Centralised Public Grievances Redress and Monitoring System  

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

LOK SABHA
UNSTARRED QUESTION NO. 2451 (TO BE ANSWERED ON 16.03.2022)

GRIEVANCE CELL

2451. SHRI MOHANBHAI KALYANJI KUNDARIYA:
Will the PRIME MINISTER be pleased to state:

(a) whether a grievance cell has been set up for redressal of complaints received from various Ministries?

(b) if so, the details of the complaints received and that are pending during the last three years and the current year?

(c) the details of the individuals and the departments against which the complaints have been received? and

(d) the details of the efforts being made for quick redressal of complaints?

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) to (c): The Government has set up a grievance redressal platform namely Centralised Public Grievances Redress and Monitoring System (CPGRAMS) through which a Citizen can register his/ her grievances pertaining to any Central Ministry/Department or Departments in States /UTs. All Ministries/Departments / States /UTs have access to this system and grievances are resolved by them directly. Details of Ministries/ Departments against whom grievances have been received is given at annexure I. The details of complaints received and pending in the last three years is attached at Annexure -II.

(d): The grievances are to be attended promptly. The Government has recently reduced the time-frame of grievance redressal in CPGRAMS from 60 days to 45 days. Directions were issued to resolve COVID 19 related grievances maximum within 3 days. CPGRAMS version 7.0 which was rolled out in 2019 ensures direct transition of grievance to the concerned grievance redressal officer in the fields by skipping intermediate levels. This has helped in reduction in redressal time of a grievance. Periodic reviews are undertaken to ensure that the grievances are addressed in time. However, certain grievances which cannot be disposed within the stipulated time frame due to policy issue or litigation etc are also monitored closely. A provision to reflect age wise pendency has been created in CPGRAMS to keep a tab on pending grievances. The Government has undertaken special campaign for reducing pendency from 2nd – 31st October 2021 when about 3 lakh public grievances were disposed of. The institutional mechanism to monitor pendency created during the Special Campaign has been continued to review pendency in identified categories including public grievances on a monthly basis through a central monitoring dashboard.

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