New Delhi: Over 15 lakh public grievances have been received between January and July 15 this year, the Centre said on Wednesday.
The government has undertaken several initiatives to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), an online system, with a view to improving the efficiency, quality and accountability of public grievance redressal, such as implementation of the 10-step reforms and issuance of comprehensive guidelines for their effective redressal in August 2024, Union Minister of State for Personnel Jitendra Singh said in a written reply to the Lok Sabha.
He said these initiatives were aimed at reducing the grievance redressal timeline from 30 days to 21 days and operationalisation of their review meeting module by senior officers.
“In the year 2026 (from 1st January to 15th July, 2026), 15,20,576 public grievances have been received on CPGRAMS and the average disposal time for redressal of grievances on CPGRAMS was 13 days for central ministries/ departments,” Singh said.
In response to another query, he said the Digital Life Certificate (Jeevan Pramaan) has streamlined the annual life certificate submission process through Aadhaar-based biometric authentication and system-driven updation of records with pension disbursing authorities, ensuring seamless continuity of pension along with SMS-based acknowledgements to pensioners.
Further, the Centralised Pension Grievances Redress and Monitoring System (CPENGRAMS) has enhanced transparency, accountability and the timely delivery of pension-related services for central government employees and pensioners by providing an online platform for grievance registration, tracking and resolution, the minister said.
The system enables real-time monitoring, time-bound redressal and continuous oversight by ministries/ departments, resulting in reduced delays and improved responsiveness, he added.
“An AI-enabled CPGRAMS chatbot, ‘Samadhan Didi’, has been launched on 30th May 2026,” Singh said.
The chatbot enables multilingual voice-based grievance registration in all 22 official languages, assists citizens in providing complete grievance details, and uses AI to identify the appropriate ministry/ department and grievance category for accurate routing of grievances to the concerned Grievance Redressal Officer (GRO), thereby improving the efficiency and quality of grievance redressal and helping reduce delays, the minister added.
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