The telecom ministry, which is often bogged down by call drop complaints, tops the government's grouse chart as the new transparency initiative of the Narendra Modi government has led to a grievance deluge.
A majority of complaints, around 75 per cent, pertained to only 20 ministries, with the telecom department sitting on top of the grievance mountain.
Officials attribute the rise in grievances to PM Modi's personal initiative in ensuring transparency in governance.
The Quality Council of India (QCI) has carried out a diagnostic study of the grievances and has also given recommendations to the government to resolve complaints. Dr RP Singh, secretary general, QCI, said the purpose of the exercise is to improve the services.
"This is to improve the services and make the government accountable. QCI has made recommendations on how grievances can be resolved and things can be improved. We have also studied how developed countries deal with such grievances," he said.
The Department of Telecommunications has received maximum number of grievances, with about 1.61 lakh complaints, but on a brighter note, it also addressed many of these complaints. The DoT has taken proper care in resolving the issues, with only 11 complaints pending for more than a year.
Call drop has been probably the biggest concern of consumers during the last year and the telecommunications department took actions accordingly.
In the telecom sector, major complaints were about the non-functioning internet services or its slow speed, overcharging, unfair deductions, services barred and network problems.
The Ministry of Railway, which directly deals with common people, was at the second position with over 76,000 complaints, with 878 of them unsolved even after a year. Officials said the maximum complaints were about services and delays in running time of the trains.
The banking division of the Department of Financial Services was at the third position with over 65,000 complaints and there was no pendency of complaints crossing the time-limit of one year.
A senior official said the government is very concerned about the grievances of the common people and the Cabinet secretary has written to the concerned ministries for further discussion on grievances and its redressal system.
The Department of Higher Education is at 6th position with over 34,000 complaints, out of which over 1400 remain unresolved even after a year.
The analysis by the QCI revealed the top-most issue for the department is the delay in disbursement of fellowships and quality of education.
The Department of Health and Family Welfare, which received over 27,000 complaints, has four major areas of concern. The QCI analysis revealed maximum number of complaints was about medical education, central government's health scheme and pre-medical examinations. "The top-most issue for the ministry is the quality of service at the CGHS centres, which accounts for about 25 per cent of all addressable grievances, followed by the enforcement of MCI norms, which account for 18 per cent," the QCI analysis shows.
In order to make the public grievances redressal process more effective, PM Modi had launched a new multi-purpose and multi-modal platform 'PRAGATI' last year. Officials said interactive platform PRAGATI (Pro-Active Governance and Timely Implementation) is aimed at addressing common man's grievances, and simultaneously, monitoring and reviewing important programmes and projects of the government of India.