CPGRAMS Addresses 70 Lakh Grievances in Last Two Years

January 1, 2025

The Government of India is focusing on a citizen-centric approach to enhance development. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) plays important role in this initiative. It has successfully addressed over 70 lakh grievances between 2022 and 2024, encouraging a more responsive governance framework.

What is CPGRAMS?

CPGRAMS is an online platform that connects citizens with government ministries and departments. It is developed and monitored by the Department of Administrative Reforms and Public Grievances (DARPG). It operates 24/7, allowing complaints to be filed via a web portal, mobile app, or the UMANG app.

How it Works

When a citizen files a complaint, they are assigned a unique registration ID that helps track the grievance’s progress. The system enables real-time tracking for complainants to follow the resolution status of their grievances.
Every ministry/department has appointed nodal officers who oversee grievance resolution. These officers are responsible for categorizing grievances, monitoring progress, and supervising the work of Grievance Redressal Officers (GROs).
Each grievance is to be resolved within 21 days, and if more time is needed, an interim response is provided to the complainant.
If citizens are dissatisfied with the resolution, they can appeal the decision through the platform. If the feedback provided is marked as “Poor,” the appeal option is activated. The system analyzes feedback using AI-powered tools to improve the grievance resolution process. Feedback is sent to citizens via SMS or email, ensuring continuous communication
In case of unresolved grievances, appellate officers and sub-nodal officers handle escalations within ministries or departments. These officials ensure grievances are addressed promptly.
The performance of ministries and departments in handling grievances is regularly tracked and ranked monthly to ensure accountability and continuous improvement in the process.

Issues Not Addressed by CPGRAMS

Subjudice cases (matters already in court).
Personal and family disputes.
RTI-related issues.
Matters impacting national integrity or foreign relations.
Suggestions and complaints about corruption (must be directed to the Central Board of Indirect Taxes and Customs).

Guidelines for Effective Redressal

The government has established guidelines to enhance transparency and efficiency in grievance handling. The 2024 Policy Guidelines reflect a commitment to timely and fair resolutions, supported by a 10-step reform process.

Achievements and Impact

CPGRAMS connects 92 central ministries and 36 states, with over 73,000 active users. It has resolved 70,03,533 grievances by October 2024. The Fourth Sushasan Saptah campaign further enhanced grievance redressal, addressing millions of applications and grievances.

Future Developments

The NextGen CPGRAMS platform is set to launch on 1st July 2025. It will introduce features such as WhatsApp grievance filing and machine learning tools for improved efficiency in grievance handling.

Global Recognition

CPGRAMS has received international acclaim as a model for effective governance. The Commonwealth Secretariat recognised it as a future-ready governance tool during the Third Biennial Pan-Commonwealth Heads of Public Service Meeting in April 2024.

GKToday Notes:
CPGRAMS: The Centralized Public Grievance Redress and Monitoring System serves as an online platform for citizens to file grievances. It connects all Indian ministries and departments for efficient resolution.
DARPG: The Department of Administrative Reforms and Public Grievances oversees CPGRAMS. It plays important role in implementing reforms for improving public grievance redressal and enhancing government accountability.
Sushasan Saptah: This campaign promotes good governance in India. It aims to resolve public grievances and improve service delivery, achieving milestones across hundreds of districts during its implementation.
NextGen CPGRAMS: Set to launch in July 2025, this upgraded platform will introduce innovative features. It aims to enhance grievance filing through WhatsApp and utilise machine learning for improved efficiency.

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