**Summary:**
The Government of India utilizes the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) as its primary forum for receiving and redressing public grievances. CPGRAMS is a 24/7 online platform accessible via a web portal, a mobile application (integrated with UMANG and available on Google Play), and through 5.1 lakh Common Service Centers (CSCs) to enhance accessibility, particularly in rural areas. The system is connected to all Ministries and Departments of the Government of India and States.
Since 2020, CPGRAMS has received over 1.20 crore grievances and redressed 1.28 crore grievances. In 2022, CPGRAMS version 7.0 was operationalized across all Ministries and Departments, introducing ministry-specific grievance categories. Currently, CPGRAMS 7.0 features 18,398 categories and subcategories pertaining to 91 Ministries, Departments, and Organizations of the Central Government.
Key grievance categories include issues related to the Employees' Provident Fund Organisation (EPFO), Income Tax refund matters, PM Kisan program concerns, banking fraud, and Speed Post services. General grievance categories encompass employee-related issues, government scheme-related issues, land disputes, environmental concerns, and police-related matters.
The volume of grievances received and redressed through CPGRAMS over the past three years is as follows:
* **2022:** Brought Forward: 887,971, Receipts: 1,918,238, Disposed: 2,143,468
* **2023:** Brought Forward: 662,741, Receipts: 1,953,057, Disposed: 2,307,674
* **2024:** Brought Forward: 308,124, Receipts: 2,615,321, Disposed: 2,645,869
* **2025 (till 31.07.2025):** Brought Forward: 277,576, Receipts: 1,257,942, Disposed: 1,281,998
Key Entities Referenced
Centralized Public Grievance Redress and Monitoring System CPGRAMS: A 24x7 online platform established by the Government of India for citizens to lodge grievances related to service delivery by public authorities.
Ministry of Personnel, Public Grievances and Pensions: The Indian government ministry responsible for administrative reforms and public grievances.
SHRI ASHISH DUBEY: Member of Parliament who asked a question regarding public grievance redressal.
SHRI ALOK SHARMA: Member of Parliament who asked a question regarding public grievance redressal.
DR. JITENDRA SINGH: Minister of State in the Ministry of Personnel, Public Grievances and Pensions and Minister of State in the Prime Minister's Office.
UMANG: A mobile application integrated with CPGRAMS to enhance accessibility.
Common Service Centres CSCs: 5.1 lakh Common Service Centres CSCs integrated with CPGRAMS to enhance accessibility in rural and remote areas.
EPFO: A category of public grievances related to Employees' Provident Fund Organisation.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)
LOK SABHA
UNSTARRED QUESTION NO. 4549
(ANSWERED ON 20.08.2025)
PUBLIC GRIEVANCE REDRESSAL FORUM
†4549. SHRI ASHISH DUBEY:
SHRI ALOK SHARMA:
Will the PRIME MINISTER be pleased to state:
(a) whether the Government has established any forum for receiving and redressing public
grievances;
(b) if so, the details thereof;
(c) the total number of public grievances received and redressed through the said forums during
the last three years, year-wise; and
(d) the manor categories or reasons for the said grievances submitted during the above
mentioned period?
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) to (d) Yes Sir, Government has established the Centralized Public Grievance Redress and
Monitoring System (CPGRAMS), a 24x7 online platform that enables citizens to lodge
grievances related to service delivery by public authorities. This single portal is connected to all
Ministries and Departments of the Government of India and States and is accessible via a
mobile application available on Google Play and integrated with UMANG. To enhance
accessibility in rural and remote areas, CPGRAMS has been integrated with 5.1 lakh Common
Service Centres (CSCs). In the period from 2020-2025 (till 31.07.2025), more than 1.20 crore
grievances have been received and 1.28 crore grievances have been redressed, on CPGRAMS
portal. In 2022, the CPGRAMS 7.0 have been operationalised in all Ministries/ Departments of
Government of India. Under the CPGRAMS version 7.0, Ministry specific grievance categories
have been introduced so that citizens can choose the category and sub category in which the
grievance is to be filed. Presently, 18398 categories and Sub-categories pertaining to 91
Ministries/ Departments/ Organisations of Central Government are available in CPGRAMS 7.0.
Some of the main categories where grievances are received include EPFO related, Refund
Matters in Income Tax, PM Kisan Related, Fraud in Banking, Speed Post letters etc. Apart from
this some of the general grievances categories are Employee related, Government Scheme
Related, land related, environment issues, police related etc.
Page 1 of 2The total number of public grievances received and redressed through CPGRAMS during the
last three years, year-wise is as under;-
Year Brought Forward Receipt During Period Total Disposed
2022 887971 1918238 2143468
2023 662741 1953057 2307674
2024 308124 2615321 2645869
2025 (Till
277576 1257942 1281998
31-07-2025)
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