How to file a public grievance (CPGRAMS)

CPGRAMS (Centralised Public Grievance Redress and Monitoring System) is the government's official complaint portal. It is connected to all Central Government ministries and departments and to the states. Use it when a government office has not given you a service it should have.

Before you start

• It is free. The portal says the government does not charge any fee for filing a grievance. (A Common Service Centre may charge for helping you.)
• Complaints sent by email are not accepted. Use the portal, the mobile app or post.
• You need to register first. Only registered users can lodge a grievance.

Documents you will need

No fixed list. Keep ready:

• Your mobile number and email address (for registering and logging in).
• Your full address with PIN code.
• Any reference numbers for your problem, such as an application, receipt or account number, and the dates when things happened.

What CPGRAMS does not handle

• RTI matters (use RTI Online for those)
• Court cases and matters already before a court
• Religious matters
• Personal and family disputes
• Government employees' service matters, unless they have already used their department's own channels

Steps

1. Open pgportal.gov.in and click REGISTER / LOGIN.

   

2. New user? Click Click here to sign up. (Already registered? Log in with your mobile number, email or username, or with Login with OTP.)

   

3. Fill in the Registration/Sign up Form: name, gender, address, country, state, district, PIN code, mobile number and email address, and the security code. Click Submit.

4. Log in and choose Lodge Public Grievance.

5. Fill in the grievance form: say which ministry, department or state government it is about, and describe your problem clearly (what happened, when, and any application or reference numbers). Submit it.

6. You get a unique registration number. Save it.

You can also file using the CPGRAMS mobile app (on Google Play and the App Store, and inside UMANG). Without internet, you can send your complaint by post on plain paper, a postcard or an inland letter; there is no set format. A Common Service Centre can also file it for you.

After you file

• Track it: click View Status on the portal and enter your registration number.
• Time limit: the portal's FAQ says a grievance should be resolved within 21 days. If there is a delay, the office must send you an interim reply giving the reason.
• Central Government complaints go to the ministry or department concerned. State complaints are sent to that state's government.
• No reply in time? Take it up with the Director of Public Grievances of that ministry or department. Their details are on the portal under Nodal PG Officers.

Not happy with the answer? Appeal

1. After your grievance is closed, give your feedback (rating).
2. If you rate it Poor, the option to file an appeal appears.
3. File the appeal within 30 days. You can track it under Appeal Status with the same registration number.

A closed grievance cannot be re-opened. If you need more details, file a new grievance that mentions the old registration number.

Good to know

• Every Wednesday, the Director of Public Grievances in each ministry hears grievances in person.
• Contact: Department of Administrative Reforms and Public Grievances, 5th floor, Sardar Patel Bhavan, Sansad Marg, New Delhi 110001.