New Delhi: The Indian flagship Online Platform for Consumer Complaints, E-Daakhil, solved less than a quarter of the complaints received since the launch, the parliamentary panel said on Tuesday and indicated a lack of supervision and responsibility despite the government’s pressure on digital redization.
Only 23% of the total complaints filed through the platform have been solved so far without any specialized performance monitoring system or legal schedule, said the Permanent Committee on Consumer, Food and Public Distribution Affairs. The Committee expressed disappointment with the Ministry of Consumer for not taking previous recommendations for institutional reforms and again called for urgent remedial steps.
“The Committee remains concerned with a permanently low rate of 23%… IT (Ministry) does not provide essential information about the steps that are undertaken to solve an outstanding solution or accelerate the case,” the report says.
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The E-Daakhil portal started in September 2020 by the National Consumer Transport Commission (NCDRC) to offer consumers a cost-effective mechanism without paper to file complaints, follow progress and make payments online. As of November 27, 2024, more than 198,000 complaints were resolved through data from the Ministry for Consumer Affairs, which solved 38,453.
The 23% resolution rate reflects the cumulative performance since the launch of the portal, but the Ministry did not publish a clear level of solution to the default solution from the period before 2020.
Under the Consumer Protection Act of 2019, complaints that do not require product testing or professional analysis must be resolved within three months of the date on which the notification is received by the opposite party. If the testing or entry of experts is required, the law sets the maximum resolution timeline after five months.
Questions sent by the Ministry for Consumer Affairs have remained unanswered until the press period.
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Experts argue that the limited impact of the portal stems from its proposal, but from the absence of an institutional subsequent passage.
“If there is no mechanism to measure what will happen after complaint, then the platform will only become a fired cabinet,” said Ashim Sanyal, CEO, Consumer Voice, NGOs for Consumer Defense.
The report also caused concerns about the delay in performing basic infrastructure under Confonet, a government IT backbone for consumer courts. Of the 45 video conferencing systems that are scheduled for March 2024, only six were in place-all in NCDRC-JAKO in the period, Panel said.
The delay not only added to the pending regulations, but also left more than £30 CRORE in FY24 Funds UNSTRUNT, a panel chaired by Kanimozhi Karunanidhi, he said.
“We have applied for a very basic measure from the Ministry, which is the administrator of consumer rights. The introduction of the monitoring mechanism for compensation would bring greater transparency and significantly accelerate the complaint solutions,” said Ranjet Ranjan, Rajya Sabha MP and committee member, Mint.
The Ministry attributed the lack of expenses to procedural restrictions within the government e-marketing (GEM), which allows payments only after full delivery. However, the Committee found that the explanation of insufficient and repeated its call for the creation of a specialized project management unit that monitors the timeline of implementation.
In a written response of 14 May 2025, the Ministry for Consumer Affairs stated that the implementation agency, the National Information Center (nothing), completed the installation on only six NCDRC benches by 15 March. “According to GEM conditions, the payment can only be released after 100% delivery. Therefore, the funds could not be published in 2023–24,” the ministry said.
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The panel said it was particularly concerned about the fact that the ministry failed to set up a dedicated monitoring cell, a step that previously recommended to monitor key performance indicators and ensure the law on the Consumer Protection Act.
“Therefore, the Committee will repeat its original recommendation for a reserved monitoring mechanism and urge the separation to take urgent and specific steps to improve the case of the case and reduce the suspension,” the report said.
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