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Centralized Public Grievances Redress and Monitoring System (CPGRAMS)

  • 04 Oct 2019
  • 2 min read

Recently, the Minister of State (Personnel, Public Grievances & Pensions) has launched the Centralized Public Grievances Redress and Monitoring System (CPGRAMS) reforms in the Department of Posts.

  • The reforms are expected to reduce the grievance disposal time and improve the quality of grievance redressal.


  • It is an online web-enabled system developed by National Informatics Centre (Ministry of Electronics & IT [MeitY]), in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).
    • The underlying idea was to receive, redress and monitor the grievances of the public.
  • It was launched by the Department of Administrative Reforms & Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances & Pensions.
  • The CPGRAMS provides the facility to lodge a grievance online from any geographical location.
    • It enables the citizen to track online the grievance being followed up with Departments concerned and also enables DARPG to monitor the grievance.
  • The procedure includes designating a senior officer as the Director of Grievances/Grievance officer in every office to ensure that the system remains accessible, simple, quick, fair and responsive, and fixing the time limit for disposal of work relating to public grievances and staff grievances.

Source: PIB

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