CONFONET

CONFONET, short for Computerisation and Computer Networking of Consumer Forums in the Country, is a flagship e-governance project of the Government of India aimed at strengthening the consumer dispute redressal system through information and communication technology (ICT). The initiative seeks to integrate all levels of Consumer Disputes Redressal Commissions (CDRCs)—from the National Commission to State and District Forums—into a single, computerised, and networked platform to ensure speedy, transparent, and efficient delivery of justice to consumers.

Background and Genesis

India’s consumer protection framework is based on the Consumer Protection Act, 1986, which established a three-tier system of forums for the settlement of consumer grievances:

1. District Consumer Disputes Redressal Forum (DCDRF)
2. State Consumer Disputes Redressal Commission (SCDRC)
3. National Consumer Disputes Redressal Commission (NCDRC)

While the legislation empowered consumers, the system initially faced challenges such as procedural delays, manual record-keeping, lack of case monitoring, and limited accessibility to case information. To address these inefficiencies, the Department of Consumer Affairs (DoCA) under the Ministry of Consumer Affairs, Food and Public Distribution launched the CONFONET Project in March 2005.
The project was implemented by the National Informatics Centre (NIC), which developed the software architecture, maintained the national data repository, and provided technical support across all forums.

Objectives of CONFONET

The primary objectives of CONFONET are to:

• Digitise and automate the functioning of consumer forums at all levels.
• Network all consumer forums through a unified ICT infrastructure for real-time information sharing.
• Enhance transparency and accountability in the consumer grievance redressal process.
• Provide online access to case status, judgments, and cause lists to consumers, advocates, and officials.
• Facilitate data management and generate analytical reports for policymaking and monitoring.
• Reduce delay in the disposal of cases by introducing systematic workflows and electronic document management.

Structure and Implementation

The CONFONET system operates on a three-tier hierarchical model aligned with India’s consumer forum structure:

1. National Level (NCDRC):
   • Acts as the central node of the network.
   • Maintains the National Data Repository.
   • Monitors case flow and performance metrics across the country.
2. State Level (SCDRCs):
   • Linked with both the NCDRC and the district forums within the state.
   • Handles data integration, user management, and state-level reporting.
3. District Level (DCDRFs):
   • Serve as the foundation of the system, where the majority of consumer complaints are filed and processed.
   • Equipped with computer systems, broadband connectivity, scanners, and printers for electronic record maintenance.

Each forum is connected via the NIC network (NICNET), ensuring secure and continuous communication among all tiers.

Key Features of the CONFONET System

The CONFONET platform integrates several modules that facilitate efficient case handling and citizen services:

• Online Case Registration: Consumers can file complaints electronically through the E-Daakhil Portal, which is linked to CONFONET.
• Cause List Generation: Automatic preparation of daily cause lists for hearings and case scheduling.
• Case Tracking: Real-time tracking of cases, from registration to judgment, accessible to all stakeholders.
• Judgment Uploading and Retrieval: Orders and judgments are digitally archived and made available to the public through the official portal.
• Performance Monitoring Dashboard: Enables the Department of Consumer Affairs to monitor case pendency, disposal rates, and forum efficiency.
• MIS (Management Information System) Reports: Generates detailed statistical and analytical reports for administrative and judicial review.
• Citizen Interface: The public portal www.confonet.nic.in allows users to search cases by number, party name, or date, and access judgments and case histories.
• Digital Record Maintenance: Scanning and digitisation of case documents ensure permanent, tamper-proof records.
• Integration with E-Courts: CONFONET shares conceptual and technical similarities with the judiciary’s e-courts initiative, enabling better coordination between the consumer forums and the regular judicial system.

Benefits and Impact

The CONFONET project has led to a significant transformation in the functioning of consumer forums across India.
1. Transparency and Accessibility:

• Citizens can now view case details, hearing dates, and judgments online, reducing the need for physical visits.

2. Speedy Disposal of Cases:

• Automated workflows and digital records have improved efficiency and reduced procedural delays.

3. Data-Driven Governance:

• Centralised data helps policymakers analyse trends in consumer grievances, identify problem sectors, and develop targeted interventions.

4. Accountability and Monitoring:

• Real-time tracking allows higher authorities to monitor performance at district and state levels.

5. Public Awareness:

• By providing open access to case data, CONFONET promotes consumer awareness and trust in the redressal system.

6. Environmental Sustainability:

• Reduction in paper usage through digitisation contributes to eco-friendly governance.

Integration with E-Daakhil

In recent years, the CONFONET framework has been integrated with the E-Daakhil portal, launched in September 2020 under the Consumer Protection Act, 2019. This platform allows consumers to:

• File complaints online from anywhere in India.
• Pay fees electronically.
• Receive hearing notifications and orders digitally.
• Participate in hearings through video conferencing.

This integration has enhanced the convenience, speed, and inclusivity of consumer justice, especially during and after the COVID-19 pandemic.

Challenges and Limitations

Despite its success, CONFONET faces several implementation challenges:

• Uneven digital literacy among forum staff and consumers.
• Connectivity issues in remote and rural areas affecting online access.
• Hardware obsolescence and lack of regular maintenance at some forums.
• Need for continuous training of officials to handle updated software and data systems.
• Occasional delays in data synchronisation between district and national servers.

Future Prospects

The Government of India aims to further expand and modernise CONFONET by:

• Introducing AI-driven case analytics to predict trends and suggest speedy resolutions.
• Enhancing mobile compatibility and multilingual support for broader accessibility.
• Linking with other digital governance platforms for seamless citizen services.
• Upgrading infrastructure in lower-tier forums to ensure uniform standards nationwide.