PARLIAMENT QUESTION: DIGITAL GRIEVANCE REDRESSAL THROUGH CENTRAL PLATFORMS

**Executive Summary** This report details the performance and reforms of the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) as presented in a written reply to the Lok Sabha on March 18, 2026. It highlights that over 1.11 crore grievances were received between 2021 and early 2026, with current guidelines mandating a 21-day disposal timeline. Key initiatives include the implementation of 10-step reforms, regular monthly reviews by the Department of Administrative Reforms and Public Grievances (DARPG), and the development of an advanced IT solution using emerging technologies. **Key Points / Main Content** * **Statistical Performance and Disposal Timelines** * A total of 1,11,89,384 grievances were received between 2021 and February 28, 2026. * In 2025, Central Government Ministries/Departments achieved an average disposal time of 15 days. * 82.1% of grievances in 2025 were resolved within the prescribed 21-day timeline. * **Policy and Structural Reforms** * Comprehensive Guidelines issued in August 2024 rationalized the redressal timeline, reducing it from 30 days to 21 days. * The "10-Step Reforms" have been implemented to improve accountability and efficiency. * Mandatory requirements now include the establishment of dedicated grievance cells, root cause analysis of issues, and action based on citizen feedback. * **Monitoring and Oversight Mechanisms** * DARPG conducts monthly review meetings to monitor performance across Ministries, Departments, and States/UTs. * A Review Meeting Module has been operationalised in CPGRAMS to facilitate senior-level oversight. * Nodal officers coordinate the structured workflow for transferring and examining grievances that pertain to multiple organizations. * **Capacity Building and Future Technology** * Financial assistance is provided to Administrative Training Institutes under the Sevottam Scheme for officer training. * The government is currently developing an end-to-end IT solution for the Public Grievance System using emerging technologies. **Impact Analysis** **Central Government Ministries, Departments, and States/UTs** **Impact:** They are subject to stricter accountability through monthly DARPG reviews and a reduced 21-day disposal window. Entities with high pendency are flagged for corrective measures. **Action Required:** Must establish dedicated grievance cells, perform root cause analysis on recurring issues, and ensure adherence to the 21-day resolution timeline. **Administrative Training Institutes** **Impact:** They serve as the primary hubs for capacity building regarding grievance redressal mechanisms. **Action Required:** Utilize financial assistance provided under the Sevottam Scheme to train officers on the latest CPGRAMS reforms and workflows. **Citizens** **Impact:** Beneficiaries of a more responsive and faster digital redressal system with strengthened escalation mechanisms and feedback integration. **Action Required:** No specific action required other than utilizing the CPGRAMS portal or mobile application to lodge grievances and provide feedback on resolutions.

Key Entities Referenced