Strengthening of public grievance mechanisms – Comprehensive reform of the Centralized Public Grievance Processing and Monitoring System (CPGRAMS) under DARPG OM of 27.07.2022

Strengthening public grievance mechanisms – Comprehensive reform of the centralized public grievance handling and monitoring system (CPGRAMS)

F.No.S-15/21/2021-O/o DS(PG)-DARPG (7085)
Government of India
Ministry of Personnel, Public Claims and Pensions
Department of Administrative Reforms and Public Grievances
(PG Division)

5th Floor, Sardar Patel Bhawan, Sansad Marg,
New Delhi, July 27, 2022

BUREAU MEMORANDUM

Subject: Strengthening Public Grievance Redress Mechanisms (CPGRAMS)

The undersigned is hereby informed that the Department of Administrative Reforms and Public Complaints has undertaken a comprehensive reform of the Centralized Public Complaints Handling and Tracking System (CPGRAMS) to make it more responsive to the needs of citizens. The government’s effort is that the voice of the individual citizen must be heard, and the citizen must be empowered enough to trust the system. In this regard, the DARPG has put in place several measures to strengthen CPGRAMS, namely. Stakeholder tracking dashboards facilitate deeper analysis of grievances, capacity building of stakeholders under the Sevottam program for effective grievance redress, universalization of CPGRAMS ver 7.0 for automatic routing grievances to the last mile, integration of state portals with CPGRAMS, operationalization of feedback call centers, development of an inclusive system using common service centers, effective regional language interface in all languages ​​listed in the 8th Schedule of the Constitution, and the introduction of a grievance redress index to rank ministries/departments.

2. To achieve the objectives of CPGRAMS, and to satisfactorily resolve citizens’ grievances, Ministries/Departments must review, streamline and strengthen their internal resolution mechanisms. To make the system effective, the following decisions were made:

A. Time limits for settling grievances: –

(i) Complaints received on CPGRAMS should be resolved promptly upon receipt, but in a maximum period of 30 days. In the event that a remedy is not possible within the prescribed time due to circumstances such as pending judgment/policy issues, etc., an interim/appropriate response shall be given to the citizen.

(ii) Grievances of an urgent nature have been mapped on CPGRAMS with system specifications and reported to all Nodal Officers/Grievance Resolution Officers on the CPGRAMS platform. Grievance Officers are responsible for dealing with urgent grievances on a priority basis.

B. Closing of Grievances: –

  1. The settled grievance will be treated as closed unless the citizen has appealed. If the appeal is received from the citizen against the settled grievance, the grievance will only be treated as closed after the appeal decision.
  2. After a grievance is closed, citizens have the opportunity to submit their comments and file an appeal. To obtain information on the quality of complaints processed, an outgoing call center was launched. All citizens will be contacted by the call center for feedback. Citizens will have the opportunity to file an appeal if they are not satisfied with the settled grievance.
  3. Feedback received from citizens through the Feedback Call Center will be shared with Ministries/Departments who would be responsible for designing an internal mechanism to deal with the feedback thus received and making systemic improvements.

C. Grievance Process:-

  1. The ministry/department will appoint Nodal Grievance Officers (GROs) and adequately empower them to resolve public grievances. The ministry/department may appoint as many GROs as it deems necessary depending on the number of public complaints received under the general supervision of the nodal complaints resolution officer.
  2. An officer superior to the Nodal Grievance Officer will be appointed as the Nodal Appeal Authority to resolve PG appeals in a timely manner. The nodal appeal authority is empowered to appoint sub-nodal appeal authorities to adjudicate PG appeals. The Nodal Appeal Authority/Sub-Nodal Appeal Authorities are competent to review the process/guidelines followed by GROs in handling grievances. The appeal authority will dispose of the grievance within 30 days.
  3. The GRO login and password will be created by the nodal officer of the ministry/department. Contact details for the PG Nodal Officer and Appeal Authority must be updated immediately if there is a change.

(D) Root Cause Analysis:-

The ministry/department should regularly analyze the grievance trend and perform root cause analysis. Based on the analysis of grievances, the ministry/department can take corrective actions related to policy, procedures and people to reduce grievances. Necessary steps to deploy adequate resources and build capacity can be taken for prompt and effective resolution of grievances. Under the Sevottam program, DARPG will organize training programs in collaboration with the Institute of Secretariat Training and Management (ISTM). Nodal grievance officers would be responsible for building the capacity of other grievance officers.

(E) Review of PG Cases / PG Appeals in SOMs:-

  1. In order to institutionalize the grievance mechanism and ensure quality disposal, the ministry/department secretary may review the disposal process at senior officials’ meetings. The secretary may make a few calls to citizens for direct feedback if deemed necessary.
  2. Ministries/departments can also monitor grievances that may be raised in print and electronic media.

3. This is issued with the approval of the competent authority.

(Satish K Jadhav)
Director (PG)
Such. 23401404

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