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 centwhile 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.

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The platform has enabled Non-Resident Indians (NRIs) to access consumer justice without returning to India.

Out of 751 complaints filed by NRIs:

A total of 61 NRI cases has already been disposed of through the platform.

States Recording Disposal Rate Above 100%

During FY 2025-26, the following recorded disposal rates exceeding 100 per cent:

• NCDRC
• Uttarakhand
• Chhattisgarh
• Chandigarh
• Madhya Pradesh
• Punjab
• Meghalaya
• Rajasthan
• Karnataka
• Arunachal Pradesh 

To ensure smooth implementation, the Department conducted regional workshops, organised nearly 50 video conferences with State Commissions and deployed dedicated technical manpower across levels.For users, the platform provides: 

• Help documents
• Tutorial videos
• FAQs
• Process flow guides
• Dedicated Help Desk and ticketing system

Between October 2025 and March 2026, the Help Desk resolved 4,821 of the 5,537 tickets received. Since August 2025, weekly Jansunwai sessionsinvolving the Department, NCDRC and NIC have been helping users resolve issues and provide feedback for continuous improvement.

Consumer Success Stories

• Ahmedabad, Gujarat: In a mediclaim dispute, the District Consumer Disputes Redressal Commission, Ahmedabad, delivered justice within 27 days. The Commission directed an insurance company to refund Rs. 16,224 deducted from a mediclaim settlement, along with 7% interest, Rs. 2,000 compensation and Rs. 2,000 litigation costs.
• Namakkal, Tamil Nadu: In another case resolved within 56 days, the District Consumer Disputes Redressal Commission, Namakkal, ordered a learning academy to refund Rs. 24,780 collected under a job guarantee programme after services were not provided as promised. The Commission also awarded Rs. 10,000 compensation.

The Department of Consumer Affairs remains committed to further strengthening the platform through continuous training, accessibility improvements and stakeholder engagement to ensure faster, transparent and consumer-friendly justice delivery. Consumers and advocates can access the platform through e-Jagriti for seamless online grievance redressal.