In 2024, about 90.5 per cent of public grievances lodged by it through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) were properly addressed by the government in that year, the Lok Sabha was told on Wednesday. With over 29 lakh cases, of which there is a backlog of 3.08 lakh in 2023, 4.59 million grievances were resolved out of these 29.20 lakh complaints.
Responding to this, a written reply from Union Minister of State for Personnel Jitendra Singh said that redressal of 1.15 crore grievances was provided between 2020 and 2024. In addition, of the 26,45,869 complaints resolved in 2024, it is an all-time annual high. On the other hand, while 26,15,798 grievances were received in 2023, 23,07,674 were disposed of, whereas in 2022, the number of grievances received was 28,06,209 and 21,43,468 were disposed of.
To make this process efficient, the comprehensive guidelines were introduced by the government on 23 August, 2024, aimed to make the grievance redressal process better. The guidelines entailed the linking of different grievance platforms, the creation of grievance cells at the Ministry and Departmental levels, and the appointment of able nodal officers. Further, they stress root cause analysis, feedback-based actions and building appellate authorities to back strong escalation mechanisms. It also cut the upper time limit of 30 days to 21 days for resolving grievances.
In line with a special campaign to institutionalise swachchata and reduce pendency in government offices from October 2 to 31, 2024, 5.55 lakh grievances and appeals were accorded justice.
However, the minister also noted grievances for policy reasons could linger longer. On 28 February 2025, as many as 59,946 public grievances were still pending with the various ministries; out of these, 63.86 percent were pending for less than 21 days. However, the government is still pledging to achieve prompt grievance resolution, timely response and interim updates whenever needed.
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