Union Government Issues New Grievance Handling Guidelines
Kartavya Desk Staff
Syllabus: Governance
Source: PIB
Context: The Union Government has introduced Comprehensive Guidelines for Handling Public Grievances to streamline and improve the redressal process.
Key features include:
• Unified Platform: CPGRAMS (pgportal.gov.in) for all grievances.
• Nodal Officers: Appointed in each Ministry/Department for efficient grievance management.
• Grievance Cells: Dedicated cells in every Ministry/Department with knowledgeable staff.
• Timely Redressal: Grievances to be resolved within 21 days; interim replies for longer cases.
• Escalation Process: Appellate officers for further review.
• Feedback Mechanism: SMS and email updates, with appeal options for dissatisfied citizens.
• AI Analysis: Feedback is analyzed using AI tools for improvements.
• Monthly Index: Assessment index for ranking Ministries/Departments.
• Training: Capacity building for grievance officers via state Administrative Training Institutes.
What do you understand by ‘Public Grievance’?
‘Public Grievance’ refers to the complaints, concerns, or dissatisfaction expressed by citizens regarding the functioning of public services, government policies, or administrative actions. It represents the grievances and grievances of the general public, highlighting their expectations of efficient and accountable governance.
• Data: According to the Annual Report 2020-21 of the Department of Administrative Reforms and Public Grievances, the number of public grievances received by the Government of India increased from 2,29,612 in 2015 to 18,31,507 in 2020, indicating the significance of public grievances in a democratic society.
Why is public grievance significant in a democratic society?
• Accountability: Ensures the government is answerable and transparent.
• Citizen Empowerment: Allows citizens to voice concerns and influence governance.
• Service Improvement: Identifies and corrects flaws in public services.
• Trust Building: Enhances public confidence in government actions.
• Participatory Governance: Encourages citizen involvement in decision-making, e.g., Mahila Samakhya’s role in India.
Different levels of institutional mechanisms available for addressing Public Grievances in India:
Level | Mechanisms | Examples
Central Level | DARPG & DPG | CPGRAMS: 80% resolved in 60 days (2020)
CPGRAMS | PMO Grievance Redressal System
State Level | State Public Grievance Redressal Commissions | Odisha OGRS: Streamlined grievance process
State Grievance Portals |
Constitutional Bodies | National Commission for SCs |
National Commission for STs |
Statutory Bodies | Lokpal/Lokayukta | Madhya Pradesh Lokayukta: Addressed corruption
NHRC/SHRCs | NCDRC/SCDRCs: Consumer dispute resolution
Judiciary | High Courts & Supreme Court |
About CPGRAMS:
Aspect | Details
About CPGRAMS | A platform for registering complaints against Central and State authorities.
Genesis | Launched in 2007 by DARPG.
Achievements | Resolved 60 lakh grievances (2022-2024).
| Reduced redressal timeline from 30 to 21 days.
Reforms (2022) | Universal CPGRAMS 7.0, automatic flagging, AI/ML use.
Other Initiatives | PRAGATI: ICT-based grievance platform by MeitY.
INGRAM: Portal for consumer grievances by the Department of Consumer Affairs.
Sevottam: Model to improve public service quality (2006).
Conclusion:
Public grievance is a critical aspect of a democratic society as it allows citizens to voice their concerns, seek redressal for grievances, and hold the government and other institutions accountable. It promotes transparency, fairness, and inclusivity in governance.