Lok Sabha Question No. 4286 (UNSTARRED), answered on 2026-03-18
Subject: Accessibility of the Grievance Redressal Mechanism
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Aditya Yadav

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

## LOK SABHA UNSTARRED QUESTION NO.4286

(ANSWERED ON 18.03.2026)

## ACCESSIBILITY OF THE GRIEVANCE REDRESSAL MECHANISM

## # 4286. SHRI ADITYA YADAV:

Will the PRIME MINISTER be pleased to state:

(a)  whether  the  Government  has  assessed  the  effectiveness  and  accessibility  of  the  grievance redressal  mechanism  available  to  the  Government  employees  and  pensioners  of  the  country including  Budaun  district  of  Uttar  Pradesh  having  a  population  of  over  Thirty  One  lakhs particularly focusing on the timeliness of grievance resolution, digital grievance reporting system and pension disbursement processes which affect thousands of beneficiaries; (b) if so, the details thereof along with the efforts made/ likely to be made by the Government for the modernisation of the grievance redressal forums, enhancing transparency and accountability, ensuring timely and accurate pension payments and improving the support services for the public servants and pensioners particularly in Budaun district of Uttar Pradesh; and (c) 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) to (c): The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available 24×7 for citizens to lodge grievances relating to service delivery by  public  authorities.  The  platform  is  connected  to  all  Ministries/Departments  of  the Government of India and the States/UTs and enables online submission and monitoring of grievances.  CPGRAMS  is  also  accessible  through  a  mobile  application  and  through  the Common Service Centres (CSCs) network to enhance accessibility, particularly in rural and remote areas.

The Government has undertaken several measures to improve the effectiveness and timeliness of grievance redressal 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  the  fresh  development  of  an  end-to-end  IT  solution  for  the  Public  Grievance System of the Government of India using latest emerging technologies.

The  grievance  portal  of  the  Government  of  Uttar  Pradesh,  namely  'Jansunwai  Samadhan', is integrated with CPGRAMS,  and  grievances pertaining to the State

Government  received  on  CPGRAMS  are  transferred  to  the  State  portal  for  redressal. However, district-specific analytical assessments regarding the functioning or accessibility of grievance redressal mechanisms in individual districts, including Budaun, are not maintained centrally.

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