The year 2025 marked a decisive shift in India’s consumer protection framework, with the government rolling out high-impact reforms aimed at faster grievance redressal, greater accessibility and improved trust in regulatory systems, according to the Ministry of Consumer Affairs, Food and Public Distribution.
Flagship initiatives such as the nationwide implementation of e-Jagriti, strengthening of the National Consumer Helpline, expansion of Bureau of Indian Standards (BIS) norms and reforms in Legal Metrology were among the key measures undertaken during the year. The ministry said the focus moved from reactive enforcement to technology-driven, responsive governance.
According to the ministry, large-scale digital transformation was central to consumer welfare initiatives in 2025, alongside market stabilisation measures, modernisation of standards and stronger institutional coordination. Paperless consumer courts, AI-enabled grievance handling and enhanced testing infrastructure were introduced to improve service delivery and reduce delays.
A major reform was the rollout of e-Jagriti on January 1, 2025. The unified digital platform provides an end-to-end system for consumer dispute resolution across the country. By mid-November, more than 2.81 lakh users had registered on the platform, including around 1,400 non-resident Indians. Complaints were filed from countries including the United States, the United Kingdom, the United Arab Emirates, Canada and Australia.
Data released by the ministry showed that over 1.35 lakh cases were instituted on e-Jagriti, while more than 1.31 lakh cases were disposed of during the year, indicating faster case resolution and a reduction in pendency across consumer commissions.
Consumer awareness and outreach efforts were expanded in 2025 with an emphasis on inclusivity and last-mile reach. Under the Strengthening Consumer Commissions scheme, financial assistance amounting to Rs 7.31 crore was released to states in the current financial year to improve infrastructure and enhance service delivery at consumer courts.
The National Consumer Helpline continued to serve as a primary grievance redressal platform. Available in 17 languages, the helpline expanded its convergence network to 1,169 partner companies. Between April and October 2025, it facilitated refunds worth Rs 27.61 crore in 49,333 cases, reflecting increased effectiveness in resolving consumer complaints.
Product safety and quality standards were also reinforced during the year. BIS released new standards to enhance consumer safety and expanded mandatory hallmarking requirements. The introduction of Hallmark Unique Identification (HUID) for silver jewellery enabled full digital traceability, strengthening transparency and consumer confidence.
Legal Metrology reforms focused on ensuring accuracy in trade transactions while easing compliance requirements. New rules were notified for measuring instruments such as gas meters, moisture meters, radar speed measuring equipment and breath analysers, aimed at improving precision in commercial dealings.
The ministry said these measures collectively reflected a transition towards a faster, technology-enabled consumer protection ecosystem designed to meet the evolving needs of consumers in a digital economy.
