**Summary:**
In April 2022, the government introduced 10-step reforms for the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) to improve the timeliness, effectiveness, and accessibility of grievance redressal for citizens. From 2022 to 2025, these reforms enabled the redressal of 80,36,042 grievances and mapped 1,05,681 Grievance Officers (GROs). The reforms also reduced grievance redressal timelines from 28 days in 2019 to 16 days by June 30, 2025, with pendency reduced to 62,620 public grievances for Central Ministries as of that date.
Comprehensive Guidelines for Effective Redressal of Public Grievances were issued on August 23, 2024, further reducing grievance redressal timelines from 30 to 21 days. These guidelines mandate integrating public grievance platforms, establishing dedicated grievance cells within Ministries and Departments, appointing experienced nodal and appellate officers, emphasizing root cause analysis and citizen feedback, and strengthening grievance escalation mechanisms.
As of June 30, 2025, the Feedback call center had completed 23 lakh surveys. An appeal mechanism is in place, featuring 90 Nodal Appellate Authorities and 1597 Sub Appellate Authorities, for citizens dissatisfied with the initial resolution. From 2022 to June 30, 2025, a total of 7,75,240 appeals were resolved.
The National eGovernance Service Delivery Assessment (NeSDA) was constituted to boost e-government endeavors and drive digital government excellence. NeSDA assesses States, Union Territories (UTs), and focus Central Ministries on the effectiveness of eGovernance service delivery, helping them improve citizen-centric services and sharing best practices.
The government advances eGovernance through initiatives like the National Awards for eGovernance (NAeG), National eGovernance Webinars (NeGW), and NeSDA Way Forward.
For civil servant capacity building, the Rashtriya Karmayogi Large Scale Jan Seva Programme was launched by the Capacity Building Commission (CBC). Phase I has trained 15,690 officials from 81 Ministries/Departments. Phase II will cover attached/subordinate/field offices through a three-tiered approach. 604 Lead Trainers have been trained, who have trained 3,161 Master Trainers, who in turn have trained 17,177 employees. Various courses regarding grievance redressal mechanisms and CPGRAMS are also available on the iGOT Karmayogi platform for government employees.
This information was provided by Dr. Jitendra Singh, Union Minister of State (Independent Charge) for Science and Technology, Earth Sciences, MoS PMO, MoS Personnel, Public Grievances Pensions, Department of Atomic Energy and Department of Space, in a written reply in the Rajya Sabha.
Key Entities Referenced
Centralized Public Grievance Redress and Monitoring System CPGRAMS: A system introduced by the Government to make grievance redressal timely, effective, and accessible to citizens.
Comprehensive Guidelines for Effective Redressal of Public Grievances: Guidelines issued by the Government to reduce grievance redressal timelines and improve the effectiveness of the process.
National eGovernance Service Delivery Assessment NeSDA: An assessment conducted to evaluate the effectiveness of eGovernance service delivery across States, Union Territories, and Central Ministries.
National Awards for eGovernance NAeG: Awards recognizing excellence in eGovernance.
Rashtriya Karmayogi Large Scale Jan Seva Programme: A capacity building program launched by the Capacity Building Commission CBC for civil servants.
Capacity Building Commission CBC: Commission responsible for the Rashtriya Karmayogi Large Scale Jan Seva Programme.
iGOT Karmayogi: Platform providing various courses regarding Grievance redressal mechanism, CPGRAMS for consumption by Govt. employees.
Dr. Jitendra Singh: Union Minister of State Independent Charge for Science and Technology, Earth Sciences, MoS PMO, MoS Personnel, Public Grievances Pensions, Department of Atomic Energy and Department of Space.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: REDRESSAL OF
PUBLIC GRIEVANCES
Posted On: 07 AUG 2025 3:26PM by PIB Delhi
Government introduced the 10-step reforms for Centralized Public Grievance Redress and Monitoring
System (CPGRAMS) in April 2022 to make grievance redressal timely, effective and accessible to the
Citizens. In the years 2022, 2023, 2024 and 2025 the CPGRAMS 10 step reforms enabled redressal of
80,36,042 grievances, mapped 1,05,681 Grievance Officers (GROs), reduced timelines of grievance redressal
from 28 days in 2019 to 16 days in 2025 and reduced pendency to 62,620 Public Grievances as on 30th June,
2025 for Central Ministries. Government issued the Comprehensive Guidelines for Effective Redressal of
Public Grievances on 23rd August 2024 reducing the grievance redressal timelines from 30 days to 21 days.
These guidelines mandate the integration of public grievance platforms, establishment of dedicated grievance
cells within Ministries and Departments, appointment of experienced and competent nodal and appellate
officers, emphasis on root cause analysis and action on citizen feedback, and the strengthening of grievance
escalation mechanisms. As on 30.06.2025, the Feedback call centre has completed 23 lakhs surveys. An
appeal mechanism, with 90 Nodal Appellate Authorities and 1597 Sub Appellate Authorities, is available to
the citizen in case the citizen is not satisfied with the resolution. In the years 2022, 2023, 2024 and 2025 (Till
30th June) a total of 7,75,240 appeals have been resolved.
The Government had constituted the National e-Governance Service Delivery Assessment (NeSDA) to
boost the e-government endeavors and drive digital government excellence. The study assesses States, Union
Territories (UTs), and focus Central Ministries on the effectiveness of e-Governance service delivery.
NeSDA helps the respective governments to improve their delivery of citizen centric services and shares best
practices across the country for all States, UTs and Central Ministries to emulate. Besides, Government
plays a key role in advancing e-Governance across India through various initiatives: viz National Awards for
e-Governance (NAeG) to recognizing excellence in e-Governance since 2003, National e-Governance
Webinars (NeGW) to decipher the best from NAeG-winning projects, NeSDA Way Forward to review the
progress with stakeholders, covering mandatory e-services, best practices, and advancements under the Right
to Service Commission and strengthening of e-Governance by convergence of NeSDA and Right to Service
Commission.
Further, for capacity building of the Civil Servants, the Rashtriya Karmayogi Large Scale Jan Seva
Programme has been launched by the Capacity Building Commission (CBC). The program uses an
innovative, interactive digital pedagogy that encourages reflective discussions and teamwork. So far 15,690
officials from 81 Ministries/Departments have been trained under the Phase-I of Rashtriya Karmayogi Large
Scale Jan Seva Programme. This initiative is a significant stride toward creating a skilled, agile, and citizen-
centric public service workforce. Phase II of the programme intends to cover the attached/subordinate/field
offices through a three-tiered approach. 604 Lead Trainers have been trained, who have trained 3,161 Master
Trainers, who in turn have trained 17,177 employees till now. In addition to the above, various courses are
available on iGOT Karmayogi platform regarding Grievance redressal mechanism, CPGRAMS for
consumption by Govt. employees.
This information was given by Dr. Jitendra Singh, Union Minister of State (Independent Charge) for Science
and Technology, Earth Sciences, MoS PMO, MoS Personnel, Public Grievances & Pensions, Department of
Atomic Energy and Department of Space, in a written reply in the Rajya Sabha today.
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NKR/PSM(Release ID: 2153543)