CPGRAMS Report October 2025: Central Secretariat Disposes Over 1.4 Lakh Grievances, Focus Shifts to Systemic Reforms
SDG 16: Peace, Justice and Strong Institutions | SDG 17: Partnerships for the Goals
Institutions: Department of Administrative Reforms & Public Grievances (DARPG) | Ministry of Personnel, Public Grievances & Pensions
The Department of Administrative Reforms & Public Grievances’s (DARPG) 42nd Monthly Report on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for Central Ministries/Departments indicates sustained momentum in grievance resolution for October 2025. Disposals crossed the one lakh mark for the 40th consecutive month, with a total of 1,44,503 grievances redressed during the month.
The entire reform process, measured by the GRAI, emphasizes institutionalizing a governance model that goes beyond simple disposal numbers. To achieve this, the CPGRAMS system is increasingly focused on high-level scrutiny and diagnostics: 199 Secretary-level Review Meetings were conducted between February and October 2025 specifically to identify and resolve systemic policy issues and process gaps, demonstrating a shift toward deep-seated administrative reform.
The average disposal time remains competitive at 15 days. However, the report indicates that pendency remains a key challenge, standing at 66,279 pending grievances in the Central Secretariat.
High Volume Areas: The highest volume of grievances continues to be received by the Ministry of Labour & Employment, the Department of Financial Services (Banking Division), and the Department of Telecommunications. These departments handle over 32 percent of all accounted grievances.
Quality and Satisfaction: The Feedback Call Centre reported that 70 percent of citizens expressed satisfaction with the resolution provided for cases closed in October. The high satisfaction rate provides crucial feedback on the quality of disposal.
Systemic Reforms: In line with the Prime Minister’s directions, a total of 199 Secretary-level Review Meetings were conducted between February and October 2025. These reviews focus on identifying and resolving systemic policy issues and were instrumental in resolving 1,245 cases during this period.
Performance Highlights and Challenges
Top Performers (GRAI Group A): The Department of Land Resources achieved the top rank (Score 0.911), followed by the Central Board of Indirect Taxes and Customs (Score 0.779).
Pendency and Appeals: Pendency remains a challenge in several large departments. The Ministry of Labour and Employment has the highest number of overall pending grievances (13,656) and the highest appeals pendency (1,526). The Central Board of Direct Taxes has the second-highest overall pendency (6,393).
Digital Outreach: A total of 9,500 grievances were registered through Common Service Centres (CSCs) in October , showcasing the reach of the portal into rural areas.
Impact of Categorization: The Categorization Reform—which successfully went live in 26 Ministries/Departments —is showing a positive impact, as demonstrated by the Ministry of Road Transport and Highways (MoRTH). Following categorization, MoRTH reduced its Average Closure Time from 11 to 10 days, and expedited resolutions (within 21 days) grew from 85% to 89% of total disposals.
The CPGRAMS reforms underscore the government’s priority of institutionalizing responsive governance and transitioning to a citizen-centric administration. The shift toward mandatory high-level review meetings and the focus on Root Cause Analysis are vital steps toward solving systemic issues and policy gaps that generate repeated public complaints, rather than merely disposing of individual cases.
What is the Grievance Redressal Assessment and Index (GRAI)? The GRAI is a comprehensive index introduced by DARPG to streamline the grievance redressal mechanism of Ministries/Departments. It uses 11 indicators across four dimensions—Efficiency, Feedback, Domain, and Organisational Commitment—to identify organizational strengths and areas requiring improvement, ensuring resolution quality and reducing timelines.
Follow the full report here: CPGRAMS Report October 2025