Parliament Question: Improvement of CPGRAMS

GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES) LOK SABHA UNSTARRED QUESTION NO.6033 (ANSWERED ON 01.04.2026) IMPROVEMENT OF CPGRAMS

6033. SHRI DEEPENDER SINGH HOODA:

Will the PRIME MINISTER be pleased to state:

(a) the details of the total number of complaints received, resolved and pending in the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) during the last ten years and the current year, Ministry, State/Union Territory and year-wise;

(b) whether CPGRAMS is maintaining a constant and satisfactory rate of grievance redressal across Ministries and States/UTs and if so, the details thereof and if not, the reasons therefor;

(c) the steps taken or proposed to be taken by the Government to ensure that pending complaints are resolved within a time-bound framework including timelines by which the remaining backlog is likely to be cleared; and

(d) whether the Government has prepared a time-bound action plan to improve the efficiency of CPGRAMS so that grievances are addressed promptly and on a near-immediate basis and if so, the details of such a roadmap and implementation schedule and if not, the reasons therefor? 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): The details of grievances received, disposed and pending in the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) during the last ten years and the current year, Ministry/Department, State/Union Territory and year-wise, are given in Annexures I, II and III respectively.

(b): The effectiveness of the grievance redressal process is monitored through feedback given by complainants on resolution. A dedicated feedback portal is available to the Ministries/Departments/States/UTs to monitor citizen satisfaction against each grievance.

During the period from 1st January, 2025 to 28th February, 2026, out of approx. 6 lakh resolved grievances 69.8% were rated as satisfactory by complainants.

(c) and (d): The Department of Administrative Reforms and Public Grievances (DARPG) regularly reviews grievance disposal performance of Ministries/Departments and States/UTs through monthly review meetings. Ministries/Departments and States/UTs with higher pendency or delays are advised to take corrective measures. Further, the Government has undertaken several measures to improve accountability and efficiency of the grievance redressal mechanism under CPGRAMS, including implementation of the 10-Step Reforms.

Comprehensive Guidelines for Effective Redressal of Public Grievances, issued in August Page 1 of 72024, rationalised the grievance redressal timeline from 30 days to 21 days and mandate the establishment of dedicated grievance cells, emphasis on root cause analysis, action on citizen feedback, and strengthening of grievance escalation mechanisms. A Review Meeting Module has also been operationalized in CPGRAMS in February 2025 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.

****** Page 2 of 7Annexure I Ministry/Department wise - details of grievances received, disposed and pending in CPGRAMS during the last ten years and the current year (01.01.2016 to 28.02.2026) Brought Receipt Disposed Pending Ministry/Department Forward Central Board of Direct Taxes (Income Tax) 8135 510278 512330 6083 Central Board of Indirect Taxes and Customs 940 155166 155900 206 Department for Promotion of Industry and Internal Trade 145 23307 23327 125 Department of Administrative Reforms and Public Grievances - PG Division 22 23910 23872 60 Department of Agriculture and Farmers Welfare 1149 469979 468008 3120 Department of Agriculture Research and Education 580 18956 19445 91 Department of Animal Husbandry, Dairying 264 17644 17814 94 Department of Atomic Energy 219 15695 15856 58 Department of Bio Technology 177 3549 3717 9 Department of Chemicals and Petrochemicals 38 5918 5947 9 Department of Commerce 608 48519 48626 501 Department of Consumer Affairs 995 143236 143954 277 Department of Defence 5468 153515 158643 340 Department of Defence Finance 399 177338 174654 3083 Department of Defence Production 308 24785 24952 141 Department of Defence Research and Development 39 10427 10325 141 Department of Economic Affairs ACC Division 754 45244 45538 460 Department of Empowerment of Persons with Disabilities 62 29337 29272 127 Department of Ex Servicemen Welfare 1065 182106 182155 1016 Department of Expenditure 315 42241 42343 213 Department of Fertilizers 248 6729 6955 22 Department of Financial Services (Banking Division) 5106 1505438 1507252 3292 Department of Financial Services (Insurance Division) 675 225633 225973 335 Department of Financial Services (Pension Reforms) 0 23777 23722 55 Department of Fisheries 0 2729 2702 27 Department of Food and Public Distribution 181 67701 65495 2387 Department of Health & Family Welfare 3163 317372 318462 2073 Department of Health Research 110 16193 16255 48 Department of Higher Education 6543 232352 237648 1247 Department of Investment & Public Asset Management 3 7760 7717 46 Department of Justice 226 112980 113118 88 Department of Land Resources 63 22663 22649 77 Department of Legal Affairs 661 37120 37624 157 Page 3 of 7Department of Military Affairs 0 40414 39128 1286 Department of Official Language 39 3262 3297 4 Department of Personnel and Training 1230 269475 269693 1012 Department of Pharmaceuticals 391 15450 15796 45 Department of Posts 864 524549 523925 1488 Department of Public Enterprises 3 8128 8091 40 Department of Revenue 5213 179894 184762 345 Department of Rural Development 1007 810606 810501 1112 Department of School Education and Literacy 5574 193402 197589 1387 Department of Science and Technology 1362 24890 26188 64 Department of Scientific & Industrial Research 141 12388 12497 32 Department of Social Justice and Empowerment 442 65521 65757 206 Department of Space 110 5640 5719 31 Department of Sports 1183 15038 16131 90 Department of Telecommunications 4672 680130 684068 734 Department of Youth Affairs 53 9032 9045 40 Legislative Department 267 11028 11257 38 Ministry of Coal 723 45182 45768 137 Ministry of Ayush 370 31080 31343 107 Ministry of Civil Aviation 1371 94967 95929 409 Ministry of Cooperation 0 81955 81477 478 Ministry of Corporate Affairs 1742 151377 152502 617 Ministry of Culture 376 25913 26233 56 Ministry of Development of North Eastern Region 81 2585 2666 0 Ministry of Drinking Water and Sanitation 293 48885 48564 614 Ministry of Earth Sciences 73 4875 4941 7 Ministry of Electronics & Information Technology 268 90246 90197 317 Ministry of Environment, Forest and Climate Change 4240 61006 64889 357 Ministry of External Affairs 514 171174 170524 1164 Ministry of Food Processing Industries 68 7200 7240 28 Ministry of Heavy Industries 437 14778 15192 23 Ministry of Home Affairs 5006 425960 428041 2925 Ministry of Housing and Urban Affairs 2228 242109 242349 1988 Ministry of Information and Broadcasting 5687 65686 71208 165 Ministry of Labour and Employment 1028 1088078 1074670 14436 Ministry of Micro Small and Medium Enterprises 213 78194 76213 2194 Ministry of Mines 230 14501 14659 72 Ministry of Minority Affairs 185 21888 21974 99 Ministry of New and Renewable Energy 636 12260 12760 136 Ministry of Panchayati Raj 30 55742 53510 2262 Ministry of Parliamentary Affairs 91 18490 18571 10 Ministry of Petroleum and Natural Gas 1415 190272 190197 1490 Ministry of Power 432 45953 46296 89 Ministry of Railways ( Railway Board) 9760 589480 595011 4229 Page 4 of 7Ministry of Road Transport and Highways 4523 210970 214269 1224 Ministry of Shipping 179 18052 18189 42 Ministry of Skill Development and Entrepreneurship 134 43933 43685 382 Ministry of Statistics and Programme Implementation 65 5022 5067 20 Ministry of Steel 157 14835 14950 42 Ministry of Textiles 119 13286 13376 29 Ministry of Tourism 666 20628 21168 126 Ministry of Tribal Affairs 89 16524 16566 47 Ministry of Water Resources, River Development & Ganga Rejuvenation 805 35092 35716 181 Ministry of Women and Child Development 254 65359 65254 359 NITI Aayog 1134 27470 28571 33 O/o the Comptroller & Auditor General of India 75 64268 64254 89 Staff Selection Commission 78 140024 139894 208 Unique Identification Authority of India 268 170332 168502 2098 Page 5 of 7Annexure II State/UT wise - details of grievances received, disposed and pending in CPGRAMS during the last ten years and the current year (01.01.2016 to 28.02.2026) Brought Receipt Disposed Pending State/UT Forward Government of Andaman & Nicobar 593 9150 9684 59 Government of Andhra Pradesh 15187 84726 94953 4960 Government of Arunachal Pradesh 283 4382 4394 271 Government of Assam 4781 167755 169868 2668 Government of Bihar 9114 300734 297196 12652 Government of Chattisgarh 1078 97759 91533 7304 Government of Goa 417 13568 13221 764 Government of Gujarat 6423 437007 438997 4433 Government of Haryana 18135 308283 316051 10367 Government of Himachal Pradesh 2905 42601 38355 7151 Government of Jammu and Kashmir 3148 57981 54433 6696 Government of Jharkhand 6365 154718 156393 4690 Government of Karnataka 12650 202007 205935 8722 Government of Kerala 6287 83635 88870 1052 Government of Madhya Pradesh 13120 338483 339350 12253 Government of Maharashtra 35027 429576 431545 33058 Government of Manipur 378 9580 8578 1380 Government of Meghalaya 235 4738 4687 286 Government of Mizoram 83 2469 2511 41 Government of Nagaland 134 2901 1702 1333 Government of NCT of Delhi 13262 302071 310545 4788 Government of Odisha 6627 116673 112165 11135 Government of Puducherry 811 13474 14098 187 Government of Punjab 5913 161546 161270 6189 Government of Rajasthan 18171 317387 332091 3467 Government of Sikkim 194 2094 2262 26 Government of Tamil Nadu 3126 197844 192101 8869 Government of Telangana 3790 74831 78567 54 Government of Tripura 383 12616 12853 146 Government of UT of Chandigarh 1577 35944 37357 164 Government of UT of Dadra & Nagar Haveli 169 3124 3094 199 Government of UT of Daman & Diu 99 3091 2926 264 Government of UT of Ladakh 0 1144 1102 42 Government of UT of Lakshadweep 69 1502 1554 17 Government of Uttar Pradesh 61842 2058402 2095797 24447 Government of Uttarakhand 5901 128687 132997 1591 Government of West Bengal 11293 136983 137042 11234 Page 6 of 7Annexure III Year wise - details of grievances received, disposed and pending in CPGRAMS during the last ten years and the current year Brought Receipt During Total Total Year Forward Period Disposed Pending 2016 449626 1483166 1262213 670579 2017 670579 1866124 1773016 763687 2018 763687 1586415 1506405 843697 2019 843697 1867759 1639853 1071603 2020 1071603 2271270 2319569 1023304 2021 1023304 2000590 2135923 887971 2022 887971 1918238 2143468 662741 2023 662741 1953057 2307674 308124 2024 308124 2615321 2645869 277576 2025 277576 2278256 2279040 276792 2026 (till 28- 02-2026) 276792 423922 406799 293915 Page 7 of 7