Banking Division retains 5th position for the second consecutive month, reflecting sustained performance in grievance redressal

The Department of Financial Services (Banking and Insurance Division) has been receiving more than 2.50 lakh grievances in a financial year. It has been consistently figuring in the top 10 Grievance Redressal Assessment and Index (GRAI) rankings amongst various Ministries/Departments since November 2025. For the month of March 2026, the Insurance division has topped the Group A Category (registering more than or equal to 500 grievances) in the GRAI ranking, released by Department of Administrative Reforms and Public Grievance. On the other hand, Banking Division has retained its 5^th position for second month in a row.

The GRAI framework, developed by the Department of Administrative Reforms and Public Grievances (DARPG), evaluates ministries and departments on the effectiveness and timeliness of grievance resolution through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).

This achievement reflects the Departments commitment to “Seamless, Time- bond and Empathetic Resolution”. A dedicated Grievance Redressal cell monitors CPGRAMS daily with weekly review in Senior Officers’ Meeting. Also, the concerned AS/ JS/ Divisional Heads are reviewing twenty grievances on a monthly basis. Since 07.01.2024, Secretary (FS) also has been personally reviewing twenty randomly selected closed grievances on a monthly basis and till date twenty (20) such meetings have been held where 400 grievances have been reviewed. Such a practice reinforces confidence amongst customers by ensuring that their concerns are being addressed appropriately at the top most level.

Key factors contributing to this performance include:

• Timely disposal of grievances.
• Reduction in pendency levels
• Improved quality of grievance resolution

The Government remains committed to further strengthening grievance redressal mechanisms to ensure efficient and accessible public service delivery.

Grievance redressal performance under CPGRAMS improves through structured monitoring, timely disposal, and reduced pendency in public service delivery. Grievance redressal performance under CPGRAMS is assessed through the GRAI, which measures ministries and departments on effectiveness and timeliness of complaint resolution. The Insurance Division of the Department of Financial Services ranked first in the Group A category for March 2026, while the Banking Division retained fifth position for the second consecutive month. A structured mechanism of daily monitoring, weekly review, and monthly scrutiny supports timely disposal, reduced pendency, and improved quality of resolution.