Over 1.25 Lakh Grievances Resolved via CPGRAMS

Over 1.25 Lakh Grievances Resolved via CPGRAMS

Why in the News ?

The Department of Administrative Reforms and Public Grievances (DARPG) reported that over 1.25 lakh public grievances were addressed in April 2025 through CPGRAMS. The report ranks ministries based on performance and highlights states with the highest user registrations, notably Uttar Pradesh.

Over 1.25 Lakh Grievances Resolved via CPGRAMS

Grievance Redressal through CPGRAMS:

  • The 36th Monthly Report of CPGRAMS was released by DARPG for April 2025.
  • 25 lakh grievances were resolved by various Central Ministries and Departments.
  • The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) serves as a digital platform for citizens to lodge complaints.

Top Performing Ministries

  • In Group ‘A’ category, top performers were:
    • Department of Posts
    • Department of Telecommunications
    • Department of Agriculture and Farmers Welfare
  • In Group ‘B’ category, top performers included:
    • Ministry of Parliamentary Affairs
    • Ministry of Tribal Affairs
    • Ministry of Heavy Industries

User Registration and Insights

  • Nearly 48,000 new users registered on CPGRAMS in April.
  • Uttar Pradesh recorded the highest number of registrations.

  • The report includes a detailed analysis of the types, categories, and disposal methods of public grievances, promoting transparency and accountability in governance.

About Centralized Public Grievance Redress and Monitoring System (CPGRAMS):

●     About: 24×7 online platform for citizens to lodge grievances related to service delivery.

●     Coverage: Single portal connected to all Central Ministries/Departments and State Governments.

●     Developed by: Department of Administrative Reforms and Public Grievances (DARPG).

●     Global Recognition: Recognized by Commonwealth Secretariat as a best governance practice.

Key Reforms (Part of 10-step CPGRAMS Reforms):

●     Tech Upgrade: Use of AI/ML to prioritize grievances, identify trends, and detect systemic issues.

●     Language Support: Integration with AI-based Bhashini for multilingual grievance redressal.

●     Assessment Index: Evaluates grievance redressal via 4 dimensions—Efficiency, Feedback, Domain, Organisational Commitment—using 11 indicators.