Lok Sabha Question No. 4549 (UNSTARRED), answered on 2025-08-20
Subject: Public Grievance Redressal Forum
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Ashish Dubey, Shri Alok Sharma

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 4549

(ANSWERED ON 20.08.2025)

## PUBLIC GRIEVANCE REDRESSAL FORUM

## †4549. SHRI ASHISH DUBEY: SHRI ALOK SHARMA:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government has established any forum for receiving and redressing public grievances;
- (b) if so, the details thereof;
- (c) the total number of public grievances received and redressed through the said forums during the last three years, year-wise; and
- (d) the manor categories or reasons for the said grievances submitted during the above mentioned period?

## 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)  Yes  Sir,  Government has  established the Centralized Public Grievance Redress and Monitoring  System  (CPGRAMS),  a  24x7  online  platform  that  enables  citizens  to  lodge grievances related to service delivery by public authorities. This single portal is connected to all Ministries  and  Departments  of  the  Government  of  India  and  States  and  is  accessible  via  a mobile  application  available  on  Google  Play  and  integrated  with  UMANG.  To  enhance accessibility in rural and remote areas, CPGRAMS has been integrated with 5.1 lakh Common Service Centres (CSCs).  In the period from 2020-2025 (till 31.07.2025), more than 1.20 crore grievances have been received and 1.28 crore grievances have been redressed, on CPGRAMS portal.  In 2022, the CPGRAMS 7.0 have been operationalised in all Ministries/ Departments of Government of India.  Under the CPGRAMS version 7.0, Ministry specific grievance categories have been introduced so that  citizens can choose the category and sub category in which the grievance  is  to  be  filed.  Presently,  18398  categories  and  Sub-categories  pertaining  to  91 Ministries/ Departments/ Organisations of Central Government are available in CPGRAMS 7.0. Some  of  the  main  categories  where  grievances  are  received  include  EPFO  related,  Refund Matters in Income Tax, PM Kisan Related, Fraud in Banking, Speed Post letters etc. Apart from this  some  of  the  general  grievances  categories  are  Employee  related,  Government  Scheme Related, land related, environment issues, police related etc.

The total number of public grievances received and redressed through CPGRAMS during the last three years, year-wise is as under;-

| Year                   |   Brought Forward |   Receipt During Period |   Total Disposed |
|------------------------|-------------------|-------------------------|------------------|
| 2022                   |            887971 |                 1918238 |          2143468 |
| 2023                   |            662741 |                 1953057 |          2307674 |
| 2024                   |            308124 |                 2615321 |          2645869 |
| 2025 (Till 31-07-2025) |            277576 |                 1257942 |          1281998 |

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