**Executive Summary**
This document addresses a Parliament Question regarding the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). It provides an overview of grievance disposal timelines, measures taken to improve efficiency, and capacity building initiatives. The data reported is current as of January 31, 2026, unless otherwise specified.
**Key Points / Main Content**
* **Grievance Disposal Timelines:**
* As of January 31, 2026, the average grievance disposal time for Central Government Ministries/Departments is 15 days, compared to the prescribed 21-day timeline in CPGRAMS.
* Grievances related to States/Districts are marked to State Nodal Officers, and pendency figures are maintained statewise.
* In 2025, the average disposal time on CPGRAMS was also 15 days.
* As of January 31, 2026, 5845 grievances were pending for more than 90 days, out of 71887 total grievances.
* **Measures for Improvement:**
* The Government has implemented 10-Step Reforms under CPGRAMS to reduce grievance pendency and improve efficiency.
* Comprehensive Guidelines for Effective Redressal of Public Grievances were issued in August 2024, reducing timelines from 30 to 21 days.
* The guidelines mandate dedicated grievance cells, emphasis on root cause analysis, and action on citizen feedback.
* A Review Meeting Module was operationalized in CPGRAMS in February 2025 to facilitate senior-level review.
* **Capacity Building:**
* DARPG provides financial assistance to Administrative Training Institutes under the Sevottam Scheme for capacity building of State/UT government officers on grievance redressal.
* 1,010 training programs have been conducted in the last four years, benefiting 33,775 Grievance Redressal Officers.
* DARPG conducts monthly review meetings with State/UT Nodal Officers.
* A one-week 'Prashasan Gaon Ko Ore' Campaign was organized from December 19-25, 2025, to resolve pending public grievances.
* **Maharashtra Government Initiatives:**
* A Tripartite MoU has been signed between Capacity Building Commission, Karmayogi Bharat-SPV & Government of Maharashtra for capacity building of employees.
* As of February 4, 2026, over 8.81 lakh employees of the Maharashtra Government are registered on the iGOT Karmayogi platform, recording more than 72.18 lakh course enrolments and 50.76 lakh course completions.
* The iGOT Karmayogi platform does not capture geographical or location-specific information of its users.
**Impact Analysis**
**Central Government Ministries/Departments**
* **Impact:** Required to adhere to the 21-day resolution timeline, establish grievance cells, focus on root cause analysis, and act on citizen feedback.
* **Action Required:** Implement the 10-Step Reforms under CPGRAMS and the guidelines issued in August 2024.
**State/UT Governments and Nodal Officers**
* **Impact:** Responsible for addressing grievances marked to them and providing data on grievance pendency. Grievance Redressal Officers will benefit from capacity building training programmes under Sevottam scheme.
* **Action Required:** Participate in DARPG monthly review meetings and conduct internal training for officers to ensure timely grievance disposal.
**Employees of Maharashtra Government**
* **Impact:** Access to the iGOT Karmayogi platform for capacity building and skill enhancement.
* **Action Required:** Register on the iGOT Karmayogi platform and complete relevant courses.
Key Entities Referenced
Centralised Public Grievance Redress and Monitoring System (CPGRAMS): A system for managing and monitoring public grievances, including resolution timelines and tracking grievance pendency.
Ministry of Personnel, Public Grievances & Pensions: The ministry responsible for the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) and related reforms.
DARPG: An organization that provides financial assistance to Administrative Training Institutes under the Sevottam Scheme.
Maharashtra: State using the iGOT Karmayogi platform for capacity building of employees.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: CENTRALIZED
PUBLIC GRIEVANCE REDRESS AND
MONITORING SYSTEM
Posted On: 11 FEB 2026 12:58PM by PIB Delhi
As on 31.01.2026, the average time of disposal of public grievances for Central Government Ministries/
Departments is 15 days while the prescribed resolution timeline in Centralised Public Grievance Redress
and Monitoring System (CPGRAMS) is 21 days. Hence, at any time there are a large number of
grievances under process as per the approved timelines while a few grievances may take longer than the
prescribed timeline for their disposal.
In the CPGRAMS, on matters related to the States/ Districts the grievances are marked to the State Nodal officers and the
grievance pendency figures are captured and maintained Statewise.
In the year 2025, average disposal time of grievances on CPGRAMS was 15 days for Central Government Ministries/
Departments. The number of grievances pending on CPGRAMS with Central Government Ministries/ Departments for more
than 90 days, as on 31.01.2026, were 5845 out of pending grievances totalling 71887 Central Government Ministries/
Departments grievances.
The Government has undertaken a comprehensive set of measures to reduce grievance pendency and improve the efficiency of
the grievance redressal process through the implementation of the 10-Step Reforms under CPGRAMS. Further, the
Comprehensive Guidelines for Effective Redressal of Public Grievances were issued in August 2024 to reduce grievance
redressal timelines from 30 days to 21 days, and to mandate establishment of dedicated grievance cells, emphasis on root
cause analysis and action on citizen feedback. To facilitate senior-level review, a Review Meeting Module has been
operationalised in CPGRAMS in February 2025. DARPG provides financial assistance to Administrative Training Institutes under
the Sevottam Scheme for capacity building of officers of State/UT governments on grievance redressal mechanisms. During the
last four years, 1,010 such training programmes have been conducted, benefitting 33,775 Grievance Redressal Officers.
DARPG also conducts monthly review meetings with State/UT Nodal Officers to ensure timely disposal of grievances. Further,
DARPG organized a one week 'Prashasan Gaon Ko Ore' Campaign from 19th to 25th December 2025, which, inter-alia, aims at
resolving pending public grievances in CPGRAMS.
For capacity building of employees of Maharashtra Government, Tripartite MoU has been signed between Capacity Building
Commission, Karmayogi Bharat-SPV & Government of Maharashtra. With respect to the State of Maharashtra, as of 4 February
2026, over 8.81 lakh employees of the Government of Maharashtra are registered on the iGOT Karmayogi platform, collectively
recording more than 72.18 lakh course enrolments and 50.76 lakh course completions. However, the platform does not capture
or maintain geographical or location-specific information of its users.
This information was given by Union Minister of State (Independent Charge) for Science & Technology
and Earth Sciences, and Minister of State in the Prime Minister’s Office, Personnel, Public Grievances and
Pensions, Atomic Energy and Space, Dr. Jitendra Singh, in a written reply in the Lok Sabha on
Wednesday.
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AK/SK
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