🌐 How to Raise a Complaint on the DGFT Portal

1. Understanding DGFT and the Need for Complaints

DGFT (Directorate General of Foreign Trade) is a government body under the Ministry of Commerce & Industry responsible for regulating and promoting India’s international trade. It handles policies like Foreign Trade Policy (FTP), Importer Exporter Codes (IEC), and incentive schemes like MEIS, RoDTEP, and EPCG.

As part of its mandate to facilitate smoother trade and ensure accountability, DGFT has set up an online complaint/grievance redressal system for addressing issues related to trade disputes, product quality, non-payment, policy grievances, and procedural delays.

2. Types of Complaints You Can File

✅ Quality Complaints

• Filed by foreign buyers against Indian exporters for poor quality or deviation from contractual standards

• Filed by Indian importers against foreign exporters for similar issues

✅ Trade Disputes

• Non-payment for goods or services

• Partial or incorrect shipments

• Delayed deliveries

• Breach of terms and conditions

✅ Procedural/Policy Grievances

• Issues related to DGFT services or decisions

• Problems with schemes like Advance Authorization, EPCG, or RoDTEP

• Appeals or requests for reconsideration

✅ Portal and Operational Issues

• Trouble accessing or submitting applications on DGFT portal

• IEC-related issues

• Technical errors or delays

3. Key Guidelines and Policy Framework

The complaint mechanism is based on Chapter 8 of the Foreign Trade Policy and relevant sections in the Handbook of Procedures. The process aims to be transparent, accessible, and digitally managed through the DGFT portal.

Each complaint receives a Unique Reference Number (URN) and is routed to the relevant authority – either a Regional DGFT Office, SEZ unit, or Indian mission abroad. Authorities are responsible for tracking and updating the status, and may involve both parties in resolution.

4. Step-by-Step Guide: How to File a Complaint

Step 1: Login to the DGFT Portal

• Visit https://dgft.gov.in

• Login using your IEC number and password

• Alternatively, use Digital Signature Certificate (DSC) login

• Foreign entities can register with their business email ID

Step 2: Navigate to the Grievance Module

Go to:
Services > File Quality Complaints/Trade Dispute

Step 3: Fill in the Application Form

Provide the following details:

• Complainant Type: Indian or foreign

• Jurisdiction: Select the correct Regional Authority (RA), SEZ Unit, or Indian Mission

• Complaint Category: Quality issue, trade dispute, payment issue, delivery failure, etc.

• Subject & Description: Clearly summarize the complaint – include relevant facts, timelines, and actions taken

• Respondent Information: Name, country, address, contact details

Step 4: Upload Supporting Documents

Attach relevant documentation (PDF, JPG, etc. – max 5MB):

• Contracts or Purchase Orders

• Invoices and payment records

• Shipping and delivery proof

• Photos or inspection reports

• Emails or other communication

Step 5: Submit the Complaint

After verification, click “Submit.” You’ll receive a Unique Reference Number (URN) (e.g., Q20250701A01) by email.

5. Tracking Your Complaint

How to Track:

• Log in to the DGFT portal

• Go to the “Track Grievance” or “View Status” section

• Enter your URN to see real-time updates

• You can also see which authority it’s assigned to and the latest notes or action

6. Complaint Process Flow

1. Filing: Form is submitted online with all documents

2. Acknowledgment: System generates URN

3. Routing: Complaint is sent to appropriate RA/SEZ/Mission

4. Review: Officials investigate and may contact you for clarifications

5. Resolution: The complaint is resolved or marked for further action

6. Closure: Complainant is informed and case closed

7. Optional: Escalation through appeal or personal hearing if unresolved

7. How Personal Hearing Works

If you're unhappy with a decision (especially policy-related), you can request a Personal Hearing (PH) before the DGFT authority.

When Can You Request a PH?

• After a grievance is filed and disposed but not satisfactorily resolved

• In cases related to PRC (Policy Relaxation Committee) decisions

• For critical export-import policy matters

Submit your request through the DGFT portal with reference to your URN.

8. Grievances Related to RoDTEP or ICEGATE

RoDTEP (Remission of Duties and Taxes on Export Products) is handled on the ICEGATE portal, not DGFT. For issues such as:

• Missing e-scrips

• Ineligible scrolls

• Duty mismatch

You should contact the ICEGATE Helpdesk:

• Phone: 1800-3010-1000

• Email: icegatehelpdesk@icegate.gov.in

9. Tips and Best Practices

✅ Do’s:

• Use accurate information and attach all relevant documents

• Choose the correct jurisdiction (RA/SEZ/Embassy)

• Keep a record of the URN and all follow-up communications

• Follow up politely if no update is received in 30–45 days

• Request a personal hearing if your appeal is not properly addressed

❌ Don’ts:

• Do not file duplicate complaints

• Don’t use fake portals or unauthorized agents

• Never upload confidential documents without redacting sensitive info

10. Expected Timelines

11. Sample Scenario: Trade Dispute Filing

Scenario:
An Indian exporter ships goods to a US buyer. The buyer pays only 50% of the invoice and stops replying. The exporter files a complaint on DGFT:

• Logs in to the portal

• Selects "Indian Complainant" and "Trade Dispute"

• Uploads PO, invoice, shipping bill, emails

• Receives URN: Q20250701001

• Within 20 days, it's assigned to RA-Mumbai

• DGFT contacts the buyer through Indian mission

• Buyer responds and agrees to settle

• Complaint is marked resolved

12. When to Escalate Outside DGFT

If the DGFT portal process doesn’t resolve your issue:

• Use commercial arbitration (as per contract terms)

• File a civil suit in the appropriate court

• Involve the Indian Embassy (for foreign disputes)

• Report to consumer protection agencies (if applicable)

13. Frequently Faced Issues & Fixes

14. Sample Email Template for Follow-Up

Subject: Follow-up on DGFT Grievance – URN Q20250701001

Body:

Dear Sir/Madam,
I am writing to follow up on my grievance filed on [Date], with URN [URN Number]. The matter pertains to [Brief Description]. I request an update on the current status and expected resolution timeline.
Thank you for your assistance.

Sincerely,
[Your Name]
[Company Name]
[IEC Number]
[Contact Information]

15. Safety Tips to Avoid Scams

• Always use the official DGFT portal

• Do not respond to suspicious emails claiming to be from DGFT

• Do not share your IEC login credentials or DSC

• Avoid paying agents promising quick approvals or resolution

16. Conclusion

The DGFT portal empowers Indian businesses and international partners to file, track, and resolve complaints transparently and efficiently. With the right documentation and timely follow-ups, most issues can be addressed without the need for litigation.

It’s a user-friendly, digital-first approach that strengthens India’s trade credibility and protects stakeholder interests. If used properly, it can resolve issues faster and at lower cost than traditional channels.