Why in news?
The Department of Administrative Reforms and Public Grievances released its March 2026 report on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The report highlighted progress in resolving public grievances and named departments that topped the Grievance Redressal Assessment and Index (GRAI).
Background
CPGRAMS is an online platform through which citizens can submit complaints about central ministries and departments. To measure how well these bodies handle complaints, the government introduced the GRAI in May 2023. The index evaluates each ministry’s performance based on efficiency, feedback, domain relevance and organisational commitment.
Key points
- Efficiency is the most important component (45 % weight). It considers how many grievances are resolved within the 21‑day timeline, how quickly appeals are handled and how well corruption‑related complaints are closed.
- Feedback accounts for 30 % of the score and looks at satisfaction levels among complainants and the percentage of appeals that are filed.
- Domain relevance (15 %) measures how urgent issues are prioritised and whether grievances are categorised correctly. Organisational commitment (10 %) assesses the ratio of grievance officers to cases and whether officers log in and update statuses regularly.
- In March 2026 the Department of Financial Services (Insurance Division), Department of Telecommunications and Central Board of Indirect Taxes & Customs topped Group A (ministries with over 500 grievances). The Department of Official Language, Ministry of Heavy Industries and Ministry of Textiles led Group B.
- CPGRAMS reported over 1.8 lakh grievances received in March, with more than 1.8 lakh disposed. About 72 % of pending cases were less than 21 days old.
