Centralised Public Grievance Redress and Monitoring System (CPGRAMS)
Why in News?
CPGRAMS was in the news on 9 August 2026, when the Department of Administrative Reforms and Public Grievances (DARPG) highlighted the platform’s transformation into a citizen-centric, technology-enabled grievance redressal mechanism connecting Central Ministries, States and Union Territories.
About CPGRAMS
- CPGRAMS is the Government of India’s 24×7 online public grievance redressal platform, developed and managed by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions.
- It provides citizens with a single platform to lodge, track and receive responses to grievances concerning public service delivery.
- The system is connected with Central Ministries/Departments, State Governments and Union Territories, enabling grievances to be routed to the concerned authority.
Recent Reforms & Technological Features
- AI-based grievance routing is being used to direct complaints more efficiently to the appropriate Grievance Redressal Officer.
- Bhashini integration has enhanced linguistic accessibility, enabling citizens to submit grievances using text and voice in multiple Indian languages.
- CPGRAMS has adopted a 10-step reform framework, incorporating advanced analytics for monitoring grievance disposal and identifying systemic issues.
- The government is moving towards a next-generation, AI-enabled CPGRAMS, aimed at making grievance registration, routing, monitoring and feedback more citizen-centric.
Significance
- Citizen-centric governance: Converts public grievances into an institutional mechanism for improving service delivery.
- Accountability: Enables monitoring of how government departments respond to citizens’ complaints.
- Data-driven governance: Aggregated grievance data can help identify recurring administrative deficiencies and systemic problems.
- Inclusive e-Governance: Multilingual and voice-enabled features can reduce digital and linguistic barriers.
