Mumbai, March 18 -- The Department of Administrative Reforms and Public Grievances (DARPG) has released the 34th monthly report of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), assessing the performance of Central Ministries and Departments for February 2025.
Key Highlights of the February 2025 Report Total Grievances Received: 1,12,389 cases were registered on CPGRAMS. Total Grievances Redressed: 1,11,392 cases were resolved in February. Pending Grievances: As of 28th February 2025, 59,946 cases remain unresolved. PG Appeals:
12,649 new appeals were filed. 15,399 appeals were disposed of. Pendency of PG Appeals at the Central Secretariat stands at 22,410 cases. Consistent Performance: February marks the 32nd consecutive month where grievance disposal has exceeded 1 lakh cases. Average Disposal Time: 15 days (from 1st January to 28th February 2025). Top Performers in Grievance Redressal Assessment & Index (GRAI) - February 2025 Group A (Departments with ?500 grievances):
Department of Food and Public Distribution Department of Telecommunications Department of Posts Group B (Departments with <500 grievances):
Ministry of Parliamentary Affairs Department of Land Resources Ministry of Ayush Citizen Engagement & Common Service Centre (CSC) Integration New Users on CPGRAMS: 47,599 users registered in February, with Uttar Pradesh leading (7,312 registrations). Grievances Filed via CSCs: 5,580 cases were submitted through Common Service Centres (CSCs), which are operational across 5 lakh+ centres, engaging 2.5 lakh Village Level Entrepreneurs (VLEs).
Success Stories of Grievance Resolution Pension Revision Under OROP-III
Complainant: Shri Ripu Sudan Shrivastava Issue: Delay in revising his basic pension under OROP-III from ?24,763 to ?25,750. Resolution: Authorities updated his details on the SPARSH portal, and the revision was notified through Corr PPO 4, ensuring transparency in pension disbursal. Settlement of Insurance Claim Delay
Complainant: Shri Sumit Kumar Issue: His mother's PMJJBY insurance claim was delayed by the Central Bank of India (Khanpur Branch) despite multiple follow-ups. Resolution: Upon filing a grievance on CPGRAMS, the authorities expedited the process and successfully settled the claim. Aadhaar Enrolment Processing Delay
Complainant: Shri Aariv Harsh Mori Issue: His son's Aadhaar enrolment was stuck in processing for 30+ days, causing inconvenience. Resolution: After filing a grievance on CPGRAMS, the UIDAI authorities resolved the issue, enabling the complainant to download the e-Aadhaar. Issuance of a New ATM Card
Complainant: Shri Nagarajan N (retired BSNL employee) Issue: Delay in receiving a new ATM card from Cuddalore Head Post Office, as the branch had no stock. Resolution: The Tamil Nadu Postal Circle arranged for a new card via diversion, resolving the complaint within two weeks. Conclusion The CPGRAMS system continues to streamline grievance redressal, ensuring efficient, transparent, and citizen-centric service delivery across Central Ministries and Departments. With the Grievance Redressal Assessment & Index (GRAI) and ongoing reforms, the DARPG remains committed to enhancing responsiveness and accountability in governance.
Published by HT Digital Content Services with permission from Construction World.