Panel flags digital redressal failures

India's online consumer grievance platform, e-daakhil, has resolved less than a quarter of the complaints it has received since launch, a parliamentary panel said in a report Tuesday, flagging the lack of oversight and accountability despite the government's push for digital redressal.

- Dhirendra Kumar

Only 23% of the total complaints filed through the platform have been resolved so far, with no dedicated system in place to track performance or enforce legal timelines, the Standing Committee on Consumer Affairs, Food and Public Distribution said. The committee expressed disappointment with the ministry of consumer affairs for failing to act on previous recommendations for institutional reforms, and called again for urgent corrective steps.

"The Committee remains concerned about the persistently low resolution rate of 23%...it (ministry) does not provide substantive information on steps being taken to address the backlog or accelerate case resolution," the report noted.