**Executive Summary**
This document provides details on public grievances received and redressed through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) by State/UT governments from January 1, 2021, to December 31, 2025. It outlines the measures taken by the government to improve the grievance redressal process and includes data on grievances received, redressed, and the number of reminders filed. The information was provided by Union Minister Dr. Jitendra Singh in a written reply in Rajya Sabha.
**Key Points / Main Content**
* **CPGRAMS Overview:**
* CPGRAMS is a 24x7 online platform for lodging, forwarding, monitoring, and reviewing public grievances.
* An appeal mechanism is available on CPGRAMS for grievances pertaining to Central Ministries/Departments.
* Responsibility for grievance redressal, including disciplinary action against officials, rests with concerned Ministries/Departments and State/UT Governments.
* **Government Initiatives:**
* The government implemented 10-Step Reforms under CPGRAMS to reduce grievance pendency and improve efficiency.
* Comprehensive Guidelines for Effective Redressal of Public Grievances were issued in August 2024, rationalising grievance redressal timelines to 21 days.
* The guidelines mandate the establishment of dedicated grievance cells and emphasize root cause analysis.
* A dedicated Review Meeting Module has been operationalized in CPGRAMS for senior-level review.
* Financial assistance is provided for capacity building of State/UT government officers on grievance redressal mechanisms.
* DARPG conducts monthly review meetings with Nodal Officers of all States/UTs.
* **Grievance Statistics (January 1, 2021 - December 31, 2025):**
* Data provided on the number of grievances received, redressed, and reminders filed by complainants for each State/UT.
* The total number of grievances received across all States/UTs is 3,650,895.
* The total number of grievances redressed across all States/UTs is 4,340,287.
* The total number of reminders filed by complainants across all States/UTs is 794,985.
**Impact Analysis**
**State/UT Governments**
* **Impact:** Responsible for redressing grievances lodged through CPGRAMS within their jurisdiction and potentially initiating disciplinary action against officials. Required to adhere to the revised grievance redressal timelines and guidelines.
* **Action Required:** Ensure timely disposal of grievances, establish dedicated grievance cells, and participate in monthly review meetings with DARPG.
**Grievance Redressal Officers**
* **Impact:** Affected by updated grievance redressal timelines and guidelines. Can participate in capacity-building programs to improve effectiveness.
* **Action Required:** Attend training programs, implement the new guidelines, and utilize the dedicated Review Meeting Module in CPGRAMS.
**Citizens/Complainants**
* **Impact:** Benefit from improved grievance redressal processes, shorter timelines, and a more efficient system.
* **Action Required:** Utilize the CPGRAMS platform to lodge and track grievances, and file reminders when necessary.
Key Entities Referenced
Centralised Public Grievance Redress and Monitoring System (CPGRAMS): An online platform used by State/UT governments for public grievance redressal.
Ministry of Personnel, Public Grievances & Pensions: The government ministry with oversight of the public grievance redressal system.
State/UT governments: State and Union Territory governments responsible for addressing public grievances through CPGRAMS.
Sevottam Scheme: Scheme providing financial assistance to Administrative Training Institutes for capacity building of officers on grievance redressal mechanisms.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: PUBLIC GRIEVANCE
REDRESSAL
Posted On: 05 FEB 2026 12:56PM by PIB Delhi
The details of public grievances received and redressed through Centralised Public Grievance Redress and
Monitoring System (CPGRAMS) by State/UT governments, along with number of reminders filed by
complainants during the last five years (2021 to 2025) is placed at Annexure-I. Appeal mechanism is
available on CPGRAMS for grievances pertaining to Central Ministries/Departments.
CPGRAMS is a 24×7 online, citizen-facing platform that facilitates the lodging, forwarding, monitoring,
and review of public grievances. The responsibility for grievance redressal, including initiation of
disciplinary action against officials for failure to resolve grievances or for providing misleading replies,
vests with the concerned Ministries/Departments and respective State/Union Territory 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 from 30 days to 21
days, 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 Grievance Redressal
Officers from States/UTs. DARPG also conducts monthly review meetings with Nodal Officers of all
State/UTs to ensure timely disposal of grievances.
Annexure-I
Details of public grievances received and redressed through CPGRAMS by State/UT Governments
along with number of reminders filed by complainants during the last five years (01.01.2021 to
31.12.2025)
State/UT Received Redressed No. of reminders filed
by complainants
Andaman & Nicobar 6222 6223 661
Andhra Pradesh 47785 78724 18296
Arunachal Pradesh 2335 2919 1002Assam 131070 163097 9223
Bihar 163782 232073 44080
Chandigarh 20442 20568 3787
Chattisgarh 47909 45327 7051
Dadra & Nagar Haveli and 3422 3094 1129
Daman & Diu
Goa 7145 8382 1897
Gujarat 278592 284357 77588
Haryana 162973 179304 75034
Himachal Pradesh 18763 35404 5647
Jammu and Kashmir 37348 45090 11721
Jharkhand 99163 113954 33362
Karnataka 91797 114381 22635
Kerala 40248 46300 6401
Ladakh 1056 1040 185
Lakshadweep 1101 1083 146
Madhya Pradesh 187482 297006 48347
Maharashtra 207140 316443 73614
Manipur 7676 8283 804
Meghalaya 2632 4191 507
Mizoram 1781 2317 1512
Nagaland 1982 1014 861
NCT of Delhi 150563 160373 46780Odisha 77624 103127 20716
Puducherry 9023 9351 1308
Punjab 107075 128519 19545
Rajasthan 151733 164394 29509
Sikkim 1225 1933 262
Tamil Nadu 108720 132711 48235
Telangana 37696 37760 5090
Tripura 8422 8462 1794
Uttar Pradesh 1283546 1347013 122533
Uttarakhand 73295 108918 12514
West Bengal 72127 127152 41209
Total 3650895 4340287 794985
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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