What is the Centralized Public Grievance Redress Monitoring System?
Centralized Public Grievance Redress Monitoring System
The
Department of Administrative Reforms and Public Grievances (DARPG) and the
Directorate of Public Grievances (DPG) collaborated with National Informatics
Centre (NIC) to create the Centralized Public Grievance Redress and Monitoring
System (CPGRAMS), an online web-enabled system.
Besides state and union executives, topics like Centralised Public Grievance Redress and Monitoring System are crucial for IAS aspirants to study for the upcoming exams. Let’s learn about what is the Centralized Public Grievance Redress Monitoring System. And Its functions and limitations in detail.
CPGRAMS – Overview
● The Centralised Public Grievance Redress and Monitoring System
(CPGRAMS) is a 24-hour online platform where citizens can make complaints with
public agencies about any aspect of service delivery.
● It is a single gateway that connects all
Ministries/Departments of the Government of India and the States.
● This system is accessible to every Ministry
and state based on their responsibility.
● Citizens can also access CPGRAMS via a
separate mobile application downloaded from the Google Play store and a mobile
application connected with UMANG.
● The Department forwards grievances to the
concerned Ministries or Government Departments that deal with the core
functions associated with the grievance for redress, with notification to the
complainant.
Functions of
CPGRAMS
CPGRAMS
is a web-enabled online system. The Centralised Public Grievance Redress and
Monitoring System have the following functions:
● The system, which is based on web
technology, primarily intends to allow inhabitants of the country to submit
grievances at any time and from any location.
● Based on the severity of the issue, the
Department seeks to collect at least 1000 grievances per year, follow up on
them, and resolve them until they are totally resolved.
● When a grievance is filed through the web
portal, a unique registration number is generated, and every citizen who files
a grievance can track its progress using the personalised registration number.
● If a citizen has a complaint about the
government, its ministers, or any department, they can go to the CPGRAMS for a
faster resolution.
● The CPGRAMS would allow citizens to file
grievances online with the relevant organisations, which will be linked to
their official Web site.
● Residents have the option to pursue an
appeal with CPGRAMS if they are unhappy with the Grievance Officer's decision.
● If the complainant is not pleased with the
settlement after the grievance has been closed, he or she may submit feedback.
● The petitioner can also check the status of
the Appeal using the grievance registration number.
Process of grievance redressal under CPGRAMS
The procedure now begins when a customer files a complaint and continues until the issue reaches the appropriate authority/department/agency. The complete procedure is broken down into four steps:
● Submission of citizen complaints.
● Tracking of the grievance by nodal
officers/apex organizations.
● Assessment of the problem by the relevant
Ministry/Government.
● Redressal of the issue by the appropriate
authorities/divisions.
Issues That are not
Taken up for Redress
● Subjudice cases or any other matter
involving a court's decision.
● Personal and family disputes.
● Right to Information (RTI) matters.
● any action that could affect the nation's
territorial integrity or friendly relations with foreign nations.
● Suggestions.
This
portal cannot be used to file a complaint against corruption. A citizen may
file a complaint with the Central Board of Indirect Taxes and Customs.
Citizens can also access CPGRAMS via a separate mobile application downloaded from the Google Play store and a mobile application connected with UMANG. The status of a grievance filed in CPGRAMS can be followed using the unique registration ID issued by the complainant at the time of registration.