Union Minister of state for Personnel, Dr. Jitendra Singh, revealed in the Rajya Sabha on Thursday, that between April 1 and July 24, 2025, a total of over 6.6 lakh grievances were received by the Central government in its Centralised Public Grievance Redress and Monitoring System (CPGRAMS), of which over 4.47 lakh grievances were resolved within 30 days.
The minister, in a written response, said the average time to redress grievances was 16 days in the period. He pointed out that a regular monthly review meeting with all the ministries, departments, and the Union Territories is being carried out in the Department of Administrative Reforms and Public Grievances to make sure that grievances are addressed effectively and in time.
A feedback call centre has also been open since July 2022 to further intensify the voice of the citizens. This centre looks into the satisfaction levels on its own and contributes towards the streamlining of the grievance redressal system.
In an independent note, Singh reported that 63,310 pension-related grievances were reported through the Centralised Pension Grievances Redress and Monitoring System (CPENGRAMS) in the year 2025. Out of them, there are already 55,554 complaints that have been addressed. It is important to notice that the average redressal period of pension grievances reduced sharply, to a quarter of the number of days in January to July 2025.
CPENGRAMS is an internet-based system that is meant to enable a quick resolution of complaints related to pensions. Citizens may either lodge their complaints directly or those departments may lodge complaints on behalf of the citizens by email, post, or hotline 1800-11-1960, which is toll-free.
Several programs like policy circulars, inter-ministerial meetings, and other theme campaigns initiated by the government have also aimed at enhancing how grievances are addressed. The Pension Adalat is one such initiative, which is a citizen-friendly platform that will be used to address old pending cases of pensions. There are 13 such Adalats to date, which have disposed of 25,831 cases, of which 18,481, or 72 percent, have been disposed of.
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