Context
The Insurance Division under the Department of Financial Services ranked first in the Group A category of the Grievance Redressal Assessment and Index (GRAI) for March 2026, as released by the Department of Administrative Reforms and Public Grievances (DARPG).
About Grievance Redressal Assessment and Index (GRAI)
- The Grievance Redressal Assessment and Index (GRAI) was developed by the Department of Administrative Reforms and Public Grievances (DARPG) to evaluate how efficiently government ministries and departments respond to public grievances.
- It was first introduced through GRAI 2022, which was released on 21 June 2023, marking the beginning of a structured ranking system for grievance redressal performance.
- The index assesses performance based on 11 indicators, which are grouped under four broad dimensions—Efficiency, Feedback, Domain, and Organisational Commitment.
- By analyzing these parameters, the index encourages departments to improve accountability, strengthen citizen-centric service delivery, and ensure quicker resolution of complaints.
- A key focus of GRAI is to improve the effectiveness of grievance handling through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
- A single integrated portal connects all ministries and departments of the Government of India as well as State governments, enabling a unified grievance handling system.
- Through this platform, citizens can file complaints related to public service delivery at any time, as it remains operational on a 24×7 basis.
- After submission of a grievance, the system generates a unique registration ID, which allows users to track the status and progress of their complaint online.
- The system has been developed and is monitored by the Department of Administrative Reforms and Public Grievances under the Ministry of Personnel, Public Grievances and Pensions.
- Designed to ensure efficiency in governance, grievances registered on CPGRAMS are expected to be resolved in a time-bound manner, generally within 21 days of receipt.
- Overall, the platform strengthens grievance redressal by improving transparency, accessibility, and responsiveness in public service delivery.
