Lok Sabha Question No. 2612 (UNSTARRED), answered on 2025-08-05
Subject: Grievance Redressal to Farmers
Ministry: AGRICULTURE AND FARMERS WELFARE
Asked by: Dr. Thirumaavalavan Tholkappiyan, Shri Dharmendra Yadav

## GOVERNMENT OF INDIA MINISTRY OF AGRICULTURE AND FARMERS WELFARE DEPARTMENT OF AGRICULTURE AND FARMERS WELFARE

## LOK SABHA UNSTARRED QUESTION NO. 2612

TO BE ANSWERED ON 5 TH  AUGUST, 2025

## GRIEVANCE REDRESSAL TO FARMERS

2612.   SHRI DHARMENDRA YADAV: DR. THIRUMAAVALAVAN THOLKAPPIYAN

Will the Minister of AGRICULTURE AND FARMERS WELFARE कृ ͪष एवं ͩकसान कãयाण मंğी be pleased to State:

(a)  whether the Government has Farmers grievance redressal committee, if so, the details thereof;

(b)    the  details  of  robust  and  accessible  grievance  redressal  mechanism  available  for farmers  to  report  problems  related  to  Scheme  implementation,  discrimination  or  delay  in getting benefits;

(c)    the  extent  of  effective  manner  in  which  these  complaints  are  being  addressed, particularly  in Uttar Pradesh;

(d)    the  manner  in  which  the  Government  ensures  that  State  Governments  effectively implement  these  Central  schemes  targeted  at  communities  keeping  in  view  that  many schemes  are  Centrally  sponsored  but  implemented  by  the  States,  particularly  in  Uttar Pradesh;

(e)    the  monitoring  and  accountability  mechanism  in  place  at  present,  district-wise, particularly in Uttar Pradesh; and

(f)  whether the Supreme Court has constituted any Farmers grievance redressal committee anytime during the past three years, if so, the details thereof ?

## ANSWER

## THE MINISTER OF STATE AGRICULTURE AND FARMERS WELFARE

कृ ͪष एवं ͩकसान कãयाण राÏय मंğी (SHRI RAMNATH THAKUR)

(a)  to (e): The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is  a  24x7  online  platform  developed  and  administered  by  the  Government which enables citizens including farmers to lodge grievances against any Ministry/Department  of  the  Central  Government,  its  attached  or  subordinate  offices, autonomous bodies, and  also  the  State  Governments  and  Union  Territories.  CPGRAMS acts as a single, unified portal offering role-based access to over 60 Ministries/Departments and 36 States/UTs (including Uttar Pradesh). It is accessible via web, a standalone mobile application, and through integration with the UMANG platform, thus ensuring ease of use and wide accessibility for citizens across the Nation.

CPGRAMS supports API-based integration with external grievance modules, allows Ministries and Departments to seamlessly onboard their scheme-specific or service-specific grievance redressal systems into the national platform. This integration facilitates real-time grievance  flow,  centralized  monitoring,  and  standardized  analysis  across  government entities.  The  system  also  provides  each  citizen  with  a  unique  grievance  ID  for  tracking, facilities for appeal in case of dissatisfaction with the resolution, and feedback capture after closure.

Mechanisms for Monitoring Implementation and Accountability:

Feedback  Module:  Citizens  are  prompted  to  rate  their  satisfaction  after  grievance resolution. If a citizen rates a grievance as 'Poor', an option to file an appeal is triggered. Ministries/Departments  can  also  access  audio  transcripts  of  outbound  feedback  calls, allowing for qualitative insight and targeted course correction in grievance handling.

Review Module and Secretary-Level Monitoring: Monthly review meetings are held with  stakeholder  Ministries/Departments  to  evaluate  pendency,  disposal  timelines,  and grievance quality.  CPGRAMS  includes  a  dedicated  review  dashboard  that  enables Secretaries of the respective Ministries/Departments  to monitor  the  performance  of individual  officers  and  ensure  timely  and  effective  redressal.  Through  the  Greivance Redressal  and  Assessment  Index,  Ministries/Departments  are  ranked  based  on  the effective resolution of grievances on CPGRAMS.

Analytics  Tools and Root Cause Analysis: DARPG also provides data-driven tools like  the  Tree  Dashboard,  Intelligent  Grievance  Monitoring  System  (IGMS),  and  graphical visualizations in monthly reports. These enable granular analysis of grievance trends and support Ministries in undertaking systemic reforms based on recurring patterns.

Appellate Mechanism: If citizens are not satisfied with the initial response, an appeal facility  is  available  within  CPGRAMS.  The  second  level  of  scrutiny  ensures  better accountability and closure.

Further major schemes like PM Kisan Samman Nidhi (PM-KISAN), PM FASAL BIMA YOJNA (PMFBY)   implemented by DA&FW for the benefits of farmers, have independent grievance redressal mechanism specific to their schemes, details of which are at Annexure -I

In  addition,  the  Government  holds  regular  review  meetings  to  ensure  effective implementation of the Centrally sponsored schemes.

As  informed  by  Govt  of Uttar  Pradesh ,  the  state  has  robust  Farmers  Grievance Redressal system in place, the details of which are at Annexure -II

- (f): In order to consider the issues of farmers and other stakeholders, Hon'ble  Supreme Court  of  India,  based  on  suggestions  of  state  governments  of  Haryana  &  Punjab, constituted,  vide  their  order  dated  02.09.2024,  a  High-powered  Committee  with  Justice (Retd.)  Nawab  Singh,  former  Judge  of  Punjab  &  Haryana  High  Court  as  Chairperson. Members of the aforesaid committee were:
- i.  Shri B.S.Sandhu, IPS (Retd.), former Director General of Police, Haryana.
- ii. Shri Devinder Sharma, Resident of Mohali.
- iii. Prof. Ranjit Singh Ghumman, Professor of Eminence at GNDU, Amritsar, Punjab.
- iv. Dr. Sukhpal Singh, Agricultural Economist, Punjab Agricultural University, Ludhiana, Punjab.
- v. Prof. Baldev Raj Kamboj, Vice-Chancellor, CCS Haryana Agricultural University, Hisar, Haryana- Special Invite.

## Grievance Redressal Mehanism under Major schemes of Department of Agriculture and Farmer's Welfare

## I. PM KISAN

For  prompt  resolution  of  issues  faced  by  the  farmers  under  the  PM-KISAN  scheme, following grievance redressal mechanisms are in place:

- CPGRAMS portal
- PM KISAN portal
- Letters and emails

Further, considering the large beneficiary base of the scheme, to promptly address the general  queries  and  grievances  raised  by  the  beneficiaries,  a  voice-based  PM-KISAN  AI Chatbot  (Kisan  e-Mitra)  was  developed.  This  Chatbot  provides  quick,  accurate,  and  clear responses  to  farmers'  queries  round  the  clock  in  their  native  languages,  making  the  system more accessible and user-friendly. It is accessible on all platforms such as web, mobile, etc. The Kisan eMitra Chatbot is available in 11 languages - English, Hindi, Odia, Tamil, Bengali, Malayalam, Gujarati, Punjabi, Kannada, Telugu, and Marathi. The chatbot had resolved over 95 lakh queries from 53 lakh farmers as on 15.07.2025.

## II. Pradhan Mantri Fasal Beema Yojna

A robust Grievance Redressal Mechanism is in place under the  Pradhan Mantri Fasal Bima Yojana (PMFBY). Different steps have been taken up by Government with the support of State  Governments  to  redress  the  complaints  raised  by  farmers.  To  comply  the  stratified Grievance Redressal Mechanism  under PMFBY,  many  States and UTs  have issued Notifications for constitution of the Grievance Redressal Committees (GRCs) at State, District and  Block  level  clearly  depicting  the  nature,  roles  and  responsibilities  of  the  functionaries entrusted specifying the timelines for disposal of Grievances.  Twenty (20) States/UTs including Uttar  Pradesh  have  constituted  and  notified  Grievance  Redressal  Committees  at  State  and District levels.

The  Notification  on  the  GRCs  are  published  through  electronic  and  print  media  and circulated  and  displayed in  vicinity  for  the  information  of  the  farmers  and  other  stakeholders. Copies of GRC Notification are displayed in the Notice Boards of implementing Departments, Banks,  Panchayati  Raj  Institutions,  Common  Service  Centres  and  Insurance  Companies  as well.  The  States maintain  the  data  of  complaints  received  and  disposed through these  State Level Grievance Redressal Committee(SGRCs)  &    District Level Grievance Redressal Committee (DGRCs).

In  addition  to  the  constitution  and  functioning  of  SGRCs  and  DGRCs,  in  2023,  a Centralized Farmers Grievance Portal named Krishi Rakshak Portal and Helpline (KRPH) with a facility for Toll Free Number - 14447 as a unified grievance redressal portal for the ease of grievance monitoring mechanism was launched under PMFBY. KRPH is functional in 9 regional languages  with  350  Call  Centre  Executives.  All  the  Stakeholders  including  Farmers,  Central Government, State Governments, Insurance Companies, Banks, Common Service Centers etc. are roped in KRPH ecosystem to ensure end-to-end accountability and transparency.

On  receipt  of  the  calls  from  farmers  in  KRPH  Toll  Free  Number  14447  on  their Grievances / Loss intimations / Queries, Tickets are generated against each call and a Docket ID  is  created  for  each  call.  This  docket  ID  is  shared  to  farmers  through  SMS  for  their documentation  and  further  tracking.  These  Tickets  are  further  escalated  to  the  Stakeholders (State Governments/ Insurance Companies/Banks/CSC for further examination and resolution. The Turn Around Time (TAT) for resolution of Tickets is 15 days.

## Farmer's Grievance redressal mechanism in Uttar Pradesh

Department  of  Agriculture,  Uttar  Pradesh  Govt  has  Farmers  grievance  redressal mechanism  at  two  levels  viz  L-1  and  L-2.  L-1  level,  redresses  the  problems  of  farmers related  to  implemented  schemes  at  district  level.  In  every  district,  Deputy  Director  of Agriculture along with team (DAO, PPO, BSA) resolves the problems of farmers related to farming  issues.  L-2  level,  which  is  established  at  Directorate  of  Agriculture,  under  the supervision of Additional Director of different subjects, when the farmer problems are not resolved by the L-1 level then it is forwarded to L-2 level.

In  Uttar  Pradesh,  Farmers  Grievance  Redressal  Schemes  is  highly  prioritized. Farmer related problems under the schemes are scrutinized by both levels (L-1 & L-2) and In Welfare Schemes like Pradhan Mantri Kisan Samman Nidhi Yojana (PM Kisan Yojana), problems are resolved by e-systems. At Headquarter Level, there is a unit of PM Kisan eoffice. The problem raised by the farmers at Block-Level is forwarded to District Level and finally is redressed at Headquarter Level e-office of PM Kisan.

In Uttar Pradesh, centrally sponsored Schemes are implemented in proper manner. The  responsibility  of  schemes  execution  is  with  District  Level  Officers  and  their  team. Farmers  are  also  supported  by  Gram  Panchayat  Extension  Functionaries  like  Technical Assistant and Block Technical Manager.

The schemes are monitored monthly by district level offices - Divisional Officer (Joint Director  Agriculture)  and  by  the  Task  force  Committee,  which  is  constituted  by  Director Agriculture, U.P. Govt.

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