The Department of Administrative Reforms and Public Grievances (DARPG) has released its 46th Monthly Report, noting that over 1 lakh grievances were disposed of for the 44th consecutive month as of February 2026.
The report reflects growth in digital grievance management, with 1,63,606 grievances resolved and 72,357 new user registrations recorded during the month. While 72,485 grievances remain pending, approximately 69% of these have been in the system for less than 21 days. This performance is supported by the Grievance Redressal and Assessment Index (GRAI), which ranked the Department of Telecommunications and the Ministry of Parliamentary Affairs as top performers in their respective groups for efficiency, feedback and organisational commitment.
Key Performance Highlights
Grievance Redressal Volume: 1,63,750 grievances were received and 1,63,606 were resolved, maintaining a high-volume disposal trend.
Top Performers (Group A): The Department of Telecommunications, CBIC, and the Department of Postsled the rankings for excellence in redressal mechanisms.
Top Performers (Group B): The Ministry of Parliamentary Affairs, Ministry of AYUSH, and Ministry of Textiles emerged as the leading departments.
Appeals Management: 31,984 appeals were disposed of during the month, with an average closing time of 19 days.
Digital Outreach: 11,761 grievances were registered via Common Service Centers (CSCs), supported by a network of 2.5 lakh Village Level Entrepreneurs.
Citizen Satisfaction: The Feedback Call Centre received 45,365 cases in February, with a 75% satisfaction rateamong resolved cases.
What is the "Grievance Redressal and Assessment Index" (GRAI)? The GRAI is an assessment tool introduced in May 2023 to measure and improve the quality of grievance redressal across Central Ministries and Departments. It operates on four key dimensions: Efficiency, Feedback, Domain, and Organizational Commitment, further broken down into 11 indicators. This index plays a role in identifying performance gaps, such as the 25 ministries that exceeded the standard 30-day closing time for grievances in February. By providing comparative rankings, GRAI is supported by the goal of incentivizing departments to adopt revamped categorization systems and conduct regular review meetings to resolve complex cases.
Policy Relevance: Modernising Public Accountability
Standardising Redressal Quality: The implementation of the revamped categorization system by 31 out of 39 departments reflects growth in efforts to streamline and speed up grievance processing.
Enhancing Rural Accessibility: The integration with 5 lakh CSCs contributes to the "Minimum Government, Maximum Governance" vision by bringing grievance filing to the doorstep of rural citizens.
Internalising Feedback Loops: The 57% resolution rate for feedback cases plays a role in ensuring that the quality of disposal meets citizen expectations, rather than just closing files.
Scaling Executive Oversight: The 18 review meetings held in February, led by the Ministry of Textiles, are supported by the need for senior leadership to intervene in long-pending or systemic issues.
Follow the Full Report Here: DARPG: CPGRAMS Monthly Report – February 2026 (Central Ministries/Departments)
