The Department of Administrative Reforms and Public Grievances reported a 27 percent increase in public grievance redressals across India in May, with 78,123 cases disposed of, compared to 57,021 in April.
The Centralized Public Grievance Redress and Monitoring System received 67,787 new grievances during the month, while the total number of pending cases stood at 197,787.
Uttar Pradesh continued to dominate national statistics, accounting for the highest number of grievance receipts at 26,634, disposals at 26,658 and new user registrations at 10,043, reaffirming its lead in citizen participation on CPGRAMS.
The state was also home to some of the most active common service centers, particularly in the Gautam Buddha Nagar district, where several CSCs registered over 20 grievances each.
Pending Grievances Are a Concern
Despite gains in grievance resolution, the pendency of cases remains a critical concern. West Bengal topped the list with 45,169 pending cases as of May 31, followed by Maharashtra at 19,049 and Uttar Pradesh at 18,453. The northeastern states of Nagaland and Mizoram recorded alarmingly high pendency percentages at 98.9 percent and 97.2 percent, respectively.
Citizen engagement with CPGRAMS continues to deepen, with 60,499 new users registering in May alone. Uttar Pradesh, Maharashtra, Delhi and Bihar saw monthly user growth rates exceeding 30 percent. Since January, over 276,000 new users have joined the platform.
CSCs, operating through more than 2.5 lakh village-level entrepreneurs, registered 5,653 grievances in May.
While only 3,097 of these were resolved, the integration of CPGRAMS with CSCs remains a key pillar of the government’s strategy to reach underserved and rural populations.
Sevottam Scheme Gains Momentum
As part of broader capacity-building efforts, DARPG’s Sevottam Scheme trained 28,438 officers through 855 programs between 2022 and 2026.
In FY 2024–25 alone, 306 courses trained 10,257 officers, while 33 sessions in FY 2025–26 have trained 1,208 so far. Uttar Pradesh, Andhra Pradesh and Tamil Nadu featured among the top-performing states in training activity.
DARPG has partnered with the Administrative Staff College of India, Hyderabad, to develop a standardized curriculum and training model for Sevottam capacity-building programs.
The initiative aims to professionalize grievance handling at all levels of government and is set to roll out a review module for states and union territories from June 2025.
Success stories highlight system impact
Several resolved grievances underscore CPGRAMS’ real-world efficacy. Cases ranged from delayed GST registration for a small business in Rajasthan to rectifying a faulty electricity connection in Bareilly and relocating power lines obstructing construction in Vadodara.
Under its “One Nation-One Portal” mission, DARPG is integrating state-level grievance platforms with CPGRAMS to create a unified digital architecture for grievance redressal.
Kerala led in efficiency, closing grievances in just four days on average. Uttar Pradesh followed closely with a 15-day average despite its high volume of cases.
As the review module for states or UTs goes live in June and new Sevottam guidelines near completion, DARPG appears poised to scale both the reach and responsiveness of grievance redressal across India’s administrative apparatus. However, sustained focus on backlog reduction, particularly in states with high pendency rates, remains imperative.
