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CPGRAMS is the Government's flagship 24x7 digital grievance redressal platform, connecting all Central Ministries, Departments, States and Union Territories through a single portal.
Grievances handled annually rose nearly nine-fold from about 3.01 lakh in 2014 to around 27 lakh in 2024, while Grievance Redressal Officers grew from 10,232 to more than 1.11 lakh by 2025.
Average disposal time in Central Ministries and Departments fell from 157 days in 2014 to 15 days in 2025, and stood at 14 days in 2026.
Guidelines issued in August 2024 rationalised the redressal timeline from 30 days to 21 days and mandated dedicated grievance cells and root cause analysis.
An AI-enabled voice chatbot, 'Samadhan Didi', was launched on 30 May 2026, letting citizens register grievances by speaking in their preferred language.
CPGRAMS combines a single point of entry with automated routing and a closing feedback loop, so that a citizen never has to identify the correct department themselves.
To replace manual forwarding with automatic routing to the appropriate authority
Key: All Central Ministries and Departments were onboarded by 2022
To use AI and Machine Learning for real-time analysis, pattern recognition and identification of systemic issues
Key: Advanced dashboards and analytics support root cause identification and policy change
To make grievance redressal accessible in citizens' own languages
Key: Submissions accepted in 22 scheduled languages besides English, with BHASHINI enabling officers to reply in the citizen's language
To benchmark Ministries and Departments on the effectiveness of grievance redressal
Key: Promotes accountability and healthy competition between departments
To unify grievance redressal across the country
Key: Integration of State grievance portals and other government platforms with CPGRAMS
To build officer capacity, review performance monthly and use analytics for policy improvement
Key: A dedicated Data Strategy Unit sits within DARPG
Sevottam is the generic framework for excellence in public service delivery from which much of this system descends. Its name joins the Hindi words for service and excellence, and it was proposed by the Second Administrative Reforms Commission. It rests on three modules that must work together: an effective Citizen's Charter setting out what a citizen is entitled to expect, a sound grievance redressal mechanism for when that expectation is not met, and capability building within the organisation so that it can actually deliver. CPGRAMS is the second module built out at national scale — which is why the reform programme pairs the platform with Sevottam-based training rather than treating technology as sufficient on its own.
Simple Analogy: A Citizen's Charter is the menu, grievance redressal is the complaints book, and capability building is the kitchen. A restaurant needs all three; a complaints book alone changes nothing.
Initiates and coordinates administrative reforms and handles public grievances; administers CPGRAMS and houses the Data Strategy Unit
The national language technology platform whose speech-to-text, text-to-speech, translation and transliteration capabilities power multilingual grievance filing and the Samadhan Didi chatbot
More than 5 lakh delivery points, run with 2.5 lakh Village Level Entrepreneurs, through which rural citizens can register grievances
GS Paper 2 > Governance — transparency and accountability, e-governance, citizens charters and institutional measures
General Awareness > Government portals and administrative reforms
General Awareness > Governance and grievance mechanisms
General Awareness > Government initiatives
Centralised Public Grievance Redress and Monitoring System, the national online platform for lodging and tracking public grievances.
A framework for excellence in public service delivery proposed by the Second Administrative Reforms Commission, comprising Citizen's Charter, grievance redressal and capability building.
Grievance Redressal Assessment and Index, which benchmarks Ministries and Departments on grievance redressal effectiveness.
The AI-enabled CPGRAMS voice chatbot launched on 30 May 2026, allowing grievances to be registered by speaking.
The authority to which an unsatisfied citizen may appeal, required to decide within 30 days.