CPGRAMS Portal of Government of India

The Centralized Public Grievance Redress and Monitoring System (CPGRAMS Portal of Government of India) is an online platform that can be used by citizens 24/7 to make complaints with government entities about any aspect of service delivery. It is a unified gateway connecting all Ministries or Departments of the Government of India and the States. This system is easily accessible to all Ministries and States, depending on their duties. Citizens can also use CPGRAMS through a separate mobile application available for download from the Google Play store, as well as a mobile application linked with UMANG.

Overview of CPGRAMS

CPGRAMS, which actually stands for Centralized Public Grievance Redress and Monitoring System, is basically a platform established by the Government of India to address public concerns in an active and transparent manner.

• Objective: CPGRAMS seeks to establish a site where citizens may file complaints about government services and receive prompt resolution.
• Online Grievance Redressal: Individuals can use the website to submit grievances and communicate their concerns.
• Ministries and departments: CPGRAMS portal is integrated with various ministries and departments of the Government of India, ensuring that grievances are directed to the right authorities for redress.
• User-friendly Interface: The site’s UI is user-friendly, making it accessible to a wide spectrum of users. The tool allows citizens to simply register and track their grievances.
• Real-time Monitoring: The system allows for real-time tracking of grievance status. Users can check the status of their complaints and receive updates on the measures taken by the relevant authorities.

Functions of CPGRAMS

CPGRAMS is an online, web-enabled system. The following are the functions of the Centralized Public Grievance Redress and Monitoring System:

• The web-based system allows citizens to report grievances anytime and from anywhere in the country.
• The Department seeks to collect at least 1000 grievances per year, based on the gravity of the issue, track them down, and resolve them until they are totally resolved.
• Once a grievance is submitted through the web portal, a unique registration number is generated, and every citizen who submits a grievance can track its progress using the personalized registration number.
• If a citizen has a complaint against the government, its ministers, or any department, they can contact the CPGRAMS for a faster resolution to their problems.
• The CPGRAMS would allow citizens to lodge issues online with the relevant organizations, which will be linked to their official website.
• If residents are not satisfied with the Grievance Officer’s decision, they can then file an appeal with CPGRAMS.
• Again, If the complainant is not satisfied with the resolution, he or she may submit feedback after the grievance has been closed. If the rating is ‘Poor’, the option to register an appeal is available.
• The status of the appeal can also be checked by the petitioner using the grievance registration number.

Issues that are not taken up for redress:

• Subjudice cases refer to judicial judgments.
• Disputes between individuals or families.
• RTI is important.
• Any issues affecting the country’s territorial integrity or cordial relations with foreign countries.
• Suggestions.

How to File a Complaint in CPGRAMS?

Citizens can make a CPGRAMS complaint about any government ministry or agency by going to the agency of Administrative Reforms and Public Grievances’ official website.

The following steps can be performed to make a complaint against any Ministry or Department:

• On the home page of the official website (gov.in), click on the ‘Lodge a Grievance’ option.
• Register on the portal using a valid account and password.
• Once registered, you can update the online grievance form and follow up until it is fully handled.
• People can also check the status of their concerns, as well as the number of pending and settled grievances, on the same web page.
• There is also a reminders/clarifications option, which lists freshly received notices or clarifications from higher officials and authorities.
• When a citizen files a grievance online, the Nodal Officer receives it and forwards it to the appropriate Officer for redress and prompt action. The received grievance is then addressed by the Board.

So basically the steps can be summarized as:-

• Submission of grievances by citizens.
• Tracking of grievances by nodal officers/apex organization.
• Assessment of the matter by the relevant Ministry/Government.
• Redressal of the complaint by the relevant authorities/sub-divisions.

Conclusion

In conclusion, CPGRAMS Portal of Government of India, demonstrates the Government of India’s commitment to promoting transparency and responsiveness in government. This unique portal empowers citizens by providing a smooth forum for them to express their issues and seek resolution regarding government services. CPGRAMS quickens the grievance redressal process by providing a user-friendly interface, real-time monitoring, and interaction with numerous ministries and departments. This ensures that complaints are addressed quickly by the appropriate authorities. The system’s dedication to accountability, data-driven insights, and ongoing development emphasizes its critical role in restoring public trust and facilitating more efficient and citizen-centric management. CPGRAMS status remains a cornerstone in the government’s efforts to build a more responsive and accountable governance system for the benefit of its population.