CPGRAMS Grievance Redressal Performance Disclosure
The Ministry of Personnel, Public Grievances & Pensions provided a detailed parliamentary reply disclosing the performance metrics of the CPGRAMS (Centralized Public Grievance Redress and Monitoring System) portal for fiscal years 2023-24 through 2025-26 (as of August 5, 2026). The data covers grievance volume, disposal rates, and pending cases across all central ministries and departments.
Grievance Volume and Processing Trends
Over the three-year period, the CPGRAMS portal handled a total of 5,245,216 grievances across all ministries. In FY 2023-24, the system received 1,737,599 grievances with 1,705,792 disposed and 106,024 pending. FY 2024-25 showed 1,673,645 received, 1,717,570 disposed, and 62,099 pending. For FY 2025-26, 1,833,972 grievances were received with 1,812,923 disposed and 83,148 pending as of the reporting date.
Ministry-Wise Performance Highlights
Several ministries handled substantial grievance volumes. The Department of Financial Services (Banking Division) processed the highest number in FY 2025-26 with 221,029 received and 223,667 disposed. The Department of Rural Development recorded the highest single-year volume in FY 2023-24 with 392,552 grievances received. Other high-volume ministries included Labour and Employment (284,103 received in FY 2025-26), Telecommunications (98,068 received in FY 2025-26), and Railways (82,640 received in FY 2025-26).
The Ministry of Petroleum and Natural Gas showed significant pending cases growth, increasing from 2,308 pending in FY 2024-25 to 11,110 pending in FY 2025-26. The Department of Defence Finance also maintained high pending cases at 3,374 in FY 2025-26.
Disposal Efficiency Metrics
The comprehensive guidelines issued on August 23, 2024, mandate a 21-day grievance redressal timeline. The average disposal time across all ministries in FY 2025-26 was approximately 15 days. The fastest processing departments were NITI Aayog and Ministry of Development of North Eastern Region (2 days each), Department of Land Resources (3 days), and Department of Public Enterprises and Ministry of Heavy Industries (4 days each).
The slowest processing entities included Central Board of Direct Taxes (Income Tax) at 47 days, Staff Selection Commission at 32 days, Department of Bio Technology and Ministry of Minority Affairs at 31 days each, and Department of Ex Servicemen Welfare at 31 days. Most ministries maintained disposal times between 5-20 days.
Monitoring and Feedback Mechanism
To independently assess citizen satisfaction with grievance resolution, 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.