The Department of Administrative Reforms and Public Grievances (DARPG) has released
The Department of Administrative Reforms and Public Grievances (DARPG) has unveiled its monthly report for June 2025, detailing the performance of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). This 38th report highlights the resolution of over 134,000 grievances by various Central Ministries and Departments. The report also notes a significant increase in user registrations and feedback collection, showcasing the system’s ongoing efforts to enhance public service delivery.
Grievance Resolution Statistics
In June 2025, the CPGRAMS portal received a total of 135,555 public grievances. Of these, 134,540 grievances were successfully addressed, leaving a backlog of 62,620 unresolved cases. The average time taken to resolve these grievances was 15 days, reflecting the efficiency of the system in handling public complaints. The report emphasizes the importance of timely grievance redressal as part of the 10-step reform process adopted by DARPG, aimed at improving service quality and reducing response times.
Appeals and Their Disposition
The month of June also saw a notable activity in grievance appeals, with 21,755 new appeals filed. In a remarkable achievement, 29,314 appeals were disposed of during the same period, marking the highest number of disposals recorded by the Central Secretariat in the past six months. This achievement coincided with the lowest appeal pendency for the year, which stood at just 16,058 pending appeals. Such statistics indicate a robust mechanism in place for addressing public concerns and enhancing accountability within government departments.
User Engagement and Feedback Collection
The report highlights a surge in user engagement, with 58,502 new users registering on the CPGRAMS portal in June 2025. Uttar Pradesh led the way with the highest number of registrations, totaling 9,589. Additionally, the Feedback Call Centre collected 68,132 feedback responses, of which 39,240 were specifically related to Central Ministries and Departments. This influx of feedback is crucial for assessing public satisfaction and identifying areas for improvement in service delivery.
Top Performers in Grievance Redressal
The Grievance Redressal Assessment and Index (GRAI) for June 2025 recognized several departments for their outstanding performance. The Department of Land Resources, the Department of Telecommunications, and the Department of Posts emerged as top performers in the Group A category, which includes departments handling 500 or more grievances. Meanwhile, the Ministry of Tribal Affairs, the Ministry of Parliamentary Affairs, and the Ministry of Ayush excelled in the Group B category, which encompasses departments with fewer than 500 grievances. These rankings reflect the commitment of these departments to effectively address public grievances and enhance overall service quality.
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