Spotlight On CPGRAMS: Venezuela Crisis Sparks Global Push For Public Grievance Redressal

Citizen-centric governance has come to the fore following the US’s capture of Venezuelan President Nicolas Maduro and his wife and first lady Cilia Flores, creating a global furore.  

In the current global scenario, several countries are facing civil unrest and citizen dissent, pushing the governments to look at putting in place a sound mechanism to ensure efficiency in governance with a focus on citizen welfare.

Maldives, Bangladesh, and South Africa, among others, are already trying to seek inspiration from India's CPGRAMS to address public grievances in their respective countries.

Union Minister for Personnel, Public Grievances, and Pensions Jitendra Singh earlier told The Secretariat that delegations from these countries have visited the country over the past few months and have expressed interest in the CPGRAMS programme of the government.

"These countries have been given a detailed presentation of CPGRAMS and have expressed their keen desire to adapt it into a system of public grievances redressal mechanism in their respective countries," the minister said.  

Sources stated that delegations from these countries visited India to learn about the CPGRAMS, demonstrating international interest in India's successful citizen-centric governance models, with a specific focus on implementing similar systems in their own countries.

"Delegates from these countries from the Global South stated that they share similar goals for better governance, with India's CPGRAMS serving as a benchmark for improving transparency and accountability in public service delivery," sources stated.
 
These visits highlight efforts by developing nations to adopt robust digital governance tools for greater government accountability and citizen satisfaction.

These nations sought to replicate India's effective digital mechanisms for handling public complaints, seeing CPGRAMS as a model for enhancing citizen engagement and responsive governance in their own nations.  

"An AI-based dashboard has been developed with IIT-Kanpur, enabling deeper analysis of CPGRAMS grievances by the Ministries and Departments, to help them bring about systemic changes and policy interventions," Secretary of the Department of Personnel & Training (DoPT) Rachna Shah told The Secretariat.

What Is CPGRAMS

CPGRAMS is an online portal for citizens to lodge grievances with government authorities, integrated across Central and State ministries for a one-stop solution. 

It is a state-of-the-art online grievance redressal system developed by the National Informatics Centre (MeitY), in association with the Ministry of Personnel, Public Grievances & Pensions. Department of Administrative Reforms and Public Grievances (DARPG), manages the CPGRAMS platform.

CPGRAMS is also accessible to the citizens through a standalone mobile application.

The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.

It also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer. After the closure of the grievance, if the complainant is not satisfied with the resolution, he/she can provide feedback. If the rating is ‘Poor’, the option to file an appeal is enabled. The status of the Appeal can also be tracked by the petitioner with the grievance registration number.

The system includes a feedback call centre that operates in multiple languages to independently assess citizen satisfaction and offers an appeal option if the citizen is not satisfied with the initial redressal.

Key Statistics

CPGRAMS serves as a key platform for citizen engagement. During 2025, more than 20 lakh public grievances were disposed of. Though the official mandate for redressal is within 30 days, current performance averages approximately 13 to 16 days for many Central ministries and departments.

Over 10 lakh feedback responses were received from citizens, and new monitoring mechanisms, training modules and national workshops were introduced to improve the quality of grievance redressal.