The e-Jagriti platform, launched on 1 January 2025, received the Silver Award for Government Process Re-engineering at the National Awards for e-Governance 2026. It provides an AI-enabled, paperless interface for consumer grievance redressal, consolidating four legacy portals: CONFONET, e-Daakhil, NCDRC Case Management System, and the Online Consumer Mediation Cell (OCMS).
Key Features and Impact
- Operational Efficiency: Since inception, the platform recorded over 2.29 lakh case filings with a disposal rate of 92.30%.
- Technological Integration: Utilizes machine learning for smart case categorization, voice-to-text tools, and multilingual support.
- Accessibility: Supports hybrid virtual hearings, global access for NRIs, and assistive tools for persons with disabilities.
- Performance: Facilitated over 87,000 virtual hearings and automated over 37 lakh notices.
Performance Metrics (FY 2025-26)
IASPOINT Booster Facts
- Nodal Ministry: Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution.
- Legal Basis: Designed under the Consumer Protection Act, 2019.
- Three-Tier Structure:
- District Commission: Up to ₹50 lakh.
- State Commission: ₹50 lakh to ₹2 crore.
- National Commission (NCDRC): Above ₹2 crore.
- Awards: National Awards for e-Governance are administered by the Department of Administrative Reforms and Public Grievances (DARPG).
- NRI Usage: Highest complaint volume originated from users in the US, UK, and UAE.