Digital Tools and Reforms Take Centre Stage
In her keynote address, Smt. Nidhi Khare, Secretary of the Department of Consumer Affairs, highlighted reforms aimed at modernising India’s consumer grievance redressal system. She emphasised the expansion of the National Consumer Helpline (NCH 2.0), offering multi-lingual access, online complaint filing, and faster resolutions.
She also elaborated on the nationwide rollout of E-Jagriti (CONFONET 2.0), a unified digital platform integrating e-Daakhil, case management, video conferencing, AI tools, and data dashboards. According to Khare, E-Jagriti transforms fragmented systems into a transparent, efficient digital ecosystem, ensuring real-time monitoring and faster disposal of consumer cases.
Improving Access to Justice in Eastern States
Smt. Khare underscored that digital platforms could significantly improve access to consumer justice in rural and remote districts of Bihar, Jharkhand, and Odisha. She urged State and District Consumer Commissions to adopt video hearings, automated case management, and performance dashboards to reduce delays and enhance compliance with commission orders.
The workshop stressed the importance of leveraging technology to ensure timely execution of consumer rights and equitable access to justice for citizens across eastern India.
Agriculture, Pulses, and Price Stabilisation
Highlighting Bihar’s agricultural potential, Smt. Khare spoke about boosting domestic pulses production, structured procurement, and supporting farmers through MSP-based procurement. She noted India’s current dependency on pulse imports and emphasised enhancing local production to ensure food security and fair market prices for farmers.
Keynote Addresses and Participation
Shri Pratyaya Amrit, Chief Secretary of Bihar, welcomed digital governance reforms, calling them essential for future-ready administration. He stressed that citizens are consumers entitled to fair treatment, timely information, and grievance redressal. Shri Abhay Kumar Singh, Secretary of the Food and Consumer Protection Department, and Shri Anupam Mishra, Additional Secretary, also participated in the inaugural session and Vote of Thanks, respectively.
The workshop drew Principal Secretaries, State and District Consumer Commission members, senior officials, NIC representatives, NCCF leadership, and voluntary consumer organisations, reflecting a collaborative approach to modernising consumer protection.
Technical Sessions on Digital Innovation and Compliance
The workshop featured four technical sessions:
- E-Jagriti and Digital Innovation: Focusing on hybrid hearings, case management, and AI tools for performance monitoring.
- Speedy Disposal: Best practices to minimize adjournments and expedite case resolution.
- Order Compliance: Strengthening execution of consumer commission orders and inter-departmental coordination.
- Dark Patterns in Digital Markets: Addressing misleading interfaces, manipulative practices, and regulatory preparedness.
Parallel sessions addressed Legal Metrology reforms, including E-Maap and Jan Vishwas Bill, and procurement strategies for price stabilisation.
Commitment to Technology-Driven Consumer Justice
The workshop concluded with a shared commitment to expand digital adoption, strengthen institutional capacity, improve order execution, and enhance inter-State cooperation. The Department of Consumer Affairs reaffirmed its support to Bihar, West Bengal, Jharkhand, and Odisha in building a fast, accessible, and technology-enabled consumer justice system.
