In a significant achievement for consumer grievance redressal in the country, ten States, along with the National Consumer Disputes Redressal Commission (NCDRC), recorded a disposal rate of over 100 percent in the month of July 2025, indicating that the number of cases resolved exceeded the number of cases filed during this period.

As per data from the Department of Consumer Affairs, Government of India, NCDRC achieved a disposal rate of 122 percent, while Tamil Nadu recorded 277 percent, Rajasthan 214 percent, Telangana 158 percent, Himachal Pradesh and Uttarakhand 150 percent each, Meghalaya 140 percent, Kerala 122 percent, Puducherry 111 percent, Chhattisgarh 108 percent and Uttar Pradesh 101 percent.

Analysis of the data for the period from 1 July to 31 July 2025 further reveals that the overall disposal of consumer cases across the country was substantially higher than the corresponding period in 2024, underscoring the continued efforts towards timely and effective resolution of consumer disputes.

Adding to this achievement, as of 6^th August 2025, over two lakh users, including NRIs, have registered on the e-Jagriti platform since its launch, and 85,531 cases have been filed through it this year alone.

The Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, Government of India, launched e-Jagriti on 1^st January, 2025 as a next-generation, unified digital platform to transform consumer grievance redressal across the country. Designed to enhance accessibility, transparency, and efficiency, the platform integrates legacy systems such as OCMS, e-Daakhil, NCDRC CMS, and the CONFONET portal into a single seamless interface, eliminating fragmentation for users.

Now operational at the NCDRC and across all 36 States and Union Territories, e-Jagriti enables consumers and advocates to register via OTP-based authentication, file complaints from anywhere in India or abroad, pay fees online or offline, and track case progress in real time.

e-Jagriti stands out for its inclusive, citizen-centric design, offering digital case filing, document exchange, virtual hearings, real-time SMS and email updates, multilingual support, chatbot assistance, and voice-to-text features to aid visually challenged and elderly users. It provides dedicated modules for advocates to track cases, receive hearing alerts, upload documents, and verify credentials through Bar Council integration, while judges gain secure access to complete digital case files, smart court calendars, analytics dashboards, and virtual courtrooms for faster, remote hearings, reducing reliance on physical infrastructure.

e-Jagriti integrates Bharat Kosh and PayGov payment gateways for seamless fee transactions, ensures secure access through role-based permissions and end-to-end encryption, and reduces reliance on paper and travel by fully digitizing workflows. This not only boosts the efficiency of consumer commissions and supports environmental sustainability but also marks a major step toward faster, more inclusive consumer justice, with the Department of Consumer Affairs urging citizens nationwide to use the platform to assert their rights with ease and transparency.

Some Success Stories of e-Jagriti Portal are given below:  

TAMIL NADU

CASE 1: Consumer awarded refund of Rs 14,429 towards defective Television 

Commission: Dharmapuri (Tamil Nadu)
Case Duration: Filing Date: 10-03-2025 | Judgement Date: 29-05-2025

Case Disposed: 80 days
A consumer who had bought Television from an e commerce platform sought a refund for the defective TV with a black line and mismatched serial number. The Commission observed that the manufacturer was liable for deficiency in service and awarded ₹14,249 (as refund), ₹5,000 (towards mental anguish), and ₹10,000 (towards litigation cost).

CASE 2: Consumer awarded refund of ₹99,500 paid for NEET coaching along with 9% interest, ₹500,000 compensation, and ₹10,000 litigation costs

Commission: Thanjavur (Tamil Nadu)

Case Duration: Filing Date: 09-02-2025 | Judgement Date: 29-04-2025

Case Disposed (Days): 79

A consumer sought refund of ₹99,500 (paid for NEET coaching) plus ₹500,000 compensation for mental anguish and ₹10,000 litigation costs. The consumers daughters couldn’t join the caching institute due to unforeseen circumstances, The commission ruled in favour of the consumer ordering the opposite party to refund ₹99,500 with 9% interest, ₹500,000 compensation, and ₹10,000 litigation costs.

PUNJAB

Consumer awarded full refund for purchase of defective tiles which led to structural defects.

Commission: Barnala (Punjab)

Case Details: Filing Date: 02-01-2025 | Judgement Date: 23-05-2025

Case Disposed (Days): 141

Consumer purchased defective tiles from which led to structural issues. He claimed ₹4.5L (₹3.09L for tiles + ₹1.41L for installation/compensation). The commission ruled in favour, awarding ₹3.09L (tile cost) + ₹10K (mental anguish) + ₹5K (litigation) with 7% interest. The commission while delivering the orders relied on expert testimony which confirmed manufacturing defects and opposite parties failed to rebut evidence.

HARYANA

Consumer awarded refund for a defective dishwasher

Commission: Rewari (Haryana)

Case Duration: Filing Date: 13-02-2025 | Judgement Date: 24-04-2025

Case Disposed (Days): 70

Consumer purchased a defective dishwasher of a reputed brand for ₹48,000 (base) and paid ₹13,097 for AMC. The seller failed to resolve issues, leading to a complaint. The court ordered replacement or refund of ₹48,000 + AMC ₹13,097, plus ₹25,000 compensation for harassment.

GUJARAT

Consumer awarded full refund along with interest at 7% compensation for harassment and litigation cost for denial of a Mediclaim claim by an insurance company.  

Commission: Ahmedabad (Gujarat)

Case Duration: Filing Date: 17-06-2025 | Judgement Date: 17-07-2025

Case Disposed (Days): 30

Complainant was denied Mediclaim claim by an insurance company. The commission observed the insurer’s deductions of ₹35,496 was arbitrary, ordering full reimbursement, 7% interest, and ₹2,000 each for harassment and litigation costs.
 

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Abhishek Dayal/Nihi Sharma