SDG 16: Peace, Justice and Strong Institutions | SDG 17: Partnerships for the Goals
Institution: Ministry of Personnel, Public Grievances and Pensions | Ministry of Electronics & Information Technology
Department of Administrative Reforms & Public Grievancesβs (DARPG) August 2025 report (Report No. 37) provides a comprehensive update on public grievance redressal via CPGRAMS and related mechanisms. In August, 77,726 new grievances were received in States/UTs, and 62,216 of them disposed, leaving a total pendency of 1,75,349. New user registrations surged to 89,507, with Uttar Pradesh contributing the largest share (15,445). Feedback from the public via call centres was 68,043 feedback items in August, of which over 26,000 came from States/UTs; satisfaction among those whose grievances were resolved was about 54%. The Sevottam scheme also expanded; during FY 2022-26, 917 training courses have been conducted, training over 30,600 officers. Common Service Centres (CSCs) are increasingly used as grievance registration points. The report includes statewise data, success stories, and analysis of categories of grievances (Aadhaar, utility services, infrastructure disputes, etc.).
Regular monitoring of grievance inflows, disposal rates, and user satisfaction serves as an accountability tool for public administration. This report helps identify which states/UTs are lagging, common areas of citizen dissatisfaction, and systemic bottlenecks (e.g., delays, category-wise recurring issues). It also shows the need for capacity building (via Sevottam) and leveraging CSCs and state portals to decentralise grievance redressal. Strong grievance resolution contributes to trust in government and responsiveness.
Follow the full report here: https://static.pib.gov.in/WriteReadData/specificdocs/documents/2025/sep/doc2025915637201.pdf