**Executive Summary**
This report highlights the Department of Financial Services’ (DFS) performance in the Grievance Redressal Assessment and Index (GRAI) for March 2026, where the Insurance Division secured the top rank in the Group A category. The Banking Division maintained its 5th position for the second consecutive month, reflecting a sustained commitment to efficient public service delivery. The document details the rigorous monitoring frameworks and high-level reviews that have driven these improvements in grievance disposal and quality.
**Key Points / Main Content**
* **Performance Rankings (March 2026)**
* The Insurance Division ranked 1st in the Group A category (ministries/departments with 500 or more grievances).
* The Banking Division retained the 5th position for the second month in a row.
* The DFS has consistently appeared in the top 10 GRAI rankings since November 2025.
* **Operational Scale and Framework**
* The department handles over 2.50 lakh grievances per financial year.
* Performance is evaluated using the GRAI framework developed by the Department of Administrative Reforms and Public Grievances (DARPG).
* The framework measures the effectiveness and timeliness of resolutions through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
* **Monitoring and Quality Control Mechanisms**
* A dedicated cell monitors CPGRAMS daily, with additional weekly reviews during Senior Officers’ Meetings.
* Divisional Heads (AS/JS) conduct monthly reviews of twenty grievances.
* Secretary (FS) performs a monthly personal review of twenty randomly selected closed grievances; 400 such grievances have been reviewed across 20 meetings since January 2024.
* **Factors for Success**
* Emphasis on the timely disposal of grievances and reduction of pendency levels.
* Focus on improving the quality of resolution to ensure empathetic and seamless service.
**Impact Analysis**
**Department of Financial Services (Insurance & Banking Divisions)**
**Impact**
The divisions have achieved high institutional standing and recognition for their efficiency in handling public concerns, reinforcing their commitment to "Seamless, Time-bound and Empathetic Resolution."
**Action Required**
Staff and leadership must sustain current monitoring protocols, including daily tracking and high-level monthly reviews, to maintain their rankings.
**General Public / Customers**
**Impact**
Customers experience increased confidence in the financial sector’s grievance mechanisms due to high-level oversight and improved resolution quality.
**Action Required**
Users are encouraged to utilize the CPGRAMS platform for grievances, as the system is now backed by more rigorous departmental scrutiny and faster disposal times.
**Department of Administrative Reforms and Public Grievances (DARPG)**
**Impact**
The DARPG’s GRAI framework is successfully driving competitive improvements and accountability within major government departments.
**Action Required**
The DARPG will continue to release monthly rankings and evaluate the effectiveness of the CPGRAMS to ensure ministries remain committed to strengthening redressal mechanisms.
Key Entities Referenced
Grievance Redressal Assessment and Index (GRAI): A framework developed to evaluate and rank ministries and departments on the effectiveness and timeliness of grievance resolution.
Department of Financial Services (DFS): The department whose Insurance and Banking divisions were recognized for high performance and top rankings in grievance redressal assessments.
Centralized Public Grievance Redress and Monitoring System (CPGRAMS): An online platform used for tracking and resolving public grievances, which serves as the primary system monitored under the GRAI framework.
Department of Administrative Reforms and Public Grievances (DARPG): The government department responsible for developing the GRAI framework and assessing the grievance redressal performance of other ministries.
Ministry of Finance
Department of Financial Services’ Insurance
Division Tops Grievance Redressal Assessment
and Index (GRAI) Rankings in Group A Category
for March 2026
Banking Division retains 5th position for the second
consecutive month, reflecting sustained performance in
grievance redressal
Posted On: 07 MAY 2026 5:59PM by PIB Delhi
The Department of Financial Services (Banking and Insurance Division) has been receiving more than
2.50 lakh grievances in a financial year. It has been consistently figuring in the top 10 Grievance Redressal
Assessment and Index (GRAI) rankings amongst various Ministries/Departments since November 2025.
For the month of March 2026, the Insurance division has topped the Group A Category (registering more
than or equal to 500 grievances) in the GRAI ranking, released by Department of Administrative Reforms
and Public Grievance. On the other hand, Banking Division has retained its 5th position for second month
in a row.
The GRAI framework, developed by the Department of Administrative Reforms and Public Grievances
(DARPG), evaluates ministries and departments on the effectiveness and timeliness of grievance
resolution through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
This achievement reflects the Departments commitment to “Seamless, Time- bond and Empathetic
Resolution”. A dedicated Grievance Redressal cell monitors CPGRAMS daily with weekly review in
Senior Officers’ Meeting. Also, the concerned AS/ JS/ Divisional Heads are reviewing twenty grievances
on a monthly basis. Since 07.01.2024, Secretary (FS) also has been personally reviewing twenty randomly
selected closed grievances on a monthly basis and till date twenty (20) such meetings have been held
where 400 grievances have been reviewed. Such a practice reinforces confidence amongst customers by
ensuring that their concerns are being addressed appropriately at the top most level.
Key factors contributing to this performance include:
Timely disposal of grievances.
Reduction in pendency levels
Improved quality of grievance resolution
The Government remains committed to further strengthening grievance redressal mechanisms to ensure
efficient and accessible public service delivery.
*****AD
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