The Long Wait at the Window: Fixing India's Grievance System

CPGRAMS now resolves a central grievance in about 15-16 days on average, down from 28 days in 2019.

The real gap is quality: a case closed is not always a problem solved.

Citizen satisfaction sits near 62%, and many complaints get shut with a templated reply.

Time-bound service laws exist in most states but suffer weak penalties and low awareness.

Experts back independent appeals, root-cause analysis and an enforceable national citizens charter.

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