Centralised Public Grievance Redress and Monitoring System (CPGRAMS)
Why in news?
On December 10, 2025, 9,599 grievances were resolved nationwide, led by Uttar Pradesh with 873. The platform earned global recognition at the 2024 Pan-Commonwealth meeting.​
About CPGRAMS?
- Launched by: Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, Public Grievances & Pensions.
- Technology: Developed by NIC (National Informatics Centre).
- Purpose: To provide a transparent, accountable, and efficient grievance redressal mechanism for citizens.
- Coverage: All Ministries/Departments of Government of India and State Governments are connected.
Key Features
- 24x7 Online Access: Citizens can lodge grievances anytime via pgportal.gov.in or mobile apps (including UMANG).
- Unique Registration ID: Each grievance gets a tracking number for monitoring progress.
- Role-Based Access: Ministries and departments have designated officers to handle grievances.
- Integration: Linked with President’s Secretariat, PMO, and other nodal agencies for escalations.
- Mobile-Friendly: Available through standalone apps and UMANG integration.
Usage Process
- Citizens register complaints online, which are routed to relevant Grievance Redressal Officers (GROs) for resolution, with options for feedback post-closure.
- Mobile apps facilitate voice-to-text filing in newer versions, and upcoming NextGen CPGRAMS (launched July 2025) adds WhatsApp, chatbots, and AI-driven auto-replies.​
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