Lok Sabha Question No. 1486 (UNSTARRED), answered on 2024-12-04
Subject: Disposal Ratio of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Dr. K Sudhakar

## GOVERNMENT OF INDIA

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

## LOK SABHA

## UNSTARRED QUESTION NO. 1486

(TO BE ANSWERED ON 04.12.2024)

## DISPOSAL RATIO OF PUBLIC GRIEVANCES

## 1486. DR. K SUDHAKAR:

Will the PRIME MINISTER be pleased to state:

- (a)  whether  the  Government has any  data regarding  the disposal ratio of  public  grievances  in  the grievance portal and if so, the details thereof;
- (b) whether the list of grievances registered in the portal are available and if so, the details thereof, State-wise;
- (c) the details of steps taken for speedy redressal of public grievances in the country;
- (d) whether any data regarding vacancies in Government jobs for the State of Karnataka both Central and State are available with the Ministry and if so, the details thereof; and
- (e)  the  details  of  the  steps  taken  by  the  Government  to  ensure  filling  up  of  all  vacant  posts  in Government jobs for 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)  to  (c):  Total  number  of  grievances  received  and  redressed  on  CPGRAMS  portal www.pgportal.gov.in, in last five years are attached at   Annex 1. The details of the state wise grievances  received  on  PG  Portal  during  this  period  is  attached  at  Annex  II.  A  total  of 1,12,30,957 grievances were redressed from 2020-2024 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 and mapped 103,183 Grievance Officers on the CPGRAMS portal. This  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 23 rd  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.  Redressal of Public Grievances is also one of the thrust areas of the Special campaign conducted by the Government on institutionalizing swacchata and reducing pendency in Government offices from 2 Oct -31 Oct. About 5.55 lakhs public grievances and appeals have been disposed of during the Special Campaign 2024.

(d)  &  (e):  Occurrence  and  filling  up  of  vacant  posts  in  various  Ministries/  Departments  is  a continuous process. The details of vacancies are maintained by the respective Ministries/Departments/State Governments. Ministries/ Departments of the Central Government have been directed, from time to time, to fill up the vacant posts in a time bound manner. Vacant posts of Central Government have been filled up in mission mode, in Rozgar Melas launched by Hon'ble Prime Minister on 22nd October, 2022. 13 Rozgar Melas have been held at Central level in 40-45 cities across various States/ Union Territories.

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(to be answered on 04.12.2024)

| Year                                  | Brought Forward   |   Receipt During Period |   Total Receipt |   Total Disposed in the year |
|---------------------------------------|-------------------|-------------------------|-----------------|------------------------------|
| 2020                                  | 1071603           |                 2271270 |         3342873 |                      2319569 |
| 2021                                  | 1023304           |                 2000590 |         3023894 |                      2135923 |
| 2022                                  | 887971            |                 1918238 |         2806209 |                      2143468 |
| 2023                                  | 662741            |                 1953057 |         2615798 |                      2307674 |
| 2024 ( 1 st Jan- 31 st October, 2024) | 308124            |                 2298208 |         2606332 |                      2324323 |
| Total                                 |                   |                10441363 |        14395106 |                     11230957 |

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Annex- II to the reply of Unstarred Question No: 1486 , Lok Sabha (to be answered on 04.12.2024) (State wise Grievance details for the period from 01.01.2020 to 31.10.2024)

| State                                                |   Brought Forward |   Receipt During Period |   Total Receipt |   Total Disposed* |
|------------------------------------------------------|-------------------|-------------------------|-----------------|-------------------|
| Government of Andaman &Nicobar                       |                85 |                    5510 |            5595 |              5565 |
| Government of Andhra Pradesh                         |             29985 |                   36944 |           66929 |             63322 |
| Government of Arunachal Pradesh                      |               548 |                    2354 |            2902 |              2686 |
| Government of Assam                                  |             28072 |                  124513 |          152585 |            146742 |
| Government of Bihar                                  |             60836 |                  161395 |          222231 |            214078 |
| Government of Chattisgarh                            |              5492 |                   43343 |           48835 |             46860 |
| Government of Goa                                    |              1712 |                    7333 |            9045 |              8195 |
| Government of Gujarat                                |              9024 |                  259661 |          268685 |            261927 |
| Government of Haryana                                |             45802 |                  152271 |          198073 |            186511 |
| Government of Himachal Pradesh                       |             19520 |                   20254 |           39774 |             34174 |
| Government of Jammu and Kashmir                      |             14759 |                   34251 |           49010 |             42806 |
| Government of Jharkhand                              |             28379 |                   86485 |          114864 |            105266 |
| Government of Karnataka                              |             42179 |                   94391 |          136570 |            127779 |
| Government of Kerala                                 |             27008 |                   47563 |           74571 |             69465 |
| Government of Madhya Pradesh                         |             99601 |                  177726 |          277327 |            272846 |
| Government of Maharashtra                            |            119868 |                  207274 |          327142 |            306027 |
| Government of Manipur                                |              1662 |                    6441 |            8103 |              5930 |
| Government of Meghalaya                              |              1545 |                    2777 |            4322 |              3812 |
| Government of Mizoram                                |               515 |                    1642 |            2157 |              1486 |
| Government of Nagaland                               |               280 |                    2018 |            2298 |              1045 |
| Government of NCT of Delhi                           |             14514 |                  143509 |          158023 |            152370 |
| Government of Odisha                                 |             29692 |                   65340 |           95032 |             76966 |
| Government of Puducherry                             |               628 |                    8243 |            8871 |              8778 |
| Government of Punjab                                 |             16701 |                  100015 |          116716 |            113604 |
| Government of Rajasthan                              |            108046 |                  144061 |          252107 |            249814 |
| Government of Sikkim                                 |               766 |                    1240 |            2006 |              1984 |
| Government of Tamil Nadu                             |             23673 |                  107019 |          130692 |            123236 |
| Government of Telangana                              |              5781 |                   37340 |           43121 |             42837 |
| Government of Tripura                                |               551 |                    7416 |            7967 |              7702 |
| Government of Union Territory of Chandigarh          |               320 |                   19887 |           20207 |             19988 |
| Government of Union Territory of Dadra &Nagar Haveli |                52 |                    1763 |            1815 |              1696 |
| Government of Union Territory of Daman& Diu          |                37 |                    1848 |            1885 |              1670 |
| Government of Union Territory of Ladakh              |                 6 |                    1036 |            1042 |               980 |
| Government of Union Territory of Lakshadweep         |                 2 |                    1053 |            1055 |              1030 |
| Government of Uttar Pradesh                          |            115976 |                 1126776 |         1242752 |           1230604 |
| Government of Uttarakhand                            |             41131 |                   68729 |          109860 |            106962 |
| Government of West Bengal                            |             46969 |                   74043 |          121012 |             83392 |
| Total                                                |            941717 |                 3383464 |         4325181 |           4130135 |

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