Executive Summary:
This document provides the Ministry of Personnel, Public Grievances and Pensions' response to questions regarding public grievances received and addressed through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) from November 1, 2022, to May 26, 2025. It details the number of grievances received, disposed of, and pending, the average redressal time, and measures implemented to improve the grievance redressal process. A key measure is the reduction of the resolution timeline to 21 days, effective August 23, 2024.
Key Points / Main Content:
Grievance Statistics (01.11.2022 to 26.05.2025):
* Total grievances received (including those brought forward): 4,273,289
* Total grievances disposed of: 4,208,329
* Pending grievances as of May 26, 2025: 64,960
* Average grievance redressal time: 16 days
Measures to Improve Grievance Redressal:
* Implementation of 10-Step Reforms under CPGRAMS
* Adoption of AI technologies to enhance system capabilities
* CPGRAMS availability in all 22 scheduled languages
* Establishment of Data Strategy Unit for root cause analysis
* Introduction of Grievance Redressal Assessment and Index (GRAI)
* Publication of monthly grievance reports for transparency
* Dedicated Review Module for Secretaries to monitor grievance disposal
* Feedback Module with multilingual Feedback Call Centre
* Integration of CPGRAMS with Central Ministries and State Governments' portals
* Expanded outreach to rural areas via Common Service Centres (CSCs)
* Consistent redressal of over one lakh grievances per month by Central Ministries and Departments
* Emphasis on grievance redressal under the Special Campaign on Swachhata
Comprehensive Guidelines (issued on August 23, 2024):
* Reduced resolution timeline from 30 to 21 days
* Mandatory integration of grievance portals
* Establishment of dedicated grievance cells in Ministries and Departments
* Appointment of competent nodal and appellate officers
* Emphasis on root cause analysis and citizen feedback
* Strengthening of grievance escalation and monitoring mechanisms
Impact Analysis:
Central Government Ministries/Departments/Organizations:
* Impact: Must implement the 10-Step Reforms and Comprehensive Guidelines, integrate grievance portals, establish grievance cells, appoint officers, emphasize root cause analysis, and monitor grievance disposal. Performance will be benchmarked using the GRAI.
* Action Required: Implement the specified reforms and guidelines, monitor performance, and take corrective actions to improve grievance redressal efficiency.
Citizens:
* Impact: Benefit from faster grievance redressal (21-day timeline), improved accessibility through multilingual support and CSC integration, and enhanced feedback mechanisms.
* Action Required: Utilize the CPGRAMS platform to register grievances and provide feedback on the redressal process.
State Governments/Union Territories:
* Impact: Expected to integrate their grievance portals with CPGRAMS and align with the national standards for grievance redressal. Performance will be benchmarked using the GRAI.
* Action Required: Integrate portals, align with national standards, and participate in the GRAI assessment.
DARPG (Department of Administrative Reforms and Public Grievances):
* Impact: Responsible for overseeing the implementation of the reforms, monitoring performance, and providing guidance to Ministries/Departments/Organizations.
* Action Required: Continue to monitor and support the implementation of the CPGRAMS reforms, publish monthly reports, and facilitate the Review Module for Secretaries.
Key Entities Referenced
CPGRAMS: Centralized Public Grievance Redress and Monitoring System, a system used for public grievance redressal.
SHRI MADDILA GURUMOORTHY: Member of Lok Sabha who raised the unstarred question No. 2806.
PRIME MINISTER: The head of the government of India, to whom the question is addressed.
DR. JITENDRA SINGH: Minister of State in the Ministry of Personnel, Public Grievances and Pensions and Minister of State in the Prime Minister's Office, who answered the question.
Grievance Redressal Assessment and Index GRAI: A benchmark to assess the performance of Ministries, Departments, and States/UTs in grievance redressal.
DARPG: Department of Administrative Reforms and Public Grievances, which launched a Review Module for Secretaries.
Common Service Centres CSCs: Outreach to rural areas has been expanded through integration with Common Service Centres.
Special Campaign 3.0: Government's annual Special Campaign on Swachhata and reducing pendency held in October 2024.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)
LOK SABHA
UNSTARRED QUESTION NO. 2806
(ANSWERED ON 06.08.2025)
CPGRAMS
2806. SHRI MADDILA GURUMOORTHY:
Will the PRIME MINISTER be pleased to state:
(a) the total number of public grievances received and disposed of through CPGRAMS from
November 1, 2022 to May 26, 2025;
(b) the current number of pending grievances as on May 26, 2025;
(c) the average time taken for grievance redressal during the said period; and
(d) the measures being implemented to reduce the backlog and improve the efficiency of the
grievance redressal process?
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) to (c): In the period from 01.11.2022 to 26.05.2025, details of number of complaints
received, disposed and pending against Central Government Ministries/ Departments/
Organisations is as under: -
Brought Total Total Grievances closed Pending Average
forward Grievances (including closure of grievances as time of
grievances received brought forwarded on 26.5.2025 Disposal
grievances) during this
time
75790 4262459 4273289 64960 16 days
(d): The Government has undertaken a comprehensive set of measures to reduce grievance
pendency and improve the efficiency of the redressal process through the implementation of
the 10-Step Reforms under CPGRAMS (Centralised Public Grievance Redress and Monitoring
System). These reforms include the adoption of next-generation artificial intelligence
technologies to enhance system capabilities, making CPGRAMS available in all 22 scheduled
languages to overcome language barriers, and establishing a Data Strategy Unit for root cause
analysis and systemic reform. The Government has introduced the Grievance Redressal
Assessment and Index (GRAI) to benchmark the performance of Ministries, Departments, and
States/ UTs. Monthly grievance reports are published to promote transparency and enable
senior-level monitoring. The DARPG has also launched a dedicated Review Module for
Page 1 of 2Secretaries to regularly monitor the pendency and quality of grievance disposal in the
Department. In addition, a Feedback Module has been implemented wherein citizen
satisfaction is recorded post-disposal of grievances through a multilingual Feedback Call
Centre. Poor ratings automatically trigger the option to file an appeal, and Ministries/
Departments can access audio transcripts of such feedback for internal review and
accountability. CPGRAMS has also been integrated with grievance portals of various Central
Ministries and State Governments, and outreach has been expanded to rural areas through
integration with Common Service Centres (CSCs). Over the last three years, Central Ministries
and Departments have consistently redressed of more than one lakh grievances per month, and
pendency in Central Secretariat has been reduced to approximately 64,000 cases. Public
grievance redressal is also a key priority under the Government’s annual Special Campaign on
Swachhata and reducing pendency; during the Special Campaign 3.0 held in October 2024,
more than 5.55 lakh grievances and appeals were disposed of. Further, to institutionalise
effective grievance redressal, the Government issued Comprehensive Guidelines on 23rd
August 2024, reducing the prescribed resolution timeline from 30 days to 21 days. These
guidelines mandate the integration of grievance portals, setting up of dedicated grievance cells
in Ministries and Departments, appointment of competent nodal and appellate officers,
emphasis on root cause analysis and citizen feedback, and strengthening of grievance escalation
and monitoring mechanisms. These efforts are aligned with the Government’s commitment to
responsive, citizen-centric, and accountable governance.
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