Parliament Question: Improvement in public grievance redressal system

GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES) RAJYA SABHA UNSTARRED QUESTION NO. 768 (ANSWERED ON 05.02.2026) IMPROVEMENT IN PUBLIC GRIEVANCE REDRESSAL SYSTEM #768.SHRI PRADIP KUMAR VARMA:

Will the PRIME MINISTER be pleased to state:

(a) the number of grievances received on CPGRAMS portal and their redressal rate during the last three years, Ministry-wise;

(b) the average time taken for grievance redressal across various States and the sectors receiving the highest number of grievances;

(c) the major obstacles in grievance redressal and the steps taken by Government to address them; and

(d) the future initiatives proposed to make the digital system more transparent, effective and citizen-friendly? 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) and (b): 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.

(c) and (d): 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.

****** Page 1 of 5Annexure-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 Trade 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 6745 522723 525223 Division) Page 2 of 5Ministry/Department Brought Received Disposed Forward Department of Financial Services (Insurance 1095 90632 91242 Division) Department of Financial Services (Pension 34 10306 10312 Reforms) 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 49530 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 Page 3 of 5Ministry/Department Brought Received Disposed Forward 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 481 19910 19905 Change Ministry of External Affairs 1067 57847 57789 Ministry of Food Processing Industries 25 1648 1647 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 Page 4 of 5Ministry/Department Brought Received Disposed Forward 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 115 24646 24194 Entrepreneurship Ministry of Statistics and Programme 32 1294 1304 Implementation Ministry of Steel 65 3613 3622 Ministry of Textiles 75 3064 3089 Ministry of Tourism 104 8040 8037 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 ******* Page 5 of 5