Centralised Public Grievances Redress and Monitoring System (CPGRAMS)

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Centralised Public Grievances Redress and Monitoring System (CPGRAMS)

Centralised Public Grievances Redress and Monitoring System (CPGRAMS) GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DE

To extend necessary cooperation to pensioners associations for redressal of pensioners’ grievances.
Effectiveness of CPENGRAMS and Pension Adalats – Way Forward: Chapter 2 of 110th Report of Parliamentary Committee on Pensioner’s Grievances
Accountability for Disposal of Work related to common people आम लोगों से जुड़े कार्य के निपटान के लिए जवाबदेही

Centralised Public Grievances Redress and Monitoring System (CPGRAMS)

GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

LOK SABHA UNSTARRED QUESTION NO. 2451 (TO BE ANSWERED ON 16.03.2022)

GRIEVANCE CELL

2451. SHRI MOHANBHAI KALYANJI KUNDARIYA:
Will the PRIME MINISTER be pleased to state:

(a) whether a grievance cell has been set up for redressal of complaints received from various Ministries?

(b) if so, the details of the complaints received and that are pending during the last three years and the current year?

(c) the details of the individuals and the departments against which the complaints have been received? and

(d) the details of the efforts being made for quick redressal of complaints?

ANSWER

MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE (DR. JITENDRA SINGH)

(a) to (c): The Government has set up a grievance redressal platform namely Centralised Public Grievances Redress and Monitoring System (CPGRAMS) through which a Citizen can register his/ her grievances pertaining to any Central Ministry/Department or Departments in States /UTs. All Ministries/Departments / States /UTs have access to this system and grievances are resolved by them directly. Details of Ministries/ Departments against whom grievances have been received is given at annexure I. The details of complaints received and pending in the last three years is attached at Annexure -II.

(d): The grievances are to be attended promptly. The Government has recently reduced the time-frame of grievance redressal in CPGRAMS from 60 days to 45 days. Directions were issued to resolve COVID 19 related grievances maximum within 3 days. CPGRAMS version 7.0 which was rolled out in 2019 ensures direct transition of grievance to the concerned grievance redressal officer in the fields by skipping intermediate levels. This has helped in reduction in redressal time of a grievance. Periodic reviews are undertaken to ensure that the grievances are addressed in time. However, certain grievances which cannot be disposed within the stipulated time frame due to policy issue or litigation etc are also monitored closely. A provision to reflect age wise pendency has been created in CPGRAMS to keep a tab on pending grievances. The Government has undertaken special campaign for reducing pendency from 2nd – 31st October 2021 when about 3 lakh public grievances were disposed of. The institutional mechanism to monitor pendency created during the Special Campaign has been continued to review pendency in identified categories including public grievances on a monthly basis through a central monitoring dashboard.

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Annexure I

Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

(b) Details of complaints received during and pending in last three years (2019, 2020 & 2021):-

Year Brought Forward Received Total Received Disposed Pending
2019 843697 1867758 2711455 1639852 1071603
2020 1071603 2271270 3342873 2319569 1023304
2021 1023304 2000590 3023894 2135923 887971

Annexure – II

Lok Sabha Unstarred Question No. 2451 (To be answered on 16.03.2022)

(C) Ministry/Department wise grievances received and disposed Ministry/Department wise Report Period of Report – 01.01.2019 to 31.12.2021

Sl No. Ministry/Department/Org Total Receipt
1. Central Board of Direct Taxes (Income Tax)  

131008

2. Central Board of Indirect Taxes and Customs  

47614

3. Department for Promotion of Industry and Internal Trade  

7200

4. Department of Administrative Reforms and Public Grievances – PG Division  

1703

5. Department of Agriculture and Farmers Welfare  

125213

6. Department of Agriculture Research and Education  

6585

7. Department of Animal Husbandry, Dairying  

5802

8. Department of Atomic Energy 5390
9. Department of Bio Technology 1762
10. Department of Chemicals and Petrochemicals  

2221

11. Department of Commerce 16823
12. Department of Consumer Affairs 38619
13. Department of Defence 43095
14. Department of Defence Finance 47594
15. Department of Defence Production 8105
16. Department of Defence Research and Development 3889
17. Department of Economic Affairs ACC Division 13888
18. Department of Empowerment of Persons with Disabilities 8875
19. Department of Ex Servicemen Welfare 24564
20. Department of Expenditure 17118
21. Department of Fertilizers 2780
22. Department of Financial Services (Banking Division) 458743
23. Department of Financial Services (Insurance Division) 66392
24. Department of Financial Services (Pension Reforms) 8503
25. Department of Fisheries 859
26. Department of Food and Public Distribution 13935
27. Department of Health & Family Welfare 92496
28. Department of Health Research 9240
29. Department of Heavy Industry 4099
30. Department of Higher Education 71450
31. Department of Investment & Public Asset Management 2462
32. Department of Justice 29472
33. Department of Land Resources 2669
34. Department of Legal Affairs 13719
35. Department of Military Affairs 14535
36. Department of Official Language 1147
37. Department of Personnel and Training 80518
38. Department of Pharmaceutical 6036
39. Department of Posts 159814
40. Department of Public Enterprises 2185
41. Department of Revenue 60234
42. Department of Rural Development 18367
43. Department of School Education and Literacy 72501
44. Department of Science and Technology 6057
45. Department of Scientific & Industrial Research  

3789

46. Department of Social Justice and Empowerment 19898
47. Department of Space 2213
48. Department of Sports 3873
49. Department of Telecommunications 207992
50. Department of Youth Affairs 3058
51. Legislative Department 4699
52. Ministry of Coal 13504
53. Ministry of Ayush 13670
54. Ministry of Civil Aviation 43389
55. Ministry of Cooperation 2781
56. Ministry of Corporate Affairs 51784
57. Ministry of Culture 8613
58. Ministry of Development of North Eastern Region 1095
59. Ministry of Drinking Water and Sanitation 7184
60. Ministry of Earth Sciences 1520
61. Ministry of Electronics & Information Technology 30081
62. Ministry of Environment, Forest and Climate Change 16010
63. Ministry of External Affairs 56558
64. Ministry of Food Processing Industries 2161
65. Ministry of Home Affairs 116561
66. Ministry of Housing and Urban Affairs 62585
67. Ministry of Information and Broadcasting 26767
68. Ministry of Labour and Employment 203147
69. Ministry of Micro Small and Medium Enterprises 10518
70. Ministry of Mines 5234
71. Ministry of Minority Affairs 6130
72. Ministry of New and Renewable Energy 2583
73. Ministry of Panchayati Raj 8159
74. Ministry of Parliamentary Affairs 6689
75. Ministry of Petroleum and Natural Gas 58561
76. Ministry of Power 12192
77. Ministry of Railways ( Railway Board) 151797
78. Ministry of Road Transport and Highways 52610
79. Ministry of Shipping 6261
80. Ministry of Skill Development and Entrepreneurship 6900
81. Ministry of Statistics and Programme Implementation 1904
82. Ministry of Steel 4854
83. Ministry of Textiles 4373
84. Ministry of Tourism 6216
85. Ministry of Tribal Affairs 4080
86. Ministry of Water Resources, River Development & Ganga Rejuv 8704
87. Ministry of Women and Child Development 22970
88. NITI Aayog 7693
89. O/o the Comptroller & Auditor General of India 30809
90. Unique Identification Authority of India 27714

Source: Lok Sabha PDF

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