Lok Sabha Question No. 4219 (UNSTARRED), answered on 2025-03-26
Subject: Complaints Registered on CPGRAMS Platform
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Balya Mama Suresh Gopinath Mhatre

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 4219

(ANSWERED ON 26.03.2025)

## COMPLAINTS REGISTERED ON CPGRAMS PLATFORM

## †4219. SHRI BALYA MAMA SURESH GOPINATH MHATRE:

Will the PRIME MINISTER be pleased to state:

- (a)  the  details  of  the  number  of  complaints  registered  on  the  Centralised  Public  Grievance Redress and Monitoring System (CPGRAMS) and the status of their redressal, State-wise;
- (b)  whether  the  Government  is  implementing  any  new  system  to  increase  transparency  in redressal of public grievances, if so, the details thereof and if not, the reasons therefor;
- (c) the details of the new schemes implemented to promote e-governance; and
- (d)  whether  online  monitoring  of  public  grievances  is  being  done  under  the  Digital  India initiative, if so, the details thereof, and if not, the reasons therefor?

## 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 (d):   During the last three year a total of 2158660 grievances pertaining to all States/UTs Government  was  received  and  1972934  grievance  were  redressed  through  CPGRAMS  portal. States wise details of grievance received and redress through CPGRAMS is attached at Annex I . Government has adopted the 10 Step reforms of CPGRAMS to make grievance redressal timely, meaningful and accessible to Citizen. Government has mapped 103,183 Grievance Officers on the CPGRAMS portal which helped bring down the pendency in Govt. of India.  Government issued Comprehensive Guidelines for Effective Redressal of Public Grievances on 23rd August 2024. These guidelines envisage integration of various public grievance platforms, creation of dedicated grievance  cells  in  Ministries/Departments,  appointment  of  experienced  and  competent  nodal officers,  emphasis  on  root  cause  analysis  of  grievances  and  action  on  feedback,  strengthening escalation processes by appointing appellate authorities, grievance closure guidelines with further reduction  in  upper  limit  of  resolution  time  from  30  days  to  21  days.  To  enhance  grievance management, the Government signed an MoU with IIT Kanpur in December 2021, leading to the launch of the Intelligent Grievance Management System (IGMS). This AI/ML-enabled system supports  semantic  search,  exploratory  analysis,  and  predictive  insights  to  improve  grievance redressal and citizen engagement.

Government  plays a key role in advancing e-Governance across India through various initiatives:  viz  National  Awards  for  e-Governance  (NAeG)  to  recognizing  excellence  in  eGovernance  since  2003,  National  e-Governance  Webinars  (NeGW)  to  decipher  the  best  from NAeG-winning  projects,  National  e-Governance  Service  Delivery  Assessment  (NeSDA)  to evaluate  and  improve  e-services  across    Ministries/Departments  and  States,  UTs,  based  on

parameters  like  accessibility,  ease  of  use,  security,  and  integration,  NeSDA  Way  Forward  to review  the  progress  with  stakeholders,  covering  mandatory  e-services,  best  practices,  and advancements under the Right to Service Commission. Government also collaborates with States, UTs,  and  RTS  Commissioners  to  continuously  enhance  digital  governance,  ensuring  citizencentric service delivery and aligning with India's India @2047 vision.

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## Annex to the Lok Sabha Unstarred Question No. 4219 for 26.03.2025

Status of greivacne disposal in States during the period from 01.01.2022 to 31.12.2024

|   Sl No. | Name of States                  |   Receipts |   DisposalPending |       |
|----------|---------------------------------|------------|-------------------|-------|
|        1 | Government of Uttar Pradesh     |     750246 |            737975 | 12271 |
|        2 | Government of Gujarat           |     156922 |            151599 |  5323 |
|        3 | Government of Maharashtra       |     121023 |            102266 | 18757 |
|        4 | Government of Assam             |     116323 |            111742 |  4581 |
|        5 | Government of Madhya Pradesh    |     108052 |            104464 |  3588 |
|        6 | Government of Bihar             |      91350 |             83503 |  7847 |
|        7 | Government of Haryana           |      90333 |             79272 | 11061 |
|        8 | Government of Rajasthan         |      89388 |             87983 |  1405 |
|        9 | Government of Punjab            |      79761 |             76647 |  3114 |
|       10 | Government of NCT of Delhi      |      79195 |             73510 |  5685 |
|       11 | Government of Jharkhand         |      66960 |             61153 |  5807 |
|       12 | Government of Tamil Nadu        |      60142 |             52246 |  7896 |
|       13 | Government of Odisha            |      51651 |             33275 | 18376 |
|       14 | Government of Karnataka         |      44605 |             39289 |  5316 |
|       15 | Government of Uttarakhand       |      42908 |             39874 |  3034 |
|       16 | Government of West Bengal       |      40341 |               427 | 39914 |
|       17 | Government of Chattisgarh       |      27136 |             24937 |  2199 |
|       18 | Government of Jammu and Kashmir |      22672 |             15326 |  7346 |
|       19 | Government of Andhra Pradesh    |      22650 |             18600 |  4050 |
|       20 | Government of Kerala            |      20970 |             15193 |  5777 |
|       21 | Government of Telangana         |      19465 |             19160 |   305 |

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|   22. | Government of Union Territory of Chandigarh          |   11692 |   11600 |   92 |
|-------|------------------------------------------------------|---------|---------|------|
|    23 | Government of Himachal Pradesh                       |   10883 |    5169 | 5714 |
|    24 | Government of Manipur                                |    5669 |    3384 | 2285 |
|    25 | Government of Puducherry                             |    5265 |    5218 |   47 |
|    26 | Government of Tripura                                |    4709 |    4656 |   53 |
|    27 | Government of Goa                                    |    4036 |    3274 |  762 |
|    28 | Government of Andaman& Nicobar                       |    3970 |    3936 |   34 |
|    29 | Government of Meghalaya                              |    1905 |    1438 |  467 |
|    30 | Government of Nagaland                               |    1481 |     201 | 1280 |
|    31 | Government of Arunachal Pradesh                      |    1439 |    1253 |  186 |
|    32 | Government of Mizoram                                |    1278 |     511 |  767 |
|    33 | Government of Union Territory of Daman& Diu          |    1174 |     977 |  197 |
|    34 | Government of Union Territory of Dadra& Nagar Haveli |     998 |     873 |  125 |
|    35 | Government of Sikkim                                 |     765 |     738 |   27 |
|    36 | Government of Union Territory of Lakshadweep         |     713 |     684 |   29 |
|    37 | Government of Union Territory of Ladakh              |     590 |     581 |    9 |

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