Lok Sabha Question No. 2708 (UNSTARRED), answered on 2024-12-11
Subject: Complaints Received by Directorate of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Dr. Thirumaavalavan Tholkappiyan

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 2708

(TO BE ANSWERED ON 11.12.2024)

## COMPLAINTS RECEIVED BY DIRECTORATE OF PUBLIC GRIEVANCES

## 2708. DR. THIRUMAAVALAVAN THOLKAPPIYAN:

Will the PRIME MINISTER be pleased to state:

(a) whether the Government has the data pertaining to the number of complaints received from the public to the Directorate of Public Grievances;

(b) if so, the number of complaints received, State and Ministry/department-wise; and (c) whether any time limit is stipulated for redressal of the complaints 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. JITENDRA SINGH)

(a) to (c): Centralized Public Grievances Redress and Monitoring System(CPGRAMS) is a unified system for handling public grievances in Government of India. Over the past five years (2020-October 30, 2024), about 1,12,30,957 public grievances have been redressed through this system. Directorate of Public Grievances (DPG) is integrated with CPGRAMS.  It serves as an appellate body for unresolved public grievances concerning specific sectors of selected Central Government  Ministries/  Departments/Organizations.  Citizens  can  lodge  grievances  through various  channels,  including  post,  email,  or  the  online  portal  of  DPG  at  www.dpg.gov.in  The details  of  grievances  received  by  the  DPG,  are  provided  in Annexure. The  Government  has issued comprehensive guidelines for effective redressal of public grievances on the CPGRAMS portal  on  23rd  August  2024.  These  guidelines  have      recommended  closure  time  for  original grievances within 21 days and appeals within 30 days. DPG, also follows timelines of 30 days for submitting case reports by Ministries/ Departments on taken up cases.

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## Annexure-  to the reply of Unstarred Question No: 2708, Lok Sabha (to be answered on 11.12.2024)

|   Sl No. | Department/Org. Name      |   Receipt during 2023-24 |
|----------|---------------------------|--------------------------|
|        1 | Banking                   |                     4157 |
|        2 | CGHS                      |                      171 |
|        3 | Civil Aviation            |                     1336 |
|        4 | Education                 |                      974 |
|        5 | ESI Corporation           |                      235 |
|        6 | Insurance                 |                     1271 |
|        7 | Miscellaneous (Centre)    |                        8 |
|        8 | Miscellaneous (State)     |                        3 |
|        9 | National Saving Scheme    |                       31 |
|       10 | Passport Authority        |                      971 |
|       11 | Petroleum and Natural Gas |                      454 |
|       12 | Posts                     |                     6460 |
|       13 | Provident Fund            |                     9156 |
|       14 | Railways                  |                     1764 |
|       15 | Road Transport &Highways  |                      631 |
|       16 | Shipping                  |                       69 |
|       17 | Telecommunication         |                     1157 |

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