The Department of Consumer Affairs’ e-Jagriti platform has been awarded the Silver Award under Category I-Government Process Re-engineering by Use of Technology for Digital Transformation at the prestigious National Awards for e-Governance (NAeG) 2026, presented by the Department of Administrative Reforms and Public Grievances. The recognition comes after a rigorous evaluation process involving 341 nominations from Central Ministries, Departments and State Governments, reaffirming e-Jagriti’s role in transforming consumer grievance redressal through technology-driven, citizen-centric service delivery.
Launched on 1 January 2025, e-Jagriti has unified four legacy applications OCMS, e-Daakhil, NCDRC CMS and CONFONET into a single AI-enabled, paperless platform. Since its launch, the platform has facilitated filing of over 2.29 lakh consumer cases and disposal of over 2.07 lakh cases, achieving an overall disposal rate of 90.75 per cent while enabling consumers to access justice seamlessly from anywhere in India and abroad.
Major Milestones Achieved Since Launch
Total registered users: 4,15,365
Cases filed: 2,29,174
Cases disposed: 2,07,997
Overall disposal rate: 90.75%
NRI users registered: 3,312
NRI complaints filed: 751
Department-led Improvements in Consumer Justice Delivery and Service Efficiency
During FY 2025-26, consumer commissions registered significant improvements in performance:
Cases filed: 1,65,456
Cases disposed: 1,52,707
Disposal rate increased to 92.30%, compared to 89.47% in FY 2024-25
Virtual hearing facilities witnessed substantial growth:
Cases handled through video conferencing increased from 14,494 to 30,683
Hearings conducted rose from 24,181 to 87,083
Cases disposed through virtual hearings increased from 1,587 to 4,941
Other key improvements include:
Daily order uploads increased by 17.3% from 16,00,214 to 18,77,604
SMS notifications reached 19,75,817
Email notifications increased from 1,98,028 to 37,35,126
Even during the fourth quarter of FY 2025-26 (January–March 2026), consumer commissions maintained strong performance, disposing of 34,600 cases against 38,944 filings, achieving a disposal rate of 88.84%, higher than the corresponding quarter of FY 2024-25.
Faster and Easier Access to Justice
Consumers can now file complaints online from anywhere in India or abroad, track case progress in real time and participate in virtual hearings without travelling to consumer commissions.
The platform offers:
Online filing and digital document exchange
OTP-based onboarding
Multilingual support
AI and machine learning-enabled services
Online payment through Bharat Kosh, PayGov and SBI ePay
Automated SMS and email alerts
AI chatbot assistance
Voice-to-text functionality
Accessibility features for persons with disabilities
Role-based dashboards for advocates and commission officials
Virtual hearings have become the default mode of hearing, supported by hybrid video-conferencing infrastructure at all NCDRC benches and 35 State Commissions.
The platform has enabled Non-Resident Indians (NRIs) to access consumer justice without returning to India.
