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The Department of Administrative Reforms and Public Grievances (DARPG) released its 51st monthly CPGRAMS report for Central Ministries and Departments and its 48th monthly report for States and UTs, both for July 2026.
Central Ministries and Departments received 2,20,909 grievances and redressed 2,16,827 in July 2026, leaving a pendency of 83,866; States and UTs received 1,01,047 and redressed 83,324, with pendency of 2,33,714 as on 31 July 2026.
In the GRAI rankings for July 2026, the Department of Posts, the Department of Telecommunications and the Department of Financial Services (Insurance Division) topped Group A, while the Ministry of Development of North Eastern Region, the Department of Official Language and the Ministry of Textiles topped Group B.
The nodal agency of the Government of India for administrative reforms and for policy on public grievance redressal. It runs CPGRAMS, publishes the monthly CPGRAMS reports and the GRAI, administers the Sevottam scheme, and organises the National Conference on e-Governance and the Prime Minister's Awards for Excellence in Public Administration.
The commission whose recommendations underpin India's current service-delivery and grievance architecture. It submitted 15 reports between 2006 and 2009; its Twelfth Report, 'Citizen Centric Administration — the Heart of Governance', dealt with citizens' charters and citizen participation in administration, and the Sevottam framework flows from its work.
Village-level digital access points through which citizens without internet access can file CPGRAMS grievances. CPGRAMS is integrated with the CSC portal and available at more than 5 lakh CSCs, worked by about 2.5 lakh Village Level Entrepreneurs; 9,475 grievances came through this route in July 2026.
A single online platform, launched by DARPG in 2007 and accessible at pgportal.gov.in, on which any citizen can lodge a grievance against a public authority and track it to disposal.
Key: Grievances are routed to the concerned ministry, department or State; a citizen dissatisfied with the disposal may file an appeal on the same platform. DARPG's 10-step reform process governs the system, and it is reachable both online and through more than 5 lakh Common Service Centres.
To rank Central Ministries and Departments on the quality of their grievance redressal and give each an organisation-wise comparative picture of its strengths and gaps.
Key: Conceptualised and designed by DARPG. Built on four dimensions — Efficiency, Feedback, Domain and Organisational Commitment — and 12 indicators, computed from CPGRAMS data. The first edition, GRAI 2022, was released on 21 June 2023 and assessed 89 Central Ministries and Departments. The monthly rankings split organisations into Group A (500 or more grievances) and Group B (fewer than 500).
A service-delivery excellence framework — the name combines 'Seva' and 'Uttam' — under which government organisations assess and improve how they serve citizens. DARPG conducts officer training courses under it.
Key: Rooted in the work of the 2nd ARC and adopted by DARPG from 2006. It has three modules — Citizens' Charter, Public Grievance Redress, and Service Delivery Capability — and is codified as the Indian Standard IS 15700:2005, against which a public organisation can be certified.
A published declaration by a public organisation of the services it will provide, the standards it will meet and the remedy available when it fails — turning service delivery into a stated entitlement rather than a favour.
Key: First adopted in India in May 1997 at the Conference of Chief Ministers of States and Union Territories. It is the first of Sevottam's three modules; the standard criticism is that a charter without working grievance redress behind it is empty, which is what CPGRAMS and GRAI are meant to answer.
GRAI does not simply count how many grievances an organisation closed. It scores four things. Efficiency asks how quickly and how completely cases were disposed. Feedback asks what the complainant thought of the resolution, drawn from citizen ratings. Domain examines the nature and mix of grievances the organisation deals with. Organisational Commitment looks at the institutional effort behind redressal — dedicated officers, systems and reviews. Twelve indicators sit under these four dimensions, and all of them are computed from CPGRAMS data rather than from self-reporting, which is what makes the ranking comparable across very different ministries.
Simple Analogy: A hospital that discharges every patient in a day looks efficient on a count of closures alone. GRAI insists on also asking whether the patients got better and whether the hospital has doctors on the roster — closure speed is only one of its four dimensions.
In July 2026 the Central Secretariat disposed of 24,312 appeals against 19,778 received — the appeal backlog was being drawn down, not merely held steady. Appeal pendency stood at 17,219.
Central pendency was 83,866 against States/UT pendency of 2,33,714 — nearly three times as large on roughly half the monthly caseload. This is why DARPG operationalised a separate States/UTs Review Module from 6 July 2025, and why the report flags that 22 States/UTs each carry over 1,000 pending cases.
The chain runs 2nd ARC (2005-09) to Sevottam and its IS 15700:2005 standard, to CPGRAMS as the digital plumbing, to GRAI as the measurement layer. UPSC governance questions usually test where a given instrument sits in that chain.
CPGRAMS reaching citizens through 5 lakh Common Service Centres is the same last-mile model used for DBT enrolment and other e-governance services — the CSC network run by Village Level Entrepreneurs.
GS Paper 2 > Governance > Citizens' Charters, Transparency, Accountability and e-Governance
General Awareness > Indian Polity and Governance
General Awareness > Government Schemes and Portals
Citizens' charters, Sevottam and grievance redressal recur in UPSC GS-2 governance questions and in Mains answers on accountability; CPGRAMS and GRAI appear regularly in SSC and banking general awareness.
Centralized Public Grievance Redress and Monitoring System — DARPG's online grievance platform, launched in 2007 at pgportal.gov.in.
Grievance Redressal Assessment and Index — DARPG's ranking of Central Ministries on four dimensions and 12 indicators; first edition GRAI 2022, released 21 June 2023.
DARPG's service-delivery excellence framework with three modules — Citizens' Charter, Public Grievance Redress and Service Delivery Capability — codified as IS 15700:2005.
GRAI's two comparison brackets — organisations with 500 or more grievances, and those with fewer than 500.
The operator who runs a Common Service Centre; about 2.5 lakh VLEs make CPGRAMS reachable offline.