Public Grievance System by Centre Addresses Over 7 Million Citizen Issues in Three Years
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New Delhi, Dec 30 (NationPress) In an effort to promptly resolve citizen issues, the central public grievance redress and monitoring system (CPGRAMS) has effectively addressed over 70 lakh grievances within the past three years (2022-2024), according to a government announcement made on Monday.
From 2022 to 2024, the system facilitated the resolution of 70,03,533 grievances and identified 1,03,183 Grievance Redressal Officers (GROs) as of October 31.
CPGRAMS, created and overseen by the Department of Administrative Reforms and Public Grievances (DARPG), is an online system that operates 24/7, linking all ministries and departments nationwide.
The public grievance platform now integrates 92 central ministries, departments, and organisations with 36 states/UTs, providing a streamlined interface supported by over 73,000 active subordinate users.
With 96,295 organisations registered, CPGRAMS has greatly enhanced citizen engagement and service provision.
Citizens can submit complaints via the web portal, the mobile application available on the Google Play Store, or the UMANG app.
Each complaint is assigned a unique registration ID, allowing users to monitor its status. Furthermore, the ‘My Grievance’ app acts as an independent platform for lodging and tracking complaints, as stated by the Ministry of Personnel, Public Grievances and Pensions.
The government is focusing on a citizen-centric approach for a developed Bharat, ensuring active citizen involvement in the development process.
During the third ‘Biennial Pan-Commonwealth Heads of Public Service Meeting’ in April this year, the Commonwealth Secretariat acknowledged it as a future-ready governance tool. The system has demonstrated its effectiveness in swiftly addressing citizen grievances and enhancing public safety.
Currently, DARPG is working on the NextGen CPGRAMS platform to further advance grievance redressal.
Building on CPGRAMS 7.0, this new system will introduce features such as grievance filing via WhatsApp/Chatbot, voice-to-text submission, instant notifications, and auto-escalation. Grievance Redressal Officers will benefit from machine learning-enabled auto-responses and automatically generated reports. Monitoring bodies will be able to track grievances by grouping, sector, and ministry.
The ‘NextGen CPGRAMS’ system is scheduled to launch on July 1, 2025, further improving the grievance resolution process.
