In the last three years, over 91 per cent of complaints have been resolved through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), according to the written reply on March 26, 2025, given by Jitendra Singh, Minister of State in the Ministry Of Personnel, Public Grievances and Pensions.
According to the reply, in three years from January 1, 2022, to December 31, 2024, the highest number of grievances was received in the government of Uttar Pradesh (750246) and the lowest in the Union Territory of Ladakh (590).
In terms of grievances redressal, Chandigarh tops the list with 99.2 per cent redressal (11600) during the last three years, followed by Andaman and Nicobar at 99.1 per cent (3936).
The least number of grievances were resolved in West Bengal with only 1 per cent (427) redressal, followed by Nagaland with 13 per cent (201) redressal of the complaints the state received.
What Is CPGRAMS?
CPGRAMS is an online portal where members of the public can lodge their grievances against any government department or ministry (including central/state/union territories).
To redress public grievances in general and against central government agencies, the Public Grievance Division has been in existence since December 1987. In 1997, it was made responsible for citizen-centric initiatives as well. The CPGRAMS was ideated and developed in 2007 and the portal has been evolving since then.
The complaints can be lodged online on the portal or offline by sending a post to the concerned office. Notably, the offline complaints are also digitised by uploading on the CPGRAMS portal by the concerned office and forwarded to the departments or ministries for redressal.
Grievance Redressal Measures:
The minister said that to reduce the number of grievances, the government has taken several steps, including mapping 103,183 grievance officers on the public grievance portal CPGRAMS
On August 23, 2024, the government issued public grievances redressal guidelines to integrate various platforms for grievances, create grievance cells in ministries/departments, strengthen the escalation process, and set up nodal offices. It reduced the redressal timeline from the previous 30 days to 21 days
In another reply On March 19 this month, the minister said that due to the efforts, the Grievance Redressal Assessment Index (GRAI) 2023, released in December 2024, shows significant improvements in government offices. The GRAI index ranks the government ministries/departments on a monthly and yearly basis. The index shows a 50 per cent improvement in 10 per cent of the ministries/departments, a 25-50 per cent improvement in 28 per cent of the ministries and departments, and less than 25 per cent improvement in the remaining 51 ministries/departments
Redressaal Over The Years And Pendency:
Singh said in another reply, “An all-time high of 26,45,869 grievances have been redressed on the CPGRAMS portal from January – December 2024”
In the last five years (from January 2020 to December 2024), around 1.16 crore complaints, including the brought forward cases, have been resolved
As of December 31, 2025, 58,138 complaints were pending, indicating the lowest-ever pendency. The lower pendency could be attributed to the huge number of redressals between January and December 2024 with an average resolution period of 13 days, much less than the set turn-around-time (TAT)
While the data shows improvement in the complaints redressal over the last few years, dealing with a government agency is still a hassle for many reasons. However, the facility to lodge a grievance online is convenient for citizens in terms of not only raising the issue but also tracking the resolution.
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