The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform launched by the Government of India to enable citizens to lodge complaints against various government departments and ministries.
In February 2025, over 1.11 lakh grievances were resolved with an average disposal time of 15 days. The portal, accessible via web, mobile app, and UMANG app, is integrated with over 5 lakh Common Service Centres (CSCs) across the country, expanding access especially in rural areas. Uttar Pradesh led registrations with 9,000 new users in February. The government continues to enhance the system with AI-based feedback analysis and training programmes to ensure efficient grievance redressal.
How to Lodge a Complaint on CPGRAMS?
CPGRAMS offers a simple and transparent way for citizens to raise grievances related to government services, excluding tax-related matters. To use the portal, users must first register themselves and then follow a straightforward process to lodge their complaint.
Quick Checklist to Lodge Your Complaint:
- Register on the Portal
Visit https://pgportal.gov.in and click on ‘Register’ to create your account by providing basic details such as name, email, and mobile number. - Log In
Use your username and password to log in to the portal. - Select ‘Lodge Public Grievance’
From the menu, click on ‘Grievance’ and then ‘Lodge Public Grievance’. - Choose the Relevant Ministry/Department
Select the appropriate ministry or department from the list. If you do not find the correct one, click on ‘More’ to search and select the right authority. - Fill in Complaint Details
Clearly describe your grievance and upload any supporting documents if available. - Submit and Note Complaint ID
Submit your complaint and save the unique complaint number generated for future tracking. - Track Your Complaint
Use the complaint ID to check the status online anytime. You will also receive updates via email or SMS.
The portal is also accessible via the CPGRAMS mobile app and the UMANG app, making it convenient for users to lodge and track grievances on the go.
CPGRAMS in Numbers: Impact and Reach
The portal’s impact is evident in the statistics from recent months. In February 2025 alone, central ministries resolved 1,11,000 grievances with an average disposal time of 15 days, well within the stipulated 21-day period.
The portal saw 47,599 new user registrations, with Uttar Pradesh leading, followed by Maharashtra and Tamil Nadu. Over 5 lakh Common Service Centres (CSCs) are linked with CPGRAMS, facilitating grievance registration even in remote and rural areas. For example, 5,580 grievances were filed through CSCs in February, demonstrating the platform’s inclusivity.
Success stories include timely resolution of pension revisions under the One Rank One Pension (OROP) scheme and insurance claim settlements, which have brought relief to many citizens. A senior official from the Department of Administrative Reforms and Public Grievances (DARPG) stated, “CPGRAMS is a lifeline for citizens seeking accountability and transparency from government departments.”
Government Initiatives for Continuous Improvement
The government is committed to enhancing CPGRAMS by introducing innovative features such as AI-powered feedback analysis to better understand citizen needs. Multilingual e-governance solutions are being implemented to make the portal more accessible to people across different regions.
Additionally, training programmes for grievance officers are regularly conducted to ensure efficient and empathetic handling of complaints. Streamlined escalation mechanisms have also been put in place to facilitate prompt resolution.
The Logical Indian’s Perspective
CPGRAMS is a commendable step towards transparent and accountable governance, empowering citizens to voice their concerns directly to higher authorities.
At The Logical Indian, we believe that such platforms strengthen democracy by fostering trust and dialogue between citizens and the state. We encourage readers to actively use CPGRAMS and share their positive experiences to inspire others. How do you think grievance redressal mechanisms can be further enhanced to serve citizens better? Share your thoughts.
