Lok Sabha Question No. 3337 (UNSTARRED), answered on 2025-08-08
Subject: Digital Grievance Redressal
Ministry: WOMEN AND CHILD DEVELOPMENT
Asked by: Shri Chavda Vinod Lakhamshi, Shri Ramesh Awasthi, Dr. Hemang Joshi

## GOVERNMENT OF INDIA MINISTRY OF WOMEN AND CHILD DEVELOPMENT

## LOK SABHA UNSTARRED QUESTION NO. 3337

TO BE ANSWERED ON 08.08.2025

## DIGITAL GRIEVANCE REDRESSAL

## 3337.  SHRI CHAVDA VINOD LAKHAMSHI: SHRI RAMESH AWASTHI: DR. HEMANG JOSHI:

Will the Minister of WOMEN AND CHILD DEVELOPMENT be pleased to state:

- (a) the number of complaints registered on digital/mobile platforms to facilitate/improve access of general public to information about the schemes;
- (b) whether any steps have been taken to strengthen the grievance redressal and feedback mechanism to ensure action on complaints;
- (c) if so, the details thereof; and
- (d) the  details  of  the  outcomes  of  the  efforts  made  to  promote participation  of citizens through digital means?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF WOMEN AND CHILD DEVELOPMENT (SHRIMATI SAVITRI THAKUR)

(a) to (d) Ministry of Women and Child Development through Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal has received 15761 Public Grievances, brought  forward  (previous  pending)  414  grievances  and  disposed  15782  public  grievances during the last 2 years from 1 st August 2023 to 31 st July 2025.

Centralized  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS)  is  an  online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject  related  to  service  delivery.  It  is  a  single  portal  connected  to  all  the  Ministries/ Departments of Government of India and States. Every Ministry and States have role-based access to this system. CPGRAMS is also accessible to the citizens through standalone mobile application downloadable through Google Play store and mobile application integrated with UMANG.

The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided  at  the  time  of  registration  of  the  complainant.  CPGRAMS  also  provides  appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer. After closure of grievance if the complainant is not satisfied with the resolution, he/ she can provide feedback.

The Department of Administrative Reforms and Public Grievances, Ministry of Personnel, Public  Grievances  and  Pensions  is  the  nodal  agency  to  administer  the  Centralized  Public Grievance  Redress  and  Monitoring  System  (CPGRAMS)  portal  and  formulate  policy guidelines for citizen-centric governance  in the country.  Any  grievance against any Government  organization  in  the  country  may  be  lodged  here  which  will  go  to  the Ministry/Department/State  Government  concerned  for  immediate  redress.  Pendency  of grievances and quality of redressal of grievances at CPGRAM is regularly reviewed at higher level.

Women Helpline (181) under Mission Shakti of the Ministry of WCD provides 24-hour toll-free telecommunication services to support women in both emergency and non-emergency situations. Through Women Helpline WHL, over 1.06 Cr. women have been assisted across the country since the inception i.e. 01.04.2015 till 30.06.2025. The emergency response and outreach service is also provided through Toll-free Child Helpline (#1098) which is a 24x7x365 service for children in difficult circumstances. It is integrated with the Emergency Response Support  System-112  (ERSS-112)  Helpline  of  the  Ministry  of  Home  Affairs  and  Women Helpline (181). Mission Vatsalya portal of the Ministry of Women and Child Development contains information on cases reported through Child Helpline.

Ministry  of  Women  &  Child  Development  has  also  rolled  out  'Poshan  Tracker' application on 1st March 2021 as an important governance tool. The Poshan Tracker facilitates monitoring and tracking of all Anganwadi Centres, Anganwadi Workers and beneficiaries on defined indicators. IT systems have been leveraged to strengthen and bring about transparency in  nutrition  delivery  support  systems  at  the  Anganwadi  Centres.  Technology  under  Poshan Tracker is also being leveraged for dynamic identification of stunting, wasting, under-weight prevalence  among  children.  It  has  facilitated  near  real  time  data  collection  for  Anganwadi Services such as, daily attendance, ECCE, Provision of Hot Cooked Meal (HCM)/Take Home Ration (THR-not raw ration), Growth Measurement etc.

For  last  mile  tracking  of  delivery  of  nutrition,  Ministry  has  developed  Facial Recognition System (FRS) for the distribution of Take-Home Ration to ensure that benefit is given only to the intended beneficiary registered in Poshan Tracker. FRS has been implemented for strengthening accountability of field functionaries and empowering eligible beneficiaries to receive their rightful entitlements. The FRS has been made mandatory for the distribution of THR from 1 st July, 2025.

To facilitate grievance redressal to citizens/beneficiaries under Mission Saksham Anganwadi & Poshan 2.0, PM CARES & Pradhan Mantri Matru Vandana Yojana (PMMVY), the Ministry has established a physical call centre with toll-free Helpline no 14408. The pending status of grievances is also visible to District & State level Officers in their respective login of Poshan Tracker.  Grievances  received  on  14408  helpline  are  resolved  by  Call  Center  Executive  or transferred  to  the  Anganwadi  Worker/Supervisor/  Child  Development  Project  Officer concerned for redressal. These grievances can be seen and resolved by Anganwadi Workers in Poshan Tracker application and in dashboard by Supervisors and Child Development Project Officers. As of now, helpline is being used for Mission Poshan 2.0 (Inbound & Outbound calls), PMMVY (Inbound calls) and PM CARES for children (Outbound calls).

Through  PMMVY  Helpline  No.14408  -  PMMVY  Helpline  Agents  register  the grievance on the behalf of the applicant. The applicant receives an SMS after registration of the  grievance.  Grievances  registered  on  the  redressal  module  are  directly  assigned  to  the concerned functionaries in State/ UT. The applications pending at the level of State Nodal Officer  (SNO)  are  assigned  to  SNO.  All  other  applications  are  assigned  to  the  concerned Sanctioning Officer (SO). States and UTs have been requested to resolve the grievances within 30 days.

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