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.
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.
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.
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.
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.
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is a platform designed to address complaints about service delivery. It can be accessed through a mobile app or website, promoting transparency and accountability. CPGRAMS provides a unique registration ID for tracking complaints and an appeals mechanism for unresolved grievances. It operates within defined boundaries and allows citizens to file complaints online, through mail, or at Common Service Centers. Each Central Ministry or Department has a Director of Grievances to streamline the resolution process. CPGRAMS aims to provide swift solutions within 30 days and offers interim responses and explanations for delays. A mandatory feedback system and feedback call center contribute to continuous improvement and effective resolution of citizens’ grievances. CPGRAMS promotes transparency, accountability, and public satisfaction with administrative processes, upholding the principles of good governance and responsiveness to citizens’ concerns.
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Q1. What exactly is CPGRAMS and what does it serve?
A1. The Centralised Public Grievance Redress and Monitoring System, also known as CPGRAMS, is an online forum where people can file grievances about how government ministries and departments provide services. Effectively addressing and resolving complaints is its goal.
Q2. What is the URL for CPGRAMS?
A2. On its official website, https://pgportal.gov.in/ a specific mobile app that is accessible on Google Play or UMANG, or both, you can access CPGRAMS.
Q3. How does CPGRAMS make sure that the grievance resolution procedure is transparent?
A3. CPGRAMS offers a feedback option to score the resolution of complaints and assigns a distinct registration ID to track the status of complaints. The appeals procedure is available to disgruntled complainants as well.
Q4. What kinds of issues does CPGRAMS not consider?
A4. CPGRAMS does not examine issues involving the Right to Information (RTI), familial or personal conflicts, pending legal proceedings, religious issues, or complaints from public servants about their work.
Q5. How can I use CPGRAMS to file a complaint?
A5. On the official government website, you can file a complaint. You can mail your complaint or submit a grievance form at a Common Service Centre if you don’t have internet access.
Q6. How long does it typically take for complaints on CPGRAMS to be resolved?
A6. A complaint is typically resolved in 30 days. If there is a delay, interim answers may be given along with explanations.
Q7. What happens if my issue is not addressed in the allocated time?
A7. The director of public grievances for the ministry or department can be contacted using the information on the portal.
Q8. Is post-resolution feedback from complainants required?
A8. Yes, once the Nodal Grievance Officers have resolved the issue, the complainant is obligated to submit comments. The grievance resolution procedure is made better by this feedback.
Q9. How long do I have to appeal a decision if I’m not happy with it?
A9. After the resolution, you have 30 days to seek an appeal.
Q10. Is there a call centre where I may get feedback and help if there are still problems?
A10. Yes, a call centre for feedback on complaints that have been resolved has been established. The call centre can help with filing as well.
