Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

Why in News?

Recently, the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) successfully resolved over 70 lakh grievances from 2022-2024.

• CPGRAMS – It is a 24*7 online platform for citizens to lodge their grievances to the public authorities on any subject related to service delivery.
• Launched in – 2007.
• Monitored by – Department of Administrative Reforms and Public Grievances, Ministry of Personnel, Public Grievances & Pensions.
• Coverage – It connects 92 Central Ministries, Departments and Organizations with 36 States/UTs.
  • Supported by – Over 73,000 active subordinate users.
  • Organizations – 96,295 registered.
• Compliant filing – Citizen can file complaints through the web portal or mobile app or UMANG app.
• Each complaint receives a unique registration ID, allowing users to track its progress.
• Tracking - My Grievance app serves as an independent platform for filing and tracking complaints.
• Grievance Redressal timeline – 21 days.
• Appeal mechanism – If a citizen is dissatisfied with the resolution, they file an appeal once the grievance is closed.

• Matters not treated as Grievance
  • Right To Information (RTI) Matters
  • Court related / Subjudice matters
  • Religious matters
  • Suggestions
  • Service matters of Government employees.
• Policy Guidelines 2024 – Ensuring quicker resolutions & better citizen engagement.

From 2022 to 2024, the system enabled the resolution of 70,03,533 grievances and mapped 1,03,183 Grievance Redressal Officers (GROs) as on 31 October 2024.

References

1. PIB| CPGRAMS A Citizen-Centric Path
2. PG Portal| CPGRAMS