Parliament Question: Implementation of e-Jagriti Platform

Government of India Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs LOK SABHA UNSTARRED QUESTION NO.2781 TO BE ANSWERED ON 05.08.2026 IMPLEMENTATION OF E-JAGRITI PLATFORM

2781. SMT. SMITA UDAY WAGH: DR. BHOLA SINGH: SHRI ANOOP PRADHAN VALMIKI: SMT.

KAMLESH JANGDE: SHRI PRATAP CHANDRA SARANGI: SHRI LAVU SRI KRISHNA

DEVARAYALU: SHRI KALI CHARAN SINGH: DR. VINOD KUMAR BIND: SHRI ANURAG

SINGH THAKUR: SHRI DINESHBHAI MAKWANA: DR. K SUDHAKAR: SMT. HIMADRI

SINGH: SHRI AVIMANYU SETHI: DR. MANNA LAL RAWAT: SHRI DILIP SAIKIA: SHRI

BIDYUT BARAN MAHATO: SHRI LUMBARAM CHOUDHARY:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC

DISTRIBUTION be pleased to state:

(a) the details of date on which the e-Jagriti platform was launched along with the total number of consumer complaints registered, disposed of and pending since its launch, year and Statewise;

(b) whether the Government has reviewed the progress made in implementation of the e- Jagriti platform across the District, State and National Consumer Commissions and if so, the details thereof especially Balasore district and States of Odisha, Andhra Pradesh, Uttar Pradesh including Bhadohi, Madhya Pradesh including Shahdol district;

(c) whether the Government maintains State and district-wise data on Consumer Commissions integrated with the e-Jagriti platform in the country, if so, the details thereof including Andhra Pradesh especially Palnadu district, Maharashtra especially Jalgaon Lok Sabha Constituency;

(d) whether the Government has introduced digital features such as e-filing, virtual hearings, digital case management, online notices, delivery of consumer justice, certified digital orders especially in tribal and rural areas like Shahdol, Anuppur and Umaria and real-time case tracking under the e-Jagriti platform and if so, the details thereof;

(e) whether the Government has integrated e-Jagriti with other digital governance systems for end-to- end online consumer dispute resolution and timely disposal of cases and if so, the details thereof;

and

(f) whether the Government has assessed the impact of e-Jagriti on reducing pendency, improving transparency, improving disposal time and enhancing access to consumer justice in the country and if so, the details thereof, State-wise including Andhra Pradesh, Himachal Pradesh and Maharashtra particularly in Jalgaon Lok Sabha Constituency and the target set for its nationwide implementation? ANSWER THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI B.L. VERMA)

(a) to (f) : To modernize and digitally transform consumer dispute filing and management processes, the Department of Consumer Affairs launched the e-Jagriti portal on 1st January, 2025. The portal leverages Artificial Intelligence (AI) and Machine Learning (ML) and incorporates features such as faceless onboarding and role-based dashboards. It unifies existing applications (OCMS, e-Daakhil, NCDRC CMS,CONFONET) into a single, scalable platform, allowing users to file complaints seamlessly from anywhere with multilingual support. The portal is designed to provide a convenient, transparent and efficient means for consumers to seek redressal by enabling online complaint filing, digital submission of documents, online payment of fees and also supports virtual courtrooms, enabling the hearing of cases remotely and ensuring faster disposal while reducing dependency on physical infrastructure. VC equipment for conducting hearing through video conferencing mode has already been installed and made functional at 10 benches of the National Consumer Disputes Redressal Commission (NCDRC) and 35 benches of State Consumer Disputes Redressal Commissions (SCDRCs).

In addition to the benefits offered to consumers, the portal provides dedicated modules for Advocates and Presidents/Members of Consumer Commissions, enabling a more streamlined and efficient case management process. Advocates can monitor the status of their cases, receive timely hearing notifications, upload documents through personalized dashboards and participate in hybrid or virtual hearings. These features significantly reduce paperwork and the need for physical appearances, resulting in a more seamless and efficient legal practice.

For Presidents and Members, the portal offers secure, centralized access to comprehensive digital case records, along with a smart court calendar, automated cause lists, analytics dashboards and virtual courtroom capabilities. These features facilitate effective workload management, scheduling and case monitoring while standardizing judicial processes, minimizing delays, improving case disposal rates and enabling more efficient utilization of resources.

e-Jagriti has reduced reliance on physical proceedings and has accelerated justice delivery. e-Jagriti transformed consumer justice delivery - earning it the Silver Award under Category-I at the National Awards for e-Governance 2026 amid 341 nominations.

The details of the consumer cases filed and disposed by the consumer commissions since the launch of e-jagriti portal, year and State-wise are at Annexure-I. In 2025, 1,62,896 cases were filed and 1,50,581 disposed of, that outperformed the disposal rate of the year 2024. Further, 1,021 Non-Resident Indians

(NRIs) registered their complaints using e-Jagriti portal from abroad till 17th July, 2026.

At present, e-Jagriti portal is operational and has been accessible to the National, State, Circuit Bench and District Consumer Disputes Redressal Commissions across the country including the Baleshwar

(Balasore) district of Odisha; Sant Ravidas Nagar (Bhadohi) district of Uttar Pradesh; Shahdol, Anuppur and Umaria districts of Madhya Pradesh and Jalgaon district of Maharashtra since 1st January, 2025.

The Department of Consumer Affairs regularly reviews the progress of the implementation of the e- Jagriti platform across the NCDRC, SCDRCs and District Consumer Disputes Redressal Commissions

(DCDRCs) through periodic meetings chaired by senior officers of the Department with the State and District Consumer Commissions and representatives of the Bar. These reviews focus on the implementation status, operational issues and effective utilization of the e-Jagriti platform.

Help documents, animated tutorial videos and FAQs have been made available on the portal to facilitate assisted filing by consumers and guide them through the process of filing consumer cases. To complement this, the Department has also initiated the Jansunwai platform—weekly live video sessions every Friday at 4:00 PM since August 2025, chaired by senior officers from the Department of Consumer Affairs, NCDRC, NIC and the National Consumer Helpline. These interactive sessions offer instant technical support, resolve doubts, incorporate user feedback and build lasting trust. Hundreds of consumers and advocates have participated, leading to rapid platform improvements.Further, to facilitate assisted filing for consumers with limited digital access, the Department has instructed the National Informatics Centre (NIC) to ensure that the Technical Support Personnel (TSPs) and District Management Associates (DMAs) deployed under the "Consumer Protection" Scheme across the State and District Consumer Commissions provide proactive and prompt assistance to consumers in filing complaints through the e-Jagriti portal.

The details of the consumer cases filed and disposed by the DCDRC of Baleshwar (Balasore) district of Odisha; Sant Ravidas Nagar (Bhadohi) district of Uttar Pradesh; Shahdol, Anuppur and Umaria districts of Madhya Pradesh and Jalgaon district of Maharashtra, since the launch of e-jagriti portal are at Annexure- II.

****ANNEXURE-I ANNEXURE REFERRED TO IN REPLY TO PARTS (a) to (f) OF THE LOK SABHA UNSTARRED QUESTION NO. 2781 TO BE ANSWERED ON 05.08.2026 REGARDING IMPLEMENTATION OF E- JAGRITI PLATFORM Sl. No. Year 2025 2026 (till June, 2026) Commission Name Number of Cases Number of Cases Filed Disposed Filed Disposed (also includes the (also includes the cases disposed cases disposed which were filed in which were filed in the previous years) the previous years)

1. National Consumer 3402 4908 1445 1707 Disputes Redressal Commission (NCDRC) State Consumer Disputes Redressal Commissions (SCDRCs)

1. Andaman and Nicobar 11 2 9 0 Islands

2. Andhra Pradesh 3563 2618 2005 1357

3. Arunachal Pradesh 26 26 17 11

4. Assam 513 408 292 218

5. Bihar 3268 3153 1901 1640

6. Chandigarh 1406 1810 810 773

7. Chhattisgarh 2791 4032 1498 1697

8. D&N Haveli and D&D 0 0 0 0

9. Delhi 5574 5204 3455 3090

10. Goa 288 213 149 93

11. Gujarat 18280 12553 8614 6703

12. Haryana 12385 9676 6127 4307

13. Himachal Pradesh 2280 1845 983 730

14. Jammu & Kashmir 317 84 217 143

15. Jharkhand 1261 880 670 463

16. Karnataka 10630 10923 5875 5464

17. Kerala 12018 8130 5973 3930

18. Ladakh 0 0 0 0

19. Lakshadweep 2 0 1 0

20. Madhya Pradesh 10548 13800 5495 5493

21. Maharashtra 16434 14937 7543 6360

22. Manipur 127 91 44 32

23. Meghalaya 56 60 23 28

24. Mizoram 125 55 48 27

25. Nagaland 23 14 13 0

26. Odisha 5631 3948 2807 1555

27. Puducherry 172 174 85 88

28. Punjab 6206 7280 3055 3293

29. Rajasthan 11975 12473 6022 6931

30. Sikkim 20 1 18 13

31. Tamil Nadu 8356 7359 3800 3616

32. Telangana 3605 3300 2261 1852

33. Tripura 286 122 141 107

34. Uttarakhand 939 1807 607 745

35. Uttar Pradesh 16550 15751 8103 6373

36. West Bengal 3828 2944 2006 1337 Total 162896 150581 82112 70176ANNEXURE-II ANNEXURE REFERRED TO IN REPLY TO PARTS (a) to (f) OF THE LOK SABHA UNSTARRED QUESTION NO. 2781 TO BE ANSWERED ON 05.08.2026 REGARDING IMPLEMENTATION OF E-JAGRITI PLATFORM.

--------------------------------------------------------------------------------------------------------------------------------- (till 29th July, 2026) S No. Name of the DCDRC State Number of Number of cases disposed Cases filed (also includes the cases disposed which were filed in the previous years)

1. Baleshwar (Balasore) Odisha 129 82

2. Sant Ravidas Nagar (Bhadohi) Uttar Pradesh 169 204

3. Shahdol Madhya Pradesh 130 195

4. Anuppur Madhya Pradesh 82 71

5. Umaria Madhya Pradesh 44 39

6. Jalgaon Maharashtra 917 370 *****