The Allocation of Business Rules, 1961, allocates to DARPG inter alia, the responsibility for Policy, Coordination and Monitoring of issues relating to (a) Redress of Public Grievances in general and (b) Grievances pertaining to Central Government Agencies, in particular. The Public Grievance Division is responsible for this activity since December 1987. From 1997, the Division has also been made responsible for Citizen Centric Initiatives, namely, Citizens Charter.
PUBLIC GRIEVANCES REDRESSAL MECHANISM
The Public Grievances Division has undertaken various activities during the years, some of which are on-going activities from the previous years, to improve the grievance redressal mechanism and to provide a citizen centric governance.
CENTRAL PUBLIC GRIEVANCE REDRESSAL AND MONITORING SYSTEM (CPGRAMS)
An online system for grievance redress, called the ‘Centralized Public Grievance Redress and Monitoring System’ (CPGRAMS) has evolved since 2007. CPGRAMS facilitates forwarding of public grievances received online from the citizens to both the Central Government Ministries/Departments/Organizations as well as the State Governments concerned. The inflow of these Centre and State related grievances are in two forms (i) online registered grievances through CPGRAMS and (ii) offline grievances received through post. The grievances received through post are digitized, uploaded on CPGRAMS and forwarded online through the System to the Central Ministries/Departments/Organizations concerned.
The CPGRAMS interlinks 86 Central Ministries/Departments/ Organizations and 37 States /UTs. There are more than 51,000 sub-ordinate users listed on it which includes subordinate and field officers also.
At present, the Department has undertaken CPGRAMS Reforms in the top grievance receiving Ministries/Departments. The CPGRAMS reforms envisages to ensure user friendly lodging of grievance by a citizen and enables navigation of the grievance to reach the field office responsible for resolution of the same. CPGRAMS Reforms will streamline grievance redressal mechanism so that the grievances reach the rightful redressal Office, surpassing the line offices. The broader salient features of the CPGRAMS Reforms version 7.0 are that it is citizen friendly as there is a questionnaire guided registration process. Besides, there is a provision of lodging a grievance which will be automatically forwarded to field level directly. The system will also improve grievance redress time and lodging of grievance is done through drop down menus.
The CPGRAMS Reforms version 7.0 has so far been launched in the Department of Posts on 25th September, 2019 and in the Departments of Telecommunications and Financial Services (Banking & Insurance Division) on 5th November, 2019 in the National Workshop on CPGRAMS Reforms held at Vigyan Bhawan, New Delhi. The CPGRAMS Reforms was launched on 12th February,2020 in another 5 Ministries/Departments, namely Ministry of External Affairs, Ministry of Petroleum & Natural Gas, Ministry of Health and Family Welfare, Ministry of Road, Transport & Highways and Department of School Education & Literacy.
Citizens can also use a Mobile App for lodging of public grievances and the action Status can also be viewed on the mobile itself. This mobile app is integrated with Unified Mobile Application for New-age Governance (UMANG). The app is available in both Android and iOS versions. A new mobile app called My Grievance is also available which is independent of CPGRAMS which is available in Android version.
Any Grievance sent by email will not be attended to / entertained. Please lodge your grievance at http://pgportal.gov.in