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.