On May 16, 2025, the Department of Administrative Reforms and Public Grievances (DARPG) released two significant reports: the 33rd CPGRAMS Report for States/Union Territories and the 36th CPGRAMS Report for Central Ministries/Departments, both covering April 2025. These reports provide a detailed analysis of public grievance redressal, highlighting efficiency, pendency, and key performers in governance. This article explores the findings, statistics, and initiatives from both reports, offering valuable insights for understanding administrative reforms.
Overview of CPGRAMS Reports
Purpose and Scope
The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is a pivotal platform for addressing public grievances across States/UTs and Central Ministries. The 33rd Report focuses on State/UT performance, while the 36th Report evaluates Central Ministries/Departments. Both reports analyze grievance types, disposal nature, and pendency, supporting DARPG’s 10-step CPGRAMS reform process to enhance redressal quality and reduce timelines.
Key Statistics
In April 2025, States/UTs received 73,901 grievances, redressing 57,021, with a pendency of 2,08,103. Central Ministries/Departments received 1,22,785 grievances, redressed 1,25,027, and had a pendency of 59,084. The Central Secretariat maintained a monthly disposal of over 1 lakh cases for the 34th consecutive month, with an average redressal time of 16 days.
| Aspect | States/UTs (33rd Report) | Central Ministries (36th Report) |
|---|---|---|
| Release Date | May 16, 2025 | May 16, 2025May 16, 2025 |
| Grievances Received | 73,901 | 1,22,785 |
| Grievances Redressed | 57,021 | 1,25,027 |
| Pendency | 2,08,103 | 59,084 |
State/UT Performance (33rd Report)
Grievance Redressal and Pendency
Uttar Pradesh led with 25,863 grievances received and 22,834 redressed in April 2025, followed by Gujarat with 3,624 redressed. 16 States/UTs resolved over 1,000 grievances, but 23 States/UTs had more than 1,000 pending grievances as of April 30, 2025, reflecting challenges in clearing backlogs.
Common Service Centres (CSCs)
CPGRAMS integration with over 5 lakh CSCs and 2.5 lakh Village Level Entrepreneurs (VLEs) facilitated 5,004 grievance registrations in April 2025. The report highlighted major grievance categories registered via CSCs, enhancing accessibility for rural citizens.
Central Ministries/Departments Performance (36th Report)
Top Performers
The Grievance Redressal Assessment and Index (GRAI) ranked ministries/departments in two groups:
- Group A (≥500 grievances): Department of Posts, Department of Telecommunications, and Department of Agriculture and Farmers Welfare topped the rankings.
- Group B (<500 grievances): Ministry of Parliamentary Affairs, Ministry of Tribal Affairs, and Ministry of Heavy Industries led the category.
Appeals and Disposal
In April 2025, Central Ministries received 18,693 appeals and disposed of 20,634, with a pendency of 25,291 appeals. The consistent high disposal rate underscores the effectiveness of DARPG’s reforms in managing grievance appeals.
User Engagement and Training Initiatives
New User Registrations
Both reports noted 62,227 new users registered on the CPGRAMS portal in April 2025, with Uttar Pradesh leading at 9,327 registrations. This reflects growing public trust in the platform for grievance redressal.
Sevottam Scheme Training
Under the Sevottam Scheme, 822 training courses were conducted from 2022–25, training 27,230 officers. In FY 2024–25, 306 courses trained 10,257 officers, enhancing administrative capacity for efficient grievance handling.
| Financial Year | Training Conducted | Officers Trained |
|---|---|---|
| 2022–23 | 280 | 8,496 |
| 2023–24 | 236 | 8,477 |
| 2024–25 | 306 | 10,25710,257 |
| Total | 822 | 27,230 |
Why It Matters
The CPGRAMS reports and the Sevottam Scheme are instrumental in fostering transparent and responsive governance. By addressing public grievances efficiently and training officers, these initiatives strengthen citizen trust and administrative accountability, paving the way for improved public service delivery across India.
Key Highlights
- Release Date: May 16, 2025, by DARPG.
- States/UTs (33rd Report): 73,901 grievances received, 57,021 redressed, 2,08,103 pending in April 2025.
- Central Ministries (36th Report): 1,22,785 grievances received, 1,25,027 redressed, 59,084 pending in April 2025.
- Top Performers: Group A: Department of Posts, Telecommunications, Agriculture; Group B: Ministries of Parliamentary Affairs, Tribal Affairs, Heavy Industries.
- User Engagement: 62,227 new users, with 9,327 from Uttar Pradesh; 5,004 grievances via CSCs.
- Sevottam Training: 822 courses, 27,230 officers trained in 2022–25.