e-Jagriti Wins Silver Award at National Awards for e-Governance 2026

Ministry of Consumer Affairs, Food & Public Distribution e-Jagriti Wins Silver Award at National Awards for e-Governance 2026 Award secured under Category I – Government Process Re- engineering by Use of Technology for Digital Transformation amid 341 nominations e-Jagriti Transforms Consumer Justice Delivery; Over 2 Lakh Cases Disposed Through Unified Digital Platform AI-powered consumer grievance platform records 90.75% disposal rate, expands virtual hearings, enables seamless access for consumers across India and abroad

Posted On: 07 JUN 2026 2:19PM by PIB Delhi The Department of Consumer Affairs' e-Jagriti platform has been awarded the Silver Award under Category I-Government Process Re-engineering by Use of Technology for Digital Transformation at the prestigious National Awards for e-Governance (NAeG) 2026, presented by the Department of Administrative Reforms and Public Grievances. The recognition comes after a rigorous evaluation process involving 341 nominations from Central Ministries, Departments and State Governments, reaffirming e-Jagriti's role in transforming consumer grievance redressal through technology- driven, citizen-centric service delivery.

Launched on 1 January 2025, e-Jagriti has unified four legacy applications OCMS, e-Daakhil, NCDRC CMS and CONFONET into a single AI-enabled, paperless platform. Since its launch, the platform has facilitated filing of over 2.29 lakh consumer cases and disposal of over 2.07 lakh cases, achieving an overall disposal rate of 90.75 per cent while enabling consumers to access justice seamlessly from anywhere in India and abroad.

Major Milestones Achieved Since Launch

Total registered users: 4,15,365

Cases filed: 2,29,174

Cases disposed: 2,07,997Overall disposal rate: 90.75%

NRI users registered: 3,312

NRI complaints filed: 751 Department-led Improvements in Consumer Justice Delivery and Service Efficiency During FY 2025-26, consumer commissions registered significant improvements in performance:

Cases filed: 1,65,456

Cases disposed: 1,52,707 Disposal rate increased to 92.30%, compared to 89.47% in FY 2024-25

Virtual hearing facilities witnessed substantial growth:

Cases handled through video conferencing increased from 14,494 to 30,683 Hearings conducted rose from 24,181 to 87,083 Cases disposed through virtual hearings increased from 1,587 to 4,941

Other key improvements include:

Daily order uploads increased by 17.3% from 16,00,214 to 18,77,604 SMS notifications reached 19,75,817 Email notifications increased from 1,98,028 to 37,35,126 Even during the fourth quarter of FY 2025-26 (January–March 2026), consumer commissions maintained strong performance, disposing of 34,600 cases against 38,944 filings, achieving a disposal rate of 88.84%, higher than the corresponding quarter of FY 2024-25.

Faster and Easier Access to Justice Consumers can now file complaints online from anywhere in India or abroad, track case progress in real time and participate in virtual hearings without travelling to consumer commissions.

The platform offers:

Online filing and digital document exchange OTP-based onboarding Multilingual support AI and machine learning-enabled services Online payment through Bharat Kosh, PayGov and SBI ePay Automated SMS and email alerts AI chatbot assistance Voice-to-text functionality Accessibility features for persons with disabilitiesRole-based dashboards for advocates and commission officials Virtual hearings have become the default mode of hearing, supported by hybrid video- conferencing infrastructure at all NCDRC benches and 35 State Commissions.

The platform has enabled Non-Resident Indians (NRIs) to access consumer justice without returning to India.

Out of 751 complaints filed by NRIs:

Sr. No Country Cases filed by NRIs 1 USA 234 2 UK 82 3 UAE 77 4 Canada 58 5 Germany 39 6 Australia 34 7 Others 227 A total of 61 NRI cases has already been disposed of through the platform.

States Recording Disposal Rate Above 100% During FY 2025-26, the following recorded disposal rates exceeding 100 per cent:

NCDRC Uttarakhand Chhattisgarh Chandigarh Madhya Pradesh Punjab Meghalaya Rajasthan Karnataka Arunachal Pradesh To ensure smooth implementation, the Department conducted regional workshops, organised nearly 50 video conferences with State Commissions and deployed dedicated technical manpower across levels.For users, the platform provides:

Help documents Tutorial videos FAQs Process flow guides Dedicated Help Desk and ticketing systemBetween October 2025 and March 2026, the Help Desk resolved 4,821 of the 5,537 tickets received.

Since August 2025, weekly Jansunwai sessions involving the Department, NCDRC and NIC have been helping users resolve issues and provide feedback for continuous improvement.

Consumer Success Stories Ahmedabad, Gujarat: In a mediclaim dispute, the District Consumer Disputes Redressal Commission, Ahmedabad delivered justice within 27 days. The Commission directed an insurance company to refund Rs.16,224 deducted from a mediclaim settlement, along with 7% interest, Rs.2,000 compensation and Rs.2,000 litigation costs.

Namakkal, Tamil Nadu: In another case resolved within 56 days, the District Consumer Disputes Redressal Commission, Namakkal ordered a learning academy to refund Rs.24,780 collected under a job guarantee programme after services were not provided as promised. The Commission also awarded Rs.10,000 compensation.

The Department of Consumer Affairs remains committed to further strengthening the platform through continuous training, accessibility improvements and stakeholder engagement to ensure faster, transparent and consumer-friendly justice delivery. Consumers and advocates can access the platform through e- Jagriti for seamless online grievance redressal.

Delighted that e-Jagriti, the digital consumer grievance redressal platform of the Department of Consumer Affairs @jagograhakjago, has been selected for the National Awards for e-Governance (NAeG) 2026.

This recognition reflects our commitment to leveraging technology to make… pic. twitter.com/B1U0eMGzES — Pralhad Joshi (@JoshiPralhad) June 5, 2026 *** RT/SB/ARC (Release ID: 2269994) Visitor Counter : 1519

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