Lok Sabha Question No. 6008 (UNSTARRED), answered on 2026-04-01
Subject: e-Daakhil Portal for Consumer Disputes
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri Balabhadra Majhi, Shri P P Chaudhary, Shri Dileshwar Kamait, Shri Bibhu Prasad Tarai, Shri Khagen Murmu

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 6008

TO BE ANSWERED ON 01.04.2026

## E-DAAKHIL PORTAL FOR CONSUMER DISPUTES

6008. SHRI BALABHADRA MAJHI: SHRI P P CHAUDHARY: SHRI KHAGEN MURMU: SHRI DILESHWAR KAMAIT: SHRI BIBHU PRASAD TARAI:

## Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION be pleased to state:

- (a) the  number  of  consumer  complaints  filed  through  the  e-Daakhil  Portal  since  its  launch,  State/UT-wise including the number of complaints received from Nabarangpur Lok Sabha Constituency of Odisha and Pali Lok Sabha Constituency of Rajasthan;
- (b) the number of District, State and National Consumer Commissions integrated with the portal so far including those covering Nabarangpur Lok Sabha Constituency;
- (c) the number of cases disposed of through the said portal and the average time taken for disposal during the last three years in the country especially in Rajasthan, year-wise;
- (d) the number of awareness programmes and capacity-building workshops conducted to promote the use of the portal, particularly in Nabarangpur Lok Sabha Constituency; and
- (e) the  funds  allocated  and  utilised  for  the  portal  during  the  last  three  years,  year-wise,  including  expenditure incurred for activities in Nabarangpur Lok Sabha Constituency of Odisha?

## ANSWER

## THE MINISTER OF STATE

## CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION

## (SHRI B.L.VERMA)

(a) to (c) : The  Department  administers  a  scheme  namely  CONFONET  with  the  objective  to  set  up Information and Communications Technology (ICT) infrastructure  which includes e-Governance solution for monitoring the consumer cases filed, disposed & pending with the Consumer Commissions at National Consumer Disputes Redressal Commission (NCDRC), State Commissions and District Commissions. Under the  scheme,  e-Daakhil  portal  was  launched  in  2020  to  facilitate  online  filing,  fee  payment  and  case monitoring. Further, to modernize the existing applications with the latest technologies, the Department has launched  'e-Jagriti'  portal  (CONFONET  2.0)  on  1st  January,  2025,  which  aims  to  enhance  consumer grievance  redressal  through  a  micro-service  architecture,  Artificial  Intelligence  /  Machine  Learning integration  and  modern  features  like  faceless  onboarding  and  role-based  dashboards.  It  unifies  existing applications  (OCMS,  e-Daakhil,  NCDRC  CMS,  CONFONET)  into  a  single,  scalable  platform,  allowing users  to  file  complaints  seamlessly  from  anywhere  with  multilingual  support.  The  portal  is  designed  to provide a convenient, transparent and efficient means for consumers to seek redressal by enabling online complaint  filing,  digital  submission  of  documents,  online  payment  of  fees  and  also  supports  virtual courtrooms, enabling the hearing of cases remotely and ensuring faster disposal while reducing dependency on  physical  infrastructure.  These  features  address  bottlenecks  like  geographical  barriers,  scheduling conflicts and manual  interventions. Further,  VC  equipment  for  conducting  hearing  through video conferencing mode has already been installed and made functional at 10 benches of the National Consumer Disputes  Redressal  Commission  (NCDRC)  and  35  benches  of  State  Consumer  Disputes  Redressal Commissions (SCDRCs).

e-Jagriti  has  reduced  reliance  on  physical  proceedings  and  has  accelerated  justice  delivery.  The National  Consumer  Disputes  Redressal  Commission  (NCDRC)  and  State  Commissions  in  Chandigarh, Chhattisgarh, Himachal Pradesh, Karnataka, Madhya Pradesh, Meghalaya, Nagaland, Puducherry, Punjab, Rajasthan, Tamil Nadu, and Uttarakhand achieved disposal rates above 100% after July, 2025.

e-Jagriti  portal  is  an  integrated  platform  which  connects  all  665  District  Commissions,  36  State Commissions and  1 National commission, including the 2 District Commissions of the Nabarangpur Lok Sabha Constituency, on one single platform.

The details of the consumer cases filed and disposed by the Consumer Commissions during the last 5 years (State-wise and Year-wise) are at Annexure I .

The details of the consumer cases filed and disposed by the Consumer Commissions of Nabarangpur Lok Sabha Constituency of Odisha and Pali Lok Sabha Constituency of Rajasthan during the last 5 years are at Annexure II .

(d) & (e) :  To ensure a smooth nationwide transition from e-daakhil to e-Jagriti, the first half of 2025 was dedicated to intensive capacity building. NIC provided hands-on training to technical personnel deployed in the  Consumer  Commissions  at  National,  State  and  District  Levels  demonstrating  the  features  and functionalities  of  e-Jagriti  portal.  The  Department  conducted  regional  workshops  across  the  country  in addition to 40+ one-to-one VC meetings with States to get the feedback on e-Jagriti portal and to ensure their smooth transition to e-Jagriti portal.

For  Consumers  and  advocates,  help  documents  and  animated  tutorial  videos  have  been  uploaded besides FAQs to guide them in filing the case through the portal. To complement this, Department has also initiated Jansunwai platform  -  weekly  live  video  sessions  every  Friday  at  4:00  PM  since  August  2025, chaired  by  senior  officers  from  the  Department  of  Consumer  Affairs,  NCDRC,  NIC  and  the  National Consumer  Helpline. These interactive sessions offered instant technical support, resolved doubts, incorporated  user  feedback  and  built  lasting  trust.  Hundreds  of  consumers  and  advocates  participated  in these sessions, leading to rapid platform improvements.

In  addition,  the  Department  has  been  conducting  country-wide  multimedia  awareness  campaigns titled  'Jago  Grahak  Jago'  under  the  Consumer  Awareness  Scheme. The Department is  adopting a multichannel approach-combining physical outreach, digital initiatives, and social media campaigns-to raise large-scale  consumer  awareness  against  misleading  advertisements,  unfair  trade  practices,  dark  patterns, grievance redressal mechanisms and various other consumer related issues.

To ensure physical outreach to the Consumers, the Department participated in Maha Kumbh Mela 2025 at Prayagraj, and Surajkund Mela 2026 in Haryana. To reach citizens without smartphones or internet access, the Department carried out large-scale IVRS voice call campaigns across the country with a focus on Scheduled caste - dominated areas in 2025 in which 23 Cr calls were made. Similarly, the Department also conducted large-scale SMS campaigns in eleven languages in which 65 Cr. SMSs were sent to 15 Cr. PDS beneficiaries in first phase and 24 Cr. SMSs were sent to consumers in ST dominated areas, in 2nd phase in 2025. The Department also generated awareness by playing consumer awareness jingles on All India Radio during  ICC Men's T20 World Cup 2026 matches which was broadcasted over 24 Rainbows Stations, 66 Primary Channels & 86 Local Radio Stations of National & Regional channels of AIR.

To strengthen awareness among young and rural consumers, the Department distributed Amar Chitra Katha  comic  books  containing  consumer-rights  stories  through  EMRS  schools.  Digital  copies  of  these comics  were  also  uploaded  on  the  Rashtriya  e-Pustakalaya.  At  the  grassroots  level,  the  Department conducted weekly virtual sessions with Panchayats across various States and Union Territories during the year  2024,  2025  and  2026  wherein  more  than  lakh  number  of  Panchyats  representatives  attended  the sessions. The Department also ran a digital banner advertisement campaign in February 2026 on the IRCTC website and mobile app, generating 78.7 crore impressions during the campaign period.

It is the responsibility of the State Governments to provide infrastructure and human resources for the  Consumer  Commissions  at  the  State  and  District  level.  However,  under  CONFONET  scheme,  the Department supplements the efforts of the State Governments to set up Information and Communications Technology (ICT) infrastructure.  The  scheme  is  being  implemented  through  National  Informatics  Centre (NIC). NIC provides hardware, software and technical manpower to the Consumer Commissions through National  Informatics  Centre  Services  Inc.  (NICSI).  The  details  of  funds  released  under  the  CONFONET scheme during the last 3 years are as follows :-

| Financial Year   |   Funds Released (Rs. in Crore) |
|------------------|---------------------------------|
| 2022-23          |                           29.26 |
| 2023-24          |                           36.21 |
| 2024-25          |                           70.75 |

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## ANNEXURE REFERRED TO IN REPLY TO PARTS (a) to (c) OF THE LOK SABHA UNSTARRED QUESTION NO. 6008 TO BE ANSWERED ON 01.04.2026 REGARDING E-DAAKHIL PORTAL FOR CONSUMER DISPUTES.

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| Sl.     | Year                                    | 2021            | 2021                                                                               | 2022            | 2022                                                                               | 2023            | 2023                                                                               | 2024            | 2024                                                                               | 2025            | 2025                                                                               |
|---------|-----------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|
| Sl.     | State Name                              | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    |
| No.     | State Name                              | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) |
| 1.      | NCDRC                                   | 2697            | 1965                                                                               | 3655            | 4054                                                                               | 5816            | 6125                                                                               | 4546            | 6953                                                                               | 3402            | 4908                                                                               |
| 2.      | ANDAMAN AND NICOBAR ISLANDS             | 21              | 24                                                                                 | 23              | 36                                                                                 | 8               | 2                                                                                  | 11              | 1                                                                                  | 11              | 2                                                                                  |
| 3.      | ANDHRA PRADESH                          | 1648            | 471                                                                                | 2678            | 3372                                                                               | 3398            | 3942                                                                               | 3434            | 2672                                                                               | 3563            | 2618                                                                               |
| 4.      | ARUNACHAL PRADESH                       | 14              | 9                                                                                  | 25              | 19                                                                                 | 39              | 30                                                                                 | 40              | 26                                                                                 | 26              | 26                                                                                 |
| 5.      | ASSAM                                   | 335             | 213                                                                                | 554             | 608                                                                                | 553             | 511                                                                                | 552             | 552                                                                                | 513             | 408                                                                                |
| 6.      | BIHAR                                   | 2745            | 808                                                                                | 5277            | 3047                                                                               | 4279            | 4874                                                                               | 3928            | 3293                                                                               | 3268            | 3153                                                                               |
| 7.      | CHANDIGARH                              | 2149            | 1180                                                                               | 2135            | 1655                                                                               | 1782            | 2625                                                                               | 1741            | 1902                                                                               | 1406            | 1810                                                                               |
| 8.      | CHHATTISGARH                            | 3464            | 2147                                                                               | 2829            | 2356                                                                               | 3403            | 4662                                                                               | 3077            | 4817                                                                               | 2791            | 4032                                                                               |
| 9.      | DELHI                                   | 4053            | 1778                                                                               | 5031            | 5106                                                                               | 6063            | 8545                                                                               | 6418            | 6525                                                                               | 5574            | 5204                                                                               |
| 10.     | DADRA AND NAGAR HAVELI ANDDAMAN AND DIU | 12              | 0                                                                                  | 19              | 2                                                                                  | 31              | 0                                                                                  | 19              | 0                                                                                  | 0               | 0                                                                                  |
| 11.     | GOA                                     | 271             | 183                                                                                | 177             | 178                                                                                | 219             | 365                                                                                | 285             | 231                                                                                | 288             | 213                                                                                |
| 12.     | GUJARAT                                 | 14944           | 9751                                                                               | 14676           | 16143                                                                              | 17634           | 17226                                                                              | 18152           | 12583                                                                              | 18280           | 12553                                                                              |
| 13.     | HARYANA                                 | 10364           | 4567                                                                               | 11959           | 9002                                                                               | 13251           | 11795                                                                              | 13214           | 9674                                                                               | 12385           | 9676                                                                               |
| 14.     | HIMACHAL PRADESH                        | 1038            | 811                                                                                | 2267            | 1796                                                                               | 2415            | 2104                                                                               | 2280            | 2154                                                                               | 2280            | 1845                                                                               |
| 15.     | JHARKHAND                               | 678             | 76                                                                                 | 1923            | 2106                                                                               | 1703            | 2028                                                                               | 1389            | 1387                                                                               | 1261            | 880                                                                                |
| 16.     | JAMMU& KASHMIR                          | 0               | 0                                                                                  | 12              | 0                                                                                  | 31              | 3                                                                                  | 46              | 160                                                                                | 317             | 84                                                                                 |
| 17.     | KARNATAKA                               | 7066            | 7968                                                                               | 9035            | 11939                                                                              | 10435           | 12538                                                                              | 11872           | 10244                                                                              | 10630           | 10923                                                                              |
| 18.     | KERALA                                  | 4974            | 3719 0                                                                             | 6121            | 7198 0                                                                             | 8473 4          | 6700                                                                               | 12003           | 6778                                                                               | 12018           | 8130                                                                               |
| 19.     | LAKSHADWEEP                             | 0               |                                                                                    | 0               |                                                                                    |                 | 0                                                                                  | 2               | 2                                                                                  | 2               | 0                                                                                  |
| 20.     | MADHYA                                  | 17449           | 9158                                                                               | 16340           | 21091                                                                              | 11976           | 18309                                                                              | 10624           | 14885                                                                              | 10548           | 13800                                                                              |
| 21.     | PRADESH MAHARASHTRA                     | 20987           | 13073                                                                              | 22607           | 16757                                                                              | 18523           | 7632                                                                               | 15918           | 14939                                                                              | 16434           | 14937                                                                              |
| 22.     |                                         | 30              | 18                                                                                 |                 |                                                                                    |                 |                                                                                    |                 |                                                                                    |                 |                                                                                    |
| 24.     | MANIPUR MEGHALAYA                       | 31              | 20                                                                                 | 74              | 60                                                                                 | 50 55           | 62 60                                                                              | 91 68           | 35                                                                                 | 127 56          | 91 60                                                                              |
| 23.     | MIZORAM                                 | 56              | 113                                                                                | 67 67           | 186 108                                                                            | 64              | 53                                                                                 | 99              | 50 67                                                                              | 125             | 55                                                                                 |
| 26.     | ODISHA                                  |                 |                                                                                    |                 |                                                                                    |                 |                                                                                    |                 |                                                                                    |                 |                                                                                    |
| 25.     | NAGALAND                                | 21              | 3                                                                                  | 15              | 16                                                                                 | 14              | 15                                                                                 | 28              | 3                                                                                  | 23              | 14                                                                                 |
|         |                                         | 3426            | 2562                                                                               | 4105            | 5206                                                                               | 5924            | 7174                                                                               | 5844            | 4911                                                                               | 5631            | 3948                                                                               |
| 27.     | PUDUCHERRY                              | 48              | 2                                                                                  | 45              | 55                                                                                 | 95              | 145                                                                                | 12397           | 10741                                                                              | 172             | 174                                                                                |
| 28.     | PUNJAB                                  | 8478            | 8821                                                                               | 8151            | 8173                                                                               | 6966            | 8652                                                                               | 157 8536        | 169 6815                                                                           | 6206            | 7280                                                                               |
| 29. 30. | RAJASTHAN SIKKIM                        | 14775 16        | 11341 19                                                                           | 14812 27        | 11491 10                                                                           | 13662 56        | 12341 26                                                                           | 87              | 29                                                                                 | 11975 20        | 12473 1                                                                            |
| 31.     | TAMIL NADU                              | 2485            | 1231                                                                               | 7086            | 10026                                                                              | 7348            | 9079                                                                               | 8224            | 7494                                                                               | 8356            | 7359                                                                               |
| 32.     | TELANGANA                               | 3533            | 2566                                                                               | 4378            | 5390                                                                               | 3972            | 4571                                                                               | 4405            | 3974                                                                               | 3605            | 3300                                                                               |
| 33.     |                                         |                 | 182                                                                                |                 |                                                                                    |                 |                                                                                    | 243             | 162                                                                                | 286             | 122                                                                                |
|         |                                         | 270             |                                                                                    | 512             | 596                                                                                | 225             | 256                                                                                |                 | 548                                                                                | 939             |                                                                                    |
|         | TRIPURA UTTARAKHAND                     | 1659            | 1327                                                                               | 2217            | 2224                                                                               | 1102            | 929                                                                                | 709             |                                                                                    |                 | 1807                                                                               |
| 34. 35. | UTTAR PRADESH                           | 14988           | 13414                                                                              | 20428           | 25782                                                                              | 19023           | 25657                                                                              | 17733           | 19630                                                                              | 16550           |                                                                                    |
| 36.     | WEST BENGAL                             | 4687            | 2219                                                                               | 6353            | 7080                                                                               | 5692            | 6743                                                                               | 5009            | 3915                                                                               | 3828            | 15751 2944                                                                         |

ANNEXURE  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  to  (c)  OF  THE  LOK  SABHA UNSTARRED QUESTION NO. 6008 TO BE ANSWERED ON 01.04.2026 REGARDING EDAAKHIL PORTAL FOR CONSUMER DISPUTES.

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| Sl.   | Year                                     | 2021            | 2021                                                                               | 2022            | 2022                                                                               | 2023            | 2023                                                                               | 2024            | 2024                                                                               | 2025            | 2025                                                                               |
|-------|------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|-----------------|------------------------------------------------------------------------------------|
| No.   | District Name                            | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    | Number of Cases | Number of Cases                                                                    |
| No.   | District Name                            | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) | Filed           | Disposed (also includes the cases disposed which were filed in the previous years) |
| 1     | Jodhpur 1 (Pali Constituency)            | 96              | 331                                                                                | 466             | 475                                                                                | 292             | 311                                                                                | 470             | 84                                                                                 | 89              | 216                                                                                |
| 2     | Jodhpur 2 (Pali Constituency)            | 403             | 737                                                                                | 446             | 877                                                                                | 530             | 912                                                                                | 403             | 197                                                                                | 519             | 481                                                                                |
| 3     | Pali (Pali Constituency)                 | 117             | 82                                                                                 | 136             | 83                                                                                 | 147             | 92                                                                                 | 128             | 76                                                                                 | 156             | 56                                                                                 |
| 4     | Malkangiri (Nabarangapur Constituency)   | 125             | 103                                                                                | 107             | 50                                                                                 | 99              | 24                                                                                 | 62              | 27                                                                                 | 51              | 36                                                                                 |
| 5     | Nabarangapur (Nabarangapur Constituency) | 131             | 141                                                                                | 92              | 151                                                                                | 54              | 30                                                                                 | 103             | 180                                                                                | 98              | 49                                                                                 |

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