Context
The e-Jagriti platform was recently honoured with the Silver Award at the National Awards for e-Governance (NAeG) 2026 for strengthening technology-driven consumer dispute resolution in India.
About e-Jagriti Platform
- e-Jagriti is a flagship digital initiative of the Department of Consumer Affairs, launched on 1 January 2025 to establish a technology-driven and integrated consumer dispute redressal system.
- It integrates e-Daakhil, Online Case Monitoring System (OCMS), NCDRC CMS, and CONFONET into a unified AI-enabled and paperless platform.
- The platform enables consumers to file complaints, make online payments, track case progress, and access orders and judgments through a single digital interface.
- It provides secure access through end-to-end encryption and role-based permissions, allowing users, including NRIs, to manage cases from any location.
- To ensure inclusivity, the platform offers multilingual support and accessibility features, making consumer grievance redressal more user-friendly and widely accessible.
- It uses Artificial Intelligence (AI) and Machine Learning (ML) tools for smart search of archived complaints, cases, and judgments, along with voice-to-text conversion of judicial records.
- The platform streamlines the functioning of consumer commissions by improving case management, reducing procedural delays, and minimising reliance on physical processes.
- By digitising consumer dispute resolution, it enhances transparency, efficiency, and accessibility across the consumer protection ecosystem.
- It facilitates timely, transparent, and cost-effective resolution of consumer disputes at the district, state, and national levels.
