Centralised Public Grievance Redress and Monitoring System
Also called: CPGRAMS, Public Grievances Portal · Topic: Transparency, Accountability and e-Governance · NCERT: Class 7, Ch 6 "The State, the Government, and You"
Meaning
CPGRAMS is an online portal (pgportal.gov.in) run by the Department of Administrative Reforms and Public Grievances (DARPG). Citizens use it to complain against central ministries and departments. The ministries must reply within set time limits. Many states run similar grievance portals. It matters because it gives citizens a single, traceable channel to have their problems solved.
Example
A pensioner whose pension payment is delayed files a complaint on CPGRAMS. The complaint goes to the department concerned, which must act and reply within the time limit.
Don't confuse with
- RTI application: this asks for information. A CPGRAMS complaint asks for a problem to be solved.
- Citizen's charter: this is a document that sets out service standards and is not legally enforceable. CPGRAMS is the system for making complaints.