Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

Updated: 23-01-2024 07:31:03 AM

What is CPGRAMS?

Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is one of the leading measures formulated by the Indian Government to address the public issues. The main objective of this system is to receive complaints from the public, filter them according to seriousness and urgency, sending them to the concerned government departments or agencies and coordinating with the immediate process of redressal.

Functions of the System

CPGRAMS is regularised as a grievance management system performing the following functions for the welfare of the general public:

• Receives and addresses consumer complaints regarding different products and schemes offered by the central government.
• Forwarding different grievances to the concerned government departments for further processing.
• Evaluates the effectiveness and efficiency of the grievance process/machinery of each and every concerned agency.
• Contrives proper policy guidelines in order to ensure the working of a citizen-centric governance in the country.
• Forseeing the areas of dissatisfaction, identifying where the organisations are not maintaining transparency for the benefit of the consumers and intervening to help achieve better in terms of satisfaction.
• Conducting timely review of laws, procedures, rules and regulations with the motive of making the entire process transparent and citizen friendly.
• Introduces effectively operating facilitation centres for the citizens.
• Aims to provide a consolidated platform for the citizens to seek redressal of their grievances.

What is the process of grievance redressal under CPGRAMS?

Now, the process begins right when a consumer registers a complaint and works till the issue reaches the concerned authority/department/agency. The entire process is divided into four steps:

1. Submission of grievances by the citizen
2. Tracking of the grievance at the hands of nodal officers/apex organisations
3. Assessment of the issue by the concerned Ministry/Government
4. Redressal of the grievance by the concerned authorities/sub-divisions

Here is an infographic which will help you understand the process of redressal of grievances under CPGRAMS in a better way.

Frequently Asked Questions

Q.1: Where can the grievances be sent?

Ans: You can either send your grievances online, by post or in person to The Department of Administrative Reforms and Public Grievances (DARPG) or to the Department of Pensions and Pensioners’ Welfare (DPPW); at pgportal.gov.in

Q.2: How do I lodge grievances in CPGRAMS?

Ans: You can register your complaints and grievances online. In case of unavailability of internet facility, complaints can be lodged via post.

Q.3: How to track my grievance in CPGRAMS?

Ans: To track your grievance, 

1. Go to view status button on the http://pgportal.gov.in
2. Enter your registration number, mobile no. and verify with security code
3. Click on Submit to see the status

Q.4: What is the time limit for redress of grievances?

Ans: It takes a maximum 60 days for the redressal of a complaint. In case there is further delay, an interim reply along with the reason of the delay is conveyed to the citizen. 

Q.5: Who are the nodal agencies in the Central Government?

Ans: There are two designated nodal agencies in the Central Government responsible for handling the grievances:

1. Department of Administrative Reforms and Public Grievances , Ministry of Personnel, Public Grievances and Pensions
2. Directorate of Public Grievances, Cabinet Secretariat