DARPG Monthly Report: Central Secretariat Redresses 1.42 Lakh Grievances; UIDAI Categorisation Slashes Disposal Time
SDG 16: Peace, Justice, and Strong Institutions | SDG 9: Industry, Innovation, and Infrastructure
Department of Administrative Reforms & Public Grievances (DARPG) | Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
The DARPGโs monthly CPGRAMS report for Central Ministries/Departments for November 2025 showcases robust grievance redressal performance and highlights the successful impact of a new categorization system on administrative efficiency. For the 41st month in a row, the central secretariat disposed of over 1 lakh cases.
Grievance Status: In November 2025, 1,43,449 PG cases were received, and 1,42,856 cases were redressed, maintaining the Average Redressal Time at 16 days. Total pendency stood at 67,859 grievances.
Top Grievance Receivers: 34% of the total receipts were directed towards three key departments: Ministry of Labour & Employment (22,418), Department of Financial Services (Banking Division) (17,122), and Department of Telecommunications (9,296).
Grievance Redressal Assessment and Index (GRAI): This multi-dimensional index, which measures efficiency, feedback, domain, and organizational commitment, ranked the top performers in November 2025 as:
Group A (High Volume): Department of Telecommunications, Department of Posts, and Central Board of Indirect Taxes and Customs.
Group B (Low Volume): Ministry of Parliamentary Affairs, Ministry of Power, and Ministry of Coal.
Citizen Feedback and Appeals: The Feedback Call Centre collected 41,472 feedbacks, with 72% of citizens expressing satisfaction with the resolution provided for resolved cases. A total of 27,761 appeals were received, with an overall Average Closing Time of 36 days.
Categorization Impact Analysis
The introduction of the new categorization system has demonstrably improved efficiency:
UIDAI Success Story: After streamlining its grievance categories from 75 to 43, the Unique Identification Authority of India (UIDAI) saw its Average Closure Time drop significantly from 15 days to 11 days. This occurred despite a massive 58% surge in grievance receipts.
Policy Outcome: The share of grievances resolved within 21 days for UIDAI increased from 82% to 87%, proving the ground-level impact of proper categorization on operational speed and efficiency.
What is the Grievance Redressal Assessment and Index (GRAI)? The GRAI is a comprehensive index introduced by DARPG to assess Central Ministries/Departments across four dimensions (Efficiency, Feedback, Domain, and Organisational Commitment) using 11 indicators. Its objective is to help Ministries streamline their grievance mechanism, identify strengths, and target areas for improvement.
Policy Relevance
The report confirms the vital role of structural digitization and reform (new categorization) in enhancing governance capacity, moving beyond mere volume disposal. The success of the UIDAI categorization proves that standardizing terminology and streamlining grievance routing directly translates into faster resolution and higher efficiency. The persistent appeal pendency and the high Average Closing Time of 55 days for the Central Board of Direct Taxes (Income Tax) highlight the need to apply similar structural reforms, focused on reducing bottlenecks, to complex financial and legal departments.
Follow the full news here: 43rd Monthly Report on CPGRAMS for Central Ministries/ Departments performance for November, 2025