AI-Driven Grievance Redressal: India’s e-Jagriti Model
Context
The e-Jagriti platform has crossed 2.75 lakh users, including 1388 NRIs, and achieved record disposal efficiency in 2025, surpassing the performance benchmarks of 2024.
About e-Jagriti Platform
Definition: e-Jagriti is a unified, AI-enabled digital grievance-redressal platform developed by the Department of Consumer Affairs to integrate all consumer dispute-resolution systems into a single seamless portal.
Organisation Involved: Department of Consumer Affairs, Government of India.
Aim: To ensure faster, transparent, accessible, and paperless consumer justice across India and abroad, with special focus on MSMEs, households, and NRIs through real-time technology-enabled grievance management.
Key Features of e-Jagriti
Unified Paperless System: Integrates legacy systems into one portal enabling e-filing, digital scrutiny, electronic notices, virtual hearings, secure document storage, and role-based dashboards for adjudicators and litigants.
Global NRI Accessibility: Facilitates grievance filing, tracking, and virtual participation for NRIs through OTP-based login, encrypted document exchange, virtual courts, and online payment gateways.
AI-Enabled Interface: Provides chatbot assistance, voice-to-text conversion, smart case routing, real-time updates, and accessibility tools for elderly and visually impaired users.
High Disposal Efficiency: Achieved higher disposal than filing in several states in 2025, such as 27545 cases disposed versus 27080 filed during July–August, indicating effective reduction in pendency.
Integrated Communication System: Sends automated case-related updates through over two lakh SMS alerts and twelve lakh emails, ensuring procedural transparency.
Secure Fee Payments: Enables safe, traceable transactions through PayGov and Bharat Kosh for online fee payments.
Significance of e-Jagriti
Democratizing Consumer Justice: Reduces barriers related to distance, documentation, and physical presence, enabling rural consumers and NRIs to seek redressal on equal footing.
Faster Case Resolution: Digital workflows, automated notices, smart routing, and virtual courts improve case disposal rates and address long-standing pendency in consumer fora.
Enhanced Inclusion and Accessibility: Multilingual design, voice support, and simplified interfaces enhance ease of use for elderly persons, differently abled individuals, and users with limited digital literacy.
Conclusion
e-Jagriti represents a significant reform in India’s consumer justice ecosystem by leveraging digital tools to enhance efficiency, accessibility, and transparency, thereby supporting the broader goals of timely and inclusive governance.
Source : PIB