July 30, 2025

On Tuesday, a Parliamentary panel made a strong call for the government to take urgent and concrete actions aimed at improving the case resolution rate for consumers using the e-daakhil platform. The Standing Committee on Consumer Affairs, Food and Public Distribution, chaired by Kanimozhi Karunanidhi, presented an action report during a Parliament session. The committee expressed its concern over the alarmingly low resolution rate, which currently stands at only 23% for registered cases on the platform. While the government has developed the e-daakhil platform to provide consumers with an accessible means of filing complaints, it has yet to furnish substantial information regarding measures being employed to reduce the backlog or to accelerate overall case resolution rates. The committee voiced appreciation for the convenience the e-daakhil platform offers, eliminating the need for physical visits by consumers seeking to lodge complaints. Despite this, the committee highlighted its previous recommendations for the establishment of a dedicated monitoring cell, which would serve the purpose of tracking performance metrics, ensuring adherence to timelines, and identifying bottlenecks in the grievance redressal process. The committee reiterated its belief that while the digitization of complaint filing is a positive advancement, it must be paired with robust monitoring and administrative measures to ensure that justice is delivered timely to consumers. As such, the committee urged the relevant department to swiftly take concrete steps to ameliorate the case resolution situation. Additionally, the committee surrounding the CONFONET initiative heard the government’s explanations for the ongoing delays in installing video conferencing (VC) facilities, which resulted in an underutilization of funds due to payment release conditions under GeM (Government e-Marketplace). However, the committee found the explanations insufficient and lacking in concrete action toward addressing the fundamental issues at stake. The lag in meeting the target of installing VC facilities at 45 locations by the established deadline—having completed installations at just six—highlights significant deficiencies in project management and implementation. The committee once more reiterated its previous recommendations, calling on the government to move beyond vague assurances and instead present a detailed action plan with definitive timelines for the completion of pending installations along with the formation of Project Management Units (PMUs). Furthermore, the committee addressed the topic of the Price Stabilisation Fund (PSF) and acknowledged the government's thorough explanations concerning the dynamic operations of the PSF and the challenges presented by market fluctuations. Although the committee recognized the operational nuances, it noted that the response did not fully tackle pressing issues around ensuring stable budget allocations for the PSF. The heavy reliance on sales proceeds and transfers from other schemes, as underlined by the committee, can prolong delays and introduce uncertainties in reacting to fluctuating market demands. The committee reiterated the crucial need for a comprehensive, data-driven assessment of the PSF that takes into account factors such as population size, price volatility, and the efficiency of current stabilization methods. This assessment is vital to empower the government to make informed decisions on annual budget allocations, thereby reducing reliance on ad hoc funding mechanisms. In conclusion, the committee urged the department to take affirmative actions toward establishing a predictable and effective financial framework for the PSF, which would enable timely market interventions and safeguard both producers and consumers against undue price shocks.

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Tags: Consumer rights, E-daakhil, Case resolution, Parliament, Kanimozhi karunanidhi,