Govt’s CPGRAMS becomes one of world’s largest digital public grievance redressal platforms

New Delhi: The Centralised Public Grievance Redress and Monitoring System (CPGRAMS), has emerged as one of the world’s largest digital public grievance redressal platforms over the past decade. Through sustained reforms, technological innovation and a strong focus on citizen satisfaction, the platform has transformed the way citizens engage with government institutions, an official factsheet said on Sunday.

The platform, which comes under the Ministry of Personnel, Public Grievances and Pensions, has transformed public grievance redressal in India through digital innovation, institutional reforms and citizen-centric service delivery.

“Connecting all Central Ministries, Departments, States and Union Territories through a single platform, CPGRAMS enables timely grievance resolution, promotes accountability, and strengthens transparent governance while ensuring that every citizen’s voice is heard and addressed,” the official statement said.

The number of grievances handled annually increased nearly nine-fold, from about 3.01 lakh in 2014 to around 27 lakhs in 2024.

This reflects growing public trust. The grievance redressal network has also expanded significantly. The number of Grievance Redressal Officers rose from 10,232 in 2014 to more than 1.11 lakh by 2025.

“These reforms have improved service delivery and reduced delays. The average grievance disposal time in Central Ministries and Departments fell from 157 days in 2014 to just 15 days in 2025,” said the statement.

Citizens can make a one-time registration and can lodge a complaint online. They can also lodge complaints via the CPGRAMS mobile app (also integrated with UMANG), or at any of more than 5 lakh Common Service Centres (CSCs) associated with 2.5 lakh Village Level Entrepreneurs across the country.

Offline grievances received by post are digitised and uploaded to the system.

The system facilitates mapping of last mile GRO for auto-routing of complaints to the appropriate authority. The status of the grievance filed in CPGRAMS can be tracked with the grievance unique registration ID provided at the time of registration of the complainant.

The Comprehensive Guidelines for Effective Redressal of Public Grievances, issued in August 2024, rationalised the timeline from 30 days to 21 days.

It has mandated dedicated grievance cells, root cause analysis, and strengthened escalation mechanisms. The average grievance disposal time in Central Ministries/Departments reduced from 157 days in 2014 to 15 days in 2025.

IANS