If you have a grievance relating to the delivery of a government service or the functioning of a government organisation, the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) provides an online mechanism to lodge and track grievances.
CPGRAMS is a Government of India platform connected with central ministries/departments and participating state government organisations. Citizens can lodge grievances online and track them using the registration number generated by the system.
What type of issues can CPGRAMS handle?
CPGRAMS is intended for public grievances connected with service delivery and government authorities. It is not a general substitute for every legal or administrative remedy.
The portal specifically lists several categories that are not taken up, including RTI matters, court/sub-judice matters, religious matters and certain government-employee service matters where prescribed channels have not been exhausted.
What should you prepare before filing?
- Mobile number and email address.
- Name of the department or organisation, if known.
- A concise description of the problem.
- Relevant application/reference numbers.
- Supporting documents or correspondence, where useful.
Steps to file a CPGRAMS grievance
- Go to pgportal.gov.in.
- Choose the grievance lodging option and sign in/register as required by the current portal.
- Select the appropriate organisation/category and provide your contact details.
- Describe the grievance clearly. Mention dates, application numbers and the service that was expected.
- Attach relevant supporting material if the portal provides an upload option for your grievance.
- Review the information and submit the grievance.
- Save the unique registration number. It is important for tracking and future correspondence.
How to track your complaint
Use the portal’s View Status facility and enter the registration number together with the requested verification details. CPGRAMS also provides facilities for reminders/clarifications and feedback, and an appeal facility may become available where the portal permits it after closure.
What if the response is unsatisfactory?
Read the disposal response carefully. If the portal enables an appeal for the grievance, use that facility and explain specifically why the response did not resolve the issue. The CPGRAMS FAQ also advises citizens about the role of departmental grievance officers and further escalation routes.
How long does redressal take?
The CPGRAMS FAQ states that grievances are generally expected to be redressed within the prescribed timeframe and notes a 21-day norm, with an interim reply and reasons expected where there is a delay. Actual time can vary by department and the nature of the issue.
Important exclusions
Do not use CPGRAMS as a replacement for an RTI application, a court proceeding, or a statutory appeal where a specific law provides another route. Check the relevant authority before filing.