More than 1.12 crore public grievances have been addressed over the past five years, Union Minister Jitendra Singh informed the Rajya Sabha on Thursday.
These complaints were resolved through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal.
In a written reply, Singh stated, "A total of 1,12,30,957 grievances were redressed from 2020 to 2024, with an annual all-time high of 23,24,323 grievances resolved on the CPGRAMS portal between January and October 2024."
The average time for resolving grievances has also improved significantly, dropping from 28 days in 2019 to just 13 days in 2024.
Singh attributed this success to the government's adoption of a 10-step reform programme aimed at enhancing the efficiency, accessibility, and effectiveness of grievance redressal.
The reforms include the mapping of 103,183 grievance officers on the CPGRAMS portal and the introduction of comprehensive guidelines issued on 23 August 2024.
These guidelines focus on integrating grievance platforms, establishing dedicated grievance cells in ministries and departments, appointing skilled nodal officers, and conducting root cause analyses of complaints.
Additionally, the government has strengthened escalation mechanisms by designating appellate authorities and revised grievance closure procedures to reduce the resolution time from 30 days to 21 days.
As a result of these measures, the pendency of public grievances has dropped to its lowest recorded level, with 54,339 complaints pending as of 31 October 2024.
To expand the outreach of CPGRAMS, particularly for rural and underprivileged populations, the government has partnered with common service centres, enabling easier access for citizens to file grievances.
The Union Minister emphasised the government’s commitment to ensuring timely and meaningful grievance redressal, describing the reforms as pivotal in fostering public trust and accountability.
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