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—complaints:cpgrams-complaint [2026/07/22 17:47] (current) – created - external edit 127.0.0.1
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 +{{htmlmetatags>metatag-keywords=(CPGRAMS grievance filing, government complaint online, pgportal.gov.in, public grievance redressal, DARPG grievance portal, appeal grievance India)
 +metatag-description=(File a government grievance on CPGRAMS at pgportal.gov.in. Get resolution within 21 days, appeal in 30 days. Free, 24x7, covers all central ministries and 36 states.)
 +metatag-og:image=(https://righttoinformation.wiki/og/complaints-cpgrams-complaint.webp)
 +metatag-twitter:image=(https://righttoinformation.wiki/og/complaints-cpgrams-complaint.webp)}}
 +
 +====== CPGRAMS: File a Government Grievance 2026 ======
 +
 +
 +<WRAP center round info 95%>
 +**Quick Reply:** File a government grievance on CPGRAMS at pgportal.gov.in. Get resolution within 21 days, appeal in 30 days. Free, 24x7, covers all central ministries and 36 states.
 +</WRAP>
 +
 +{{https://righttoinformation.wiki/og/complaints-cpgrams-complaint.webp?1200x675|CPGRAMS Complaint complaint help desk scene}}
 +
 +**Reviewed on:** 2026-06-19.
 +
 +<WRAP info>**Direct answer.** CPGRAMS (pgportal.gov.in) is the central government's free, 24x7 online grievance portal. File your complaint, get a unique registration number, and track resolution. The official redress deadline is 21 days. If unsatisfied, rate the reply "Poor" to unlock a formal appeal, which must be decided within 30 days.</WRAP>
 +
 +===== What CPGRAMS is and who it covers =====
 +
 +Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is run by the Department of Administrative Reforms and Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances and Pensions. The portal at [[https://pgportal.gov.in|pgportal.gov.in]] connects to 91 Central Ministries, Departments, and Organisations and all 36 States and Union Territories through role-based officer accounts.
 +
 +Any citizen can use CPGRAMS against any public authority: a central government department (passport, income tax, railways, post, banking regulator), a state department, or an attached or autonomous body. Filing is free. The government confirmed in the August 2024 Comprehensive Guidelines that no fee is charged and that any money collected by third parties (such as Common Service Centres) for grievance filing goes to those intermediaries alone, not to the government.
 +
 +===== Four steps to file a complaint =====
 +
 +  - **Register or log in** at [[https://pgportal.gov.in|pgportal.gov.in]]. You can create a new account using your mobile number or email. Alternatively, download the CPGRAMS app from Google Play (search "My Grievance") or the Apple App Store.
 +  - **Choose the ministry or department** your complaint is against. CPGRAMS 7.0 uses a questionnaire-guided dropdown so the complaint auto-routes to the right officer, including field offices.
 +  - **Write your complaint.** State the facts clearly: what happened, when, and what relief you want. Attach supporting documents (PDF or image). The portal has multilingual auto-translation if you write in a regional language.
 +  - **Submit.** You receive a unique registration number by SMS and email. Save it. Use "View Status" on the portal or app to track progress.
 +
 +DARPG has stated that grievances received by email are not attended to. Use the portal only.
 +
 +===== Timeline: 21 days for resolution, 3 days for urgent cases =====
 +
 +Under the DARPG Office Memorandum dated 23 August 2024 (revised Comprehensive Guidelines), the maximum redressal time is **21 days**. For grievances tagged as urgent or where early action is critical, the Grievance Redressal Officer (GRO) must act within **3 days**.
 +
 +If resolution requires more time, the department must send an interim reply explaining the delay and the expected resolution date. The interim reply does not close the complaint; only a final Action Taken Report (ATR) closes it.
 +
 +Where a complaint is misdirected, the receiving officer must forward it to the correct authority within 48 hours. Departments cannot close a complaint by stating it "does not pertain to this office."
 +
 +===== What CPGRAMS cannot take up =====
 +
 +The following categories fall outside CPGRAMS under the August 2024 guidelines:
 +
 +  * RTI matters (file under the RTI Act 2005 instead)
 +  * Court-related or sub-judice matters
 +  * Religious matters
 +  * Service grievances of government employees (unless internal channels are exhausted per DoPT OM No. 11013/08/2013-Estt.(A-III) dated 31.08.2015)
 +  * Suggestions (forwarded internally but not treated as grievances)
 +  * Anything affecting territorial integrity or relations with foreign countries
 +
 +AI-powered spam and bulk grievance detection is built into CPGRAMS 7.0, and frivolous or abusive complaints are routed to a spam box for GRO review.
 +
 +===== The appeal process: 30-day deadline =====
 +
 +After a grievance is closed, you receive an SMS or email. If you are not satisfied, rate the resolution as "Poor" on the portal. This rating unlocks the **appeal option**. You can also raise an appeal through the CPGRAMS feedback call centre.
 +
 +The appeal goes to the Nodal Appellate Authority (NAA), who is an officer of at least Additional Secretary or Joint Secretary rank in the concerned ministry. The NAA examines the appeal independently. Under the August 2024 guidelines, **appeals must be disposed of within 30 days**. You can track the appeal status using your original registration number under "Appeal Status" on the portal.
 +
 +If the appeal is pending, the grievance is not treated as fully closed. A disposed grievance counts as closed only after the appeal is decided.
 +
 +===== Which complaints get best results on CPGRAMS =====
 +
 +CPGRAMS works best for:
 +
 +  * Pension delays or wrongful deduction (central government pensioners)
 +  * Passport delays or rejection at passport seva kendras
 +  * Railway refunds, ticketing, and service complaints
 +  * Post office service and speed-post delivery failures
 +  * Bank and insurance grievances routed through their respective regulators' nodal departments
 +  * EPFO withdrawal delays and EPF account corrections (see [[complaints:epfo-grievance|EPFO grievance filing]])
 +  * Income-tax refund delays or incorrect demand notices (see [[complaints:income-tax-grievance|income-tax grievance portal]])
 +
 +For bank-specific disputes that CPGRAMS has not resolved, the RBI Banking Ombudsman at bankingombudsman.rbi.org.in is the dedicated escalation path (see [[complaints:banking-ombudsman|RBI Banking Ombudsman complaint]]). For passport-office disputes, see [[complaints:passport-complaint|passport complaint process]]. For online fraud, report to the National Cyber Crime portal at cybercrime.gov.in or dial 1930 (see [[cyber:report-cyber-fraud-1930|how to report cyber fraud on 1930]]).
 +
 +===== Escalation if CPGRAMS does not help =====
 +
 +If the 21-day window passes with no substantive reply, or if the appeal is also unsatisfactory, two routes exist:
 +
 +**Directorate of Public Grievances (DPG), Cabinet Secretariat:** For grievances against Ministries and Departments under DPG's purview that have not been redressed after a reasonable time on CPGRAMS, you may approach the DPG directly via its link on the pgportal.gov.in home page.
 +
 +**RTI application:** If you suspect the department is withholding information, file an RTI application to the Public Information Officer (PIO) of the concerned Ministry or Department under Section 6(1) of the RTI Act 2005.
 +
 +**File an RTI to**: //the Grievance Officer or Public Information Officer of the concerned Ministry or Department//
 +
 +  * What is the status of my complaint (registration number: ____________) filed on CPGRAMS?
 +  * What action was taken on the complaint and by which officer?
 +  * Was an interim reply issued within the prescribed 21-day deadline? If not, why not?
 +  * Was my appeal forwarded to the Nodal Appellate Authority and on what date?
 +  * What is the name and designation of the Nodal Appellate Authority for this Ministry?
 +
 +→ **[[https://righttoinformation.wiki/tools/ai-rti-draft-app.html|Use our free AI RTI Drafter]]** to generate a complete Section 6(1) application.
 +
 +==== Is CPGRAMS the same as writing to the Prime Minister's Office? ====
 +
 +No. CPGRAMS is a distinct portal run by DARPG. Grievances sent to the PMO through mygov.in or by post may be forwarded to CPGRAMS for action, but that routing adds time. Filing directly at pgportal.gov.in reaches the concerned ministry faster.
 +
 +==== Can I file in Hindi or other regional languages? ====
 +
 +Yes. CPGRAMS supports all 22 languages listed in the Eighth Schedule of the Constitution. The portal has a multilingual auto-translation facility, and the GRO must reply in the language the grievance was filed in, as per the August 2024 guidelines.
 +
 +==== What if my complaint was marked as spam or frivolous and closed? ====
 +
 +If the GRO marks your complaint as frivolous, it is closed without an ATR and the feedback option is disabled. You will not receive the normal closure notification. You can file a fresh, well-documented complaint. If the closure was incorrect, you may approach the Nodal PG Officer of that Ministry directly or file an RTI to ask on what grounds the complaint was categorised as spam.
 +
 +==== What happens if the department transfers my complaint to another ministry and nothing gets done? ====
 +
 +Under the August 2024 guidelines, departments cannot close a complaint by saying it does not pertain to them. If they cannot identify the right GRO, they must forward it to their Nodal PG Officer within 48 hours for correct routing. If you receive a "wrong department" closure, file an appeal immediately.
 +
 +==== Can I file more than one grievance on the same subject? ====
 +
 +CPGRAMS's AI deduplication system flags bulk and repetitive grievances. File one well-documented complaint. Mention all facts and attach evidence in the first filing. You can send a reminder on the portal using the "Reminder" option under your registration number rather than filing a duplicate complaint.
 +
 +==== Is there a helpline number for CPGRAMS? ====
 +
 +No central helpline number is published for CPGRAMS on pgportal.gov.in. DARPG operates a feedback call centre that contacts citizens after closure to verify satisfaction. Verify current contact details at [[https://pgportal.gov.in|pgportal.gov.in]] under the "Contact Us" section.
 +
 +===== Sources =====
 +
 +  * CPGRAMS Portal: [[https://pgportal.gov.in|pgportal.gov.in]] (accessed 19 June 2026)
 +  * DARPG Comprehensive Guidelines for Handling Public Grievances, Office Memorandum F.No. S-15/21/2021-(PG)-DARPG, dated 23 August 2024: [[https://pgportal.gov.in/Home/Preview/Q29tcHJlaGVuc2l2ZUd1aWRlbGluZXNGb3JIYW5kbGluZ1RoZVB1YmxpY0dyaWV2YW5jZXMucGRm|PDF via pgportal.gov.in]]
 +  * DARPG Strengthening of Machinery for Redressal of Public Grievance (CPGRAMS), Office Memorandum dated 27 July 2022: [[https://pgportal.gov.in/Home/Preview/U3RyZW5ndGhlbmluZ29mTWFjaGluZXJ5Zm9yUmVkcmVzc2Fsb2ZQdWJsaWNHcmlldmFuY2VDUEdSQU1TLnBkZg%3d%3d|PDF via pgportal.gov.in]]
 +  * DARPG Public Grievances: [[https://darpg.gov.in/public-grievances|darpg.gov.in/public-grievances]]
 +
 +//By Dr. Shrawan Kumar Pathak//
 +
 +{{tag>cpgrams file government grievance}}
  
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