Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: STRENGTHENING OF
CPGRAMS
प्रव तथ: 12 AUG 2026 2:02PM by PIB Delhi
The Government has undertaken several measures to strengthen the Centralised Public Grievance Redress
and Monitoring System (CPGRAMS). Major reforms include adoption of next-generation technologies to
enhance system capabilities, introduction of the Grievance...
Ministry of Personnel, Public Grievances & Pensions
PARLIAMENT QUESTION: STRENGTHENING OF CPGRAMS प्रव तथ: 12 AUG 2026 2:02PM by PIB Delhi The Government has undertaken several measures to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). Major reforms include adoption of next-generation technologies to enhance system capabilities, introduction of the Grievance Redressal Assessment and Index (GRAI) to benchmark the performance of Ministries and Departments, publication of monthly CPGRAMS reports for transparency and monitoring, capacity building of grievance officers through Sevottam, integration with the grievance portals of Central Ministries/Departments and States/UTs, multilingual grievance registration and translation facility through integration with Bhashini, operationalization of the Feedback Call Centre, availability of CPGRAMS through the mobile application and Common Service Centres
(CSCs), reduction of prescribed grievance disposal timeline from 30 days to 21 days, and launch of 'Samadhan Didi', an AI-powered multilingual voice-first chatbot for grievance registration.
Further, to improve the quality of grievance redressal, the Comprehensive Guidelines on Handling of Public Grievances, issued in August 2024, mandates establishment of dedicated Grievance Cells in Ministries/Departments, appointment of experienced nodal officers, monitoring of pendency and citizen feedback, emphasis on root cause analysis, and strengthened escalation mechanisms. In addition, a dedicated Review Meeting Module has been operationalised in CPGRAMS to facilitate senior-level review of public grievances to further improve the efficiency and quality of grievance redressal.
The details of grievances received, disposed of, pending, and the average disposal time during the last three years on CPGRAMS in respect of grievances pertaining to Central Ministries/Departments are as
under:
Year Brought Receipt Disposal Pending Average Disposal Forward Time (Centre) 2023-24 74,217 17,37,599 17,05,792 1,06,024 16 2024-25 1,06,024 16,73,645 17,17,570 62,099 15 2025-26 62,099 18,33,972 18,12,923 83,148 14CPGRAMS is amongst the early digital platforms to use AI/ ML enabled dashboards which helped in extensive data analysis towards exploratory and predictive insights for root cause analysis through categorisation by priority, repeat and spam, geographical analysis of grievances, trend analysis and semantic search. Building on this foundation, the Government is developing NextGen CPGRAMS as an end-to-end digital public grievance platform leveraging emerging technologies, including AI/ML, to further enhance citizen experience and improve grievance redressal system.
This information was given by the Minister of State (Ind. Charge) Science & Technology; Earth Sciences and Minister of State PMO; Personnel, Public Grievances and Pensions; Department of Atomic Energy and Space Dr. Jitendra Singh in a written reply in Lok Sabha today.
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