The Department of Consumer Affairs’ flagship digital platform e-Jagriti has been awarded the Silver Award under the Government Process Re-engineering by Use of Technology for Digital Transformation category at the National Awards for e-Governance (NAeG) 2026. The award, conferred by the Department of Administrative Reforms and Public Grievances, recognises e-Jagriti’s contribution to modernising consumer grievance redressal through technology-driven and citizen-centric service delivery.
The platform emerged among 341 nominations submitted by Central Ministries, Departments and State Governments, underscoring its impact on improving access to consumer justice across the country. Launched on January 1, 2025, e-Jagriti consolidated four legacy systems—OCMS, e-Daakhil, NCDRC CMS and CONFONET—into a single AI-enabled, paperless ecosystem.
Since its launch, the platform has facilitated the filing of over 2.29 lakh consumer cases and the disposal of more than 2.07 lakh cases, achieving an overall disposal rate of 90.75 per cent. It has also enabled consumers, including Non-Resident Indians (NRIs), to access justice seamlessly from anywhere in India and abroad.
The platform currently has over 4.15 lakh registered users. A total of 3,312 NRI users have registered on the system, filing 751 complaints, with users from the United States, United Kingdom, UAE, Canada, Germany and Australia among the most active participants.
Consumer commissions recorded significant improvements in performance during FY 2025-26. Against 1,65,456 cases filed, 1,52,707 cases were disposed of, raising the disposal rate to 92.30 per cent from 89.47 per cent in the previous financial year. Virtual hearings also witnessed substantial growth, with cases handled through video conferencing more than doubling and hearings rising from 24,181 to 87,083.
The platform has introduced several digital features, including online filing, digital document exchange, multilingual support, AI-powered services, online payments, automated notifications, chatbot assistance, voice-to-text functionality and accessibility tools for persons with disabilities. Virtual hearings have now become the default mode of hearing, supported by hybrid video-conferencing infrastructure across all National Consumer Disputes Redressal Commission benches and 35 State Commissions.
Several states and commissions recorded disposal rates exceeding 100 per cent during FY 2025-26, including the NCDRC, Uttarakhand, Chhattisgarh, Chandigarh, Madhya Pradesh, Punjab, Meghalaya, Rajasthan, Karnataka and Arunachal Pradesh.
To support implementation, the Department conducted regional workshops, organised nearly 50 video conferences with State Commissions and deployed dedicated technical teams. The platform’s help desk resolved 4,821 of 5,537 user tickets between October 2025 and March 2026, while weekly Jansunwai sessions have continued to address user concerns and improve service delivery.
The effectiveness of e-Jagriti is reflected in several consumer success stories. In Ahmedabad, a mediclaim dispute was resolved within 27 days, with the consumer receiving a refund, interest and compensation. In Namakkal, Tamil Nadu, a consumer secured a refund and compensation within 56 days after a learning academy failed to deliver services promised under a job guarantee programme.
The Department of Consumer Affairs said it remains committed to further strengthening the platform through continuous training, accessibility enhancements and stakeholder engagement, with the goal of ensuring faster, more transparent and consumer-friendly justice delivery across the country.
