CPGRAMS October 2025 Report
Comprehensive Analysis of Public Grievances & Resolution Performance
Download Original PDF ReportExecutive Summary
October 2025 witnessed significant activity in India's public grievance redressal system. The CPGRAMS processed over 64,700 new grievances while simultaneously resolving more than 63,300 cases, demonstrating efficient system management and government responsiveness.
Key Achievements
- Processing over 64,000 grievances monthly with disposal rates matching receipt rates
- Maintaining 62% citizen satisfaction rate through Feedback Call Centre
- Training ~32,000 grievance redressal officers through Sevottam Scheme
- Extending access through 5 lakh Common Service Centres across rural areas
- Achieving swift resolution in leading states (18-20 day average)
2025 Performance Overview
From January to October 2025, the CPGRAMS has demonstrated consistent and sustainable performance in grievance management across all states and union territories.
Year-to-Date Statistics
- Total Grievances Received: 6,89,619
- Total Grievances Disposed: 6,99,308
- Cumulative Pending Cases: 1,76,091
- Average Monthly Receipts: ~69,000 grievances
| Month | Receipts | Disposals | Pending |
|---|---|---|---|
| January 2025 | 61,465 | 58,586 | 188,408 |
| February 2025 | 52,464 | 50,088 | 190,994 |
| March 2025 | 59,271 | 59,523 | 190,976 |
| April 2025 | 73,901 | 57,021 | 208,103 |
| May 2025 | 67,787 | 78,123 | 197,787 |
| June 2025 | 70,768 | 63,135 | 205,465 |
| July 2025 | 77,280 | 122,915 | 159,835 |
| August 2025 | 77,726 | 62,216 | 175,349 |
| September 2025 | 82,082 | 82,790 | 174,587 |
| October 2025 | 64,736 | 63,305 | 176,091 |
Citizen Feedback & Satisfaction
The Feedback Call Centre represents a critical quality assurance mechanism, collecting citizen feedback on grievance resolution quality and satisfaction levels.
October 2025 Call Centre Performance
Satisfaction Breakdown (October 2025)
- Satisfied Citizens: 6,736 (62%) - Expressed satisfaction with resolution quality
- Dissatisfied Citizens: 4,203 (38%) - Seeking further improvement in resolution
Top Performing States in Resolution Satisfaction
| State/UT | Resolved Cases | Satisfied | Satisfaction % |
|---|---|---|---|
| Madhya Pradesh | 677 | 493 | 73% |
| Maharashtra | 601 | 430 | 72% |
| Haryana | 684 | 452 | 66% |
| Uttar Pradesh | 4,807 | 2,873 | 60% |
| Bihar | 434 | 268 | 62% |
State-wise Performance Analysis
Top Grievance Handling States (October 2025)
| Rank | State/UT | Received | Disposed | Pending |
|---|---|---|---|---|
| 1 | Uttar Pradesh | 22,305 | 23,020 | 23,962 |
| 2 | Gujarat | 4,206 | 3,871 | 5,694 |
| 3 | Maharashtra | 4,203 | 3,691 | 27,719 |
| 4 | Haryana | 3,539 | 4,342 | 10,710 |
| 5 | Madhya Pradesh | 3,395 | 2,820 | 9,101 |
Fastest Resolution States (2025)
| State/UT | Total Disposals | Avg. Resolution Time |
|---|---|---|
| Telangana | 7,803 | 10 days |
| Andaman & Nicobar | 974 | 13 days |
| Chandigarh | 3,457 | 13 days |
| Puducherry | 1,382 | 17 days |
| Uttar Pradesh | 245,410 | 18 days |
Common Service Centre (CSC) Integration
CSC Grievance Processing (October 2025)
- New Grievances Filed: 9,500 complaints
- Cases Resolved: 6,026 grievances
- Cases Pending: 3,474 awaiting action
The CSC channel has processed over 80,000 grievances throughout 2025, making it a critical accessibility tool for citizens in underserved areas.
Sevottam Scheme - Officer Training Initiative
The Sevottam Scheme represents the government's comprehensive approach to building specialized capacity in grievance redressal through systematic officer training.
Four-Year Impact (2022-26)
| Financial Year | Training Courses | Officers Trained |
|---|---|---|
| 2022-23 | 280 | 8,496 |
| 2023-24 | 236 | 8,477 |
| 2024-25 | 314 | 10,588 |
| 2025-26 (Till Oct) | 132 | 4,432 |
✓ Cumulative Achievement: 962 training courses | 31,993 officers trained
Top Training States (2024-25)
- Andhra Pradesh: 91 courses, 2,963 officers trained
- Haryana: 54 courses, 2,008 officers trained
- Tamil Nadu: 32 courses, 1,069 officers trained
- Telangana: 30 courses, 897 officers trained
- Meghalaya: 22 courses, 600 officers trained
Success Stories from October 2025
Water Supply Restoration - Uttarakhand
Grievant: Shri Vetandhar Nagad, Village Nagad, District Almora
Faced prolonged drinking water supply disruption despite multiple direct complaints. After filing through CPGRAMS, authorities intervened and restored water supply successfully. The case demonstrates how CPGRAMS escalation overcomes inaction from routine administrative channels.
Ayushman Bharat Card Processing - Maharashtra
Grievant: Shri Swapnil Shalik Jarare
Applied for Ayushman Bharat card but status showed "pending" despite completing all formalities. CPGRAMS intervention verified that card was actually approved. Citizen was informed and received benefits promptly—showing how CPGRAMS bridges communication gaps.
Road Infrastructure Repairs - Punjab
Grievant: Shri Sanjeev Kumar, Ludhiana
Complained of persistent waterlogging and road damage on NH-44 (Rahon Road) for years without resolution. CPGRAMS intervention triggered engineering team to conduct drainage repairs and road maintenance, improving commuter safety.
Name Change Documentation - Andhra Pradesh
Grievant: Shri Manjeet Kumar, Visakhapatnam
Name change application for his daughter was rejected without justification. CPGRAMS escalation led to case review and successful name change processing, demonstrating how formal grievance redressal ensures procedural fairness.
User Engagement & Registration
The CPGRAMS continues attracting new users, reflecting growing citizen awareness and trust in the grievance redressal mechanism.
2025 User Registration Trend
- October 2025: 52,876 new users (Highest: Uttar Pradesh with 8,442 registrations)
- Peak Month: August 2025 with 89,507 new registrations
- Total 2025 Registrations: 6,18,762 new users across all states
This sustained growth in user registrations indicates increasing citizen adoption of digital grievance filing and growing confidence in government responsiveness.
Areas Requiring Focus
States with High Pending Cases
22 states/UTs currently have more than 1,000 pending grievances requiring targeted intervention:
- Maharashtra: 27,719 pending cases
- Uttar Pradesh: 23,962 pending cases
- Bihar: 14,092 pending cases
- Delhi: 12,135 pending cases
- Odisha: 11,648 pending cases
North-Eastern States Challenge
North-eastern states face extended resolution timelines requiring capacity building:
| State | Pending Cases | Avg. Resolution Time |
|---|---|---|
| Nagaland | 1,310 | 853 days ⚠️ |
| Manipur | 1,226 | 209 days |
| Meghalaya | 231 | 391 days |
Conclusion
The October 2025 CPGRAMS report demonstrates sustained government commitment to responsive, citizen-centric administration. The system processes over 64,000 grievances monthly while maintaining 62% citizen satisfaction rates and deploying trained grievance officers across states.
Key Takeaways for Government Employees
- CPGRAMS is a reliable, trackable mechanism for addressing genuine administrative grievances
- Average resolution times range from 10-20 days in high-performing states
- 62% satisfaction rate shows system effectiveness, though improvement remains possible
- Rural accessibility through 5 lakh CSCs ensures equitable grievance access
- Trained grievance officers ensure professional handling of citizen complaints
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