The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) 30^th monthly report for States/UTs for January, 2025. The said report provides a detailed analysis of types and categories of public grievances and the nature of disposal by the States/UTs.

A total of 58,586 grievances were redressed by the States and Union Territories in January, 2025. The pendency of grievances on the CPGRAMS portal stands at 1,88,408 grievances across the States/UTs Governments, as of 31^st January, 2025.

The report provides the data for new users registered on CPGRAMS through CPGRAMS Portal in the month of January, 2025. A total of 56,214 new users registered in the month of January, 2025, with maximum registrations from Uttar Pradesh (8,843) registrations.

The said report also provides the state-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, in which maximum grievances were filed from Uttar Pradesh (1,725 grievances) followed by Odisha (829 grievances). 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, out of the total feedbacks collected. In January, 2025, 20,973 feedbacks were collected for States/UTs by the Feedback Call Centre.

Uttar Pradesh has received the maximum number of grievances in January, 2025 with the number standing at 23,337 grievances. 16 States/UTs have received more than 1,000 grievances in the month of January, 2025. Uttar Pradesh and Maharashtra disposed the maximum number of grievances in January, 2025, with the number standing at 21,899 and 5,138 grievances respectively. 14 States/UTs have disposed more than 1,000 grievances in the month of January, 2025.

The report also includes the status of grants released under the Sevottam Scheme in the FY 2022-23 and FY 2023-24. In the last three Financial Years (2022-23, 2023-24, 2024-25), 713 training courses have been completed, in which ~23,368 officers have been trained.

 

Key Highlights for the month of January, 2025, are as follows:

1. Status of Public Grievances on CPGRAMS:

• In January, 2025, 61,465PG cases were received for the States/UTs and 58,586PG cases were redressed.
• The monthly disposal in States/UTs decreased from 67,193 PG cases at the end of December, 2024, to 58,586 PG cases at the end of January, 2025.

2. Status of Pendency of Public Grievances on CPGRAMS

• 23 States/UTs have more than 1,000 pending grievances as on 31^st January, 2025.
• For States/UTs, as on 31^st January, 2025, there exists a pendency of 1,88,408 PG cases.
• The pendency in the States/UTs has increased from 1,85,519 PG cases at the end of December, 2024 to 1,88,408 PG cases at the end of January, 2025

The report also features 5 success stories of effective grievance resolution from Central Ministries/Departments:

1. 1. Grievance of Smt. Indira Devi - Issuance of Certificate for single women

Smt. Indira Devi, a resident of Chudoli village, has lived alone for 15–16 years after being abandoned by her husband. Despite caring for her children alone, she was not receiving government benefits like Palanhar or pension. Following a request from the Sarpanch, the District Collector directed an investigation by the Village Development Officer and Patwari. Based on the findings, the Magistrate of Dhod issued a certificate of abandonment on the spot during the “Prashasan gaon Ki Ore” campaign. This enabled Smt. Indira Devi to receive immediate pension approval and access to other benefits for single women.

1. 2. Grievance of Shri Prashant Sharma - Issuance of EWS Certificate

Shri Prashant Sharma stated that he had applied for an EWS certificate, however, his application was not processed. Despite addressing all objections and resubmitting the required documents, no action was taken, and the certificate remains unapproved. The complainant requested necessary action, following which the EWS certificate was issued to the applicant.

1. 3. Grievance of Shri Deendayal Sharma - Disbursement of pending pension

The pension application of Shri Deendayal Sharma was initially rejected due to discrepancies in the submitted documents. Seeking to resolve the issue and have his pension approved, the complainant lodged a formal grievance. Upon contacting him over phone, he was requested to visit the Tehsil Office in Karauli with all necessary documents. After thorough verification at both the first and second levels, the discrepancies were resolved, and Shri Deendayal Sharma’s pension was successfully sanctioned.

1. 4. Grievance of Smt. Sudesh Rani - Disbursement of pending pension under National & State Single Woman Pension Scheme

Smt. Sudesh Rani filed a grievance regarding delayed pension payments under the National and State Single Woman Pension Scheme. Despite her application being approved, pensions for July, August, and September 2024 had not been credited to her account via the DBT system, causing financial hardship. The authorities promptly acted on the grievance, verified the records, and disbursed the pending payments for July to October 2024 directly to her account under the DBT mechanism.

1. 5. Grievance of Shri Sobaran Singh - Ration not provided to cardholders

Shri Sobaran Singh, village head of Digwar, Tehsil Pali, reported that the operator of a government ration shop, Shivcharan, refused to provide ration to cardholders, instead weighing sacks of sand after recording their fingerprints. Those who protested faced abuse and threats of false cases. Concerned villagers raised their grievances during Sampoorna Samadhan Diwas. Their complaint prompted an investigation, which confirmed the misconduct and irregularities committed by the fair price sellers. With the District Magistrate’s approval on 26th November 2024, an FIR was lodged against Shivcharan, Fair Price Seller. Further action is under process regarding which the complainant has also been informed.

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NKR/PSM

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