**Executive Summary**
This document is a response to Unstarred Question No. 1874 in Lok Sabha regarding grievances related to public services. The response, answered on 11.02.2026, details the Government's efforts to address public grievances, improve transparency, and ensure accountability in service delivery. It also provides data on grievance redressal via the CPGRAMS portal.
**Key Points / Main Content**
* **CPGRAMS Platform:**
* The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available 24/7 for citizens to lodge grievances related to service delivery.
* Ministries/Departments received 51,15,713 public grievances through CPGRAMS in the last three years (2023-2025).
* Approximately 85% (43,56,331) of grievances received on CPGRAMS were disposed of within the prescribed time limit.
* **RTI Matters:**
* RTI matters are not taken up for redressal in CPGRAMS.
* **Transparency and Accountability Mechanisms:**
* Multiple mechanisms are in place to improve transparency and accountability.
* These include CPGRAMS for time-bound grievance redressal with dashboard-based monitoring.
* The government has adopted e-Office for electronic movement of files.
* The National e-Service Delivery Assessment (NeSDA) is used for assessing the quality and efficiency of public service delivery portals.
* Extensive use of dashboards, service delivery analytics, and citizen feedback through call centres.
* The Right to Information Act, 2005 mandates proactive disclosure of information under Section 4, enhancing transparency and reducing the need for individual RTI applications.
* **Accountability Law:**
* The government does not consider introducing an accountability law to ensure the delivery of time-bound services to citizens.
**Impact Analysis**
**Citizens:**
* **Impact:** Citizens have access to an online platform (CPGRAMS) for lodging grievances related to public services and can expect timely resolution for most grievances. Existing transparency mechanisms provide more access to information, potentially reducing the need for RTI applications.
* **Action Required:** Citizens can use CPGRAMS to report grievances and monitor their status.
**Ministries/Departments:**
* **Impact:** Ministries/Departments are responsible for addressing grievances received through CPGRAMS and improving the efficiency of service delivery. They are also expected to proactively disclose information as per the RTI Act.
* **Action Required:** Ministries/Departments must continue to utilize CPGRAMS for grievance redressal, implement e-Office, and use NeSDA for assessing service delivery.
**Government of India:**
* **Impact:** The Government aims to enhance transparency, accountability, and citizen satisfaction by improving service delivery and grievance redressal mechanisms.
* **Action Required:** The Government should continue monitoring and refining its existing mechanisms and processes for grievance redressal and transparency.
Key Entities Referenced
Centralised Public Grievance Redress and Monitoring System (CPGRAMS): Online platform for citizens to lodge grievances related to service delivery.
Right to Information Act, 2005: Act providing a statutory framework for transparency and accountability.
Ministry of Personnel, Public Grievances and Pensions: The Ministry responsible for administrative reforms and public grievances.
National e-Service Delivery Assessment (NeSDA): Mechanism for assessing the quality and efficiency of public service delivery portals.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)
LOK SABHA
UNSTARRED QUESTION NO. 1874
(ANSWERED ON 11.02.2026)
GRIEVANCES TO PUBLIC SERVICES IN VARIOUS MINISTRIES/DEPARTMENTS
†1874. SHRI PATEL UMESHBHAI BABUBHAI:
Will the PRIME MINISTER be pleased to state:
(a) the details of the total number of grievances related to public services received by various
Ministries/Departments during the last three years and the number of such grievances
disposed of within the prescribed time limit;
(b) the total number of cases registered regarding delays in providing information under the
Right to Information (RTI) Act;
(c) the details of the existing mechanisms put in place to ensure transparency in public
projects; and
(d) whether the Government is considering the introduction of an accountability law to ensure
the delivery of time-bound services to citizens and if so, the details thereof?
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): Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an
online platform available to the citizens 24x7 to lodge their grievances to the public
authorities on any subject related to service delivery. During the last three years (2023, 2024
and 2025), Ministries/Departments of Government of India received 51,15,713 public
grievances on CPGRAMS out of which 43,56,331 grievances, i.e. around 85%, were
disposed of within prescribed time limit.
(b): RTI Matters are not taken up for redressal in CPGRAMS.
(c): The Government has put in place multiple mechanisms to improve transparency and
accountability, which include CPGRAMS for time-bound grievance redressal with
dashboard-based monitoring; adoption of e-Office for electronic movement of files; National
e-Service Delivery Assessment (NeSDA) for assessing the quality and efficiency of public
service delivery portals; Extensive use of dashboards, service delivery analytics, and citizen
feedback through call centres. Further, the Right to Information Act, 2005 provides a
statutory framework for transparency and accountability by mandating proactive disclosure of
information under Section 4, thereby placing substantial information in the public domain
and reducing the need for individual RTI applications.
(d): No sir.
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