Lok Sabha Question No. 4299 (UNSTARRED), answered on 2026-03-18
Subject: Digital Grievance Redressal through Central Platforms
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Ms Kangna Ranaut

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

## LOK SABHA UNSTARRED QUESTION NO.4299

(ANSWERED ON 18.03.2026)

## DIGITAL GRIEVANCE REDRESSAL THROUGH CENTRAL PLATFORMS

## 4299. MS KANGNA RANAUT:

Will the PRIME MINISTER be pleased to state:

- (a)  the  details  of  the  number  of  citizen  grievances  received  through  central  digital  grievance portals and mobile applications during the last five years, year-wise;
- (b)  the  average  time  taken  for  disposal  of  such  grievances  and  the  proportion  resolved  within prescribed timelines;
- (c)  whether  any  Ministries  or  Departments  have  been  flagged  for  repeated  delays  or  poor resolution quality and if so, the details thereof;
- (d)  the  steps  taken  by  the  Government  to  improve  accountability  and  inter-departmental coordination in digital grievance redressal; and
- (e)  whether  any  structured  mechanism  exists  for  inter-ministerial  coordination  in  cases  where grievances pertain to multiple Ministries/Departments and if so, the details thereof?

## 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  number  of  grievances  received  on  the  Centralised  Public  Grievance  Redress  and Monitoring System (CPGRAMS), including through the mobile application, during the last five years and the current year, is given below:
- (b):  In  the  year  2025,  the  average  time  for  disposal  of  public  grievances  for  Central Government Ministries/Departments was 15 days, and 82.1% of grievances were disposed of within the prescribed timeline of 21 days.
- (c):  The Department of Administrative Reforms and Public Grievances (DARPG) regularly reviews  grievance disposal  performance  of Ministries/Departments  and States/UTs  through

| Year                    | Total Grievances received   |
|-------------------------|-----------------------------|
| 2021                    | 20,00,590                   |
| 2022                    | 19,18,238                   |
| 2023                    | 19,53,057                   |
| 2024                    | 26,15,321                   |
| 2025                    | 22,78,256                   |
| 2026 (up to 28.02.2026) | 4,23,922                    |
| Total                   | 1,11,89,384                 |

monthly  review meetings.  Ministries/Departments and  States/UTs  with  higher  pendency  or delays are advised to take corrective measures.

(d):  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. Further, the 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  operationalised  in CPGRAMS 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.  Further,  the Government  is  undertaking  development  of  an  end-to-end  IT  solution  for  the  Public Grievance System of the Government of India using emerging technologies.

(e): CPGRAMS  provides  a  structured workflow for transfer of grievances between Ministries/Departments  and  States/UTs  where  matters  pertain  to  multiple  organisations. Nodal officers coordinate examination and redirection of such grievances through the system to ensure appropriate redressal to citizens' grievances.

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