The Aryavarth Express
Agency (New Delhi): The Department of Consumer Affairs, Government of India, organized a one-day capacity-building workshop to familiarize stakeholders with the newly modernized CONFONET software, now known as the “e-Jagriti” portal. This initiative is aimed at providing speedy, cost-effective, and user-friendly redressal of consumer complaints.
Launched by Union Minister for Consumer Affairs, Food and Public Distribution, Textiles and Commerce and Industry, Shri Piyush Goyal, on December 24, 2023, the e-Jagriti portal represents a significant advancement from the previous CONFONET system which had been aiding consumer cases for over 15 years. Recognizing the evolving technological landscape and changing consumer needs, this modernization effort is seen as a crucial step towards enhancing the efficiency of consumer commissions.
Shri Rohit Kumar Singh, Secretary, Department of Consumer Affairs, highlighted the role of Artificial Intelligence (AI) integration in e-Jagriti, which is expected to significantly reduce the pendency of consumer cases in Consumer Commissions. He encouraged stakeholders to leverage technology and e-Jagriti to minimize case backlogs. Singh also acknowledged the commissions that have achieved a 100% disposal rate against monthly cases registered, commending the Presidents and Registrars of these commissions for their exemplary performance.
The e-Jagriti platform is designed to streamline the consumer dispute resolution process at all levels. It integrates various consumer grievance platforms, including the Online Case Monitoring System (OCMS), E-Daakhil, NCDRC Case Monitoring System, CONFONET website, and mediation application, into a single, unified platform.
Key features of e-Jagriti include case filing, online fee payment, and case monitoring modules for seamless case disposal. The platform uses AI technology for metadata and keyword creation, enabling smart search functionality on archived consumer complaints, cases, and judgments. Additionally, it offers voice-to-text conversion of judgments, case histories, and other details using AI and Machine Learning technologies. The portal also integrates a virtual court facility, aimed at providing a more convenient and accessible resolution of consumer complaints, thereby reducing the time taken for disposal, the number of hearings, and the need for physical court appearances. This integration is expected to lead to more effective and faster decisions and disposals in all Consumer Commissions.
The workshop was attended by the Secretary and Additional Secretary of the Department of Consumer Affairs, Bharat Khera, along with other senior officials. Registrars of NCDRC and State Consumer Disputes Redressal Commissions, Presidents of District Consumer Dispute Redressal Commissions from various states, and technical support personnel were briefed about the various modules and key technical features of the portal.
This initiative represents a significant step towards modernizing consumer dispute resolution in India, leveraging technology to make the process more efficient and accessible for consumers.