Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

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Key takeaways

Annual public grievances on the CPGRAMS portal jumped from 3.01 lakh in 2014 to 27 lakh in 2024.
The official network of Grievance Redressal Officers expanded significantly to over 1.11 lakh officers by 2025.
Citizen access across rural India is supported by 5 lakh Common Service Centres and 2.5 lakh Village Level Entrepreneurs.
Launched in May 2026, the Samadhan Didi AI voice chatbot links with BHASHINI to enable voice-based grievance filing.
The DARPG is actively developing NextGen CPGRAMS with AI routing and coverage for all 22 Scheduled Languages.

The CPGRAMS platform has emerged as the central government's primary digital portal for resolving public grievances effectively.
It leverages modern technology and administrative reforms to make public service delivery completely citizen-centric.

The CPGRAMS operates as a 24x7 online system that connects central ministries, state governments, and union territories.
Citizens can conveniently submit and track their complaints regarding public service delivery through this single portal.

Since 2014, CPGRAMS has evolved from an old paper-based process into an advanced technology-driven governance platform.
Annual registered grievances expanded dramatically from 3.01 lakh in 2014 to nearly 27 lakh in 2024.
The total number of Grievance Redressal Officers rose from 10,232 to over 1.11 lakh by 2025.

Citizens can file complaints through the CPGRAMS portal, mobile application, UMANG app, postal mail, or 5 lakh Common Service Centres.
Around 2.5 lakh Village Level Entrepreneurs actively help rural citizens submit their complaints across the country.

The platform automatically categorizes grievances and assigns a unique registration ID to every application.
Automated routing, clear escalation pathways, citizen feedback loops, and appellate reviews ensure high administrative accountability and transparency.

Launched in May 2026, Samadhan Didi works as an AI voice chatbot integrated with the BHASHINI language platform.
It enables citizens to lodge complaints verbally in their native languages while automatically determining the correct ministry, department, and grievance category.

The Department of Administrative Reforms and Public Grievances (DARPG) is currently developing the advanced NextGen CPGRAMS platform.
This upgraded system will offer AI-based routing, multilingual support in 22 Scheduled Languages, automated escalation, accessibility options, and live analytics.