New Delhi: The states and Union Territories recorded a sharp rise in grievance redressal under the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) in September, clearing 82,790 complaints — a jump of over 33% from August — even as 1.74 lakh cases remain pending across the country.
According to the 38th monthly CPGRAMS report released by the Department of Administrative Reforms and Public Grievances (DARPG), 22 states and UTs had more than 1,000 pending grievances as of September 30. The report provides a detailed analysis of grievance categories, disposal timelines, and the nature of responses by various state and UT authorities.
The system also witnessed growing public participation, with 78,353 new users registering on CPGRAMS during the month, including 13,613 from Uttar Pradesh alone. The CPGRAMS Feedback Call Centre recorded 81,937 feedback responses, out of which 32,982 were from citizens in states and UTs, helping assess satisfaction levels and quality of redressal.
As part of its outreach and accessibility expansion, CPGRAMS has been fully integrated with the Common Service Centre (CSC) network, allowing citizens to lodge grievances through more than five lakh CSCs managed by 2.5 lakh Village Level Entrepreneurs (VLEs). In September, 8,722 grievances were filed through these centres.
The report also highlighted ongoing efforts to strengthen administrative efficiency through the Sevottam Scheme, under which 946 training programmes have been conducted between FY 2022-23 and FY 2025-26, training nearly 31,462 officers in citizen-centric service delivery and grievance redressal.
The DARPG said the continuous monitoring through CPGRAMS and the increasing use of digital platforms reflect the government’s commitment to responsive, accountable, and efficient governance at all administrative levels.