Department of Administrative Reforms and Public Grievances (DARPG) releases the 29th Monthly Report on Centralized Public Grievance Redress and Monitoring System (CPGRAMS) of Central Ministries/ Departments Performance for the Month of September, 2024

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for September, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 29 th report on Central Ministries/Departments published by DARPG. The progress for September, 2024 indicates 1,24,879 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1 st January to 30 th September, 2024 is 13 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines. The report provides the data for new users registered through the CPGRAMS Portal in the month of September, 2024. A total of 50,393 new users registered in the month of September, 2024, with maximum registrations from Uttar Pradesh (8,281) registrations. The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in September, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). 8,017 grievances were registered through CSCs in the month of September, 2024. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs. In September, 2024, the Feedback Call Centre collected 84,224 feedbacks. Out of the total feedbacks collected, around 48% citizens expressed satisfaction with the resolution provided to their respective grievances. In September, 2024, 50,737 feedbacks were collected for Central Ministries/Departments by the Feedback Call Centre, out of which around 54% citizens expressed satisfaction with the resolution provided. The performance of Ministries/Departments in the last 9 months, with respect to the satisfaction percentage of citizens is also present in the said report. The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for September, 2024 for Central Ministries/ Departments: The report also features 3 success stories of effective grievance resolution from Central Ministries/Departments:   Shri Biswa Ranjan Samal filed his income tax return on time for the FY 2009-10. However, due to a delay by the Secretariat Administration Department, Assam Secretariat Civil, his TDS of ₹1,50,000 was not reflected in Form 26AS. After rigorous follow-ups, the TDS return was finally updated and reflected in his Form 26AS. Despite this, the citizen's request to the IT department for reprocessing, so that the demand could be squared off, was not addressed. As a result, the concerned citizen filed a CPGRAMS grievance. Within 16 days of filing the grievance, the JAO passed a rectification order under Section 154 for AY 2010-11, reducing the demand to nil. Shri. Vivek, a small business owner, raised a grievance regarding the freezing of his Bank of Baroda account after making multiple transactions. The Bank froze his account due to the cyber fraud flagged against his account. Despite explaining the situation to the bank and undergoing verification (CPV), his account remained frozen and no concrete action was taken. Concerned, he filed a CPGRAMS and within 8 days of filing the grievance, post due diligence by the bank, the account freeze was lifted.   The complainant, Anurag Jain reported a pending payment of ₹21,000 for contract GEMC-511687741711265, where materials were delivered on time and the CRAC was generated on 24/06/2023. Despite several reminders to the ordering officer, payment was not received within the stipulated 21 days as per GEM policy. Concerned, the citizen filed a CPGRAMS and as a result, the outstanding payment along with the interest was released to the citizen. ***** NKR/DK/AG The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for September, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 29 th report on Central Ministries/Departments published by DARPG. The progress for September, 2024 indicates 1,24,879 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1 st January to 30 th September, 2024 is 13 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines. The report provides the data for new users registered through the CPGRAMS Portal in the month of September, 2024. A total of 50,393 new users registered in the month of September, 2024, with maximum registrations from Uttar Pradesh (8,281) registrations. The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in September, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). 8,017 grievances were registered through CSCs in the month of September, 2024. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs. In September, 2024, the Feedback Call Centre collected 84,224 feedbacks. Out of the total feedbacks collected, around 48% citizens expressed satisfaction with the resolution provided to their respective grievances. In September, 2024, 50,737 feedbacks were collected for Central Ministries/Departments by the Feedback Call Centre, out of which around 54% citizens expressed satisfaction with the resolution provided. The performance of Ministries/Departments in the last 9 months, with respect to the satisfaction percentage of citizens is also present in the said report. The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for September, 2024 for Central Ministries/ Departments: The report also features 3 success stories of effective grievance resolution from Central Ministries/Departments:   Shri Biswa Ranjan Samal filed his income tax return on time for the FY 2009-10. However, due to a delay by the Secretariat Administration Department, Assam Secretariat Civil, his TDS of ₹1,50,000 was not reflected in Form 26AS. After rigorous follow-ups, the TDS return was finally updated and reflected in his Form 26AS. Despite this, the citizen's request to the IT department for reprocessing, so that the demand could be squared off, was not addressed. As a result, the concerned citizen filed a CPGRAMS grievance. Within 16 days of filing the grievance, the JAO passed a rectification order under Section 154 for AY 2010-11, reducing the demand to nil. Shri. Vivek, a small business owner, raised a grievance regarding the freezing of his Bank of Baroda account after making multiple transactions. The Bank froze his account due to the cyber fraud flagged against his account. Despite explaining the situation to the bank and undergoing verification (CPV), his account remained frozen and no concrete action was taken. Concerned, he filed a CPGRAMS and within 8 days of filing the grievance, post due diligence by the bank, the account freeze was lifted.   The complainant, Anurag Jain reported a pending payment of ₹21,000 for contract GEMC-511687741711265, where materials were delivered on time and the CRAC was generated on 24/06/2023. Despite several reminders to the ordering officer, payment was not received within the stipulated 21 days as per GEM policy. Concerned, the citizen filed a CPGRAMS and as a result, the outstanding payment along with the interest was released to the citizen. ***** NKR/DK/AG