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Centralized Public Grievance Redressal and Monitoring System

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13th Report on Central Ministries/Departments performance on CPGRAMS released by DARPG.

Key Details:

  • The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report.
  • It provides a detailed analysis of types and categories of public grievances and the nature of disposal.
  • This is the 13th report on Central Ministries published by DARPG.

About CPGRAMS:

  • Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery.
  • It is a single portal connected to all the Ministries/Departments of Government of India and States.
  • Every Ministry and States have role-based access to this system.
  • CPGRAMS is also accessible to the citizens through standalone mobile application downloadable through Google Play store and mobile application integrated with UMANG.
  • CPGRAMS also provides appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.

Public Grievances

  • The Allocation of Business Rules, 1961, allocates to DARPG inter alia, the responsibility for Policy, Coordination and Monitoring of issues relating to:
    • Redress of Public Grievances in general and
    • Grievances pertaining to Central Government Agencies.
  • The Public Grievance Division is responsible for this activity since 1987.
  • From 1997, the Division has also been made responsible for Citizen Centric Initiatives, namely, Citizens Charter.