Department of Administrative Reforms and Public Grievance has reviewed existing processes to make Centralized Public Grievance Redress and Monitoring System (CPGRAMS) sensitive & accessible to citizens through these guidelines.

Key highlights of Guidelines

• Appointment of Nodal Officers: In each Ministry/Department for efficient grievance handling.
• Dedicated Grievance Cells: In every Ministry/ Department with sufficient resources.
• Feedback and appeal system: Feedback on disposed grievances is collected through SMS, email, and a call center. If unsatisfied, citizens can file appeal to senior authority.
• AI-powered analysis: To analyze citizen feedback.
• Training and Capacity building: Of grievance officers on CPGRAMS shall be conducted under SEVOTTAM scheme.

About CPGRAMS

• It’s a common open platform for registration of complaints by the citizens on any issue against any public authority in the Central Government or States/ UT. 
• Genesis: By the Department of Administrative Reforms and Public Grievances in 2007.
• Achievements: 
  • CPGRAMS portal has redressed nearly 60 lakh Public Grievances in period 2022-2024.
  • Timelines for effective grievance redressal have been reduced to 21 from 30 days.
• Earlier in 2022, Government implemented 10-step reforms of CPGRAMS e.g. Universalization of CPGRAMS 7.0; Automatic flagging of urgent grievances, leveraging Al/ML, etc.