Lok Sabha Question No. 102 (STARRED), answered on 2020-02-10
Subject: Portal to Resolve Complaints
Ministry: LABOUR AND EMPLOYMENT
Asked by: (Dr.) Ram Shankar Katheria

## GOVERNMENT OF INDIA

## MINISTRY OF LABOUR AND EMPLOYMENT

## LOK SABHA

STARRED QUESTION NO. *102 TO BE ANSWERED ON 10.02.2020

## PORTAL TO RESOLVE COMPLAINTS

†*102. DR. RAM SHANKAR KATHERIA:

Will  the  Minister  of  LABOUR  AND  EMPLOYMENT  be  pleased  to state:

- (a)the number of complaints, State/UT-wise, registered with the Government by the workers during 2016-2019;
- (b)the number of complaints, out of the above, resolved by the Government;
- (c)the  steps  being  taken  by  the  Government  to  resolve  rest  of  the complaints;
- (d)whether the Government proposes to launch any portal to resolve these
- complaints; and
- (e)if so, the time by which the said portal is likely to be functional?

## ANSWER

MINISTER OF STATE (IC) FOR LABOUR AND EMPLOYMENT (SHRI SANTOSH KUMAR GANGWAR)

(a) to (e): A statement is laid on the Table of the House.

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## STATEMENT REFERRED TO IN REPLY TO PART (a) TO (e) OF STARRED QUESTION NO. 102 FOR ANSWER ON 10.02.2020 REGARDING 'PORTAL TO RESOLVE COMPLAINTS' ASKED BY DR. RAM SHAKAR KATHERIA.

(a) &  (b): The  number  of  complaints/grievances  pertaining  to  the  Ministry  of  Labour  &  Employment which  are    registered  on  an  online  Portal,  namely,  Centralized  Public  Grievance  Redress  And  Monitoring System (CPGRAMS) and disposal thereof during 2016-2019 is as follows:

| Year   |   Brought Forward | Receipt   |   Total Receipt | Disposals   | %of Disposal   | Closing balance   |
|--------|-------------------|-----------|-----------------|-------------|----------------|-------------------|
| 1002   |             24506 | 25508     |           24436 | 95.79%      | 1072           | 2016              |
| 1072   |             32808 | 33880     |           32455 | 95.79%      | 1425           | 2017              |
| 1425   |             34926 | 36351     |           35176 | 96.76%      | 1175           | 2018              |
| 1175   |             46392 | 47567     |           46283 | 97.30%      | 1284           | 2019              |
| Total  |            138632 |           |          143306 | 138350      |                | 96.54%            |

The details of the same, State/UT-wise, is at Annexure-I .

In  addition  to  the  above,  EPF i Grievance Management System  (EPFiGMS)  is  Employees' Provident Fund Organization's (EPFO) in-house portal. The portal is integrated with master database of the EPFO and is a responsive interface and can be accessed on mobile also. The grievance lands directly to the office to which it pertains and grievance is escalated to three levels so that the grievance is closed after the satisfaction  of  complainant  and  emphasis  is  given  on  quicker  and  quality  disposal.  It  is  also  bilingual, interactive and user friendly. The number of complaints registered during 2016-19 and disposal thereof is as follows:

| Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   | Number of complaints registered during 2016-2019 in respect of EPFiGMS   |
|--------------------------------------------------------------------------|--------------------------------------------------------------------------|--------------------------------------------------------------------------|--------------------------------------------------------------------------|--------------------------------------------------------------------------|--------------------------------------------------------------------------|--------------------------------------------------------------------------|
| Year                                                                     | Brought Forward                                                          | Receipts                                                                 | Total Receipt                                                            | Disposals                                                                | %of Disposal                                                             | Closing Balance                                                          |
| 2016                                                                     | 2602                                                                     | 233403                                                                   | 236005                                                                   | 233678                                                                   | 99.01                                                                    | 2327                                                                     |
| 2017                                                                     | 2327                                                                     | 355290                                                                   | 357617                                                                   | 346649                                                                   | 96.93                                                                    | 10968                                                                    |
| 2018                                                                     | 10968                                                                    | 578774                                                                   | 589742                                                                   | 580930                                                                   | 98.51                                                                    | 8812                                                                     |
| 2019                                                                     | 8812                                                                     | 893391                                                                   | 902203                                                                   | 838579                                                                   | 92.95                                                                    | 63624                                                                    |
| Total                                                                    |                                                                          | 2060858                                                                  | 2085567                                                                  | 1999836                                                                  | 95.89                                                                    |                                                                          |

- (c) : The Ministry is progressively reviewing and streamlining the policies and procedures in relation to disposal of public grievances, including Employees' Provident Fund Organization (EPFO), Employee  State  Insurance  Corporation  (ESIC),  Chief  Labour  Commissioner  (Central)  (CLC)  etc. Besides, various systemic  reforms  and Information Technology (IT)  initiatives  with  an  objective to achieve speedy redressal of  the grievances, have  been  taken  up.

(d)  &  (e):  'Santusht'-Implementation  Monitoring  Cell  (IMC) has  been  constituted in  the Office  of Minister of State (Independent Charge) for Labour & Employment in January, 2020. The objective of 'Santusht'  is  to  promote  transparency,  accountability,  effective  delivery  of  public  service  and implementation  of  policies,  schemes  of  Ministry  of  Labour  and  Employment  at  grassroot  level through  constant  monitoring.  The  personal  grievances  received  through  email  are  being  dealt  by Santusht. Subsequently, the grievances would be received through a separate online Portal.

Annexure referred to in reply to parts (a) & (b) of the statement of Starred Question No. 102 for answer on 10.02.2020 regarding 'Portal to Resolve Complaints' asked by Dr. Ram Shakar Katheria.

## Complaints/grievances  registered on CPGRAMS and disposal thereof during 2016-2019

|                             | 2016            | 2016    | 2016      | 2016            |
|-----------------------------|-----------------|---------|-----------|-----------------|
| State/UT                    | Brought Forward | Receipt | Disposals | Closing balance |
| Andaman And Nicobar Islands | 1               | 14      | 15        | 0               |
| Andhra Pradesh              | 30              | 359     | 379       | 10              |
| Arunachal Pradesh           | 0               | 3       | 3         | 0               |
| Assam                       | 12              | 326     | 318       | 20              |
| Bihar                       | 25              | 604     | 599       | 30              |
| Chandigarh                  | 6               | 125     | 123       | 8               |
| Chhattisgarh                | 17              | 296     | 296       | 17              |
| Dadra and Nagar Haveli      | 2               | 13      | 15        | 0               |
| Daman and Diu               | 0               | 13      | 12        | 1               |
| Delhi                       | 87              | 2414    | 2388      | 113             |
| Goa                         | 1               | 33      | 31        | 3               |
| Gujarat                     | 39              | 917     | 903       | 53              |
| Haryana                     | 31              | 1040    | 1018      | 53              |
| Himachal Pradesh            | 8               | 184     | 179       | 13              |
| Jammu And Kashmir           | 5               | 97      | 96        | 6               |
| Jharkhand                   | 38              | 490     | 501       | 27              |
| Karnataka                   | 61              | 2069    | 2049      | 81              |
| Kerala                      | 23              | 472     | 474       | 21              |
| Ladakh                      | 0               | 0       | 0         | 0               |
| Lakshadweep                 | 0               | 0       | 0         | 0               |
| Madhya Pradesh              | 40              | 817     | 819       | 38              |
| Maharashtra                 | 211             | 5418    | 5482      | 147             |
| Manipur                     | 0               | 20      | 20        | 0               |
| Meghalaya                   | 0               | 12      | 12        | 0               |
| Mizoram                     | 0               | 1       | 1         | 0               |
| Nagaland                    | 0               | 5       | 5         | 0               |
| Odisha                      | 30              | 687     | 672       | 45              |
| Puducherry                  | 1               | 56      | 55        | 2               |
| Punjab                      | 23              | 496     | 494       | 25              |
| Rajasthan                   | 26              | 840     | 827       | 39              |
| Sikkim                      | 0               | 6       | 6         | 0               |
| Tamil nadu                  | 53              | 1081    | 1080      | 54              |
| Telangana                   | 19              | 556     | 547       | 28              |
| Tripura                     | 1               | 32      | 31        | 2               |
| Uttar Pradesh               | 127             | 3055    | 3046      | 136             |
| Uttarakhand                 | 31              | 302     | 320       | 13              |
| West Bengal                 | 54              | 1653    | 1620      | 87              |
| Total                       | 1002            | 24506   | 24436     | 1072            |

| State/UT                    |   Brought Forward |   Receipt |   Disposals |   Closing balance |
|-----------------------------|-------------------|-----------|-------------|-------------------|
| Andaman And Nicobar Islands |                 0 |        10 |          10 |                 0 |
| Andhra Pradesh              |                10 |       569 |         554 |                25 |
| Arunachal Pradesh           |                 0 |         3 |           3 |                 0 |
| Assam                       |                20 |       363 |         372 |                11 |
| Bihar                       |                30 |      1084 |        1050 |                64 |
| Chandigarh                  |                 8 |       237 |         237 |                 8 |
| Chhattisgarh                |                17 |       380 |         370 |                27 |
| Dadra and Nagar Haveli      |                 0 |        21 |          20 |                 1 |
| Daman and Diu               |                 1 |        19 |          18 |                 2 |
| Delhi                       |               113 |      3491 |        3440 |               164 |
| Goa                         |                 3 |        60 |          62 |                 1 |
| Gujarat                     |                53 |      1590 |        1571 |                72 |
| Haryana                     |                53 |      1466 |        1449 |                70 |
| Himachal Pradesh            |                13 |       299 |         298 |                14 |
| Jammu And Kashmir           |                 6 |       148 |         146 |                 8 |
| Jharkhand                   |                27 |       716 |         698 |                45 |
| Karnataka                   |                81 |      2620 |        2641 |                60 |
| Kerala                      |                21 |       774 |         762 |                33 |
| Ladakh                      |                 0 |         0 |           0 |                 0 |
| Lakshadweep                 |                 0 |         0 |           0 |                 0 |
| Madhya Pradesh              |                38 |      1666 |        1625 |                79 |
| Maharashtra                 |               147 |      4303 |        4282 |               168 |
| Manipur                     |                 0 |        12 |           9 |                 3 |
| Meghalaya                   |                 0 |        10 |           9 |                 1 |
| Mizoram                     |                 0 |         5 |           5 |                 0 |
| Nagaland                    |                 0 |         6 |           6 |                 0 |
| Odisha                      |                45 |       915 |         929 |                31 |
| Puducherry                  |                 2 |        39 |          39 |                 2 |
| Punjab                      |                25 |       889 |         880 |                34 |
| Rajasthan                   |                39 |      1342 |        1305 |                76 |
| Sikkim                      |                 0 |         3 |           2 |                 1 |
| Tamilnadu                   |                54 |      1389 |        1390 |                53 |
| Telangana                   |                28 |       852 |         850 |                30 |
| Tripura                     |                 2 |        36 |          37 |                 1 |
| Uttar Pradesh               |               136 |      4211 |        4132 |               215 |
| Uttarakhand                 |                13 |       477 |         471 |                19 |
| West Bengal                 |                87 |      2803 |        2783 |               107 |
| Total                       |              1072 |     32808 |       32455 |              1425 |

| State/UT                    |   2018 Brought Forward |   Receipt |   Disposals |   Closing balance |
|-----------------------------|------------------------|-----------|-------------|-------------------|
| Andaman And Nicobar Islands |                      0 |         9 |           9 |                 0 |
| Andhra Pradesh              |                     25 |       599 |         605 |                19 |
| Arunachal Pradesh           |                      0 |         4 |           4 |                 0 |
| Assam                       |                     11 |       319 |         320 |                10 |
| Bihar                       |                     64 |      1449 |        1452 |                61 |
| Chandigarh                  |                      8 |       360 |         363 |                 5 |
| Chhattisgarh                |                     27 |       488 |         492 |                23 |
| Dadra and Nagar Haveli      |                      1 |        17 |          18 |                 0 |
| Daman and Diu               |                      2 |         8 |          10 |                 0 |
| Delhi                       |                    164 |      3604 |        3636 |               132 |
| Goa                         |                      1 |        74 |          70 |                 5 |
| Gujarat                     |                     72 |      1604 |        1636 |                40 |
| Haryana                     |                     70 |      1716 |        1727 |                59 |
| Himachal Pradesh            |                     14 |       234 |         243 |                 5 |
| Jammu And Kashmir           |                      8 |       114 |         117 |                 5 |
| Jharkhand                   |                     45 |       752 |         771 |                26 |
| Karnataka                   |                     60 |      2376 |        2372 |                64 |
| Kerala                      |                     33 |       535 |         539 |                29 |
| Ladakh                      |                      0 |         0 |           0 |                 0 |
| Lakshadweep                 |                      0 |         0 |           0 |                 0 |
| Madhya Pradesh              |                     79 |      2205 |        2207 |                77 |
| Maharashtra                 |                    168 |      4608 |        4619 |               157 |
| Manipur                     |                      3 |        14 |          17 |                 0 |
| Meghalaya                   |                      1 |        20 |          21 |                 0 |
| Mizoram                     |                      0 |         4 |           4 |                 0 |
| Nagaland                    |                      0 |         3 |           2 |                 1 |
| Odisha                      |                     31 |       711 |         717 |                25 |
| Puducherry                  |                      2 |        48 |          46 |                 4 |
| Punjab                      |                     34 |       986 |         988 |                32 |
| Rajasthan                   |                     76 |      1380 |        1420 |                36 |
| Sikkim                      |                      1 |        15 |          16 |                 0 |
| Tamilnadu                   |                     53 |      1645 |        1629 |                69 |
| Telangana                   |                     30 |       782 |         786 |                26 |
| Tripura                     |                      1 |        38 |          37 |                 2 |
| Uttar Pradesh               |                    215 |      4851 |        4911 |               155 |
| Uttarakhand                 |                     19 |       607 |         611 |                15 |
| West Bengal                 |                    107 |      2747 |        2761 |                93 |
| Total                       |                   1425 |     34926 |       35176 |              1175 |

|                             | 2019   | 2019    | 2019      | 2019            |
|-----------------------------|--------|---------|-----------|-----------------|
| State/UT                    | BF     | Receipt | Disposals | Closing balance |
| Andaman And Nicobar Islands | 0      | 10      | 9         | 1               |
| Andhra Pradesh              | 19     | 856     | 841       | 34              |
| Arunachal Pradesh           | 0      | 7       | 7         | 0               |
| Assam                       | 10     | 399     | 404       | 5               |
| Bihar                       | 61     | 1789    | 1799      | 51              |
| Chandigarh                  | 5      | 688     | 691       | 2               |
| Chhattisgarh                | 23     | 665     | 665       | 23              |
| Dadra and Nagar Haveli      | 0      | 25      | 25        | 0               |
| Daman and Diu               | 0      | 16      | 16        | 0               |
| Delhi                       | 132    | 4358    | 4368      | 122             |
| Goa                         | 5      | 88      | 88        | 5               |
| Gujarat                     | 40     | 2468    | 2443      | 65              |
| Haryana                     | 59     | 2383    | 2385      | 57              |
| Himachal Pradesh            | 5      | 349     | 343       | 11              |
| Jammu And Kashmir           | 5      | 176     | 172       | 9               |
| Jharkhand                   | 26     | 865     | 873       | 18              |
| Karnataka                   | 64     | 3080    | 3043      | 101             |
| Kerala                      | 29     | 747     | 752       | 24              |
| Ladakh                      | 0      | 0       | 0         | 0               |
| Lakshadweep                 | 0      | 0       | 0         | 0               |
| Madhya Pradesh              | 77     | 2394    | 2399      | 72              |
| Maharashtra                 | 157    | 6327    | 6291      | 193             |
| Manipur                     | 0      | 60      | 59        | 1               |
| Meghalaya                   | 0      | 25      | 25        | 0               |
| Mizoram                     | 0      | 7       | 7         | 0               |
| Nagaland                    | 1      | 5       | 6         | 0               |
| Odisha                      | 25     | 1265    | 1271      | 19              |
| Puducherry                  | 4      | 53      | 57        | 0               |
| Punjab                      | 32     | 1130    | 1133      | 29              |
| Rajasthan                   | 36     | 1406    | 1402      | 40              |
| Sikkim                      | 0      | 14      | 14        | 0               |
| Tamilnadu                   | 69     | 2616    | 2593      | 92              |
| Telangana                   | 26     | 982     | 978       | 30              |
| Tripura                     | 2      | 37      | 39        | 0               |
| Uttar Pradesh               | 155    | 6371    | 6389      | 137             |
| Uttarakhand                 | 15     | 755     | 744       | 26              |
| West Bengal                 | 93     | 3976    | 3952      | 117             |
| Total                       | 1175   | 46392   | 46283     | 1284            |

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