Last Updated:
For 48 months in a row, over 1 lakh monthly grievance disposals were recorded, while a total of 1.99 lakh cases were redressed in June alone.
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is now handling around 22 lakh grievances every year. (AI generated image)
For millions of citizens, a government grievance can often mean navigating departments, waiting for a response, and following up repeatedly. But the government’s central grievance redressal platform under the Narendra Modi government is showing a marked shift in the way such complaints are being handled, with more cases being disposed of, average resolution times coming down and the system reaching deeper into rural India.
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is now handling around 22 lakh grievances every year. At the Central government level, the average time taken to dispose of a grievance has fallen to 14 days in June 2026, compared with 28 days in 2019, as per data accessed exclusively by CNN-News18. That means complaints are, on average, being closed nearly two weeks faster than they were six years ago.
The scale of the system becomes clearer when the monthly numbers are examined.
In June 2026, the Central Secretariat disposed of nearly two lakh grievances. It was the 48th consecutive month in which monthly disposal crossed the one-lakh mark.
The sustained pace is significant because it comes even as the volume of grievances being filed continues to grow.
Since 2019, Central Ministries and Departments have received more than 1 crore grievances through the CPGRAMS portal. At the end of June 2026, a total of 78,793 grievances remained pending with the Central government.
States and Union Territories have also seen a substantial flow of complaints through the system. More than 50 lakh grievances have been received by them since 2019, with around 2 lakh cases pending at the end of the latest period.
Across the Centre, States and UTs, CPGRAMS has therefore handled more than 1.5 crore grievances since 2019.
One of the more telling indicators is not simply the size of the pendency, but the age of the pending cases.
As of June 2026, 68 per cent of the pending grievances in the Central Secretariat were less than 21 days old. In other words, a large majority of the complaints awaiting disposal had entered the system relatively recently, rather than remaining unresolved for prolonged periods.
This is part of a broader effort to make grievance redressal more time-bound. The reduction in the average disposal time – from 28 days in 2019 to 15 days in 2025 – is one of the clearest indicators of that change.
The reach of CPGRAMS is expanding alongside its disposal capacity.
In 2025, a total of 7,43,533 new users registered on the portal. June this year alone saw 83,544 new registrations. The growth has continued in 2026, with more than 2 lakh users registering on CPGRAMS so far.
But the challenge for any digital public service is ensuring that access does not remain limited to people who are comfortable navigating online platforms. That is where the Common Service Centre network comes in.
In June 2026 alone, 6,262 grievances were registered through CSCs. The network provides citizens, particularly in rural and less digitally connected areas, another route to access the grievance system.
The government is also putting greater emphasis on what happens after a complaint is marked as resolved.
In 2025, CPGRAMS recorded more than 10.7 lakh feedback responses from citizens. The Feedback Call Centre contributed nearly two-thirds of these responses.
The focus on feedback is important because closing a grievance on paper and actually resolving a citizen’s problem are not necessarily the same thing. Citizen feedback provides an additional measure of whether the response provided by a department was considered satisfactory.
Overall, more than 1.5 crore grievances have passed through the platform, disposal times have nearly halved at the Central level, and monthly disposals have remained above one lakh for almost four years.
About the Author
Aman Sharma, Executive Editor – National Affairs at CNN-News18, and Bureau Chief at News18 in Delhi, has over two decades of experience in covering the wide spectrum of politics and the Prime Minister…Read More
August 24, 2026, 08:23 IST
Read More
Source link
[ad_3]
