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Home / IAS Preparation / Centralized Public Grievance Redress Monitoring System

Centralised Public Grievance Redress And Monitoring System (CPGRAM) - Know Its Functions and More!

Last Updated on Dec 21, 2023
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CPGRAMS is an online system developed by the National Informatics Center that works on a web-enabled platform with the major objective of solving the grievances of citizens and monitoring the various aspects of governance in India. Along with NIC, the Directorate of Public Grievances and the Department of Administrative Reforms and Public Grievances have also played a crucial role in formulating CPGRAMS. 

The Centralised Public Grievance Redress And Monitoring System is one of the most important topics for the UPSC IAS Examination.

In this article on the Centralised Public Grievance Redress And Monitoring System (CPGRAMS), we shall discuss its basic details, its functions, how a complaint is filed and resolved on this platform, and more. This will be very useful for aspirants in the UPSC Prelims Exam.

Also, study the Directorate for Public Grievances from the linked article.

Centralised Public Grievance Redress And Monitoring System (CPGRAMS) (UPSC Governance): Download PDF Here!

What is CPGRAMS (Centralised Public Grievance Redress And Monitoring System)?

CPGRAMS (Centralised Public Grievance Redress And Monitoring System) is a 24/7 online platform. It is available for Indian citizens to lodge, track, and appeal grievances against any government department or institution. This empowers them to hold authorities accountable and improve public services.

Study the NCERT Notes on Schedules of the Indian Constitution here.

Major Functions of CPGRAMS

  • The basic function of CPGRAMS is to enhance the ease of living of citizens by providing them with an online platform from where they can register their complaints or grievances against the service delivery at the Central Government or the state government level.
  • This platform has a target of solving at least 1,000 complaints each year, and they also segregate the complaints based on the seriousness of the issue and track the complaint till a final solution is reached.
  • Whenever a complaint is filed on the online portal of CPGRAMS, a particular complaint or registration number is provided to the citizen from which they can track their complaints till a final solution is reached.
  • Whenever any citizen has any grievance against any particular department, ministry, or government body at the Central or State level, they can file a complaint on this online portal to ensure that their grievances are solved expeditiously.
  • This platform integrates the various ministries and departments at various levels of governance on a single point platform so it makes the life of citizens easy as they can address their grievances on a single platform only.
  • Once the complaint is closed by the end of the government functionary and if the citizen is not satisfied with that resolution, he can provide negative feedback by providing a ‘poor’ rating & also file an appeal for the reopening of that particular grievance.
  • The citizens can also track the status of the freshly filed appeal from the initial complaint number that was provided to them.

Study the NCERT Notes on Fundamental Rights here.

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How to file a Complaint in the CPGRAMS Portal?
  • Any citizen who wants to register a grievance against any ministry, department or any body of government at the Central or state level can do so by visiting the official website of the Department of Administrative Reforms and Public Grievances.
  • He or she has to visit the official site of ‘www.pgportal.gov.on’ and select the option of ‘Lodge A Grievance,’ which is available on the homepage.
  • Then, a registration has to be done on the portal, and a username and password will be provided.
  • Once a citizen gets a username and password, the complaint form, which is available online, has to be updated, after which registration or a complaint number is provided, which can be used to track the complaint till it is resolved finally.
  • The status of a complaint, the total number of complaints pending and resolved at a particular time, can also be tracked from the same website.
  • The citizens also have an option of receiving any ‘clarifications or reminders’ under which they can access a newly received ‘notification or clarification’ from any of the government officials.

Also, check the Kusum scheme for UPSC here!

How is a Complaint resolved finally?
  • Assessment at the local level: First, the complaint or the grievance is examined at the local office. From here, the government officials provide an acknowledgment letter to the citizens who have filed the complaint.
  • One remark is that ‘No Action Is Needed’: This means that the filed complaint has not been accepted, and the citizen who filed the complaint is notified of the same in the acknowledgment letter along with providing a reason for the rejection.
  • Another remark is that ‘It Is Taken Up With The Subordinate Organisation’: If the grievance is accepted, it is forwarded to either one or multiple subordinate officers based on the level and seriousness of the complaint raised. Then, it is tracked finally till the issue is resolved completely.

Also, check Right To Equality for UPSC here.

Certain issues which are not addressed by CPGRAMS:
  • Matters relating to The Right to Information Act, 2005
  • Any suggestions provided by the citizens.
  • Any matter which is under hearing in any of the courts of India.
  • Any of the family or personal disputes.
  • Any issue which directly or indirectly has an impact on the territorial integrity of India and/or the friendly and diplomatic relations of India with other nations around the world.
  • Also, this portal doesn’t provide a solution for any complaint filed against an act of corruption at any level of governance.
  • For this, a citizen has to either directly complain to the Central Board of Indirect Taxes and Customs or the Central Vigilance Commission.

Study the Article on UPSC Polity Strategy here.

We hope that all your doubts regarding the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) will be cleared after going through this article. You can download the Testbook App now to check out various other topics relevant to the UPSC IAS Exam. Check out the test series for the UPSC IAS Exam here.

केंद्रीकृत लोक शिकायत निवारण और निगरानी प्रणाली (CPGRAMS) के बारे में हिंदी भाषा में भी पढ़ें!

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Centralised Public Grievance Redress & Monitoring System (CPGRAMS) FAQs

Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal is an online system developed by the National Informatics Centre which works on a web enabled platform with the major objective to solve the grievances of citizens and to monitor the various aspects of governance in India. Along with NIC, the Directorate of Public Grievances and Department of Administrative Reforms and Public Grievances have also played a crucial role in the formulation of CPGRAMS.

The basic function of Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal is to enhance the ease of living of citizens by providing them with an online platform from where they can register their complaints or grievances against the service delivery at the Central Government or the state government level. This platform has a target of solving at least 1,000 complaints each year and they also segregate the complaints based on the seriousness of the issue and also track the complaint till a final solution is reached.

Some of the issues which are not addressed by the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal include matters relating to The Right to Information Act, 2005, any suggestions provided by the citizens, any matter which is under hearing in any of the courts of India, any of the family or personal disputes, any issue which directly or indirectly has an impact on the territorial integrity of India and/or the friendly and diplomatic relations of India with other nations around the world. Also, this portal doesn’t provide a solution for any complaint filed against an act of corruption at any level of governance. For this, a citizen has to either directly complain to the Central Board of indirect taxes and Customs or the Central Vigilance Commission.

Any citizen who wants to register a grievance against any ministry, department or any body of government at the Central or state level can do so by visiting the official website of the Department of Administrative Reforms and Public Grievances. He or she has to visit the official site of ‘www.pgportal.gov.on’ and select the option of ‘Lodge A Grievance’ which is available on the homepage. Then a registration has to be done on the portal and a username and password will be provided. Once a citizen gets a username and password, the complaint form which is available online has to be updated after which a registration or a complaint number is provided which can be used to track the complaint till it is resolved finally. The status of a complaint, the total number of complaints pending and resolved at a particular time can also be tracked from the same website. The citizens also have an option of receiving any ‘clarifications or reminders’ under which they can access a newly received ‘notification or clarification’ from any of the government officials.

Once the complaint is closed from the end of the government functionary and if the citizen is not satisfied with that resolution, then he can provide a negative feedback by providing a ‘poor’ rating & also file an appeal for the reopening of that particular grievance. The citizen can also track the status of the freshly filed appeal from the initial complaint number which was provided to them.

Assessment at the local level: First, the complaint or the grievance is examined at the local office. From here, the government officials provide an acknowledgement letter to the citizens who have filed the complaint. One remark is that ‘No Action Is Needed’: This means that the filed complaint has not been accepted and the citizen who filed the complaint is notified the same in the acknowledgement letter along with providing a reason for the rejection. Another remark is that ‘It Is Taken Up With The Subordinate Organisation’: If the grievance is accepted, it is forwarded to either one or multiple subordinate officers based on the level and seriousness of the complaint raised. Then, it is tracked finally till the issue is resolved completely.
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