India's e-Jagriti Platform Resolves Over 1.27 Lakh Consumer Cases, Empowers NRIs Globally

Economy

|

Updated on 16 Nov 2025, 10:23 am

The e-Jagriti digital consumer grievance platform, launched by the Indian government in January, has achieved a significant milestone by handling and disposing of 1,27,058 cases as of November 13. The platform has attracted over 2 lakh users, a notable segment of whom are Non-Resident Indians (NRIs).

e-Jagriti offers substantial benefits to NRIs, allowing them to file complaints from any global location. This is facilitated through features like One-Time Password (OTP)-based registration, online payment options, digital document uploads, and virtual hearings, eliminating the need for physical presence in India. This year alone, NRIs have filed 466 complaints, with the United States leading with 146 cases, followed by the United Kingdom (52) and the United Arab Emirates (47).

The Consumer Affairs Ministry described the platform as "a cornerstone of our commitment to inclusive consumer justice," emphasizing its role in bridging geographical barriers for NRIs and simplifying processes for domestic consumers.

Adoption rates within India are robust, with Gujarat leading in case filings (14,758), followed by Uttar Pradesh (14,050) and Maharashtra (12,484).

Technologically, e-Jagriti consolidates older, fragmented systems into a unified interface. It supports multiple languages, offers chatbot assistance, and includes voice-to-text tools for visually impaired and elderly users. Security is paramount, with end-to-end encryption implemented.

The platform has demonstrated improving efficiency, with disposal rates showing a sharp increase in 2025. Between July and August, 27,545 cases were resolved, exceeding the 27,080 filed during that period. Similarly, from September to October, 24,504 cases were disposed of compared to 21,592 filed, indicating a proactive redressal mechanism.

Users have been kept informed through extensive communication, with over 2 lakh SMS alerts and 1.2 million email notifications sent. The National Consumer Disputes Redressal Commission is also working towards reducing paper submissions to enable near-paperless proceedings.

Notable success stories include the swift resolution of a case in Assam where a parent received Rs 3,05,000 for unauthorized deductions, and a five-month case in Tripura resulting in a consumer receiving Rs 1,67,000 for a defective refrigerator.

Impact This initiative significantly strengthens consumer protection frameworks in India, boosting confidence among consumers, including NRIs. Improved efficiency in grievance redressal can foster a more trustworthy market environment, indirectly benefiting businesses and the economy by ensuring fair practices. The successful adoption of digital platforms by government bodies also signals a commitment to technological advancement and citizen-centric services.

Rating: 7/10

Difficult Terms Explained:

Grievance Redressal: The process of addressing and resolving complaints or dissatisfaction from consumers.

Non-Resident Indians (NRIs): Indian citizens who live outside India for employment, business, or other purposes.

OTP (One-Time Password): A unique, time-limited code sent to a user's registered mobile number or email, used for authentication.

Virtual Hearings: Court or tribunal proceedings conducted online, allowing participants to join remotely.

End-to-end Encryption: A security method that ensures only the sender and receiver can read messages or access data, protecting it from interception.

Digital Document Uploads: The facility to submit necessary documents in electronic format, like scanned copies or PDFs.