National Digital Governance: CPGRAMS Report Details Public Grievance Disposal Across Centre and States, 2.5 Lakh Government Complaints Resolved in a Month
SDG 16: Peace, Justice and Strong Institutions | SDG 17: Partnerships for the Goals
Institutions: Ministry of Personnel, Public Grievances & Pensions
The Department of Administrative Reforms and Public Grievances (DARPG) released its twin monthly reports on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for September 2025, providing a comprehensive national overview of government accountability. Central Ministries redressed 1,66,071 grievances, marking the 39th consecutive month where disposal exceeded one lakh cases, with an average disposal time of 15 days. Top performing Central bodies included the Central Board of Indirect Taxes and Customs and the Department of Posts under the Grievance Redressal Assessment and Index (GRAI).
State and Union Territory governments also recorded a significant increase, redressing 82,790 grievances, led by Uttar Pradesh with 24,814 resolved cases. To facilitate better senior-level oversight across the country, DARPG has operationalized the Review Meeting Module for both Central and State administrative secretaries. The overall systemβs accessibility was further enhanced by its integration with over 5 lakh Common Service Centres (CSCs) nationwide.
The combined CPGRAMS data showcases the institutionalization of digital governance and a performance-driven approach to public accountability across the federal structure, emphasizing the need for uniform standards between Centre and State administration to tackle pending cases efficiently.
What is CPGRAMS? β CPGRAMS, or the Centralized Public Grievance Redress and Monitoring System, is an online platform aimed at enabling citizens to lodge grievances against government organizations and providing a common system to effectively and transparently track and monitor the progress of grievance redressal.
Relevant Question for Policy Stakeholders: How can the DARPG and State Chief Secretaries collaborate to address the current large pendency of grievances effectively by standardizing digital integration and process re-engineering across all State departments?
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Central Ministries Report: https://www.pib.gov.in/PressReleasePage.aspx?PRID=2177187
States/UTs Report: https://www.pib.gov.in/PressReleasePage.aspx?PRID=2177190