Patna: The Government of Bihar is set to roll out an online hearing system for consumer complaints across all district headquarters from April 1, in a move officials say will dramatically reduce delays in justice delivery. The new digital mechanism is expected to bring complaint resolution timelines down to 21 days, compared with the earlier average of nearly 67 days, marking a significant shift in the state’s consumer grievance redressal process.
Until now, consumer hearings were largely conducted at the headquarters level, requiring complainants to navigate a more centralised and often time-consuming system. By extending online hearings to district-level authorities, the government says it aims to make the process more accessible, transparent and efficient, particularly for consumers outside major urban centres.
Abhay Kumar Singh, the state’s food secretary, has instructed district administrations to raise public awareness about consumer rights and encourage wider use of digital platforms. Authorities have been asked to strengthen outreach through internet media and other communication channels so that citizens understand how to file and track complaints through the E-Jagriti portal, which has become central to the new system.
Officials said strict adherence to directives issued by the State Consumer Commission will be essential for the programme’s success. Under the framework of the Consumer Protection Act, 2019, district-level officers are expected to take an active role in safeguarding consumer interests, with the government signalling that lapses in implementation will not be tolerated.
The state administration has described the E-Jagriti initiative as a model of digital innovation aimed at delivering quicker, fairer and more transparent justice. By reducing procedural delays and improving coordination between departments, policymakers hope the system will strengthen public trust in consumer protection mechanisms and create a more responsive framework for addressing everyday disputes.
