Centralised Public Grievance Redress and Monitoring S

India's CPGRAMS has achieved a 74% reduction in public grievance pendency since 2021.
This reflects the government’s enhanced focus on efficient grievance redressal and timely resolution of citizen complaints.

About CPGRAMS

Purpose: CPGRAMS is an online 24×7 platform that allows citizens to lodge grievances related to service delivery with central and state government authorities.
Developed and Monitored By: Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances, and Pensions.
Scope:
- Single portal connected to all central ministries and state departments.
- Ministries and states have role-based access.
Accessibility:
- Web portal
- Standalone mobile application (Google Play)
- Integration with UMANG app
Tracking: Each grievance receives a unique registration ID, which allows the complainant to track its status.

Grievance Redressal Process

Grievances are addressed promptly, with a maximum resolution time of 21 days.
Appeals and Feedback:
- Citizens can file an appeal if they are not satisfied with the initial resolution.
- After grievance closure, complainants can provide feedback.
- If feedback is rated ‘Poor’, the system enables filing of an appeal.
- The status of the appeal can also be tracked using the grievance registration number.

Exclusions

CPGRAMS does not take up the following issues for redressal:

Sub-judice matters or judgments given by courts.
Personal and family disputes.
RTI-related matters.
Religious issues.
Matters affecting territorial integrity of India or friendly relations with other countries.

Significance

CPGRAMS ensures transparent and accountable governance.
The system has significantly reduced pending grievances, reflecting improved efficiency in public service delivery.
It allows citizens to actively participate in monitoring the performance of government departments.

Source: PIB

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