**Policy Summary: Reforms in Centralized Public Grievance Redress and Monitoring System (CPGRAMS)**
In April 2022, the Government implemented 10-step reforms within the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) to enhance the timeliness, effectiveness, and accessibility of grievance redressal for citizens. From 2022 to 2025, these reforms facilitated the redressal of 80,36,042 grievances and mapped 1,05,681 Grievance Officers (GROs). The reforms also reduced the average grievance redressal timeline from 28 days in 2019 to 16 days by June 30, 2025.
Further improvements were implemented on August 23, 2024, with the issuance of Comprehensive Guidelines for Effective Redressal of Public Grievances. These guidelines further reduced the grievance redressal timelines from 30 to 21 days and mandated the integration of public grievance platforms, the establishment of dedicated grievance cells within Ministries and Departments, the appointment of experienced nodal and appellate officers, an emphasis on root cause analysis, action on citizen feedback, and the strengthening of grievance escalation mechanisms.
As of June 30, 2025, 62,620 public grievances remained pending within Central Ministries. The Feedback call center has completed 23 lakh surveys. An appeal mechanism is in place, featuring 90 Nodal Appellate Authorities and 1597 Sub Appellate Authorities, to address citizen dissatisfaction with initial resolutions. From 2022 to June 30, 2025, a total of 7,75,240 appeals have been resolved.
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 on July 24, 2025.
Key Entities Referenced
Centralized Public Grievance Redress and Monitoring System: A system for managing and resolving public grievances, abbreviated as CPGRAMS.
Central Ministries: Ministries of the Central Government.
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.
Rajya Sabha: The Upper House of the Parliament of India.
Delhi: The National Capital Territory of Delhi, where the information was posted by PIB.
Ministry of Personnel, Public Grievances Pensions: The Government Ministry responsible for personnel matters, public grievances, and pensions.
Comprehensive Guidelines for Effective Redressal of Public Grievances: Guidelines issued by the government to improve the handling of public grievances.
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: REFORMS IN
CPGRAMS
Posted On: 31 JUL 2025 7:51PM 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
period from 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 year 2022, 2023, 2024 and 2025 (Till 30th June) a total of 7,75,240
appeals have been resolved.
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
th
Atomic Energy and Department of Space, in a written reply in the Rajya Sabha on 24 July 2025.
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NKR/PSM
(Release ID: 2150995)