How to file a consumer complaint online on e-Daakhil (India): a step-by-step walkthrough
Last updated: 2026-07-11
To file a consumer complaint online in India, use e-Daakhil (edaakhil.nic.in), the official portal: register and verify your account, create a complaint, add the party (seller/platform) details and your grievance with supporting documents, pay the filing fee, submit, and then track it with the reference you receive. For many everyday disputes, the easier first step is the National Consumer Helpline — call 1915 or use consumerhelpline.gov.in — which can help take up your grievance before you file anything formal.
Filing does not guarantee a refund or a particular outcome; it puts your case before a consumer commission to decide. Before you know what remedy to ask for, it helps to read what the Consumer Protection Act lets you seek.
Try the helpline first (it's easier)
For a lot of disputes — a refund not given, an order not delivered, a service gone wrong — the National Consumer Helpline is the sensible first move. Call 1915 or use consumerhelpline.gov.in. It offers guidance and can help take up your grievance, often resolving things without a formal case. If it isn't resolved there, e-Daakhil is the formal route below.
What to have ready before you file
Gather these first — it makes the online form far faster and your complaint far stronger.
| What to have ready | Why it helps |
|---|---|
| Your own contact details (an email and phone for the account and updates) | Needed to register and to receive notices about your case. |
| The other party's details — the seller and/or the marketplace, with an address | Identifies whom the complaint is against. |
| A short, factual account of what went wrong and when | This is the heart of your grievance. |
| The order or invoice, and proof of payment (the ₹ amount) | Shows what you bought and paid. |
| Any earlier complaint reference from the seller / platform grievance officer | Shows you tried to resolve it first, and dates the dispute. |
| Screenshots of messages, the listing, and the problem (photos of a defect) | Evidence the commission can weigh. |
| What you are asking for — refund, replacement, or compensation | Tells the forum the remedy you seek. |
Filing on e-Daakhil, step by step
The portal's exact menu wording can change, so follow the shape of the flow rather than memorising labels — the current screens and options are on edaakhil.nic.in itself.
- Register and verify. Create an account on e-Daakhil and verify it (typically via your email/phone). Keep your login safe.
- Start a new complaint. Begin a fresh consumer complaint and select the appropriate consumer commission for your case.
- Add the parties. Enter your own details as the complainant, and the seller and/or marketplace as the party you are complaining against, with their address.
- Write your grievance. State plainly what you bought, what went wrong, what you already did (e.g. complained to the platform), and the remedy you want — refund, replacement, or compensation.
- Attach your documents. Upload the invoice, payment proof, messages, and photos or screenshots. Clear evidence is what your case rests on.
- Pay the fee. Pay the applicable filing fee through the portal. The amount is set officially and depends on your case, so the current fee is shown on the portal — don't rely on a figure quoted second-hand.
- Submit and save the reference. Submit the complaint and note the acknowledgement / reference number. That number is how you follow up.
- Track it. Sign back in on e-Daakhil to check the status and respond to any notice or request from the commission.
How long it takes — honestly
A consumer complaint runs on the commission's process: it is acknowledged, the other side is heard, and a decision is reached — this takes time and is not a same-day refund. There is no guaranteed outcome; the forum decides on the facts and the evidence. The dependable rule: file with complete, clear evidence, keep your reference number, and respond promptly to anything the commission asks.
If you're stuck at any step
- National Consumer Helpline (1915) — consumerhelpline.gov.in, for guidance on the process and on taking up a grievance.
- Know what you can ask for — refund rights under the Consumer Protection Act 2019.
- Seller not delivering, platform not helping? The escalation-ladder guide shows what to do before and instead of filing.
All of these are linked below so you can act directly.
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