The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for March 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.

A total of 1,21,065 grievances were Redressed by Central Ministries/Departments as of 28^th March, 2025. The Average Grievance Disposal Time in the Central Ministries/Departments from 1^st March to 28^th March, 2025 is 16 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 March, 2025. A total of 49,912 new users registered by 28^th March, 2025, with maximum registrations from Uttar Pradesh (7,602) registrations.

The said report also provides the state-wise analysis on the grievances registered through Common Service Centres as of 28^th March, 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). 7,150 grievances were registered through CSCs by 28^th March, 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 March 2025 for Central Ministries/ Departments:

1. PG Cases:

• As of 28th March 2025, 1,16,970 PG cases were received on the CPGRAMS portal, 1,21,065 PG cases were redressed and there exists a pendency of 57,456 PG cases.

2. PG Appeals:

• As of 28th March 2025, 24,478 appeals were received and 21,400 appeals were disposed
• The Central Secretariat has a pendency of 25,488 PG Appeals for the period 1st March 2025 to 28th March, 2025.

3. Grievance Redressal Assessment and Index (GRAI) – till 28^th March, 2025

• Department of Telecommunications, Department of Posts, and Central Board of Indirect Taxes and Customs are amongst the top performers in the Grievance Redressal Assessment & Index within the Group A (more than equal to 500 grievances) as of 28th March, 2025.
• Ministry of Parliamentary Affairs, Ministry of Tribal Affairs and Department of Heavy Industry are amongst the top performers in Grievance Redressal Assessment & Index within the Group B (less than 500 grievances) as of 28th March, 2025.

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

1. Grievance of Shri Prakash Kumar Agarwal - Delay in PF Withdrawal Claim

Shri Prakash Kumar Agarwal faced delays in the processing of his PF withdrawal claim (Form 19) despite fulfilling all requirements. Having worked for over 12 years, he submitted his application, ensuring TDS exemption as per regulations. After repeated documentation requests over six months, he filed a grievance on the CPGRAMS Portal. Following that, concerned authorities processed his claim promptly, and the final PF settlement of ₹35,31,303/- was issued, resolving the matter within the same day.

2. Grievance of Shri Vishal Verma - Non-Receipt of LPG Subsidy

Shri Vishal Verma, holding an HP Gas LPG connection registered in the name of Ms. Anita Verma, faced subsidy non-receipt issues for several months. Upon inquiry at the LPG office, he was informed that his Aadhaar was not linked with NPCI, and he was advised to contact his bank. However, the bank confirmed that the Aadhaar was correctly linked with NPCI. Seeking a resolution, he filed a grievance on the CPGRAMS Portal. After verification by concerned authority, the subsidy was transferred to Ms. Anita Verma’s account.

3. Grievance of Shri Souptik Sarkar - NFSC Fellowship Disbursement Delay

Shri Souptik Sarkar, a Ph.D. student at Bidhan Chandra Krishi Viswavidyalaya, faced difficulties in linking his account for the National Fellowship for Scheduled Castes (NFSC) under the UGC NET December session. Despite completing all formalities on the Canara Bank Scholarship Portal, his request was repeatedly rejected due to subject classification issues. Seeking resolution, he filed a grievance on the CPGRAMS Portal. In response, the authorities reviewed the case, and linking request under the NFSC scheme was approved based on an explanation from the Registrar of Bidhan Chandra Krishi Vishwavidyalaya.

4. Grievance of Smt. Bhumika Naresh Gaikwad - National Overseas Scholarship Processing Delay

Smt. Bhumika Naresh Gaikwad, selected under the National Overseas Scholarship (NOS) 2024 for a Master of Commerce (Extension) at the University of Sydney, faced delays in receiving her final award letter. Despite completing all formalities, including income and caste verification, she awaited confirmation for months, leading to uncertainty and the need to defer her university intake. With no clear response from the NOS office, she filed a grievance on the CPGRAMS Portal. Following this, the concerned authority issued her final award letter, ensuring she could proceed without further disruptions. The grievance was promptly resolved within just three days of filing.

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NKR/PSM