This online platform, available 24/7, connects citizens with all ministries and departments across India.
CPGRAMS, developed and monitored by DARPG, enables citizens to file complaints through its web portal, mobile app, or the UMANG app. Each complaint receives a unique registration ID for easy tracking. The system also allows citizens to appeal against unsatisfactory resolutions and track the progress of their appeals.
The government said in a press statement that every ministry/department has appointed nodal officers to oversee grievance resolution. Nodal officers categorise grievances, monitor pendency, analyse feedback, and supervise redressal officers.
Dedicated grievance cells in each ministry/department expedite the process. Each grievance must be resolved within 21 days, with interim responses if more time is needed. Appellate officers and sub-nodal officers handle grievance escalations within ministries/departments, it said.
The government also said citizens receive feedback via SMS/email and can file appeals if dissatisfied. When feedback is marked “Poor,” the appeal option is enabled. AI-powered tools analyze feedback for process improvement.
Further, ministries/departments’ performance in handling grievances is tracked and ranked monthly.
CPGRAMS currently connects 92 central ministries, departments, and organisations with 36 States/UTs and has over 73,000 active subordinate users. As of 31 October, 2024, the system had registered 96,295 organisations and mapped 1,03,183 Grievance Redressal Officers (GROs).
The DARPG is developing the NextGen CPGRAMS platform, set to launch on July 1, 2025, to further enhance grievance redressal. This new platform will offer features like grievance filing via WhatsApp/Chatbot, voice-to-text lodging, instant alerts, and auto-escalation.
The Commonwealth Secretariat highlighted it as a future-ready governance tool at the Third Biennial Pan-Commonwealth Heads of Public Service Meeting in April 2024.