Why in News:

The Grievance Redressal Assessment and Index (GRAI) 2022 has been launched.

Important Points:

The GRAI 2022 is an initiative by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India.

About the GRAI 2022:

  • The GRAI was conceptualized and designed by the Department of Administrative Reforms and Public Grievances (DARPG) to provide a comparative analysis of grievance redressal mechanisms in different organizations.
  • A total of 89 Central Ministries and Departments underwent assessment and were ranked based on a comprehensive index.
  • The assessment focused on four dimensions: Efficiency, Feedback, Domain, and Organizational Commitment, which were evaluated using 12 corresponding indicators.
  • GRAI’s findings revealed a decline in the time taken to dispose of grievances from 32 days in 2021 to 18 days in 2023.
  • Data for computing the index was collected from the Centralised Public Grievance Redressal and Management System (CPGRAMS) between January and December 2022.


  • CPGRAMS is an online platform that enables citizens to submit grievances from anywhere and anytime, 24×7.
  • The system generates a unique registration number for tracking grievances.
  • It is available in 22 scheduled languages along with English.
  • In 2022, the government implemented the 10-step reforms of CPGRAMS, which included Universalization of CPGRAMS 7.0, Technological Enhancements using AI/ML, etc.
  • Citizens can access CPGRAMS through a standalone mobile application, making it convenient to submit grievances and track complaint progress.

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