Centralized Public Grievance Redress and Monitoring System - CPGRAMS

By : Neha Dhyani

Updated : Mar 21, 2022, 10:49

Centralized public grievance redress and monitoring system are a web-enabled online system started in June 2007 that provides an important platform where citizens can lodge their complaints and grievances regarding any product or scheme issued by the Government. The Directorate of Public Grievances (DPG) and the Department of Administrative Reforms and Public Grievances (DARPG) are the two associates of CPGRAMS and are initiated by NIC for public benefits. It is an accessible way of addressing public issues. Citizens can also access through mobile applications integrated with UMANG and a downloadable application through the Google Play store.

The main objective of CPGRAMS is to receive complaints or infringements from the public, segregate them according to their urgency and seriousness of the matter and finally send it to the concerned department or agency of the Government. It works for the general public's benefits and welfare and ensures coordination with the immediate process of redressal.

The central public grievances redress and monitoring system works quite methodically and analytically. It does not just receive and forwards the subject to the concerned authorities but also engineers appropriate policy guidelines to safeguard the working of citizen-centric governance in the country.

Centralized Public Grievance Redress and Monitoring System Functions and Procedures

  • Receive and address consumer complaints from all across the country through web technology.
  • Further processing initiated by forwarding the subject matter to the concerned department prioritized according to the seriousness of the issue.
  • Judge the proficiency of the concerned departments for processing grievances further. The citizen can follow up or track their complaints through a unique registration ID provided at registration.
  • Evaluating the dissatisfied and doubtful areas of the departments and intervening for public benefits.
  • Maintaining law and order and functional decorum at intervals through investigation.
  • Intentions to give a consolidated platform for the citizens to come forward with their issues without any hesitance.
  • After assessment and redressal by the concerned authorities, appeal facilities are available if they are not fully convinced with the solution or feedback from the department. The appeal button appears when the petitioner gives the resolution a "poor" rating.
  • The petitioner can easily track their appeal status as well through the portal.

Centralized Public Grievance Redress and Monitoring System are meant for public issues, but there are certain areas where they cannot intervene, nor the public can address such issues like sub judice cases or any judgment coming from the court, personal or family issues, RTI matters or anything that affects territorial integrity the nation or its friendly relations with fellow countries.

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FAQs on Centralized Public Grievance Redress and Monitoring System

Q1. What is public grievance redressal?

Ans: It is an initiative started by the Indian Government to reform governance through public grievances.

Q2. What is the full form of CPGRAMS?

Ans: The full form of CPGRAMS is the central public grievance redress and monitoring system.

Q3. What are the two associates of the Centralized Public Grievance Redress and Monitoring System?

Ans: The Directorate of Public Grievances (DPG) and the Department of Administrative Reforms and Public Grievances (DARPG) are the two associates of CPGRAMS.

Q4. When was Centralized Public Grievance Redress and Monitoring System initiated, and by whom?

Ans: The CPGRAMS was initiated by NIC, Indian Government, in June 2007 through a web-enabled system.