NEW DELHI, Dec 30: The government has announced that its centralised public grievance redress and monitoring system (CPGRAMS) has successfully resolved over 70 lakh citizen grievances in the last three years (2022-2024). A report released on Monday revealed that from 2022 to 2024, CPGRAMS facilitated the resolution of 70,03,533 grievances and mapped 1,03,183 Grievance Redressal Officers (GROs) by October 31, 2024.
Developed and monitored by the Department of Administrative Reforms and Public Grievances (DARPG), CPGRAMS is a 24/7 online platform connecting all ministries and departments across the country. The system now links 92 central ministries, departments, and organisations with 36 states and Union Territories, offering a seamless platform supported by over 73,000 active subordinate users. A total of 96,295 organisations are registered with CPGRAMS, significantly improving citizen engagement and public service delivery.
Citizens can file complaints through the CPGRAMS web portal, mobile app (available on Google Play Store), or the UMANG app. Each complaint receives a unique registration ID, allowing users to track its progress. The ‘My Grievance’ app also serves as an independent platform for filing and tracking complaints.
The government’s citizen-centric approach is aimed at ensuring active participation in the nation’s development. At the third ‘Biennial Pan-Commonwealth Heads of Public Service Meeting’ held in April 2024, the Commonwealth Secretariat lauded CPGRAMS as a future-ready governance tool. The system has proven effective in addressing grievances promptly and improving public safety.
To further enhance the grievance resolution process, the DARPG is developing the NextGen CPGRAMS platform, which will offer features like grievance filing through WhatsApp and Chatbots, voice-to-text lodging, instant alerts, and auto-escalation. Grievance Redressal Officers will also benefit from machine learning-based auto-replies and auto-populated reports. The new system will be launched on July 1, 2025, and is expected to further streamline the grievance resolution process.
