E-Jagriti: The Digital Transformation Of Consumer Dispute Resolution In India

Policy Update
Khushi

Background

India’s consumer market has expanded rapidly with the growth of e-commerce, digital payments, online services and platform-based transactions. As the volume and complexity of consumer transactions increase, effective mechanisms for resolving disputes over defective goods, deficient services, refunds, unfair practices and other consumer grievances become increasingly important.

The key challenge, therefore, was not simply the availability of digital tools, but their fragmented functioning. Separate platforms could require different interfaces and workflows for filing, case monitoring and institutional processes, making it difficult to provide a seamless end-to-end digital experience for consumers and commissions. This fragmentation also limited the ability to create a single, integrated view of consumer disputes across different levels of the redressal system. The policy requirement was consequently to move from multiple digital platforms towards an interoperable system that could connect case filing, scrutiny, proceedings, monitoring and disposal within a common digital architecture (Department of Consumer Affairs, 2024).

Against this backdrop, the Government launched e-Jagriti on 1 January 2025 as a unified digital platform for consumer dispute resolution. Developed under the Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution, the platform brought together the earlier digital systems into a single ecosystem covering consumers, advocates and Consumer Commissions (Press Information Bureau, 2026).

The platform seeks to digitise the entire lifecycle of a consumer dispute, including online filing, document submission, case management, payments, hearings, case tracking and access to judgments. It also incorporates features such as faceless onboarding, multilingual access, virtual and hybrid hearings, Artificial Intelligence-enabled search, voice-to-text functionality and real-time case tracking (Department of Consumer Affairs, 2024; Press Information Bureau, 2026).

The scale of early adoption has been substantial. By June 2026, e-Jagriti had registered more than 4.15 lakh users, facilitated the filing of over 2.29 lakh consumer cases and recorded more than 2.07 lakh disposed cases, with an overall reported disposal rate of 90.75% (Press Information Bureau, 2026).

However, digitalisation of consumer dispute resolution does not automatically mean faster or more accessible justice for every consumer. Its effectiveness also depends on digital accessibility, institutional capacity, quality of case processing, participation in virtual proceedings and effective implementation of decisions.

Functioning

e-Jagriti functions as an integrated digital platform for consumer dispute resolution, bringing several stages of the dispute-resolution process onto a common technological framework. Rather than operating only as an online filing portal, it is designed to support the consumer, advocate and Consumer Commissions across different stages of a case (Department of Consumer Affairs, 2024).

1. Online filing and case registration

Consumers can use e-Jagriti to file consumer complaints digitally, submit relevant documents and initiate proceedings without necessarily making repeated physical visits to Consumer Commissions. This is intended to reduce procedural barriers and make access to consumer redressal more convenient.The platform also supports digital submission of documents and other case-related information, allowing the dispute to enter the digital case-management system from the beginning (Department of Consumer Affairs, 2024).

2. Integrated case management

A major feature of e-Jagriti is the integration of different stages of case processing into a single digital platform. Case information, documents and proceedings can be managed electronically, allowing stakeholders to track the progress of cases more systematically.

This integration brings together functions that were previously distributed across platforms such as Computerised Consumer Information System (CONFONET), e-Daakhil, Online Case Monitoring System (OCMS) and Case Monitoring System (CMS) of the National Consumer Disputes Redressal Commission (NCDRC), reducing fragmentation in digital consumer dispute management (Press Information Bureau, 2026).

3. Digital hearings and proceedings

e-Jagriti supports virtual and hybrid hearings, allowing parties to participate in proceedings remotely where permitted. This can reduce geographical barriers, particularly for consumers who may otherwise have to travel to the location of the concerned Consumer Commission.The availability of digital proceedings also creates the possibility of greater flexibility in scheduling and participation while retaining the institutional role of Consumer Commissions in adjudicating disputes (Department of Consumer Affairs, 2024).

4. Digital payments and document management

The platform incorporates digital facilities for payment of fees and submission and management of case documents. Bringing these procedural requirements into the same digital ecosystem can reduce dependence on separate offline processes and make the progress of a case easier to track.

5. Case tracking and transparency

Consumers and other authorised users can track the status and progress of cases through the platform. This creates greater visibility into the procedural stage of a complaint and can reduce uncertainty regarding whether a filing has been registered, processed or listed.The platform therefore creates a digital information trail across different stages of the dispute-resolution process (Press Information Bureau, 2026).

6. Artificial Intelligence and language-enabled features

e-Jagriti incorporates technology-enabled features such as Artificial Intelligence-supported search, voice-to-text functionality and multilingual capabilities. These features are intended to make information retrieval and interaction with the platform easier for users and can potentially reduce some of the technical barriers associated with digital legal processes (Press Information Bureau, 2026).

7. Integration of Consumer Commissions

The platform connects the District, State and National levels of the consumer dispute-resolution system, creating a more unified digital environment for case management. This integration is significant because consumer disputes may move through different institutional levels depending on the nature of the complaint and subsequent appeals.

8. End-to-end digital workflow

The overall functioning of e-Jagriti can therefore be understood as:

Consumer grievance → Online filing → Document submission & payment → Case registration → Digital case management → Virtual/physical hearing → Order → Case tracking

The central feature of e-Jagriti is consequently not simply the digitisation of individual procedures, but the integration of previously separate digital systems into a common consumer-dispute resolution ecosystem. Its effectiveness will ultimately depend on whether this integration translates into easier access, reduced procedural delays and more transparent case management without creating new barriers for consumers who have limited digital access or technological familiarity.

Performance

The performance of e-Jagriti can be assessed through platform adoption, case processing, institutional integration and digital accessibility. These indicators primarily measure operational performance and should not automatically be interpreted as evidence of faster or more effective consumer justice.

1. Digital adoption and institutional coverage

By June 2026, the Government reported 4,15,365 registered users, 2,29,174 cases filed and 2,07,997 cases disposed of through e-Jagriti (Press Information Bureau, 2026). A subsequent portal snapshot records 3,50,137 consumers, 1,24,472 advocates and 3,580 Consumer Commissions among registered users, indicating participation by consumers, legal professionals and adjudicating institutions (e-Jagriti Portal, 2026).

2. Case disposal and Turnaround Time

The reported 90.75% disposal rate indicates substantial case-processing activity on the platform. However, the Government does not separately clarify how this aggregate figure relates to newly filed cases versus cases migrated from earlier systems such as CONFONET and e-Daakhil. It should therefore not be treated as a measure of the average speed of cases filed through e-Jagriti. Similarly, a national average Turnaround Time (TAT) is not provided in the available official data. Reported individual cases resolved within 27 and 56 days demonstrate the possibility of quicker disposal but cannot be treated as representative of the platform as a whole (Press Information Bureau, 2026).

3. Integration of digital systems

e-Jagriti consolidates Consumer Forum Network (CONFONET), e-Daakhil, Online Case Monitoring System (OCMS) and National Consumer Disputes Redressal Commission Case Management System (NCDRC-CMS) into a common digital environment. This integration is intended to reduce fragmentation across the District, State and National Consumer Commissions (Press Information Bureau, 2026).

4. Accessibility and virtual proceedings

Digital filing, case tracking, virtual and hybrid hearings and multilingual functionality can reduce geographical and procedural barriers. The Government also reported that cases handled through video conferencing increased from 14,494 to 30,683 during FY 2025–26, indicating greater use of remote proceedings (Press Information Bureau, 2026). Thus, the current evidence establishes that e-Jagriti has achieved substantial digital adoption and case-processing activity, while its broader contribution to the quality, accessibility and effectiveness of consumer justice requires assessment through outcome-oriented indicators.

Performance snapshot

Indicator	Reported Figures
Registered users, June 2026	4,15,356
Cases filed	2,29,174
Cases disposed	2,07,997
Reported disposal rate	90.75%
Video-conferencing cases, FY 2025–26	30,683

Impact

As e-Jagriti is still a relatively new platform, its long-term impact requires continued evaluation. The available evidence primarily demonstrates digitalisation and operational change, while broader effects on access, affordability and consumer protection remain emerging.

1. Lowering the cost of accessing consumer justice

Online filing, digital document submission, payments and virtual hearings can reduce the need for repeated travel to Consumer Commissions. This may be particularly significant for rural and geographically distant consumers, who can otherwise face transport, accommodation and wage-loss costs when pursuing relatively small consumer claims.

2. Improving procedural transparency

Digital case tracking and electronic records can give consumers greater visibility over the progress of their complaints. This can strengthen procedural transparency by allowing users to track important stages of a case without depending entirely on physical visits or intermediaries.

3. Strengthening systemic consumer protection

An integrated digital system can generate structured information on complaint patterns, products, services and recurring grievances. Subject to appropriate data-sharing and privacy safeguards, such information could support the Central Consumer Protection Authority (CCPA) in identifying patterns of systemic consumer fraud, misleading practices or repeated violations and informing regulatory intervention (Department of Consumer Affairs, 2024).

4. Improving administrative decision-making

Aggregated digital data can help identify pendency patterns, workload pressures and procedural bottlenecks across Consumer Commissions. This creates scope for more evidence-based administrative planning and resource allocation.

5. Digital inclusion remains a condition for impact

The benefits of e-Jagriti may not be distributed equally. Consumers with limited digital literacy, internet connectivity, access to devices or familiarity with online procedures may continue to face barriers. Therefore, digital transformation should be accompanied by accessible assistance and alternative support mechanisms.

Overall, e-Jagriti has the potential to make consumer justice less geographically costly, more transparent and more responsive to patterns of systemic consumer harm. Its longer-term impact, however, should be assessed through evidence on actual consumer costs, accessibility, regulatory action based on platform-generated data and the effectiveness of remedies, rather than platform usage alone.

Emerging Issues

1. Digital divide and accessibility

Digital consumer dispute resolution can create barriers for consumers with limited digital literacy, internet connectivity or access to devices. These challenges may be more pronounced in tier-3 and rural districts where broadband reliability can differ from metropolitan centres. The platform should therefore retain assisted filing, help desks and offline facilitation, while ensuring accessibility for senior citizens and persons with disabilities. Its interface should also follow recognised accessibility standards such as Web Content Accessibility Guidelines (WCAG) 2.1, including appropriate support for visually impaired users.

2. Data privacy and cybersecurity

e-Jagriti processes personal, financial and case-related information, including potentially sensitive documents. Its data practices therefore need to comply with the Digital Personal Data Protection Act, 2023, including appropriate safeguards for consent, processing, access and security. Particular care is required where cases involve financial records, medical documents in medical-negligence disputes, or information processed through third-party cloud infrastructure. Clear data-governance arrangements, access controls, encryption, audit trails and appropriate data-storage and residency safeguards are therefore essential.

3. Legacy-data integration and data quality

Integrating earlier systems creates technical challenges beyond simple data transfer. Legacy records may contain missing metadata, corrupted scanned PDFs, inconsistent document formats and non-standard case-numbering systems across State Commissions. These problems can affect searchability, case identification and continuity of records. Systematic data validation, standardisation and record reconciliation will therefore be necessary during migration.

4. Digital hearings and procedural fairness

Virtual and hybrid hearings can improve convenience but may create difficulties involving connectivity, audio-visual quality and effective participation. A related concern is the possibility of ex-parte orders where non-tech-savvy or unrepresented parties fail to notice automated summons, emails or digital hearing notifications. Digital communication should therefore be supplemented by appropriate safeguards to ensure that technological difficulties do not result in a party losing a meaningful opportunity to be heard.

5. Technology cannot replace adjudication

e-Jagriti can streamline filing, documentation and case management, but consumer disputes still require legal assessment and adjudication by competent Consumer Commissions. Artificial Intelligence-enabled search or administrative tools should support, rather than substitute, human decision-making, particularly in cases involving complex facts, conflicting evidence or interpretation of consumer law.

6. Measuring disposal versus actual justice

A digitally disposed case does not necessarily mean that effective consumer redressal has been achieved. Disposal, resolution and enforcement are distinct stages. Evaluation should therefore consider indicators such as time taken to resolve disputes, compliance with orders, enforcement of remedies, consumer satisfaction and accessibility, rather than relying solely on disposal figures.

7. Institutional capacity and vacancies

Digital infrastructure cannot by itself resolve institutional capacity constraints. Vacancies among judicial members and other members of District and State Consumer Commissions can continue to affect case disposal and pendency even when digital processes are efficient. e-Jagriti therefore needs to be accompanied by adequate staffing, training, technical support and timely filling of vacancies.

Overall, the central challenge is to ensure that digital transformation reduces procedural barriers without creating new forms of exclusion or procedural disadvantage. The effectiveness of e-Jagriti will depend on balancing technological efficiency with privacy, accessibility, data quality, procedural fairness and adequate institutional capacity.

Way Forward

1. Adopt a digital-plus-assisted access model

e-Jagriti should follow a digital-first but not digital-only approach. Online filing should be complemented by facilitation through Common Service Centres (CSCs), help desks and assisted filing for consumers with limited digital literacy or internet access. Options such as WhatsApp- and Interactive Voice Response (IVR)-based assistance can further improve access for users who face difficulties navigating the platform independently.

2. Strengthen accessibility and inclusion

The platform should expand multilingual interfaces, accessibility features for persons with disabilities, voice-based tools and simplified user journeys. Consumer-facing information should use clear language so that users do not require specialised legal or technical knowledge merely to access basic services.

3. Strengthen data protection and cybersecurity

Given the sensitive information processed through the platform, e-Jagriti should maintain strong authentication, encryption, role-based access and audit mechanisms, alongside regular cybersecurity assessments. Data governance should remain aligned with the Digital Personal Data Protection Act, 2023.

4. Improve interoperability and data quality

The integration of CONFONET, e-Daakhil, OCMS and NCDRC-CMS should be supported by common data standards, systematic validation and mechanisms to correct incomplete or inconsistent legacy records. This would help maintain the reliability of the unified platform.

5. Strengthen institutional capacity

Consumer Commission personnel should receive continuous training in digital case management, virtual hearings and electronic documentation, supported by dedicated technical assistance, particularly at the District Commission level. Digitalisation should also be accompanied by efforts to address staff and member vacancies that affect institutional capacity.

6. Maintain strict boundaries on Artificial Intelligence

Artificial Intelligence-enabled search, voice-to-text and administrative tools should remain strictly assistive. They should not determine the merits of a dispute, assess evidence, recommend a judicial outcome or substitute for adjudication by Consumer Commissions. Human decision-making must remain mandatory for all adjudicatory functions.

7. Strengthen outcome-based monitoring

Evaluation should move beyond cases filed and disposed to indicators such as Turnaround Time, pendency, user satisfaction, accessibility, procedural delays and compliance with orders. Independent evaluations can compare these indicators across time and different levels of Consumer Commissions.

8. Track execution of consumer orders

Digital case management should extend beyond disposal to the actual enforcement of remedies. e-Jagriti should provide dedicated tracking of execution proceedings, including proceedings under Sections 71 and 72 of the Consumer Protection Act, 2019, so that consumers can monitor whether an order has been complied with and appropriate action is taken in cases of non-compliance.

Ultimately, e-Jagriti should aim not merely to create a paperless consumer dispute-resolution system, but an accessible, transparent and accountable digital justice ecosystem in which technological efficiency is accompanied by meaningful access, human adjudication and effective enforcement of consumer remedies.

References

Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution. (2025). Annual Report 2024–25. Government of India. Official Department of Consumer Affairs Annual Report 2024–25

Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution. (2026, January 30). Year-End Review 2025: Driving Digital Justice, Consumer Trust and Quality in India’s Marketplace. Press Information Bureau. Official Year-End Review 2025

Press Information Bureau, Ministry of Consumer Affairs, Food & Public Distribution. (2025, August 17). National Consumer Disputes Redressal Commission along with 10 States Achieve Over 100% Disposal Rate of Consumer Cases in July 2025. Government of India. Release ID: 2157241. Official PIB release – 17 August 2025

Press Information Bureau, Ministry of Consumer Affairs, Food & Public Distribution. (2026, June 7). e-Jagriti Wins Silver Award at National Awards for e-Governance 2026. Government of India. Release ID: 2269994. Official PIB release – 7 June 2026

Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution. (2026). Consumer Protection Unit. Government of India. Official Consumer Protection Unit

Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution. (2026). National Consumer Helpline. Government of India. Official National Consumer Helpline

Government of India. (2019). The Consumer Protection Act, 2019 (Act No. 35 of 2019). Ministry of Consumer Affairs, Food & Public Distribution, Department of Consumer Affairs. Official Consumer Protection Act, 2019

Government of India. (2023). The Digital Personal Data Protection Act, 2023 (Act No. 22 of 2023). Ministry of Electronics and Information Technology. Official Digital Personal Data Protection Act, 2023

About the contributor

Khushi holds a Master’s degree in Sociology. She serves as a Research and Editorial Intern at IMPRI and has research interests in public policy, governance, digital transformation, and institutional reforms.

Acknowledgement

The author sincerely acknowledges the IMPRI team for their guidance, valuable feedback, and continuous support throughout the preparation of this Policy Update.

Reviewers: Anushree Khare and Sneha Kohli

Disclaimer

This article is intended for academic purposes only. The views expressed are those of the author and do not necessarily reflect the views of IMPRI or any government.