e-Jagriti Platform
18.11.2025
e-Jagriti Platform
Context
In 2025, the e-Jagriti platform of the Department of Consumer Affairs crossed 2.75 lakh users, including 1,388 NRIs, marking a major step toward digital grievance redressal and paperless consumer justice.
About the Platform
What it is
e-Jagriti is a unified, AI-driven online grievance redressal system integrating all consumer dispute resolution platforms under one digital interface. It enables citizens in India and abroad to file, monitor, and resolve consumer complaints transparently and efficiently.
Organisation Involved
Developed and maintained by the Department of Consumer Affairs, Government of India.
Objective
To ensure quick, paperless, and accessible consumer dispute resolution for citizens, MSMEs, and NRIs through virtual processes and real-time monitoring.
Key Features
- Unified Digital Portal: Combines legacy systems like OCMS, e-Daakhil, NCDRC CMS, and CONFONET into one seamless platform.
- Virtual Consumer Courts: Enables e-filing, digital scrutiny, virtual hearings, and online document exchange with role-based dashboards for judges, advocates, and litigants.
- Global Access for NRIs: Allows users abroad to file and participate in hearings using secure OTP-based login, encrypted data transfer, and digital payment gateways.
- AI-Powered Multilingual Interface: Incorporates chatbot guidance, voice-to-text features, smart case routing, and accessibility support for elderly and differently abled users.
- Integrated Communication System: Sends automated SMS and email updates (over 2 lakh SMS and 12 lakh emails) for notices, deadlines, and verification processes.
- High Case Disposal Efficiency: Disposal rate exceeded filing rate in several states (e.g., 27,545 cases disposed vs. 27,080 filed in July–August 2025), showing improved speed and reduced backlog.
- Secure Fee Collection: Integrated with PayGov and Bharat Kosh for traceable, safe, and paperless payments.
Significance
- Democratising Consumer Justice: Removes geographical barriers and paperwork, promoting equal access for rural citizens and NRIs.
- Transparency and Accountability: Real-time status tracking and digital communication enhance procedural clarity and user trust.
- Efficiency in Case Handling: Automated workflows reduce pendency and accelerate disposal of cases.
- Inclusion and Accessibility: Multilingual, voice-supported interface accommodates senior citizens, low-literacy users, and persons with disabilities.
Way Forward
- Expand digital infrastructure and training for consumer dispute commissions at all levels.
- Encourage awareness drives to familiarise users, especially in rural and NRI communities.
- Integrate with emerging digital justice initiatives under the Digital India mission for seamless interoperability.
- Regular audits to ensure cybersecurity, data privacy, and procedural consistency.
Conclusion
The e-Jagriti initiative exemplifies citizen-centric, technology-driven governance by transforming consumer justice into a paperless, inclusive, and globally accessible system. Its success reflects India’s move toward faster, transparent, and equitable digital governance.