e-Jagriti transforms consumer justice: over 2.75 lakh users join digital grievance platform in 2025
Designed to simplify processes and eliminate paperwork, the platform enables citizens and NRIs to file complaints, make digital payments, attend virtual hearings and track cases in real time without visiting consumer commissions physically.
Unified system boosts case disposal, expands global access for NRIs and surpasses 2024 benchmarks
New Delhi, Nov. 17: The e-Jagriti consumer grievance redressal platform of the Department of Consumer Affairs has delivered a breakthrough in digital consumer justice in 2025, registering more than 2.75 lakh users— including 1,388 NRIs—since its launch on January 1. Designed to simplify processes and eliminate paperwork, the platform enables citizens and NRIs to file complaints, make digital payments, attend virtual hearings and track cases in real time without visiting consumer commissions physically.
As of November 13, the unified portal has facilitated 1,30,550 case filings and achieved disposal of 1,27,058 cases. Officials said the system’s OTP-based registration, online document exchange and secure communication framework have significantly strengthened accessibility and transparency, especially for users outside India.
The platform has recorded 466 NRI complaints this year, with major participation from the United States (146), United Kingdom (52), UAE (47), Canada (39), Australia (26) and Germany (18). Features such as a multilingual interface, chatbot assistance, voice-to-text tools for elderly and visually impaired users, and end-to-end encryption have broadened adoption across diverse demographics.
For users within India, e-Jagriti integrates legacy systems—OCMS, e-Daakhil, NCDRC CMS and CONFONET—into a single interface. Adoption has been highest in Gujarat (14,758 cases), Uttar Pradesh (14,050) and Maharashtra (12,484). Advocates receive role-based dashboards to upload documents, track hearings and receive alerts, while judges access digital files, analytics and virtual courtrooms to accelerate case management.
Officials said the platform’s automated workflows and virtual hearings have helped several states achieve disposal rates exceeding 100 percent between July and October this year. The NCDRC is also considering further reducing redundant paper submissions to move closer to a near-paperless process.
The platform has dispatched more than 2 lakh SMS alerts and over 12 lakh email notifications, including OTP verifications, case approvals, reversion notices, rejoinder submission confirmations and real-time updates—ensuring that users, including NRIs across time zones, do not miss key deadlines.
Case studies underline impact
Online course scam settled in 25 days
Assam (Morigaon)
A parent who cancelled poor-quality online classes was charged ₹54,987 despite assurances. The commission ruled deficiency in service and unfair trade practice, ordering a full refund and ₹2.5 lakh compensation for financial loss. The case was resolved in 25 days, reflecting accelerated disposal timelines in the North Eastern Region.
Consumer awarded ₹1.67 lakh+ over long-pending LG fridge defect
Tripura (West Tripura)
A faulty LG refrigerator purchased in 2017 led to repeated spoilage of food despite multiple repair attempts. The commission held LG India and its service centre liable, ordering a full refund with 7.5% interest, ₹12,000 repair reimbursement, ₹50,000 for mental agony and ₹20,000 litigation cost, to be paid within 30 days. The case was disposed in five months.
Strengthening citizen-centric governance
The Department of Consumer Affairs said e-Jagriti reflects the government’s commitment to inclusive, technology-driven governance. With its AI-powered interfaces, multilingual support and secure digital workflows, the platform is enabling faster, transparent and more reliable consumer justice for both residents and NRIs.
Consumers across India and abroad have been encouraged to use the portal for filing complaints and accessing swift, paperless grievance redressal.
