Context:
The Department of Administrative Reforms and Public Grievances (DARPG) monitors and ranks government ministries and departments based on the redress of citizen complaints via the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
Financial sector entities, particularly under the Department of Financial Services (DFS), are seeing significant improvements in grievance handling.
The rankings encourage better customer service, faster grievance resolution, and improved public trust in banks and insurers.
Key Highlights:
| Category | Key Highlights |
|---|---|
| Overall DFS Performance | • Banking Division: Ranked 14th (↑ from 24th in April 2025). • Insurance Division: Ranked 12th (↑ from 30th in April 2025). • Pension Reforms Division: Achieved Top Rank (↑ from 14th in April 2025). • Grievances Addressed: 74.38% • Appeals Resolved: 60.22% |
| Complaint Volume & Resolution | • Total Banking Grievances: 22,013 • Resolved: 16,985 cases (≈77%). • Turnaround Time (TAT): Majority resolved within 21 days; only 155 exceeded TAT. • PSBs: Only 24 complaints exceeded TAT. • NBFCs/Private Banks: 89 complaints exceeded TAT. • Appeals: PSBs had no appeals pending beyond 30 days; NBFCs/private banks had 20 pending. |
| GRAI Index Metrics (Revised 2025 Framework) | • Efficiency (55%) – Resolution within 21 days, average resolution time, and pending grievances. • Feedback (35%) – Customer satisfaction levels and appeal trends. • Organisational Commitment (10%) – Adequacy of grievance-handling staff vs. complaint volume. • Note: Domain knowledge parameter was removed in the revised assessment. |
| Top-Ranked Banks (August 2025) | Public Sector Banks (PSBs): • 1st – Indian Overseas Bank • 2nd – Bank of India Private Sector Banks: • 1st – Yes Bank • Lowest – IndusInd Bank • Karur Vysya Bank – Best among smaller private banks. |
| Insurance Companies Rankings (August 2025) | • 1st: New India Assurance (↑ from 7th in July 2025). • 2nd: Life Insurance Corporation of India (LIC) – consistent rank for July & August 2025. |
