New Delhi, Mar 12: The Centre on Thursday informed the Rajya Sabha that more than 7,900 public grievances related to the Jammu and Kashmir government were received in 2025 through the online Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
In a written reply, Union Minister of State for Personnel Jitendra Singh said a total of 7,936 grievances were registered during the year, excluding 7,340 cases carried forward from earlier periods.
Of the cases handled during the period, 9,678 grievances were disposed of, while 5,598 remained pending, he said.
Singh said the complaints were submitted on the CPGRAMS portal and forwarded to the Jammu and Kashmir administration for necessary action.
Providing a comparison with previous years, the minister said 8,459 grievances were received in 2024, while 6,991 complaints were registered in 2023. He said the government introduced a 10-step reform plan for CPGRAMS in April 2022 aimed at improving the efficiency, accessibility and timeliness of grievance redressal.
The minister informed the House that comprehensive guidelines issued in August 2024 reduced the time limit for addressing grievances from 30 days to 21 days.
According to the guidelines, ministries and departments are required to integrate grievance platforms, set up dedicated grievance cells and appoint nodal and appellate officers to monitor the process.
The framework also focuses on analysing the root causes of complaints, strengthening escalation mechanisms and incorporating citizen feedback to improve service delivery.
Singh added that a “review meeting module” has also been introduced on the CPGRAMS platform to enable senior officials to regularly assess the status of complaints and ensure faster resolution. (KNO)
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