Public Grievance Redressal: January 2025 Report
The Department of Administrative Reforms and Public Grievances (DARPG) has released its 30th monthly report on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for January 2025. This report offers a comprehensive analysis of public grievances across various states and Union Territories (UTs) in India. It highlights the types of grievances received, their resolution status, and the overall effectiveness of the grievance redressal system.
Overview of Grievances in January 2025
In January 2025, a total of 61,465 public grievances were registered on the CPGRAMS portal. Of these, 58,586 grievances were successfully redressed by the respective state and UT governments. However, the report indicates a backlog, with 188,408 grievances pending as of January 31, 2025. This marks an increase in pendency from the previous month, where 185,519 grievances were recorded. The report emphasizes the need for improved efficiency in addressing public grievances, as the monthly disposal rate has decreased compared to December 2024, when 67,193 cases were resolved.
Uttar Pradesh emerged as the state with the highest number of grievances, receiving 23,337 complaints in January alone. This was followed by Maharashtra, which also reported a significant number of grievances. The report underscores the importance of timely responses to public complaints, as unresolved issues can lead to public dissatisfaction and a lack of trust in government systems.
User Engagement and Registration Trends
The CPGRAMS portal saw a surge in user registrations in January 2025, with 56,214 new users signing up. Uttar Pradesh led the way with 8,843 registrations, indicating a growing awareness and utilization of the grievance redressal system among citizens. The integration of CPGRAMS with Common Service Centres (CSCs) has played a crucial role in this increase. More than 5 lakh CSCs, supported by 2.5 lakh Village Level Entrepreneurs (VLEs), facilitate the registration of grievances. In January, 5,863 grievances were filed through these centres, with Uttar Pradesh again topping the list with 1,725 complaints.
The rise in registrations suggests that citizens are becoming more proactive in seeking redress for their issues. The feedback mechanism has also been effective, with the Feedback Call Centre collecting 53,821 responses in January. This data is vital for assessing public satisfaction and identifying areas for improvement in service delivery.
State-wise Analysis of Grievances
The report provides a detailed state-wise analysis of grievances registered through the CPGRAMS portal. Uttar Pradesh not only had the highest number of grievances but also disposed of the most cases, resolving 21,899 complaints in January. Maharashtra followed with 5,138 grievances resolved. In total, 14 states and UTs managed to address over 1,000 grievances each during the month.
The report also highlights the major categories of grievances, which include issues related to pensions, ration distribution, and other welfare schemes. Understanding these categories is essential for policymakers to address systemic issues and improve service delivery. The data indicates that certain states are more efficient in grievance resolution, which can serve as a benchmark for others.
Success Stories in Grievance Resolution
The January report features five success stories that exemplify effective grievance resolution. One notable case is that of Smt. Indira Devi, who faced challenges in obtaining government benefits after being abandoned by her husband. With the intervention of local authorities, she received a certificate of abandonment, enabling her to access pension benefits.
Another case involved Shri Prashant Sharma, who successfully obtained his EWS certificate after his initial application was delayed. Similarly, Shri Deendayal Sharma’s pension was approved after addressing discrepancies in his documents. These stories illustrate the positive impact of the grievance redressal system on individuals’ lives.
Additionally, Smt. Sudesh Rani received her pending pension payments after filing a grievance, and Shri Sobaran Singh’s complaint about ration distribution led to an investigation and subsequent action against the responsible parties. These cases highlight the importance of a responsive grievance redressal mechanism in ensuring that citizens receive the benefits they are entitled to.
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