) allows filing where the opposite party carries on business or has a branch office, where the cause of action arises wholly or in part, or where "the complainant resides or personally works for gain".
5. Check the time limit. Section 69(1) says a Commission "shall not admit a complaint unless it is filed within two years from the date on which the cause of action has arisen".
6. Register and file on e-Jagriti. The Department describes "simple OTP-based registration" and says the platform supports filing complaints, digital or offline fee payments and real-time case tracking. State the dispute and relief sought, and attach your documents.
7. Pay the fee. Section 35(2) requires the prescribed fee, payable in electronic form too. The Department says integration with "Bharat Kosh and PayGov gateways ensures hassle-free fee payments". Keep the receipt and the acknowledgment: the Department says the platform sends SMS and email alerts, including "successful e-filing acknowledgments".

Which Commission, and what is the fee?

The provisos to sections 34, 47 and 58 let the Central Government prescribe another value, and the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021 (G.S.R. 912(E), 30 December 2021) did so. The District Commission may entertain complaints where the value paid as consideration "does not exceed fifty lakh rupees". The State Commission takes complaints where it "exceeds fifty lakh but does not exceed two crore rupees", and the National Commission those where it "exceeds two crore rupees".

The fee table is the one substituted into rule 7 of the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 by G.S.R. 606(E) of 17 August 2023. The Commission column is our reading of it against the 2021 Rules. Unfair contract complaints are separately covered by sections 47(1)(a)(ii) and 58(1)(a)(ii).

Figures are as notified in the 2021 and 2023 Rules. Check the portal for the amount shown when you file.

What happens after you file

• Scrutiny. If there is a defect in the filing, regulation 9(2) of the Procedure Regulations says you are informed "asking them for removing the defects within fifteen days".
• Admission. Under section 36(2), "the admissibility of the complaint shall ordinarily be decided within twenty-one days from the date on which the complaint was filed". If the Commission does not decide in time, section 36(3) says "it shall be deemed to have been admitted".
• Notice to the other side. For goods, section 38(2)(a) has a copy sent within twenty-one days of admission, "directing him to give his version of the case within a period of thirty days or such extended period not exceeding fifteen days as may be granted by it".

What you can get back

If the Commission is satisfied that the goods are defective or the allegations about services or unfair trade practices are proved, section 39(1) lets it direct the opposite party to do one or more things. These include "to replace the goods with new goods of similar description which shall be free from any defect", "to return to the complainant the price, or, as the case may be, the charges paid by the complainant along with such interest on such price or charges as may be decided". It can also direct compensation "for any loss or injury suffered by the consumer due to the negligence of the opposite party" and "to provide for adequate costs to parties". No outcome is promised.

Other ways to raise it

The National Consumer Helpline lists toll free 1915 (8AM to 8PM), WhatsApp +918800001915 and an online "Register Grievance" option. For online purchases, see Can a seller refuse returns on sale items? What the law says. For an airline refund, see Flight cancelled? How to get your refund in India.

Sources

• Consumer Protection Act, 2019, Gazette of India.
• Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021, G.S.R. 912(E).
• Consumer Protection (Consumer Disputes Redressal Commissions) (Amendment) Rules, 2023, G.S.R. 606(E).
• Consumer Protection (Consumer Commission Procedure) Regulations, 2020.
• Press Information Bureau release on e-Jagriti, 16 November 2025.
• National Consumer Helpline, Department of Consumer Affairs.

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