Consumer Grievance Portal e-Jagriti Successfully Onboards 2.75 Lakh Users, Enhancing Redressal Efficiency

Economy

|

Updated on 16 Nov 2025, 01:13 pm

The Department of Consumer Affairs announced that its integrated consumer grievance portal, e-Jagriti, has achieved significant adoption, registering approximately 2.75 lakh users since its launch on January 1. This digital platform aims to streamline consumer complaint procedures by reducing paperwork, travel, and physical documentation, while also enhancing accessibility for Non-Resident Indians (NRIs).

As of November 13, e-Jagriti has facilitated the filing of 1,30,550 cases and successfully disposed of 1,27,058 cases. The portal consolidates various legacy systems like OCMS, e-Daakhil, NCDRC CMS, and CONFONET into a single, user-friendly interface. Key features include OTP-based registration, digital and offline fee payments, participation in virtual hearings, online document exchange, and real-time case tracking, making physical presence in India unnecessary for NRIs.

States like Gujarat (14,758 cases), Uttar Pradesh (14,050 cases), and Maharashtra (12,484 cases) have shown high adoption. The platform offers role-based dashboards for advocates and judges, providing tools for case tracking, document uploads, analytics, and virtual courtrooms. A notable statistic is the filing of 466 NRI complaints from countries including the US (146), UK (52), UAE (47), and Canada (39).

The portal's efficiency is further demonstrated by automated workflows and communication through over 2 lakh SMS alerts and 12 lakh email notifications. Disposal rates have exceeded filing rates in recent months, with 27,545 cases disposed against 27,080 filed in July–August, and 24,504 against 21,592 in September–October. Multilingual interfaces and accessibility tools enhance its usability for diverse demographics.

Impact This initiative is expected to significantly improve the ease of doing business and consumer confidence in India by providing a more efficient and accessible grievance redressal mechanism. It reduces friction for consumers and NRIs, contributing to a more robust regulatory environment. Rating: 7/10

Difficult Terms * **Grievance Redressal:** The process of resolving complaints or dissatisfaction expressed by consumers. * **NRIs:** Non-Resident Indians, Indian citizens who are living outside India for employment, business, or other purposes. * **OCMS:** Online Complaint Management System. * **e-Daakhil:** An online platform for filing consumer complaints. * **NCDRC CMS:** National Consumer Disputes Redressal Commission Case Management System. * **CONFONET:** Consumer Online Resource and Empowerment Centre Network. * **OTP:** One-Time Password, a unique code sent to a user's registered mobile number or email for verification. * **Virtual Hearings:** Court or tribunal proceedings conducted online, allowing participants to join remotely. * **Role-based Dashboards:** User interfaces designed with specific functionalities tailored to different user roles (e.g., advocate, judge). * **Analytics:** The systematic computational analysis of data to gain insights and make informed decisions.