Lok Sabha Question No. 3272 (UNSTARRED), answered on 2023-08-09
Subject: e-Daakhil
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Poonamben Hematbhai Maadam

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 3272

TO BE ANSWERED ON 09.08.2023

## E-DAAKHIL

## 3272.  SHRIMATI POONAMBEN MAADAM:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) whether the e-daakhil portal has increased efficiency in resolving consumer complaints and improve the consumer complaint filing process;
- (b) if so, the details thereof and the features and functionalities of the e-daakhil portal;
- (c) the  details  of  the  number of registered users and the total number of complaints admitted to the edaakhil portal since its launch, State/UT-wise;
- (d) whether the Government has taken any steps to improve the accessibility of the e-daakhil portal for consumers belonging to rural areas and may face challenges; and
- (e) if so, the details thereof?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h ( श्री अश्विनी कु मार चौबे )

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI ASHWINI KUMAR CHOUBEY)

(a), (b), (d) & (e)  : Consumer  Protection  Act,  2019  together  with  the  Consumer  Protection  (Consumer Dispute Redessal Commissions) Rules, 2020 provide for e-filing of complaints in National Commission, State Commissions and District Commissions. E-daakhil portal was launched for speedy, effective, accessible and hassle-free resolution of cases through electronic filing of complaints. So far, besides National Commission, e-filing facility has been operationalised in 34 States/UTs. The features of E-daakhil inter-alia include facility for  user  registration,  online  fee  payment,  application  status,  rejoinders,  SMS/mail  alert  and  uploading  of complaint documents.

E-daakhil  has  eliminated  the  need  for  physical  presence  and  allows  consumers  to  file  complaints, submit  documents,  and  respond  to  queries  from  anywhere  irrespective  of  place  of  residence/workplace including rural areas. E-daakhil platform provides facility for online payment of court fees, real-time access to the status of the case and uploading of case related documents.

- (c) :  The  details  of  number  of  registered  users  and  the  total  number  of  cases  admitted  to  the  Edaakhil portal since its launch, State/UT-wise is annexed.

## ANNEXURE  REFERRED  IN  REPLY  TO  PART  (c)  OF  LOK  SABHA  UNSTARRED QUESTION NO. 3272 FOR 09.08.2023 REGARDING E-DAAKHIL.

---------------------------------------------------------------------------------------------------------------------------

| S. No.   | State/UTs                     |   Registered Users |   Cases Admitted |
|----------|-------------------------------|--------------------|------------------|
| 1        | Andaman &Nicobar              |                115 |               52 |
| 2        | Andhra Pradesh                |               4027 |              197 |
| 3        | Arunachal Pradesh             |                 81 |               18 |
| 4        | Assam                         |               1196 |               54 |
| 5        | Bihar                         |               6058 |              380 |
| 6        | Chandigarh                    |               1274 |             1824 |
| 7        | Chhattisgarh                  |               1543 |              120 |
| 8        | Dadar Nagar Haveli &Daman Diu |                 97 |                0 |
| 9        | Delhi                         |              20565 |             2133 |
| 10       | Goa                           |                409 |               38 |
| 11       | Gujarat                       |               7821 |              625 |
| 12       | Haryana                       |               8603 |              598 |
| 13       | Himachal Pradesh              |               1083 |              162 |
| 14       | Jammu &Kashmir                |                799 |                0 |
| 15       | Jharkhand                     |               2831 |             1003 |
| 16       | Karnataka                     |              10908 |             2112 |
| 17       | Kerala                        |               3677 |              198 |
| 18       | Lakshadweep                   |                  6 |                1 |
| 19       | Madhya Pradesh                |               8232 |             8037 |
| 20       | Maharashtra                   |              21775 |             2732 |
| 21       | Manipur                       |                 61 |                0 |
| 22       | Meghalaya                     |                 80 |                8 |
| 23       | Mizoram                       |                 32 |                1 |
| 24       | Nagaland                      |                 30 |                2 |
| 25       | Odisha                        |               3253 |              448 |
| 26       | Puducherry                    |                137 |                3 |
| 27       | Punjab                        |               3888 |              493 |
| 28       | Rajasthan                     |               7923 |              498 |
| 29       | Sikkim                        |                 73 |                0 |
| 30       | Tamil Nadu                    |               6934 |              540 |
| 31       | Telangana                     |               6457 |              101 |
| 32       | Tripura                       |                265 |               21 |
| 33       | Uttar Pradesh                 |              19342 |             2154 |
| 34       | Uttrakhand                    |               1956 |              123 |
| 35       | West Bengal                   |               7622 |              494 |
| Total    | Total                         |             159153 |            25170 |

E-daakhil facility was launched in NCDRC (National Consumer Disputes Redressal Commission) on 07.09.2020 and since its inception 1644 cases have been admitted in the NCDRC.