3 weeks ago
India's CPGRAMS becomes world's largest digital grievance redressal platform
The government of India has a big computer system called CPGRAMS.
It is a place where citizens can tell the government about problems they are facing.
Over the last ten years, it has become one of the largest systems of its kind in the world.
In 2014, people sent in about 3.01 lakh complaints, and in 2024 they sent in around 27 lakhs.
That is almost nine times more complaints, which shows that people trust the system more.
The government also made the system much faster - fixing a complaint used to take about 157 days but now takes only about 15 days.
Anyone can send a complaint using a computer, a mobile app, or at local service centres.
The system automatically sends each complaint to the right officer and gives a tracking number.
This helps citizens follow what is happening with their complaint while the government works on it.
CPGRAMS has emerged as one of the world's largest digital public grievance redressal platforms over the past decade.
Annual grievances handled grew nearly nine-fold, from about 3.01 lakh in 2014 to around 27 lakhs in 2024.
The number of Grievance Redressal Officers rose from 10,232 in 2014 to more than 1.11 lakh by 2025.
Average grievance disposal time in Central Ministries and Departments fell from 157 days in 2014 to just 15 days in 2025.
Citizens can lodge complaints online, through the CPGRAMS mobile app integrated with UMANG, or at more than 5 lakh Common Service Centres.
- Who
- The Government of India's Ministry of Personnel, Public Grievances and Pensions and Indian citizens filing grievances.
- What
- CPGRAMS has become one of the world's largest digital public grievance redressal platforms, with a nearly nine-fold rise in grievances handled since 2014.
- Where
- India, connecting all Central Ministries, Departments, States and Union Territories from New Delhi.
- When
- Over the past decade, with grievance data covering 2014 to 2024-2025; the official factsheet was released on a Sunday.
- Why
- To enable timely grievance resolution, promote accountability, and strengthen transparent governance so every citizen's voice is heard.
Key facts
- Platform
- Centralised Public Grievance Redress and Monitoring System (CPGRAMS)
- Governing Ministry
- Ministry of Personnel, Public Grievances and Pensions
- Grievances in 2014
- About 3.01 lakh annually
- Grievances in 2024
- Around 27 lakhs annually
- Grievance Redressal Officers (2025)
- More than 1.11 lakh (up from 10,232 in 2014)
- Average Disposal Time (2014)
- 157 days
- Average Disposal Time (2025)
- 15 days
- Filing Channels
- Online, CPGRAMS mobile app (integrated with UMANG), and over 5 lakh Common Service Centres
Quotes
Government official
Official statement from CPGRAMS leadership
“"Connecting all Central Ministries, Departments, States and Union Territories through a single platform, CPGRAMS enables timely grievance resolution, promotes accountability, and strengthens transparent governance while ensuring that every citizen's voice is heard and addressed," the official statement said.”
thehansindia.com
“"These reforms have improved service delivery and reduced delays. The average grievance disposal time in Central Ministries and Departments fell from 157 days in 2014 to just 15 days in 2025," said the statement.”
thehansindia.com
Sources
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