Miscellaneous Schemes under Ministry of Personnel, Public Grievances and Pensions
Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
What is it?
- CPGRAMS is an online platform available to citizens 24×7 for lodging grievances against public authorities.
- It covers any subject related to service delivery by government departments.
Key Features
- Single Portal:
- Connects to all Ministries/Departments of the Government of India and States.
- Citizens do not need to identify the correct department; the grievance is automatically routed.
- Appeal Facility:
- If a citizen is dissatisfied with the resolution provided by the Grievance Officer, they can file an appeal within the system.
- Scope:
- Focuses on service delivery issues – for example, delays in pensions, public utility problems, passport services, etc.
What is NOT Treated as Grievance?
Certain issues are excluded from CPGRAMS, such as:
- RTI matters (these are handled under RTI Act separately).
- Court-related/Sub judice matters (to avoid interference with judiciary).
- Religious matters.
- Service matters of Government employees.
- Suggestions (since CPGRAMS is for complaints, not advice).
Significance
- Provides a direct channel of communication between citizens and government.
- Increases accountability of ministries and departments.
- Strengthens citizen-centric governance by ensuring quick and transparent grievance redressal.
🔑 Overall Understanding
CPGRAMS is like a national complaint box, but in digital form – accessible anytime, anywhere.
- It ensures that every citizen’s voice is heard in matters of service delivery.
- At the same time, it excludes areas like courts, RTI, and religious matters, which have separate mechanisms.
Thus, CPGRAMS is an essential tool in making Indian governance more responsive, transparent, and participatory.