Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in New Delhi today. Department of Administrative Reforms& Public Grievances (DARPG)

Minister of State for Personnel, Public Grievances & Pensions, V.Narayanasamy, launched Minister’s Office Interface in Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in New Delhi today. Department of Administrative Reforms& Public Grievances (DARPG) has developed an interface for Minister’s Office in CPGRAMS for lodging /registering of such grievances and online forwarding thereof to the concerned Departments in the Ministry of Personnel, Public Grievances and Pensions for timely redress action. A substantial number of public grievances are received in the Office of the MOS (PP), manually, or by post for redress action.

CPGRAMS has facility to attach the grievance petitions/documents in the system after scanning. It also facilitates generation of monitoring reports and SMS alerts to the petitioners and the Nodal Public Grievance Officer. These grievances would be reflected as Minister Office Cases in CPGRAMS for resolution on priority basis. The Minister’s Office interface of CPGRAMS will also be made available to Offices of the Ministers in other Ministries/Departments for usage shortly.

Features of Operational Desk of MOS(PP) Interface :

a) Registration of grievances received manually/by post.

b) Acknowledgement with unique registration no. Of grievance/complaint

c) Scanned documents can be uploaded.

d) Categorisation of grievances

e) Provision for Age-wise, category-wise and subordinate offices wise pendency


Redress of Public Grievances in a time bound manner is an integral part of Good Governance. In this regard, a Centralised Public Grievance Redress and Monitoring System was created (CPGRAMS) by the Department of Administrative Reforms and Public Grievances. It is a single window application for online receipt of grievance by any citizen from any geographical region any time.

It is functioning in all the Ministries/ Departments /Organisations in Central Government since June 2007 and has been extended to about 6000 subordinate offices/PSUs and autonomous organisations for usage of the system.

Highlights of CPGRAMS:
- Each Ministry/Department has designated an officer of the level of JS as Nodal Director of Grievances for redress and monitoring of public grievances, within a stipulated maximum time limit of two months, as per the policy guidelines.

- On-line receipt of grievances, their scrutiny and uploading of action taken reports.

- The system sends e-mail alerts to the citizens and the Public Grievance Officers.

- On lodging of grievance a registration number is communicated to the complainant to keep track and to view the progressive status/final reply of the grievance.

- Registration of grievances received manually/by post after scanning and online forwarding to the Ministries/Departments of GOI and their subordinate offices concerned for redress.

- Intimation of action taken to complainants and uploading of action taken reports, which can also be viewed by the complainants online.

- The complainants can give their feedback regarding disposal of the grievances, on the system
            The details of receipt and disposal of grievances for the last four years are :
Total Receipts
Total Disposed
2012 (Till 14/2/2012)
                                                   (* includes disposal of last year’s grievances)

- The web based Pension Portal (CPENGRAMS) is a mission mode project of the Department of Pension and Pensioner’s Welfare primarily aimed at providing the pension / retirement related information services and grievance handling mechanism accessible to the needy pensioners to bridge the gap between the pensioners and the Government.

- The CPENGRAMS has been integrated with CPGRAMS for effective redress of pension related grievances and upgraded version of CPENGRAMS was launched by the Hon’ble MOS (PP) on 11/10/2011.

State Module of CPGRAMS for usage by State Governments/UTs -

- The DARPG customised State Module of CPGRAMS as per the specific administrative requirements of State Governments/UTs for effective redress and monitoring of grievances. It has been jointly launched in the State Government Departments/District administration of Haryana, Odisha and Rajasthan.

- The system will be launched in due course in the States of Mizoram, Meghalaya, Jharkhand, Assam, and UTs of Pudducherry and A&N Islands.

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