Unified Consumer grievance portal speeds up case disposal, attracts 1,388 NRIs

NEW DELHI: The govt’s unified digital platform, e-Jagriti, which enables consumers to file and track grievances with all consumer commissions, has garnered over 2.7 lakh registered users, including 1,388 NRIs, since its launch on Jan 1.

In a statement, the consumer affairs department said on Sunday that as of Nov 13, the unified portal has facilitated over 1.3 lakh case filings and ensured the disposal of more than 1.27 lakh cases. “This year, 466 complaints by NRIs have been filed through the platform, with major participation from countries such as the US (146), UK (52), the UAE (47), Canada (39), Australia (26) and Germany (18),” it said.

The e-Jagriti platform integrates legacy systems and portals into a single seamless interface. It streamlines procedures for citizens by reducing paperwork, minimising travel and eliminating physical documentation. It also strengthens access for NRIs by removing geographical barriers and allowing them to assert their consumer rights from abroad.

The department said with its OTP-based registration, e-Jagriti enables people, including NRIs, to file complaints, make digital or offline fee payments, participate in virtual hearings, exchange documents online and track cases in real time. It is operational at the National Consumer Disputes Redressal Commission (NCDRC) and in all states and UTs

“NRIs and citizens can file and manage cases from any location, with secure end-to-end encryption and role-based permissions. Automated workflows, real-time updates via SMS/email, and virtual hearings have contributed to disposal rates exceeding 100% in 10 states and in the NCDRC recently. Features such as multilingual interfaces and accessibility tools make it user-friendly for diverse demographics, while integration with Bharat Kosh and PayGov gateways ensures hassle-free fee payments,” an official said.

The department said the platform has recorded an increase in disposal efficiency this year. Between July-Aug, 27,545 cases were disposed of against 27,080 filed, and in Sept-Oct, 24,504 cases were disposed of against 21,592 filed — both surpassing the 2024 performance and demonstrating faster resolution of complaints.


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