Got Customer Complaint? File On This Government App With Easy Steps - Details

The Ministry of Consumer Affairs, in collaboration with Gupshup, has introduced ‘Jagriti,’ an AI-driven virtual assistant designed to simplify and speed up the process of filing consumer complaints. The launch was announced at a press conference attended by Union Minister Pralhad Joshi.

The introduction of Jagriti is a significant part of the Ministry’s broader initiative, NCH 2.0, aimed at improving consumer grievance redressal mechanisms across India. This follows the success of a WhatsApp-based chatbot launched last year, which facilitated over 800,000 complaints by November 2024.
 

Grievance Redressal

Jagriti uses advanced Generative AI to provide step-by-step guidance, enabling consumers to file complaints in less than a minute. Authentication is done via mobile numbers, after which the AI handles the process efficiently, eliminating the need for complex forms or dropdown menus.

 Accessibility Features

Equipped with text-to-speech and speech-to-text capabilities, Jagriti supports both written and spoken queries in English and Hindi. This feature ensures inclusivity, making the system accessible to users from diverse linguistic backgrounds.

User-Friendly Interface

Unlike traditional complaint systems, Jagriti allows users to communicate in free-flowing text or conversational commands, offering a more natural and flexible experience. Consumers can also track complaint progress using a unique reference number through the same interface.

Broader Initiative

Jagriti is a key component of the Ministry’s NCH 2.0 initiative, aimed at enhancing consumer grievance mechanisms nationwide. This builds on the success of a WhatsApp-based chatbot launched in 2023, which handled over 800,000 complaints by late 2024.
With Jagriti, the Ministry continues to leverage technology to make grievance redressal more efficient, accessible, and user-friendly.