Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

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

1. Grievances are addressed promptly, with a maximum resolution time of 21 days.

2. 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.