Lok Sabha Question No. 1489 (UNSTARRED), answered on 2021-02-10
Subject: Public Grievances/Complaints
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Dharambir Singh

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

LOK SABHA UNSTARRED QUESTION NO. 1489

(TO BE ANSWERED ON 10.02.202 1)

## PUBLIC GRIEVANCES/COMPLAINTS

## t1489. SHRI DHARAMBIR SINGH:

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) the manner in which information is being sent to the rural areas of the platfo internet service is not available along with the details thereof;
- (d) the details of the State-wise complaints received and their solution during the years and the current financial year;
- (e) the details of the nature of complaints; and
- (f) whether the Government has formulated any plan to make the mechanism more pliabl and easy and 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. JTTENDRA SINGH)

- (a) & (b): Yes Sir, the CPGRAMS Portal www.pgportal.gov.in is operational.
- (c):  Physical complaints are also received in the Ministries/Departments of Governme India.
- (d): The details are at Annex-I
- (e):  The complaints largely pertain to issues relating to Revenue, Health & Family We Education, Police, Public Health, Engineering Department, Public Works Department, Elect Board and Social Justice.
- (f):  Government has undertaken CPGRAMS Reforms for adoption of CPGRAMS version 7.0 in top grievance receiving Ministries. Integration of State Portals with CPGRAMS, Fee Call Centre for COVID-19 Grievances are other forms of reforms. In Jammu & Kashmir t district portals have been integrated with CPGRAMS.

Annex -1 State-wise Receipts and Disposals for last three financia! years and current year as on 31.01.2021

| State/UT                        |   2017-2018 Receipts Disposal |   2017-2018 Receipts Disposal |   2018-2019 Receipts Disposals |   2018-2019 Receipts Disposals |   2019-2020 Receipts Disposals |   2019-2020 Receipts Disposals |   2020-2021 Receipts Disposals |   2020-2021 Receipts Disposals |
|---------------------------------|-------------------------------|-------------------------------|--------------------------------|--------------------------------|--------------------------------|--------------------------------|--------------------------------|--------------------------------|
| Government of Andaman & Nicobar |                           451 |                           806 |                            467 |                            400 |                            686 |                            723 |                            574 |                            622 |
| Government of Andhra Pradesh    |                          6686 |                            28 |                           5294 |                           9331 |                           6647 |                           2567 |                           8167 |                           1924 |
| Government of Arunachal Pradesh |                           435 |                           312 |                            404 |                            890 |                            365 |                            192 |                            350 |                             32 |
| Government of Assam             |                          7125 |                           880 |                           7299 |                           2040 |                           7366 |                           1499 |                           6383 |                            590 |
| Government of Bihar             |                         18972 |                          5823 |                          24544 |                          11029 |                          34885 |                          20965 |                          37423 |                          16650 |
| Government of Chattisgarh       |                         10693 |                          8712 |                          11237 |                          10493 |                           9490 |                          10448 |                           8028 |                           9352 |
| Government of Goa               |                          1101 |                           794 |                           1316 |                           1054 |                           1144 |                            752 |                           1463 |                           1342 |
| Government of Gujarat           |                         22266 |                         22309 |                          26494 |                          37247 |                          37877 |                          36882 |                          47368 |                          43568 |
| GovernmentofHaryana             |                         25578 |                           551 |                          26733 |                          43172 |                          31346 |                          41371 |                          32095 |                          47669 |
| Government of Himachal Pradesh  |                          4367 |                             6 |                           4437 |                            850 |                           5487 |                            399 |                           4833 |                           2253 |
| Governmentofiammuandkashmjr     |                          3408 |                            19 |                           3443 |                           1378 |                           3779 |                           2393 |                           5607 |                           5143 |
| Government of Jharkhand         |                         11251 |                         12280 |                          12028 |                           6331 |                          11217 |                            841 |                          10268 |                          22972 |
| Government of Karnataka         |                         17194 |                         26933 |                          18273 |                           8379 |                          24759 |                           1265 |                          26856 |                          40192 |
| Government of Kerala            |                          8300 |                           459 |                           6455 |                           3605 |                           8017 |                           4107 |                          13887 |                          31769 |
| Government of Madhya Pradesh    |                         27499 |                          3823 |                          29019 |                           7547 |                          32451 |                           7331 |                          35104 |                          18271 |
| Government of Maharashtra       |                         38463 |                         28159 |                          42321 |                          29734 |                          50260 |                          12412 |                          46020 |                          29289 |
| Government of Manipur           |                           373 |                             3 |                            228 |                            149 |                            298 |                             63 |                            318 |                             71 |
| Government of Meghalaya         |                           269 |                            35 |                            236 |                            122 |                            372 |                             79 |                            405 |                            160 |
| Government of Mizoram           |                           121 |                             0 |                            102 |                             65 |                            118 |                             19 |                            160 |                             40 |
| Government of Nagaland          |                           156 |                           170 |                            111 |                            105 |                            201 |                             89 |                            207 |                            156 |
| Government of NCT of Delhi      |                         24568 |                         35663 |                          31443 |                          29532 |                          29863 |                          28950 |                          34385 |                          33666 |
| GovernmentofOdisha              |                          7001 |                           219 |                           6421 |                           3100 |                           7404 |                           2019 |                           8039 |                           1033 |
| Government of Puducherry        |                           629 |                           599 |                            722 |                            539 |                           1019 |                            669 |                           1131 |                           1196 |
| Government of Punjab            |                          9110 |                          7982 |                          10181 |                           7628 |                          12503 |                           8782 |                          11802 |                           1867 |
| GovernmentofRajasthan           |                         34310 |                           845 |                          31933 |                           9356 |                          33166 |                          65505 |                          29111 |                          89125 |
| Government of Sikkirn           |                           170 |                             1 |                            116 |                            112 |                            162 |                             35 |                            151 |                            172 |
| GovernmentoflamilNadu           |                         13020 |                          8534 |                          16085 |                           7994 |                          19729 |                          14360 |                          23761 |                          16912 |

| Government of Telangana                               |   5548 |   4197 |   7310 |   7683 |   7709 |   13083 |   9591 |   15004 |
|-------------------------------------------------------|--------|--------|--------|--------|--------|---------|--------|---------|
| Government of Tripura                                 |    710 |    166 |    854 |   1721 |    900 |     969 |    858 |    1305 |
| Government of Union Territory of Chandigarh           |   2722 |   5510 |   2915 |   2889 |   3620 |    3333 |   4010 |    4208 |
| Government of Union Territory of Dadra & Nagar Haveli |    224 |    677 |    181 |    172 |    419 |     374 |    377 |     391 |
| Government of Union Territory of Daman & Diu          |    197 |    480 |    245 |    237 |    269 |     283 |    299 |     299 |
| Government of Union Territory of Ladakh               |      0 |      0 |      0 |      0 |     16 |       0 |     96 |      61 |
| Government of Union Territory of Lakshadweep          |     82 |    116 |     58 |     55 |     65 |      83 |     67 |      59 |
| GovernmentofUttarPradesh                              | 126221 | 139982 | 147340 | 141254 | 203163 |  216274 | 169219 |  173079 |
| Government of Uttarakhand                             |  10941 |   1059 |  11243 |   3176 |  12155 |     997 |  11656 |   17712 |
| Governmentof West Bengal                              |   9630 |     33 |  10805 |   6531 |  15368 |    2131 |  17428 |    1179 |
| Total                                                 | 449791 | 318165 | 498293 | 395900 | 614295 |  502244 | 607497 |  629333 |