Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform that allows citizens to submit complaints about service delivery at any time. It is connected to all government ministries and departments in India, as well as state-level counterparts, each with their own specific access. To access the system, citizens can use a dedicated mobile app available on Google Play or UMANG.

Steps To Ensure Transparency

To ensure transparency, CPGRAMS does the followong :

• Assigns a unique registration ID to track the status of complaints.
• If complainants are not satisfied with the resolution provided by the Grievance Officer, they can go through an appeals process.
• If the resolution is rated as ‘Poor,’ an ‘Appeal’ option becomes available, and the progress of the appeal can be monitored using the grievance registration number.

Issues Not Entertained

There are certain issues that are not taken up for redress, including matters related to the Right to Information (RTI), personal and family disputes, matters currently under court consideration, subjudice cases, religious matters, anything that impacts the territorial integrity of the country or friendly relations with other countries, and grievances of government employees regarding their service, unless they have followed the prescribed channels as per the Department of Personnel and Training (DoPT) Office Memorandum No. 11013/08/2013-Estt.(A-III) dated 31.08.2015.

How To Submit complaint ?

At the official government portal , you can make a complaint online . You are free to mail your complaint if you do not have access to the internet or if you prefer another means. No particular format is necessary.

Any blank sheet of paper, a postcard, or an inland letter may be used to submit a complaint to the Department. Another option is to submit a grievance form at a Common Service Center. An online or postal acknowledgement of the complaint is provided. Every complaint is assigned a unique registration number.

Authorities Role?

Each Central Ministry or Department has a “Director of Grievances” who is either a Joint Secretary, Director, or Deputy Secretary. This individual serves as the main point of contact for complaints regarding the specific tasks assigned to that Ministry or Department.

In Fact almost every Wednesday of the week is set aside by the Director of Public Grievances for the purpose of receiving and personally handling grievances.

Resolution And Feedback

Generally, it takes thirty (30) days to resolve a complaint. If there is a delay, an interim response shall be provided along with the reasons as may be applicable. In these situations, when your complaint is not resolved within the allotted time, You can raise the issue with the ministry or department’s director of public grievances, whose contact information is listed on the pg portal.

Further, post resolution, a mandatory feedback rating that must be provided by the You after the Nodal Grievance Officers have resolved the complaint has been developed to address unsatisfied concerns in regard to Central Ministries/Departments. The applicant has thirty days to file the appeal.In the event that the department does not get feedback through the portal, a feedback call center has been established to solicit feedback from the public on complaints that have been resolved. The call centre helps fill out the appeal as well. So, you may also expect a contact from the authorised representatives on that behalf.

Conclusion