Lok Sabha Question No. 4546 (UNSTARRED), answered on 2025-08-20
Subject: E-Jagriti Portal
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Smt. Poonamben Hematbhai Maadam

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 4546 TO BE ANSWERED ON 20.08.2025

## E-JAGRITI PORTAL

4546.  SMT. POONAMBEN HEMATBHAI MAADAM:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION be pleased to state:

- (a) the details of the objectives of E-Jagriti Portal and the manner in which it helped the consumers, Consumer Commissions and Legal representatives/Advocates of the consumers;
- (b) whether the said portal has been adopted by all the Consumer Commissions and if so, the details thereof;
- (c) whether it has been made mandatory to file consumer complaints through E-Jagriti portal and if so, the time by which it made mandatory; and
- (d) the details and the number of consumer complaints which have been lodged with the help of E-Jagriti portal till date, State/UT-wise?

## 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  virtual hearing from any location.

Besides consumer, the portal also offers dedicated modules for advocates and judges. Advocates can track their cases, receive hearing notifications and upload documents through their personalized dashboards. The system also verifies advocate credentials through Bar Council integration. Judges benefit from secure, centralized access to complete digital case files, a smart court calendar and analytics dashboards that aid in workload monitoring and scheduling. The platform supports virtual courtrooms, enabling the hearing of cases remotely and ensuring faster disposal while reducing dependency on physical infrastructure.

e-Jagriti also integrates Bharat Kosh and PayGov payment gateways to simplify fee transactions and ensure flexibility and ease for users across jurisdictions. The system ensures secure access through rolebased permissions and end-to-end encryption, maintaining the integrity and confidentiality of legal data.

By reducing reliance on paper, minimizing the need for travel and digitizing end-to-end workflows, e-Jagriti significantly enhances the efficiency of consumer commissions while contributing to environmental sustainability. All Consumer Commissions have been advised to actively adopt and promote the use of this portal. At present, e-Jagriti portal is operational and has been accessible to the National, State, Circuit Bench and District Consumer Commissions across the country since 1 st January, 2025. The e-Jagriti portal is a part of the broader digital transformation of the consumer dispute redressal system in India.

(d)  : The  number  of  consumer  complaints  (State-wise)  lodged  on  e-jagriti  portal  since  01.01.2025  to 14.08.2025 is at Annexure.

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## ANNEXURE REFERRED TO IN REPLY TO PART (d) OF THE LOK SABHA UNSTARRED QUESTION NO. 4546 TO BE ANSWERED ON 20.08.2025 REGARDING E-JAGRITI PORTAL.

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| S. No.            | State / UT Name   | Filed             |
|-------------------|-------------------|-------------------|
| 1.                | NCDRC             | 2,037             |
| STATES            | STATES            | STATES            |
| 1.                | ANDHRA PRADESH    | 2,067             |
| 2.                | ARUNACHAL PRADESH | 10                |
| 3.                | ASSAM             | 292               |
| 4.                | BIHAR             | 1,833             |
| 5.                | CHHATTISGARH      | 1,704             |
| 6.                | GOA               | 173               |
| 7.                | GUJARAT           | 9,516             |
| 8.                | HARYANA           | 7,360             |
| 9.                | HIMACHAL PRADESH  | 1,420             |
| 10.               | JHARKHAND         | 542               |
| 11.               | KARNATAKA         | 5,912             |
| 12.               | KERALA            | 6,161             |
| 13.               | MADHYAPRADESH     | 6,128             |
| 14.               | MAHARASHTRA       | 8,354             |
| 15.               | MANIPUR           | 69                |
| 16.               | MEGHALAYA         | 33                |
| 17.               | MIZORAM           | 82                |
| 18.               | NAGALAND          | 14                |
| 19.               | ODISHA            | 2,651             |
| 20.               | PUNJAB            | 3,762             |
| 21.               | RAJASTHAN         | 6,496             |
| 22.               | SIKKIM            | 11                |
| 23.               | TAMIL NADU        | 3,857             |
| 24.               | TELANGANA         | 2,035             |
| 25.               | TRIPURA           | 133               |
| 26.               | UTTARAKHAND       | 518               |
| 27.               | UTTAR PRADESH     | 9,930             |
| 28.               | WEST BENGAL       | 2,146             |
| UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES |
| 1.                | ANDAMANANDNICOBAR | 5                 |
| 2.                | CHANDIGARH        | 913               |
| 3.                | D&N HAVELIAND D&D | 0                 |
| 4.                | DELHI             | 2,375             |
| 5.                | JAMMU AND KASHMIR | 27                |
| 6.                | LADAKH            | 0                 |
| 7.                | LAKSHADWEEP       | 0                 |
| 8.                | PUDUCHERRY        | 106               |
| Total 88,672      | Total 88,672      | Total 88,672      |