Lok Sabha Question No. 2585 (UNSTARRED), answered on 2024-12-11
Subject: Enhancing Complaint Redressal through CPGRAMS
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Dr. Bhola Singh

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO. 2585

(TO BE ANSWERED ON 11.12.2024)

## ENHANCING COMPLAINT REDRESSAL THROUGH CPGRAMS

## 2585. DR. BHOLA SINGH:

Will the PRIME MINISTER be pleased to state:

- (a) the total number of complaints addressed through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) during the last five years;
- (b) the measures adopted to reduce response time and improve the efficiency of grievance redressal;
- (c) the details of integration of user feedback to ensure satisfaction and transparency; and
- (d) the future plans to incorporate AI-based analytics for predictive resolution and enhanced citizen engagement?

## 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): A  total  of  1,12,30,957  grievances  were  redressed  for  the  five  years  from  1 st Janurary 2020 till 30 th October 2024 and an annual all-time high of 23,24,323 grievances have been redressed on CPGRAMS portal from January-October, 2024. The Government has adopted the  10  Step  reforms  of  CPGRAMS  to  make  grievance  redressal  timely,  meaningful  and accessible  to  Citizen.  The  Government  has  mapped  103,183  Grievance  Officers  on  the CPGRAMS portal which helped bring down the pendency in Govt. of India to its lowest level of 54,339 Public Grievances as on 31 October 2024. The average timelines of redressal have come down from 28 days in 2019 to 13 days in 2024. 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. A Feedback Call Centre, operational since July 2022, gathers feedback from citizens in multiple Indian languages, including Hindi and English, and assists in filing appeals. As of 31.10.2024, the call centre has completed 18,71,754 surveys.

A dedicated feedback portal has been created by DARPG which facilitates analysis and action on areas with poor feedback for Ministries/Departments. To enhance grievance management, the DARPG  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.

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