In News:

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) has emerged over the last decade as one of the world's largest digital public grievance redressal platforms, strengthening citizen participation and accountability in governance.

About CPGRAMS

CPGRAMS is the Government of India's flagship digital grievance redressal platform. It provides a common digital interface through which citizens can lodge grievances relating to government services and track their resolution.

It was developed and is monitored by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions.

Key Features

• 24×7 Accessibility: Citizens can submit grievances at any time through a single digital platform.
• One Nation–One Portal: The system connects Central Ministries, Departments, State Governments and Union Territories, creating an integrated grievance-redressal ecosystem.
• Language Inclusivity: Grievances can be submitted in 22 Scheduled Languages, in addition to English.
• Grievance Tracking: Every complaint receives a unique registration ID, allowing citizens to track its status.
• Time-Bound Redressal: Grievances are to be resolved promptly and within a maximum period of 21 days.
• Appeal Mechanism: If a citizen is dissatisfied with the resolution, an appeal facility is available.

Feedback and Appeal

After a grievance is closed, the complainant can provide feedback on the quality of the resolution. If the rating is ‘Poor’, the option to file an appeal is enabled.

The appeal status can also be tracked using the grievance registration number, strengthening accountability in the redressal process.