Public grievances are complaints or concerns made by citizens about the decisions, services, or operations of government agencies and departments. At the beginning of a given period, the number of pending grievances is indicated by the Opening Balance – Current (No.). The overall number of grievances filed during that time period is indicated by Complaints Received – Current (No. ), and the number of grievances handled or addressed is indicated by Complaints Disposed – Current (No.). Waiting More than 90 Days – Current (No.) indicates possible inefficiencies or delays by highlighting unresolved complaints that have been outstanding for more than three months. An important performance metric of responsiveness, Average Disposal Time-Current (Day), calculates the average number of days required to resolve complaints.

Monitoring these metrics is crucial for accountability, effective governance, and public trust. An effective grievance redressal system is indicated by a short disposal time and a small backlog, while administrative bottlenecks may be indicated by a large pendency. In addition to facilitating remedial actions, grievance monitoring assists policymakers in identifying persistent problems, service deficiencies, and systemic difficulties. In order to ensure that citizens’ opinions are heard in policymaking and to align with governance initiatives such as the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), public grievance metrics are essential for enhancing transparency, responsiveness, and service delivery.