Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is the Government’s flagship digital platform for lodging and tracking public service grievances. Since its launch in 2014, the system has expanded to connect all Central Ministries, Departments, State Governments and Union Territories, and now integrates with over 5 lakh Common Service Centres and a mobile app. Annual grievances rose from 3.01 lakh in 2014 to about 27 lakh in 2024, while the number of Grievance Redressal Officers grew from 10,232 to over 1.11 lakh by 2025. Average disposal time fell from 157 days (2014) to 15 days (2025) and further to 14 days in 2026. Recent enhancements include AI‑driven routing, a voice‑chatbot ‘Samadhan Didi’ (launched May 2026), and the upcoming NextGen CPGRAMS with advanced analytics and multilingual support.