Consumer Dispute Redressal Sees Major Digital Transformation
Recent data from July 2025 shows a remarkable improvement in consumer grievance disposal rates across India. Ten States and the National Consumer Disputes Redressal Commission (NCDRC) reported disposal rates exceeding 100 percent. This means more cases were resolved than filed during this period. The introduction of the e-Jagriti platform has played important role in this progress by streamlining complaint registration and case management.
Disposal Rates Reflect Enhanced Efficiency
Recently, NCDRC achieved a disposal rate of 122 percent. Tamil Nadu led with 277 percent, followed by Rajasthan at 214 percent and Telangana at 158 percent. Other States such as Himachal Pradesh, Uttarakhand, Meghalaya, Kerala, Puducherry, Chhattisgarh, and Uttar Pradesh also recorded disposal rates above 100 percent. This marks rise compared to the same period in 2024, indicating faster resolution of consumer disputes nationwide.
e-Jagriti
Launched on 1 January 2025 by the Department of Consumer Affairs, e-Jagriti integrates multiple legacy systems into one platform. It connects OCMS, e-Daakhil, NCDRC CMS, and CONFONET portals. This unified interface allows consumers and advocates to file complaints from anywhere in India or abroad using OTP-based authentication. It supports online and offline fee payments and real-time case tracking.
Features Enhancing Accessibility and Transparency
e-Jagriti offers digital case filing, document exchange, virtual hearings, and instant SMS and email updates. It supports multiple languages and includes chatbot assistance. Voice-to-text features help visually impaired and elderly users. Advocates can track cases, receive hearing alerts, upload documents, and verify credentials through Bar Council integration. Judges gain secure access to digital case files, smart calendars, analytics dashboards, and virtual courtrooms.
Technological Integration and Security
The platform integrates Bharat Kosh and PayGov for seamless fee transactions. It uses role-based permissions and end-to-end encryption to ensure data security. Digitisation reduces paper use and travel needs, promoting environmental sustainability. Virtual hearings cut down physical court appearances, speeding up dispute resolution.
Impact on Consumer Justice
e-Jagriti has registered over 200,000 users, including Non-Resident Indians (NRIs). In 2025 alone, more than 85,000 cases were filed via the platform. This digital transformation supports faster, more inclusive consumer justice. It empowers citizens to assert their rights with ease and transparency, reflecting the government’s commitment to improving grievance redressal mechanisms.
About NCDRC
The National Consumer Disputes Redressal Commission was established in 1988 under the Consumer Protection Act, 1986. It functions as a quasi-judicial body headquartered in New Delhi. The Commission is led by a sitting or retired Supreme Court judge or Chief Justice of a High Court. It entertains complaints exceeding ₹2 crore and handles appeals from State Commissions or District forums. Appeals against NCDRC orders can be made to the Supreme Court within 30 days.
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