The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is a vital platform that helps people register their complaints about public services. The Government of Karnataka has adopted this system to ensure smooth and transparent handling of grievances from its citizens. This online portal is active 24/7, and users can lodge complaints anytime regarding public services. CPGRAMS acts as a bridge between the public and government authorities. It is part of a larger national initiative and is linked to all state and central government ministries and departments.
Table of Contents
Key Features of CPGRAMS Karnataka
24/7 Availability: Citizens can file complaints at any time through the online portal or mobile app.
All Departments Connected: Every government department is linked to the system, making it a unified platform for grievance redressal.
Role-Based Access: Different authorities have specific access according to their roles in the grievance redressal system.
Mobile Applications: The platform is accessible via:
A standalone Android app from the Google Play Store
The UMANG app for broader service integration
Unique Grievance ID: Each complaint receives a registration number, which helps the user to track the status.
Appeal Option Available: Users can file an appeal if they are not happy with the solution offered.
No Filing Charges: The platform does not charge users for lodging complaints. Any fee paid goes to the Common Service Centres (CSC) only.
Services Not Covered Under CPGRAMS
Some issues are outside the scope of CPGRAMS and are not accepted for redressal. These include:
Issue Type
Reason for Exclusion
RTI Applications
These fall under the Right to Information Act and have a separate process.
Court-related or Subjudice Matters
Matters under judicial consideration are not handled by CPGRAMS.
Religious Issues
Religious subjects are sensitive and not dealt with through this portal.
Service-related Complaints of Government Employees
Such issues must go through internal service channels unless all options are exhausted.
Appeal Process and Feedback System
Feedback Option: After a complaint is resolved, users can rate their satisfaction.
Appeal Activation: If the user rates the resolution as ‘Poor,’ the system automatically provides an option to file an appeal.
Tracking Appeals: Like the original grievance, the appeal can be tracked using the initial complaint number.
Step-by-Step Process to Use CPGRAMS Karnataka
Step
Details
1. Registration
Visit the CPGRAMS portal or use the mobile app to create an account.
2. Lodging a Complaint
Fill in the details of the issue and submit the complaint online.
3. Receive Grievance ID
After submission, you receive a unique ID to track the status.
4. Track Status
Use the ID on the portal/app to check the current stage of the complaint.
5. Feedback and Appeal
Provide feedback and, if needed, file an appeal based on your experience.
Important Updates and Documents
Date
Update Title
27 July 2022
Strengthening of Machinery for Redressal of Public Grievances (PDF – 1.05 MB)
23 Aug 2024
Comprehensive Guidelines for Handling Public Grievances (PDF – 0.25 MB)
Benefits of CPGRAMS for Citizens of Karnataka
Ease of Access: No need to visit government offices. Complaints can be filed from home.
Transparency: Real-time tracking ensures people are aware of every step taken.
Efficiency: Faster resolution due to direct routing of issues to the concerned department.
Inclusive System: Every citizen, regardless of region or background, can register their grievance.
Appeal Rights: The platform ensures fairness by offering an appeal mechanism.
Additional Support from DPG (Directorate of Public Grievances)
Citizens who are not satisfied with grievance redressal within a reasonable time can approach the Directorate of Public Grievances (DPG) under the Cabinet Secretariat of the Government of India.
DPG looks into issues under its jurisdiction when complaints remain unresolved on CPGRAMS.
How to Register/Login on CPGRAMS
Action
Instructions
New Registration
Go to the CPGRAMS Karnataka website or mobile app and click “Register”.
Existing Users
Use your credentials to “Login” and view or file grievances.
View Status
Click on “View Status” and enter the unique grievance ID.
Contact Details
Use the “Contact Us” option for further assistance or escalations.
Useful Points for First-Time Users
Use Clear Language: While submitting complaints, write details in a simple and precise way.
Attach Proofs if Required: Add supporting documents like bills, photos, or ID proof for better understanding.
Check Regularly: Monitor your complaint’s progress often to stay updated.
Use the Mobile App: Mobile apps are user-friendly and offer instant notifications about status changes.
Comparison of CPGRAMS Features
Feature
Availability
Online Portal Access
Yes
Mobile Application
Yes (Standalone & UMANG)
Unique Grievance ID
Yes
Complaint Status Tracking
Yes
Appeal Facility
Yes
Feedback Submission
Yes
Offline Access via CSCs
Yes
Service Charges
No (Only CSC fees apply)
Who Can Use CPGRAMS?
Any citizen of India can file a complaint against any public service issue under the Karnataka government or central ministries connected to the system.
People from both urban and rural areas can use the mobile app or visit nearby CSCs for help.
Common Areas of Complaint Registered in Karnataka
Service Area
Examples of Issues
Water Supply
Irregular supply, poor quality water
Electricity Services
Power cuts, billing issues, and delayed connections
Health Services
Lack of medicine, staff absence, and poor hospital facilities
Education
Non-functional schools, a lack of teachers, and poor infrastructure
Road Infrastructure
Damaged roads, incomplete construction
Welfare Schemes
Delay in pension, non-receipt of subsidy, and missing beneficiary names
Summing Up
CPGRAMS has become an effective digital tool for addressing the grievances of the public in Karnataka. With real-time tracking, easy access, and a fair appeal system, the platform ensures that citizen voices are heard and acted upon. The availability of the mobile app and integration with UMANG has made the process smoother, especially for those in remote areas. A strong grievance redressal system like CPGRAMS builds trust between people and the government.
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