How to File Consumer Forum Complaint via e-Daakhil Portal — Complete Guide

When a company refuses to resolve your complaint despite repeated follow-ups, the consumer forum is your legal remedy. Thanks to the e-Daakhil portal (edaakhil.nic.in), you can now file a consumer case online — no court visits, no lawyer needed, and minimal fees.

This guide covers the complete e-Daakhil filing process, fee structure for all three tiers of consumer commissions, compensation limits, types of complaints accepted, and how to track your case.

New to consumer complaints? Start with our beginner's guide to filing consumer complaints online, which covers the full journey from company complaint to NCH mediation to forum filing.

Before You File: Exhaust These Steps First

Consumer commissions expect you to have already tried resolving the issue before approaching them. Here's the order:

1. Complain to the Company

Contact the company's customer care via phone, email, or their grievance portal. Get a complaint reference number and wait 15–30 days for resolution. Save all communication as evidence.

2. Escalate via National Consumer Helpline (1915)

If the company doesn't resolve your issue, file on the National Consumer Helpline (NCH) — a free government mediation service.

NCH mediates between you and the company. They have convergence partnerships with 900+ companies for faster resolution. If mediation fails within 15–45 days, proceed to e-Daakhil.

3. File a Formal Case on e-Daakhil

This is the legal route — the consumer commission can order compensation, refunds, and penalties that are legally binding on the company.

Understanding the Three-Tier Consumer Forum System

The Consumer Protection Act, 2019 established a three-tier dispute redressal mechanism. Which forum you approach depends on your claim amount (value of goods/services + compensation sought):

Most everyday complaints — defective phones, bad services, unfair charges, e-commerce issues — fall under the District Commission (up to ₹1 crore). You file where you live or where the transaction occurred.

Types of Complaints You Can File

Consumer commissions accept complaints related to:

• Defective goods — products that are broken, malfunctioning, or don't match the description
• Deficient services — poor quality, delayed, or incomplete services (telecom, banking, insurance, healthcare, education, travel)
• Unfair trade practices — misleading advertisements, hidden charges, bait-and-switch schemes
• Overcharging — billing above MRP or agreed price
• Restrictive trade practices — forced bundling of products/services
• Spurious/adulterated goods — fake, contaminated, or hazardous products
• E-commerce disputes — non-delivery, wrong product, refund denial on platforms like Amazon, Flipkart, Swiggy, Zomato
• Real estate — delayed possession, deviation from promised specifications
• Banking & insurance — wrongful claim rejection, hidden charges, mis-selling

Limitation period: File within 2 years from the date the cause of action arose. The commission can condone delays if you show sufficient cause.

e-Daakhil Portal: Step-by-Step Filing Process

Step 1: Register on e-Daakhil

1. Visit edaakhil.nic.in
2. Click "Complainant Registration" (or "New Registration")
3. Enter your name, email, mobile number, and set a password
4. Verify via OTP sent to your mobile
5. Complete your profile with address and ID details

Step 2: Prepare Your Documents

Before starting the case, scan and keep these ready (PDF format, each file under 5 MB):

Step 3: File the Case

1. Log in → Click "File New Case" → Select "Consumer Complaint"
2. Select forum — District / State / National based on your claim amount
3. Select district and state — where you reside or where the transaction happened
4. Complainant details — name, father's name, address, contact info
5. Opposite party details — company name, registered office address, contact details (check the company's website footer or MCA portal for registered address)
6. Complaint narration — describe what happened chronologically: what you bought, when, what went wrong, how you complained, what the company did (or didn't do)
7. Relief sought — specify exact amounts: refund (₹X), compensation for mental agony (₹X), litigation cost (₹X), interest, replacement, etc.
8. Upload documents — attach all supporting evidence
9. Upload affidavit — the signed and notarized/sworn affidavit

Step 4: Pay the Filing Fee

Pay online via net banking, debit/credit card, or UPI. See the complete fee table below.

Step 5: Submit and Track

• Click "Submit" after reviewing all details
• You'll receive a case/diary number
• The commission will review and issue a notice to the opposite party
• Track status on e-Daakhil dashboard or CONFONET

Complete Fee Structure

District Consumer Commission Fees

State Consumer Commission Fees

National Consumer Commission (NCDRC) Fees

Key takeaway: Claims up to ₹5 lakh are completely free to file. Even for larger claims, fees are a tiny fraction of the amount — making consumer forums the most affordable legal remedy in India.

Timeline: What Happens After Filing

Note: The Consumer Protection Act mandates these timelines, but actual disposal may take longer depending on the commission's workload. Hearings are often conducted via video conferencing, so you may not need to travel.

What Compensation Can You Get?

Consumer commissions can order:

• Full refund of the amount paid
• Replacement of the defective product with a new one
• Compensation for mental agony, harassment, and inconvenience
• Interest on the refund amount (typically 9–12% per annum from the date of complaint)
• Litigation costs — reimbursement of your filing fee and expenses
• Punitive damages — additional penalty on the company for negligence or unfair practices
• Corrective advertisement — company may be ordered to issue corrections for misleading ads

INGRAM Portal & App

The Integrated Grievance Redressal Mechanism (INGRAM) is the government's unified platform connecting NCH, e-Daakhil, and CONFONET.

• Website: ingram.gov.in
• App: Available on Google Play and App Store as "Consumer Helpline"
• Features: File NCH complaints, track case status, access consumer awareness resources, get legal aid information

The INGRAM app is particularly useful for tracking both your NCH mediation complaints and e-Daakhil forum cases in one place.

Tips for a Strong Consumer Case

1. Document everything from day one — save bills, screenshots, emails, and recordings
2. Send a legal notice before filing — a formal notice via registered post (not mandatory but strengthens your case and sometimes leads to immediate settlement)
3. Be specific about relief — don't just say "compensation"; mention exact amounts with reasoning
4. File in the correct forum — wrong jurisdiction can lead to rejection; when in doubt, file where you reside
5. Attend hearings (even virtual ones) — non-appearance can lead to dismissal
6. Don't exaggerate claims — commissions look favourably on reasonable, evidence-backed demands

Also useful: If you suspect fraud, you can also file an FIR online. For seeking government information related to your complaint, consider filing an RTI application.

FAQs

1. Do I need a lawyer to file on e-Daakhil?

No. Consumer forums are designed for self-representation. You can file, argue, and follow up on your case entirely by yourself. However, you may hire a lawyer if your case is complex or involves a large claim.

2. Can I file a consumer case directly without going to NCH first?

Yes. Filing with NCH is not a legal prerequisite for approaching the consumer commission. However, having proof of failed mediation strengthens your case and shows the commission you tried to resolve amicably.

3. What is the difference between e-Daakhil and CONFONET?

e-Daakhil (edaakhil.nic.in) is for filing new cases electronically. CONFONET (confonet.nic.in) is for tracking case status and accessing orders/judgments of consumer commissions across India.

4. Can I file a complaint against an e-commerce platform like Amazon or Flipkart?

Yes. Under the Consumer Protection Act, 2019, e-commerce entities are treated as service providers. You can file against the seller, the platform, or both as opposite parties.

5. What if the company doesn't comply with the consumer commission's order?

Non-compliance with a consumer commission order is a punishable offence. You can file an execution petition before the same commission. The company can face imprisonment of up to 3 years or a fine of up to ₹50,000, or both.

6. Can I appeal if I'm not satisfied with the decision?

Yes. You can appeal to the next higher commission within 30 days of the order — District → State → National → Supreme Court. A deposit of 50% of the awarded amount (or ₹50,000, whichever is less) is required for appeal.

7. Is the e-Daakhil portal available in regional languages?

Currently, e-Daakhil supports English and Hindi. However, you can submit your complaint narration and documents in your regional language — commissions in many states accept complaints in the local language.

Quick Reference

Your right to fair treatment as a consumer is protected by law. If a company has wronged you, don't stay silent — the e-Daakhil portal makes it easier than ever to seek justice from your home. File your case today.