Lok Sabha Question No. 47 (STARRED), answered on 2024-02-06
Subject: Grievance Redressal Mechanism
Ministry: COOPERATION
Asked by: Lallu Singh, Locket Chatterjee

## GOVERNMENT OF INDIA MINISTRY OF COOPERATION

## LOK SABHA STARRED QUESTION NO. 47 TO BE ANSWERED ON 06/02/2024

## Grievance Redressal Mechanism

## *47.   SHRI LALLU SINGH MS.LOCKET CHATTERJEE:

Will the Minister of COOPERATION ( सहकाįरता मंũी ) be pleased to state:

- (a) the details and the number of grievances redressed by the Ministry during the year 2023;
- (b)  the  steps  taken  by  the  Ministry  to  improve  the  effectiveness  of  the grievance  redressal mechanisms and response to the complaints from across the country;
- (c) whether the Ministry has employed the use of Artificial Intelligence (AI) and other technology for complaints resolution; and
- (d) if so, the details thereof?

## ANSWER

THE MINISTER OF COOPERATION सहकाįरता मंũी (SHRI AMIT SHAH)

- (a) to (d): A statement is laid on the Table of the House.

## STATEMENT REFERRED TO IN REPLY TO PARTS (a) to (d) IN RESPECT OF LOK SABHA STARRED QUESTION NO. 47 FOR REPLY ON 6 TH  FEBRUARY, 2024 ASKED BY SHRI LALLU SINGH AND MS. LOCKET CHATTERJEE REGARDING GRIEVANCE REDRESSAL MECHANISM.

(a): Government  of  India  has  established Centralized  Public  Grievance  Redress  and Monitoring System (CPGRAMS) as an online platform available to citizens 24x7 to lodge their grievances on any subject matter related to service delivery. Ministry of Cooperation has been pro-actively adressing to the grievances received on the portal and disposing cases in the speedy manner.

Ministry of Cooperation has redressed total 36,008 grievances during the year 2023 through  Centralized  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS),  an online platform available to citizens to lodge their grievance on any subject matter related to service delivery. Further, Ministry has also received 8945 appeals against grievances which have been pro-actively examined and disposed with average closing time of 2 days.

As  per  the  CPGRAMS  Report  for  the  Month  of  December  2023  released  by Department of Administrative Reforms and Public Grievances, Ministry of Cooperation has been placed at the first position amongst Ministries and Departments (where total grievances are more than 500) of Government of India, with highest Grievance Redressal Assessment and Index (GRAI) of 0.747 and average closing time of 2 days.

(b) to (d) : Government of India has undertaken a comprehensive reform of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) to make it more responsive to  the  needs  of  the  citizens.  In  this  regard,  DARPG  has  introduced  several  measures  for strengthening  CPGRAMS,  viz.  Monitoring  dashboards  for  stakeholders  facilitate  deeper analysis  of  grievances,  capacity  building  of  stakeholders  under  the  Sevottam  Scheme  for effective redressal of grievances, universalization of CPGRAMS ver 7.0 for auto-routing of grievances  to  last  mile,  integration  of  State  portals  with  CPGRAMS,  operationalization  of feedback call centers, developing an inclusive system by using common service centers.

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