Every Citizen can register an online complaint that is available 24/7. You can get redressal of grievances through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) by the central government.
You can complain (lodge a grievance) or raise your issue relating to Ministries/Departments and Organizations under the purview of the Directorate of Public Grievances (DPG), Cabinet Secretariat, and the Government of India.
What is CPGRAMS?
CPGRAMS is a Centralized Public Grievance Redressal and Monitoring System that comes under the central government of India. It takes the complaints of the departments and Ministries that come under the Government of India.
Any citizen or person can lodge a grievance by visiting the portal of CPGRAMS. Fill out the online complaint form and submit it to get a faster resolution. You can also track your complaint by using the reference number of your grievance.
Grievance Redressal Flow:
Use the below procedure for the online grievance portal of CPGRAMS to lodge an online grievance against the concerned department or ministries of the Central Government.
Lodge a Grievance to CPGRAMS
According to the manual of CPGRAMS issued by the Directorate of Public Grievances, the grievance redressal mechanism is divided into 2 levels. In level 1, citizens can directly register a public grievance online to their respective departments. That will be transmitted to the Public Grievance Officer (PGO) or Field Office.
Grievance Resolution:
| Registration Fee | No Charges (0) |
| Resolution Time | 45 days (For specific delays, will be notified by the authorities) |
If unsatisfied with the resolution or not resolved within 45 days then it will be escalated to the Nodal Appellate Authority for the final resolution of the case.
Follow the instructions to lodge your grievance successfully using CPGRAMS to departments or ministries of the Union Government of India.
Complaints/issues which are not taken up for redress of grievances:
- Related to cases or any matter concerning judgment given by any court.
- Related to Personal and family disputes.
- Related to matters under RTI.
- Anything that impacts upon the territorial integrity of the country (India) or friendly relations with other countries.
- Suggestions.
Details that can be mandatory
- Details of grievances with supporting documents.
- Provide earlier attempts for redressal of grievances.
- Include if you have appealed against any previous decision of the organization or department before any court, tribunal, or consumer forum.
- Provide details of identity and postal address, e-mail address, and telephone/mobile number.
Procedure
You can follow these steps to lodge a successful grievance to CPGRAMS without facing any issue of rejection. Please read carefully all the instructions to decrease the mistakes while filling out the complaint form.
Step 1: Visit this link to open the online complaint form: https://pgportal.gov.in/Registration
Login (If already Account) – open the login panel or download the MyGrievance App
Step 2: Click on the lodge public grievance link from the left side after successful registration and login.
Step 3: Click on the below box and agree to the terms & conditions of the above-given instructions. Now, click on the submit button.
Step 4: Select a ministry/department/state government against which you want to lodge a grievance.
Some listed departments/ministries of central government:
- Posts – Department of Posts
- Telecommunications – Department of Telecom
- Banking/Insurance – Finance Services
- School Education & Literacy
- Road Transport & Highway
- Health & Family Welfare
- External Affairs
- Petroleum & Natural Gas
- Labour & Employment
- Civil Aviation
- Higher Education
- Personnel & Training
- Others (Min/Dep/State Govt)
Step 5: Now, select the department & choose the category & subcategory of your complaint. Provide a brief detail of your issue or enter if you have any reference number for your services. Mention the type of relief or compensation, if required.
Step 6: Upload the supportive documents to prove that your complaint is genuine. Provide other details (If ay required). Finally, submit the complaint form & note down the reference number of your grievance to track the status on the CPGRAMS portal.
Visit: Track your Complaint
Note: For any technical issues or support for the CPGRAMS portal, you may email the Department of Administrative Reforms and Public Grievance (DARPG) at cpgrams-darpg@nic.in or contact the Head of the Department, DARPG.
Step 7: Have your complaints not been resolved within 45 days? You can email or contact the Nodal Appellate Authority for Appeal with the grievance ID or reference number of the submitted complaint for further resolution.
Resolution Mechanism
The grievance redressal process of CPGRAMS to deliver the final resolution of the submitted complaint:
- DPG (Directorate of Public Grievance) will check the category/aspects of the complaint within of purview and the gravity of the complaint received from CPGRAMS.
- Based on this, it will get information/comments from the Public Grievance Officer (PGO) and concerned department or organization, or transfer the grievance to it requesting to directly deal with the matter.
- After completing the process within 45 days, a letter/message will be sent to you with details of the action taken against your complaint.
If you have not got satisfactory redressal of your grievance within the given period you can escalate this disputed matter to the Directorate of Public Grievances (DPG) to resolve it.
Frequently Asked Questions (FAQ) about CPGRAMS?
Q. How many days does CPGRAMS take to resolve the complaint?
A. CPGRAMS takes a maximum of 45 days to resolve your complaint.
Q. Where can I approach if the issue is not resolved within the given time by CPGRAMS?
A. You can approach to Directorate of Public Grievance to lodge a grievance against CPGRAMS if your issue is not resolved within 45 days of receiving the complaint or not satisfied with the final decision of the CPGRAMS.
Q. What are the documents and information required to lodge a complaint to CPGRAMS?
A. Required documents to lodge a successful complaint to CPGRAMS: 1. Personal Details (Name, address, contact detail), 2. Supportive documents of issue or problem, 3. Genuine documents of the concerned department (If available).
Q. What is the reason for the rejection of the grievance by CPGRAMS?
A. Reasons for the rejection of complaints by CPGRAMS: 1. The complaint is pending or a final decision is given by any court/tribunal, 2. The complaint is already pending in the CPGRAMS department, 3. Personal or Family Disputes, 3. Issues related to RTI. Please provide genuine information so, you can get a faster resolution of your complaint.
Reference:
