**Executive Summary**
This document is a response to an unstarred question in Lok Sabha concerning the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). The response, dated 11.02.2026, addresses the status of pending grievances, redressal timelines, government efforts to resolve complaints, and online training programs in Maharashtra under Mission Karmayogi. The document provides data on average disposal times, pending grievance numbers, and details of initiatives aimed at improving the grievance redressal process.
**Key Points / Main Content**
* **Grievance Disposal Time:**
* As of 31.01.2026, the average disposal time for public grievances for Central Government Ministries/Departments is 15 days, against a prescribed timeline of 21 days.
* In 2025, the average disposal time on CPGRAMS was also 15 days for Central Government Ministries/Departments.
* **Grievance Pendency:**
* As of 31.01.2026, 5845 grievances were pending for more than 90 days out of 71887 total Central Government Ministries/Departments grievances.
* Grievance pendency figures for state/district matters marked to State Nodal officers are captured and maintained statewise within CPGRAMS.
* **Government Initiatives:**
* The government has implemented 10-Step Reforms under CPGRAMS to reduce grievance pendency and improve efficiency.
* Guidelines for Effective Redressal of Public Grievances were issued in August 2024, reducing redressal timelines from 30 to 21 days and mandating dedicated grievance cells.
* A Review Meeting Module was operationalized in CPGRAMS in February 2025 to facilitate senior-level review.
* DARPG provides financial assistance for capacity building of State/UT officers on grievance redressal mechanisms, conducting 1,010 programs benefitting 33,775 officers in the last four years.
* DARPG conducts monthly review meetings with State/UT Nodal Officers and organized a 'Prashasan Gaon Ko Ore' campaign (19-25 December 2025) to resolve pending public grievances.
* **Mission Karmayogi - Maharashtra:**
* A Tripartite MoU has been signed for capacity building of Maharashtra Government employees.
* As of 4 February 2026, over 8.81 lakh Maharashtra government employees are registered on the iGOT Karmayogi platform, with 72.18 lakh course enrolments and 50.76 lakh course completions.
* The platform does not capture or maintain geographical/location-specific information.
**Impact Analysis**
**Stakeholder: Central Government Ministries/Departments**
* **Impact:** Subject to the grievance redressal timelines and procedures monitored through CPGRAMS.
* **Action Required:** Continue implementing the 10-Step Reforms and adhere to the reduced grievance redressal timelines.
**Stakeholder: State/UT Governments**
* **Impact:** Involved in the grievance redressal process for matters related to their respective jurisdictions, with DARPG providing support for capacity building.
* **Action Required:** Participate in monthly review meetings with DARPG and leverage financial assistance for training officers on grievance redressal mechanisms.
**Stakeholder: Maharashtra Government Employees**
* **Impact:** Opportunity for capacity building through the iGOT Karmayogi platform.
* **Action Required:** Utilize the iGOT Karmayogi platform for training and development.
**Stakeholder: Citizens**
* **Impact:** Affected by the efficiency and effectiveness of the public grievance redressal system.
* **Action Required:** Continue to submit grievances through the CPGRAMS portal.
Key Entities Referenced
Centralized Public Grievance Redress and Monitoring System (CPGRAMS): A system for managing and monitoring public grievances, serving as a portal for citizens to register complaints and for the government to track and resolve them.
Ministry of Personnel, Public Grievances and Pensions: The primary government body responsible for handling public grievances and reforms in administrative processes.
Mission Karmayogi: A national programme for civil services capacity building.
Maharashtra: A state where a specific capacity-building program is underway as detailed in the text.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)
LOK SABHA
UNSTARRED QUESTION NO. 2050
(ANSWERED ON 11.02.2026)
CENTRALIZED PUBLIC GRIEVANCE REDRESS AND MONITORING SYSTEM
†2050. SHRI BALYA MAMA SURESH GOPINATH MHATRE:
Will the PRIME MINISTER be pleased to state:
(a) whether it is a fact that several grievances are pending on the Centralized Public
Grievance Redress and Monitoring System (CPGRAMS) portal and if so, the details thereof,
district-wise ;
(b) the average number of days in which redressal is taking place in the public grievance
redressal system and the number of complaints pending for more than 90 days;
(c) whether the Government has taken any steps to resolve such complaints and if so, the
details thereof and if not, the reasons therefor; and
(d) whether any online training programme has been started in Maharashtra under 'Mission
Karmayogi and if so, the details thereof, district-wise?
ANSWER
MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE
(DR. JITENDRA SINGH)
(a): 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 anytime 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.
(b): 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.
(c): 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
Page 1 of 2Guidelines 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.
(d): 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.
*******
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