Jitendra Singh,Union Minister of State (Independent Charge) for Science and Technology; Earth Sciences and Minister of State for PMO, Personnel, Public Grievances and Pensions
“If a complaint is coming from different parts of the country, it is time to question the underlying rules or procedures,” he remarked, noting that over 1,600 obsolete rules had already been scrapped as part of a systemic clean-up.
New Delhi: Jitendra Singh,Union Minister of State (Independent Charge) for Science and Technology; Earth Sciences and Minister of State for PMO, Department of Atomic Energy, Department of Space, Personnel, Public Grievances and Pensions on Wednesday called for a fundamental shift in the way public grievances are handled, emphasizing that grievance redressal must go beyond disposal to ensure citizen’s satisfaction.
Addressing the National Workshop on “Effective Redressal of Public Grievances, NextGen CPGRAMS and Progress Review,” DrSingh said the government must treat grievances as opportunities to identify flaws in policies and administrative rules.
The minister said, grievance redressal ought to be a tool for systemic reform and ease of living.
“If a complaint is coming from different parts of the country, it is time to question the underlying rules or procedures,” he remarked, noting that over 1,600 obsolete rules had already been scrapped as part of a systemic clean-up.
Tracing the evolution of grievance redressal in India, Singh recalled how, in 2014, only about two lakh grievances were filed annually, and many government websites created for this purpose remained unused.
“Today, more than 26 lakh grievances are filed every year. This reflects a transformation in public trust and the system’s responsiveness,” he said, crediting the shift to the government’s push for citizen-centric digital governance under Prime Minister Narendra Modi’s leadership.
The minister also highlighted innovative efforts like setting up a human interface after grievance disposal—where trained personnel call complainants to assess satisfaction levels—and the identification of recurring grievance patterns to flag deeper policy issues.
Adding a broader institutional context to the workshop, V. Srinivas, secretary, Department of Administrative Reforms and Public Grievances (DARPG), said the government had made major strides in technology adoption and procedural reforms through CPGRAMS 7.0.
“Grievance redressal time is now down to 15 days, and citizen satisfaction levels have touched 62%. Over 1.15 crore grievances have been redressed between 2019 and 2025,” he said.
The CPGRAMS platform, now linked with all Central Ministries, State Governments, and 23 Administrative Training Institutes, has also received international recognition from the Commonwealth Secretariat and the IBM Centre for Excellence.