New Delhi: The Government of India’s e-Jagriti digital consumer grievance platform has emerged as a pivotal tool in addressing consumer complaints since its launch in January 2025. Over 1.3 lakh cases have been resolved through the platform, which has registered more than 200,000 users, including non-resident Indians (NRIs).
The Ministry of Consumer Affairs stated that as of November 13, 2025, a total of 127,058 complaints have been successfully addressed, highlighting the platform’s efficiency in strengthening consumer protection and grievance redressal nationwide.
NRIs Can Access Services Globally
According to reports from the Press Trust of India (PTI), NRIs can file complaints from anywhere in the world through e-Jagriti without the need to travel to India. The platform facilitates this through OTP-based registration, online payments, digital document uploads, and virtual hearings.
In 2025 alone, NRIs filed 466 complaints, with the United States leading at 146 cases, followed by the United Kingdom with 52 cases, and the UAE with 47. The Ministry described e-Jagriti as “a cornerstone of our commitment to inclusive consumer justice,” ensuring that geographical boundaries no longer impede grievance redressal.
State-wise Adoption and Impact
Among Indian states, Gujarat recorded the highest adoption with 14,758 cases, followed closely by Uttar Pradesh (14,050 cases) and Maharashtra (12,484 cases). By consolidating legacy grievance systems into a unified interface, e-Jagriti has simplified the user experience.
The platform offers multilingual support, chatbot assistance, and voice-to-text tools to assist visually impaired and elderly users. Additionally, end-to-end encryption ensures robust security for sensitive information.
Significant Improvement in Case Disposal Rates
The platform has shown substantial improvement in case resolution timelines in 2025. Between July and August, 27,545 cases were resolved against 27,080 new filings. From September to October, 24,504 cases were addressed while 21,592 complaints were filed, demonstrating higher efficiency compared to 2024.
As of November 13, more than 200,000 SMS alerts and 1.2 million email notifications have been dispatched to users. The National Consumer Disputes Redressal Commission (NCDRC) is also exploring initiatives to support near-paperless grievance proceedings.
Success Stories Highlight Efficiency
Several cases reflect the platform’s speed and effectiveness. In Assam’s Morigaon district, a parent received ₹3,05,000 within 25 days following unauthorized deductions for cancelled online classes. In Tripura, a consumer secured ₹1,67,000 for a defective eight-year-old LG refrigerator in just five months.
The Ministry has encouraged all consumers, including NRIs, to leverage e-Jagriti for swift and effective grievance redressal.
Digital Transformation Driving Consumer Justice
The e-Jagriti platform exemplifies the digital transformation of consumer grievance redressal in India, offering transparency, accessibility, and efficiency. By integrating technology with governance, the Ministry ensures that users both in India and abroad can engage with the system seamlessly.
With its real-time tracking, virtual hearings, and multilingual support, e-Jagriti not only enhances procedural efficiency but also fosters consumer trust and accountability. As the platform continues to evolve, it is set to become a benchmark for inclusive and tech-driven consumer protection globally.
