Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

Key Highlights:

• The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is India's flagship digital platform for public grievance redressal.
• It connects all Central Ministries, Departments, States, and Union Territories on a single platform.
• The number of grievances handled annually increased from 3.01 lakh in 2014 to around 27 lakh in 2024.
• Average grievance disposal time in Central Ministries/Departments reduced from 157 days in 2014 to 15 days in 2025, further to 14 days in 2026.
• The timeline for grievance resolution was rationalized from 30 days to 21 days in August 2024.
• Samadhan Didi, an AI-enabled voice chatbot, was launched on May 30, 2026, for voice-based grievance registration.
• NextGen CPGRAMS is under development to further modernize the grievance redressal ecosystem.

Detailed Insights:

• CPGRAMS has evolved from a grievance registration portal into a comprehensive governance platform leveraging digital innovation and AI-driven monitoring.
• The number of Grievance Redressal Officers expanded from 10,232 in 2014 to over 1.11 lakh by 2025.
• Citizens can lodge complaints online at pgportal.gov.in, via the CPGRAMS mobile app (integrated with UMANG), or at over 5 lakh Common Service Centres (CSCs).
• The system features auto-routing, categorisation, tracking, and an appellate mechanism for unsatisfied citizens.
• Issues related to RTI matters, subjudice cases, religious matters, and government employee service matters are not taken up.
• A 10-Step Reform Programme was introduced in 2022, following a review by the Prime Minister, to strengthen the framework.
• Key reforms include universalization of CPGRAMS 7.0, integration of AI/ML, support for 22 scheduled languages via BHASHINI, and the Grievance Redressal Assessment and Index (GRAI).
• Other reforms include a Feedback Call Centre, 'One Nation–One Portal' integration, inclusivity through CSCs, training under the Sevottam framework, and a dedicated Data Strategy Unit.
• Samadhan Didi uses advanced AI with BHASHINI's speech-to-text and translation capabilities to allow grievance registration in preferred languages.
• NextGen CPGRAMS will incorporate voice-enabled registration, AI-based routing, multilingual support, omni-channel registration, automated escalation, and accessibility features for persons with disabilities.

Key Concepts Involved:

• CPGRAMS (Centralised Public Grievance Redress and Monitoring System): India's flagship digital platform for public grievance redressal, connecting all government bodies.
• Samadhan Didi: An AI-enabled voice chatbot launched for CPGRAMS, allowing voice-based grievance registration in multiple languages.
• Grievance Redressal Assessment and Index (GRAI): A performance benchmarking framework to evaluate Ministries and Departments on grievance redressal effectiveness.
• BHASHINI: A government initiative for language translation and transliteration, integrated with CPGRAMS for multilingual support.
• Sevottam: A service delivery excellence model that guides training and capacity building for grievance officers.