The rapid growth of digital markets, online services, and e-commerce has transformed consumer transactions in India. While these developments enhance convenience, they have also increased consumer grievances relating to defective goods, deficient services, unfair trade practices, and misleading advertisements. To address these efficiently, the Government of India introduced the Unified Consumer Complaint Platform – e-Jagriti, a technology-driven initiative aimed at strengthening the consumer dispute redressal mechanism.
In accordance with Recent data, the e-Jagriti portal has registered over 2.75 lakh users, facilitated filing of approximately 1.30 lakh consumer complaints, and resolved over 1.27 lakh cases. These figures highlight the portal’s role in improving accessibility, efficiency, and transparency in consumer justice.
Legal Background of e-Jagriti
The
statutory foundation of e-Jagriti is the Consumer Protection Act, 2019, which
replaced the Consumer Protection Act, 1986. The 2019 Act focuses on
consumer-centric remedies, speedy justice, and digital accessibility.
Relevant legal provisions include:
- Section 2(6) – Defines consumer disputes arising from deficiency in services and unfair trade practices.
- Section 34 – Enables filing of complaints before District Consumer Commissions, including electronic filing.
- Section 35 – Allows consumers to file complaints at their place of residence or work.
- Section 38 – Prescribes time-bound disposal of complaints.
- Sections 49 and 59 – Provide jurisdiction and powers to State and National Consumer Commissions.
- Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 – Encourage digital filing, e-notices, and electronic records.
- e-Jagriti operationalises these provisions by offering a unified and digitised case management system.
Concept and Meaning of
e-Jagriti
The term e-Jagriti signifies digital awareness and empowerment. It is an Integrated Case Management System (ICMS) that digitally connects District, State, and National Consumer Commissions on a single platform. The system replaces traditional paper-based processes with a centralised digital framework for filing, processing, tracking, and disposing of consumer complaints.
Objectives of the
e-Jagriti Platform
The
key objectives of e-Jagriti are:
- ·
To simplify the consumer grievance filing process.
- ·
To ensure transparency and accountability in proceedings.
- ·
To reduce procedural delays and case backlogs.
- ·
To strengthen coordination among consumer commissions.
- · To promote confidence in the consumer justice system.
Need for e-Jagriti
Before e-Jagriti, consumer grievance redressal relied on fragmented and largely physical processes. Consumers faced delays, procedural confusion, limited tracking, and jurisdictional issues. Filing complaints was time-consuming and costly, especially in remote areas. e-Jagriti was introduced to centralise data, reduce delays, and broaden access to justice.
Benefits of e-Jagriti
Before e-Jagriti, consumer grievance redressal relied on fragmented and largely physical processes. Consumers faced delays, procedural confusion, limited tracking, and jurisdictional issues. Filing complaints was time-consuming and costly, especially in remote areas. e-Jagriti was introduced to centralise data, reduce delays, and broaden access to justice.
Role of
e-Jagriti in Consumer Empowerment
e-Jagriti strengthens consumer rights such as the right to be heard, right to seek redressal, and right to information. By enabling digital access, it reduces dependency on intermediaries and encourages consumers to assert their rights confidently. The platform also complements initiatives like e-Daakhil and the National Consumer Helpline, forming an integrated digital consumer protection ecosystem.
Challenges and Way Forward
Despite its benefits, challenges such as digital illiteracy, limited internet access, and training gaps persist. These can be addressed through awareness programs, capacity-building initiatives, and continuous technological upgrades. Integration of artificial intelligence and automated analytics can further improve efficiency and case prioritisation.
How to File a Consumer Complaint on
e-Jagriti
STEP 1 - Visit the Portal
Go
to https://e-jagriti.gov.in and click on Login / Sign Up.
STEP 2 - Register Yourself
Enter
your mobile number, email ID, and full name. Verify using OTP and create a
password. Choose your role as Consumer or Authorised Representative.
STEP 3 - Add Address & ID Proof
Fill
in your complete address and upload a valid identity proof such as Aadhaar,
Passport, or Driving Licence. This information is used by the Consumer
Commission for official communication and notices.
STEP 4 - Access Dashboard
Log
in to view your dashboard where all filed, pending, and resolved complaints are
displayed along with important notifications.
STEP 5 -File a New Case
Click
on File New Case and select Consumer Complaint from the available options.
STEP 6 - Enter Case Details
Provide
details like amount paid, amount claimed, date of cause of action, state,
district, and case category. The system will automatically decide the
appropriate Consumer Commission and applicable court fee.
STEP 7 - Add Party Details
Enter
details of the complainant and opposite party. You may add multiple
complainants or opposite parties if the situation requires.
STEP 8 - Upload Documents
Upload
PDFs of the complaint, index, memo of parties, dates & events, and
supporting evidence such as invoices, emails, bank statements, or photographs. (Each
file must be under 10 MB).
STEP 9 - Select Commission & declaration
Choose
the appropriate commission (district, state or national).
STEP 10 - Submit & Track
Preview
all details carefully before final submission. After filing, reference no. is provided
for tracking case status on the dashboard and respond promptly to any notices
or document requests.
Conclusion
The
Unified Consumer Complaint Platform – e-Jagriti represents a major reform in
India’s consumer protection framework. Anchored in the Consumer Protection Act,
2019, it ensures transparency, accessibility, and efficiency. By integrating
law with technology, e-Jagriti strengthens consumer confidence and promotes
fair market practices in the digital economy.
Stay Smart ! Stay Satark !
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