In News:

The e-Jagriti platform, an AI-enabled initiative of the Department of Consumer Affairs, was awarded the Silver Award at the National Awards for e-Governance 2026, recognizing its contribution to digital transformation in consumer dispute redressal. The platform represents a major step towards creating a transparent, paperless, and technology-driven consumer justice ecosystem in India.

What is e-Jagriti?

Launched on 1 January 2025, e-Jagriti is an integrated digital platform designed to modernize the consumer dispute resolution framework across the country. It seeks to replace physical paperwork and fragmented processes with a unified virtual system, enabling consumers to file, track, and resolve complaints online.

Developed by the Department of Consumer Affairs under the Ministry of Consumer Affairs, Food and Public Distribution, the platform aims to reduce pendency, improve efficiency, and democratize access to consumer justice for citizens, including Non-Resident Indians (NRIs).

Key Features

A major strength of e-Jagriti is the integration of four legacy consumer grievance systems—OCMS, e-Daakhil, NCDRC CMS, and CONFONET—into a single cloud-based platform.

The system incorporates advanced technologies such as:

• AI-powered chatbot assistance.
• Voice-to-text complaint filing.
• Real-time case tracking dashboards.
• Automated data analytics for judicial and administrative monitoring.

The platform also offers a fully digital payment ecosystem integrated with Bharat Kosh, PayGov, and SBI ePay, ensuring seamless online filing and fee payment.

Virtual Consumer Courts

e-Jagriti promotes virtual hearings through integrated video-conferencing facilities and digital document exchange mechanisms. It supports proceedings across the National Consumer Disputes Redressal Commission (NCDRC) and all State Consumer Commissions, reducing costs and improving accessibility.

The platform has also enabled NRIs from countries such as the USA, UK, UAE and Canada to file and pursue consumer complaints remotely, without visiting India.

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.