Purchased a Product After Seeing an Advertisement, Only to Find It’s Defective? Here’s What the Government Plans to Do
Delhi News
E-Jagriti Portal: A New Initiative to Protect Consumer Rights and Ensure Timely Resolution of Complaints
The government has launched a new initiative to protect consumer rights and promptly address defective products or services. The upcoming e-Jagriti portal is set to revolutionize how consumer complaints are handled, making it easier for consumers to register grievances and track the actions taken against companies. This move comes in response to the growing number of cases where companies refuse to repair or replace defective products, leaving consumers in a difficult position.
The Need for the e-Jagriti Portal
Many consumers today make purchasing decisions based on advertisements. However, there have been numerous instances where the products bought after seeing these advertisements turn out to be defective or substandard. Consumers often need help returning or exchanging these products, especially when companies are reluctant to address their concerns. These issues frequently lead to prolonged, frustrating back-and-forth interactions with companies, wasting consumers’ time and effort.
The government is stepping in with a comprehensive solution to address these challenges. The Consumer Affairs Ministry is working to launch the e-Jagriti portal, making it much easier for consumers to file complaints about defective products and track their progress. This initiative will also improve communication between the involved parties—consumers, companies, and regulatory authorities—ultimately speeding up the resolution of complaints.
The portal will be a digital platform for consumer grievances, ensuring that complaints are filed, tracked, and managed more effectively. The e-Jagriti system will automate the process, reducing the time it takes to resolve issues and providing an efficient way to communicate between consumers and companies.
Key Features of the e-Jagriti Portal
The e-Jagriti portal will serve multiple purposes for consumers, businesses, and authorities. Here’s how it will help:
- Ease of Filing Complaints: Consumers can register their complaints regarding defective products or services online, eliminating the need for physical visits to companies or consumer forums.
- Complaint Tracking: The portal will allow consumers to track the status of their complaints, ensuring transparency in the process and helping consumers stay informed about the progress of their cases.
- Automated Resolution Process: The portal will streamline the complaint resolution process through automation. This will ensure that complaints are handled more quickly and efficiently than before, benefiting both consumers and companies.
- Improved Communication: The portal will foster better communication between consumers, businesses, and regulatory authorities. This will help resolve complaints faster and ensure companies are accountable for defective products or delayed repairs/replacements.
- Reduced Company Delays: With greater scrutiny and a more organized process, companies will be pressured to resolve complaints promptly, minimizing the chances of delays or negligence.
The Evolution of Consumer Complaint Handling
The e-Jagriti portal’s introduction follows the e-Dakhil portal’s success, which was launched by the Ministry of Consumer Affairs to provide an online platform for consumer grievances and make filing complaints easier for consumers nationwide.
Since its launch, the e-Dakhil portal has made significant progress. As of the end of 2023, the portal had successfully been extended to all states and union territories, including Ladakh. Currently, nearly 2.81 lakh users are registered on the portal, and a total of 1.98 lakh cases have been filed, with 38,453 cases already settled. This represents a substantial improvement in the efficiency of the consumer grievance process.
The success of the e-Dakhil portal has laid the groundwork for the e-Jagriti portal, which is expected to offer even greater convenience and efficiency in resolving complaints. The e-Jagriti portal aims to build upon the framework established by the e-Dakhil portal, enhancing the user experience and providing more comprehensive consumer support.
The Role of Automation and Digitization
One of the critical components of the e-Jagriti portal is its automation system. By digitizing the entire complaint process, the portal aims to reduce delays caused by manual intervention. Consumers can file complaints, upload supporting documents, and track the resolution process all in one place. The automation system will also help the concerned authorities monitor cases more effectively and promptly deal with them.
Digitization also makes it easier for the Consumer Affairs Ministry to monitor complaints and analyze trends. This will allow the ministry to identify recurring issues or companies frequently failing to meet consumer expectations, ensuring they are held accountable. The portal’s increased efficiency and transparency will create a more consumer-friendly environment and encourage businesses to act responsibly.
The Government’s Vision for Consumer Protection
The government’s efforts to improve the consumer grievance system are part of a broader initiative to protect consumers’ rights and promote fair business practices. By providing an easier, more efficient way for consumers to resolve complaints, the government aims to create a more balanced market where businesses are held accountable for their products and services.
As the e-Jagriti portal becomes operational, it is expected to play a vital role in reducing the number of unresolved consumer complaints and enhancing the overall consumer experience in India. This move is also a response to the challenges faced by consumers during the COVID-19 pandemic, when many were unable to visit physical locations to file complaints.
Looking Ahead
With the launch of the e-Jagriti portal, the government is taking a significant step toward protecting consumers from faulty products and poor service. By making it easier for consumers to voice their grievances and track the resolution process, the new portal will ensure greater accountability and help establish a more consumer-friendly environment nationwide. As more users embrace the portal and automation continues to streamline the process, consumers can expect quicker resolutions to their complaints, making the marketplace fairer for everyone.
In the coming months, the portal will likely expand its features and continue to improve, further empowering consumers and holding businesses accountable. This digital shift is a testament to the government’s commitment to enhancing consumer rights and ensuring that companies meet customers’ expectations.
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