Lok Sabha Question No. 1647 (UNSTARRED), answered on 2025-12-10
Subject: CPGRAMS
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Ms Kangna Ranaut, Shri Damodar Agrawal, Shri Chavda Vinod Lakhamshi, Smt. Shobhanaben Mahendrasinh Baraiya

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

## LOK SABHA UNSTARRED QUESTION NO. 1647

(ANSWERED ON 10.12.2025)

## CPGRAMS

## †1647.  SHRI CHAVDA VINOD LAKHAMSHI: SHRI DAMODAR AGRAWAL: SMT. SHOBHANABEN MAHENDRASINH BARAIYA: MS KANGNA RANAUT:

Will the PRIME MINISTER be pleased to state:

- (a)  the  current  trends  in  receipt,  disposal  and  pendency  of  complaints  received  under  the Centralized Public Grievances Redressal and Monitoring System (CPGRAMS) developed by the Government;
- (b)  the manner in which the recently introduced Review Meeting Module implemented by the Government has improved the quality and monitoring of grievance redressal in Ministries and Departments;
- (c) the extent to which the integration of CPGRAMS with Common Service Centres (CSCs) has  been  able  to  expand  the  reach  of  complaint registration  espectally  in  rural  and  remote areas;
- (d) the measures taken/being taken by the Government  to enhance the efficiency, transparency and user experience of CPGRAMS in view of administrative reforms; and (e)  the  details  of  receipt,  disposal  and  pendency  of  registered  complaints  from  across  the country, State and year-wise including Himachal Pradesh and Rajasthan during the last five years?

## 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 of and pending on CPGRAMS during the last five years are as under:

|   Year | Brought Forward   | Receipts   | Disposals   | Pending   |
|--------|-------------------|------------|-------------|-----------|
|   2021 | 10,23,304         | 20,00,590  | 21,35,923   | 8,87,971  |
|   2022 | 8,87,971          | 19,18,238  | 21,43,468   | 6,62,741  |
|   2023 | 6,62,741          | 19,53,057  | 23,07,674   | 3,08,124  |
|   2024 | 3,08,124          | 26,15,321  | 26,45,869   | 2,77,576  |

| 2025 (Till 30th November 2025)   | 2,77,576   | 20,53,859   | 20,69,327   | 2,62,108   |
|----------------------------------|------------|-------------|-------------|------------|

As per the data, grievance receipts have remained broadly stable with a rising trend in 2024, disposals have shown a steady upward trend and have remained higher than receipts. The pendency has declined consistently over the period and came down from 10,23,304 at the beginning of the year 2021  to 2,62,108 as on 30 th  November, 2025. Since 21 days are allowed to Grievance Redressal Officers (GROs) to dispose of the grievances, most of these grievances are work in progress within the permitted timeframe.

(b):  A  dedicated  Review  Meeting  module  has  been  operationalized  in  CPGRAMS  in February,  2025  to  facilitate  senior  level  reviews  of  public  grievances  to  enhance  the efficiency  and  quality  of  the  redressal  process.  A  similar  module  for  State/UTs  has  been made  operational  in  June,  2025.  A  total  221  senior  level  review  meetings  have  been conducted by Central Ministries/Departments till 30.11.2025, wherein 7483 grievances have been  reviewed  at  the  senior  level.  This  has  strengthened  monitoring,  sensitised  the  entire grievance-handling chain, and given impetus to reducing pendency and ensuring quality in disposal.

(c): CPGRAMS has been integrated with the Common Service Centre (CSC) portal with the view to enhance its outreach particularly in rural or remote areas, and is available at more than  5  lakh  CSCs,  associating  with  2.5  lakh  Village  Level  Entrepreneurs  (VLEs).  The integration with CSCs has significantly expanded outreach of CPGRAMS and ensured digital inclusion in grievance redressal. A total of 5,63,819 grievances have been registered through the CSCs since its integration with CPGRAMS in 2022.

(d):  The  Government  introduced  the  10-step  reforms  for  Centralized  Public  Grievance Redress  and  Monitoring  System  (CPGRAMS)  in  April  2022  to  make  grievance  redressal timely,  effective and  accessible to  the  Citizens.  Further,  the  Government  issued  the Comprehensive  Guidelines  for  Effective  Redressal  of  Public  Grievances  in  August  2024 reducing  the  grievance  redressal  timelines  from  30  days  to  21  days.  These  guidelines mandate the integration of public grievance platforms, establishment of dedicated grievance cells  within  Ministries  and  Departments,  appointment  of  experienced and  competent  nodal and appellate officers, emphasis on root cause analysis and action on citizen feedback, and the strengthening of grievance escalation mechanisms.

(e):  The  details  of  receipts,  disposal  and  pendency  of  grievances  received  from  across  the country, State and year wise including data for Himachal Pradesh and Rajasthan, are placed at Annexure-I.

******

## Annexure-I

|                                          | 2021            | 2021                  | 2021           | 2021          |
|------------------------------------------|-----------------|-----------------------|----------------|---------------|
| Complainant's State                      | Brought Forward | Receipt During Period | Total Disposed | Total Pending |
| Andaman And Nicobar Islands              | 242             | 1349                  | 1408           | 183           |
| Andhra Pradesh                           | 33316           | 29445                 | 28628          | 34133         |
| Arunachal Pradesh                        | 612             | 464                   | 679            | 397           |
| Assam                                    | 33822           | 20749                 | 20207          | 34364         |
| Bihar                                    | 85079           | 94312                 | 90130          | 89261         |
| Chhattisgarh                             | 7772            | 22829                 | 27183          | 3418          |
| Chandigarh                               | 3186            | 12265                 | 12490          | 2961          |
| Daman and Diu                            | 70              | 286                   | 305            | 51            |
| Delhi                                    | 42843           | 150031                | 159764         | 33110         |
| Dadra and Nagar Haveli and Daman and Diu | 127             | 725                   | 776            | 76            |
| Goa                                      | 2050            | 2952                  | 3100           | 1902          |
| Gujarat                                  | 20151           | 122950                | 121393         | 21708         |
| Himachal Pradesh                         | 22244           | 11037                 | 16466          | 16815         |
| Haryana                                  | 32750           | 76401                 | 79435          | 29716         |
| Jharkhand                                | 20810           | 33584                 | 38298          | 16096         |
| Jammu And Kashmir                        | 12552           | 13078                 | 15377          | 10253         |
| Kerala                                   | 12545           | 46675                 | 52115          | 7105          |
| Karnataka                                | 39436           | 78964                 | 63391          | 55009         |
| Lakshadweep                              | 16              | 62                    | 70             | 8             |
| Ladakh                                   | 20              | 222                   | 192            | 50            |
| Meghalaya                                | 1483            | 786                   | 1012           | 1257          |
| Maharashtra                              | 154936          | 180091                | 254693         | 80334         |
| Manipur                                  | 1666            | 1743                  | 1799           | 1610          |
| Madhya Pradesh                           | 126915          | 104618                | 117447         | 114086        |
| Mizoram                                  | 420             | 329                   | 284            | 465           |
| Nagaland                                 | 231             | 423                   | 399            | 255           |
| Odisha                                   | 36967           | 30166                 | 34882          | 32251         |
| Punjab                                   | 27595           | 42636                 | 38065          | 32166         |
| Puducherry                               | 854             | 2982                  | 3348           | 488           |
| Rajasthan                                | 34863           | 99207                 | 121098         | 12972         |
| Sikkim                                   | 385             | 298                   | 565            | 118           |
| Telangana                                | 5739            | 41792                 | 43414          | 4117          |
| Tamil Nadu                               | 39573           | 87950                 | 98417          | 29106         |
| Tripura                                  | 738             | 3813                  | 3805           | 746           |
| Uttarakhand                              | 35717           | 30536                 | 39446          | 26807         |
| Uttar Pradesh                            | 108540          | 455938                | 451459         | 113019        |
| West Bengal                              | 67590           | 149770                | 140157         | 77203         |
| Not Provided                             | 9449            | 49132                 | 54226          | 4355          |
| Total                                    | 1023304         | 2000590               | 2135923        | 887971        |

|                                          | 2022            | 2022                  | 2022           | 2022          |
|------------------------------------------|-----------------|-----------------------|----------------|---------------|
| Complainant's State                      | Brought Forward | Receipt During Period | Total Disposed | Total Pending |
| Andaman And Nicobar Islands              | 183             | 1503                  | 1521           | 165           |
| Andhra Pradesh                           | 34133           | 27252                 | 28354          | 33031         |
| Arunachal Pradesh                        | 397             | 479                   | 506            | 370           |
| Assam                                    | 34364           | 37291                 | 54579          | 17076         |
| Bihar                                    | 89261           | 128016                | 159628         | 57649         |
| Chhattisgarh                             | 3418            | 20664                 | 21125          | 2957          |
| Chandigarh                               | 2961            | 10330                 | 9640           | 3651          |
| Daman and Diu                            | 51              | 321                   | 263            | 109           |
| Delhi                                    | 33110           | 161502                | 163156         | 31456         |
| Dadra and Nagar Haveli and Daman and Diu | 76              | 465                   | 464            | 77            |
| Goa                                      | 1902            | 2686                  | 3586           | 1002          |
| Gujarat                                  | 21708           | 114592                | 108776         | 27524         |
| Himachal Pradesh                         | 16815           | 10877                 | 12328          | 15364         |
| Haryana                                  | 29716           | 77028                 | 77066          | 29678         |
| Jharkhand                                | 16096           | 35642                 | 34999          | 16739         |
| Jammu And Kashmir                        | 10253           | 14043                 | 12537          | 11759         |
| Kerala                                   | 7105            | 31690                 | 33975          | 4820          |
| Karnataka                                | 55009           | 67140                 | 93600          | 28549         |
| Lakshadweep                              | 8               | 32                    | 35             | 5             |
| Ladakh                                   | 50              | 121                   | 138            | 33            |
| Meghalaya                                | 1257            | 744                   | 999            | 1002          |
| Maharashtra                              | 80334           | 163497                | 155930         | 87901         |
| Manipur                                  | 1610            | 1495                  | 1732           | 1373          |
| Madhya Pradesh                           | 114086          | 95660                 | 168839         | 40907         |
| Mizoram                                  | 465             | 283                   | 379            | 369           |
| Nagaland                                 | 255             | 395                   | 412            | 238           |
| Odisha                                   | 32251           | 32685                 | 28958          | 35978         |
| Punjab                                   | 32166           | 48249                 | 34738          | 45677         |
| Puducherry                               | 488             | 2804                  | 2716           | 576           |
| Rajasthan                                | 12972           | 103267                | 105593         | 10646         |
| Sikkim                                   | 118             | 235                   | 313            | 40            |
| Telangana                                | 4117            | 35739                 | 35930          | 3926          |
| Tamil Nadu                               | 29106           | 75842                 | 90307          | 14641         |
| Tripura                                  | 746             | 3386                  | 3454           | 678           |
| Uttarakhand                              | 26807           | 29981                 | 50168          | 6620          |
| Uttar Pradesh                            | 113019          | 446612                | 516002         | 43629         |
| West Bengal                              | 77203           | 100220                | 94587          | 82836         |
| Not Provided                             | 4355            | 35470                 | 36135          | 3690          |
| Total                                    | 887971          | 1918238               | 2143468        | 662741        |

|                                          | 2023            | 2023                  | 2023           | 2023          |
|------------------------------------------|-----------------|-----------------------|----------------|---------------|
| Complainant's State                      | Brought Forward | Receipt During Period | Total Disposed | Total Pending |
| Andaman And Nicobar Islands              | 165             | 1691                  | 1707           | 149           |
| Andhra Pradesh                           | 33031           | 25031                 | 50130          | 7932          |
| Arunachal Pradesh                        | 370             | 605                   | 837            | 138           |
| Assam                                    | 17076           | 67567                 | 67582          | 17061         |
| Bihar                                    | 57649           | 117322                | 162248         | 12723         |
| Chhattisgarh                             | 2957            | 23495                 | 24056          | 2396          |
| Chandigarh                               | 3651            | 9776                  | 12124          | 1303          |
| Daman and Diu                            | 109             | 269                   | 274            | 104           |
| Delhi                                    | 31456           | 123112                | 137247         | 17321         |
| Dadra and Nagar Haveli and Daman and Diu | 77              | 305                   | 288            | 94            |
| Goa                                      | 1002            | 2887                  | 3168           | 721           |
| Gujarat                                  | 27524           | 104536                | 117482         | 14578         |
| Himachal Pradesh                         | 15364           | 11010                 | 21852          | 4522          |
| Haryana                                  | 29678           | 76564                 | 90177          | 16065         |
| Jharkhand                                | 16739           | 49897                 | 58896          | 7740          |
| Jammu And Kashmir                        | 11759           | 15328                 | 24396          | 2691          |
| Kerala                                   | 4820            | 26358                 | 28141          | 3037          |
| Karnataka                                | 28549           | 62360                 | 75999          | 14910         |
| Lakshadweep                              | 5               | 39                    | 40             | 4             |
| Ladakh                                   | 33              | 350                   | 356            | 27            |
| Meghalaya                                | 1002            | 1137                  | 1733           | 406           |
| Maharashtra                              | 87901           | 164761                | 226251         | 26411         |
| Manipur                                  | 1373            | 3623                  | 2224           | 2772          |
| Madhya Pradesh                           | 40907           | 101404                | 132018         | 10293         |
| Mizoram                                  | 369             | 459                   | 586            | 242           |
| Nagaland                                 | 238             | 833                   | 445            | 626           |
| Odisha                                   | 35978           | 47296                 | 55997          | 27277         |
| Punjab                                   | 45677           | 61875                 | 100139         | 7413          |
| Puducherry                               | 576             | 3551                  | 3689           | 438           |
| Rajasthan                                | 10646           | 89750                 | 91193          | 9203          |
| Sikkim                                   | 40              | 218                   | 225            | 33            |
| Telangana                                | 3926            | 29571                 | 31076          | 2421          |
| Tamil Nadu                               | 14641           | 98414                 | 85077          | 27978         |
| Tripura                                  | 678             | 2639                  | 2786           | 531           |
| Uttarakhand                              | 6620            | 29427                 | 31911          | 4136          |
| Uttar Pradesh                            | 43629           | 441881                | 453237         | 32273         |
| West Bengal                              | 82836           | 128134                | 180794         | 30176         |
| Not Provided                             | 3690            | 29582                 | 31293          | 1979          |
| Total                                    | 662741          | 1953057               | 2307674        | 308124        |

|                                          | 2024            | 2024                  | 2024           | 2024          |
|------------------------------------------|-----------------|-----------------------|----------------|---------------|
| Complainant's State                      | Brought Forward | Receipt During Period | Total Disposed | Total Pending |
| Andaman And Nicobar Islands              | 149             | 1816                  | 1847           | 118           |
| Andhra Pradesh                           | 7932            | 35392                 | 37655          | 5669          |
| Arunachal Pradesh                        | 138             | 700                   | 710            | 128           |
| Assam                                    | 17061           | 781291                | 788470         | 9882          |
| Bihar                                    | 12723           | 92611                 | 92806          | 12528         |
| Chhattisgarh                             | 2396            | 25309                 | 24612          | 3093          |
| Chandigarh                               | 1303            | 8557                  | 9161           | 699           |
| Daman and Diu                            | 104             | 104                   | 121            | 87            |
| Delhi                                    | 17321           | 119396                | 119466         | 17251         |
| Dadra and Nagar Haveli and Daman and Diu | 94              | 520                   | 481            | 133           |
| Goa                                      | 721             | 2976                  | 2824           | 873           |
| Gujarat                                  | 14578           | 99353                 | 104629         | 9302          |
| Himachal Pradesh                         | 4522            | 12237                 | 10719          | 6040          |
| Haryana                                  | 16065           | 86475                 | 86758          | 15782         |
| Jharkhand                                | 7740            | 49041                 | 49298          | 7483          |
| Jammu And Kashmir                        | 2691            | 20158                 | 15218          | 7631          |
| Kerala                                   | 3037            | 29536                 | 24962          | 7611          |
| Karnataka                                | 14910           | 66933                 | 72264          | 9579          |
| Lakshadweep                              | 4               | 142                   | 123            | 23            |
| Ladakh                                   | 27              | 280                   | 281            | 26            |
| Meghalaya                                | 406             | 2274                  | 2157           | 523           |
| Maharashtra                              | 26411           | 161903                | 160105         | 28209         |
| Manipur                                  | 2772            | 4107                  | 4661           | 2218          |
| Madhya Pradesh                           | 10293           | 100249                | 103173         | 7369          |
| Mizoram                                  | 242             | 1162                  | 672            | 732           |
| Nagaland                                 | 626             | 739                   | 454            | 911           |
| Odisha                                   | 27277           | 51140                 | 58669          | 19748         |
| Punjab                                   | 7413            | 66164                 | 67428          | 6149          |
| Puducherry                               | 438             | 3676                  | 3648           | 466           |
| Rajasthan                                | 9203            | 90104                 | 92997          | 6310          |
| Sikkim                                   | 33              | 353                   | 339            | 47            |
| Telangana                                | 2421            | 31215                 | 30981          | 2655          |
| Tamil Nadu                               | 27978           | 80446                 | 96312          | 12112         |
| Tripura                                  | 531             | 3086                  | 3346           | 271           |
| Uttarakhand                              | 4136            | 31971                 | 31652          | 4455          |
| Uttar Pradesh                            | 32273           | 434590                | 439328         | 27535         |
| West Bengal                              | 30176           | 92911                 | 81113          | 41974         |
| Not Provided                             | 1979            | 26404                 | 26429          | 1954          |
| Total                                    | 308124          | 2615321               | 2645869        | 277576        |

|                                          | 2025 (till 30 November 2025)   | 2025 (till 30 November 2025)   | 2025 (till 30 November 2025)   | 2025 (till 30 November 2025)   |
|------------------------------------------|--------------------------------|--------------------------------|--------------------------------|--------------------------------|
| Complainant's State                      | Brought Forward                | Receipt During Period          | Total Disposed                 | Total Pending                  |
| Andaman And Nicobar Islands              | 118                            | 1789                           | 1763                           | 144                            |
| Andhra Pradesh                           | 5669                           | 45671                          | 45840                          | 5500                           |
| Arunachal Pradesh                        | 128                            | 897                            | 850                            | 175                            |
| Assam                                    | 9882                           | 30433                          | 34874                          | 5441                           |
| Bihar                                    | 12528                          | 107426                         | 102426                         | 17528                          |
| Chhattisgarh                             | 3093                           | 28151                          | 25359                          | 5885                           |
| Chandigarh                               | 699                            | 8082                           | 7950                           | 831                            |
| Daman and Diu                            | 87                             | 65                             | 74                             | 78                             |
| Delhi                                    | 17251                          | 136609                         | 134142                         | 19718                          |
| Dadra and Nagar Haveli and Daman and Diu | 133                            | 580                            | 530                            | 183                            |
| Goa                                      | 873                            | 2706                           | 2804                           | 775                            |
| Gujarat                                  | 9302                           | 103763                         | 104120                         | 8945                           |
| Himachal Pradesh                         | 6040                           | 12855                          | 12051                          | 6844                           |
| Haryana                                  | 15782                          | 97491                          | 99423                          | 13850                          |
| Jharkhand                                | 7483                           | 47012                          | 48847                          | 5648                           |
| Jammu And Kashmir                        | 7631                           | 22181                          | 23337                          | 6475                           |
| Kerala                                   | 7611                           | 31743                          | 36185                          | 3169                           |
| Karnataka                                | 9579                           | 95912                          | 92564                          | 12927                          |
| Lakshadweep                              | 23                             | 152                            | 147                            | 28                             |
| Ladakh                                   | 26                             | 212                            | 211                            | 27                             |
| Meghalaya                                | 523                            | 1166                           | 1428                           | 261                            |
| Maharashtra                              | 28209                          | 181727                         | 172606                         | 37330                          |
| Manipur                                  | 2218                           | 4831                           | 5833                           | 1216                           |
| Madhya Pradesh                           | 7369                           | 119587                         | 113302                         | 13654                          |
| Mizoram                                  | 732                            | 671                            | 1315                           | 88                             |
| Nagaland                                 | 911                            | 596                            | 484                            | 1023                           |
| Odisha                                   | 19748                          | 44814                          | 51489                          | 13073                          |
| Punjab                                   | 6149                           | 55624                          | 54373                          | 7400                           |
| Puducherry                               | 466                            | 3181                           | 2851                           | 796                            |
| Rajasthan                                | 6310                           | 106062                         | 105497                         | 6875                           |
| Sikkim                                   | 47                             | 410                            | 406                            | 51                             |
| Telangana                                | 2655                           | 37005                          | 37272                          | 2388                           |
| Tamil Nadu                               | 12112                          | 79248                          | 80167                          | 11193                          |
| Tripura                                  | 271                            | 3850                           | 3744                           | 377                            |
| Uttarakhand                              | 4455                           | 36971                          | 38259                          | 3167                           |
| Uttar Pradesh                            | 27535                          | 476664                         | 469150                         | 35049                          |
| West Bengal                              | 41974                          | 100119                         | 130000                         | 12093                          |
| Not Provided                             | 1954                           | 27606                          | 27618                          | 1942                           |
| Total                                    | 277576                         | 2053862                        | 2069291                        | 262147                         |

*****