India
The Centre has integrated its Centralized Public Grievance Redress and Monitoring System (CPGRAMS) with 5.1 lakh Common Service Centers (CSCs) across India. This move aims to make grievance redressal more accessible to people in rural areas, Union Minister Jitendra Singh informed the Rajya Sabha on Thursday.
The integration allows citizens to lodge complaints about government services through their nearest CSCs, reducing dependency on digital literacy and personal internet access. So far, 4.91 lakh grievances have been filed via these centers as of March 20, 2025.
CPGRAMS, a 24×7 online platform, is linked to all central ministries, state departments, and public authorities. Citizens can also access it through the UMANG mobile app or download it from Google Play. The platform allows grievance tracking via a unique registration ID, the ability to file appeals, and the option to provide feedback on resolutions.
The government has implemented a strict 21-day timeframe for grievance resolution. If complaints cannot be resolved within this period, mandatory interim replies must be provided. The latest operational guidelines were issued on August 23, 2024, ensuring faster response times. The system has already mapped 1,03,183 grievance officers, reducing the average redressal timeline from 28 days in 2019 to just 13 days in 2024 for central government cases.
As part of its outreach efforts, the government observes the 20th of every month as “CSC-CPGRAMS Day,” promoting awareness and engagement. Prasar Bharati, through All India Radio and Doordarshan, disseminates information about CPGRAMS to a broader audience.
Since 2019, over 1.15 crore grievances have been addressed under this system. From January 2020 to December 2024, 1,07,58,476 complaints were registered, with 1,15,52,503 redressed, including backlog cases.
By leveraging digital infrastructure and expanding access through CSCs, the government is making grievance redressal more citizen-friendly, timely, and efficient, ensuring even the most remote populations can voice their concerns effectively.
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