3. TERMINOLOGY AND FULL FORMS
USED
• Centralized Public Grievance Redress And Monitoring System
(CPGRAMS)
• Department of Administrative Reforms and Public Grievances
(DARPG).
• Directorate of Public Grievances (DPG)
• Action Taken Report (ATR)
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4. CPGRMS
• Centralized Public Grievance Redress And Monitoring System
(CPGRAMS) is an online portal that has been developed by the NIC
in association with the Department of Administrative Reforms and
Public Grievances (DARPG) which provides an effective resolution
of public grievances addressed by an individual. The objective is to
ensure the online availability of the grievance redress machinery
system by providing various facilities to the citizens.
• Available to the citizens 24×7 to lodge their grievances to the public
authorities on any subject related to service delivery.
• It is a single portal connected to all the Ministries/Departments of
Government of India and States.
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5. • Every Ministry and state have role-based access to this system.
• CPGRAMS is also accessible to the citizens through a stand alone
mobile application downloadable through the Google Play store and
mobile application integrated with MYGRIEVANCE
• The grievances received by the Department are forwarded to the
concerned Ministries or Government Departments, who are dealing
with the fundamental functions linked with the grievance for redress
under intimation to the complainant.
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6. FUNCTIONS OF CPGRMS
CPGRAMS is an online web-enabled system. Given below are the functions
of the Centralised Public Grievance Redress and Monitoring System:
• Based on web technology, the system mainly aims to enable the
submission of Grievances by citizens of the country anytime and from
anywhere.
• The Department aims at picking up a minimum of 1000 grievances per
year, based on the seriousness of the issue, follow them, and solve them
until completely solved.
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7. • Once a grievance is raised on the web portal, a specific registration
number is generated and any citizen who raises a grievance can
follow up the progress through the personalized registration number.
• If any citizen has any complaint against the Government, its Ministers,
or any department, they can approach the CPGRAMS to get a faster
solution to their problems.
• The CPGRAMS will enable the online lodging of grievances by citizens
to the concerned Organizations which can be linked to their official
Web site.
• CPGRAMS also provides an appeal facility to the citizens if they are
not satisfied with the resolution by the Grievance Officer.
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8. • After the closure of grievance, if the complainant is not satisfied with
the resolution, he/she can provide feedback. If the rating is ‘Poor’ the
option to file an appeal is enabled.
• The status of the Appeal can also be tracked by the petitioner with
the grievance registration number.
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10. EXAMPLES
• ANNA ANDOLAN
• The Indian anti-corruption movement, popularly known as Anna
Andolan, was a series of demonstrations and protests across India
that began in 2011 and was intended to establish strong legislation
and enforcement against perceived endemic political corruption.
• The movement gained momentum from 5 April 2011, when anti-
corruption activist Anna Hazare began a hunger strike at the Jantar
Mantar monument in New Delhi. The movement aimed to alleviate
corruption in the Indian government through introduction of the Jan
Lokpal Bill.
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12. HISTORICAL BACKGROUND
• This type of system was firstly introduce in Sweden popularly known by the
name OMBUDSMAN
• OMBUDSMAN
• An official who deals with the complaints made by the public against the
government, or against organizations such as banks or insurance companies.
• The primary duties of an organizational ombuds are
• (1) to work with individuals and groups in an organization to explore and
assist them in determining options to help resolve conflicts, problematic
issues or concerns, and
• (2) to bring systemic concerns to the attention of the organization for resolution.
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14. SO WHAT IS GRIEVANCE REDRESSAL?
• Grievance redressal
• the grievance redressal mechanism in a democratic set up is
important for the sustenance of the system itself. If the grievances of
the people are timely solved, the people become satisfied with the
working of the government and this satisfaction gives stability to the
government.
• Realizing the cardinal importance of the grievance redressal
mechanism most of the democratic governments have such
mechanisms in place to solve the problems, issues and grievances and
deliver all the services to the people as per the fundamental
principle.
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15. • Grievance Redress Mechanism is part and parcel of the machinery of
any administration.
• No administration can claim to be accountable, responsive and user-
friendly unless it has established an efficient and effective grievance
redress mechanism.
• In fact, the grievance redress mechanism of an organization is the
gauge to measure its efficiency and effectiveness as it provides
important feedback on the working of the administration.
• Hence indian citizens are provided with the platform CPGRAM.
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16. What is public Grievance ?
• While the term “Grievance Redressal” Primarily covers the receipt and processing
of complaints from citizens and consumers, a wider definition includes actions
taken on any issue raised by them to avail services more effectively.
The grievances can be sent to:
• 1. The Department of Administrative Reforms and Public Grievances.
• 2. The Department of Pensions and Pensioners’ Welfare. (DP&PW)
• The above nodal agencies receive grievances online through pgportal.gov.in as
well as by post or by hand in person, from the public.
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17. About DARPG
• The Department of Administrative Reforms and Public Grievances is
the nodal agency for policymaking on public grievances.
• The Department has issued the following important guidelines to all
Ministries/
• Departments of the Central Government for handling grievance
redress and to strengthen the grievanceredress machinery in order to
make the administration more responsive to the needs of the people.
• Observe every Wednesday as a meetingless day in the Central
Secretariat offices when Director of Public Grievances should be
available at their desks from 1000 hrs. to 1300 hrs. to receive and
hear public grievances
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18. Analyse public grievances received to help identification of the
grievance prone areas in which modification of policies and
procedures could be undertaken with a view to making the delivery
of services easier and more expeditious.
Deal with every grievance in a fair, objective manner
Pick up grievances appearing in newspaper columns which relate to
them and take remedial action on them in a time bound manner.
Strengthen the machinery for Redress of Public Grievances through
strictly observing meetingless day on every Wednesday, displaying
name, designation, room number, telephone number etc. of Director
of Grievances at the reception and other convenient places, placing a
locked complaint box at reception, and giving more publicity about
the grievance redress machinery, etc
Fix time limits for disposal of work relating to public grievances and
staff grievances and strictly adhere to such time limits
Each Ministry/Department should prepare a consolidated directory
of officers holding public/staff grievances responsibility in the
Ministry/Department and organizations under it
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19. • In order to make the grievance redress mechanism more
effective, the following steps need to be
• taken:
• (a) careful analysis of grievances.
• (b) decision on grievances to be taken at a fairly senior level.
• (c) forwarding the grievances to the departments concerned for
prompt redress.
• (d) reply to complainant informing details of authorities setting
grievances.
• (e) obtaining reply/report from the departments concerned.
• (f) a reasoned reply to the complainant, if a grievance cannot be
settled. 19
20. How do I lodge the grievance?
• The grievances can be lodged online on .
• In cases where internet facility is not available or even otherwise, the
citizen is free to send her/his grievance by Post. There is no prescribed
format.
• The grievance may be written on any plain sheet of paper or on a
Postcard / Inland letter and addressed to the Department.
What happens when I lodge the grievance?
• The grievance is acknowledged online or by post.
• A unique registration number is given to each grievance.
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21. Role of Department of Administrative Reforms and Public
Grievances (DARPG) In grievances concerning Central
Ministries/Departments/ Organizations?
• The DARPG is the chief policy making, monitoring and
coordinating Department for PG arising from the work of
Ministries/Departments/Organizations of the Government of India.
• The grievances received in the department are forwarded to the
Ministries/Departments concerned.
• Redressal of grievances is done by respective
Ministries/Departments in a decentralized manner.
• The Department periodically reviews the status of redressal of
public grievances under CPGRAMS of Ministries/Departments for
speedy disposal of grievances / complaints.
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Source: Google Map
22. Role of DARPG with reference to the grievances
concerning State Government?
• All grievances relating to State Governments /
Union Territory Administrations and
Government of NCT Region of Delhi, are sent
to the State/ UT/ NCT Government concerned.
Citizens may take up matter regarding
pendency of their grievances directly with the
State Government concerned also.
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Source: Google Map
24. • Visit the official site (pgportal.gov.in) and select the ‘Lodge a Grievance’ option on
the home page.
• Register yourself on the portal with a valid username and password.
• Once you are registered, you can update the grievance form available online and
follow it up until it is resolved completely.
• People can also check the status of their grievances and also the number of
grievances pending and resolved on the same online portal.
• There also is an option of reminders/clarifications, where one can find the newly
received notifications or clarifications from higher Officials and Authorities.
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25. Once a grievance is lodged online by any citizen, it
is received by the Nodal Officer and then further
forwarded to the concerned Officer for redress
and quick actions to be taken against the
grievance. Then the received grievance is
addressed at the Board level.
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26. FINAL OUTCOME OF COMPLAINT
• For every grievance raised, there is an assessment done for each of them:
• Examined at our Level: This notification implies that the assessment has
been done on the Local Office. In this case, the Officials send an
acknowledgement letter to the complainant.
• No Action is required: This specifies that the grievance raised has been
rejected and the complainant is notified for the same in the
acknowledgement letter along with a reason to reject it
.
• Taken up with Sub-Ordinate Organisation: The grievance will be forwarded
to a single or multiple Sub-Ordinate Officials, based on the level of
grievance raised.
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27. HOW CAN I COMPLAIN TO PMO?
• Any grievances can be sent to Hon’ble Prime Minister / PMO using the
interactive page link “Write to the Prime Minister” available on the PMO’s
website: https://www.pmindia.gov.in/
• You can also send your complaint to the Hon'ble Prime Minister / Prime
Minister's Office through post. The address for this is - Prime Minister's
Office, South Block, New Delhi, Pin - 110011. Apart from this, for sending
complaints through fax, FAX No. Send it to 011-23016857.
• https://pgportal.gov.in/Status/ViewStatusClickLink/2CC7EEA3C535C7645E
B003449AAB7F2D587E7BDEC2E5ACDC7095B0F16C460A805E5FC04670BD
1EE98F42CD5538CD6F4439753DE0F978438CD6DF4677D83A5EFEUE1PUEc
vRS8yMDIwLzAwNjI5Mjg=
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29. Issues which are not taken up for redress
• Personal and family disputes.
• RTI matters.
• Anything that impacts upon territorial integrity of the country or
friendly relations with other countries.
• Suggestions.
• Subjudice cases or any matter concerning judgment given by any
court
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30. 1. What are the contact details of the Department
of Administrative Reforms and Public Grievances?
• Department of Administrative Reforms and Public Grievances, 5th
floor, Sardar Patel Bhavan, Sansad Marg, New Delhi – 110001
Website:: www.darpg.gov.in Tele fax : 23741006
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31. 5TH FLOOR , SARDAR PATEL BHAVAN
SANSAD MARG ,NEW DELHI
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Sardar Patel Bhawan is located very near to Connaught Place, the famous
commercial center of New Delhi, at the crossing of Parliament Street, Janpath and
near Patel chowk metro station (at distance of 3 min from metro).
32. HOW DO I WRITE A PG LETTER?
• Write a letter to the Point, keep the facts, and never
use abusive or offensive language. Explain how you
felt about the behaviour you are complaining about
but don’t use emotive language.
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33. • What happens to the grievances? How are the grievances dealt with in Central
Ministries/Departments?
• Every Central Ministry / Department has designated a Joint Secretary or a
Director / Deputy Secretary, as its ‘Director of Grievances’. He / She is the nodal
officer for redress of grievances on work areas allocated to that particular
Ministry / Department.
• After redress, can the grievance be re-opened for further correspondence about
it having been closed without details etc.?
• No. In such situations, the citizen will have to lodge a fresh grievance drawing
reference to the closed grievance, and call for details. Sometimes, the details are
sent by post and mentioned in the final report. The postal delivery may be
awaited before lodging a fresh grievance
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34. •What is the time limit for redress of grievance?
• Forty-five (45) days. In case of delay an interim reply with reasons for delay is
required to be given.
•What action can be taken by me in case of non-redress
of my grievance within the prescribed time?
• You may take up the matter with the Director of Public Grievances (DPG )of the
Ministry/Department concerned whose details are available on the pgportal.
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35. WHAT IF YOU ARE NOT SATISFIED FROM
REDRESS?
• If you have not got a satifactory redress of your grievance within a
reasonable period of time,relating to Ministries/Departments and
Organisations under the purview of Directorate of Public
Grievances(DPG), Cabinet Secretariat, GOI, you may seek help of DPG
in resolution.
• DPG-Directorate of Public Griveance
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36. HOW TO APPROACH TO DPG?
• Please give details of your grievance with copies of supporting document.
• Your earlier attempts to have the grievance resolved through the grievance
redressal mechanism of the department should be furnished.
• Indicate whether you have filed any appeal against any previous decision of
the organisation or department, before any court, tribunal or consumer
forum. State your identity and postal address, e-mail address and telephone
number.
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37. HOW DPG WILL DEAL WITH YOUR
COMPLAINT?
• DPG will assess what aspects of your complaint fall within its purview and
the gravity of the complaint.
• Based on this, it will seek comments from the concerned department or
organisation or transfer the grievance to it requesting it to directly deal with
the matter.
• This is normally done within 15 working days of receipt of the grievance. A
letter will be sent to you informing you of the action taken.
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38. How to deactivate CPGRAMS account?
• 1. The request for deactivation of a user account can be made
through email to the CPGRAMS helpdesk (cpgrams-darpg@nic.in).
The email should be sent from the registered email id only.
• 2. In case of deactivation, the user can not create an account with the
same email-id/mobile but the user can make a request again to
activate the same account.
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41. EXPERIENCES WITH PG
CASE STUDY OF A STUDENT (SSC JE 2017 ASPIRENT )
WHOSE ANSWER WAS NOT CHECKED BY THE SSC IN MAINS
EXAMINATION
AND HOW PUBLIC GRIVENCE PORTAL HELPED HIM OUT TO RESOLVE IS
PROBLEM IN TIME BOUND MANNER
LATER HE RECEIVED AN APOLOGY LETTER BY POST FROM SSC AND
CONFIRMATION WITH UPGRADED MARKS IN THE ANSWER SHEET
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44. MONITIRING OF SYSTEMATIC REFORMS AND
PG
• QCIReport.pdf
• Performance Evaluation of PG
• Performance of Ministries/Departments
• Department of Administrative Reforms and PG
• Reforms Monitoring
• Category-wise grievance
• Division wise grievances
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45. WHAT OBJECTIVES GOVERMENT HAVE ACHIVED
THROUGH PG OVER PAST YEARS AND HOW
GOVERNMENT IS WORKING ON IT ?
• IDENTIFICATION OF RAILWAYS PROBLEM AND SOLUTION
• CNG LPG GAS ISSUE (CONNECTION MALPRACTICES CORRUPTION)
• INCOME TAX REFUND ISSUES , PAN LINK ISSUES
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46. MINISTRY OF HOUSING AND URBAN
DEVELOPMENT
• Issues relating to construction/repair of public places
• Delay & inefficiency in construction
of public places such as roads, parks.
• Delay in construction of Government housing projects
• Public places lacking proper maintenance and timely repair
• Allegation Corruption & Malpractices
• Officials taking bribe for contract allotments
• Inaction towards citizen complaints
• Inefficiency in providing services
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47. Ministry of Road Transport and Highways
• Quality of roads is below par
• Condition of roads is below par, with potholes, regular digging etc.
• Incomplete road construction projects, leading to traffic issues
• Maintenance of roads/highways is not done properly Road
like pavement not being maintained
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48. • Traffic rules are not enforced/Followed
• • Traffic rules not being enforced properly
• • Traffic rules not followed (like lane discipline) by commercial
vehicles)
• • Registration is cumbersome, in case of transfer of states
• • Complicated vehicle registration process for the specially abled
• Inadequacy in public transport service
• Public buses are obsolete, lack proper infrastructure
• Overcharging of ticket prices in public transport buses
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49. CONCLUSION
• It is the need of the time that the Government should review its
pledge of providing hassle-free public services to the citizens by
focusing on systemic changes to minimize the grievances in
Government domain. In order to achieve this objective in a focused
manner .
• Citizens’ level of satisfaction should be measured on a regular basis.
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