The digital consumer grievance platform, E-Jagriti, has been recognized as a winner of the National Awards for e-Governance (NAeG) 2026 for enhancing accessibility, transparency, and technology-driven dispute resolution. However, despite recent upgrades including features for persons with disabilities, multilingual support, and an improved user interface, lawyers and users report that significant operational and technical roadblocks continue to undermine its real-world effectiveness.
Key Concerns: Delays and Cybersecurity Gaps
The most critical issues revolve around systemic processing delays and severe cybersecurity vulnerabilities. Advocate Rajavikrant Sharma, who filed a public interest litigation regarding E-Jagriti before the Punjab and Haryana High Court, attributed persistent delays in uploading daily orders and judgments to a staff shortage within the consumer justice system. Furthermore, Sharma warned that uploaded documents lack digital signatures or QR code verifications, making them susceptible to cloning, manipulation, or forgery. This could expose citizens to serious threats such as digital arrest scams.
Operational Flaws Undermine Digital Services
Operational flaws also compromise the platform's goal of providing end-to-end digital services. Litigants are frequently forced to physically visit consumer commission offices just to obtain virtual hearing links, as video conferencing details are routinely omitted from daily cause lists. Additionally, advocate Niharika Varshney noted that the platform is plagued by frequent website crashes, maintenance downtime, and technical compatibility issues that prevent users from downloading legal orders via mobile devices.
Proposed Solutions from Legal Fraternity
To address these flaws, the legal community has proposed immediate software updates to streamline the litigation workflow. Monika Thatai, an executive member of the Tricity Consumer Court Bar Association, recommended simplifying the filing process by allowing users to upload an entire appeal as a single document rather than forcing separate file uploads. Advocate Nitin Thatai suggested introducing features for respondents to file memos directly through the portal and download complete paper books online. He noted that the current failure to deliver complete copies of complaints to opposite parties directly causes systemic delays.
