How to File an Online Complaint under e-Daakhil Portal for Substandard Courier Delivery Deficiencies Disputes

Introduction

In today’s digital era, people have become increasingly dependent on online services, whether it is online shopping, courier services, food delivery, or other e-commerce platforms. With just a few clicks, goods can be ordered from almost anywhere and delivered to the consumer’s doorstep. These services have made everyday tasks easier, saved valuable time, and provided consumers with convenience at affordable costs. The remarkable growth of e-commerce in India has further strengthened consumers’ reliance on courier and logistics services for the timely, safe, and efficient delivery of goods.

Imagine eagerly waiting for a parcel, only to receive a notification stating that it has been delivered when, in reality, you have received nothing. In other instances, the parcel may be delivered to the wrong address, arrive in a damaged condition, or reach the consumer after an unreasonable delay. Such situations are not merely inconveniences; they may amount to deficiency in service under the Consumer Protection Act, 2019.

Recognising the need for an effective consumer redressal mechanism, the Consumer Protection Act, 2019 provides a legal framework for addressing such grievances. Section 35 of the Act lays down the procedure for instituting a consumer complaint before the appropriate Consumer Commission. With the advancement of digital governance, the complaint filing process has also evolved. The e-Daakhil system, now integrated into the e-Jagriti platform, enables consumers to file complaints electronically and seek redressal in a convenient and accessible manner.

This article examines the legal framework governing deficiencies in courier services, explains the online complaint filing process through the e-Daakhil/e-Jagriti platform, and provides practical guidance to consumers seeking an effective remedy under the Consumer Protection Act, 2019.

Consumer Protection Act, 2019 and Deficiency in Courier Services

The Consumer Protection Act, 2019 was enacted by replacing the Consumer Protection Act, 1986, with the objective of strengthening consumer rights and addressing the challenges arising from the growth of e-commerce, digital transactions, and modern markets. The primary aim of the Act is to provide a comprehensive mechanism for the protection of consumers and the speedy redressal of disputes relating to goods and services. Unlike its predecessor, the 2019 Act also recognises e-commerce transactions and modern service providers, thereby adapting the law to the needs of a rapidly digitalising society.

Before understanding the procedure for filing an online complaint, it is essential to identify who is protected under the Act. Section 2(7) of the Consumer Protection Act, 2019 defines a consumer as a person who purchases goods or hires or avails of any service for consideration. The definition covers both offline and online transactions. However, goods purchased or services availed for a commercial purpose are generally excluded from the scope of the Act, subject to certain statutory exceptions. Therefore, a person who avails courier services after paying the prescribed charges qualifies as a consumer under the Act.

Once it is clear who is protected under the Act, the next question is what exactly is protected. The answer lies in the rights of consumers. These rights are infringed when there is a deficiency in service. In the context of courier services, such deficiency forms the very foundation of a consumer dispute.

Section 2(11) of the Consumer Protection Act, 2019 defines deficiency as any fault, imperfection, shortcoming, or inadequacy in the quality, nature, or manner of performance of a service that is required to be maintained by law or under a contract. Simply put, deficiency in service refers to the failure of a service provider to perform its obligations in the manner expected by law or promised to the consumer. In the case of courier services, deficiency may include unreasonable delay in delivery, delivery of the wrong parcel, loss of the consignment, negligent handling resulting in damage, failure to provide proper tracking updates, or refusal to address the consumer’s grievance. Such shortcomings amount to deficiency in service and make the service provider liable under the Consumer Protection Act, 2019.

When a courier service is deficient, the consumer is not left without remedies. Depending upon the facts of the case, the consumer may seek compensation for the loss suffered, claim a refund wherever applicable, receive quality service, and approach the appropriate Consumer Commission by instituting a consumer complaint under the Act.

While the Consumer Protection Act, 2019 provides the legal framework for protecting consumer rights, the effectiveness of these rights depends upon the availability of an accessible grievance redressal mechanism. To make these remedies more accessible, the Government introduced the e-Daakhil system, which has now been integrated into the e-Jagriti platform. The following section discusses this online platform and its significance in facilitating consumer dispute redressal.

Understanding the Digital Consumer Redressal Mechanism

We all face problems relating to courier services, but what do we usually do? More often than not, we end up ignoring these deficiencies to avoid what appears to be a lengthy and complicated legal procedure. Many consumers hesitate to pursue genuine grievances because they associate the complaint process with extensive paperwork, repeated visits to the Consumer Commission, and unnecessary expenditure of time and money. This was largely because consumer complaints were traditionally filed through the physical mode.

Today, most of us prefer digital solutions. Whether it is shopping, banking, booking tickets, or accessing other essential services, we expect everything to be available at the click of a button. It is only natural that consumers now expect legal remedies to be equally accessible. An important question, therefore, arises—how can a consumer practically approach the Consumer Commission without undergoing lengthy physical procedures? To address this challenge, the Government introduced the e-Daakhil portal.

The next question that naturally comes to mind is—what is e-Daakhil? The e-Daakhil portal is the official online consumer complaint filing platform launched by the National Consumer Disputes Redressal Commission (NCDRC) under the Consumer Protection Act, 2019. It enables consumers, as well as their advocates, to electronically file complaints, upload supporting documents, pay the prescribed fees, and track the status of their consumer disputes before the District, State, and National Consumer Commissions without the need to be physically present at every stage of the proceedings. The portal has now been integrated into the e-Jagriti ecosystem. In simple terms, the e-Daakhil portal serves as a bridge between consumers and the Consumer Commissions by providing a convenient digital platform for consumer dispute redressal.

Certainly, there are several advantages of filing complaints online as compared to the traditional physical mode. But how does this portal benefit consumers? The registration process is completely online, eliminating the need to visit any office. Supporting documents can be uploaded electronically, and the prescribed fee can also be paid online, enabling consumers to file complaints from anywhere. The case-tracking feature allows consumers to stay updated on the current status of their complaints. These features not only reduce paperwork but also improve accessibility, enhance transparency, and save both time and costs. As a result, the process of seeking consumer justice has become more convenient and efficient.

However, merely knowing about the existence of the e-Daakhil portal is not enough. Simply being aware that there is an online platform for filing consumer complaints will not help unless consumers understand the procedure for instituting a complaint. Therefore, the following section explains the complete step-by-step procedure for filing a complaint through the e-Daakhil portal.

Procedure for Filing an Online Complaint through the e-Daakhil Portal (now e-Jaagriti portal)

Since 1 January 2025, the standalone e-Daakhil portal no longer exists. It has been merged into the e-Jagriti platform, which is now the official portal for registration and filing consumer complaints. Now that we have understood what the e-Daakhil portal is and how it benefits consumers, the next question is—how can a consumer actually file an online complaint? Although the process is simple and user-friendly, every step should be completed carefully. A small mistake while entering details or uploading documents may unnecessarily delay the complaint. Therefore, understanding the procedure beforehand makes the filing process much smoother.

Step 1: Register Yourself on the e-Jagriti Portal

The first step is to visit the official e-Jagriti portal, which now incorporates the erstwhile e-Daakhil system for online filing of consumer complaints. Consumers should always ensure that they are using the official Government website and avoid private websites claiming to provide similar services for a fee. Registration on the portal can be completed by either the consumer or an advocate by entering basic details such as the name, mobile number, and e-mail address. The portal verifies the user through an OTP sent to the registered mobile number or an activation link sent to the registered e-mail address. Once the verification process is completed, the consumer can create login credentials and access the portal to file the complaint.

• It is advisable to register using an active mobile number and e-mail address, as all future communications relating to the complaint are generally sent through these registered contact details.

Step 2: Log in and Initiate a Fresh Complaint

Once the registration process is completed, the consumer can log in to the portal using the registered credentials. After logging in, the dashboard provides an option to initiate a fresh complaint. Before proceeding further, the portal requires the user to read and accept the prescribed terms and conditions. Once the terms are accepted, the consumer may begin the process of filing the complaint.

One important point to remember is that a consumer is not required to engage an advocate merely for filing a complaint through the e-Daakhil portal. The Consumer Protection Act, 2019 permits consumers to appear and present their own case before the Consumer Commission. However, if the consumer considers legal assistance necessary, there is no restriction on engaging an advocate.

•  Before starting a fresh complaint, keep all the necessary documents readily available. This makes the filing process smoother and reduces the chances of leaving the complaint incomplete midway.

Step 3: Enter the Details of the Parties

At this stage, the consumer is required to furnish the details of both the complainant and the opposite party. The complainant should carefully provide personal details such as name, complete address, mobile number, and e-mail address, as these particulars are used by the Consumer Commission for all future communications relating to the complaint. Therefore, it is advisable to ensure that all the information entered is accurate.

Thereafter, the details of the opposite party are to be entered. In disputes relating to courier services, the opposite party would ordinarily be the courier company against whom the complaint is being filed.

Sometimes, however, the dispute may involve both the seller and the courier company. In such cases, it is advisable to implead both as opposite parties. This helps avoid a situation where one party shifts the responsibility to the other and enables the Consumer Commission to determine the liability of each party more effectively.

• Before entering the details of the opposite party, verify the correct legal name and official address of the courier company from its website, invoice, or receipt. Incorrect particulars may result in delays in issuing notices.

Step 4: Select the Appropriate Consumer Commission

Once the details of the parties have been entered, the next step is to select the appropriate Consumer Commission before which the complaint is to be filed. The portal requires the complainant to choose the relevant State, District, and the appropriate Consumer Commission.

While selecting the Commission, the consumer should ensure that the complaint is being filed before the forum having the appropriate jurisdiction under the Consumer Protection Act, 2019. Filing the complaint before the correct Commission at the very beginning helps avoid unnecessary procedural objections and delays at a later stage.

• Before selecting the Consumer Commission, verify both the territorial and pecuniary jurisdiction to ensure that the complaint is being filed before the competent forum. Spending a few extra minutes on this step can save considerable time later if the complaint is found to have been filed before the wrong Commission

Step 5: Draft the Consumer Complaint

This is the most important stage of the entire process because the complaint forms the foundation of the case. Therefore, while drafting the complaint, the consumer should narrate the facts in a clear, concise, and chronological manner. It is advisable to mention the booking date, consignment or tracking number, the promised date of delivery, the actual deficiency in service, and the efforts made by the consumer to resolve the dispute with the courier company before approaching the Consumer Commission.

Equally important is the relief claimed. The consumer should clearly specify the remedy sought, whether it is the refund of the courier charges, refund of the value of the goods, compensation for the financial loss suffered, compensation for mental agony and harassment, replacement of the goods, or litigation costs. A clearly drafted prayer enables the Consumer Commission to understand the exact relief sought without any ambiguity.

• While drafting the complaint, avoid using emotional or exaggerated language. State only the relevant facts supported by documents and evidence. A well-drafted complaint supported by proper evidence is always more convincing than one based merely on emotions.

Step 6: Upload the Supporting Documents

Once the complaint has been drafted, the next step is to upload all the supporting documents. These documents constitute the evidence on which the complaint is based. Depending upon the nature of the dispute, the consumer may upload the courier receipt, tracking details, invoice of the goods, photographs of the damaged parcel, screenshots, e-mails, or any correspondence exchanged with the courier company. Wherever required, the signed complaint and affidavit should also be uploaded.

Before uploading the documents, the consumer should ensure that they are clear, legible, and uploaded in the format and size prescribed on the portal. Properly arranged and labelled documents help the Consumer Commission understand the dispute more easily and facilitate the smooth processing of the complaint.

• Arrange the documents in chronological order and give each file an appropriate name before uploading them. Well-organised documents make it easier for the Consumer Commission to understand the sequence of events and reduce the chances of confusion during the proceedings.

Step 7: Pay the Prescribed Fee

After uploading the necessary documents, the next step is to pay the prescribed filing fee through the online payment facility available on the portal. The amount of the fee depends upon the value of the claim made in the complaint. For disputes involving smaller claim amounts, the prescribed fee is generally nominal and, in certain cases, may even be exempt under the applicable rules.

The facility of online payment has made the filing process much more convenient by eliminating the need to visit government offices or banks solely for depositing the prescribed fee. As a result, the entire process can be completed from the comfort of the consumer’s home.

• Before making the payment, verify the applicable filing fee based on the value of the claim and keep a copy of the payment receipt or transaction details. It may be useful for future reference in case of any payment-related issue.

Step 8: Review, Submit and Track the Complaint

Before finally submitting the complaint, the consumer should carefully review every detail entered on the portal. Particular attention should be paid to the names of the parties, contact details, uploaded documents, and the relief claimed. Once satisfied that all the particulars are correct, the complaint may be submitted online.

After the successful submission of the complaint, the portal generates a unique complaint reference number. This number should be carefully preserved, as it is required for tracking the progress of the complaint and for all future correspondence relating to the case. The consumer can subsequently log in to the portal to monitor the status of the complaint and receive updates regarding the proceedings.

• It is advisable to save or print the complaint reference number and the acknowledgement generated by the portal immediately after submission. These records may be useful for future correspondence and while tracking the status of the complaint.

Judicial Approach towards Deficiency in Courier Services

Merely knowing the provisions of the Consumer Protection Act, 2019 and the procedure for filing an online complaint is not enough. It is equally important to understand how the courts have interpreted these provisions while deciding disputes relating to courier services. Judicial decisions help us understand the extent of a courier company’s liability and the circumstances in which a consumer can claim compensation. Some important decisions in this regard are discussed below.

Bharathi Knitting Co. v. DHL Worldwide Express Courier Division of Airfreight Ltd.

One of the leading decisions relating to courier services is Bharathi Knitting Co. v. DHL Worldwide Express Courier Division of Airfreight Ltd. In this case, a consignment entrusted to the courier company was not delivered, resulting in a dispute regarding the liability of the courier company. While deciding the matter, the Supreme Court observed that the rights and liabilities of the parties are not governed only by the Consumer Protection Act but also by the terms and conditions accepted at the time of availing the courier service. Accordingly, the Court upheld the validity of contractual clauses limiting the liability of the courier company, provided such clauses are not contrary to law.

This decision reminds consumers that while the Consumer Protection Act provides an effective remedy against deficiency in service, they should also be aware of the terms and conditions governing the courier service. Reading these terms before booking a consignment may help consumers understand the extent of compensation that can be claimed in case of any dispute.

Tata Chemicals Ltd. v. Skypak Couriers Pvt. Ltd.

Another important decision is Tata Chemicals Ltd. v. Skypak Couriers Pvt. Ltd. The dispute in this case also related to the liability of a courier company for the services provided by it. While deciding the matter, the Supreme Court reaffirmed the principle laid down in Bharathi Knitting Co. and observed that contractual terms agreed upon by the parties cannot ordinarily be ignored. However, where deficiency in service is established on the basis of the facts and evidence of the case, the consumer is entitled to seek the remedies available under the Consumer Protection Act.

The decision shows that every consumer dispute is decided on its own facts. The Consumer Commission does not merely examine whether a parcel was lost or delayed; it also considers the evidence produced by the parties and the contractual obligations of the courier company before granting relief.

Judicial Trend

Apart from these decisions, Consumer Commissions across the country have consistently granted relief where courier companies failed to provide services with reasonable care and diligence. Compensation has been awarded in cases involving loss of consignments, unreasonable delay in delivery, delivery to the wrong person, damage to parcels, and failure to address consumer grievances. However, the relief granted depends upon the facts of each case, the nature of the deficiency in service, the evidence placed before the Commission, and the actual loss suffered by the consumer.

Thus, the judicial approach clearly reflects that courier companies are expected to provide efficient and reliable services and may be held liable where their negligence causes loss or inconvenience to consumers. These decisions further strengthen the objective of the Consumer Protection Act, 2019 by ensuring that consumers have an effective legal remedy against deficiency in courier services.

Conclusion

At the beginning of this article, we started with a simple situation that many of us have experienced—waiting for a parcel that never arrives, reaches the wrong address, or is delivered in a damaged condition. While such incidents may appear to be ordinary inconveniences, they often amount to a deficiency in service for which the law provides an effective remedy.

The Consumer Protection Act, 2019, together with the e-Daakhil system (now integrated into the e-Jagriti platform), has made it considerably easier for consumers to seek redressal without undergoing lengthy physical procedures. From filing a complaint and uploading documents to paying the prescribed fee and tracking the progress of the case, the entire process can now be completed online. This has made consumer justice more accessible, transparent, and convenient.

However, the effectiveness of any legal remedy ultimately depends upon consumer awareness. Many consumers continue to ignore genuine grievances because they believe that the process is complicated or that pursuing a complaint is not worth the effort. As discussed in this article, the law not only recognises the rights of consumers but also provides a practical mechanism for enforcing those rights.

Therefore, whenever a courier company fails to provide the standard of service promised to the consumer, the consumer should not hesitate to assert the remedies available under the Consumer Protection Act, 2019. An aware consumer is not only capable of protecting their own rights but also contributes towards improving the overall standard of services in the marketplace.

FAQs

1. Can I file a consumer complaint against a courier company without engaging an advocate?

Yes. A consumer may file and pursue a complaint before the Consumer Commission without engaging an advocate. However, if legal assistance is considered necessary, there is no restriction on appointing one.

2. What documents should be kept ready before filing a complaint through the e-Daakhil portal?

The consumer should keep the courier receipt, invoice, tracking details, photographs (where applicable), screenshots, e-mails, correspondence exchanged with the courier company, and any other document supporting the claim. A signed complaint and affidavit may also be required, depending upon the nature of the dispute.

3. What reliefs can a consumer claim against a courier company?

Depending upon the facts of the case, a consumer may claim a refund of the courier charges, refund of the value of the goods, compensation for financial loss, compensation for mental agony and harassment, replacement of the goods where appropriate, and litigation costs.

4. Should only the courier company be made an opposite party?

Not necessarily. Where both the seller and the courier company are responsible for the dispute, it is advisable to implead both as opposite parties so that the Consumer Commission can determine the liability of each party appropriately.

5. Can I track the status of my complaint after filing it online?

Yes. After successful submission, the e-Jagriti portal generates a unique complaint reference number, which enables the consumer to monitor the status of the complaint and receive updates regarding the proceedings.

6. Is there any limitation period for filing a consumer complaint?

Yes. Under Section 69 of the Consumer Protection Act, 2019, a complaint should ordinarily be filed within two years from the date on which the cause of action arises. However, the Consumer Commission may entertain a complaint filed after the prescribed period if the complainant establishes sufficient cause for the delay.

7. Does every delay in courier delivery amount to deficiency in service?

No. Whether a delay amounts to deficiency in service depends upon the facts of each case, the contractual obligations of the courier company, and the evidence produced before the Consumer Commission.

8. Can a courier company avoid liability by relying upon its terms and conditions?

Courts have recognised that contractual terms governing courier services may limit the liability of the courier company, provided such terms are valid and not contrary to law. However, where deficiency in service is established, the consumer may still be entitled to the remedies available under the Consumer Protection Act, 2019.

References

1. The Consumer Protection Act, No. 35 of 2019, India Code (2019).
2. Bharathi Knitting Co. v. DHL Worldwide Express Courier Division of Airfreight Ltd., (1996) 4 SCC 704.
3. Tata Chemicals Ltd. v. Skypak Couriers Pvt. Ltd., (2000) 5 SCC 294.
4. Department of Consumer Affairs, Government of India. e-Jagriti Portal. Available at: https://e-jagriti.gov.in