Digital Makeover Leads to Indian History’s Record Consumer Grievance Resolution

New statistics as of July 2025 show a sharp hike in India’s consumer dispute resolving device effectiveness. Ten states and the NCDRC11 have a case disposal rate of more than 100%, indicating they settled more cases than were filed during the period. This dramatic transformation is primarily due to the national and state-level deployment of the integrated e- Jagriti platform .

Record-Breaking Disposal Rates

Top among the states Tamil Nadu with an astonishing disposal rate 277%, is Rajasthan (214%) and Telangana (158%). The other best performing States were Himachal Pradesh, Uttarakhand, Meghalaya, Kerala, Puducherry, Chhattisgarh and Uttar Pradesh. The NCDRC disposed of cases 122%, which is a significant increase over 2024.

The e-Jagriti Platform: An Integrated Digital Solution

E-Jagriti Developed by the Department of Consumer Affairs and rolled out on 1st January 2025 the Department of Consumer Affairs has played a significant role in this transformation. It combines many of its legacy systems—OCMS, e-Daakhil, NCDRC CMS and CONFONET—into one convenient portal. Key features include:

• Accessibility: With OTP based authentication, even consumers and advocates can lodge complaints from anywhere in the world.
• Multi-Lingual Support: Contains the chatbot support and voice to text as to help the visually impaired and senior citizens.
• Transparency: Real-time case tracking and SMS/email updates.
• Efficiency: Facilitates payment of fees online, digital exchange of documents and virtual hearings.

Impact and Adoption

It has already captured 200k users (including NRIs) and filed more than 85k cases in the year 2025 alone. e-Jagriti’s digitalisation of its processes has led to reduction of paperwork, lesser need to physically go to court and faster resolution of cases which has made consumer justice more accessible and efficient.

About the NCDRC

The quasi-judicial NCDRC, set up in 1988 under the Consumer Protection Act of 1986, has its headquarter in New Delhi. It is presided by a current or retired Supreme Court judge and decides on complaints valuing over ₹2 crore and appeals from State Commissions.