3a2.Common_CPGRAMS_Grievance Redressel Mechanism

• Centralized Public Grievance Redress And Monitoring System (CPGRAMS)


  An online web-enabled system developed by NIC, in association with the Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG)

  
• CPGRAMS


  • Online platform available to citizens 24x7 to lodge grievances to public authorities on any subject related to service delivery
  • Single portal connected to all Ministries/Departments of Government of India and States
  • Every Ministry and state have role-based access to this system
  • Also accessible to citizens through a standalone mobile app and UMANG mobile app
• CPGRAMS Grievance Redressal Process

  1. Grievances received by Department are forwarded to concerned Ministries/Departments for redressal

  2. Complainant is informed about the progress

  
• Functions of CPGRAMS


  • Enables submission of grievances by citizens anytime and from anywhere
  • Department aims to pick up and solve at least 1000 serious grievances per year
  • Generates a registration number for each grievance to allow citizens to track progress
  • Allows citizens to file appeals if not satisfied with resolution
  • Provides feedback option after closure of grievance

  
• Issues not taken up for redressal in CPGRAMS
• How to Raise a Complaint in CPGRAMS

  1. Visit pgportal.gov.in and select 'Lodge a Grievance'

  2. Register on the portal with valid username and password

  3. Fill the online grievance form and track its status

  4. Can also check pending and resolved grievances, and receive notifications/clarifications

  
• Final Outcome of a Complaint in CPGRAMS

  • Examined at our Level - Acknowledgement sent to complainant
  • No Action Required - Grievance rejected with reason
  • Taken up with Sub-Ordinate Organisation - Forwarded to relevant officials for redressal

  
• Centralized Public Grievance Redress And Monitoring System (CPGRAMS) - Full Form

  
• How to complain to PMO
• How to write a grievance letter


  Keep it to the point, use facts, avoid abusive/offensive language, explain how you felt about the issue but don't use emotive language
• Grievance Redressal Mechanism is an important part of government accountability and effectiveness
• Different Types of Public Grievances in India

  • Grievances against Policies
  • Grievances due to Maladministration
  • Grievances due to Corruption
  • Grievances in Rural Areas
• Nodal Agencies for Grievance Redressal

  • Department of Administrative Reforms and Public Grievances (DARPG)
  • Directorate of Public Grievances

  
• Department of Administrative Reforms and Public Grievances (DARPG)

  • Plans and implements citizen-centric measures for public grievances and administrative reforms
  • Forwards grievances to respective ministries/departments and follows up until closure
• Directorate of Public Grievances (DPG)

  • Handles complaints pertaining to 16 Central Government Organisations
• Committee on Petitions - Parliamentary Committee that works on redressing public grievances
• 1. Governance Initiatives to Address Public Grievances


  • Central Public Grievance Redress and Monitoring System (CPGRAMS)
  • Pro-Active Governance and Timely Implementation (PRAGATI)
  • E-Nivaran
  • Unified Mobile Application for New-Age Governance (UMANG)
  • MyGov
  • Nivaran
  • Integrated Grievance Redressal Mechanism (INGRAM)
  • Mera Aspataal (My Hospital)
• Other Citizens Grievance Redressal Mechanisms

  • Right to Information Act (RTI)
  • Citizens Charter
  • Gram Sabha
• The National Health Mission was to capture patient feedback for the services received at the Government Hospitals to help the Government enhance the quality of health care services provided across public facilities
• Right to Information Act (RTI)


  Empowers citizens to ask any questions to the Government, seek information, obtain Government documents, inspect Government works. Promotes transparency and accountability in the functioning of Government.
• Citizens Charter


  Brings in transparency in public services and corrects things when they go wrong. First pioneered in the United Kingdom in 1991, with a focus on public services. However, there have been many loopholes which need to be fixed.
• Gram Sabha


  Conducted at village levels to address the grievances of village community members
• Senior Citizen Act


  Passed to address the grievances of senior citizens
• Hostels Act


  Passed to address the grievances of working women
• Grievance Redressal in India


  A management- and governance-related process used commonly in India to receive and process complaints from citizens and consumers, and take actions on any issue raised by them to avail services more effectively
• Challenges of Grievance Redressal in India

  • Unavailability or Difficulty to access means to report grievances
  • Lack of authority of PRO over relevant departments and executives in Government organizations
  • Disconnect of senior decision-maker executives with end customers
  • Non-motivation of front-end managers to forward negative feedback to higher-ups
  • Fear of citizens / consumers to report malpractice about officers with substantial authority
  • Inability of smaller private organizations to set up computerized mechanisms
  • Inaccuracy and spamming of feedback forms, driving false impressions
  • Delayed feedback acceptance, as feedback is taken after service has been provided, while corrective action may be taken typically during the delivery of service
• The objective of the application is to provide an online grievance redress and monitoring system to the various Ministries/Departments/ Organizations of Government of India
• Login for Ministries/Departments/Organizations


  Form based authentication security architecture for access control. User is required Username and Password to login which is provided by parent organization.
• User Profile


  Users can view and edit their details by clicking on "My Account" link

  
• Change Password


  1. Enter Old password

  2. Enter New Password

  3. Confirm New Password
• Operational Desk: New (Pending For Initial Action)

  Facilitates PG Officer to take various actions like forwarding grievances to subordinate units, sending action taken reports to higher authorities, sending reminders, seeking clarifications, disposing of grievances. Also facilitates the registration of locally received grievances (through post) to the system and attach scanned copy of grievance. Global search facility is available.

  
• Sources of New Grievances

  • Direct Receipt
  • DPG
  • DARPG
  • Pension
  • PM Office
  • President Secretariat

  
• Action on New Grievance: Examined at our level

  1. Choose "Examined at our level" option from action dropdown list

  2. Choose required grievance category

  3. Type valid remark

  4. Click on submit button

  
• Action on New Grievance: Taken up with subordinate organization


  1. Choose "Taken up with subordinate organization" from Action list

  2. Select appropriate Grievance Category

  3. Click on subordinate organization list and choose multiple subordinate one by one

  4. Check radio button for case close

  5. Click on submit button to forward grievance

  
• Action on New Grievance: No Action Required


  1. Choose "No Action Required" from Action list

  2. Select appropriate Grievance Classification

  3. Select appropriate grievance category

  4. Select appropriate reason from the list & submit

  
• Action on New Grievance: Not pertaining to this organization


  1. Choose "Not Pertaining to this Organization" from Action list

  2. Select appropriate grievance category

  3. Type valid reason for returning the grievance and click submit button

  
• Common problems and solutions while assessing new grievances:
• Operational Desk Pending


  Shows pending grievances from various sources like At Our Office, With Subordinate, Pension Cases, Returned, Re-forward by higher authority, ATR from Subordinate (Case Report), ATR send to Higher Authority (pending with higher authority)

  
• Action on Pending Grievance: Case Report Send and Disposed Locally

  1. Select required action from list and check status of grievance

  2. Check Yes or No for informed complainant accordingly

  3. Upload supporting document if required

  4. Type valid reason for disposed grievance and click on submit button

  
• Action on Pending Grievance: Case Disposed of

  1. Select appropriate disposal type from list

  2. Upload supporting document if required

  3. Type valid disposed remark in text box