A total of 1,13,131 Grievances were Redressed by Central Ministries/Departments in December, 2024
For the 30th month in a row, the monthly disposal crossed 1 lakh cases in the Central Secretariat
Department of Telecommunication, Department of Postsand NITI Aayog topped in Group ‘A’ category in the rankings released for December, 2024
Department of Land Resources, Department of Empowerment of Persons with Disabilities, and Department of Public Enterprises topped in Group B category in the rankings released for the month of December 2024
The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for December 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 30th report on Central Ministries/Departments published by DARPG.
The progress for December 2024 indicates 1,13,131 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1st January to 31st December, 2024 is 13 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines.
The report provides the data for new users registered through the CPGRAMS Portal in the month of December, 2024. A total of 56,490 new users registered in the month of December, 2024, with maximum registrations from Uttar Pradesh (8,476) registrations.
The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in December, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). 6,674 grievances were registered through CSCs in the month of December, 2024. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs.
In December, 2024, the Feedback Call Centre collected 47,238 feedbacks. 61% citizens expressed satisfaction with the resolution provided on their grievances for the Top 10 Central Ministries/Departments in December 2024.
The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for December, 2024 for Central Ministries/ Departments:
- PG Cases:
- In December 2024, 1,17,061PG cases were received on the CPGRAMS portal, 1,13,131 PG cases were redressed and there exists a pendency of 58,138 PG cases, as of 31st December, 2024.
- PG Appeals:
- In December, 2024, 20,166 appeals were received and 18,202 appeals were disposed
- The Central Secretariat has a pendency of 24,071 PG Appeals at the end of December, 2024
- Grievance Redressal Assessment and Index (GRAI) – December, 2024
- Department of Telecommunication, Department of Posts and NITI Aayogare amongst the top performers in the Grievance Redressal Assessment & Index within the Group A (more than equal to 500 grievances) for December, 2024
- Department of Land Resources, Department of Empowerment of Persons with Disabilities, and Department of Public Enterprisesare amongst the top performers in the Grievance Redressal Assessment & Index within the Group B (less than 500 grievances) for December, 2024.
The report also features 3 success stories of effective grievance resolution from Central Ministries/Departments:
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- Grievance of Shri Aijaz Ahmad Zende: Delay in Passport Verification Process
Shri Aijaz Ahmad Zende, a resident of Vijaypura, Karnataka, reported delays in the police verification process for his daughter’s passport application. Despite waiting for over two months, the application status remained “under review” at the Regional Passport Office. Concerned about the prolonged delay, he lodged a grievance on the CPGRAMS portal, seeking prompt intervention. The authorities immediately addressed the issue, confirming that the passport application has been processed and printing has been initiated. The passport was scheduled for dispatch shortly thereafter. The grievance was resolved within 9 days of filing.
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- Grievance of Ms. Rizwana: Discrepancy in the transfer of Provident Fund Account
Ms. Rizwana witnessed a discrepancy while transferring her PF account following an internal move from Deloitte India to Deloitte Asia Pacific. During the online transfer process, she noticed that Deloitte firms were missing from the previous employer dropdown menu, preventing successful processing of the transfer request.
Seeking resolution, she filed a grievance on the CPGRAMS Portal. The authorities promptly addressed the issue, confirming that the claim (Form 13) has been settled, successfully transferring an amount of ₹1,04,588. The grievance was resolved within 12 days of filing.
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- Grievance of Shri Bharat Singh: Delay in issuance of refund
Shri Bharat Singh booked a railway retiring room at Indore Junction, Madhya Pradesh, scheduled from 8:00 am on 23 October 2024 to 8:00 am on 24 October 2024. However, despite reserving Room No. 5, the citizen was denied access to the room, citing maintenance work and no refund was issued at the time.
Concerned about the matter, he raised a grievance on the CPGRAMS Portal. In response, the authorities apologized for the inconvenience caused and informed the citizen that a full refund has been initiated for the booking. The amount would be credited to the payment gateway within 5-7 working days.
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