Embassy of India

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.

2. 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'.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.