What is the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal and who has developed it?
Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal is an online system developed by the National Informatics Centre which works on a web enabled platform with the major objective to solve the grievances of citizens and to monitor the various aspects of governance in India. Along with NIC, the Directorate of Public Grievances and Department of Administrative Reforms and Public Grievances have also played a crucial role in the formulation of CPGRAMS.
What are some of the basic functions of the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal?
The basic function of Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal is to enhance the ease of living of citizens by providing them with an online platform from where they can register their complaints or grievances against the service delivery at the Central Government or the state government level. This platform has a target of solving at least 1,000 complaints each year and they also segregate the complaints based on the seriousness of the issue and also track the complaint till a final solution is reached.
What are some of the issues which are not addressed by the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal?
Some of the issues which are not addressed by the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal include matters relating to The Right to Information Act, 2005, any suggestions provided by the citizens, any matter which is under hearing in any of the courts of India, any of the family or personal disputes, any issue which directly or indirectly has an impact on the territorial integrity of India and/or the friendly and diplomatic relations of India with other nations around the world. Also, this portal doesn’t provide a solution for any complaint filed against an act of corruption at any level of governance. For this, a citizen has to either directly complain to the Central Board of indirect taxes and Customs or the Central Vigilance Commission.
How can someone file a complaint at the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal?
Any citizen who wants to register a grievance against any ministry, department or any body of government at the Central or state level can do so by visiting the official website of the Department of Administrative Reforms and Public Grievances. He or she has to visit the official site of ‘www.pgportal.gov.on’ and select the option of ‘Lodge A Grievance’ which is available on the homepage. Then a registration has to be done on the portal and a username and password will be provided. Once a citizen gets a username and password, the complaint form which is available online has to be updated after which a registration or a complaint number is provided which can be used to track the complaint till it is resolved finally. The status of a complaint, the total number of complaints pending and resolved at a particular time can also be tracked from the same website. The citizens also have an option of receiving any ‘clarifications or reminders’ under which they can access a newly received ‘notification or clarification’ from any of the government officials.
What is the option available with the citizens if they are not satisfied with the resolution of the complaint on the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal?
Once the complaint is closed from the end of the government functionary and if the citizen is not satisfied with that resolution, then he can provide a negative feedback by providing a ‘poor’ rating & also file an appeal for the reopening of that particular grievance. The citizen can also track the status of the freshly filed appeal from the initial complaint number which was provided to them.
How is a complaint resolved finally on the Centralised Public Grievance Redress & Monitoring System (CPGRAMS) Portal?
Assessment at the local level: First, the complaint or the grievance is examined at the local office. From here, the government officials provide an acknowledgement letter to the citizens who have filed the complaint. One remark is that ‘No Action Is Needed’: This means that the filed complaint has not been accepted and the citizen who filed the complaint is notified the same in the acknowledgement letter along with providing a reason for the rejection. Another remark is that ‘It Is Taken Up With The Subordinate Organisation’: If the grievance is accepted, it is forwarded to either one or multiple subordinate officers based on the level and seriousness of the complaint raised. Then, it is tracked finally till the issue is resolved completely.
