Lok Sabha Question No. 2050 (UNSTARRED), answered on 2026-02-11
Subject: Centralized Public Grievance Redress and Monitoring System
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Balya Mama Suresh Gopinath Mhatre

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO. 2050

(ANSWERED ON 11.02.2026)

## CENTRALIZED PUBLIC GRIEVANCE REDRESS AND MONITORING SYSTEM

## †2050. SHRI BALYA MAMA SURESH GOPINATH MHATRE:

Will the PRIME MINISTER be pleased to state:

- (a) whether it is a fact that several grievances are pending on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal and if so, the details thereof, district-wise ;

(b) the average number of days in which redressal is taking place in the public grievance redressal system and the number of complaints pending for more than 90 days;

- (c) whether the Government has taken any steps to resolve such complaints and if so, the details thereof and if not, the reasons therefor; and

(d) whether any online training programme has been started in Maharashtra under 'Mission Karmayogi and if so, the details thereof, district-wise?

## 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):  As  on  31.01.2026,  the  average  time  of  disposal  of  public  grievances  for  Central Government Ministries/ Departments is 15 days while the prescribed resolution timeline in Centralised  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS)  is  21  days. Hence, at anytime there are a large number of grievances under process as per the approved timelines  while  a  few  grievances  may  take  longer  than  the  prescribed  timeline  for  their disposal.

In  the  CPGRAMS,  on  matters  related  to  the  States/  Districts  the  grievances  are marked  to  the  State  Nodal  officers  and  the  grievance  pendency  figures  are  captured  and maintained Statewise.

(b):  In  the  year  2025,  average  disposal  time  of  grievances  on  CPGRAMS was  15  days for Central Government  Ministries/ Departments.  The  number  of  grievances pending  on CPGRAMS with Central Government Ministries/ Departments for more than 90 days, as on 31.01.2026,  were  5845  out  of  pending  grievances  totalling  71887  Central  Government Ministries/ Departments grievances.

(c):  The  Government has undertaken a comprehensive set of measures to reduce grievance pendency  and  improve  the  efficiency  of  the  grievance  redressal  process  through  the implementation  of  the  10-Step  Reforms  under  CPGRAMS.  Further,  the  Comprehensive

Guidelines  for  Effective  Redressal  of  Public  Grievances  were  issued  in  August  2024  to reduce grievance redressal timelines from 30 days to 21 days, and to mandate establishment of dedicated grievance cells, emphasis on root cause analysis and action on citizen feedback. To  facilitate  senior-level  review,  a  Review  Meeting  Module  has  been  operationalised  in CPGRAMS  in  February  2025.  DARPG  provides  financial  assistance  to  Administrative Training Institutes under the Sevottam Scheme for capacity building of officers of State/UT governments  on  grievance  redressal  mechanisms.  During  the  last  four  years,  1,010  such training programmes have been conducted, benefitting 33,775 Grievance Redressal Officers. DARPG also  conducts  monthly  review  meetings  with  State/UT  Nodal  Officers  to  ensure timely disposal of grievances. Further, DARPG organized a one week 'Prashasan Gaon Ko Ore'  Campaign  from  19th  to  25th  December  2025,  which,  inter-alia,  aims  at  resolving pending public grievances in CPGRAMS.

(d):  For  capacity  building  of  employees  of  Maharashtra  Government,  Tripartite  MoU  has been signed between Capacity Building Commission, Karmayogi Bharat-SPV & Government of Maharashtra. With respect to the State of Maharashtra, as of 4 February 2026, over 8.81 lakh employees of the Government of Maharashtra are registered on the iGOT Karmayogi platform,  collectively  recording  more  than  72.18  lakh  course  enrolments  and  50.76  lakh course  completions.  However,  the  platform  does  not  capture  or  maintain  geographical  or location-specific information of its users.

*******