As per data shared in Parliament, more than 56 lakh public complaints were addressed under the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) between November 2022 and February 2025.
Minister of State for Personnel Jitendra Singh informed the Lok Sabha, “From 1st November 2022 to 28th February 2025, a total of 52,36,844 grievances were received on CPGRAMS, and 56,63,849 grievances were disposed of through the system.”
Singh also noted that as of February 28, a total of 59,946 grievance cases remain pending with various central ministries and departments.
CPGRAMS is an online platform that enables citizens to lodge complaints directly with the government.
To improve efficiency, the government is working on a new phase of CPGRAMS called the NextGen CPGRAMS.
This upgrade aims to enhance the existing system’s design and features, Singh said.
The minister noted, “CPGRAMS has been integrated with Common Service Centres (CSCs) to leverage its strength to take the facility of CPGRAMS to the rural population.”
Currently, complaints can be submitted through over 5.1 lakh CSCs across India.
In response to another question, Singh said the average time taken to resolve complaints in 2024 was 13 days.
From 1 January to 28 February 2025, the platform has already received 3,27,395 complaints.
Meanwhile, in February 2025 alone, states and union territories collectively resolved 50,088 complaints on the CPGRAMS portal.
The pending caseload for the month stood at 1,90,994. This figure was shared in a monthly update by the Department of Administrative Reforms and Public Grievances (DARPG).
The report also highlighted that 47,599 new users joined the platform in February.
Uttar Pradesh led the registrations with 7,312 new users, the highest in the country.
It further detailed state-wise data on complaints filed via CSCs.
The CPGRAMS is now accessible through over five lakh CSCs, supported by 2.5 lakh Village Level Entrepreneurs nationwide.
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