Parliament Question: Public grievance redressal

GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES) RAJYA SABHA UNSTARRED QUESTION NO. 766 (ANSWERED ON 05.02.2026) PUBLIC GRIEVANCE REDRESSAL 766. SMT. JEBI MATHER HISHAM: Will the PRIME MINISTER be pleased to state: (a) the details of public grievances received and redressed through CPGRAMS, including details of reminders and appeals filed due to inaction during the last five years, State-wise; (b) the specific actions and disciplinary measures taken against officials who failed to resolve grievances or provided misleading responses; (c) the concrete steps implemented to ensure CPGRAMS redressals result in actual action, rather than merely uploading responses or counterclaims by officials; and (d) whether effective interventions have been undertaken to clear long-pending CPGRAMS appeals and reminders to ensure accountability and timely resolution? 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 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. (b): 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. (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 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 Page 1 of 4redressal 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. ******* Page 2 of 4Annexure-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 1002 Assam 131070 163097 9223 Bihar 163782 232073 44080 Chandigarh 20442 20568 3787 Chattisgarh 47909 45327 7051 Dadra & Nagar Haveli 3422 3094 1129 and 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 Page 3 of 4Manipur 7676 8283 804 Meghalaya 2632 4191 507 Mizoram 1781 2317 1512 Nagaland 1982 1014 861 NCT of Delhi 150563 160373 46780 Odisha 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 Page 4 of 4