India is poised to significantly upgrade its consumer grievance redressal system with the imminent launch of a “future-ready” platform. The Department of Consumer Affairs is preparing to unveil a new e-Jagriti mobile application and a revamped online portal on National Consumer Day, December 24th. This ambitious initiative aims to streamline the process of filing and resolving consumer complaints, addressing the challenges posed by a rapidly evolving digital landscape and the surge in e-commerce activity.
The new system is designed to cater to the changing consumer behavior driven by the rise of quick delivery services across various sectors, from groceries and pharmaceuticals to fashion and cosmetics. The updated e-Jagriti portal and app will provide a seamless and intuitive user experience, allowing consumers to file complaints, track their progress in real-time, and even participate in hearings virtually. This eliminates the need for cumbersome physical appearances at consumer courts, especially beneficial for those in rural and remote areas.
Key features of the new platform include instant case status updates, integrated document upload capabilities, and a simplified complaint submission process optimized for mobile devices. The system will also incorporate online case approval by the registrar, with immediate flagging of any document-related issues. This level of efficiency contrasts sharply with the limitations of the current e-Jagriti portal. Furthermore, the platform will offer a dedicated module for lawyers to monitor cases, ensuring smooth legal representation.
Addressing the significant backlog of consumer cases – a staggering 543,592 pending as of January 30th, according to the Ministry of Consumer Affairs – is a primary goal. While the ministry reports a steady decline in pending cases over the past three years, the new platform is expected to significantly accelerate resolution times. This includes cases related to real estate, a sector that has witnessed a large volume of consumer disputes, with 50,258 cases still pending as of July 31st.
Manish K Shubhay, partner at The Precept Law Offices, highlights the transformative potential of this initiative: “The revamped mechanism through the e-Jagriti app is set to benefit millions of consumers annually, especially those in rural and semi-urban areas. By reducing the need for physical appearances and eliminating bureaucratic obstacles, it paves the way for faster and more accessible justice. This initiative represents a transformative step towards ensuring justice in the digital age.” The platform will even allow for the serving of notices and access to counter-affidavits within the app or portal.
The platform also includes a dedicated dashboard for judges, providing them with centralized access to all case-related documents, eliminating the need for manual sifting through physical files. This technological advancement promises a more efficient and transparent system, paving the way for quicker and fairer outcomes for consumers across India. The launch of the e-Jagriti app and updated portal signifies a significant leap towards modernizing consumer dispute resolution in India, bringing justice closer to the people who need it most.
