e-Jagriti grievance platform wins Silver Award for e-Governance, records 90.75 pc disposal rate
New Delhi, June 7
The e-Jagriti platform of the Department of Consumer Affairs has won the Silver Award under "Category I-Government Process Re-engineering by Use of Technology for Digital Transformation" at the prestigious National Awards for e-Governance 2026, presented by the Department of Administrative Reforms and Public Grievances, according to an official statement issued on Sunday.
Launched on January 1, 2025, e-Jagriti has unified four legacy applications OCMS, e-Daakhil, National Consumer Disputes Redressal Commission (NCDRC) CMS and CONFONET into a single AI-enabled, paperless platform.
Since its launch, the platform has facilitated filing of more than 2.29 lakh consumer cases and disposal of over 2.07 lakh cases, achieving an overall disposal rate of 90.75 per cent while enabling consumers to access justice from anywhere in India and abroad.
The recognition for the award comes after a rigorous evaluation process involving 341 nominations from Union Ministries, Departments and state governments, reaffirming e-Jagriti's role in transforming consumer grievance redressal through technology-driven, citizen-centric service deliver, the statement said.
During Financial Year (FY) 2025-26, consumer commissions registered significant improvements in performance with over 1.65 lakh cases and more than 1.52 lakh cases being disposed.
The disposal rate increased to 92.3 per cent, compared to 89.47 per cent in FY 2024-25.
Virtual hearing facilities witnessed substantial growth with cases handled through video conferencing increasing from 14,494 to 30,683.
Other key improvements include daily order uploads increasing by 17.3 per cent from 16,00,214 to 18,77,604.
Even during the fourth quarter of FY 2025-26 (January-March 2026), consumer commissions maintained strong performance, disposing of 34,600 cases against 38,944 filings, achieving a disposal rate of 88.84 per cent, higher than the corresponding quarter of FY 2024-25, the statement said.
Consumers can now file complaints online from anywhere in India or abroad, track case progress in real time and participate in virtual hearings without travelling to consumer commissions.
The platform has enabled Non-Resident Indians (NRIs) to access consumer justice without returning to India.
The number of NRI users registered has gone up to 3,312.
A total of 61 NRI cases have already been disposed of through the platform.
During FY 2025-26, apart from NCDRC the states recording disposal rates exceeding 100 per cent include Uttarakhand, Chhattisgarh, Chandigarh (Union Territory), Madhya Pradesh, Punjab, Meghalaya, Rajasthan, Karnataka and Arunachal Pradesh.
To ensure smooth implementation, the Department conducted regional workshops, organised nearly 50 video conferences with State Commissions and deployed dedicated technical manpower across levels, the statement added.
— IANS
Reader Comments
As a homemaker who fought a defective appliance case for over a year, this is heartening. The fact that NRIs can file from abroad without coming back is brilliant. But please make the interface more user-friendly in regional languages – many housewives don't speak English fluently. ☺️
Good to see India's digital push working for consumers. I'm based in the UK and recently used e-Jagriti to file a complaint against an airline. The process was smooth, and I got a hearing via video link. 90.75% is decent, but for a system handling lakhs of cases, even 9% pending is huge. Keep iterating!
Silver award is well-deserved! The 92.3% disposal rate in FY 2025-26 is excellent compared to previous years. However, I'm skeptical about state-level performance – some states with >100% disposal might be clearing old pending cases, not necessarily new ones. Need better data transparency. Still, a big improvement overall.
Having moved back from Australia, I'm impressed that Indian e-governance is now embracing AI and virtual hearings. The 30,683 video conference cases show how far we've come. But I wish they'd also focus on reducing the burden on consumers – even digital filing can be daunting for elderly people without tech support.
Ye kya baat hai! Silver award for e-Jagriti? I filed a complaint last month and the portal was painfully slow during peak hours. Also, the order uploads increased by only 17%
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