The Department of Administrative Reforms and Public Grievances (DARPG) has released
The Department of Administrative Reforms and Public Grievances (DARPG) has published its monthly report for April 2025, detailing the performance of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). This 36th report highlights the resolution of over 125,000 grievances by various Central Ministries and Departments, with an average disposal time of 16 days. The report also notes a significant increase in user registrations and provides insights into grievances registered through Common Service Centres (CSCs).
Grievance Resolution Statistics
In April 2025, the CPGRAMS portal received a total of 122,785 public grievances (PG) and successfully redressed 125,027 cases. However, there remains a backlog of 59,084 unresolved grievances. The report emphasizes the efficiency of the grievance redressal process, which is part of a comprehensive 10-step reform initiative aimed at enhancing service delivery and reducing response times. The average time taken to resolve grievances during this period was recorded at 16 days, reflecting a commitment to improving public service responsiveness.
User Engagement and Registrations
The report also highlights a surge in user engagement, with 62,227 new registrations on the CPGRAMS portal in April 2025. Uttar Pradesh led the way with the highest number of registrations, totaling 9,327. This increase in user participation is crucial for the effectiveness of the grievance redressal system, as it allows more citizens to voice their concerns and seek resolutions. The integration of CPGRAMS with Common Service Centres (CSCs) has further facilitated this process, making it accessible to a broader audience.
Grievances Registered Through Common Service Centres
In April 2025, a total of 5,004 grievances were registered through Common Service Centres, which are now linked with the CPGRAMS portal. This integration allows citizens to submit their grievances at over 500,000 CSCs across the country, supported by approximately 250,000 Village Level Entrepreneurs (VLEs). The collaboration between CPGRAMS and CSCs aims to enhance the reach and effectiveness of the grievance redressal mechanism, ensuring that even those in remote areas can access government services and support.
Performance Assessment of Ministries and Departments
The report also includes a Grievance Redressal Assessment and Index (GRAI) for April 2025, showcasing the performance of various ministries and departments. The Department of Posts, Department of Telecommunications, and Department of Agriculture and Farmers Welfare emerged as top performers in the Group A category, which includes departments handling 500 or more grievances. Meanwhile, the Ministry of Parliamentary Affairs, Ministry of Tribal Affairs, and Ministry of Heavy Industries excelled in the Group B category, which encompasses departments managing fewer than 500 grievances. This assessment serves as a benchmark for evaluating the effectiveness of grievance redressal efforts across different sectors.
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