**Executive Summary**
This document presents details on the grievances registered and disposed of through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal for Central Ministries/Departments and State/UT governments during the years 2023-24 and 2024-25. It also outlines the framework for grievance redressal assessment and training initiatives undertaken. The information was provided by Union Minister Dr. Jitendra Singh in a written reply in Rajya Sabha.
**Key Points / Main Content**
* **Grievance Statistics:**
* In 2023-24, 2,316,710 grievances were registered and 2,528,603 were disposed of.
* In 2024-25, 2,223,186 grievances were registered and 2,302,236 were disposed of.
* **Average Disposal Time:**
* For Central Ministries/Departments: 16 days (2023-24) and 15 days (2024-25).
* For State/UT governments: 119 days (2023-24) and 64 days (2024-25).
* **CPGRAMS Access and Integration:**
* All Central Ministries/Departments and State/Territories have role-based access to CPGRAMS.
* API-based integration of grievance portals of 17 States/UTs and 4 Central Ministries.
* CPGRAMS is integrated with the Common Service Centre (CSC) portal, available at more than 5 lakh CSCs.
* **Citizen Centric Governance and Training:**
* Financial assistance is extended to State Administrative Training Institutes (ATIs) to emphasize Citizens' Charter, Grievance Redressal Mechanism and Capacity Building under Sevottam Scheme.
* 27,854 officials of States/UTs have been trained under the Sevottam Scheme in the last 3 years (2022-23, 2023-24, 2024-25).
* **Grievance Redressal Assessment and Index (GRAI):**
* 11 indicators are used to assess the grievance redressal performance of Central Ministries/Departments.
* Indicators include: Percentage of Grievances Resolved within Timeline (within 21 days), Percentage of Appeals Redressed, Percentage of Resolution of Grievances under Corruption Category, Average Resolution Time, Percentage of Pendency with GROs (beyond 21 days), Percentage of Appeals Filed, Percentage of Resolution with "Satisfied" Remarks, Percentage of Resolution of Complaints Labelled as "Urgent", Adequacy of Categorisation of Grievance by M/D, Ratio of GROs vis-à-vis Grievances Received, and Percentage of Active Grievance Redressal Officers (GROs).
**Impact Analysis**
**Central Ministries/Departments and State/UT Governments**
* **Impact:** Required to use CPGRAMS for processing public grievances and adhere to the defined indicators for grievance redressal.
* **Action Required:** Ensure role-based access to CPGRAMS, track and improve performance on GRAI indicators, and participate in training programs.
**State Administrative Training Institutes (ATIs)**
* **Impact:** Receive financial assistance to impart training on Citizen's Charter, Grievance Redressal Mechanism, and Capacity Building.
* **Action Required:** Conduct training programs and focus on improving the efficiency of grievance redressal.
**Citizens**
* **Impact:** Affected by the efficiency and effectiveness of the grievance redressal mechanisms provided by Central Ministries/Departments and State/UT governments.
* **Action Required:** Utilize CPGRAMS portal to register grievances and provide feedback on the resolution process.
Key Entities Referenced
CPGRAMS: Centralised Public Grievance Redress and Monitoring System, a portal for registering and resolving public grievances across Central Ministries/Departments and State/UT governments.
Sevottam Scheme: A scheme focusing on Citizen Centric Governance, accountability, and transparency, under which State Administrative Training Institutes (ATIs) provide training.
Grievance Redressal Assessment and Index (GRAI): An index used to assess grievance redressal performance of Central Ministries/Departments based on 11 indicators.
Ministry of Personnel, Public Grievances & Pensions: The Union Ministry responsible for matters relating to public grievances and pensions.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: CPGRAMS PORTAL
Posted On: 05 FEB 2026 3:57PM by PIB Delhi
The details of grievances registered and disposed of on the CPGRAMS portal across all Central
Ministries/Departments and State/UT governments during the year 2023-24 and 2024-25 is as under:
Year Grievances Registered Grievances Disposed
2023-24 2316710 2528603
2024-25 2223186 2302236
In the years 2023-24 and 2024-25, average disposal time of public grievances on CPGRAMS was 16 days
and 15 days for Central Ministries/Departments and 119 days and 64 days for State/UT governments
respectively.
All Central Ministries/Departments and State/Territories governments have role-based access to
Centralised Public Grievance Redress and Monitoring System (CPGRAMS) for processing of public
grievances related to their subjects. There is API based integration of Grievance Portals of 17 States/UTs
and 04 Central Ministries whereas other States use CPGRAMS portal as their grievance portal.
CPGRAMS has also been integrated with the Common Service Centre (CSC) portal and is available at
more than 5 lakh CSCs.
Focusing on Citizen Centric Governance, accountability and transparency, financial assistance has been
extended to State Administrative Training Institutes (ATIs) to impart training emphasizing on Citizens’
Charter, Grievance Redressal Mechanism, and Capacity Building under the Sevottam Scheme. During the
last 03 years (2022-23, 2023-24 and 2024-25), various ATIs have trained 27,854 officials of States/UTs
under the Sevottam Scheme.
There are 11 indicators which are used to assess grievance redressal performance of Central
Ministries/Departments in Grievance Redressal Assessment and Index (GRAI). These include: Percentage
of Grievances Resolved within Timeline (within 21 days), percentage of Appeals Redressed, percentage of
Resolution of Grievances under Corruption Category, Average Resolution Time, percentage of Pendency
with GROs (beyond 21 days), percentage of Appeals Filed, percentage of Resolution with “Satisfied”
Remarks, percentage of Resolution of Complaints Labelled as "Urgent", Adequacy of Categorisation of
Grievance by M/D, Ratio of GROs vis-à-vis Grievances Received and percentage of Active Grievance
Redressal Officers (GROs).
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 Rajya Sabha today.*******
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