Parliament Question: CPGRAMS

GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES) LOK SABHA UNSTARRED QUESTION NO. 1647 (ANSWERED ON 10.12.2025) CPGRAMS †1647. SHRI CHAVDA VINOD LAKHAMSHI:

SHRI DAMODAR AGRAWAL:

SMT. SHOBHANABEN MAHENDRASINH BARAIYA:

MS KANGNA RANAUT:

Will the PRIME MINISTER be pleased to state:

(a) the current trends in receipt, disposal and pendency of complaints received under the Centralized Public Grievances Redressal and Monitoring System (CPGRAMS) developed by the Government;

(b) the manner in which the recently introduced Review Meeting Module implemented by the Government has improved the quality and monitoring of grievance redressal in Ministries and Departments;

(c) the extent to which the integration of CPGRAMS with Common Service Centres (CSCs) has been able to expand the reach of complaint registration espectally in rural and remote areas;

(d) the measures taken/being taken by the Government to enhance the efficiency, transparency and user experience of CPGRAMS in view of administrative reforms; and

(e) the details of receipt, disposal and pendency of registered complaints from across the country, State and year-wise including Himachal Pradesh and Rajasthan during the last five years? 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): The details of grievances received, disposed of and pending on CPGRAMS during the

last five years are as under:

Year Brought Forward Receipts Disposals Pending 2021 10,23,304 20,00,590 21,35,923 8,87,971 2022 8,87,971 19,18,238 21,43,468 6,62,741 2023 6,62,741 19,53,057 23,07,674 3,08,124 2024 3,08,124 26,15,321 26,45,869 2,77,576 Page 1 of 72025 (Till 30th November 2025) 2,77,576 20,53,859 20,69,327 2,62,108 As per the data, grievance receipts have remained broadly stable with a rising trend in 2024, disposals have shown a steady upward trend and have remained higher than receipts.

The pendency has declined consistently over the period and came down from 10,23,304 at the beginning of the year 2021 to 2,62,108 as on 30th November, 2025. Since 21 days are allowed to Grievance Redressal Officers (GROs) to dispose of the grievances, most of these grievances are work in progress within the permitted timeframe.

(b): A dedicated Review Meeting module has been operationalized in CPGRAMS in February, 2025 to facilitate senior level reviews of public grievances to enhance the efficiency and quality of the redressal process. A similar module for State/UTs has been made operational in June, 2025. A total 221 senior level review meetings have been conducted by Central Ministries/Departments till 30.11.2025, wherein 7483 grievances have been reviewed at the senior level. This has strengthened monitoring, sensitised the entire grievance-handling chain, and given impetus to reducing pendency and ensuring quality in disposal.

(c): CPGRAMS has been integrated with the Common Service Centre (CSC) portal with the view to enhance its outreach particularly in rural or remote areas, and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). The integration with CSCs has significantly expanded outreach of CPGRAMS and ensured digital inclusion in grievance redressal. A total of 5,63,819 grievances have been registered through the CSCs since its integration with CPGRAMS in 2022.

(d): The Government introduced the 10-step reforms for Centralized Public Grievance Redress and Monitoring System (CPGRAMS) in April 2022 to make grievance redressal timely, effective and accessible to the Citizens. Further, the Government issued the Comprehensive Guidelines for Effective Redressal of Public Grievances in August 2024 reducing the grievance redressal timelines from 30 days to 21 days. These guidelines mandate the integration of public grievance platforms, establishment of dedicated grievance cells within Ministries and Departments, appointment of experienced and competent nodal and appellate officers, emphasis on root cause analysis and action on citizen feedback, and the strengthening of grievance escalation mechanisms.

(e): The details of receipts, disposal and pendency of grievances received from across the country, State and year wise including data for Himachal Pradesh and Rajasthan, are placed at Annexure-I. ****** Page 2 of 7Annexure-I 2021 Complainant's State Brought Receipt During Total Total Forward Period Disposed Pending Andaman And Nicobar Islands 242 1349 1408 183 Andhra Pradesh 33316 29445 28628 34133 Arunachal Pradesh 612 464 679 397 Assam 33822 20749 20207 34364 Bihar 85079 94312 90130 89261 Chhattisgarh 7772 22829 27183 3418 Chandigarh 3186 12265 12490 2961 Daman and Diu 70 286 305 51 Delhi 42843 150031 159764 33110 Dadra and Nagar Haveli and Daman and Diu 127 725 776 76 Goa 2050 2952 3100 1902 Gujarat 20151 122950 121393 21708 Himachal Pradesh 22244 11037 16466 16815 Haryana 32750 76401 79435 29716 Jharkhand 20810 33584 38298 16096 Jammu And Kashmir 12552 13078 15377 10253 Kerala 12545 46675 52115 7105 Karnataka 39436 78964 63391 55009 Lakshadweep 16 62 70 8 Ladakh 20 222 192 50 Meghalaya 1483 786 1012 1257 Maharashtra 154936 180091 254693 80334 Manipur 1666 1743 1799 1610 Madhya Pradesh 126915 104618 117447 114086 Mizoram 420 329 284 465 Nagaland 231 423 399 255 Odisha 36967 30166 34882 32251 Punjab 27595 42636 38065 32166 Puducherry 854 2982 3348 488 Rajasthan 34863 99207 121098 12972 Sikkim 385 298 565 118 Telangana 5739 41792 43414 4117 Tamil Nadu 39573 87950 98417 29106 Tripura 738 3813 3805 746 Uttarakhand 35717 30536 39446 26807 Uttar Pradesh 108540 455938 451459 113019 West Bengal 67590 149770 140157 77203 Not Provided 9449 49132 54226 4355 Total 1023304 2000590 2135923 887971 Page 3 of 72022 Complainant's State Brought Receipt During Total Total Forward Period Disposed Pending Andaman And Nicobar Islands 183 1503 1521 165 Andhra Pradesh 34133 27252 28354 33031 Arunachal Pradesh 397 479 506 370 Assam 34364 37291 54579 17076 Bihar 89261 128016 159628 57649 Chhattisgarh 3418 20664 21125 2957 Chandigarh 2961 10330 9640 3651 Daman and Diu 51 321 263 109 Delhi 33110 161502 163156 31456 Dadra and Nagar Haveli and Daman and Diu 76 465 464 77 Goa 1902 2686 3586 1002 Gujarat 21708 114592 108776 27524 Himachal Pradesh 16815 10877 12328 15364 Haryana 29716 77028 77066 29678 Jharkhand 16096 35642 34999 16739 Jammu And Kashmir 10253 14043 12537 11759 Kerala 7105 31690 33975 4820 Karnataka 55009 67140 93600 28549 Lakshadweep 8 32 35 5 Ladakh 50 121 138 33 Meghalaya 1257 744 999 1002 Maharashtra 80334 163497 155930 87901 Manipur 1610 1495 1732 1373 Madhya Pradesh 114086 95660 168839 40907 Mizoram 465 283 379 369 Nagaland 255 395 412 238 Odisha 32251 32685 28958 35978 Punjab 32166 48249 34738 45677 Puducherry 488 2804 2716 576 Rajasthan 12972 103267 105593 10646 Sikkim 118 235 313 40 Telangana 4117 35739 35930 3926 Tamil Nadu 29106 75842 90307 14641 Tripura 746 3386 3454 678 Uttarakhand 26807 29981 50168 6620 Uttar Pradesh 113019 446612 516002 43629 West Bengal 77203 100220 94587 82836 Not Provided 4355 35470 36135 3690 Total 887971 1918238 2143468 662741 Page 4 of 72023 Complainant's State Brought Receipt During Total Total Forward Period Disposed Pending Andaman And Nicobar Islands 165 1691 1707 149 Andhra Pradesh 33031 25031 50130 7932 Arunachal Pradesh 370 605 837 138 Assam 17076 67567 67582 17061 Bihar 57649 117322 162248 12723 Chhattisgarh 2957 23495 24056 2396 Chandigarh 3651 9776 12124 1303 Daman and Diu 109 269 274 104 Delhi 31456 123112 137247 17321 Dadra and Nagar Haveli and Daman and Diu 77 305 288 94 Goa 1002 2887 3168 721 Gujarat 27524 104536 117482 14578 Himachal Pradesh 15364 11010 21852 4522 Haryana 29678 76564 90177 16065 Jharkhand 16739 49897 58896 7740 Jammu And Kashmir 11759 15328 24396 2691 Kerala 4820 26358 28141 3037 Karnataka 28549 62360 75999 14910 Lakshadweep 5 39 40 4 Ladakh 33 350 356 27 Meghalaya 1002 1137 1733 406 Maharashtra 87901 164761 226251 26411 Manipur 1373 3623 2224 2772 Madhya Pradesh 40907 101404 132018 10293 Mizoram 369 459 586 242 Nagaland 238 833 445 626 Odisha 35978 47296 55997 27277 Punjab 45677 61875 100139 7413 Puducherry 576 3551 3689 438 Rajasthan 10646 89750 91193 9203 Sikkim 40 218 225 33 Telangana 3926 29571 31076 2421 Tamil Nadu 14641 98414 85077 27978 Tripura 678 2639 2786 531 Uttarakhand 6620 29427 31911 4136 Uttar Pradesh 43629 441881 453237 32273 West Bengal 82836 128134 180794 30176 Not Provided 3690 29582 31293 1979 Total 662741 1953057 2307674 308124 Page 5 of 72024 Complainant's State Brought Receipt During Total Total Forward Period Disposed Pending Andaman And Nicobar Islands 149 1816 1847 118 Andhra Pradesh 7932 35392 37655 5669 Arunachal Pradesh 138 700 710 128 Assam 17061 781291 788470 9882 Bihar 12723 92611 92806 12528 Chhattisgarh 2396 25309 24612 3093 Chandigarh 1303 8557 9161 699 Daman and Diu 104 104 121 87 Delhi 17321 119396 119466 17251 Dadra and Nagar Haveli and Daman and Diu 94 520 481 133 Goa 721 2976 2824 873 Gujarat 14578 99353 104629 9302 Himachal Pradesh 4522 12237 10719 6040 Haryana 16065 86475 86758 15782 Jharkhand 7740 49041 49298 7483 Jammu And Kashmir 2691 20158 15218 7631 Kerala 3037 29536 24962 7611 Karnataka 14910 66933 72264 9579 Lakshadweep 4 142 123 23 Ladakh 27 280 281 26 Meghalaya 406 2274 2157 523 Maharashtra 26411 161903 160105 28209 Manipur 2772 4107 4661 2218 Madhya Pradesh 10293 100249 103173 7369 Mizoram 242 1162 672 732 Nagaland 626 739 454 911 Odisha 27277 51140 58669 19748 Punjab 7413 66164 67428 6149 Puducherry 438 3676 3648 466 Rajasthan 9203 90104 92997 6310 Sikkim 33 353 339 47 Telangana 2421 31215 30981 2655 Tamil Nadu 27978 80446 96312 12112 Tripura 531 3086 3346 271 Uttarakhand 4136 31971 31652 4455 Uttar Pradesh 32273 434590 439328 27535 West Bengal 30176 92911 81113 41974 Not Provided 1979 26404 26429 1954 Total 308124 2615321 2645869 277576 Page 6 of 72025 (till 30 November 2025) Complainant's State Brought Receipt During Total Total Forward Period Disposed Pending Andaman And Nicobar Islands 118 1789 1763 144 Andhra Pradesh 5669 45671 45840 5500 Arunachal Pradesh 128 897 850 175 Assam 9882 30433 34874 5441 Bihar 12528 107426 102426 17528 Chhattisgarh 3093 28151 25359 5885 Chandigarh 699 8082 7950 831 Daman and Diu 87 65 74 78 Delhi 17251 136609 134142 19718 Dadra and Nagar Haveli and Daman and Diu 133 580 530 183 Goa 873 2706 2804 775 Gujarat 9302 103763 104120 8945 Himachal Pradesh 6040 12855 12051 6844 Haryana 15782 97491 99423 13850 Jharkhand 7483 47012 48847 5648 Jammu And Kashmir 7631 22181 23337 6475 Kerala 7611 31743 36185 3169 Karnataka 9579 95912 92564 12927 Lakshadweep 23 152 147 28 Ladakh 26 212 211 27 Meghalaya 523 1166 1428 261 Maharashtra 28209 181727 172606 37330 Manipur 2218 4831 5833 1216 Madhya Pradesh 7369 119587 113302 13654 Mizoram 732 671 1315 88 Nagaland 911 596 484 1023 Odisha 19748 44814 51489 13073 Punjab 6149 55624 54373 7400 Puducherry 466 3181 2851 796 Rajasthan 6310 106062 105497 6875 Sikkim 47 410 406 51 Telangana 2655 37005 37272 2388 Tamil Nadu 12112 79248 80167 11193 Tripura 271 3850 3744 377 Uttarakhand 4455 36971 38259 3167 Uttar Pradesh 27535 476664 469150 35049 West Bengal 41974 100119 130000 12093 Not Provided 1954 27606 27618 1942 Total 277576 2053862 2069291 262147 ***** Page 7 of 7