Key Highlights
- e‑Jagriti, an AI‑driven consumer grievance portal, earned the Silver Award at the National Awards for e‑Governance 2026.
- The platform merged four legacy systems into a single, paper‑free ecosystem, boosting transparency and speed.
- Since its launch on 1 January 2025, more than 4.15 lakh users have registered, filing 2.29 lakh complaints with a 90.75 % disposal rate.
- International users (NRIs) contributed 751 complaints, demonstrating cross‑border accessibility.
- Several state commissions recorded disposal rates above 100 %, reflecting superior case‑management practices.
Detailed Insights
Developed by the Department of Consumer Affairs, e‑Jagriti represents a comprehensive digital overhaul of India’s consumer dispute‑resolution framework. By consolidating the Online Case Monitoring System (OCMS), e‑Daakhil, NCDRC CMS, and CONFONET, the platform enables end‑to‑end processing—from complaint registration to final adjudication—without reliance on physical documents.
During fiscal year 2025‑26, the portal processed 1,65,456 new complaints and resolved 1,52,707 of them, lifting the overall disposal ratio to 92.30 %, a marked rise from the 89.47 % recorded in the preceding year. Advanced functionalities such as OTP‑based onboarding, multilingual interfaces, AI‑powered chat assistance, voice‑to‑text conversion, and real‑time case tracking have been instrumental in achieving these outcomes.
NRIs now enjoy full participation rights; they can lodge grievances and attend hearings remotely, as evidenced by 3,312 NRI registrations and 751 filings originating from countries including the United States, United Kingdom, United Arab Emirates, Canada, Germany, and Australia.
State‑level performance varied, with the National Consumer Disputes Redressal Commission (NCDRC) and several states—Uttarakhand, Chhattisgarh, Chandigarh, Madhya Pradesh, Punjab, Meghalaya, Rajasthan, Karnataka, and Arunachal Pradesh—exceeding a 100 % disposal rate, indicating that more cases were closed than received during the year.
Key Concepts
- AI‑enabled Unified Platform: A single digital environment that integrates multiple legacy consumer‑justice systems using artificial intelligence to streamline workflows.
- Disposal Rate: The proportion of filed consumer complaints that are conclusively resolved within a given fiscal period.
- Multilingual Support: Capability of the system to accept and process user inputs in various Indian languages, enhancing accessibility.
- NRI Accessibility: Provisions allowing Non‑Resident Indians to file and follow up on complaints without physical presence in India.
- Digital Transformation Award (Silver): Recognition granted for exemplary use of technology in re‑engineering government processes.