Lok Sabha Question No. 5456 (UNSTARRED), answered on 2026-03-25
Subject: Technology-based Grievance Redressal System
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri Anurag Sharma

## MINISTRY OF CONSUMER AFFAIRS, FOOD & PUBLIC DISTRIBUTION

## GOVERNMENT OF INDIA DEPARTMENT OF FOOD AND PUBLIC DISTRIBUTION

## LOK SABHA

UNSTARRED QUESTION NO. 5456

## TO BE ANSWERED ON 25TH MARCH, 2026

## TECHNOLOGY-BASED GRIEVANCE REDRESSAL SYSTEM

## 5456. SHRI ANURAG SHARMA:

Will  the Minister of CONSUMER AFFAIRS, FOOD AND  PUBLIC DISTRIBUTION be pleased to state:

- (a) : whether the Government is exploring or has launched  initiatives  to enhance transparency and accountability at Fair Price Shops so that foodgrains reach intended beneficiaries without diversion or leakage;
- (b): if  so, the details of such initiatives  including  use of technology, real-time monitoring,  social audits and inspections;
- (c): the details of the steps taken by the Government to strengthen technology-based grievance  redressal systems so that ration-related complaints are addressed promptly, transparently  and with accountability;
- (d) : whether Aadhaar seeding and e-KYC  of ration  cards have improved  following  Union Government reviews and if  so, the progress achieved so far, State-wise;
- (e) : whether Aadhaar-authenticated  distribution  offoodgrains  under the Public Distribution System (PDS) has increased during the last three years and if so, the details thereof; and
- (f): the details of the further steps proposed  by the Government to achieve universal Aadhaar authentication and complete coverage under the PDS across the country?

## ANSWER

## MINISTER OF STATE FOR MINISTRY  OF CONSUMER AFFAIRS, FOOD & PUBLIC DISTRIBUTION

(SHRIMATI NIMUBEN JAYANTIBHAI BAMBHANIYA)

- (a) &  (b):  Present Status of modernization efforts of  Public Distribution System (PDS) by the Department across the country are as follows -
- Ration cards/beneficiary's database have been completely digitized  (100%) in all States/UTs.
- Aadhaar seeding of  99.7% ration  cards have been completed  in the country.
- All  States/UTs have been regularly urged to complete the eKYC so that the benefits of the scheme reach the entitled  beneficiaries.  The eKYC  has been completed  for  87.37% beneficiaries.
- Nearly 5.50 Lakh (99.8%) out of total 5.51 Lakh Fair Price Shops (FPSs) in the country have been automated by installing  ePoS devices for  the distribution  offoodgrains through Aadhaar biometric authentication of beneficiaries
- Introduction of Anna Sahayata, an advanced Al-enabled WhatsApp and IVRS-based grievance redressal system, allowing beneficiaries  to lodge complaints in their own language using these platforms.
- Mera Ration Mobile App, which enables beneficiaries to check their entitlements, member and demographic details, last month's  distribution  status, nearby FPS location,  and to lodge grievances directly through the app.
- Anna Mhra mobile app enables the field  level functionaries as well  FPS dealers to run day to day PDS operations.
- For effective and efficient  implementation of the distribution  process, the Department has urged the States to integrate the ePOS devices in FPS with weighing scales.

(c): The  Department has undertaken several measures to  strengthen digital  monitoring  and grievance redressal mechanisms under the Public Distribution System (PDS),

Firstly, grievance  redressal s?stems have  been  strengthened through  the  universal availability  of  toll-free  helplines (1967/1800 series) across all  States/UTs. In  addition, Anna Sahayata (ASHA)  has been introduced as an Al-enabled  grievance  redressal platform  leveraging WhatsApp and IVRS  channels, enabling beneficiaries to lodge complaints and provide feedback in their preferred regional languages.

The Mera Ration Mobile App also provides an integrated  interface for beneficiaries to access their  entitlement details, view  transaction history, locate nearby FPSs, and register grievances directly.

Further, monitoring has been strengthened through integration with  the  CPGRAMS platform,  wherein States/UTs have been advised to adhere to the prescribed timeline  of  21 days for  grievance disposal. Grievance pendency is regularly  monitored through dashboards, and periodic  advisories are issued to  ensure timely  resolution.  States/UTs with  high  pendency are specifically flagged for corrective action.

These initiatives  collectively  enhance transparency, improve  accountability,  and ensure timely  delivery of  services to beneficiaries under the PDS .

- (d): Aadhaar seeding and e-KYC  of ration cards  have improved following  regular reviews and monitoring by the Central Government with States/UTs. Aadhaar seeding of ration cards has increased  from  99.3% in  February 2025 to 99.7% in  February 2026. Similarly,  the e-KYC of beneficiaries  has increased from  about 76% in  February 2025 to  87.37% in  February 2026, reflecting  steady progress in strengthening beneficiary authentication under  the  Public Distribution  System.  Further, the state-wise  status of Aadhaar  seeding  and e-KYC  of ration cards is placed at Annexure-I  and Annexure-II  respectively.
- (e) &  (f): Aadhaar-authenticated  distribution  offoodgrains  under the Public Distribution  System has improved over the past year. The share of Aadhaar-authenticated transactions has increased from 98.00% in Feb 2023 to 98.75 % in February 2026.

The Government is continuously  working  with  States/UTs to  further enhance coverage through wider  use of ePoS devices at Fair  Price Shops, Aadhaar seeding of beneficiaries,  and completion of  e-KYC,  so as to achieve near 100% Aadhaar-authenticated  distribution  in  the country.

R +eRSc +eSq

## State-wise status of Aadhar  Seeding

| S.No.   | State/UT                         | % Seeding of Ration Cards   |
|---------|----------------------------------|-----------------------------|
| I       | Andaman And Nicobar Islands      | 100.00%                     |
| 2       | Andhra Pradesh                   | 100.00%                     |
| 3       | Arunachal Pradesh                | 80.60%                      |
| 4       | Assam                            | 99.90%                      |
| 5       | Bihar                            | 99.80%                      |
| 6       | Chandigarh                       | 99.70%                      |
| 7       |                                  | 100.00%                     |
| 8       | Dadar& Nagar Haveli & Daman& Diu | 100.00%                     |
| 9       | Delhi                            | 100.00%                     |
| 10      | Goa                              | 99.90%                      |
| 11      | Gujarat                          | 99.90%                      |
| 12      | na                               | 100.00%                     |
| 13      | Himachal Pradesh                 | 100.00%                     |
| 14      | JammuAnd Kashmir                 | 100.00%                     |
| 15      | Jharkhand                        | 98.70%                      |
| 16      | Karnataka                        | 100.00%                     |
| 17      | Kerala                           | 100.00%                     |
| 18      | Ladakh                           | 100.00%                     |
| 19      | Lakshadwee1                      | 100.00%                     |
| 20      | a                                | 100.00%                     |
| 21      | Maharashtra                      | 100.00%                     |
| 22      | Manipur                          | 99.70%                      |
| 23      | Meghalava                        | 85.10%                      |
| 24      | Z                                | 99.90%                      |
| 25      | Naga land                        | 98.40%                      |
| 26      | mc                               | 99.80%                      |
| 27      |                                  | 99.90%                      |
| 28      |                                  | 100.00%                     |
| 29      | Rajasthan                        | 97.50%                      |
| 30      | mr                               | 100.00%                     |
| 31      | Tamil Nadu                       | 100.00%                     |
| 32      | Telangana                        | 100.00%                     |
| 33      |                                  | 99.90%                      |
| 34      |                                  | 100.00%                     |
| 35      | Uttar Pradesh                    | 100.00%                     |
| 36      | West Bengal                      | 100.00%                     |
|         | National Summar                  | 99.70%                      |

## State/UT wise status of e-KYC

| S No.   | State/UT                         | e-KY(=%   |
|---------|----------------------------------|-----------|
|         | Andaman & Nicobar Islands        | 99.52%    |
| 2       | Andhra Pradesh                   | 93.39%    |
| 3       | Assam                            | 83.44%    |
| 4       | Arunachal Pradesh                | 45.31%    |
| 5       | Bihar                            | 80. 10%   |
| 6       | Chandigarh(DBT)                  | 96.65%    |
| 7       | Chhattisgarh                     | 90.35%    |
| 8       | Delhi                            | 84.69%    |
| 9       | Dadra Nagar Haveli and Daman&Diu | 78.57%    |
| 10      | Haryana                          | 58.61%    |
| 11      | Himachal Pradesh                 | 96.96%    |
| 12      | Goa                              | 79.50%    |
| 13      | Guiarat                          | 94.54%    |
| 14      | Jammu& Kashmir                   | 92.26%    |
| 15      | Jharkhand                        | 77. 10%   |
| 16      | Karnataka                        | 98.79%    |
| 17      | Kerala                           | 98.71%    |
| 18      | Ladakh                           | 100.00%   |
| 19      | Lakshadweep                      | 88.02%    |
| 20      | Madhya Pradesh                   | 93.18%    |
| 21      | Maharashtra                      | 59. 17%   |
| 22      | Manipur                          | 54.28%    |
| 23      | Wghalaya                         | 56.05%    |
| 24      | Mizoram                          | 79.3 1%   |
| 25      | Nagaland                         | 72.87%    |
| 26      |                                  | 66.07%    |
| 27      | Rajasthan                        | 95.51%    |
| 28      | Sikkim                           | 81.75%    |
| 29      | Tamil Nadu                       | 91.03%    |
| 30      | Telangana                        | 86.69%    |
| 31      | m)                               | 84.18%    |
| 32      | Ma                               | 87.53%    |
| 33      | m(                               | 97.10%    |
| 34      | Uttarakhand                      | 69.32%    |
| 35      | Uttar Pradesh                    | 92.70%    |
| 36      |                                  | 98.63%    |
|         | TOTAL                            | 87,37%    |