Wednesday 23 March 2022

Centralised Public Grievances Redress and Monitoring System (CPGRAMS)

 Centralised Public Grievances Redress and Monitoring System (CPGRAMS)

GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

LOK SABHA UNSTARRED QUESTION NO. 2451 (TO BE ANSWERED ON 16.03.2022)

GRIEVANCE CELL

2451. SHRI MOHANBHAI KALYANJI KUNDARIYA:
Will the PRIME MINISTER be pleased to state:

(a) whether a grievance cell has been set up for redressal of complaints received from various Ministries?

(b) if so, the details of the complaints received and that are pending during the last three years and the current year?

(c) the details of the individuals and the departments against which the complaints have been received? and

(d) the details of the efforts being made for quick redressal of complaints?

ANSWER

MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE (DR. JITENDRA SINGH)

(a) to (c): The Government has set up a grievance redressal platform namely Centralised Public Grievances Redress and Monitoring System (CPGRAMS) through which a Citizen can register his/ her grievances pertaining to any Central Ministry/Department or Departments in States /UTs. All Ministries/Departments / States /UTs have access to this system and grievances are resolved by them directly. Details of Ministries/ Departments against whom grievances have been received is given at annexure I. The details of complaints received and pending in the last three years is attached at Annexure -II.

(d): The grievances are to be attended promptly. The Government has recently reduced the time-frame of grievance redressal in CPGRAMS from 60 days to 45 days. Directions were issued to resolve COVID 19 related grievances maximum within 3 days. CPGRAMS version 7.0 which was rolled out in 2019 ensures direct transition of grievance to the concerned grievance redressal officer in the fields by skipping intermediate levels. This has helped in reduction in redressal time of a grievance. Periodic reviews are undertaken to ensure that the grievances are addressed in time. However, certain grievances which cannot be disposed within the stipulated time frame due to policy issue or litigation etc are also monitored closely. A provision to reflect age wise pendency has been created in CPGRAMS to keep a tab on pending grievances. The Government has undertaken special campaign for reducing pendency from 2nd – 31st October 2021 when about 3 lakh public grievances were disposed of. The institutional mechanism to monitor pendency created during the Special Campaign has been continued to review pendency in identified categories including public grievances on a monthly basis through a central monitoring dashboard.

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Annexure I

Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

(b) Details of complaints received during and pending in last three years (2019, 2020 & 2021):-

Year

Brought Forward

Received

Total Received

Disposed

Pending

2019

843697

1867758

2711455

1639852

1071603

2020

1071603

2271270

3342873

2319569

1023304

2021

1023304

2000590

3023894

2135923

887971

Annexure – II

Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

(C) Ministry/Department wise grievances received and disposed Ministry/Department wise Report Period of Report – 01.01.2019 to 31.12.2021

Sl No.

Ministry/Department/Org

Total Receipt

1.

Central Board of Direct Taxes (Income Tax)

 

131008

2.

Central Board of Indirect Taxes and Customs

 

47614

3.

Department for Promotion of Industry and Internal Trade

 

7200

4.

Department of Administrative Reforms and Public Grievances – PG Division

 

1703

5.

Department of Agriculture and Farmers Welfare

 

125213

6.

Department of Agriculture Research and Education

 

6585

7.

Department of Animal Husbandry, Dairying

 

5802

8.

Department of Atomic Energy

5390

9.

Department of Bio Technology

1762

10.

Department of Chemicals and Petrochemicals

 

2221

11.

Department of Commerce

16823

12.

Department of Consumer Affairs

38619

13.

Department of Defence

43095

14.

Department of Defence Finance

47594

15.

Department of Defence Production

8105

16.

Department of Defence Research and Development

3889

17.

Department of Economic Affairs ACC Division

13888

18.

Department of Empowerment of Persons with Disabilities

8875

19.

Department of Ex Servicemen Welfare

24564

20.

Department of Expenditure

17118

21.

Department of Fertilizers

2780

22.

Department of Financial Services (Banking Division)

458743

23.

Department of Financial Services (Insurance Division)

66392

24.

Department of Financial Services (Pension Reforms)

8503

25.

Department of Fisheries

859

26.

Department of Food and Public Distribution

13935

27.

Department of Health & Family Welfare

92496

28.

Department of Health Research

9240

29.

Department of Heavy Industry

4099

30.

Department of Higher Education

71450

31.

Department of Investment & Public Asset Management

2462

32.

Department of Justice

29472

33.

Department of Land Resources

2669

34.

Department of Legal Affairs

13719

35.

Department of Military Affairs

14535

36.

Department of Official Language

1147

37.

Department of Personnel and Training

80518

38.

Department of Pharmaceutical

6036

39.

Department of Posts

159814

40.

Department of Public Enterprises

2185

41.

Department of Revenue

60234

42.

Department of Rural Development

18367

43.

Department of School Education and Literacy

72501

44.

Department of Science and Technology

6057

45.

Department of Scientific & Industrial Research

 

3789

46.

Department of Social Justice and Empowerment

19898

47.

Department of Space

2213

48.

Department of Sports

3873

49.

Department of Telecommunications

207992

50.

Department of Youth Affairs

3058

51.

Legislative Department

4699

52.

Ministry of Coal

13504

53.

Ministry of Ayush

13670

54.

Ministry of Civil Aviation

43389

55.

Ministry of Cooperation

2781

56.

Ministry of Corporate Affairs

51784

57.

Ministry of Culture

8613

58.

Ministry of Development of North Eastern Region

1095

59.

Ministry of Drinking Water and Sanitation

7184

60.

Ministry of Earth Sciences

1520

61.

Ministry of Electronics & Information Technology

30081

62.

Ministry of Environment, Forest and Climate Change

16010

63.

Ministry of External Affairs

56558

64.

Ministry of Food Processing Industries

2161

65.

Ministry of Home Affairs

116561

66.

Ministry of Housing and Urban Affairs

62585

67.

Ministry of Information and Broadcasting

26767

68.

Ministry of Labour and Employment

203147

69.

Ministry of Micro Small and Medium Enterprises

10518

70.

Ministry of Mines

5234

71.

Ministry of Minority Affairs

6130

72.

Ministry of New and Renewable Energy

2583

73.

Ministry of Panchayati Raj

8159

74.

Ministry of Parliamentary Affairs

6689

75.

Ministry of Petroleum and Natural Gas

58561

76.

Ministry of Power

12192

77.

Ministry of Railways ( Railway Board)

151797

78.

Ministry of Road Transport and Highways

52610

79.

Ministry of Shipping

6261

80.

Ministry of Skill Development and Entrepreneurship

6900

81.

Ministry of Statistics and Programme Implementation

1904

82.

Ministry of Steel

4854

83.

Ministry of Textiles

4373

84.

Ministry of Tourism

6216

85.

Ministry of Tribal Affairs

4080

86.

Ministry of Water Resources, River Development & Ganga Rejuv

8704

87.

Ministry of Women and Child Development

22970

88.

NITI Aayog

7693

89.

O/o the Comptroller & Auditor General of India

30809

90.

Unique Identification Authority of India

27714

 

Source: Lok Sabha

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