Significant improvement in complaint resolution on CPGRAMS, average resolution time reduced to 13 days
New Delhi: The central government has stated that a robust grievance redressal mechanism has been established in central and state ministries, departments, and organizations for effective resolution of complaints. Under the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS), the timeline for resolving complaints is now 21 days and is being regularly reviewed.
According to the government, there has been a significant improvement in the timely resolution of complaints over the past few years. The average grievance redressal time in central ministries and departments has decreased from 32 days in 2021 to only 13 days in 2026 (as of July 15). This clearly indicates that most complaints are being resolved within the stipulated 21-day timeframe.
However, the government acknowledged that some cases may take longer than the stipulated timeframe due to the complexity of the complaints, inter-departmental coordination, legal procedures, or detailed investigations. Despite this, continuous efforts are being made to reduce pending cases and provide prompt relief to citizens.
To effectively monitor pending complaints, a review meeting module was also launched in February 2025, through which senior officials regularly review grievance redressal.
According to data released by the government, a large number of complaints have been resolved in a timely manner in the ministries of Banking, Posts, Telecommunications, Railways, Labor and Employment, Health, Income Tax, and other key ministries. At the same time, special monitoring is being done on cases pending beyond the deadline to ensure their speedy resolution.
This information was given by Dr. Jitendra Singh, Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and Minister of State in the Prime Minister's Office, Personnel, Public Grievances and Pensions, Atomic Energy and Space, in a written reply in the Rajya Sabha.
