The Department of Administrative Reforms and Public Grievances (DARPG) has released its 32nd monthly report for the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for March 2025. This comprehensive report provides a detailed analysis of the types and categories of grievances filed by citizens and the subsequent disposal rates across the states and Union Territories of India. The findings underscore notable progress in grievance redressal efforts while also highlighting areas requiring sustained focus.
A total of 59,523 grievances were successfully resolved by states and Union Territories as of March 28, 2025, showcasing an encouraging commitment to addressing public concerns. This represented a notable increase from the disposal rate of 50,088 grievances reported at the end of February 2025. However, the pendency of grievances on the CPGRAMS portal remains significant, with 1,90,976 cases yet to be resolved by March 28, 2025. This underscores the need for intensified efforts to streamline grievance handling processes.
The report also sheds light on citizen engagement with the platform. As of March 28, 2025, a total of 49,912 new users registered on the CPGRAMS portal, with Uttar Pradesh leading the charts with 7,602 registrations. The integration of CPGRAMS with Common Service Centres (CSCs) has expanded accessibility, making the platform available at over five million CSCs nationwide. This initiative connects approximately 2.5 million Village Level Entrepreneurs with grievance redressal services. By March 28, 2025, 7,150 grievances had been registered through CSCs, with Uttar Pradesh contributing 2,073 cases, followed by Punjab with 1,409 cases.
Uttar Pradesh emerged as the state with the highest grievance submissions, registering 22,369 cases. The state also demonstrated effective grievance resolution, addressing 21,113 cases, the highest number for any state during March 2025. Maharashtra followed suit, disposing of 3,785 grievances in the same period. At the same time, 15 states and Union Territories reported over 1,000 pending grievances, signaling a need for reinforced administrative focus in these regions.
Beyond the immediate concerns of public grievance management, the report also provided insights into the progress of the Sevottam Scheme, aimed at enhancing service quality across government departments. Over the last three financial years (2022-23, 2023-24, and 2024-25), a total of 811 training courses have been completed under the scheme, benefiting approximately 26,941 officers. These training sessions are designed to equip officers with the necessary skills to handle public grievances effectively and implement service improvements. The 2024-25 fiscal year alone saw 9,968 officers trained across 295 sessions, reinforcing the government’s focus on capacity building.
The data captured in the report offers a granular view of the public grievance landscape in India. As the DARPG continues to refine its processes and expand the reach of CPGRAMS, the system serves as a critical interface between citizens and the government. While the increased rates of grievance disposal signal progress, the persistent backlog of cases highlights the necessity for continuous improvements in administrative efficiency.
The release of the 32nd monthly report reaffirms the government’s commitment to enhancing transparency, accountability, and citizen-centric governance through CPGRAMS. As the system evolves, it aims to bridge the gap between citizens and the administration, ensuring that public grievances are addressed with greater timeliness and efficacy.
