February Grievance Report Highlights Government Efficiency

The Department of Administrative Reforms and Public Grievances (DARPG) has unveiled its monthly report for February 2025, detailing the performance of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). The report reveals that a total of 111,392 grievances were resolved by various Central Ministries and Departments, with an average disposal time of just 15 days. Additionally, the report highlights a significant increase in user registrations, particularly from Uttar Pradesh, and outlines key trends in grievance categories.

Grievance Resolution Progress

In February 2025, the CPGRAMS portal received 112,389 public grievances. Out of these, 111,392 were successfully addressed, leaving a backlog of 59,946 pending cases as of February 28. This marks a continued effort by the government to enhance the efficiency of grievance redressal mechanisms. The average time taken to resolve these grievances was recorded at 15 days, reflecting the effectiveness of the 10-step reform process implemented by DARPG to streamline operations and improve service delivery.

The report also indicates a notable increase in user engagement, with 47,599 new registrations on the CPGRAMS portal during February. Uttar Pradesh led the way with 7,312 new users, showcasing the growing public trust in the grievance redressal system. The integration of CPGRAMS with Common Service Centres (CSCs) has further facilitated access, allowing citizens to lodge grievances at over 500,000 CSCs nationwide.

Appeals and Backlog Analysis

February 2025 also saw the receipt of 12,649 appeals, with authorities managing to dispose of 15,399 appeals during the same period. However, the Central Secretariat reported a backlog of 22,410 pending appeals, highlighting the ongoing challenges in addressing public concerns promptly. The data underscores the importance of continuous improvement in the grievance redressal process to ensure that citizens receive timely resolutions to their issues.

The report includes a detailed analysis of grievances categorized by department, revealing trends in the types of issues most frequently reported. This information is crucial for identifying areas that require further attention and improvement, ensuring that the government can better serve the public’s needs.

Top Performers in Grievance Redressal

The Grievance Redressal Assessment and Index (GRAI) for February 2025 identified several top-performing departments. The Department of Food and Public Distribution, the Department of Telecommunications, and the Department of Posts excelled in handling grievances within Group A, which includes departments managing over 500 grievances. Meanwhile, the Ministry of Parliamentary Affairs, the Department of Land Resources, and the Ministry of Ayush were recognized as top performers in Group B, which encompasses departments with fewer than 500 grievances.

These rankings not only reflect the efficiency of these departments but also serve as benchmarks for others to aspire to. The report emphasizes the government’s commitment to improving public service delivery and enhancing citizen satisfaction through effective grievance resolution.

Success Stories of Grievance Resolution

The report also highlights four notable success stories that exemplify effective grievance resolution through the CPGRAMS portal. One such case involved Shri Ripu Sudan Shrivastava, who successfully had his pension revised under the One Rank One Pension (OROP) scheme after raising a grievance. Similarly, Shri Sumit Kumar’s appeal regarding a delayed insurance claim was resolved after he sought assistance through the portal.

Other success stories include Shri Aariv Harsh Mori, who faced delays in his son’s Aadhaar enrolment, and Shri Nagarajan N, who successfully obtained a new ATM card after reporting issues with his bank. These cases illustrate the tangible impact of the CPGRAMS system in addressing citizens’ concerns and ensuring timely resolutions.

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