DARPG Monthly Report: Grievance Redressal Rises to 70K Disposals; Focus on CSCs and Sevottam Training
SDG 16: Peace, Justice, and Strong Institutions | SDG 17: Partnerships for the Goals
Department of Administrative Reforms & Public Grievances (DARPG) | Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
The DARPGβs monthly report for November 2025 highlights sustained high activity in grievance redressal across States and Union Territories (UTs), coupled with continued efforts in citizen outreach and capacity building under the Sevottam Scheme.
Grievance Disposal & Pendency: In November 2025, 60,450 public grievance (PG) cases were received, and a total of 70,598 PG cases were redressed, marking a significant month-on-month rise from 63,305 disposals in October. Despite the high disposal rate, total pendency across all States/UTs remained high at 1,65,930 cases as of November 30, 2025.
Top Performers: Uttar Pradesh recorded the highest number of disposals in November 2025 with 25,184 PG cases, followed by Delhi with 7,989.
Pendency Challenge: 23 States/UTs still have more than 1,000 pending grievances.
Citizen Feedback and Satisfaction: The Feedback Call Centre collected 70,141 feedbacks in November 2025. Of the 11,855 resolved cases covered by the feedback funnel, 63% of citizens reported satisfaction with the resolution provided. The states reporting the highest resolution (and highest satisfaction) via the Call Centre were Uttar Pradesh (5,027 resolved, 62% satisfied) and Delhi (1,126 resolved, 60% satisfied).
Outreach and Capacity Building:
Common Service Centres (CSCs): Grievances registered through CSCs reached 14,094 in November 2025, demonstrating the success of integrating CPGRAMS with over 5 lakh CSCs.
Sevottam Scheme: Proposals from 22 State Administrative Training Institutes (ATIs) for Financial Year 2025-26 were approved to set up training cells for grievance redressal officers. In FY 2025-26 alone (till November), 154 training programs have been conducted, training 5,226 officers.
What is the Sevottam Scheme? The Sevottam Scheme, implemented by DARPG, is a capacity-building effort that funds State Administrative Training Institutes (ATIs) to set up dedicated training cells. It provides financial assistance of βΉ1500 per participant per day to train grievance redressal officers on the Sevottam Model and effective grievance redressal.
Policy Relevance
The report underscores the dual nature of governance reform: rapid disposal achieved by states like Uttar Pradesh is notable, but high long-term pendency, especially in states like Maharashtra (28,837 pending cases), remains a systemic weakness. The focus on leveraging CSCs successfully extends digital governance deep into rural areas. Furthermore, the commitment to the Sevottam Scheme highlights a key policy recognition: sustaining a high quality of service delivery requires continuous, strategic investment in the capacity and training of government officials.
Follow the full news here: 40th Report on CPGRAMS for States/UTs for November, 2025