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NEW DELHI: In a significant indication of enhanced responsiveness in governance, the Department of Pension & Pensioners’ Welfare has resolved 55,554 pension-related grievances through the Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) portal between January 1 and July 15, 2025.
This was disclosed in a reply by Union Minister (Independent Charge and MoS for Personnel, Public Grievances and Pensions, Dr. Jitendra Singh in the Lok Sabha on Wednesday.
A total of 63,310 pension grievances were received on the CPENGRAMS portal during the same period, showing a resolution rate of nearly 88%. The average time taken to address complaints has come down significantly-from 35 days in January to just 20 days in July-reflecting an improvement in systemic efficiency and compliance.
The Minister attributed the improved performance to a series of policy measures, including the issuance of a dedicated circular on “Effective Redressal of Pension Grievances” in October 2024. This policy instructs Ministries and Departments to aim for grievance resolution within 21 days and lays down clear roles and responsibilities for grievance and appellate officers. Supporting initiatives such as Monthly Inter-ministerial Review Meetings, Thematic Adalats, targeted capacity-building programmes, and annual special campaigns have also contributed to the progress, he added.
Grievances related to the Ministry of Defence, Department of Financial Services, and Ministry of Railways made up the largest share of pending cases, the reply noted.
In a separate response to another Parliament question, Dr. Jitendra Singh informed the House that the Government has officially reduced the upper limit for redressal of public grievances from 30 days to 21 days. This was made part of the Comprehensive Guidelines for Effective Redressal of Public Grievances issued on August 23, 2024.
According to data shared in the Lok Sabha, more than 1.25 crore public grievances have been redressed since 2020 via the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). In 2025 alone, over 10.3 lakh complaints were resolved up to June 30.
The move to shorten timelines and improve follow-through on citizen grievances is being seen as part of a broader administrative reform effort aimed at enhancing transparency and accountability in public service delivery. While challenges persist in certain departments, the overall trend suggests a growing emphasis on outcome-oriented governance.
