3 minGovernment Scheme
Government Scheme

Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

What is Centralized Public Grievance Redress and Monitoring System (CPGRAMS)?

The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform for citizens to lodge grievances (complaints) with government organizations. It is managed by the Department of Administrative Reforms and Public Grievances (DARPG). CPGRAMS aims to provide a single window for citizens to raise their concerns and track their resolution. The system helps in effective grievance redressal by ensuring that complaints are properly registered, forwarded to the concerned department, and resolved within a specific timeframe. It also allows for monitoring the performance of various government organizations in handling public grievances. This promotes transparency and accountability in governance. CPGRAMS is available 24/7 to citizens.

Historical Background

The need for a robust grievance redressal mechanism was felt long ago. Before CPGRAMS, grievance redressal was often fragmented and inefficient. The Department of Administrative Reforms and Public Grievances (DARPG) recognized this gap and launched CPGRAMS to streamline the process. CPGRAMS was initially launched in 2007. Over the years, CPGRAMS has been continuously upgraded with new features and technologies to improve its effectiveness. The system has been integrated with various government portals and services to make it more accessible to citizens. The use of technology has significantly reduced the time taken for grievance redressal. DARPG regularly conducts training programs for government officials to enhance their skills in handling public grievances. The system has played a crucial role in promoting good governance and citizen-centric administration.

Key Points

12 points
  • 1.

    CPGRAMS is accessible to all citizens of India through an online portal and mobile app.

  • 2.

    Citizens can register their grievances against any government organization at the central or state level.

  • 3.

    The system provides a unique registration number for each grievance, allowing citizens to track its status.

  • 4.

    Grievances are automatically forwarded to the concerned department or officer for resolution.

  • 5.

    The system sets a time limit for resolving grievances, typically 30-45 days, although this can vary.

  • 6.

    Citizens can escalate their grievances to higher authorities if they are not satisfied with the initial resolution.

  • 7.

    CPGRAMS provides a feedback mechanism for citizens to rate the quality of grievance redressal.

  • 8.

    The system generates reports and analytics on grievance trends, helping government organizations identify areas for improvement.

  • 9.

    DARPG monitors the performance of various government organizations in grievance redressal and takes corrective action where necessary.

  • 10.

    CPGRAMS is integrated with other government initiatives such as MyGov and Right to Information (RTI) portal.

  • 11.

    The system includes features for handling sensitive grievances, such as those related to corruption or human rights violations.

  • 12.

    CPGRAMS promotes transparency by making information about grievance redressal publicly available.

Visual Insights

CPGRAMS Grievance Redressal Process

This flowchart illustrates the steps involved in the CPGRAMS grievance redressal process.

  1. 1.Citizen Registers Grievance on CPGRAMS Portal
  2. 2.Grievance Assigned Unique Registration Number
  3. 3.Grievance Forwarded to Concerned Department
  4. 4.Department Acknowledges Receipt of Grievance
  5. 5.Grievance Investigated and Action Taken
  6. 6.Resolution Communicated to Citizen
  7. 7.Citizen Provides Feedback on Resolution
  8. 8.Grievance Closed or Escalated if Unsatisfied

Recent Developments

6 developments
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In 2023, DARPG launched a new version of CPGRAMS with improved features and a more user-friendly interface.

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Integration of CPGRAMS with social media platforms is being explored to facilitate easier grievance registration.

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The government is using artificial intelligence (AI) and machine learning (ML) to analyze grievance data and identify systemic issues.

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DARPG is conducting awareness campaigns to promote the use of CPGRAMS among citizens.

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Efforts are being made to reduce the average time taken for grievance redressal through process improvements.

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Focus on improving the quality of grievance redressal by providing training to officials and implementing stricter monitoring mechanisms.

This Concept in News

1 topics

CJI Office Received 8,630 Complaints Against Judges (2016-2025)

14 Feb 2026

The news about complaints against judges, even though handled separately, illuminates the broader need for accessible and effective grievance redressal mechanisms across all branches of government. It highlights that even institutions considered highly esteemed are not immune to public scrutiny and require systems to address concerns. This news applies the concept of CPGRAMS in practice by showing that the demand for accountability and transparency extends beyond typical administrative functions. The news reveals that while CPGRAMS focuses on administrative grievances, the underlying principle of providing a voice to citizens and ensuring accountability is universally applicable. The implication is that all institutions, including the judiciary, should strive for accessible and transparent grievance redressal. Understanding CPGRAMS is crucial for analyzing this news because it provides a framework for understanding the importance of grievance redressal in a democratic society and the need for robust mechanisms to ensure accountability and transparency.

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Frequently Asked Questions

6
1. What is the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), and what are its primary objectives?

The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform that allows Indian citizens to lodge grievances (complaints) with government organizations. It is managed by the Department of Administrative Reforms and Public Grievances (DARPG). Its primary objectives are to provide a single window for grievance registration, ensure proper forwarding to concerned departments, facilitate timely resolution, and enable monitoring of the entire process.

Exam Tip

Remember CPGRAMS is managed by DARPG and focuses on online grievance redressal.

2. How does CPGRAMS work in practice, from the citizen's perspective to the resolution of the grievance?

In practice, CPGRAMS works as follows: * A citizen registers a grievance through the online portal or mobile app. * The system generates a unique registration number for tracking. * The grievance is automatically forwarded to the relevant department or officer. * The concerned department addresses the grievance within a specified timeframe (typically 30-45 days). * The citizen can track the status of their grievance online. * Upon resolution, the citizen may provide feedback on the process.

  • •Citizen registers grievance online.
  • •Unique registration number is generated.
  • •Grievance forwarded to relevant department.
  • •Resolution within a specified timeframe.
  • •Citizen tracks status online.
  • •Feedback option available.

Exam Tip

Focus on the flow of information and action within CPGRAMS for Mains answers.

3. What are the key provisions of CPGRAMS that make it an effective grievance redressal mechanism?

The key provisions include: * Accessibility to all citizens through online portal and mobile app. * Registration of grievances against any government organization. * Unique registration number for tracking grievance status. * Automatic forwarding to the concerned department. * Time limit for resolving grievances (typically 30-45 days).

Exam Tip

Remember the accessibility, tracking, and time-bound resolution aspects for Prelims.

4. What are the challenges in the implementation of CPGRAMS, and what reforms have been suggested to improve its effectiveness?

Challenges in implementation include: * Lack of awareness among citizens, especially in rural areas. * Delays in resolution due to bureaucratic processes. * Inadequate monitoring of grievance redressal by some departments. * Need for better integration with state-level grievance redressal systems. Suggested reforms include: * Increased awareness campaigns. * Streamlining bureaucratic processes. * Strengthening monitoring mechanisms. * Enhanced integration with state-level systems. * Use of AI/ML for analyzing grievance data.

  • •Lack of awareness.
  • •Bureaucratic delays.
  • •Inadequate monitoring.
  • •Poor integration with state systems.

Exam Tip

Consider this for Mains answers on governance challenges and potential solutions.

5. How has CPGRAMS evolved since its inception in 2007, and what recent developments have enhanced its capabilities?

CPGRAMS was launched in 2007 and has been continuously upgraded. Recent developments include: * Launch of a new version in 2023 with improved features and a user-friendly interface. * Exploration of integration with social media platforms for easier grievance registration. * Use of artificial intelligence (AI) and machine learning (ML) to analyze grievance data and identify systemic issues.

  • •Launched in 2007.
  • •Upgraded over the years.
  • •New version in 2023.
  • •Integration with social media being explored.
  • •Use of AI/ML for analysis.

Exam Tip

Note the timeline and recent tech integrations for both Prelims and Mains.

6. What is the significance of CPGRAMS in promoting good governance and citizen empowerment in India?

CPGRAMS promotes good governance and citizen empowerment by: * Providing a platform for citizens to voice their concerns. * Ensuring accountability of government organizations. * Facilitating timely resolution of grievances. * Improving transparency in government functioning. * Empowering citizens to demand better services.

  • •Platform for voicing concerns.
  • •Ensures accountability.
  • •Facilitates timely resolution.
  • •Improves transparency.
  • •Empowers citizens.

Exam Tip

Relate CPGRAMS to broader governance principles for essay and Mains answers.

Source Topic

CJI Office Received 8,630 Complaints Against Judges (2016-2025)

Polity & Governance

UPSC Relevance

CPGRAMS is important for UPSC exams, especially in GS-2 (Governance, Constitution, Polity, Social Justice and International relations) and GS-3 (Technology, Economic Development, Bio-diversity, Environment, Security and Disaster Management). Questions can be asked about its features, objectives, and impact on governance. It's relevant for both Prelims (as a factual question) and Mains (as part of a broader discussion on governance or citizen-centric administration). In recent years, UPSC has focused on e-governance initiatives, making CPGRAMS a key topic. When answering, focus on its role in promoting transparency, accountability, and citizen participation. Also, discuss its limitations and challenges.

CPGRAMS Grievance Redressal Process

This flowchart illustrates the steps involved in the CPGRAMS grievance redressal process.

Citizen Registers Grievance on CPGRAMS Portal
1

Grievance Assigned Unique Registration Number

2

Grievance Forwarded to Concerned Department

3

Department Acknowledges Receipt of Grievance

4

Grievance Investigated and Action Taken

5

Resolution Communicated to Citizen

6

Citizen Provides Feedback on Resolution

Grievance Closed or Escalated if Unsatisfied
Source: Department of Administrative Reforms and Public Grievances (DARPG)

This Concept in News

1 news topics

1

CJI Office Received 8,630 Complaints Against Judges (2016-2025)

14 February 2026

The news about complaints against judges, even though handled separately, illuminates the broader need for accessible and effective grievance redressal mechanisms across all branches of government. It highlights that even institutions considered highly esteemed are not immune to public scrutiny and require systems to address concerns. This news applies the concept of CPGRAMS in practice by showing that the demand for accountability and transparency extends beyond typical administrative functions. The news reveals that while CPGRAMS focuses on administrative grievances, the underlying principle of providing a voice to citizens and ensuring accountability is universally applicable. The implication is that all institutions, including the judiciary, should strive for accessible and transparent grievance redressal. Understanding CPGRAMS is crucial for analyzing this news because it provides a framework for understanding the importance of grievance redressal in a democratic society and the need for robust mechanisms to ensure accountability and transparency.