In a decisive push to modernise India’s consumer grievance redressal ecosystem, the Department of Consumer Affairs organised a Regional Workshop on Consumer Protection in Patna, bringing together key stakeholders from Bihar, West Bengal, Jharkhand, and Odisha. The workshop focused on reducing case pendency, improving compliance with consumer commission orders, leveraging digital platforms for faster justice, and addressing emerging risks such as dark patterns in digital markets.
Regional Workshop in Patna Brings Eastern States on a Common Reform Platform
The workshop, held in Patna, Bihar, convened senior officials, consumer commissions, and state representatives to strengthen institutional capacity and improve the functioning of consumer protection mechanisms across Eastern India.
Participants deliberated on:
-
Reducing backlog of cases
-
Improving execution of consumer commission orders
-
Using technology to speed up dispute resolution
-
Addressing unfair trade practices in digital and e-commerce markets
The session reflected a shared recognition that consumer justice must evolve with changing market realities and digital behaviour.
Strong Push for Digital Consumer Justice Through E-Jagriti and NCH 2.0
Delivering the keynote address, Smt. Nidhi Khare, Secretary, Department of Consumer Affairs, outlined the government’s ongoing reforms to modernise consumer grievance redressal systems nationwide.
She highlighted the growing impact of National Consumer Helpline (NCH 2.0) as a pre-litigation platform offering:
-
Multilingual access
-
Online complaint registration
-
Faster resolution through technology-enabled processes
A key focus of her address was the nationwide rollout of E-Jagriti (CONFONET 2.0) — a single, integrated digital ecosystem for consumer commissions. The platform integrates:
-
e-Daakhil (online filing)
-
End-to-end case management
-
Video conferencing for hearings
-
Data dashboards for monitoring performance
-
AI-based tools for efficiency
She noted that E-Jagriti marks a shift from fragmented legacy systems to a transparent, real-time, and efficient digital ecosystem, with particular relevance for geographically dispersed regions of Eastern India.
Digital Platforms to Expand Access in Rural and Remote Districts
Emphasising regional equity, Smt. Khare observed that digital tools can significantly improve access to justice in rural and remote districts of Bihar, Jharkhand, and Odisha. She urged State and District Consumer Commissions to actively use:
-
Video hearings
-
Automated case workflows
-
Performance dashboards
-
Digital monitoring tools
These measures, she said, are essential to reduce delays and ensure timely execution of consumer protection orders.
Focus on Agriculture, Pulses and Price Stability
Beyond consumer justice, Smt. Khare also addressed the importance of strengthening domestic production and procurement systems, particularly in the pulses sector.
She highlighted:
-
The shift in household consumption from cereals towards pulses
-
India’s continued dependence on imports of arhar, chana and urad from countries such as Myanmar, Australia, and Brazil
-
Bihar’s strong agricultural potential for expanding pulses cultivation
She reaffirmed the government’s commitment to MSP-based procurement when market prices fall below support levels, while ensuring farmers can also benefit when open market prices are higher — balancing farmer welfare with food security objectives.
Bihar Welcomes Digital Governance and Consumer-Centric Reforms
Shri Pratyaya Amrit, Chief Secretary, Government of Bihar, welcomed the focus on digital reforms and described them as essential for future-ready governance. He emphasised that citizens must be recognised not only as beneficiaries, but as consumers with enforceable rights.
He praised initiatives such as E-Jagriti and expressed confidence that discussions on complex issues like dark patterns would lead to meaningful regulatory and institutional outcomes. He assured that the State of Bihar would actively implement the recommendations emerging from the workshop and reaffirmed alignment with the national vision of Viksit Bharat @2047.
Technical Sessions Address Core Challenges in Consumer Protection
The workshop featured four in-depth technical sessions covering critical dimensions of reform:
-
Technical Session I: E-Jagriti: Advancing Consumer Justice Through Digital Innovation
Focused on digital transformation, hybrid hearings, technology-enabled case management, and performance monitoring. -
Technical Session II: Ensuring Speedy Disposal: Best Practices for Minimizing Adjournments
Explored judicial time management, procedural reforms, and technology-based scheduling mechanisms. -
Technical Session III: Ensuring Compliance: Effective Execution of Consumer Commission Orders
Examined strategies for strengthening post-order enforcement and inter-departmental coordination. -
Technical Session IV: Dark Patterns and Consumer Protection in Digital Markets
Addressed emerging risks such as misleading interfaces, manipulative design practices, and the need for regulatory preparedness in digital commerce.
Parallel sessions also covered Legal Metrology reforms (including E-Maap and the Jan Vishwas Bill) and market intervention mechanisms for price stabilisation.
Broad-Based Participation Reflects Institutional Commitment
The workshop witnessed wide participation from:
-
Principal Secretaries and Secretaries of Consumer Affairs and Agriculture
-
Presidents, Members, and Registrars of State and District Consumer Commissions
-
Senior State officials and NIC representatives
-
Chairman & MD of NCCF
-
Voluntary Consumer Organisations
The inaugural session was led by Shri Pratyaya Amrit and Shri Abhay Kumar Singh, Secretary, Food and Consumer Protection Department, Bihar, with the Vote of Thanks delivered by Shri Anupam Mishra, Additional Secretary, Department of Consumer Affairs.
Conclusion
The Patna regional workshop marks a significant step toward building a faster, more transparent, and technology-driven consumer justice ecosystem in Eastern India. With strong emphasis on platforms such as E-Jagriti and NCH 2.0, alongside renewed focus on enforcement, digital market risks, and institutional capacity, the Department of Consumer Affairs is laying the foundation for a modern consumer protection framework. The shared commitment of states to deepen digital adoption and inter-State cooperation signals meaningful progress toward accessible and efficient consumer justice for all.
For more real-time updates, visit Channel 6 Network.
Source: PIB
