Centralised Public Grievances Redress and Monitoring System (CPGRAMS)
Centralised Public Grievances Redress and Monitoring System (CPGRAMS) – Grievance cell has been set up for redressal of complaints received from various Ministries: Lok Sabha QA
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)
LOK SABHA UNSTARRED QUESTION NO. 2451 (TO BE ANSWERED ON 16.03.2022)
GRIEVANCE CELL
2451. SHRI MOHANBHAI KALYANJI KUNDARIYA:
Will the PRIME MINISTER be pleased to state:
(a) whether a grievance cell has been set up for redressal of complaints received from various Ministries?
(b) if so, the details of the complaints received and that are pending during the last three years and the current year?
(c) the details of the individuals and the departments against which the complaints have been received? and
(d) the details of the efforts being made for quick redressal of complaints?
ANSWER
MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE (DR. JITENDRA SINGH)
(a) to (c): The Government has set up a grievance redressal platform namely Centralised Public Grievances Redress and Monitoring System (CPGRAMS) through which a Citizen can register his/ her grievances pertaining to any Central Ministry/Department or Departments in States /UTs. All Ministries/Departments / States /UTs have access to this system and grievances are resolved by them directly. Details of Ministries/ Departments against whom grievances have been received is given at annexure I. The details of complaints received and pending in the last three years is attached at Annexure -II.
(d): The grievances are to be attended promptly. The Government has recently reduced the time-frame of grievance redressal in CPGRAMS from 60 days to 45 days. Directions were issued to resolve COVID 19 related grievances maximum within 3 days. CPGRAMS version 7.0 which was rolled out in 2019 ensures direct transition of grievance to the concerned grievance redressal officer in the fields by skipping intermediate levels. This has helped in reduction in redressal time of a grievance. Periodic reviews are undertaken to ensure that the grievances are addressed in time. However, certain grievances which cannot be disposed within the stipulated time frame due to policy issue or litigation etc are also monitored closely. A provision to reflect age wise pendency has been created in CPGRAMS to keep a tab on pending grievances. The Government has undertaken special campaign for reducing pendency from 2nd – 31st October 2021 when about 3 lakh public grievances were disposed of. The institutional mechanism to monitor pendency created during the Special Campaign has been continued to review pendency in identified categories including public grievances on a monthly basis through a central monitoring dashboard.
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Annexure I
Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)
(b) Details of complaints received during and pending in last three years (2019, 2020 & 2021):-
| Year | Brought Forward | Received | Total Received | Disposed | Pending |
| 2019 | 843697 | 1867758 | 2711455 | 1639852 | 1071603 |
| 2020 | 1071603 | 2271270 | 3342873 | 2319569 | 1023304 |
| 2021 | 1023304 | 2000590 | 3023894 | 2135923 | 887971 |
Annexure – II
Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)
(C) Ministry/Department wise grievances received and disposed Ministry/Department wise Report Period of Report – 01.01.2019 to 31.12.2021
| Sl No. | Ministry/Department/Org | Total Receipt |
| 1. | Central Board of Direct Taxes (Income Tax) |
131008 |
| 2. | Central Board of Indirect Taxes and Customs |
47614 |
| 3. | Department for Promotion of Industry and Internal Trade |
7200 |
| 4. | Department of Administrative Reforms and Public Grievances – PG Division |
1703 |
| 5. | Department of Agriculture and Farmers Welfare |
125213 |
| 6. | Department of Agriculture Research and Education |
6585 |
| 7. | Department of Animal Husbandry, Dairying |
5802 |
| 8. | Department of Atomic Energy | 5390 |
| 9. | Department of Bio Technology | 1762 |
| 10. | Department of Chemicals and Petrochemicals |
2221 |
| 11. | Department of Commerce | 16823 |
| 12. | Department of Consumer Affairs | 38619 |
| 13. | Department of Defence | 43095 |
| 14. | Department of Defence Finance | 47594 |
| 15. | Department of Defence Production | 8105 |
| 16. | Department of Defence Research and Development | 3889 |
| 17. | Department of Economic Affairs ACC Division | 13888 |
| 18. | Department of Empowerment of Persons with Disabilities | 8875 |
| 19. | Department of Ex Servicemen Welfare | 24564 |
| 20. | Department of Expenditure | 17118 |
| 21. | Department of Fertilizers | 2780 |
| 22. | Department of Financial Services (Banking Division) | 458743 |
| 23. | Department of Financial Services (Insurance Division) | 66392 |
| 24. | Department of Financial Services (Pension Reforms) | 8503 |
| 25. | Department of Fisheries | 859 |
| 26. | Department of Food and Public Distribution | 13935 |
| 27. | Department of Health & Family Welfare | 92496 |
| 28. | Department of Health Research | 9240 |
| 29. | Department of Heavy Industry | 4099 |
| 30. | Department of Higher Education | 71450 |
| 31. | Department of Investment & Public Asset Management | 2462 |
| 32. | Department of Justice | 29472 |
| 33. | Department of Land Resources | 2669 |
| 34. | Department of Legal Affairs | 13719 |
| 35. | Department of Military Affairs | 14535 |
| 36. | Department of Official Language | 1147 |
| 37. | Department of Personnel and Training | 80518 |
| 38. | Department of Pharmaceutical | 6036 |
| 39. | Department of Posts | 159814 |
| 40. | Department of Public Enterprises | 2185 |
| 41. | Department of Revenue | 60234 |
| 42. | Department of Rural Development | 18367 |
| 43. | Department of School Education and Literacy | 72501 |
| 44. | Department of Science and Technology | 6057 |
| 45. | Department of Scientific & Industrial Research |
3789 |
| 46. | Department of Social Justice and Empowerment | 19898 |
| 47. | Department of Space | 2213 |
| 48. | Department of Sports | 3873 |
| 49. | Department of Telecommunications | 207992 |
| 50. | Department of Youth Affairs | 3058 |
| 51. | Legislative Department | 4699 |
| 52. | Ministry of Coal | 13504 |
| 53. | Ministry of Ayush | 13670 |
| 54. | Ministry of Civil Aviation | 43389 |
| 55. | Ministry of Cooperation | 2781 |
| 56. | Ministry of Corporate Affairs | 51784 |
| 57. | Ministry of Culture | 8613 |
| 58. | Ministry of Development of North Eastern Region | 1095 |
| 59. | Ministry of Drinking Water and Sanitation | 7184 |
| 60. | Ministry of Earth Sciences | 1520 |
| 61. | Ministry of Electronics & Information Technology | 30081 |
| 62. | Ministry of Environment, Forest and Climate Change | 16010 |
| 63. | Ministry of External Affairs | 56558 |
| 64. | Ministry of Food Processing Industries | 2161 |
| 65. | Ministry of Home Affairs | 116561 |
| 66. | Ministry of Housing and Urban Affairs | 62585 |
| 67. | Ministry of Information and Broadcasting | 26767 |
| 68. | Ministry of Labour and Employment | 203147 |
| 69. | Ministry of Micro Small and Medium Enterprises | 10518 |
| 70. | Ministry of Mines | 5234 |
| 71. | Ministry of Minority Affairs | 6130 |
| 72. | Ministry of New and Renewable Energy | 2583 |
| 73. | Ministry of Panchayati Raj | 8159 |
| 74. | Ministry of Parliamentary Affairs | 6689 |
| 75. | Ministry of Petroleum and Natural Gas | 58561 |
| 76. | Ministry of Power | 12192 |
| 77. | Ministry of Railways ( Railway Board) | 151797 |
| 78. | Ministry of Road Transport and Highways | 52610 |
| 79. | Ministry of Shipping | 6261 |
| 80. | Ministry of Skill Development and Entrepreneurship | 6900 |
| 81. | Ministry of Statistics and Programme Implementation | 1904 |
| 82. | Ministry of Steel | 4854 |
| 83. | Ministry of Textiles | 4373 |
| 84. | Ministry of Tourism | 6216 |
| 85. | Ministry of Tribal Affairs | 4080 |
| 86. | Ministry of Water Resources, River Development & Ganga Rejuv | 8704 |
| 87. | Ministry of Women and Child Development | 22970 |
| 88. | NITI Aayog | 7693 |
| 89. | O/o the Comptroller & Auditor General of India | 30809 |
| 90. | Unique Identification Authority of India | 27714 |
Source: Lok Sabha