DARPG Releases Monthly Report on Grievance Redressal System

OV Desk

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for May, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 25th report on Central Ministries/Departments published by DARPG.

The progress for May, 2024 indicates 1,05,991 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from January to May, 2024 is 12 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines.

The report provides the data for new users registered on CPGRAMS through all the channels (CPGRAMS Portal, PMOPG Portal, Mobile Application) in the month of May, 2024. A total of 49486 new users registered in the month of May, 2024, with maximum registrations from Uttar Pradesh (7323) followed by Maharashtra with the number standing at 5290 registrations.

The said report also provides the state-wise analysis on the grievances registered through Common Service Centres in May, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). 6011 grievances were registered through CSCs in the month of May, 2024, in which maximum grievances were filed from Assam (2383 grievances) followed by Uttar Pradesh (831 grievances). It also highlights the major issues/categories for which the maximum grievances were registered through CSCs. The report also features Success Stories of effective grievance resolution.

In May, 2024, the Feedback Call Centre collected 71996 feedbacks. Out of the total feedback collected, ~49% of citizens expressed satisfaction with the resolution provided to their respective grievances. In May, 2024, 49109 feedbacks were collected for Central Ministries/Departments by the Feedback Call Centre, out of the feedbacks collected, ~52% citizens expressed satisfaction with the resolution provided. The performance of Central Ministries/Departments in the last 6 months, with respect to the satisfaction percentage of citizens is also present in the said report.

The report also features five success stories of effective grievance resolution from Central Ministries/Departments and States/UTs.

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for May, 2024 for Central Ministries/ Departments:

  1. PG Cases:
  • In May, 2024, 109889 PG cases were received on the CPGRAMS portal, 105991 PG cases were redressed and there exists a pendency of 81331 PG cases, as of 31st May, 2024
  • A total of 6011 grievances were registered through Common Service Centres in May, 2024.
  1. PG Appeals:
  • In May, 2024, 17306 appeals were received and 18607 appeals were disposed.
  • The Central Secretariat has a pendency of 23421 PG Appeals at the end of May, 2024
  1. Grievance Redressal Assessment and Index (GRAI) – May, 2024
  • Department of Revenue, Central Board of Indirect Taxes and Customs and Ministry of Drinking Water and Sanitation are the top performers in the Grievance Redressal Assessment & Index within Group A for May, 2024.
  • NITI Aayog, Ministry of Parliamentary Affairs and Ministry of Ayush are the top performers in the Grievance Redressal Assessment & Index within Group B for May, 2024.

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