Lok Sabha Question No. 2806 (UNSTARRED), answered on 2025-08-06
Subject: CPGRAMS
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Maddila Gurumoorthy

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

## LOK SABHA UNSTARRED QUESTION NO. 2806

(ANSWERED ON 06.08.2025)

## CPGRAMS

## 2806. SHRI MADDILA GURUMOORTHY:

Will the PRIME MINISTER be pleased to state:

- (a) the total number of public grievances received and disposed of through CPGRAMS from November 1, 2022 to May 26, 2025;
- (b) the current number of pending grievances as on May 26, 2025;
- (c) the average time taken for grievance redressal during the said period; and
- (d) the measures being implemented to reduce the backlog and improve the efficiency of the grievance redressal process?

## 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):  In  the  period  from  01.11.2022  to  26.05.2025,  details  of  number  of  complaints received, disposed and  pending  against  Central Government  Ministries/  Departments/ Organisations is as under: -

|   Brought forward grievances |   Total Grievances received |   Total Grievances closed (including closure of brought forwarded grievances) |   Pending grievances as on 26.5.2025 | Average time of Disposal during this time   |
|------------------------------|-----------------------------|-------------------------------------------------------------------------------|--------------------------------------|---------------------------------------------|
|                        75790 |                     4262459 |                                                                       4273289 |                                64960 | 16 days                                     |

(d):   The Government has undertaken a comprehensive set of measures to reduce grievance pendency and improve the efficiency of the redressal process through the implementation of the 10-Step Reforms under CPGRAMS (Centralised Public Grievance Redress and Monitoring System).  These  reforms  include  the  adoption  of  next-generation  artificial intelligence technologies to enhance system capabilities, making CPGRAMS available in all 22 scheduled languages to overcome language barriers, and establishing a Data Strategy Unit for root cause analysis  and  systemic  reform.  The  Government  has  introduced  the  Grievance  Redressal Assessment and Index (GRAI) to benchmark the performance of Ministries, Departments, and States/  UTs.  Monthly  grievance  reports  are  published  to  promote  transparency  and  enable senior-level  monitoring.  The  DARPG  has  also  launched  a  dedicated  Review  Module  for

Secretaries  to  regularly  monitor  the  pendency  and  quality  of  grievance  disposal  in  the Department.  In  addition,  a  Feedback  Module  has  been  implemented  wherein  citizen satisfaction  is  recorded  post-disposal  of  grievances  through  a  multilingual  Feedback  Call Centre.  Poor  ratings  automatically  trigger  the  option  to  file  an  appeal,  and  Ministries/ Departments  can access audio transcripts of such feedback  for internal review and accountability. CPGRAMS has also been integrated with grievance portals of various Central Ministries  and  State  Governments,  and  outreach  has  been  expanded  to  rural  areas  through integration with Common Service Centres (CSCs). Over the last three years, Central Ministries and Departments have consistently redressed of more than one lakh grievances per month, and pendency  in  Central  Secretariat  has  been  reduced  to  approximately  64,000  cases.  Public grievance redressal is also a key priority under the Government's annual Special Campaign on Swachhata and reducing pendency; during the Special Campaign 3.0 held in October 2024, more  than  5.55  lakh  grievances  and  appeals  were  disposed  of.  Further,  to  institutionalise effective  grievance  redressal,  the  Government  issued  Comprehensive  Guidelines  on  23rd August  2024,  reducing  the  prescribed  resolution  timeline  from  30  days  to  21  days.  These guidelines mandate the integration of grievance portals, setting up of dedicated grievance cells in  Ministries  and  Departments,  appointment  of  competent  nodal  and  appellate  officers, emphasis on root cause analysis and citizen feedback, and strengthening of grievance escalation and monitoring mechanisms. These efforts are aligned with the Government's commitment to responsive, citizen-centric, and accountable governance.

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