New Delhi, August 9, 2026 (Yes Punjab News)
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) has emerged as one of the world’s largest digital platforms for public grievance redressal, with the number of complaints handled annually increasing nearly nine-fold over the past decade, according to an official factsheet.
The platform, under the Ministry of Personnel, Public Grievances and Pensions, has been expanded through technological upgrades and institutional reforms aimed at making grievance resolution faster, more transparent and citizen-centric.
According to the factsheet, CPGRAMS handled around 3.01 lakh grievances in 2014. The number rose to nearly 27 lakh in 2024, reflecting a significant increase in citizens using the system to approach government authorities.
The network of Grievance Redressal Officers (GROs) has also expanded substantially, from 10,232 in 2014 to more than 1.11 lakh in 2025.
The government said the reforms have also sharply reduced the time taken to dispose of complaints. The average disposal time in Central Ministries and Departments fell from 157 days in 2014 to 15 days in 2025.
CPGRAMS connects Central Ministries and Departments with States and Union Territories through a common platform. Citizens can register once and lodge grievances online, through the CPGRAMS mobile application integrated with UMANG, or through more than five lakh Common Service Centres (CSCs) linked to around 2.5 lakh Village Level Entrepreneurs across the country.
Grievances received offline through post are also digitised and uploaded onto the system. Complaints are automatically routed to the appropriate authority through mapping of last-mile Grievance Redressal Officers.
Citizens can track the status of their complaints using the unique registration ID generated at the time of filing.
The Comprehensive Guidelines for Effective Redressal of Public Grievances, issued in August 2024, reduced the prescribed grievance disposal timeline from 30 days to 21 days. The guidelines also provide for dedicated grievance cells, root-cause analysis and stronger escalation mechanisms.
The government said the reforms are aimed at strengthening accountability and ensuring that citizens receive timely responses to their grievances.
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