Lok Sabha Question No. 2451 (UNSTARRED), answered on 2022-03-16
Subject: Grievance Cell
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Mohanbhai Kalyanji Kundariya

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 2451

(TO BE ANSWERED ON 16.03.2022)

## GRIEVANCE CELL

## 2451. SHRI MOHANBHAI KALYANJI KUNDARIYA:

Will the PRIME MINISTER be pleased to state:

- (a) whether  a  grievance  cell  has  been  set  up  for  redressal  of  complaints  received  from various Ministries?
- (b) if  so,  the  details  of  the  complaints  received  and  that  are  pending  during  the  last  three years and the current year?
- (c) the details of the individuals and the departments against which the complaints have been received? and
- (d) the details of the efforts being made for quick redressal of complaints?

## 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): The Government has set up a grievance redressal   platform namely Centralised Public Grievances Redress and Monitoring System (CPGRAMS) through which a Citizen can register his/  her  grievances  pertaining  to  any   Central   Ministry/Department   or  Departments  in  States /UTs.  All Ministries/Departments / States /UTs have access to this system and grievances are resolved  by  them  directly.   Details  of Ministries/  Departments against  whom  grievances  have been received   is given at annexure I. The details of complaints received and pending in the last three years is attached at Annexure -1I.

- (d):      The  grievances  are  to  be  attended  promptly.  The  Government  has  recently  reduced  the time-frame  of  grievance  redressal  in  CPGRAMS  from  60  days  to  45  days.   Directions  were issued  to resolve  COVID  19  related  grievances  maximum  within  3  days.   CPGRAMS  version 7.0    which  was  rolled  out  in  2019  ensures  direct  transition  of  grievance  to  the  concerned grievance  redressal  officer  in  the  fields  by  skipping  intermediate  levels.   This  has     helped  in reduction  in  redressal  time  of  a  grievance.  Periodic  reviews  are  undertaken  to  ensure  that the    grievances are addressed in time.  However, certain grievances which cannot be disposed within the stipulated time frame due to policy issue or litigation etc are also monitored closely. A provision to reflect age wise pendency has been created in CPGRAMS to keep a tab on pending grievances.    The  Government  has  undertaken  special  campaign    for  reducing  pendency  from 2nd - 31st October 2021 when about 3 lakh public grievances were disposed of. The institutional mechanism  to  monitor  pendency  created  during  the  Special  Campaign  has  been  continued to review pendency  in  identified  categories  including  public  grievances  on  a  monthly  basis through a central monitoring dashboard.

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## Annexure I

## Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

(b) Details of complaints received during and pending in last three years (2019, 2020 & 2021):-

|   Year |   Brought Forward |   Received |   Total Received |   Disposed |   Pending |
|--------|-------------------|------------|------------------|------------|-----------|
|   2019 |            843697 |    1867758 |          2711455 |    1639852 |   1071603 |
|   2020 |           1071603 |    2271270 |          3342873 |    2319569 |   1023304 |
|   2021 |           1023304 |    2000590 |          3023894 |    2135923 |    887971 |

## Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

## (C) Ministry/Department wise grievances received and disposed Ministry/Department wise Report

## Period of Report - 01.01.2019 to 31.12.2021

|   Sl No. | Ministry/Department/Org                                                  |   Total Receipt |
|----------|--------------------------------------------------------------------------|-----------------|
|        1 | Central Board of Direct Taxes (Income Tax)                               |          131008 |
|        2 | Central Board of Indirect Taxes and Customs                              |           47614 |
|        3 | Department for Promotion of Industry and Internal Trade                  |            7200 |
|        4 | Department of Administrative Reforms and Public Grievances - PG Division |            1703 |
|        5 | Department of Agriculture and Farmers Welfare                            |          125213 |
|        6 | Department of Agriculture Research and Education                         |            6585 |
|        7 | Department of Animal Husbandry, Dairying                                 |            5802 |
|        8 | Department of Atomic Energy                                              |            5390 |
|        9 | Department of Bio Technology                                             |            1762 |
|       10 | Department of Chemicals and Petrochemicals                               |            2221 |
|       11 | Department of Commerce                                                   |           16823 |
|       12 | Department of Consumer Affairs                                           |           38619 |
|       13 | Department of Defence                                                    |           43095 |
|       14 | Department of Defence Finance                                            |           47594 |
|       15 | Department of Defence Production                                         |            8105 |
|       16 | Department of Defence Research and Development                           |            3889 |
|       17 | Department of Economic Affairs ACC Division                              |           13888 |
|       18 | Department of Empowerment of Persons with Disabilities                   |            8875 |
|       19 | Department of Ex Servicemen Welfare                                      |           24564 |
|       20 | Department of Expenditure                                                |           17118 |
|       21 | Department of Fertilizers                                                |            2780 |
|       22 | Department of Financial Services (Banking Division)                      |          458743 |
|       23 | Department of Financial Services (Insurance Division)                    |           66392 |
|       24 | Department of Financial Services (Pension Reforms)                       |            8503 |

| 25.     | Department of Fisheries                                                        | 859         |
|---------|--------------------------------------------------------------------------------|-------------|
| 26.     | Department of Food and Public Distribution                                     | 13935       |
| 27.     | Department of Health &Family Welfare                                           | 92496       |
| 28.     | Department of Health Research                                                  | 9240        |
| 29.     | Department of Heavy Industry                                                   | 4099        |
| 30.     | Department of Higher Education                                                 | 71450       |
| 31.     | Department of Investment &Public Asset Management                              | 2462        |
| 32.     | Department of Justice                                                          | 29472       |
| 33.     | Department of Land Resources                                                   | 2669        |
| 34.     | Department of Legal Affairs                                                    | 13719       |
| 35.     | Department of Military Affairs                                                 | 14535       |
| 36.     | Department of Official Language                                                | 1147        |
| 37.     | Department of Personnel and Training                                           | 80518       |
| 38.     | Department of Pharmaceutical                                                   | 6036        |
| 39.     | Department of Posts                                                            | 159814      |
| 40.     | Department of Public Enterprises                                               | 2185        |
| 41.     | Department of Revenue                                                          | 60234       |
| 42.     | Department of Rural Development                                                | 18367       |
| 43.     | Department of School Education and Literacy                                    | 72501       |
| 44.     | Department of Science and Technology                                           | 6057        |
| 45.     | Department of Scientific &Industrial Research                                  | 3789        |
| 46.     | Department of Social Justice and Empowerment                                   | 19898       |
| 47.     | Department of Space                                                            | 2213        |
| 48.     | Department of Sports                                                           | 3873        |
| 49.     | Department of Telecommunications                                               | 207992      |
| 50.     | Department of Youth Affairs                                                    | 3058        |
| 51.     | Legislative Department                                                         | 4699        |
| 52.     | Ministry of Coal                                                               | 13504       |
| 53.     | Ministry of Ayush                                                              | 13670       |
| 54.     | Ministry of Civil Aviation                                                     | 43389 2781  |
| 55. 56. | Ministry of Cooperation Ministry of Corporate Affairs                          | 51784       |
| 57.     | Ministry of Culture                                                            | 8613        |
| 58.     | Ministry of Development of North                                               | 1095        |
| 59.     | Eastern Region Ministry of Drinking Water and Sanitation                       | 7184        |
|         | Ministry of Earth Sciences                                                     | 1520        |
| 60. 61. | Ministry of Electronics &Information Technology                                | 30081       |
| 62.     | Ministry of Environment, Forest and Climate Change                             | 16010       |
| 63.     | Ministry of External Affairs                                                   | 56558       |
| 64. 65. | Ministry of Food Processing Industries                                         | 2161 116561 |
|         | Ministry of Home Affairs                                                       |             |
| 66. 67. | Ministry of Housing and Urban Affairs Ministry of Information and Broadcasting | 62585 26767 |

|   68. | Ministry of Labour and Employment                           |   203147 |
|-------|-------------------------------------------------------------|----------|
|    69 | Ministry of Micro Small and Medium Enterprises              |    10518 |
|    70 | Ministry of Mines                                           |     5234 |
|    71 | Ministry of Minority Affairs                                |     6130 |
|    72 | Ministry of New and Renewable Energy                        |     2583 |
|    73 | Ministry of Panchayati Raj                                  |     8159 |
|    74 | Ministry of Parliamentary Affairs                           |     6689 |
|    75 | Ministry of Petroleum and Natural Gas                       |    58561 |
|    76 | Ministry of Power                                           |    12192 |
|    77 | Ministry of Railways ( Railway Board)                       |   151797 |
|    78 | Ministry of Road Transport and Highways                     |    52610 |
|    79 | Ministry of Shipping                                        |     6261 |
|    80 | Ministry of Skill Development and Entrepreneurship          |     6900 |
|    81 | Ministry of Statistics and Programme Implementation         |     1904 |
|    82 | Ministry of Steel                                           |     4854 |
|    83 | Ministry of Textiles                                        |     4373 |
|    84 | Ministry of Tourism                                         |     6216 |
|    85 | Ministry of Tribal Affairs                                  |     4080 |
|    86 | Ministry of Water Resources, River Development &Ganga Rejuv |     8704 |
|    87 | Ministry of Women and Child Development                     |    22970 |
|    88 | NITI Aayog                                                  |     7693 |
|    89 | O/o the Comptroller &Auditor General of India               |    30809 |
|    90 | Unique Identification Authority of India                    |    27714 |

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