**Executive Summary**
This document addresses Lok Sabha Unstarred Question No. 709 regarding the government's efforts to enhance consumer grievance redressal mechanisms. The response, provided by the Minister of State for Consumer Affairs, Food and Public Distribution, details the implementation of the "e-Jagriti" portal. The portal is operational since January 1st, 2025.
**Key Points / Main Content**
* **e-Jagriti Portal Overview**
* Aims to enhance consumer grievance redressal through a micro-service architecture with AI/ML integration.
* Unifies existing applications (OCMS, e-Daakhil, NCDRC CMS, CONFONET) into a single scalable platform.
* Enables seamless complaint filing from anywhere with multilingual support.
* Streamlines grievance redressal with real-time data access, automated workflows, and tools for stakeholders (judges, advocates).
* Offers digital case filing, document exchange, automated SMS/email notifications, chatbot help, voice-to-text, and accessibility support.
* Designed to provide a convenient, transparent, and efficient means for consumers to seek redressal.
* Supports online complaint filing, digital document submission, online payment, and virtual courtrooms.
* **Infrastructure and Implementation**
* VC facilities provided to 10 NCDRC benches and 35 SCDRC benches.
* The e-Jagriti portal is accessible to National, State, Circuit Bench and District Consumer Commissions.
* **Case Filing and Disposal (2025)**
* 1,62,474 cases were filed through the e-Jagriti portal.
* 1,50,197 cases were disposed of.
**Impact Analysis**
**Stakeholder: Consumers**
* **Impact:** Enhanced ability to file complaints, submit documents, pay fees online, and participate in virtual courtrooms from anywhere, improving access to justice.
* **Action Required:** Utilize the e-Jagriti portal for online complaint filing and redressal.
**Stakeholder: Judges and Advocates**
* **Impact:** Streamlined access to real-time data, automated workflows, and tools for efficient case management and resolution.
* **Action Required:** Adapt to the digital case filing and virtual courtroom environment facilitated by the e-Jagriti portal.
**Stakeholder: National and State Consumer Disputes Redressal Commissions (NCDRC & SCDRC)**
* **Impact:** Increased accessibility to consumers through digital platforms, potentially leading to a higher volume of cases and a need to adapt to online proceedings.
* **Action Required:** Integrate the e-Jagriti portal into daily operations, utilize VC facilities, and manage the influx of online complaints effectively.
Key Entities Referenced
Ministry of Consumer Affairs, Food and Public Distribution: The primary ministry responsible for consumer affairs, food, and public distribution, overseeing the e-Daakhil and e-Jagriti portals.
Consumer Protection Act, 2019: The key legislation mentioned, concerning the enforcement and protection of consumer rights across India.
e-Daakhil portal: An online portal for consumer complaint filing, aiming to improve the efficiency and accessibility of consumer grievance redressal.
e-Jagriti portal: A portal aiming to enhance consumer grievance redressal by integrating various applications into a single, scalable platform.
National Consumer Disputes Redressal Commission (NCDRC): A national body involved in consumer dispute resolution, supported by VC facilities under the Department of Consumer Affairs.
Government of India
Ministry of Consumer Affairs, Food and Public Distribution
Department of Consumer Affairs
LOK SABHA
UNSTARRED QUESTION NO. 709
TO BE ANSWERED ON 04.02.2026
E-DAAKHIL PORTAL
709. SHRI NAVEEN JINDAL:
Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC
DISTRIBUTION be pleased to state:
(a) the details of the steps being taken by the Government to enhance and speed up the consumer
grievance redressal mechanisms at the State and district levels to avoid delays in case disposal;
(b) the manner in which the e-Daakhil portal for online complaint filing is effective and the details of
the number of complaints which have been filed on the portal during each of the years since its
inception alongwith the average time taken to resolve a complaint through this platform; and
(c) the extent to which the efforts of the Government to ensure uniform and effective enforcement of
the Consumer Protection Act, 2019 across all States and Union Territories borne fruit in
quantifiable terms?
ANSWER
THE MINISTER OF STATE
CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
(SHRI B.L. VERMA)
(a) to (c) : The “e-Jagriti” portal aims to enhance consumer grievance redressal through a micro-
service architecture, Artificial Intelligence / Machine Learning integration and modern features like
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 system streamlines grievance redressal processes with real-
time data access, automated workflows and tools for stakeholders like judges and advocates. The platform
offers digital case filing, document exchange and automated SMS/email notifications. Features include a
chatbot help system, voice-to-text capabilities and accessibility support for the visually challenged and
elderly. 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.
The Department of Consumer Affairs has provided VC facilities to 10 benches of the National
Consumer Disputes Redressal Commission (NCDRC) and 35 benches of State Consumer Disputes
Redressal Commissions (SCDRCs). Further, e-Jagriti portal is operational since 1st January, 2025 and has
been accessible to the National, State, Circuit Bench and District Consumer Commissions across the
country. During the year 2025, a total of 1,62,474 cases were filed before the Consumer Commissions
through the e-Jagriti portal and 1,50,197 cases were disposed of during the same period.
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