Lok Sabha Question No. 2791 (UNSTARRED), answered on 2021-12-15
Subject: Public Grievances Platform
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Hasmukhbhai Somabhai Patel

## GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 2791

(TO BE ANSWERED ON 15.12.2021)

## PUBLIC GRIEVANCES PLATFORM

## 2791. SHRI PATEL HASMUKHBHAI SOMABHAI:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government has created any platform to hear public complaints;
- (b) if so, the details thereof;
- (c) whether the Government has proposed any plan to make the mechanism more pliable and easy and if so, the details thereof; and
- (d) the  details  of  complaints  received  and  their  solution  during  the  last  three years, State-wise?

## 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) & (b):    Yes Sir, the Government has created a countrywide grievance redressal platform namely  Centralised  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS) accessible at https://pgportal.gov.in. Any citizen can lodge his/her grievances pertaining to the Central Ministries/Departments/State Governments/Union Territories (UTs) from anywhere. Every Ministry/Department in Government of India and State Government/UT have access to this system and grievances are resolved by the concerned Ministries/Departments/States/UTs. CPGRAMS is also accessible to the citizens through a Mobile App which is also integrated with UMANG platform.
- (c):    The  Government  of  India  has  undertaken  several  measures  to  make  CPGRAMS platform  more  pliable  and  user-friendly  such  as  (i)  CPGRAMS  reforms  7.0  for  guided registration  through  drop-down  menu  and  direct  transition  of  grievance  to  the  concerned officers  thereby  reducing  disposal  time  (ii)  integration  of  State  Grievance  Portals  with CPGRAMS (iii) Revision of time lines for disposal of grievances from 60 days to 45 days (iv)  Introduction  of  appeal  mechanism  in  CPGRAMS.  Further,  to  ease  the  submission  of Public  grievances  by  the  citizens  Government  has  signed  MoU  with  Common  Service Centres (CSC) of Ministry of Electronics and Information Technology (Meity) to facilitate citizens to lodge the grievances.
- (d):   The details of State wise complaints received on CPGRAMS during the last three years from (2018-2020) and their disposal is given in Annexure.

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## State wise grievances received and disposed of during the last three years (01/01/2018 to 31/12/2020)

| State                                                |   Total Receipt |   Disposed of |
|------------------------------------------------------|-----------------|---------------|
| Government of Andaman &Nicobar                       |            1858 |          1806 |
| Government of Andhra Pradesh                         |           49049 |         13687 |
| Government of Arunachal Pradesh                      |            2043 |          1213 |
| Government of Assam                                  |           38725 |          4268 |
| Government of Bihar                                  |          127556 |         47374 |
| Government of Chhattisgarh                           |           33830 |         30867 |
| Government of Goa                                    |            5049 |          3118 |
| Government of Gujarat                                |          128025 |        117054 |
| Government of Haryana                                |          154342 |        129523 |
| Government of Himachal Pradesh                       |           26026 |          2568 |
| Government of Jammu and Kashmir                      |           22243 |          8903 |
| Government of Jharkhand                              |           52268 |         33958 |
| Government of Karnataka                              |           90427 |         59333 |
| Government of Kerala                                 |           46456 |         39263 |
| Government of Madhya Pradesh                         |          153993 |         30681 |
| Government of Maharashtra                            |          217509 |         78378 |
| Government of Manipur                                |            2186 |           282 |
| Government of Meghalaya                              |            2178 |           356 |
| Government of Mizoram                                |             752 |           123 |
| Government of Nagaland                               |             720 |           367 |
| Government of NCT of Delhi                           |          117038 |        101823 |
| Government of Odisha                                 |           42434 |          6104 |
| Government of Puducherry                             |            3005 |          2458 |
| Government of Punjab                                 |           46307 |         19215 |
| Government of Rajasthan                              |          175685 |        160567 |
| Government of Sikkim                                 |            1048 |           312 |
| Government of Tamil Nadu                             |           70421 |         38346 |
| Government of Telangana                              |           36349 |         36200 |
| Government of Tripura                                |            4120 |          4015 |
| Government of Union Territory of Chandigarh          |           11099 |         10776 |
| Government of Union Territory of Dadra &Nagar Haveli |            1022 |           971 |
| Government of Union Territory of Daman &Diu          |             863 |           842 |
| Government of Union Territory of Ladakh              |              73 |            57 |
| Government of Union Territory of Lakshadweep         |             237 |           229 |
| Government of Uttar Pradesh                          |          619358 |        535153 |
| Government of Uttarakhand                            |           57921 |         20726 |
| Government of West Bengal                            |           73035 |          9806 |