Worried About Not Getting Required Solution From Government Departments ? Here is a way out by GOI - CPGRAMS _ From Ministry Of Personnel, Public Grievances & Pensions

As regular tax payers and responsible citizens of the nation, it is our fundamental right to speak up in case of any issue or challenge with the government departments. Raising issues is not a bad thing, as it leads to service improvement and more effective ways of working. There is a saying that problems need to be raised or highlighted through proper channels, and finally, the GOI introduced a web-based platform from which we can directly connect with officials of any particular department in case there is no proper solution or resolution.

CPGRAMS (Centralised Public Grievance Redress and Monitoring System) is a Government of India initiative to provide a quick solution to issues specific to government departments where services are not provided as per promised timelines and in accordance with the rules and regulations. 

This web-enabled online system was developed by the NIC (National Informatics Centre) along with the DPG (Directorate of Public Grievances). Citizen can file a grievance 24/7 and submit the grievance issue immediately to the responsible department.

Key points as per my personal experience:

• If any citizen has any issue with a particular department, he or she first needs to file a local complaint with that department.
• Pension-related issues will also be taken care of via this platform.
• The complaint can be raised either by calling customer care, sending an email, or through their grievance cell before being raised to CPGRAMS.
• Always try to have a compliant ID or tracking ID for future references.
• Also, if the complaint is not resolved by the local grievance cell of that particular department, one can use the same complaint ID as a reference while submitting a grievance with the CPGRAMS platform, and the case will be stronger with valid data and a better approach towards getting a faster resolution.
• Grievances are assigned to the top-ranking officials of a particular department. The complainant will get complete details of the officials (contact and email) for future communications.
• There is an option to send reminders in case of a delay in getting a solution.
• Citizens can track the progress of their grievances from time to time, and there is no need to make a note of the tracking number as post-grievance submission tracking and progress will be notified via registered email and mobile number.
• Grievance can be escalated to nodal PG offices in the event that citizens are dissatisfied with the solutions provided.

Cases or Government Departments which are not included for Grievances:

Cases Excluded As Grievance

Citizen will definitely get resolution if Grievances are part of below Government Departments:

Departments Accepted For Grievances

Steps to file Grievances

One Step Solution 

Step 1 - Citizens need to get them. Register with the PG Portal. Once all the below details are submitted, a verification email with a link for authorization will be sent to the provided email. Once they click on the provided link, citizens can access the portal with their email, user name, or mobile number by generating an OTP.

Sign Up Page - Public Grievance

Mandatory Details to be filled at the time of registration

• Name
• Gender
• Complete Address of the citizen
• Mobile Number
• Valid Email Address

Email Verification notification, Citizen needs to verify the same by login into provided email service provider.

Email Verification

Step 2 - Once registration is done Citizen needs to login either using Email ID and password and there another option to login via OTP in case forgotten the password.

Login In Page

Step 3 - Post-login, citizens will get an option on the top left corner for lodging public grievance or pension grievance basis requirements. For lodging pension grievances, citizens will be re-routed from this portal to the Pension Grievance Portal after confirmation. Citizens need to select from the ministry, department, or state government issue with a particular department.

 

Post-selecting the department for lodging a grievance, Citizens need to provide multiple details as a basis for filing a complaint.

 

Department Selection Page

Step 4 - Once a complaint is filed, citizens always have the option to see the status stage by stage. They can also send reminders and notes to accelerate the process for faster resolution in case of any delay.

Status & Reminder Page

Sample Grievance assignment page to Chief Engineer of the department 

Grievance Assignment Post Submission