**Summary:**
In response to Lok Sabha Unstarred Question No. 677, answered on July 23, 2025, the Ministry of Personnel, Public Grievances and Pensions addressed the timeline for redressal of public complaints. The government, under the guidance of the Department of Administrative Reforms and Public Grievances, issued Comprehensive Guidelines for Effective Redressal of Public Grievances on August 23, 2024. A key aspect of these guidelines is the reduction of the upper limit for grievance resolution from 30 days to 21 days. Since 2020, over 12.5 million grievances have been redressed through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal. The number of grievances redressed year-wise is as follows: 2,319,569 in 2020; 2,135,923 in 2021; 2,143,468 in 2022; 2,307,674 in 2023; 2,645,869 in 2024; and 1,032,509 up to June 30, 2025.
Key Entities Referenced
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS: A ministry within the Government of India, responsible for personnel matters, public grievances, and pensions.
DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES: A department under the MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS, focusing on administrative reforms and public grievances.
LOK SABHA: The lower house of the Parliament of India.
DR. THIRUMAAVALAVAN THOLKAPPIYAN: A member of parliament who raised a question in the Lok Sabha.
PRIME MINISTER: The head of the Government of India.
DR. JITENDRA SINGH: MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTERS OFFICE
Comprehensive Guidelines for Effective Redressal of Public Grievances: Guidelines issued by the Government to improve the process of addressing public grievances.
CPGRAMS: Centralized Public Grievance Redress and Monitoring System portal used for redressing grievances.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)
LOK SABHA
UNSTARRED QUESTION NO. 677
(ANSWERED ON 23.07.2025)
TIMELINE FOR REDRESSAL OF COMPLAINTS
677. DR. THIRUMAAVALAVAN THOLKAPPIYAN:
Will the PRIME MINISTER be pleased to state:
(a) whether the Government has reduced the timeline for redressing the complaints received
from the public, if so, the details thereof;
(b) whether the Government has the data about the number of complaints accepted and
redressed and the number of complaints that were rejected as unacceptable; and
(c) if so, the details thereof?
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 (c): Government issued Comprehensive Guidelines for Effective Redressal of Public
Grievances on 23rd August 2024. These guidelines envisage reduction in upper limit of
resolution time from 30 days to 21 days. Since 2020 more than 1.25 crore grievances have been
redressed on the CPGRAMS portal. The year wise details are as follows:
S.No Year Number of Grievances
Redressed
1. 2020 2319569
2. 2021 2135923
3. 2022 2143468
4. 2023 2307674
5. 2024 2645869
6. 2025 (till 30th June) 1032509
Total 1,25,85,012
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