Virtual hearings have become the default mode of proceedings at consumer dispute redressal forums across the country, with hybrid video-conferencing infrastructure now operational at all benches of the National Consumer Disputes Redressal Commission (NCDRC) and 35 State Consumer Commissions.
The digital platform has significantly improved access to consumer justice for Non-Resident Indians (NRIs), allowing them to file and pursue complaints without the need to travel back to India. Officials said the move has reduced procedural delays and costs while widening participation in consumer litigation.
Data shared by the consumer redressal system shows that a total of 751 complaints have been filed by NRIs through the virtual platform so far. The highest number of cases originated from the United States, accounting for 234 complaints, followed by the United Kingdom with 82 cases and the United Arab Emirates with 77 cases. Canada (58), Germany (39) and Australia (34) were among other major contributors, while 227 complaints were filed by NRIs based in other countries.
Of these, 61 NRI complaints have already been disposed of through virtual hearings, reflecting early gains in efficiency, according to officials familiar with the matter.
The Department of Consumer Affairs’ e-Jagriti platform has been awarded the Silver Award under Category I-Government Process Re-engineering by Use of Technology for Digital Transformation at the prestigious National Awards for e-Governance (NAeG) 2026, presented by the Department of Administrative Reforms and Public Grievances.
