The central government resolved 99% of citizens' grievances in 2016, even as the number of complaints grew 35% over the previous year to the highest ever. In contrast, the state governments managed to dispose of just 15% complaints, the Department of Personnel and Training said in its annual report for 2016-17. The Centre is now planning to adopt 'Twitter Sewa' facility to monitor grievances on social media too, the report said. In 2014, when the NDA took office, the Centre had received just 2.7 lakh complaints against its departments. Officials attributed the spike in the number of complaints subsequently to faster disposal by the NaMo administration and its efforts to enhance awareness among citizens in this regard. The Centre disposed of 11.82 lakh complaints in 2016-17, with the four departments topping the charts including the telecom department, financial services (banking division), railways and the human resource development ministry. To reduce the number of grievances, reforms have been introduced such as automatic refunds on cancellation of train tickets, single-window pension through disbursing banks, e-verification of income tax returns and expediting income tax returns up to Rs 50,000, the report said.