Reforms have reduced grievance redressal from 28 days in 2019 to 16 in 2025: Govt in Rajya Sabha
public grievances
from 28 days in 2019 to 16 days this year, the
Rajya Sabha
was informed on Thursday.
The government introduced 10-step reforms for the
Centralised Public Grievance Redress
and Monitoring System (
CPGRAMS
) in April 2022 to make
grievance redressal
timely, effective and accessible to the citizens,
Union Minister
of State for Personnel
Jitendra Singh
said in a written reply.
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The CPGRAMS allows citizens to raise grievances against government departments online.
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"In the period from 2022, 2023, 2024 and 2025 the CPGRAMS 10-step reforms enabled redressal of 80,36,042 grievances, mapped 1,05,681
Grievance Officers
(GROs), reduced timelines of grievance redressal from 28 days in 2019 to 16 days in 2025 and reduced pendency to 62,620 public grievances as on 30th June, 2025 for central ministries," he said.
Singh said the government issued comprehensive guidelines for effective redressal of public grievances on August 23 last year, reducing the grievance redressal timelines from 30 days to 21 days.
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These guidelines mandate the integration of public grievance platforms, establishment of dedicated grievance cells within ministries and departments, appointment of experienced and competent nodal and appellate officers, emphasis on root cause analysis and action on citizen feedback and the strengthening of grievance escalation mechanisms, he added.
As of June 30, the feedback call centre has completed 23 lakhs surveys, the minister said.
An appeal mechanism, with 90 nodal appellate authorities and 1,597 sub-appellate authorities, is available to a citizen in case she or he is not satisfied with the resolution, he said.
In the years 2022, 2023, 2024 and 2025 (till June 30), 7,75,240 appeals have been resolved, Singh said.
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