**Executive Summary**
This document, posted on February 5, 2026, by PIB Delhi, addresses a Parliament Question regarding improvements in the Public Grievance Redressal System (CPGRAMS). It provides Ministry/Department-wise details of grievances received and redressed on the CPGRAMS portal for the past three years (2023-2025) and outlines steps taken to improve the grievance redressal process. The document also mentions that in the year 2025, the average disposal time of grievances on CPGRAMS was 64 days for State/UT Governments.
**Key Points / Main Content**
* **Grievance Data (2023-2025):** Annexure-I provides a detailed breakdown, by Ministry/Department, of the number of grievances:
* Brought Forward from previous years.
* Received during the period.
* Disposed of during the period.
* **Government Initiatives:**
* Implementation of the 10-Step Reforms under CPGRAMS to reduce grievance pendency and improve efficiency.
* Issuance of Comprehensive Guidelines for Effective Redressal of Public Grievances in August 2024.
* Guidelines promote rationalized timelines, dedicated grievance cells, root cause analysis, citizen feedback, and strengthened escalation mechanisms.
* Operationalization of a dedicated Review Meeting Module in CPGRAMS to facilitate senior-level review.
* Financial assistance for capacity building of State/UT government officers on grievance redressal mechanisms under the Sevottam Scheme.
* 1,010 training programs were conducted, benefitting 33,775 officers from States/UTs over the last four years.
* DARPG conducts monthly review meetings with Nodal Officers of all State/UTs.
* Development of an end-to-end IT solution for the Public Grievance System using emerging technologies.
**Impact Analysis**
**Impact**
* Government Ministries/Departments: Required to implement the 10-Step Reforms under CPGRAMS and the Comprehensive Guidelines. Expected to reduce grievance pendency and improve efficiency of grievance redressal.
**Action Required**
* Ministries/Departments should review and improve their grievance redressal mechanisms, including establishing dedicated grievance cells, focusing on root cause analysis, incorporating citizen feedback, and strengthening escalation mechanisms. They should ensure timely disposal of grievances.
**Impact**
* State/UT Governments: Expected to improve grievance redressal mechanisms and participate in capacity-building training programs.
**Action Required**
* State/UT governments should send officers to Administrative Training Institutes under the Sevottam Scheme for capacity building. They should also participate in monthly review meetings with DARPG.
**Impact**
* Citizens: Intended beneficiaries of a more efficient and responsive public grievance redressal system.
**Action Required**
* Citizens should utilize the CPGRAMS portal to register their grievances and provide feedback on the redressal process.
Key Entities Referenced
CPGRAMS: Centralized Public Grievance Redress and Monitoring System, used for receiving and addressing grievances.
Ministry of Personnel, Public Grievances & Pensions: The nodal ministry responsible for public grievance redressal and pension matters.
10-Step Reforms under CPGRAMS: A set of measures to reduce grievance pendency and improve efficiency of grievance redressal within CPGRAMS.
Sevottam Scheme: Scheme under which financial assistance is provided to Administrative Training Institutes for capacity building on grievance redressal.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: IMPROVEMENT IN
PUBLIC GRIEVANCE REDRESSAL SYSTEM
Posted On: 05 FEB 2026 12:57PM by PIB Delhi
Ministry/Department-wise details of the number of grievances received and redressed on the CPGRAMS
portal during the last three years is placed at Annexure-I.
In the year 2025, average disposal time of grievances on CPGRAMS was 64 days for State/UT
Governments.
The Government has undertaken a comprehensive set of measures to reduce grievance pendency and
improve the efficiency of the grievance redressal process through the implementation of the 10-Step
Reforms under CPGRAMS. Further, the Comprehensive Guidelines for Effective Redressal of Public
Grievances were issued in August 2024 to rationalise grievance redressal timelines and to mandate
establishment of dedicated grievance cells, emphasis on root cause analysis, action on citizen feedback,
and strengthening of grievance escalation mechanisms. A dedicated Review Meeting Module has been
operationalised in CPGRAMS to facilitate senior-level review of public grievances. For capacity
building of officers of State/UT governments on grievance redressal mechanisms, financial assistance is
provided to Administrative Training Institutes under the Sevottam Scheme. During the last four years,
1,010 such training programmes have been conducted, benefitting 33,775 officers from States/UTs.
DARPG also conducts monthly review meetings with Nodal Officers of all State/UTs to ensure timely
disposal of grievances. Further, the Government is undertaking the fresh development of an end-to-end
IT solution for the Public Grievance System of the Government of India using latest emerging
technologies.
Annexure-I
Ministry/Department-wise details of the number of grievances received and redressed on the
CPGRAMS portal during the last three years (2023 to 2025)
Ministry/Department Brought Received Disposed
Forward
Central Board of Direct Taxes (Income Tax) 13033 199627 207615
Central Board of Indirect Taxes and Customs 766 40850 41423
Department for Promotion of Industry and Internal 52 7084 7026
TradeMinistry/Department Brought Received Disposed
Forward
Department of Administrative Reforms and Public 882 15566 16264
Grievances - PG Division
Department of Agriculture and Farmers Welfare 5150 281338 285438
Department of Agriculture Research and Education 88 4853 4859
Department of Animal Husbandry, Dairying 166 6127 6173
Department of Atomic Energy 178 4918 5043
Department of Bio Technology 13 828 825
Department of Chemicals and Petrochemicals 21 1442 1454
Department of Commerce 218 13594 13491
Department of Consumer Affairs 867 60025 60208
Department of Defence 1291 51620 52535
Department of Defence Finance 1003 82955 77525
Department of Defence Production 67 6085 6079
Department of Defence Research and Development 55 2539 2533
Department of Economic Affairs ACC Division 479 10942 10887
Department of Empowerment of Persons with 69 9746 9637
Disabilities
Department of Ex Servicemen Welfare 1498 121691 122072
Department of Expenditure 462 8485 8743
Department of Fertilizers 46 1796 1810
Department of Financial Services (Banking Division) 6745 522723 525223Ministry/Department Brought Received Disposed
Forward
Department of Financial Services (Insurance 1095 90632 91242
Division)
Department of Financial Services (Pension Reforms) 34 10306 10312
Department of Fisheries 27 1387 1391
Department of Food and Public Distribution 129 34270 32122
Department of Health & Family Welfare 2108 120114 120216
Department of Health Research 44 2965 2969
Department of Higher Education 1617 63675 64020
Department of Investment & Public Asset 24 2907 2915
Management
Department of Justice 344 39258 38869
Department of Land Resources 118 14685 14708
Department of Legal Affairs 28 11395 11369
Department of Military Affairs 586 15752 16053
Department of Official Language 17 760 774
Department of Personnel and Training 2737 67255 69183
Department of Pharmaceuticals 52 3154 3184
Department of Posts 1956 182948 183561
Department of Public Enterprises 10 1921 1921
Department of Revenue 3092 29142 31959
Department of Rural Development 1393 765059 765432
Department of School Education and Literacy 1472 49036 49530Ministry/Department Brought Received Disposed
Forward
Department of Science and Technology 184 4965 5071
Department of Scientific & Industrial Research 85 3147 3208
Department of Social Justice and Empowerment 874 25666 26334
Department of Space 28 1603 1603
Department of Sports 66 3749 3732
Department of Telecommunications 758 197715 197632
Department of Youth Affairs 100 2220 2249
Legislative Department 67 3403 3388
Ministry of Coal 168 12835 12860
Ministry of Ayush 219 7264 7433
Ministry of Civil Aviation 417 22742 22640
Ministry of Cooperation 100 46973 46792
Ministry of Corporate Affairs 734 55607 55831
Ministry of Culture 303 8609 8840
Ministry of Development of North Eastern Region 11 525 536
Ministry of Drinking Water and Sanitation 606 29483 29509
Ministry of Earth Sciences 38 1112 1137
Ministry of Electronics & Information Technology 277 31036 31031
Ministry of Environment, Forest and Climate Change 481 19910 19905
Ministry of External Affairs 1067 57847 57789
Ministry of Food Processing Industries 25 1648 1647Ministry/Department Brought Received Disposed
Forward
Ministry of Heavy Industries 50 4444 4480
Ministry of Home Affairs 2101 178071 174636
Ministry of Housing and Urban Affairs 898 106946 106034
Ministry of Information and Broadcasting 420 13143 13415
Ministry of Labour and Employment 3025 603012 592908
Ministry of Micro Small and Medium Enterprises 151 48664 45287
Ministry of Mines 35 3819 3753
Ministry of Minority Affairs 208 8071 8144
Ministry of New and Renewable Energy 15 5316 5255
Ministry of Panchayati Raj 264 34057 32200
Ministry of Parliamentary Affairs 18 6551 6561
Ministry of Petroleum and Natural Gas 1419 61401 60044
Ministry of Power 184 16042 16157
Ministry of Railways ( Railway Board) 2457 203936 202011
Ministry of Road Transport and Highways 1490 94337 94598
Ministry of Shipping 196 4700 4845
Ministry of Skill Development and Entrepreneurship 115 24646 24194
Ministry of Statistics and Programme Implementation 32 1294 1304
Ministry of Steel 65 3613 3622
Ministry of Textiles 75 3064 3089
Ministry of Tourism 104 8040 8037Ministry/Department Brought Received Disposed
Forward
Ministry of Tribal Affairs 134 8209 8294
Ministry of Water Resources, River Development & 93 11773 11648
Ganga Rejuvenation
Ministry of Women and Child Development 248 22972 22691
NITI Aayog 42 11508 11531
O/o the Comptroller & Auditor General of India 107 14134 14176
Staff Selection Commission 860 25468 25954
Unique Identification Authority of India 1014 88977 87332
Total 72460 5115722 5109960
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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