Srinagar: More than 30,700 public grievances have been resolved in Jammu and Kashmir over the past three years through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), the Centre informed the Rajya Sabha.
In a written reply to an unstarred question, Union Minister of State in the Ministry of Personnel, Public Grievances and Pensions Dr Jitendra Singh said that a total of 23,386 grievances were received from Jammu and Kashmir between 2023 and 2025, out of which 30,707 cases were disposed of during the period, including those brought forward from previous years.
According to the data, 12,919 grievances were brought forward at the beginning of 2023, while 6,991 fresh complaints were received during the year. Out of these, 17,858 grievances were disposed of, leaving 2,052 cases pending at the end of the year.
In 2024, a total of 8,459 grievances were received, with 2,052 cases carried forward from the previous year. During the year, 3,171 complaints were resolved while 7,340 remained pending.
Similarly, in 2025, the number of grievances brought forward stood at 7,340, while 7,936 new complaints were registered. Of these, 9,678 grievances were disposed of and 5,598 cases remained pending.
The Minister said the government has introduced several reforms to strengthen the grievance redressal mechanism and ensure timely resolution of public complaints.
He said a 10-step reform process for CPGRAMS was introduced in April 2022 to make grievance redressal more effective, accessible and citizen-centric. Later, in August 2024, comprehensive guidelines were issued to reduce the grievance redressal timeline from 30 days to 21 days.
The guidelines mandate integration of grievance platforms, establishment of dedicated grievance cells in ministries and departments, appointment of nodal and appellate officers and strengthening of grievance escalation mechanisms.
Dr Singh further said that the Administrative Training Institute in Jammu and Kashmir has been provided grants under the Sevottam Scheme of the Department of Administrative Reforms and Public Grievances for the financial years 2024-25 and 2025-26 to build capacity of government officials in grievance redressal.
He added that several initiatives have also been taken to improve transparency and accountability in governance, including wider use of CPGRAMS dashboards, adoption of e-Office for digital file movement and monitoring, and service delivery assessment through the National e-Service Delivery Assessment framework.
