CPGRAMS Grievance Redressal: Is AI Being Used For Automated Grievance Triage?

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online portal on which citizens can lodge complaints regarding public services or government departments of both the central and the state governments. On questions regarding the complaints lodged on CPGRAMS and government measures to strengthen the redressal system, Minister of State for Personnel, Public Grievances and Pensions, Jitendra Singh, gave a written reply in Lok Sabha on July 5, 2026. He outlined the redressal roadmap of the pensioner-centric ecosystem, including the artificial intelligence (AI) integration in the process to improve transparency and speed of service delivery.

According to the CPGRAMS monthly report for May 2026, a total of 85,900 public grievance (PG) cases were received by the state and Union Territories, of which 84,365 PG cases were redressed. According to the report, as on May 31, 2026, 22 state/UTs had more than 1,000 grievances pending for redressal, reflecting a total of 213,190 pending grievances. This is a 24 per cent rise in the pendency compared to December 2025.  

Samadhan Didi – The AI Chatbot For Faster Processing Of Complaints

To speed up the redressal process through automation, the government launched ‘Samadhan Didi’, an AI-enabled chatbot on May 30, 2026. 

This chatbot offers multilingual, voice-based assistance and can handle grievances in all 22 Indian languages.

According to the minister, by allowing citizens to register complaints through voice or text, the system removes traditional barriers for digitally illiterate or non-English speaking beneficiaries. 

The AI-led chatbot categorises the complaints intelligently without any manual intervention to identify complex bureaucratic structures. Instead, it identifies the correct ministry or the department for each grievance and routes the complaint to the relevant Grievance Redressal Officer (GRO) without delay.

In his reply, Singh said the government has taken several reforms to overhaul the CPGRAMS. In August 2024, it issued guidelines and reduced the grievance redressal timeline from 30 days to 21 days. However, the current system is resolving the issues in even less time. Between January 1 and July 15, 2026, CPGRAMS received over 1.50 million grievances, and the disposal time for redressal averaged at 13 days.

Singh further said that the annual volume of grievances has surged from roughly 200,000 before 2014 to nearly 2.50-3 million now. He attributed this increase to the enhanced public confidence in the system’s responsiveness to timelines rather than dissatisfaction among people.

Other Initiatives

While the AI use is limited to the chatbot that helps in triage of the complaints, other initiatives have been taken to streamline the process and minimise the causes of complaints. Bhavishya Portal is one such tool. It is also an online portal but only for central government civilian employees for their end-to-end pension processing, a huge segment that causes grievances.

The platform facilitates pensioners completing the entire process online, starting from the initial application to the issuance of the electronic pension payment order (PPO). With the upgraded technology, pensioners can submit their life certificate digitally using Aadhaar-based biometric authentication. So, digital technology, including AI, is being used in the complaint redressal space, too, for a smooth and seamless experience, he added.

He further said that the Department of Pension & Pensioners’ Welfare has also initiated a new scheme, ‘Improving Pensioners’ Welfare, to consolidate existing services into a single, unified pensioners portal, where they can find all the information regarding their pension-related needs.