In News:

The e-Jagriti Platform, launched on 1 January 2025, has emerged as a nationwide digital backbone for consumer dispute redressal. By November 2025, it had registered over 2.75 lakh users, including 1,388 Non-Resident Indians (NRIs), and facilitated large-scale paperless, contactless and technology-driven consumer justice.

About e-Jagriti

• e-Jagriti is a flagship digital initiative of the Department of Consumer Affairs under the Ministry of Consumer Affairs, Food & Public Distribution.
• Objective: Strengthen and modernise the consumer dispute redressal system by integrating filing, hearing, tracking and disposal of cases on a single unified digital platform.

Key Features

• Global Accessibility:Consumers and NRIs can file and manage complaints from anywhere in the world; removes geographical barriers.
• Integrated Digital Ecosystem:Brings together legacy systems such as OCMS, e-Daakhil, CONFONET and NCDRC CMS into a single seamless interface, reducing fragmentation.
• AI-Enabled Services:
  • Smart search of archived complaints, cases and judgments using AI-based metadata and keyword creation
  • Voice-to-text conversion of judgments and case history using AI/ML
• End-to-End Digital Process:Online filing, OTP-based registration, digital or offline fee payment, document exchange, virtual hearings and real-time case tracking.
• Inclusive & Accessible Design:Multilingual interface, chatbot assistance, voice-to-text tools for elderly and differently-abled users.
• Secure Transactions:Fee payments integrated with Bharat Kosh and PayGov gateways; secure encryption and role-based access.

Performance & Impact (2025)

• Cases Filed: ~ 1,30,550
• Cases Disposed: ~ 1,27,058 (high disposal efficiency)
• Disposal Rate: Exceeded 100% in several states and at the National Consumer Disputes Redressal Commission level.
• Digital Outreach:
  • Over 2 lakh SMS alerts and 12 lakh email notifications for case events and security updates.
• High Adoption States: Gujarat, Uttar Pradesh, Maharashtra.

NRI Participation

• 466 complaints filed by NRIs in 2025.
• Major countries: USA, UK, UAE, Canada, Australia, Germany.
• Enables settlement of disputes (insurance claims, product defects, services) without travel to India.

In News:

In a significant boost to India’s consumer protection framework, ten States along with the National Consumer Disputes Redressal Commission (NCDRC) achieved a disposal rate of over 100% in July 2025. This indicates that the number of consumer cases resolved exceeded the number of new cases filed, showcasing efficiency in grievance redressal.

Key Disposal Achievements

• NCDRC: 122%
• Tamil Nadu: 277%
• Rajasthan: 214%
• Telangana: 158%
• Himachal Pradesh & Uttarakhand: 150% each
• Meghalaya: 140%
• Kerala: 122%
• Puducherry: 111%
• Chhattisgarh: 108%
• Uttar Pradesh: 101%

This trend highlights faster case resolution and effective functioning of consumer commissions across India.

The e-Jagriti Platform

The success is largely aided by e-Jagriti, a flagship digital initiative of the Department of Consumer Affairs, designed to strengthen the consumer dispute redressal system.

Objectives

• Computerization and networking of all Consumer Commissions (National, State & District).
• Enhancing transparency, efficiency, and speed in dispute resolution.
• Providing accessible, cost-effective, and paperless grievance redressal.

Features

• E-filing of complaints with online fee payment.
• Real-time case tracking and access to judgments.
• AI-powered Smart Search for archived complaints/judgments.
• Voice-to-text conversion of judgments and case details using AI/ML.
• Integration of multiple platforms:
  • Online Case Monitoring System (OCMS)
  • E-Daakhil
  • NCDRC Case Monitoring System
  • CONFONET website
  • Mediation application

Since its launch, over 2 lakh users (including NRIs) have registered on e-Jagriti, with 85,531 cases filed online in 2025 alone, demonstrating growing public trust.

Significance

• Strengthens consumer rights and access to justice.
• Reduces backlog and delays through tech-driven case management.
• Promotes digital governance and transparency in consumer protection.
• Aligns with citizen-centric reforms and Digital India Mission.