Digital redressal: Government’s e-Jagriti portal resolves over 1.27 lakh cases; NRIs benefit from global access

The government’s e-Jagriti digital consumer grievance platform has handled nearly 1.30 lakh cases since its launch in January, with more than 2 lakh users—including non-resident Indians—registering on the unified system. The consumer affairs ministry said in a statement that 1,27,058 cases had been disposed of as of 13 November, highlighting the platform’s efficiency in strengthening consumer redressal nationwide.According to news agency PTI, e-Jagriti enables NRIs to file complaints from anywhere in the world without travelling to India, using OTP-based registration, online payments, digital document uploads and virtual hearings. This year, NRIs filed 466 complaints, led by the United States with 146 cases, followed by Britain with 52 and the UAE with 47.Calling the platform “a cornerstone of our commitment to inclusive consumer justice,” the ministry said it bridges geographical gaps for NRIs while offering smoother processes for domestic users. Gujarat saw the highest adoption with 14,758 cases, followed by Uttar Pradesh with 14,050 and Maharashtra with 12,484.e-Jagriti consolidates older systems into a single interface and includes multilingual support, chatbot assistance and voice-to-text tools to help visually impaired and elderly users. Security features include end-to-end encryption.Disposal rates improved sharply in 2025. Between July and August, 27,545 cases were resolved against 27,080 filed. From September to October, 24,504 cases were disposed of compared with 21,592 filed—higher than the numbers seen in 2024. As of 13 November, over 2 lakh SMS alerts and 1.2 million email notifications had been sent to users.The National Consumer Disputes Redressal Commission is also exploring ways to reduce paper submissions to support near-paperless proceedings.Among success stories, a 25-day resolution in Assam’s Morigaon where a parent received Rs 3,05,000 after unauthorised deductions for cancelled online classes, and a five-month case in Tripura where a consumer secured Rs 1,67,000 for a defective eight-year-old LG refrigerator.The ministry encouraged consumers, including NRIs, to use e-Jagriti for efficient grievance redressal.