Ministry of Personnel, Public Grievances & Pensions
Over 1.12 Crore Grievances Resolved Between 2020-24, Including 1,68,964 Pension Related Issues in the Last Two Years: Union Minister Dr Jitendra Singh
Pendency in Govt. of India to its lowest level of 54,339 Public Grievances as on 31 October 2024: Dr Jitendra Singh
Posted On:
04 DEC 2024 5:35PM by PIB Delhi
Union Minister of State (Independent Charge) for Science and Technology, Minister of State (Independent Charge) for Earth Sciences, MoS PMO, Department of Atomic Energy, Department of Space, Personnel, Public Grievances and Pensions, Dr. Jitendra Singh today answered various questions related to grievances’ disposal in Lok Sabha. They were wide ranging in nature from accessibility to disposal to Pensioner's grievances.
ACCESSIBILITY TO CITIZENS USING CPGRAMS: Government has taken a number of measures for enhanced accessibility of citizens from remote and rural areas, which has resulted in over 28 lakh citizens being registered on CPGRAMS portal from 795 districts across the country with an average monthly citizen registration of 70,000. Government has collaborated with Common Service Centres (CSC) to leverage the network of Village Level Entrepreneurs (VLEs) of CSCs across 5.6 lakh villages.
4.68 lakh grievances have been filed through Common Service Centres in 2023 and 2024. Government has adopted the CPGRAMS 10 step reform to enhance awareness and usability of CPGRAMS. These reforms include regional language facility on the CPGRAMS portal, citizen engagement through feedback call centre, simplification in citizen registration, collaboration with CSCs and launch of CPGRAMS mobile application. The Government has also conducted several awareness programmes for VLEs with focus on rural/farmer centric schemes like Pradhan Mantri Awas Yojana(PMAY) and Pradhan Mantri Kisan Samman Nidhi ( PM-KISAN) . 20th of every month is being observed as CSC-CPGRAMS Day to enhance awareness and increase outreach of CPGRAMS amongst the rural population.
RESOLUTION OF GRIEVANCES & CPENGRAMS: Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) has reduced the backlog with no case pending for more than 2 years as on date. Over 1.12 Crore Grievances resolved Between 2020-24, Including 1,68,964 Pension Related Issues in the last 2 years.
For the redressal of grievances of family pensioners and super-senior pensioners, specific categorization of such grievances, including the delay in starting of family pension and additional pension, has been done for better monitoring. Further, regular reminders are issued and monthly Inter-Ministerial Review Meetings (IMRMs) are conducted for such cases. Also, under 100 days action plan, a month long Special Campaign, for redressal of family pension grievances, was launched in July, 2024, which achieved 94% redressal.
Redressal of pension grievances is an on-going process. As per the policy, all the pension grievances are redressed in the decentralized and time bound manner by the concerned Ministries/Departments as per the extant rules and in case final redressal is not done within the time limit, an interim reply with reason for delay is to be provided.
The Department has issued instructions from time to time with emphasis on ultimate and conclusive redressal of the grievances within 21 days from earlier 30 days. Quality of redressal is monitored through feedback centre and Appeals are filed in the cases graded as ‘Poor’. These initiatives have helped in improving the redressal time and quality of redressal.
Technological advancements, covering auto forwarding and auto lateral movement of the grievances, are the initiatives which will further reduce the redressal time and increase the quality of redressal.
Total number of grievances received and redressed on CPGRAMS portal www.pgportal.gov.in, in last five years are attached at Annex 1. The details of the state wise grievances received on PG Portal during this period is attached at Annex II. A total of 1,12,30,957 grievances were redressed from 2020-2024 and an annual all-time high of 23,24,323 grievances have been redressed on CPGRAMS portal from January-October, 2024. The Government has adopted the 10 Step reforms of CPGRAMS to make grievance redressal timely, meaningful and accessible and mapped 103,183 Grievance Officers on the CPGRAMS portal. This helped bring down the pendency in Govt. of India to its lowest level of 54,339 Public Grievances as on 31 October 2024. The average timelines of redressal have come down from 28 days in 2019 to 13 days in 2024. Government issued Comprehensive Guidelines for Effective Redressal of Public Grievances on 23rd August 2024. These guidelines envisage integration of various public grievance platforms, creation of dedicated grievance cells in Ministries/ Departments, appointment of experienced and competent nodal officers, emphasis on root cause analysis of grievances and action on feedback, strengthening escalation processes by appointing appellate authorities, grievance closure guidelines with further reduction in upper limit of resolution time from 30 days to 21 days. Redressal of Public Grievances is also one of the thrust areas of the Special campaign conducted by the Government on institutionalizing swacchata and reducing pendency in Government offices from 2 Oct -31 Oct. About 5.55 lakhs public grievances and appeals have been disposed of during the Special Campaign 2024.
Occurrence and filling up of vacant posts in various Ministries/ Departments is a continuous process. The details of vacancies are maintained by the respective Ministries/Departments/State Governments. Ministries/ Departments of the Central Government have been directed, from time to time, to fill up the vacant posts in a time bound manner. Vacant posts of Central Government have been filled up in mission mode, in Rozgar Melas launched by Hon'ble Prime Minister on 22nd October, 2022. 13 Rozgar Melas have been held at Central level in 40-45 cities across various States/ Union Territories.
Annex-1
|
Year
|
Brought Forward
|
Receipt During Period
|
Total Receipt
|
Total Disposed in the year
|
|
2020
|
1071603
|
2271270
|
3342873
|
2319569
|
|
2021
|
1023304
|
2000590
|
3023894
|
2135923
|
|
2022
|
887971
|
1918238
|
2806209
|
2143468
|
|
2023
|
662741
|
1953057
|
2615798
|
2307674
|
|
2024(1stJan- 31st October, 2024)
|
308124
|
2298208
|
2606332
|
2324323
|
|
Total
|
|
10441363
|
14395106
|
11230957
|
Annex-II
|
State
|
Brought
Forward
|
Receipt During
Period
|
Total
Receipt
|
Total
Disposed*
|
|
Government of Andaman & Nicobar
|
85
|
5510
|
5595
|
5565
|
|
Government of Andhra Pradesh
|
29985
|
36944
|
66929
|
63322
|
|
Government of Arunachal Pradesh
|
548
|
2354
|
2902
|
2686
|
|
Government of Assam
|
28072
|
124513
|
152585
|
146742
|
|
Government of Bihar
|
60836
|
161395
|
222231
|
214078
|
|
Government of Chattisgarh
|
5492
|
43343
|
48835
|
46860
|
|
Government of Goa
|
1712
|
7333
|
9045
|
8195
|
|
Government of Gujarat
|
9024
|
259661
|
268685
|
261927
|
|
Government of Haryana
|
45802
|
152271
|
198073
|
186511
|
|
Government of HimachalPradesh
|
19520
|
20254
|
39774
|
34174
|
|
Government of JammuandKashmir
|
14759
|
34251
|
49010
|
42806
|
|
Government of Jharkhand
|
28379
|
86485
|
114864
|
105266
|
|
Government of Karnataka
|
42179
|
94391
|
136570
|
127779
|
|
Government of Kerala
|
27008
|
47563
|
74571
|
69465
|
|
Government of MadhyaPradesh
|
99601
|
177726
|
277327
|
272846
|
|
Government of Maharashtra
|
119868
|
207274
|
327142
|
306027
|
|
Government of Manipur
|
1662
|
6441
|
8103
|
5930
|
|
Government of Meghalaya
|
1545
|
2777
|
4322
|
3812
|
|
Government of Mizoram
|
515
|
1642
|
2157
|
1486
|
|
Government of Nagaland
|
280
|
2018
|
2298
|
1045
|
|
Government of NCT of Delhi
|
14514
|
143509
|
158023
|
152370
|
|
Government of Odisha
|
29692
|
65340
|
95032
|
76966
|
|
Government of Puducherry
|
628
|
8243
|
8871
|
8778
|
|
Government of Punjab
|
16701
|
100015
|
116716
|
113604
|
|
Government of Rajasthan
|
108046
|
144061
|
252107
|
249814
|
|
Government of Sikkim
|
766
|
1240
|
2006
|
1984
|
|
Government of TamilNadu
|
23673
|
107019
|
130692
|
123236
|
|
Government of Telangana
|
5781
|
37340
|
43121
|
42837
|
|
Government of Tripura
|
551
|
7416
|
7967
|
7702
|
|
Government of Union Territory of
Chandigarh
|
320
|
19887
|
20207
|
19988
|
|
Government of Union Territory of Dadra & Nagar Haveli
|
52
|
1763
|
1815
|
1696
|
|
Government of Union Territory of
Daman & Diu
|
37
|
1848
|
1885
|
1670
|
|
Government of Union Territory of
Ladakh
|
6
|
1036
|
1042
|
980
|
|
Government of Union Territory of
Lakshadweep
|
2
|
1053
|
1055
|
1030
|
|
Government of Uttar Pradesh
|
115976
|
1126776
|
1242752
|
1230604
|
|
Government of Uttarakhand
|
41131
|
68729
|
109860
|
106962
|
|
Government of West Bengal
|
46969
|
74043
|
121012
|
83392
|
|
Total
|
941717
|
3383464
|
4325181
|
4130135
|
*Remaining 71,00,822 Grievances disposed during this period pertain to GOI
****
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