Government’s e-Jagriti portal crosses 1.3 lakh cases, NRI filings rise

The government’s e-Jagriti consumer grievance platform has processed about 1,30,000 cases since its launch in January, with more than 2,00,000 users — including non-resident Indians — registered on the unified system, the Consumer Affairs Ministry said on Sunday.

According to the ministry, the platform has disposed of 1,27,058 cases as of 13 November, underscoring the shift towards faster digital consumer redressal. e-Jagriti enables NRIs to file complaints from anywhere in the world through OTP-based registration, online payments, digital document uploads and virtual hearings.

NRIs filed 466 cases this year. The United States accounted for the highest at 146, followed by Britain with 52 and the United Arab Emirates with 47.

“e-Jagriti is a cornerstone of our commitment to inclusive consumer justice,” the ministry said, noting that the platform removes geographical barriers for NRIs while simplifying processes for domestic users.

Gujarat reported the highest usage among states with 14,758 cases, followed by Uttar Pradesh with 14,050 and Maharashtra with 12,484, ministry data showed.

The platform integrates multiple legacy systems into a single interface and offers multilingual support, chatbot assistance and voice-to-text options for elderly or visually impaired users. It uses end-to-end encryption for secure filings.

Disposal rates improved in 2025, with 27,545 cases resolved against 27,080 filed from July to August, and 24,504 disposed against 21,592 filed between September and October — both higher than the comparable periods in 2024.

As of 13 November, more than 2,00,000 SMS alerts and 1.2 million e-mail notifications had been sent for registrations, case updates, filing acknowledgements and approvals.

The National Consumer Disputes Redressal Commission is examining ways to further cut paper submissions to move towards near-paperless proceedings aligned with the platform’s digital features.

Recent resolutions include a 25-day case in Morigaon, Assam, where a parent received Rs 3,05,000 following unauthorised deductions for cancelled online classes, and a five-month case in Tripura where a consumer was awarded Rs 1,67,000 for a defective eight-year-old refrigerator.

The ministry encouraged consumers, including NRIs, to use e-Jagriti for addressing grievances.