New Delhi, August 9: The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) has evolved into a major digital platform for addressing citizens’ complaints related to government services, with technology, artificial intelligence and feedback mechanisms being increasingly integrated into the grievance redressal process.
The platform connects Central ministries and departments with states and Union Territories, allowing citizens to register complaints online and track their status through a unique registration number. Complaints can also be filed through the CPGRAMS mobile app and Common Service Centres.
According to the government, the number of grievances disposed of annually has increased nearly nine-fold, from around 3.01 lakh in 2014 to about 27 lakh in 2024. The number of grievance officers has also increased from 10,232 in 2014 to more than 1.11 lakh in 2025.
The average time taken by Central ministries and departments to resolve grievances has declined sharply from 157 days in 2014 to around 15 days in 2025. The prescribed timeline for grievance disposal was reduced from 30 days to 21 days under comprehensive guidelines issued in August 2024.
The government has also introduced artificial intelligence and machine-learning tools for grievance classification, routing, monitoring and identification of recurring issues. CPGRAMS provides grievance filing support in English and 22 scheduled Indian languages, with integration with Bhashini aimed at improving communication between citizens and officials.
A major recent initiative is “Samadhan Didi”, an AI-powered voice chatbot launched on May 30, 2026. The system allows citizens to register grievances through voice in their preferred language and can identify the concerned ministry, department and grievance category.
The government is also developing a Next Generation CPGRAMS, which is expected to include AI-based intelligent routing, voice-enabled complaints, multilingual support, automated escalation, accessibility features for persons with disabilities and real-time dashboards.
Officials said the continued expansion of CPGRAMS is aimed at making grievance redressal more accessible, transparent and responsive, while strengthening citizen participation in governance.
