The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for January 2025, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 33^rd report on Central Ministries/Departments published by DARPG.

The progress for January 2025 indicates 1,25,789 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1^st January to 31^stJanuary 2025 is 15 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 January 2025. A total of 56,214new users registered in the month of January 2025, with maximum registrations from Uttar Pradesh (8,843) registrations.

The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in January 2025. 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). 5,863 grievances were registered through CSCs in the month of January 2025. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs.

In January 2025, the Feedback Call Centre collected 53,821feedbacks. 33,028 feedbacks (61%) were collected for Central Ministries/Departments by the Feedback Call Centre.

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for January 2025 for Central Ministries/ Departments:

1. PG Cases:

• In January 2025, 1,25,442 PG cases were received on the CPGRAMS portal, 1,25,789 PG cases were redressed and there exists a pendency of 58,425PG cases, as of 31^stJanuary 2025.

2. PG Appeals:

• In January 2025, 21,175appeals were received and 20,086 appeals were disposed.
• The Central Secretariat has a pendency of 25,160 PG Appeals at the end of January 2025.

3. Grievance Redressal Assessment and Index (GRAI) – January 2025

• Department of Posts, Department of Telecommunications, and Department of Revenue are amongst the top performers in the Grievance Redressal Assessment & Index within the Group A (more than equal to 500 grievances) for January 2025.
• Department of Land Resources, Ministry of Parliamentary Affairs and Department of Heavy Industry are amongst the top performers in the Grievance Redressal Assessment & Index within the Group B (less than 500 grievances) for January 2025.

The report also features 4 success stories of effective grievance resolution from Central Ministries/Departments:

1. Grievance of Shri Selva Kumar - HDFC Account under debit freeze

Shri Selva Kumar received a notification from HDFC Bank stating that a Debit/Withdrawal Block had been placed on his account due to non-compliance with account guidelines. Following this, he visited the branch, completed the e-KYC process, and submitted the required documents as instructed. Despite repeating this process three times at the bank’s request, his debit account remained frozen. Upon further inquiry, the bank informed Shri Kumar that the freeze was due to excessive UPI P2P transactions. The branch manager suggested converting his Farmer’s Savings Account into a regular Savings Account as an alternative solution. However, this conversion was not processed, and the account's debit freeze remained unresolved. Frustrated by the delays and lack of resolution, Shri Kumar escalated the matter by filing a grievance on the CPGRAMS Portal, seeking immediate action. In response, HDFC Bank provided a written confirmation stating that the debit freeze on his account had been successfully removed. The grievance was resolved within a week to complainant's satisfaction.

2. Grievance of Shri Ram Prasad Dhakar - Transfer of balance to new HDFC Smart Hub Vypaar Prepaid Card

Shri Ram Prasad Dhakar reported that his HDFC Smart Hub Vypaar Prepaid Card, which had a balance of Rs. 10,500, was accidentally lost. He promptly lodged a complaint with the customer care center and received a new card. However, the balance of Rs. 10,500 from the lost card was not credited to the new card. Despite filing multiple complaints with the HDFC Branch Manager over the past two years, the issue remained unresolved. Frustrated by the lack of action, Shri Dhakar raised a grievance on the CPGRAMS Portal, seeking a prompt resolution. In response, HDFC Bank provided a written confirmation that the balance of Rs. 10,500 had been successfully transferred from the lost card to the new one. The issue was resolved within two weeks, and Shri Dhakar praised the CPGRAMS platform for its efficient and effective grievance redressal mechanism.

3. Grievance of Shri Rama Shankar Singh - Non-receipt of gratuity payment

Shri Rama Shankar Singh, who retired as Chief Travelling Ticket Inspector (CCTT) from Northeast Frontier Railways on 30th June 2024, faced delays in receiving his gratuity amount of approximately Rs. 16 lakhs, despite having submitted all the required No Dues certificates. Seeking intervention for the prompt release of his gratuity along with applicable interest, he filed a grievance on the CPGRAMS Portal. In response, the gratuity amount of Rs. 16,33,500 was transferred to Shri Singh, resolving the grievance within 10 days to his utmost satisfaction.

4. Grievance of Smt. Swati - Removal of EMI lock from device

Smt. Swati purchased a mobile phone on EMI, financed by Bajaj Finance. Despite completing all the EMI payments, her phone was locked by the financier. Seeking immediate resolution, she filed a grievance on the CPGRAMS portal. In response, Bajaj Finance confirmed in a written reply that the loan had been successfully closed and the EMI lock has been removed from her device. The grievance was successfully resolved to complainant's satisfaction.

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NKR/PSM