Lok Sabha Question No. 5145 (UNSTARRED), answered on 2025-04-02
Subject: Disposal Rate of Grievance Redressal Mechanism
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Amrinder Singh Raja Warring

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

## LOK SABHA

## UNSTARRED QUESTION NO. 5145

(ANSWERED ON 02.04.2025)

## DISPOSAL RATE OF GRIEVANCE REDRESSAL MECHANISM

## 5145. SHRI AMRINDER SINGH RAJA WARRING:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government maintains any data on the disposal rate of public grievances registered on the grievance portal and if so, the details thereof;
- (b) the details of grievances registered on the portal, State-wise;
- (c)  the  measures  undertaken  by  the  Government  to  expedite  the  resolution  of  public  grievances across the country;
- (d) the details of vacancies in Central and State Government jobs in Punjab; and
- (e)  the  steps  taken  by  the  Government  to  ensure  that  all  vacant  Government  posts  in  Punjab  are filled?

## 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 1,15,52,503  grievances  were  redressed  from  2020-2024  and  an  annual  all-time  high  of 26,45,869  grievances  have  been  redressed  on  CPGRAMS  portal  from  January-December, 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  59,946  Public Grievances as on 28.02.2025. The average timelines of redressal have come down from 28 days in  2019  to  15  days  in  February,  2025.      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) and (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.

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Annex- 1 to the reply of Unstarred Question No: 5145, Lok Sabha (to be answered on 02.04.2025)

| 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   | 308124            |                 2615321 |         2923445 |                      2645869 |
| Total  |                   |                10758476 |        12096898 |                     11552503 |

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Annex- II to the reply of Unstarred Question No: 5145, Lok Sabha (to be answered on 02.04.2025) (State wise Grievance details for the period from 01.01.2020 to 31.12.2024). State wise progress report for 01-01-2020 to 31-12-2024

| State                                                |   Brought Forward |   Receipt During Period |   Total Receipt |   Total Disposed |   Total Pending |
|------------------------------------------------------|-------------------|-------------------------|-----------------|------------------|-----------------|
| Government of Andaman &Nicobar                       |                85 |                    5704 |            5789 |             5755 |              34 |
| Government of Andhra Pradesh                         |             29985 |                   39133 |           69118 |            65068 |            4050 |
| Government of Arunachal Pradesh                      |               548 |                    2400 |            2948 |             2762 |             186 |
| Government of Assam                                  |             28072 |                  130742 |          158814 |           154233 |            4581 |
| Government of Bihar                                  |             60836 |                  165978 |          226814 |           218951 |            7863 |
| Government of Chattisgarh                            |              5492 |                   44715 |           50207 |            48008 |            2199 |
| Government of Goa                                    |              1712 |                    7502 |            9214 |             8451 |             763 |
| Government of Gujarat                                |              9024 |                  266779 |          275803 |           270475 |            5328 |
| Government of Haryana                                |             45802 |                  157207 |          203009 |           191945 |           11064 |
| Government of Himachal Pradesh                       |             19520 |                   20727 |           40247 |            34533 |            5714 |
| Government of Jammu and Kashmir                      |             14759 |                   35398 |           50157 |            42810 |            7347 |
| Government of Jharkhand                              |             28379 |                   89637 |          118016 |           112206 |            5810 |
| Government of Karnataka                              |             42179 |                   96461 |          138640 |           133322 |            5318 |
| Government of Kerala                                 |             27008 |                   48583 |           75591 |            69811 |            5780 |
| Government of Madhya Pradesh                         |             99601 |                  183280 |          282881 |           279288 |            3593 |
| Government of Maharashtra                            |            119868 |                  212362 |          332230 |           313470 |           18760 |
| Government of Manipur                                |              1662 |                    6562 |            8224 |             5939 |            2285 |
| Government of Meghalaya                              |              1545 |                    2821 |            4366 |             3899 |             467 |
| Government of Mizoram                                |               515 |                    1748 |            2263 |             1496 |             767 |
| Government of Nagaland                               |               280 |                    2046 |            2326 |             1046 |            1280 |
| Government of NCT of Delhi                           |             14514 |                  147912 |          162426 |           156682 |            5744 |
| Government of Odisha                                 |             29692 |                   68923 |           98615 |            80240 |           18375 |
| Government of Puducherry                             |               628 |                    8535 |            9163 |             9116 |              47 |
| Government of Punjab                                 |             16701 |                  102648 |          119349 |           116235 |            3114 |
| Government of Rajasthan                              |            108046 |                  148558 |          256604 |           255197 |            1407 |
| Government of Sikkim                                 |               766 |                    1265 |            2031 |             2004 |              27 |
| Government of Tamil Nadu                             |             23673 |                  110690 |          134363 |           126461 |            7902 |
| Government of Telangana                              |              5781 |                   38749 |           44530 |            44224 |             306 |
| Government of Tripura                                |               551 |                    7662 |            8213 |             8160 |              53 |
| Government of Union Territory of Chandigarh          |               320 |                   20655 |           20975 |            20882 |              93 |
| Government of Union Territory of Dadra& Nagar Haveli |                52 |                    1789 |            1841 |             1716 |             125 |
| Government of Union Territory of Daman& Diu          |                37 |                    1879 |            1916 |             1719 |             197 |
| Government of Union Territory of Ladakh              |                 6 |                    1047 |            1053 |             1044 |               9 |
| Government of Union Territory of Lakshadweep         |                 2 |                    1065 |            1067 |             1038 |              29 |
| Government of Uttar Pradesh                          |            115976 |                 1169750 |         1285726 |          1273452 |           12274 |
| Government of Uttarakhand                            |             41131 |                   70583 |          111714 |           108676 |            3038 |
| Government of West Bengal                            |             46969 |                   76347 |          123316 |            83402 |           39914 |
| Total                                                |            941717 |                 3497842 |         4439559 |          4253716 |          185843 |

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