Why in news?
On 13 November 2025, the Ministry of Consumer Affairs reported that the digital portal e‑Jagriti had registered more than 275,000 users, including around 1,400 non‑resident Indians. Since its launch in January, users have filed over 130,000 complaints and authorities have disposed of about 127,000 cases. The platform integrates multiple legacy systems and has significantly reduced the time and cost of pursuing consumer disputes.
Background
The Government of India enacted the Consumer Protection Act 2019 to strengthen consumer rights and modernise dispute resolution. To operationalise the Act, several electronic tools were developed: the Online Consumer Complaint Management System (OCMS) for district commissions, e‑Daakhil for filing complaints, and the NCDRC Case Management System for national appeals. These systems ran independently, causing duplication and confusion. In January 2025, the National Consumer Disputes Redressal Commission launched e‑Jagriti – an integrated portal that unifies filing, payment, hearings and case tracking across all levels.
Features of e‑Jagriti
- Unified access: One portal for district, state and national consumer commissions. Users can register using a one‑time password (OTP) and manage all cases from a single dashboard.
- Digital payments: Integration with Bharat Kosh and PayGov allows online payment of fees. Complainants receive instant receipts and can avoid bank visits.
- Virtual hearings: Video conferencing and voice‑to‑text tools enable remote participation. The portal supports 22 Indian languages and English, making it inclusive.
- Accessibility: Options for large text, screen readers and voice commands assist elderly and differently‑abled users.
- Real‑time tracking: Automated SMS and email alerts inform parties about filing status, next hearing date and judgments. Disposal statistics show that in July–October 2025, more cases were resolved than filed.
Impact and significance
- Faster justice: Integrating legacy systems has reduced duplication and streamlined workflows. Virtual hearings save time and travel costs, especially for rural residents and NRIs.
- Greater transparency: Centralised data improves monitoring of case backlogs and highlights states with high disposal rates. Consumers can rate services and provide feedback.
- Empowerment: User‑friendly design and multi‑language support make legal recourse accessible to people who may not be fluent in English. The platform educates consumers about their rights and remedies.
Conclusion
e‑Jagriti represents a major leap toward digital justice in India. By merging separate grievance systems into one seamless portal, it empowers citizens, increases efficiency and fosters accountability. Continuous improvements, including artificial intelligence‑based translation and analytics, will further strengthen consumer protection.
Source: Press Information Bureau · The Times of India