• The Unique Identification Authority of India (UIDAI) and the ministry of labour and employment are the top performers in the grievance redressal index.

• The index is part of the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for April 2023 released by the Department of Administrative Reforms and Public Grievances (DARPG).

• The progress for April 2023 indicates 1,06,847 grievances redressed by central ministries and departments with an average disposal time of 17 days/grievance and a pendency level of 67,932 cases in the central secretariat.

• The grievance redressal index has been developed to assist the ministries and departments to review and streamline their grievance redressal system and have a comparative assessment with other ministries/departments.

What is CPGRAMS?

• Centralised Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system over NICNET developed by NIC, in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).

• CPGRAMS aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to ministries/departments/ organisations who scrutinise and take action for speedy and favorable redress of these grievances.

• The grievances received on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) shall be resolved promptly as soon as they are received but within a maximum period of 30 days.

• Tracking grievances is also facilitated on this portal through the system generated unique registration number.

• National Informatics Centre (NIC) through its Information and Communication Technology (ICT) Network — NICNET, has institutional linkages across all the ministries/departments of the central government, state governments, Union Territories and district administrations of the country. NICNET is a satellite-based nationwide computer-communication network, that is a type of Wide Area Network (WAN).

• In order to check the quality of disposal, CPGRAMS provides facility to the citizens to record their feedback on the portal and if a disposal is rated as poor, the option to file an appeal to the next higher authority is enabled.

• The government has also set up a call centre to get citizen feedback on disposed of grievances. Citizens can also get the appeal filed through the call centre if they are not satisfied with the disposal of the grievance.

Issues which are not taken up for redressal:

• Sub-judice cases or any matter concerning judgment given by any court.

• Personal and family disputes.

• RTI matters.

• Anything that impacts upon territorial integrity of the country or friendly relations with other countries.

• Suggestions.

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