Lok Sabha Question No. 4156 (UNSTARRED), answered on 2025-03-26
Subject: Central Public Grievance Redressal and Monitoring System
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Smt. Bharti Pardhi, Shri P P Chaudhary, Smt. Himadri Singh, Shri Kanwar Singh Tanwar

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

## LOK SABHA UNSTARRED QUESTION NO. 4156

(ANSWERED ON 26.03.2025)

## CENTRAL PUBLIC GRIEVANCE REDRESSAL AND MONITORING SYSTEM

†4156. SMT. HIMADRI SINGH: SMT. BHARTI PARDHI: SHRI P P CHAUDHARY: SHRI KANWAR SINGH TANWAR:

Will the PRIME MINISTER be pleased to state:

- (a)  whether  the  Government  has  established  Centralised  Public  Grievances  Redressal  and Monitoring System in the country, if so, the details thereof along with the salient features and main objective of this system;
- (b)  whether  the  Government  has  conducted  any  assessment  to  know  the  achievements  of  the system in various States of the country and if so, the details thereof;
- (c) the specific measures implemented by the Government to ensure accessibility of CPGRAMS in rural and remote areas along with its integration with the digital platforms and the statistics of grievances received from such areas during the last three years indicating the number of grievances redressed thereof;
- (d) whether any awareness campaigns or training programmes have been conducted to promote citizen participation in CPGRAMS, if so, the details thereof and the impact achieved thereon;
- (e) whether any best practices in grievance redressal have been identified in the 30th CPGRAMS report across the Country, if so, the details thereof, States/UT-wise particularly in Uttar Pradesh; and
- (f)  whether  any roadmap  has been prepared to replicate successful grievance redressal models nationwide, if so, the details thereof and the timeline for its implementation?

## 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 (f):  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.  CPGRAMS  has  mapped  more  than 1,03,183 officers on CPGRAMS portal as on December 31 st , 2024. In the period from 2019-2024, more than 1.15 crore grievances have been redressed, on CPGRAMS. The Government has issued comprehensive guidelines for grievance redressal on 24 th  August, 2024 reducing the timelines of grievance  redressal  to  21  days.  In  order  to  assess  the  CPGRAMS  system,  Government  has launched  the  Grievance  Redressal  Assessment  Index  (GRAI),  which  ranks  Ministries  and

Departments on a monthly and annual basis. These reports are made available on the DARPG portal www.darpg.gov.in. To enhance accessibility in rural and remote areas, CPGRAMS has been integrated with 5.1 lakh Common Service Centres (CSCs), through which 4.91 lakh grievances have been lodged till date. The Government has undertaken the 10-step reforms of CPGRAMS including regional language support, a feedback call center, simplified citizen registration, CSC collaboration, and the launch of a mobile application, while also conducting awareness programs for Village Level Entrepreneurs (VLEs) focusing on schemes like PMAY and PM-KISAN. The 20th of every month is observed as "CSC-CPGRAMS Day". Prasar Bharati has been engaged for wider  dissemination  through  AIR  and  Doordarshan.  In  pursuance  of  the  directions  in  Prime Minister's PRAGATI review on December 26, 2024, reforms have been deepened to focus on improving the quality of grievance redressal and enhancing citizen satisfaction through measures such  as  Senior  Officer  Reviews,  capacity  building  programs  for  Grievance  Redressal  Officers under  SEVOTTAM,  technology  upgrades  under  the  Nextgen  CPGRAMS  project,  improved feedback  collection  via  a  feedback  call  center,  adoption  of  best  practices  from  states,  and collaboration with Right to Services Commissions. The Government highlights best practices in grievance redressal through social media posts, monthly reports, and training workshops. In 202425,  two  national  workshops  on  "Effective  Redressal  of  Public  Grievances"  were  held  on November 18, 2024, in New Delhi and February 20, 2025, in Bhopal, with participation from Central  Ministries,  State  Governments,  and  State  Administrative  Training  Institutes  (ATIs)  to enable replication.

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