Lok Sabha Question No. 496 (UNSTARRED), answered on 2023-12-06
Subject: Efficacy of Grievance Redressal Mechanism
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: B. Y. Raghavendra, Annasaheb Shankar Jolle, Sunil Kumar Singh

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA

UNSTARRED QUESTION NO. 496 (TO BE ANSWERED ON 06.12.2023)

## EFFICACY OF GRIEVANCE REDRESSAL MECHANISM

## 496. SHRI B.Y. RAGHAVENDRA: SHRI ANNASAHEB SHANKAR JOLLE: SHRI SUNIL KUMAR SINGH:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Union Government has established any programme to monitor the efficacy of grievance redressal mechanism instituted by various States and Union Territories and if so, the details thereof; and
- (b) the details of the number and percentage of grievances still pending before the State Governments, State-wise including Jharkhand and Karnataka?

## 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):  The Government has created a web based portal, namely Centralised Public Grievance Redressal  and  Monitoring  System  (CPGRAMS).  It  is  a  single  portal  connected  to  all  the Ministries/Departments of Government of India and States. Every Ministry and States have role-based  access  to  this  system.  The  CPGRAMS  portal  (www.pgportal.gov.in  )  receives citizen grievances of State and Union Territory Governments which are transferred online to States/  UT's.    Government  monitors  the  efficacy  of  grievance  redressal  by  various  States/ Union  Territories  through  citizen  feedback  from  the  BSNL  Feedback  Call  Centre  and  the Grievance  Redressal  Index.  Monthly  reports  are  published  by  Government  on  progress achieved by States/ UT's in Effective Grievance Redressal which are share with State/ UT Governments  and  reviewed  on  a  monthly  basis.  Till  November  2023,  Government  has published 14 monthly progress reports of State/ UT Governments, copies of which available on the DARPG portal www.darpg.gov.in .
- (b):  the  details  of  the  number  and  percentage  of  grievances  still  pending  before  the  State Governments, State-wise including Jharkhand and Karnataka is at annex 1. A total of 1.75 lac cases are pending in States, the percentage pending for each state is indicated in Annex 1.

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Annexure I

Number and Percentage of Grievances Pending before State governments including Jharkhand and Karnataka (as on 25.11.2023)

|   Sl No. | State                           |   Pending |   Percentage of Pendency against grievances received during 01.01.2023 to 25.11.2023 (including brought forward) |
|----------|---------------------------------|-----------|------------------------------------------------------------------------------------------------------------------|
|        1 | Government of Assam             |      9105 |                                                                                                            17.62 |
|        2 | Government of Chattisgarh       |      1243 |                                                                                                            12.93 |
|        3 | Government of Gujarat           |      7158 |                                                                                                            10.67 |
|        4 | Government of Goa               |       567 |                                                                                                            31.61 |
|        5 | Government of Himachal Pradesh  |      3889 |                                                                                                            21.04 |
|        6 | Government of Jharkhand         |      5938 |                                                                                                            14.67 |
|        7 | Government of Kerala            |       460 |                                                                                                             6.06 |
|        8 | Government of Karnataka         |     10821 |                                                                                                            30.78 |
|        9 | Government of Maharashtra       |     12307 |                                                                                                            10.5  |
|       10 | Government of Madhya Pradesh    |      6521 |                                                                                                             9.81 |
|       11 | Government of Odisha            |     25845 |                                                                                                            47.02 |
|       12 | Government of Punjab            |      3029 |                                                                                                             3.82 |
|       13 | Government of Rajasthan         |      4479 |                                                                                                            14.15 |
|       14 | Government of Sikkim            |        11 |                                                                                                             4.72 |
|       15 | Government of Telangana         |        10 |                                                                                                             0.18 |
|       16 | Government of Tamil Nadu        |      5011 |                                                                                                            18.11 |
|       17 | Government of Tripura           |       330 |                                                                                                            16.66 |
|       18 | Government of Uttarakhand       |      2912 |                                                                                                            16.51 |
|       19 | Government of West Bengal       |     24456 |                                                                                                            26.5  |
|       20 | Government of Andhra Pradesh    |      7567 |                                                                                                            18.06 |
|       21 | Government of Arunachal Pradesh |        98 |                                                                                                            11.53 |
|       22 | Government of Bihar             |     10316 |                                                                                                            13.31 |
|       23 | Government of Haryana           |     11643 |                                                                                                            22.97 |
|       24 | Government of Meghalaya         |       198 |                                                                                                            12.28 |
|       25 | Government of Manipur           |      3307 |                                                                                                            65.88 |
|       26 | Government of Mizoram           |       210 |                                                                                                            14.99 |
|       27 | Government of Nagaland          |       934 |                                                                                                            64.5  |
|       28 | Government of Uttar Pradesh     |     16322 |                                                                                                             6.55 |

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