The Government has implemented significant reforms to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) through technological enhancements and process improvements. Key measures include the adoption of next-generation technologies, introduction of the Grievance Redressal Assessment and Index (GRAI) to benchmark Ministry and Department performance, and publication of monthly CPGRAMS reports for transparency. The system now features multilingual grievance registration and translation through Bhashini integration, an operational Feedback Call Centre, mobile application availability, and access through Common Service Centres (CSCs).
The prescribed grievance disposal timeline has been reduced from 30 days to 21 days, and the government has launched 'Samadhan Didi', an AI-powered multilingual voice-first chatbot for grievance registration. Comprehensive Guidelines on Handling of Public Grievances issued in August 2024 mandate dedicated Grievance Cells in Ministries/Departments, appointment of experienced nodal officers, monitoring of pendency and citizen feedback, emphasis on root cause analysis, and strengthened escalation mechanisms. A dedicated Review Meeting Module has been operationalized to facilitate senior-level review of public grievances.
Grievance statistics for the last three years show substantial volumes: in 2023-24, the system received 17,37,599 grievances with 17,05,792 disposals and average disposal time of 16 days; in 2024-25, 16,73,645 receipts with 17,17,570 disposals and 15-day average time; and in 2025-26, 18,33,972 receipts with 18,12,923 disposals and improved 14-day average disposal time. Pendency stood at 1,06,024 (2023-24), 62,099 (2024-25), and 83,148 (2025-26).
CPGRAMS utilizes AI/ML enabled dashboards for extensive data analysis, including exploratory and predictive insights for root cause analysis through categorization by priority, repeat and spam identification, geographical analysis, trend analysis, and semantic search. The government is developing NextGen CPGRAMS as an end-to-end digital public grievance platform leveraging emerging technologies including AI/ML to further enhance citizen experience and improve the grievance redressal system.