The e-Jagriti platform, launched on 1 January 2025, has crossed 2 lakh registered users, including 1,388 NRIs, emerging as India’s most efficient digital system for consumer grievance redressal.

Transformative Step in Digital Consumer Justice

• The Ministry of Consumer Affairs, Food and Public Distribution announced that e-Jagriti has already facilitated 1,30,550 case filings and ensured the disposal of 1,27,058 cases, reflecting an exceptional disposal rate across the country. 
• The platform integrates previously separate systems such as OCMS, e-Daakhil, NCDRC CMS, and CONFONET into a single, user-friendly portal.

Key Features of e-Jagriti

• Seamless Access for Citizens and NRIs

• • OTP-based registration
  • File complaints from anywhere in the world
  • Digital/offline fee payment options
  • Virtual hearings
  • Real-time case tracking

This global access has strengthened consumer rights for Non-Resident Indians, especially those living in the US, UK, UAE, Canada, Australia and Germany.

• Inclusive and Accessible Technology: The platform includes:

• Multilingual interface

• Chatbot support

• • Voice-to-text tools for elderly and visually impaired users
  • End-to-end encryption for security

It ensures ease of use and transparency for all types of consumers.

• Boosted Efficiency and Disposal Rates: In 2025, disposal efficiency improved significantly:

• July–August: 27,545 cases disposed against 27,080 filed
• September–October: 24,504 cases disposed against 21,592 filed

Ten States and the National Consumer Disputes Redressal Commission (NCDRC) achieved disposal rates above 100%, marking a major milestone in consumer justice.

Over 12 lakh email and 2 lakh SMS notifications have been issued for alerts and case updates.

Real-world Impact

• Assam: A parent secured ₹3.05 lakh refund in just 25 days for a wrongful deduction by an online course provider.
• Tripura: A consumer received ₹1.67 lakh compensation for an eight-year-old defective refrigerator, proving accountability does not diminish with time.
  

Exam Hook: UPSC Prelims MCQ

Consider the following statements regarding the e-Jagriti platform:

1. It integrates systems like OCMS, e-Daakhil and CONFONET into a single portal.
   
2. It allows NRIs to file complaints only when physically present in India.
   
3. It supports virtual hearings and real-time case tracking.
   

Which of the statements is/are correct?
(a) 1 and 2 only
(b) 2 and 3 only
(c) 1 and 3 only
(d) 1, 2 and 3

Answer: (c) 

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