Lok Sabha Question No. 5421 (UNSTARRED), answered on 2023-04-05
Subject: CPGRAMS
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Margani Bharat

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 5421

(TO BE ANSWERED ON 05.04.2023)

## CPGRAMS

## 5421. SHRI MARGANI BHARAT:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government has launched the Centralized Public Grievances Redressal and Monitoring System (CPGRAMS) and if so, the details thereof;
- (b) the number of complaints received, resolved and pending so far;
- (c) whether the Government has taken any steps to monitor complainant satisfaction with the redressal process and if so, the details thereof; and
- (d) whether  the  Government  has  taken  any  steps  to  spread  awareness  about  CPGRAMS especially in rural and backward areas and if so, the details thereof?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER'S OFFICE (DR. JITENDRA SINGH)

(a):    Yes  Sir.  The  Government  has  created  a  web  based  portal,  namely  Centralised  Public Grievance Redressal and Monitoring System (CPGRAMS). Any citizen can lodge a grievance pertaining  to  the  Central  Ministries/Departments/State  Government/Union  Territories  (UTs) through this portal. Every Ministry/Department in Government of India and State Government/UT  have  access  to  this  system  and  grievances  are  resolved  by  the  concerned Ministries/Departments/States/UTs.  CPGRAMS  is  also  accessible  to  the  citizens  through  a Mobile App which is also integrated with UMANG platform.

- (b):    In  the  period  from  1.1.2022  to  28.2.2023,  details  of  number  of  complaints  received, disposed and pending against 90 Central Government Ministries/Departments/Organisations is as under

## From 01.01.2022 -28.02.2023

|   Brought Forward |   Complaints Received |   Complaints Disposed |   Complaints Pending |
|-------------------|-----------------------|-----------------------|----------------------|
|             69318 |               1467657 |               1470356 |                66619 |

(c):      With  the  twin  objectives  to  ensure  accountability  and  enhance  the  quality  of  grievance resolution, the Department of Administrative Reforms and Public Grievances (DARPG) started a feedback call centre in the month of July, 2022. The call centre takes feedback from the citizens regarding two issues. First, regarding the filling process of the grievance on CPGRAMS, and the second  on  the  resolution  provided  to  their  grievances  by  the  Ministries/Departments  of Government of India/State Governments. From its inception till 28.02.2023 a total of 3,39,631 calls were made through the DARPG call centre, out of which 1,06,833 expressed satisfaction or partial satisfaction with their grievance resolution.

(d):   DARPG has taken various steps to spread awareness about CPGRAMS. CPGRAMS was integrated with Common Service Centres (CSC) from 7th June, 2022 to leverage its strength to take  the  facility  of  CPGRAMS  to  rural  population.  It  is  now  available  at  more  than  5  lakhs CSCs.  In  addition,  CPGRAMS  has  been  operationalised  in  all  22  scheduled  languages  to enhance accessibility and inclusivity for reaching remote parts of the country. DARPG releases publicity material like brochures, reports, flyers of CGPRAMS periodically.

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