New Delhi, 07 June (H.S.):

E-Jagriti, the digital platform of the Department of Consumer Affairs, has been awarded the Silver Award at the National e-Governance Awards 2026 by the Department of Administrative Reforms and Public Grievances (DARPG) for driving digital transformation in the consumer grievance redressal system and simplifying government processes. The award was conferred under the category “Re-engineering of Government Processes and Digital Transformation through the Use of Technology.” E-Jagriti was selected following an evaluation conducted among 341 nominations.

The Ministry of Consumer Affairs, Food and Public Distribution said on Sunday that the E-Jagriti platform, launched on January 1, 2025, has made the consumer grievance redressal mechanism more digital, transparent, and accessible. More than 229,000 consumer cases have been registered through the platform so far, of which over 207,000 have been resolved, resulting in an overall disposal rate of 90.75 percent.

According to the ministry, E-Jagriti has integrated four legacy systems—OCMS, E-Daakhil, NCDRC CMS, and Confonet—into a unified, AI-enabled, and completely paperless platform. The system currently has more than 415,000 registered users.

During the financial year 2025–26, consumer commissions registered more than 165,000 cases, while over 152,000 cases were disposed of. During the same period, the disposal rate increased to 92.30 percent, compared to 89.47 percent in the financial year 2024–25.

The ministry further stated that virtual hearing facilities have witnessed significant growth. A total of 30,683 cases were conducted through video conferencing, while 87,083 hearings took place online. Additionally, 4,941 cases were resolved through virtual proceedings.

Through the E-Jagriti platform, consumers can file complaints online from within India and abroad, upload documents, track case progress, and participate in virtual hearings. The platform also offers multilingual support, an AI-powered chatbot, voice-to-text functionality, online payment facilities, and SMS and email alerts.

According to the ministry, the platform has also proven beneficial for Non-Resident Indians (NRIs). So far, 3,312 NRI users have registered on the platform, and 751 complaints have been filed. Of these, 61 cases have already been resolved.

In the financial year 2025–26, the National Consumer Disputes Redressal Commission (NCDRC), along with the consumer commissions of Uttarakhand, Chhattisgarh, Chandigarh, Madhya Pradesh, Punjab, Meghalaya, Rajasthan, Karnataka, and Arunachal Pradesh recorded disposal rates exceeding 100 percent, reflecting significant efficiency gains in consumer dispute resolution.

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Hindusthan Samachar / Jun Sarkar