The details of public grievances received and redressed through Centralised Public Grievance Redress and Monitoring System (CPGRAMS) by State/UT governments, along with number of reminders filed by complainants during the last five years (2021 to 2025) is placed at Annexure-I. Appeal mechanism is available on CPGRAMS for grievances pertaining to Central Ministries/Departments.

CPGRAMS is a 24×7 online, citizen-facing platform that facilitates the lodging, forwarding, monitoring, and review of public grievances. The responsibility for grievance redressal, including initiation of disciplinary action against officials for failure to resolve grievances or for providing misleading replies, vests with the concerned Ministries/Departments and respective State/Union Territory Governments.

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 rationalise grievance redressal timelines from 30 days to 21 days, and to mandate establishment of dedicated grievance cells, emphasis on root cause analysis, action on citizen feedback, and strengthening of grievance escalation mechanisms. A dedicated Review Meeting Module has 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. During the last four years, 1,010 such training programmes have been conducted, benefitting 33,775 Grievance Redressal Officers from States/UTs. DARPG also conducts monthly review meetings with Nodal Officers of all State/UTs to ensure timely disposal of grievances.                

Annexure-I

Details of public grievances received and redressed through CPGRAMS by State/UT Governments along with number of reminders filed by complainants during the last five years (01.01.2021 to 31.12.2025)

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 Rajya Sabha today.

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NKR/KL