Celebrating Innovation: e-Jagriti Secures Silver at National e-Governance Awards 2026

The Department of Consumer Affairs’ e-Jagriti platform has been given a Silver Award under the Government Process Re-engineering by Use of Technology for Digital Transformation category at the National Awards for e-Governance 2026. It stood out among 341 nominations from central ministries, departments and state governments, picked for the way it’s modernised consumer grievance redressal by pulling everything into one tech-driven system. e-Jagriti went live on January 1, 2025, merging four older, separate consumer dispute platforms into a single AI-enabled, paperless portal. Since launch it has registered over 4.15 lakh users. 2.29 lakh consumer cases have been filed, and more than 2.07 lakh disposed of, an overall disposal rate of 90.75%. E-jagriti has also reached Indians living abroad. Over 3,300 NRIs have registered, and 751 complaints have come in from outside the country.

Contents

Cases Are Moving Faster Built With Accessibility in Mind NRIs Are Using It Too Some States Are Clearing Backlogs Entirely MCQ:

Cases Are Moving Faster

FY 2025-26 brought a real jump in how consumer commissions handled their caseload after switching to e-Jagriti. They cleared 1.52 lakh cases against 1.65 lakh new filings that year, taking the annual disposal rate to 92.3%, up from 89.47% the year before.

Virtual hearings grew a lot as well. The number of cases handled by video conferencing more than doubled, and hearings held this way rose sharply, meaning fewer people had to show up in person to get their case heard.

Communication with users improved too, with a big jump in SMS and email notifications sent out, and digital order uploads kept rising through the year. Even in the last quarter of FY 2025-26, commissions held steady, disposing of 34,600 cases against 38,944 filings, an 88.84% disposal rate.

Built With Accessibility in Mind

E-jagriti lets consumers file complaints, upload documents, track their case and join hearings from anywhere, in India or overseas.

It comes packed with features: online complaint filing and document upload, OTP-based registration, a multilingual interface, AI and machine learning tools, integrated payments, automatic SMS and email alerts, an AI chatbot, voice-to-text, accessibility options for persons with disabilities, and separate dashboards for advocates and commission officials.

Hybrid video-conferencing is now set up across every NCDRC bench and 35 State Commissions, so virtual hearings have become the norm rather than the exception.

NRIs Are Using It Too

Indians abroad now have an easier path to consumer justice through e-jagriti. Of the 751 complaints filed by NRIs, most came from the United States, followed by the United Kingdom, United Arab Emirates, Canada, Germany and Australia. Sixty-one of these cases have already been resolved.

Some States Are Clearing Backlogs Entirely

A handful of jurisdictions actually disposed of more cases than they received in FY 2025-26, pushing their disposal rates above 100%. That list includes the NCDRC itself, along with Uttarakhand, Chhattisgarh, Chandigarh, Madhya Pradesh, Punjab, Meghalaya, Rajasthan, Karnataka and Arunachal Pradesh.

The Department of Consumer Affairs ran regional workshops, held close to 50 video conferences with State Commissions, and sent technical support teams around the country. Users also have help documents, tutorial videos, FAQs, process guides, a help desk and weekly sessions where feedback shapes what gets fixed next.

Key Takeaway: Two cases give a sense of the speed. In Ahmedabad, a mediclaim dispute got resolved in 27 days. In Namakkal, Tamil Nadu, someone won a refund and compensation within 56 days after complaining about a learning academy.

AI tools, digital hearings and a cleaner case management process are why e-Jagriti keeps getting cited as a model for making dispute resolution simpler, both for people in India and those watching their cases from abroad.