PARLIAMENT QUESTION: DIGITAL GRIEVANCE REDRESSAL THROUGH CENTRAL PLATFORMS
PARLIAMENT QUESTION: DIGITAL GRIEVANCE REDRESSAL THROUGH CENTRAL PLATFORMS
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:
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
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.
The Department of Administrative Reforms and Public Grievances (DARPG) regularly reviews grievance disposal performance of Ministries/Departments and States/UTs through
monthly review meetings. Ministries/Departments and States/UTs with higher pendency or delays are advised to take corrective measures.
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.
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.
This information was given by Union Minister of State (Independent Charge) for Science & Technology and Earth Sciences, and Minister of State in the Prime Minister’s Office, Personnel, Public Grievances and Pensions, Atomic Energy and Space, Dr. Jitendra Singh, in a written reply in the Lok Sabha on Wednesday.