In a significant step towards fostering responsive governance, the Chief Secretary inaugurated the ‘e-Daakhil Portal’ for Jammu and Kashmir. This newly launched portal is a user-friendly platform for consumers to register their complaints and appeals related to consumer disputes. It underscores the Government’s commitment to promptly and efficiently address the needs and expectations of the people. The ‘e-Daakhil Portal’ is an addition to the array of online services already made accessible to the public with just a click.
This is indeed a significant and commendable step, particularly in today’s fast-paced digital era when online services have become the norm. The ‘e-Daakhil Portal’ is a game changer in the realm of consumer grievance redressal, recognising that consumers are the driving force in the market. In an age where almost every service is available online, consumer redressal mechanisms must keep pace with the digital world. Conducting petitions and hearings online is not only justified but also a necessity to match the speed of modern life. People today lead busy lives and may not have the time to physically pursue their complaints. The Government’s effort to bring services to people’s doorsteps through this portal is indeed praiseworthy. The ‘e-Daakhil Portal’ addresses a wide range of consumer issues that were previously hindered by the absence of an online complaint platform. It has the potential to bring about a significant improvement in various aspects of the market, such as tackling issues like the sale of expired goods, improper disposal of waste by food vendors, and deficiencies in after-sales services. Moreover, it allows consumers to report problems related to pricing, hygiene, service quality, and numerous other concerns, ensuring timely redress.
A total of nine hundred plus citizen-centric online services have been provided in UT, thereby securing second place among all States and Union Territories in the country. This significant progress is attributed to the ‘Digital J&K Programme,’ which has seen online services increase dramatically from a mere 35 in 2021 to the current 900+ services. Efficient, transparent, and prompt service delivery are the key pillars of effective governance. To ensure this, several administrative decisions have been made, and numerous services have been brought under the ambit of the Public Services Guarantee Act (PSGA) with established timelines, leaving no room for delays. These initiatives align the Government’s actions with the expectations and aspirations of the public, emphasising the Government’s accountability to its citizens. Step by step, the administration has devised plans to minimise physical interactions, transition to paperless offices, streamline online applications, and automatically address delays. Additionally, the implementation of the Rapid Assessment System (RAS) allows for the collection of feedback regarding the satisfaction levels of these services. The administration is dedicated to serving the public by exploring various methods to deliver essential services directly to their doorsteps. The effective use of available technology has paved the way for innovative solutions that simplify service delivery.
The ‘e-Daakhil Portal’ is a further forward-looking initiative that aligns consumer redressals with the digital age, providing a convenient and efficient platform to voice consumers’ concerns and seek resolutions. This initiative is particularly crucial for residents of remote and far-flung areas, who can now access this modern platform. The collaboration between the Department of FCS&CA and NIC deserves praise for making this possible. The State Consumer Dispute Redressal Commission and District Consumer Dispute Redressal Commissions are already in place to work in sync to address consumer complaints effectively. Furthermore, the integration of this portal with the National Portal eliminates geographical barriers, making it accessible to consumers regardless of their location.
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