If a seller sold you a defective product, a builder delayed your flat, or a bank or airline gave you a runaround, you do not need to hire a lawyer or visit a court to fight back. You can file the entire case yourself, online, on the government's e-Jagriti portal (e-jagriti.gov.in) - the single national platform that now handles consumer cases and has replaced the older eDaakhil filing system. e-Jagriti lets you file, pay the fee, track your case, and even attend hearings by video. This guide walks you through every screen and tells you exactly which documents to keep ready.
Step 0: do these three things before you open the portal
A little preparation makes the online filing painless:
- Send a written notice first. Email or post the seller a short notice describing the problem and the relief you want (repair, replacement, refund, compensation), giving them a deadline of about 15 days. Keep proof - it often settles the matter, and it becomes evidence if it does not.
- Work out which commission you file in. It depends on the amount you actually paid for the goods or service (the consideration), not the compensation you are claiming: District Commission up to Rs. 50 lakh, State Commission from Rs. 50 lakh to Rs. 2 crore, National Commission above Rs. 2 crore. You can file where you live or work - not only where the seller sits.
- Check the clock. A complaint must be filed within two years of the problem arising.
The documents you must prepare (as PDFs, each under 10 MB)
e-Jagriti asks you to upload a specific set of documents. Have these ready as separate PDFs before you start, or the filing will stall midway:
- Index - a one-page list of all the documents you are filing, with page numbers.
- Memo of Parties - the full name, address, phone, and email of you (the complainant) and the opposite party.
- Complaint and Synopsis - the complaint itself: the facts, what went wrong, and the exact relief and compensation you want, plus a short synopsis and a list of dates/events.
- Proforma - the standard cover format the portal requires.
- Notarized Affidavit - a sworn statement that the facts in your complaint are true. This is mandatory; it must be signed and notarized. Most self-filers forget this and get stuck - get it done before you begin.
- Vakalatnama - only if a lawyer is filing on your behalf. Filing yourself? You do not need this.
- Evidence (Additional Documents) - invoice or bill, payment receipt / UPI or bank statement, order confirmation, warranty card, photographs or screenshots of the defect, your written notice and its delivery proof, and any reply you received.
Filing on e-Jagriti: every step
- Register. Go to e-jagriti.gov.in and click Register. Enter your mobile number, email, and full name. Verify the OTP sent to both your phone and email.
- Set password and role. Create a password and choose your role as Consumer (choose Authorised Representative only if you are filing for someone else).
- Add address and verify identity. Enter the address that will be used for case communication, and upload a government ID (Aadhaar, passport, or driving licence) to verify yourself.
- Start a new case. Log in, open the Dashboard, click File New Case in the left menu, and select Consumer Complaint from the list of case types.
- Fill Case Details. Enter the amount you paid for the goods or service, your claim amount, the date of the cause of action (when the problem arose), and select your State, District, and the case Category and Sub-category.
- Enter Complainant details. Add your details and tick Senior Citizen, Widow, Differently Abled, or Serious Ailment if any applies - these get priority. Choose the address type (present, permanent, or business), and add an advocate only if you have one.
- Enter Opposite Party details. Add the seller's or company's name and full address.
- Upload documents. Attach the Index, Proforma, Synopsis, Memo of Parties, the Notarized Affidavit, and the Vakalatnama (if a lawyer is filing). Then add every piece of evidence under Additional Documents.
- Select the commission and preview. Pick the correct Commission, tick the declaration checkbox, click Preview to check everything, then click Submit.
- Pay the fee online. There is no fee for claims up to Rs. 5 lakh; above that, modest slab-based fees apply. Pay directly on the portal.
- Track and attend. You receive a case number. From the dashboard you can track the status, receive notices, and join hearings by video conference - no travel needed.
The one step that trips up almost every first-time filer is the notarized affidavit. e-Jagriti will not let you complete the filing without it, so get it signed and notarized before you sit down to upload.
A practical example
Say you buy a Rs. 45,000 washing machine online and it arrives with a dented drum; the seller stops replying. You email a notice giving 15 days to replace it, and keep the screenshot. Nothing happens. You register on e-Jagriti as a Consumer, upload your ID, and click File New Case followed by Consumer Complaint. You enter Rs. 45,000 as the amount paid, your claim amount, and the date the machine arrived; pick your District Commission (the amount is well under Rs. 50 lakh); attach the index, memo of parties, complaint, notarized affidavit, plus the invoice, unboxing photos, and the ignored notice. Because the value is under Rs. 5 lakh, there is no fee. You submit, get a case number, and attend the first hearing by video. Faced with a formal case, the seller offers a replacement plus compensation - and it closes, without a lawyer.
Common mistakes to avoid
- Not getting the affidavit notarized before starting - the filing cannot be completed without it.
- Uploading one giant PDF - keep each document separate and under 10 MB.
- Picking the wrong commission by using the compensation claimed instead of the amount paid.
- Skipping the written notice that often settles the matter before filing.
- Letting the two-year limitation period lapse.
Frequently asked questions
Is e-Jagriti the same as eDaakhil? e-Jagriti is the upgraded, integrated platform that now carries the consumer case work the eDaakhil system used to handle, adding case tracking, online fee payment, and virtual hearings in one place.
Do I need a lawyer? No. The portal is built for self-representation. You only add a Vakalatnama if you choose to use an advocate.
What does it cost? Nothing for claims up to Rs. 5 lakh; above that there are small, slab-based fees you pay online while filing.
Key takeaways
- File consumer cases yourself online at e-jagriti.gov.in - it has replaced eDaakhil.
- Register as a Consumer, verify with a government ID, then File New Case > Consumer Complaint.
- Keep separate PDFs (under 10 MB): index, memo of parties, complaint, proforma, notarized affidavit, and evidence.
- The notarized affidavit is mandatory; choose your commission by the amount paid, not the compensation.
- No fee up to Rs. 5 lakh; track the case and attend hearings by video from the dashboard.