CPGRAMS Grievance Redressal Performance Report FY2023-26
This parliamentary reply from the Ministry of Personnel, Public Grievances & Pensions provides comprehensive data on the performance of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) across all central ministries and departments for fiscal years 2023-24 through 2025-26 (as of August 5, 2026).
Grievance Volume and Disposition Trends
The data shows significant grievance volumes across the three-year period. In FY2023-24, the system received 1,737,599 grievances with 1,705,792 disposed, carrying forward 74,217 from previous period and ending with 106,024 pending. FY2024-25 saw 1,673,645 grievances received with 1,717,570 disposed, starting with 106,024 carried forward and ending with 62,099 pending. FY2025-26 recorded 1,833,972 grievances received with 1,812,923 disposed, beginning with 62,099 carried forward and ending with 83,148 pending.
Ministry-Wise Performance Highlights
Key ministries with high grievance volumes include Department of Rural Development (392,552 received in FY24, 354,608 in FY25, 191,162 in FY26), Ministry of Labour and Employment (161,036 in FY24, 192,160 in FY25, 284,103 in FY26), and Department of Financial Services Banking Division (151,770 in FY24, 155,225 in FY25, 221,029 in FY26). The Department of Posts consistently handled substantial volumes (58,188 in FY24, 53,843 in FY25, 72,215 in FY26).
Several ministries showed improving disposal rates, including Central Board of Direct Taxes which reduced pendency from 12,287 in FY24 to 4,858 in FY26, and Department of Financial Services (Insurance Division) which cut pendency from 394 to 83 over the three years. Some ministries faced increased pendency, notably Ministry of Petroleum and Natural Gas (2,308 pending in FY24 to 11,110 in FY26) and Ministry of Labour and Employment (4,011 to 15,461).
Disposal Timeliness Metrics
The annexure provides average disposal times for FY2025-26 across all ministries, showing significant variation in performance against the mandated 21-day timeline. The fastest disposing entities were NITI Aayog (2 days), Ministry of Development of North Eastern Region (2 days), Ministry of Parliamentary Affairs (2 days), and Department of Land Resources (3 days). The slowest were Central Board of Direct Taxes (47 days), Department of Economic Affairs ACC Division (46 days), Department of Administrative Reforms and Public Grievances (35 days), and Staff Selection Commission (32 days).
Regulatory Context and Monitoring
The document references Comprehensive Guidelines for Effective Redressal of Public Grievances issued on August 23, 2024, which established the 21-day grievance redressal timeline. To independently assess citizen satisfaction, a Feedback Call Centre has been operational since July 2022. The data was presented by Dr. Jitendra Singh, Minister of State for Personnel, Public Grievances and Pensions, in a written reply to the Rajya Sabha.