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Grievances of Citizens Being Addressed by CPGRAMS Portal
Context: Recently, the Union Minister stated that Grievances of Citizens from even the remotest part of the country are being addressed by The Centralised Public Grievances Redress and Monitoring System (CPGRAMS) portal within a time bound manner.
Overview of CPGRAMS Portal:
- CPGRAMS is an online platform available 24×7 for citizens to lodge grievances related to service delivery.
- Launched in 2007
- Under the Ministry of Personnel, Public Grievances & Pensions, Department of Administrative Reforms and Public Grievances.
- Purpose: Facilitates online grievance redress by forwarding grievances from citizens to Central Government Ministries, Departments, Organizations and State Governments.
- The system is also accessible through a standalone mobile application on the Google Play Store and integrated with UMANG.
- Collaboration with Common Service Centres (CSCs) aids rural residents in filing grievances on CPGRAMS.
- Grievances can also be submitted through post or mail.
- Feedback and Support:
- A 50-seater Feedback Call Centre operates in 10 regional languages, including Odia, as well as Hindi and English.
- The Call Centre provides feedback on grievance resolutions and helps citizens file appeals if they are dissatisfied.
- National Social Assistance Programme (NSAP):
- Provides ₹300 per month to widows aged 40-79 years and ₹500 per month to those aged 80 years and above.
- Special Campaign for Widows’ Pension:
- A month-long campaign from 1st July 2024 aimed at redressing Family Pension grievances, particularly benefiting widows.
- 1140 Family Pension cases have been resolved during this campaign.
- Issues not taken up for redress include RTI matters, court-related/sub judice matters, religious matters, suggestions, and grievances of government employees concerning their service matters, including disciplinary proceedings.
