The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for February 2025, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 34^th report on Central Ministries/Departments published by DARPG.

The progress for February 2025 indicates 1,11,392 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1^st January to 28^th February 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 February 2025. A total of 47,599 new users registered in the month of February 2025, with maximum registrations from Uttar Pradesh (7,312) registrations.

The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in February 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). 5,580 grievances were registered through CSCs in the month of February 2025. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs.

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

1. PG Cases:

• In February 2025, 1,12,389 PG cases were received on the CPGRAMS portal, 1,11,392 PG cases were redressed and there exists a pendency of 59,946PG cases, as of 28^th February 2025.

2. PG Appeals:

• In February 2025, 12,649 appeals were received and 15,399 appeals were disposed.
• The Central Secretariat has a pendency of 22,410 PG Appeals at the end of February 2025.

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

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

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

1. 1. Grievance of Shri Ripu Sudan Shrivastava: Pension Revision Under OROP-III

Shri Ripu Sudan Shrivastava submitted a grievance on the CPGRAMS portal regarding the revision of his basic pension from ₹24,763 to ₹25,750. Upon review, the authorities promptly updated his details on the SPARSH portal and confirmed that his pension had been revised under OROP-III. The revision was formally notified through Corr PPO 4. The complainant shall now access and verify the updated pension details via SPARSH login, ensuring transparency and ease of access

1. 2. Grievance of Shri Sumit Kumar: Delay in processing of Insurance Claim

Shri Sumit Kumar’s mother, Smt. Sheel Vati, had enrolled in the Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY) through her Central Bank of India (Khanpur Branch) to secure her family's future. After she passed away on 30th September 2020, complainant applied for the insurance claim but faced delays and unfulfilled assurances despite multiple visits to the bank. Frustrated by the delay, he raised a grievance on the CPGRAMS Portal, seeking immediate intervention. In response, authorities confirmed that the claim had been settled and informed the complainant accordingly.

1. 3. Grievance of Shri Aariv Harsh Mori: Delay in processing of Aadhar enrolment

Shri Aariv Harsh Mori expressed deep concern over the prolonged processing of his son's Aadhaar enrolment, which had remained "Under Process" for over 30 days. He made multiple attempts to seek updates from Aadhaar centers in Rajkot and contacted the helpline and Gujarat Director’s office, but received no response or was kept on hold without resolution. Frustrated by the delay and lack of communication, he filed a grievance on the CPGRAMS Portal, citing significant inconvenience in completing important tasks requiring Aadhaar. Following his complaint, he was finally notified that the enrolment had been successfully completed, allowing him to download the e-Aadhaar from the UIDAI website.

1. 4. Grievance of Shri Nagarajan N: Issuance of new ATM card

Shri Nagarajan N, a retired BSNL employee, submitted a grievance on the CPGRAMS portal regarding the unavailability of a new ATM card. He holds a savings account at Cuddalore Head Post Office for pension withdrawals and was using an ATM card valid until November 2024. When he inquired about a replacement, the post office staff informed him that new ATM cards were out of stock. In a written response to the grievance, the Tamil Nadu Postal Circle acknowledged supply chain issues but arranged for ATM cards on diversion to assist account holders at Cuddalore HO. As confirmed over the phone, a new ATM card was issued to complainant, resolving his grievance within 2 weeks to his full satisfaction.

***

NKR/PSM