The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for November, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 29^th report on Central Ministries/Departments published by DARPG.

The progress for November, 2024 indicates 1,04,167 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1^st January to 30^th November, 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 November, 2024. A total of 39,999new users registered in the month of November, 2024, with maximum registrations from Uttar Pradesh (6,189) registrations.

The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in November, 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). 6,537 grievances were registered through CSCs in the month of November, 2024. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs.

In November, 2024, the Feedback Call Centre collected 55,206 feedbacks, out of the total feedbacks collected, 44% citizens expressed satisfaction with the resolution provided to their respective grievances. In October, 2024, 32,887 feedbacks were collected for Central Ministries/ Departments by the Feedback Call Centre, out of the feedbacks collected, 50% citizens expressed satisfaction with the resolution provided. The performance of Ministries/Departments in the last 11 months, with respect to the satisfaction percentage of citizens is also present in the said report.

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for November, 2024 for Central Ministries/ Departments:

1. PG Cases:

• In November 2024, 1,03,259 PG cases were received on the CPGRAMS portal, 1,04,167 PG cases were redressed and there exists a pendency of 53,481 PG cases, as of 30^th November, 2024, lowest recorded for the year 2024.

2. PG Appeals:

• In November, 2024, 16,411 appeals were received and 17,535 appeals were disposed
• The Central Secretariat has a pendency of 22,107 PG Appeals at the end of November, 2024

3. Grievance Redressal Assessment and Index (GRAI) – November, 2024

• Department of Agriculture and Farmers Welfare, Department of Telecommunication, and Department of Postsare amongst the top performers in the Grievance Redressal Assessment & Index within the Group A (more than equal to 500 grievances) for November, 2024
• Department of Land Resources, Department of Empowerment of Persons with Disabilities, and Department of Heavy Industryare amongst the top performers in the Grievance Redressal Assessment & Index within the Group B (less than 500 grievances) for November, 2024.

The report also features 3 success stories of effective grievance resolution from Central Ministries/Departments:

1. 1. Grievance of Shri Babu Lal Meena: Closure of fake loan accounts

Shri Babu Lal Meena reported a fraud case involving ICICI Bank account number 00120105XXXX. Without his consent or sharing any OTP, two consumer loans amounting to ₹94,900 and ₹73,099 were sanctioned. The account holder became aware of the fraudulent activity when the first EMI was debited on March 4, 2024. Subsequently, the concerned citizen raised a grievance on the CPGRAMS Portal, requesting the recovery of the deducted EMI amount and the immediate cancellation of the fake loan accounts. In response to the grievance, ICICI Bank deactivated the loan accounts and initiated the refund process for the debited EMI, assuring that the amount would be refunded within 7 working days.

1. 2. Grievance of Dr Babu KV: Misleading homeopathic “Insulin Tablets”

Dr Babu KV, a CWC member of Indian Medical Association, was concerned regarding the alleged “Insulin Tablets” being manufactured by a Rajasthan based company pointing out that the labelling violated Drugs and Cosmetics Rules and branding the tablets as "Insulin" could mislead patients, potentially causing them to replace prescribed insulin injections with these tablets, risking health complications.

Concerned citizen filed a CPGRAMS and as a result, within a month of filing the grievance, manufacturing license for the said product was cancelled by the concerned authorities.

1. 3. Grievance of Shri Swajal Kapoor: Delay in Claim Settlement

Shri Swajal Kapoor expressed frustration with prolonged delays in processing a health insurance claim. Hospitalized on 7th May 2024, the claim process started on 29th May. Despite frequent follow-ups and assurances of updates within 7 days, no resolution was provided. Calls to customer service remained yielded no results, with a recent attempt to escalate being met with a disconnected call. Concerned and exhausted, the citizen filed CPGRAMS in a bid to expedite the claim process. As a result, the claim was finally settled for ₹58,037/- within 25 days of filing the grievance.

Click here to see PDF.

***

NKR/KS