Lok Sabha Question No. 6033 (UNSTARRED), answered on 2026-04-01
Subject: Improvement of CPGRAMS
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Deepender Singh Hooda

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO.6033

(ANSWERED ON 01.04.2026)

## IMPROVEMENT OF CPGRAMS

## 6033. SHRI DEEPENDER SINGH HOODA:

Will the PRIME MINISTER be pleased to state:

- (a)  the  details  of  the  total  number  of  complaints  received,  resolved  and  pending  in  the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) during the last ten years and the current year, Ministry, State/Union Territory and year-wise;
- (b)  whether  CPGRAMS  is maintaining  a  constant  and  satisfactory  rate  of  grievance  redressal across Ministries and States/UTs and if so, the details thereof and if not, the reasons therefor;
- (c) the steps taken or proposed to be taken by the Government to ensure that pending complaints are resolved within a time-bound framework including timelines by which the remaining backlog is likely to be cleared; and
- (d) whether the Government has prepared a time-bound action plan to improve the efficiency of CPGRAMS so that grievances are addressed promptly and on a near-immediate basis and if so, the details of such a roadmap and implementation schedule and if not, the reasons therefor?

## 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):  The  details  of  grievances  received,  disposed  and  pending  in  the  Centralised  Public Grievance  Redress  and  Monitoring  System  (CPGRAMS)  during  the  last  ten  years  and  the current year,  Ministry/Department, State/Union Territory and  year-wise, are  given in Annexures I, II and III respectively.
- (b): The effectiveness of the grievance redressal process is monitored through feedback given by complainants on resolution. A dedicated feedback portal is available to the Ministries/Departments/States/UTs  to  monitor  citizen  satisfaction  against  each  grievance. During  the  period  from  1 st January,  2025  to  28 th February,  2026,  out  of  approx.  6  lakh resolved grievances 69.8% were rated as satisfactory by complainants.
- (c)  and  (d):  The  Department  of  Administrative  Reforms  and  Public  Grievances  (DARPG) regularly reviews grievance disposal performance of Ministries/Departments and States/UTs through  monthly  review  meetings.  Ministries/Departments  and  States/UTs  with  higher pendency  or  delays  are  advised  to  take  corrective  measures.  Further,  the  Government  has undertaken  several  measures  to  improve  accountability  and  efficiency  of  the  grievance redressal mechanism under CPGRAMS, including implementation of the 10-Step Reforms. Comprehensive  Guidelines  for  Effective  Redressal  of  Public  Grievances,  issued  in  August

2024, rationalised the grievance redressal timeline from 30 days to 21 days and mandate the establishment of dedicated grievance cells, emphasis on root cause analysis, action on citizen feedback, and strengthening of grievance escalation mechanisms. A Review Meeting Module has  also  been  operationalized  in  CPGRAMS  in  February  2025  to  facilitate  senior-level review of public grievances. For capacity building of officers of State/UT Governments on grievance redressal mechanisms, financial assistance is provided to Administrative Training Institutes under the Sevottam Scheme.

******

## Annexure I

## Ministry/Department  wise  -  details  of  grievances  received,  disposed  and  pending  in CPGRAMS during the last ten years and the current year (01.01.2016 to 28.02.2026)

| Ministry/Department                                                      |   Brought Forward |   Receipt |   Disposed |   Pending |
|--------------------------------------------------------------------------|-------------------|-----------|------------|-----------|
| Central Board of Direct Taxes (Income Tax)                               |              8135 |    510278 |     512330 |      6083 |
| Central Board of Indirect Taxes and Customs                              |               940 |    155166 |     155900 |       206 |
| Department for Promotion of Industry and Internal Trade                  |               145 |     23307 |      23327 |       125 |
| Department of Administrative Reforms and Public Grievances - PG Division |                22 |     23910 |      23872 |        60 |
| Department of Agriculture and Farmers Welfare                            |              1149 |    469979 |     468008 |      3120 |
| Department of Agriculture Research and Education                         |               580 |     18956 |      19445 |        91 |
| Department of Animal Husbandry, Dairying                                 |               264 |     17644 |      17814 |        94 |
| Department of Atomic Energy                                              |               219 |     15695 |      15856 |        58 |
| Department of Bio Technology                                             |               177 |      3549 |       3717 |         9 |
| Department of Chemicals and Petrochemicals                               |                38 |      5918 |       5947 |         9 |
| Department of Commerce                                                   |               608 |     48519 |      48626 |       501 |
| Department of Consumer Affairs                                           |               995 |    143236 |     143954 |       277 |
| Department of Defence                                                    |              5468 |    153515 |     158643 |       340 |
| Department of Defence Finance                                            |               399 |    177338 |     174654 |      3083 |
| Department of Defence Production                                         |               308 |     24785 |      24952 |       141 |
| Department of Defence Research and Development                           |                39 |     10427 |      10325 |       141 |
| Department of Economic Affairs ACC Division                              |               754 |     45244 |      45538 |       460 |
| Department of Empowerment of Persons with Disabilities                   |                62 |     29337 |      29272 |       127 |
| Department of Ex Servicemen Welfare                                      |              1065 |    182106 |     182155 |      1016 |
| Department of Expenditure                                                |               315 |     42241 |      42343 |       213 |
| Department of Fertilizers                                                |               248 |      6729 |       6955 |        22 |
| Department of Financial Services (Banking Division)                      |              5106 |   1505438 |    1507252 |      3292 |
| Department of Financial Services (Insurance Division)                    |               675 |    225633 |     225973 |       335 |
| Department of Financial Services (Pension Reforms)                       |                 0 |     23777 |      23722 |        55 |
| Department of Fisheries                                                  |                 0 |      2729 |       2702 |        27 |
| Department of Food and Public Distribution                               |               181 |     67701 |      65495 |      2387 |
| Department of Health &Family Welfare                                     |              3163 |    317372 |     318462 |      2073 |
| Department of Health Research                                            |               110 |     16193 |      16255 |        48 |
| Department of Higher Education                                           |              6543 |    232352 |     237648 |      1247 |
| Department of Investment& Public Asset Management                        |                 3 |      7760 |       7717 |        46 |
| Department of Justice                                                    |               226 |    112980 |     113118 |        88 |
| Department of Land Resources                                             |                63 |     22663 |      22649 |        77 |
| Department of Legal Affairs                                              |               661 |     37120 |      37624 |       157 |

| Department of Military Affairs                          |    0 |   40414 |   39128 |   1286 |
|---------------------------------------------------------|------|---------|---------|--------|
| Department of Official Language                         |   39 |    3262 |    3297 |      4 |
| Department of Personnel and Training                    | 1230 |  269475 |  269693 |   1012 |
| Department of Pharmaceuticals                           |  391 |   15450 |   15796 |     45 |
| Department of Posts                                     |  864 |  524549 |  523925 |   1488 |
| Department of Public Enterprises                        |    3 |    8128 |    8091 |     40 |
| Department of Revenue                                   | 5213 |  179894 |  184762 |    345 |
| Department of Rural Development                         | 1007 |  810606 |  810501 |   1112 |
| Department of School Education and Literacy             | 5574 |  193402 |  197589 |   1387 |
| Department of Science and Technology                    | 1362 |   24890 |   26188 |     64 |
| Department of Scientific & Industrial Research          |  141 |   12388 |   12497 |     32 |
| Department of Social Justice and Empowerment            |  442 |   65521 |   65757 |    206 |
| Department of Space                                     |  110 |    5640 |    5719 |     31 |
| Department of Sports                                    | 1183 |   15038 |   16131 |     90 |
| Department of Telecommunications                        | 4672 |  680130 |  684068 |    734 |
| Department of Youth Affairs                             |   53 |    9032 |    9045 |     40 |
| Legislative Department                                  |  267 |   11028 |   11257 |     38 |
| Ministry of Coal                                        |  723 |   45182 |   45768 |    137 |
| Ministry of Ayush                                       |  370 |   31080 |   31343 |    107 |
| Ministry of Civil Aviation                              | 1371 |   94967 |   95929 |    409 |
| Ministry of Cooperation                                 |    0 |   81955 |   81477 |    478 |
| Ministry of Corporate Affairs                           | 1742 |  151377 |  152502 |    617 |
| Ministry of Culture                                     |  376 |   25913 |   26233 |     56 |
| Ministry of Development of North Eastern Region         |   81 |    2585 |    2666 |      0 |
| Ministry of Drinking Water and Sanitation               |  293 |   48885 |   48564 |    614 |
| Ministry of Earth Sciences                              |   73 |    4875 |    4941 |      7 |
| Ministry of Electronics& Information Technology         |  268 |   90246 |   90197 |    317 |
| Ministry of Environment, Forest and Climate Change      | 4240 |   61006 |   64889 |    357 |
| Ministry of External Affairs                            |  514 |  171174 |  170524 |   1164 |
| Ministry of Food Processing Industries                  |   68 |    7200 |    7240 |     28 |
| Ministry of Heavy Industries                            |  437 |   14778 |   15192 |     23 |
| Ministry of Home Affairs                                | 5006 |  425960 |  428041 |   2925 |
| Ministry of Housing and Urban Affairs                   | 2228 |  242109 |  242349 |   1988 |
| Ministry of Information and Broadcasting                | 5687 |   65686 |   71208 |    165 |
| Ministry of Labour and Employment                       | 1028 | 1088078 | 1074670 |  14436 |
| Ministry of Micro Small and Medium Enterprises          |  213 |   78194 |   76213 |   2194 |
| Ministry of Mines                                       |  230 |   14501 |   14659 |     72 |
| Ministry of Minority Affairs                            |  185 |   21888 |   21974 |     99 |
| Ministry of New and Renewable Energy                    |  636 |   12260 |   12760 |    136 |
| Ministry of Panchayati Raj                              |   30 |   55742 |   53510 |   2262 |
| Ministry of Parliamentary Affairs                       |   91 |   18490 |   18571 |     10 |
| Ministry of Petroleum and Natural Gas                   | 1415 |  190272 |  190197 |   1490 |
| Ministry of Power Ministry of Railways ( Railway Board) |  432 |   45953 |   46296 |     89 |
|                                                         | 9760 |  589480 |  595011 |   4229 |

| Ministry of Road Transport and Highways                            |   4523 |   210970 |   214269 |   1224 |
|--------------------------------------------------------------------|--------|----------|----------|--------|
| Ministry of Shipping                                               |    179 |    18052 |    18189 |     42 |
| Ministry of Skill Development and Entrepreneurship                 |    134 |    43933 |    43685 |    382 |
| Ministry of Statistics and Programme Implementation                |     65 |     5022 |     5067 |     20 |
| Ministry of Steel                                                  |    157 |    14835 |    14950 |     42 |
| Ministry of Textiles                                               |    119 |    13286 |    13376 |     29 |
| Ministry of Tourism                                                |    666 |    20628 |    21168 |    126 |
| Ministry of Tribal Affairs                                         |     89 |    16524 |    16566 |     47 |
| Ministry of Water Resources, River Development& Ganga Rejuvenation |    805 |    35092 |    35716 |    181 |
| Ministry of Women and Child Development                            |    254 |    65359 |    65254 |    359 |
| NITI Aayog                                                         |   1134 |    27470 |    28571 |     33 |
| O/o the Comptroller &Auditor General of India                      |     75 |    64268 |    64254 |     89 |
| Staff Selection Commission                                         |     78 |   140024 |   139894 |    208 |
| Unique Identification Authority of India                           |    268 |   170332 |   168502 |   2098 |

## Annexure II

State/UT  wise  -  details  of  grievances  received,  disposed  and  pending  in  CPGRAMS during the last ten years and the current year (01.01.2016 to 28.02.2026)

| State/UT                                |   Brought Forward |   Receipt |   Disposed |   Pending |
|-----------------------------------------|-------------------|-----------|------------|-----------|
| Government of Andaman &Nicobar          |               593 |      9150 |       9684 |        59 |
| Government of Andhra Pradesh            |             15187 |     84726 |      94953 |      4960 |
| Government of Arunachal Pradesh         |               283 |      4382 |       4394 |       271 |
| Government of Assam                     |              4781 |    167755 |     169868 |      2668 |
| Government of Bihar                     |              9114 |    300734 |     297196 |     12652 |
| Government of Chattisgarh               |              1078 |     97759 |      91533 |      7304 |
| Government of Goa                       |               417 |     13568 |      13221 |       764 |
| Government of Gujarat                   |              6423 |    437007 |     438997 |      4433 |
| Government of Haryana                   |             18135 |    308283 |     316051 |     10367 |
| Government of Himachal Pradesh          |              2905 |     42601 |      38355 |      7151 |
| Government of Jammu and Kashmir         |              3148 |     57981 |      54433 |      6696 |
| Government of Jharkhand                 |              6365 |    154718 |     156393 |      4690 |
| Government of Karnataka                 |             12650 |    202007 |     205935 |      8722 |
| Government of Kerala                    |              6287 |     83635 |      88870 |      1052 |
| Government of Madhya Pradesh            |             13120 |    338483 |     339350 |     12253 |
| Government of Maharashtra               |             35027 |    429576 |     431545 |     33058 |
| Government of Manipur                   |               378 |      9580 |       8578 |      1380 |
| Government of Meghalaya                 |               235 |      4738 |       4687 |       286 |
| Government of Mizoram                   |                83 |      2469 |       2511 |        41 |
| Government of Nagaland                  |               134 |      2901 |       1702 |      1333 |
| Government of NCT of Delhi              |             13262 |    302071 |     310545 |      4788 |
| Government of Odisha                    |              6627 |    116673 |     112165 |     11135 |
| Government of Puducherry                |               811 |     13474 |      14098 |       187 |
| Government of Punjab                    |              5913 |    161546 |     161270 |      6189 |
| Government of Rajasthan                 |             18171 |    317387 |     332091 |      3467 |
| Government of Sikkim                    |               194 |      2094 |       2262 |        26 |
| Government of Tamil Nadu                |              3126 |    197844 |     192101 |      8869 |
| Government of Telangana                 |              3790 |     74831 |      78567 |        54 |
| Government of Tripura                   |               383 |     12616 |      12853 |       146 |
| Government of UT of Chandigarh          |              1577 |     35944 |      37357 |       164 |
| Government of UT of Dadra &Nagar Haveli |               169 |      3124 |       3094 |       199 |
| Government of UT of Daman& Diu          |                99 |      3091 |       2926 |       264 |
| Government of UT of Ladakh              |                 0 |      1144 |       1102 |        42 |
| Government of UT of Lakshadweep         |                69 |      1502 |       1554 |        17 |
| Government of Uttar Pradesh             |             61842 |   2058402 |    2095797 |     24447 |
| Government of Uttarakhand               |              5901 |    128687 |     132997 |      1591 |
| Government of West Bengal               |             11293 |    136983 |     137042 |     11234 |

## Year wise - details of grievances received, disposed and pending in CPGRAMS during the last ten years and the current year

| Year                    |   Brought Forward |   Receipt During Period |   Total Disposed |   Total Pending |
|-------------------------|-------------------|-------------------------|------------------|-----------------|
| 2016                    |            449626 |                 1483166 |          1262213 |          670579 |
| 2017                    |            670579 |                 1866124 |          1773016 |          763687 |
| 2018                    |            763687 |                 1586415 |          1506405 |          843697 |
| 2019                    |            843697 |                 1867759 |          1639853 |         1071603 |
| 2020                    |           1071603 |                 2271270 |          2319569 |         1023304 |
| 2021                    |           1023304 |                 2000590 |          2135923 |          887971 |
| 2022                    |            887971 |                 1918238 |          2143468 |          662741 |
| 2023                    |            662741 |                 1953057 |          2307674 |          308124 |
| 2024                    |            308124 |                 2615321 |          2645869 |          277576 |
| 2025                    |            277576 |                 2278256 |          2279040 |          276792 |
| 2026 (till 28- 02-2026) |            276792 |                  423922 |           406799 |          293915 |