Procedure for filing trade complaints

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Procedure for filing trade complaints


To file a trade dispute or quality complaint with the Directorate General of Foreign Trade (DGFT) as a Bhutanese complainant, follow these steps:

  1. Register on the DGFT Portal:
  • Create an Account: Visit the DGFT portal and register using a valid email ID. This registration is mandatory for foreign complainants to file complaints against Indian parties.
  1. Access the 'Quality Complaints and Trade Disputes' Section:
  • Navigate to the Section: After logging in, go to 'Services' and select 'Quality Complaints and Trade Disputes'.
  • Select 'Foreign Complainant': Click on the 'Foreign Complainant' tile under 'Services under Trade Dispute'.
  1. Prepare Your Complaint Details:
  • Personal and Business Information: Provide your name, contact details, and business identification (e.g., GSTIN).
  • Complaint Description: Clearly describe the nature of the dispute or quality issue, including relevant dates, parties involved, and any communications exchanged.
  • Supporting Documents: Gather all pertinent documents such as contracts, invoices, emails, shipping documents, or any other evidence that supports your complaint.
  1. Submit the Complaint Online:
  • Fill Out the Form: Complete the online complaint form with the prepared details and upload the supporting documents.
  • Submit the Form: Submit the form electronically.
  1. Obtain a Unique Reference Number (URN):
  • Receive URN: After submission, you will receive a Unique Reference Number (URN) starting with 'Q'. This number is essential for tracking the status of your complaint and for all future correspondence.
  1. Track Your Complaint Status:
  • Monitor Progress: Use the 'Track Your Complaint' feature on the DGFT portal to monitor the progress of your complaint.
  • Check for Updates: Regularly check for updates or requests for additional information.
  1. Committee on Quality Complaints and Trade Disputes (CQCTD):
  • Role of CQCTD: The DGFT has established the CQCTD to address quality complaints and trade disputes effectively. This committee is responsible for reviewing and resolving complaints in a timely manner.
  1. Resolution Process:
  • Investigation: The concerned Regional Authority (RA) or Special Economic Zone (SEZ) office will investigate the complaint.
  • Communication: They may contact you for further information or clarification.
  • Resolution: The RA/SEZ will work towards an amicable resolution, which may include mediation, arbitration, or other dispute resolution mechanisms.
  1. Final Decision:
  • Outcome: Once the investigation is complete, the RA/SEZ will issue a final decision regarding your complaint.
  • Action: If the complaint is upheld, appropriate action will be taken against the party at fault.
  • Notification: If the complaint is not upheld, you will be informed of the reasons for the decision.

Additional Resources:

  • FAQs: For more information, refer to the DGFT's FAQs on Quality Complaints and Trade Disputes.
  • Help & Support: For assistance, visit the DGFT's Application Help & FAQs section.

By following these steps, you can effectively file and track a trade dispute or quality complaint with the DGFT.

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