Centralised Public Grievance Redress and Monitoring System:
The Centralised Public Grievance Redress and Monitoring System (CPGRAM) over the last decade has emerged as one of the world’s largest digital public grievance redressal platforms.
- Centralised Public Grievance Redress and Monitoring System is the Government’s flagship digital grievance redressal platform.
- It functions as a comprehensive digital ecosystem that combines technology, accountability, and citizen participation to ensure effective and accessible grievance redressal.
- It was developed and monitored by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances, and Pensions.
- It is available to citizens 24×7, CPGRAMS provides a single portal connected to all Central Ministries, Departments, State Governments, and Union Territories.
- To make grievance redressal more accessible, CPGRAMS supports submissions in 22 scheduled languages, in addition to English.
- One Nation–One Portal: Integration of State grievance portals and other Government platforms with CPGRAMS has created a unified and streamlined grievance redressal ecosystem across the country.
- The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.
- The grievances received on the CPGRAMS shall be resolved promptly as soon as they are received but within a maximum period of 21 days.
- CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.
- After closure of grievance, if the complainant is not satisfied with the resolution, he/she can provide feedback.
- If the rating is ‘Poor’ the option to file an appeal is enabled.
- The status of the appeal can also be tracked by the petitioner with the grievance registration number.
