May 2025 CPGRAMS Report Highlights Efficient Grievance Handling
The Department of Administrative Reforms and Public Grievances (DARPG) published the 37th Monthly Report of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for May 2025, underscoring impressive progress in citizen service delivery.
For the 35th consecutive month, Central Ministries disposed of over 1 lakh cases, a milestone that reflects consistent efficiency.
Grievance Disposal Performance
During May, Central Ministries received 1,25,332 grievances. Out of these, 1,24,101 cases were resolved, with an average resolution time of 16 days. However, 60,892 grievances remained pending, indicating a need for further improvement.
Citizens Show Greater Engagement
Public participation is on the rise. In May 2025, 60,499 new users signed up on the CPGRAMS portal. Uttar Pradesh led all states with 10,043 registrations, showcasing strong regional engagement.
Top Ministries in Redressal Efficiency
DARPG categorizes ministries based on grievance volume:
Group A (≥500 Grievances):
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Department of Telecommunications
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Department of Posts
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Central Board of Indirect Taxes and Customs
Group B (<500 Grievances):
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Ministry of Tribal Affairs
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Ministry of Parliamentary Affairs
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Department of Investment and Public Asset Management (DIPAM)
These ministries consistently resolved grievances faster and more efficiently.
Feedback Collection Enhances Transparency
The Feedback Call Centre played a key role by collecting 65,601 feedback responses. Among these, 38,968 responses focused on Central Ministries. This direct feedback offers valuable insights for refining grievance redress strategies.
CSC Integration Strengthens Rural Access
The CPGRAMS platform now reaches deep into rural India, thanks to integration with Common Service Centres (CSCs). Citizens filed 5,653 grievances through CSCs in May. These services are supported by over 2.5 lakh Village Level Entrepreneurs (VLEs) across the country.
🖼 Inline Image Suggestion:
Image: A citizen filing a grievance at a CSC
Caption: Rural citizen registers complaint via CPGRAMS at a CSC
Alt text: VLE assisting rural resident with CPGRAMS grievance filing
Description: A Village Level Entrepreneur helps a villager register a complaint using the CPGRAMS system.
Review Meetings Reinforce Accountability
To improve oversight, ministries conducted 28 Secretary-level review meetings in May. These sessions helped track progress and resolve bottlenecks in grievance handling.
PG Appeals Also Show Progress
Alongside grievance redressal, appeals also saw momentum:
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21,332 appeals were filed
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23,006 were resolved, surpassing intake
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The remaining backlog includes 23,617 pending appeals
This progress underscores better handling and follow-up by relevant departments.
Conclusion: Stronger Governance in Motion
The May 2025 CPGRAMS report highlights India’s continued push toward responsive and digital governance. With consistent grievance resolution, expanding outreach through CSCs, and improved feedback loops, the system continues to empower citizens and enhance transparency.
