Key Highlights of the February 2025 Report Total Grievances Received: 1,12,389 cases were registered on CPGRAMS. Total Grievances Redressed: 1,11,392 cases were resolved in February. Pending Grievances: As of 28th February 2025, 59,946 cases remain unresolved. PG Appeals:

12,649 new appeals were filed. 15,399 appeals were disposed of. Pendency of PG Appeals at the Central Secretariat stands at 22,410 cases. Consistent Performance: February marks the 32nd consecutive month where grievance disposal has exceeded 1 lakh cases. Average Disposal Time: 15 days (from 1st January to 28th February 2025). Top Performers in Grievance Redressal Assessment & Index (GRAI) – February 2025 Group A (Departments with ?500 grievances):

Department of Food and Public Distribution Department of Telecommunications Department of Posts Group B (Departments with <500 grievances):

Ministry of Parliamentary Affairs Department of Land Resources Ministry of Ayush Citizen Engagement & Common Service Centre (CSC) Integration New Users on CPGRAMS: 47,599 users registered in February, with Uttar Pradesh leading (7,312 registrations). Grievances Filed via CSCs: 5,580 cases were submitted through Common Service Centres (CSCs), which are operational across 5 lakh+ centres, engaging 2.5 lakh Village Level Entrepreneurs (VLEs).

Success Stories of Grievance Resolution Pension Revision Under OROP-III

Complainant: Shri Ripu Sudan Shrivastava Issue: Delay in revising his basic pension under OROP-III from ?24,763 to ?25,750. Resolution: Authorities updated his details on the SPARSH portal, and the revision was notified through Corr PPO 4, ensuring transparency in pension disbursal. Settlement of Insurance Claim Delay

Complainant: Shri Sumit Kumar Issue: His mother’s PMJJBY insurance claim was delayed by the Central Bank of India (Khanpur Branch) despite multiple follow-ups. Resolution: Upon filing a grievance on CPGRAMS, the authorities expedited the process and successfully settled the claim. Aadhaar Enrolment Processing Delay

Complainant: Shri Aariv Harsh Mori Issue: His son’s Aadhaar enrolment was stuck in processing for 30+ days, causing inconvenience. Resolution: After filing a grievance on CPGRAMS, the UIDAI authorities resolved the issue, enabling the complainant to download the e-Aadhaar. Issuance of a New ATM Card

Complainant: Shri Nagarajan N (retired BSNL employee) Issue: Delay in receiving a new ATM card from Cuddalore Head Post Office, as the branch had no stock. Resolution: The Tamil Nadu Postal Circle arranged for a new card via diversion, resolving the complaint within two weeks. Conclusion The CPGRAMS system continues to streamline grievance redressal, ensuring efficient, transparent, and citizen-centric service delivery across Central Ministries and Departments. With the Grievance Redressal Assessment & Index (GRAI) and ongoing reforms, the DARPG remains committed to enhancing responsiveness and accountability in governance.