NCDRC – File an Online Complaint on E-DAAKHIL to National Consumer Disputes Redressal Commission

National Consumer Disputes Redressal Commission (NCDRC) is a quasi-judicial body for the redressal of consumer disputes under the Consumer Protection Act, 2019. The act ensures the promotion and protection of the rights of each consumer.

The consumer disputes redressal commission has 3 tier structure of National and state commissions and district commissions for speedy and inexpensive resolution of consumer disputes. The Consumer Protection councils are established at the Center, headed by the Minister In-charge of the Department of Consumer Affairs in central government.

Each State and District also has these councils headed by the Minister-in-charge of Consumer Affairs in the state governments to promote consumer awareness and their rights.

Basic Structure of Consumer Disputes Redressal Commission:

• At present, 678 District Commissions, 35 State Commissions, and the National Consumer Disputes Redressal Commission are at the apex to resolve the cases of consumer disputes.
• District Commission is headed by the person who is eligible to be or is a sitting district judge.
• The State Commission is headed by a judge of the High Court.
• The National Commission is headed by the sitting or retired judge of the supreme court of India. This commission was first constituted in the year 1988.

Consumers can register complaints against the product or the service provider to the concerned consumer commission based on the amount. You can first file a grievance to the National Consumer Helpline (NCH) by the toll-free number.

You can register grievances to NCH about financial fraud & scams, fake or low-quality products, and services, refusal to refund the payment, public services, and other products and services. Then you can approach the Consumer Commissions to get a resolution of your disputes related to the product or service.

How to Register a Complaint to Consumer Commission/Court?

The Consumer Commission has a 3-tier system to redress consumer disputes based on the amount for the compensation or product/service. The apex consumer court is the National Consumer Disputes Redressal Commission (NCDRC). The others are at the state and district-level consumer commissions as mentioned in the basic structure of the Commission.

Consumers can register a complaint on the online complaint portal E-DAAKHIL or can also use the toll-free IVRS number (currently on the trail) to lodge a grievance about the products and services or against the company.

The CONFONET (Computerization and Computer Networking of Consumer Forums in the Country) is an integrated portal that connects all the consumer commissions and also consumers can track the status of the case.

As per the Consumer Protection Act, 2019 the public utility service is defined as:

• The transport services for passengers and goods – air, road, or waterways.
• The postal, telephone, telegram, broadband, or telecom services.
• Supply of power, light/electricity, water, fuel (LPG/Petro/Diesel or other), or natural gas to the public by any establishments.
• Insurance services, and
• Service connection with working of any major port or docket.

The best way to register a complaint is by the online E-DAAKHIL portal further to know the fee and the concerned consumer commission to raise the grievance, read the instructions as mentioned.

Consumer Commissions and Value of Goods and Services

The cases or disputes based on the value of goods and services can be redressed by these consumer commissions. The functions and dispute redressal mechanisms of commissions are divided based on the amount of the disputed product or service.

The Limit of the Case Value of Each Consumer Commission as per the Consumer Protect Act, 2019:

Consumer Rights

If these consumer rights are violated by any company or service provider, you may file a complaint with the Consumer Commission or can get help from National Consumer Helpline Number.

File an Online Complaint to E-DAAKHIL

E-DAAKHIL is an online consumer grievance filing (e-filing) portal where you can register an online complaint to any listed consumer commission. You will not need to submit a physical or written application or petition to the registry of the commission.

This online case filing system provides an easy user interface for complainants and advocates to submit their complaints. It ensures faster and more transparent delivery of justice. The number of online complaints through E-DAAKHIL is about 10,000 filed till 2021.

Online Portal to File an Online Complaint to E-DAAKHIL:

E-mail your queries and suggestions to – e-daakhil@nic.in (E-DAAKHIL Support Desk)

Procedure to File a Case at E-DAAKHIL Portal

Step 1: Account Registration as Complainant or Advocate.

• Visit the link to register an account to file a case.
• Fill out the required personal details and address.
• Select the ID proof and upload a PDF file of the document.
• Submit it and activate the link from the e-mail that you got and OTP.

Step 2: Log in to the E-DAAKHIL Account to File a case or appeal.

• Visit the link, and log in to your E-DAAKHIL account from the table.
• From the menu, select filing (by complainant/advocate).
• Click the file new case.
• Click on ‘Consumer Case CC” in the new consumer section.
• Fill out the required information and amount details on the form.
• Select your commission based on the amount of claim (goods and services).
• Click the Submit Button.

Step 3: Fill out the following details on the Online Consumer Complaint Form.

• Case Details – Complaint details, Opposite party details, Complaint advocate details (optional), and summary of the case.
• Additional Complainant (Optional) – Add the details of the group of complainants, complaint details, and complainant advocate.
• Additional Opposite Party Details (Optional) – If the opposite party is more than one.
• Upload the documents – Index (list of the documents), lists of the dates and events, Memo of the parties (with complete address), compliant with the affidavit, or add other documents to support your case.
• Note – The Documents should be filed in English language only or translated copy of any other language.
• Must provide the signature on the last pages of the copy of the true documents to verify the trustworthiness.

Step 4: Finalize and submit the application.

• Preview your application form.
• Enter the Consumer Helpline Number (If already registered a complaint on National Consumer Helpline)
• Click the finalize button and pay the fee (if applicable).

Remember – Note down the reference/case number to track the status of the case. For this, you can visit the link to track the case status from the table above.

Applicable Fees of Consumer Commission

The fees to file a consumer case on the claimed amount or value of the goods and services are defined in the Consumer Protection Act, 2019. You can pay the fee by the online portal of E-DAAKHIL to submit your case.

The Applicable Fees:

These are the fees of the consumer commission that the complainant has to pay to register a case.

Useful Online Services

Track Case Status by SMS

If you have a weak internet connection then the complainant can track the case status and can know the date of the next hearing by sending an SMS to CONFONET.

Instructions:

Send an SMS to 7738299899 in the given format (for case information):
CONFONET StateID/DIstrictID/CaseNumber

Examples:

1. National Commission – If your case number is PK/1/2022 and filed a case at NCDRC (National Commission) then send an SMS as:
   CONFONET 0/0/PK/1/2022
2. State Commission – If your case number is FD/1/2022 and filed at State Commission, Uttar Pradesh, then send an SMS as:
   CONFONET 14/0/FD/1/2022
3. District Commission – If your case number is AR/1/2022 and filed at Dehradun, Uttarakhand, then send an SMS as:
   CONFONET 15/65/AR/1/2022

Download – Click Here for State & District Consumer Commission ID

CONFONET IVRS Helpline Number to Know Case Status

CONFONET NCDRC IVRS System allows the complainant to know the case status and also get information about the case. You can call the number to use this IVRS service. This is the easiest way for any consumer to track the status of the registered complaint to the Consumer Commission.

Instructions:

• The IVRS Helpline Number is 01124300661
• Click and call this number.
• Follow the instructions of the IVRS voice assistant.
• Case number – pronounce the exact case number (example – FP/1/2022) and to confirm it says ‘yes’.

Read More: Procedure of CONFONET NCDRC IVRS System

Address and Contact Details of Consumer Commission

1. National Consumer Disputes Redressal Commission (NCDRC)

• Address: Upbhokta Nyay Bhawan, ‘F’ Block, GPO Complex, INA, New Delhi- 110023.
• PBX No: 01124608801, 01124608802
• Fax No: 01124651505, 01124658505
• E-mail: ncdrc@nic.in
• Contact Details/Directory: Official Members | Public Information Officers (PIO)

2. State and District Commissions

Also Read: File Complaint to Food Safety and Standard Authority of India (FSSAI)

Appeal to State and Nation Consumer Commission

As per the Consumer Protection Act, 1986 and (amendment 2019), The consumer can file the first appeal to the state or national consumer commission against the previous judgment or order of the concerned district or state commission. You will have to submit the appeal within 30 days after the date of the final order.

You can file an appeal by online portal E-DAAKHIL with the instructions provided in the manual and videos in the help desk section. Visit the link to log in and appeal to higher consumer commissions. You can also file an appeal by written application form as prescribed by the Consumer Commission.

Time Limit to file an Appeal after final order:

Physical Application Form to File an Appeal to State and National Consumer Commission:

Important Links of NCDRC:

All these services are available online on the E-DAAKHIL portal where you can file an appeal or revised petition with just a click.

Steps to File an Online Appeal on E-DAAKHIL

First, log in at the E-DAAKHIL portal using your registered e-mail and password and follow the instructions:

• From the menu click File New case.
• Select the first appeal in the state commission or,
• Select the first appeal/Revision petition/ second appeal in NCDRC.
• Enter the consumer case number and search.
• Select the case, fill it out, and submit the appeal form.

Note – The revision petition and second appeal can only be filed in the National Consumer Disputes Redressal Commission against the final order of the state commission.

Tips – If you are not satisfied with the final order of the NCDRC even after the verdict of the appeal then you may approach the Supreme Court of India within 45 days after the final order of the commission.

Categories of Consumer Services

The categories of consumer services for which complaints can be registered to the Consumer Disputes Redressal Commission are:

Any other category that is specified under the Consumer Protection Act, 2019.

Grounds to Claim Compensation

The claim can be compensated by the manufacturer or service provider for the paid product or service if:

• Defects in product or design
• The cheap quality or not as mentioned on the label
• A deviation from the labelled specifications.
• Refusal to repair within the warranty period
• Lack of safety or no guidelines to use.
• Products or services have lower standards and have harmful effects.
• refund, payment, or higher charges than the MRP rate.

The Compulsory Minimum Particulates in any Bill or Invoice

These are the minimum particulates that should be in any invoice, cash memo, bill, or receipt for any goods and service:

• The name and address of the seller;
• A consecutive serial number not exceeding sixteen characters, in one or multiple series.
• Date of its issue;
• Name of the consumer;
• Description of goods or services;
• Quantity, in the case of goods;
• Shipping address, where applicable;
• Taxable value and discounts;
• Rate of tax;
• Signature of the seller or his authorized representative;
• Customer care number or e-mail ID, where available, and
• The total price in a single figure, along with the breakup price shows all the compulsory and voluntary charges, such as delivery charges, postage and handling charges, conveyance charges, and the applicable tax.

The bill or invoice can be in physical or electronic form. Always remember, that the serial number on the bill should not be removed, altered, replaced, or crushed in any form.

Type of Relief by Consumer Commission

• The refund of the amount paid for the goods or service
• Direction to Remove/repair the defects from the product
• Replacement of the manufactured product or any physical good
• The compensation as specified by the commission for the loss or injury suffered due to a service or product
• Repair the deficiencies & defects in product & service
• To stop, discontinue or ban unfair trade practices or restrictive trade practices.
• Total Ban of hazardous goods or pressurize to follow the guidelines to prevent hazardous goods from being offered for sale or produce.
• If loss of injury/harm is faced by a large number of consumers, then compensation amount must be paid (not less than 25% of product or service value) as determined by the commission.
• Issuing guidelines to correct misleading or fake advertisements and can order to pay a refund or compensation amount.
• To provide adequate and fair costs to parties or consumers

Reference

• The Consumer Protection Act, 2019
• Consumer Commission Rules and General Rules
• E-DAAKHIL Handbook and Manual
• Consumer Rights 
• Procedure to lodge a complaint – Confonet