New Delhi, July 4 (IANS). Prime Minister Narendra Modi on Saturday said that the e-Jagruti platform is solving many major challenges by digitalizing the entire process of consumer complaints. This platform makes the entire process from registration of consumer complaint to its disposal online and paperless.
Prime Minister Modi shared an article based on the e-Jagruti platform written by Consumer Affairs, Food and Public Distribution Minister Pralhad Joshi on the social media platform
In his article, Pralhad Joshi wrote that today consumers are transacting through a large number of e-commerce platforms, digital payment systems and online marketplaces. In such a situation, the traditional consumer justice system, which consisted of paper filing, manual investigation, separate software and in-person hearing, was no longer able to meet the needs of the rapidly changing digital economy.
He said that protection of consumer rights in the digital age was not possible only by changing laws, but it was also necessary to make the entire system of justice delivery modern and technology-based.
The e-Jagruti platform, launched on January 1, 2025, has integrated four legacy systems OCMS, e-Daakhil, National Consumer Disputes Redressal Commission (NCDRC) CMS and Confonet into an Artificial Intelligence (AI)-based, paperless digital platform.
According to the government, more than 2.29 lakh consumer cases have been filed through the platform since its launch, while more than 2.07 lakh cases have been disposed of. Thus the platform has achieved an overall settlement rate of 90.75 percent. This is providing the facility to consumers living in the country and abroad to get online justice from anywhere.
The government said that with the help of this platform, now non-resident Indians (NRIs) can also get resolution of their consumer complaints without returning to India.
A significant improvement was also recorded in the performance of consumer commissions across the country during the financial year 2025-26. More than 1.65 lakh new cases were registered during this period, while more than 1.52 lakh cases were disposed of. With this, the disposal rate of cases increased to 92.3 percent, which is higher than 89.47 percent for the financial year 2024-25.
At the same time, the performance of consumer commissions remained strong even during the fourth quarter (January to March) of the financial year 2025-26. During this period, 38,944 new cases were registered, while 34,600 cases were disposed of, achieving a disposal rate of 88.84 per cent, which was better than the same period of last FY 2025.
–IANS
DBP
