Lok Sabha Question No. 4752 (UNSTARRED), answered on 2023-03-29
Subject: Complaints against Departments
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Abdul Khaleque

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS PUBLIC GRIEVANCES)

LOK SABHA UNSTARRED QUESTION NO. 4752 (TO BE ANSWERED ON 29.03.2023)

## COMPLAINTS AGAINST DEPARTMENTS

## 4752. SHRI ABDUL KHALEQUE:

Will the PRIME MINISTER be pleased to state:

- the details of the number of complaints received against various Central Government Departments since Ist January 2016 till date, department-wise;
- the number of pending grievances and the reasons   for  delay in  responding to  such grievances on time?
- the details of   standard turnaround time for   grievances   along with the   number of grievances which have been cleared so far; and

## 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): As per  the Centralised Public Grievances Redressal and  Monitoring   System (CPGRAMS) data; the details of number of complaints received, disposed and pending against various Central Government Departments since Ist January 2016 till 28.02.2023 is placed at Annex I.

As per the DARPG guidelines, the grievances received on CPGRAMS shall be resolved promptly as soon as are received but within a maximum period of 30 Government has reduced the standard redressal period of CPGRAMS from 60 days in 2020 to 45 days in 2021 and to 30 days in 2022. days. they

As on 28.02.2023, total of 66,619 grievances are pending on CPGRAMS against Central Government Ministries/Departments. The average disposal time for Ministries/Departments for the month of February, 2023 stands at 18 the prescribed standard redressal time of 30 days against days:

*****

## Details of Grievances of Central Ministries/Departments Received, Disposed, pending on CPGRAMS during the period 01.01.2016 to 28.02.2023 In descending order of number of Receipts)

|   Sno | Gol Ministry/Department                               |   Receipt |   Disposal |   Pending |
|-------|-------------------------------------------------------|-----------|------------|-----------|
|     1 | Department of Financial Services (Banking Division)   |    985363 |     976920 |      8443 |
|     2 | Department of Telecommunications                      |    479636 |     478938 |       698 |
|     3 | Ministry of Labour and Employment                     |    463214 |     459442 |      3772 |
|     4 | Ministry of Railways Railway Board)                   |    390659 |     387948 |      2711 |
|     5 | Department of Posts                                   |    342130 |     339919 |      2211 |
|     6 | Central Board of Direct Taxes (Income Tax)            |    318658 |     305295 |     13363 |
|     7 | Ministry of Home Affairs                              |    246446 |     245160 |      1286 |
|     8 | Department of Personnel and Training                  |    203232 |     199569 |      3663 |
|     9 | Department of Agriculture and Farmers Welfare         |    197660 |     196242 |      1418 |
|    10 | Department of Health & Family Welfare                 |    194772 |     192581 |      2191 |
|    11 | Department of Higher Education                        |    172811 |     171737 |      1074 |
|    12 | Department of Revenue                                 |    155607 |     153325 |      2282 |
|    13 | Department of School Education and Literacy           |    148328 |     146905 |      1423 |
|    14 | Department of Financial Services (Insurance Division) |    143419 |     142631 |       788 |
|    15 | Ministry of Housing and Urban Affairs                 |    135517 |     134380 |      1137 |
|    16 | Ministry of Petroleum and Natural Gas                 |    127984 |     126937 |      1047 |
|    17 | Ministry of Road Transport and Highways               |    114824 |     113699 |      1125 |
|    18 | Central Board of Indirect Taxes and Customs           |    114776 |     114081 |       695 |
|    19 | Ministry of External Affairs                          |    112854 |     111707 |      1147 |
|    20 | Department of Defence                                 |    106774 |     105666 |      1108 |
|    21 | Ministry of Corporate Affairs                         |     97889 |      97062 |       827 |
|    22 | Department of Defence Finance                         |     84959 |      84326 |       633 |
|    23 | Department of Consumer Affairs                        |     82451 |      81682 |       769 |
|    24 | Unique Identification Authority of India              |     76276 |      75674 |       602 |
|    25 | Department of Justice                                 |     75849 |      75723 |       126 |
|    26 | Ministry of Civil Aviation                            |     73281 |      72816 |       465 |
|    27 | Department of Ex Servicemen Welfare                   |     64204 |      61992 |      2212 |
|    28 | Ministry of Electronics & Information Technology      |     58215 |      57872 |       343 |
|    29 | Ministry of Information and Broadcasting              |     58135 |      57776 |       359 |
|    30 | Olo the Comptroller & Auditor General of India        |     53746 |      53371 |       375 |
|    31 | Department of Rural Development                       |     46452 |      45178 |      1274 |

## Annex: 1 to the reply of Unstarred Question No: 4752,Lok Sabha to be answered on 29.3.2023)

|   32 | Ministry of Environment, Forest and Climate Change                  |   44673 |   44285 |   388 |
|------|---------------------------------------------------------------------|---------|---------|-------|
|   33 | Ministry of Women and Child Development                             |   41643 |   41409 |   234 |
|   34 | Department of Social Justice and Empowerment                        |   39336 |   39042 |   294 |
|   35 | Ministry of Cooperation                                             |   37087 |   37027 |    60 |
|   36 | Department of Expenditure                                           |   35594 |   35478 |   116 |
|   37 | Department of Commerce                                              |   35549 |   35365 |   184 |
|   38 | Department of Economic Affairs ACC Division                         |   35014 |   34571 |   443 |
|   39 | Ministry of Coal                                                    |   32979 |   32823 |   156 |
|   40 | Department of Food and Public Distribution                          |   30765 |   30670 |    95 |
|   41 | Ministry of Power                                                   |   29416 |   29275 |   141 |
|   42 | Department of Legal Affairs                                         |   26120 |   26116 |     4 |
|   43 | Ministry of Ayush                                                   |   23730 |   23634 |    96 |
|   44 | Ministry of Water Resources, River Development & Ganga Rejuvenation |   23679 |   23549 |   130 |
|   45 | Department of Military Affairs                                      |   21682 |   21319 |   363 |
|   46 | Department of Science and Technology                                |   21680 |   21590 |    90 |
|   47 | Ministry of Micro Small and Medium Enterprises                      |   19928 |   19839 |    89 |
|   48 | Ministry of Panchayati Raj                                          |   19471 |   19397 |    74 |
|   49 | Department of Empowerment of Persons with Disabilities              |   19172 |   19125 |    47 |
|   50 | Department of Defence Production                                    |   19095 |   18992 |   103 |
|   51 | Ministry of Drinking Water and Sanitation                           |   18189 |   17517 |   672 |
|   52 | Ministry of Culture                                                 |   17524 |   17242 |   282 |
|   53 | Ministry of Skill Development and Entrepreneurship                  |   17408 |   17294 |   114 |
|   54 | NITI Aayog_                                                         |   16753 |   16743 |    10 |
|   55 | Department for Promotion of Industry and Internal Trade             |   16186 |   16151 |    35 |
|   56 | Department of Agriculture Research and Education                    |   14620 |   14489 |   131 |
|   57 | Ministry of Minority Affairs                                        |   14170 |   14031 |   139 |
|   58 | Ministry of Shipping_                                               |   13548 |   13269 |   279 |
|   59 | Department of Financial Services (Pension                           |   13385 |   13359 |    26 |
|   60 | Department of Health Research                                       |   13303 |   13261 |    42 |
|   61 | Ministry of Tourism                                                 |   13034 |   12939 |    95 |
|   62 | Department of Pharmaceutical                                        |   12635 |   12591 |    44 |
|   63 | Department of Sports                                                |   12325 |   12245 |    80 |
|   64 | Ministry of Parliamentary Affairs                                   |   12223 |   12087 |   136 |
|   65 | Department of Animal HusbandryDairying                              |   11503 |   11472 |    31 |

| 66   | Ministry of Steel                                                                            | 11296    |    11257 | 39    |
|------|----------------------------------------------------------------------------------------------|----------|----------|-------|
| 67   | Department of Atomic Energy                                                                  | 11047    |    10903 | 144   |
| 68   | Ministry of Mines                                                                            | 10744    |    10724 | 20    |
| 69   | Department of Heavy Industry                                                                 | 10633    |    10601 | 32    |
| 70   | Ministry of Textiles                                                                         | 10389    |    10342 | 47    |
| 71   | Department of Scientific & Industrial Research                                               | 9408     |     9271 | 137   |
| 72   | Ministry of Tribal Affairs                                                                   | 8227     |     8064 | 163   |
| 73   | Department of Administrative Reforms and Public Grievances                                   | 7968     |     7260 | 708   |
| 74   | Legislative Department                                                                       | 7869     |     7800 | 69    |
| 75   | Department of Defence Research and Development                                               | 7830     |     7786 | 44    |
| 76   | Ministry of New and Renewable Energy_                                                        | 7358     |     7348 | 10    |
| 77   | Department of Land Resources                                                                 | 7217     |     7198 | 19    |
| 78   | Department of Youth Affairs                                                                  | 6882     |     6809 | 73    |
| 79   | Department of Public Enterprises_                                                            | 6181     |     6179 | 2     |
|      | Ministry of Food Processing Industries                                                       | 5653     |     5632 | 21    |
| 81   | Department of Fertilizers                                                                    | 5192     |     5131 | 61    |
| 82   | Department of Investment & Public Asset Management                                           | 4919     |     4909 | 10    |
| 83   | Department of Chemicals and Petrochemicals                                                   | 4496     |     4472 | 24    |
| 84   | Department of Space                                                                          | 4139     |     4095 | 44    |
| 85   | Ministry of Earth Sciences                                                                   | 3853     |     3816 | 37    |
| 86   | Ministry of Statistics and Programme Implementation                                          | 3771     |     3715 | 56    |
| 87   | Department of Bio Technology                                                                 |          |     2890 |       |
| 88   | Department of Official Language                                                              | 2537     |     2509 | 28    |
| 89   | Ministry of Development of North Eastern Region                                              | 2164     |     2158 | 6     |
| 90   | Department of Fisheries                                                                      | 1276     |     1264 | 12    |
| 91   | Total Disposal of above 90 Ministries/Departments/Boards/Organisations 1.1.2016 to 28.2.2023 | 6863502  |  6796883 | 66619 |
| 92   | Other Grievances Disposed from 1.1.2016 to 28.2.2023                                         | 3311780  |  3311780 |       |
| 93   | Grand Total of Disposal through CPGRAMS from 1.1.2016 to 28.2.2023                           | 10175282 | 10108663 | 66619 |