WikiDwarf at 17:07, 16 July 2022

2022-07-16T17:07:59Z

New page

{{update|date=January 2020}}
{{Use dmy dates|date=July 2019}}
{{Infobox Government agency
| name = Centralized Public Grievance Redress and Monitoring System
| seal = Emblem of India.svg
| seal_width = 80 px
| seal_caption = [[Emblem of India]]
| parent_department = Department of Administrative Reforms and Public grievances
| headquarters = [[New Delhi]]
| minister1_name =
| minister1_pfo = [[Prime Minister of India]] 
| minister2_name = [[Jitendra Singh (BJP politician)|Dr Jitendra Singh]]
| minister2_pfo = [[Ministry of Personnel, Public Grievances and Pensions]]
| chief1_name = Ms [[Prisca Mathew]]
| chief1_position = Executive Deputy Secretary
| type = Grievance Redressal Mechanism
| website = {{url|http://pgportal.gov.in}}
| logo =
| formed =
| jurisdiction =
| employees =
| budget =
| chief2_name =
| chief2_position =
| chief3_name =
| chief3_position =
| chief4_name =
| chief4_position =
| chief5_name =
| chief5_position =
| chief6_name =
| chief6_position =
| chief7_name =
| chief7_position =
| chief8_name =
| chief8_position =
| chief9_name =
| chief9_position =
}}

'''Public Grievances Redressal''' is one of the flagship initiatives for the reformation in governance started by the Indian central government through addressing the grievances of general public. It was created in June 2007 by the Department of Administrative Reforms & Public Grievances. Under the public grievance mechanism any citizen of India can raise their problems, grievance or pleas to the central govt and state government Ministries and Departments. Grievances can be submitted to all important portfolio ministers and departments. The system has been designed in-house by the [[National Informatics Centre]] team. It has a telephonic feedback feature also.<ref>{{cite news|title=PM Modi launches new public grievances redressal portal 'PRAGATI'|url=http://zeenews.india.com/news/india/pm-modi-launches-new-public-grievances-redressal-portal-pragati%E2%80%99_1567639.html|work=[[Zee News]]|date=25 Mar 2015}}</ref><ref>{{cite news|last1=Jani|first1=Lisa|title=India launches Telephonic Feedback System for Grievance Redressal|url=http://www.oneindia.com/feature/india-launches-telephonic-feedback-system-grievance-redressal-2050519.html|work=[[Oneindia]]|date=24 Mar 2016}}</ref><ref>{{cite web|title=Compilation of Guidelines for Redress of Public Grievances|url=http://darpg.gov.in/sites/default/files/PGR_Guideline.pdf|publisher=[[Ministry of Personnel, Public Grievances and Pensions]]|accessdate=29 December 2016}}</ref>

Prime Minister is the supreme head of the public grievances. Jitendra Singh is currently the Minister for Independent Charge for grievances public personnel and pension Department and Sumita Dasgupta is its deputy secretary.<ref>{{cite web|title=PG portal official Dept heads|url=http://pgportal.gov.in/pgo.aspx|accessdate=16 September 2016}}</ref><ref>{{cite web|title=PMO council of Ministers|url=http://www.pmindia.gov.in/en/news_updates/portfolios-of-the-union-council-of-ministers-2/|accessdate=16 September 2016}}</ref>

==Low effectiveness==
Despite the Prime Ministers efforts, the grievance redressal mechanism is said to be yet not effective since most grievances are either rejected, disposed or closed. The bureaucrats are said to dispose pleas and grievances without resolving or addressing the issue. Though government is taking effective measures to help people some of the bureaucrats in the system do not help in sound performance of these schemes.{{citation needed|date=January 2020}}

An example of this could be seen on the case of slain right to information ([[Right to Information Act, 2005|Right to Information Act]]) activist [[Satish Shetty]] who was murdered in [[Talegaon Dabhade]] in Pune on 13 January 2010. Sandeep Shetty, brother of Satish Shetty, said that in July 2015, about a month-and-a-half previously, he had sent all details of the case to “pgportal.gov.in”, the official web portal for public grievances redressal. He said he got a reply saying “Your grievance has been registered vide registration number PMOPG/E/2015/0119691. Please quote the same in your future correspondence.”
“But there is no progress further”.<ref>{{cite web|url=http://indianexpress.com/article/pune/filed-complaint-with-pms-portal-but-all-in-vain-says-slain-rti-activists-brother/|title=Filed complaint with PM's portal, but all in vain, says slain RTI activist's brother|author=Chandan Haygunde|date=18 October 2015|work=The Indian Express|accessdate=16 September 2016}}</ref>
The central government bureaucrats tend to send to the state grievance readdressing mechanisms who are more "less" effective and closes the case with no satisfactory response e.g. Jansunwai U.P.

==Least effectiveness==
Despite several complaints in CPGRAM against central administration, the resolution of complaints take much longer. The concerned department officer is prompt in opening the complaints but the closure is pretty adhoc and does not tend to resolve the underlying issue.

==Constructive feedback==
Some feedback for the issues in CPGRAM are as follows:
1. There should be predetermined time for a resolution of case or a request for extension.
2. Compliants should pass through a dedicated workflow if unattended for few days.
3. There needs to be an escalation mechanism and regular reporting of the department to the Prime Minister.
4. Accountability of the department should be clearly established.

==References==
{{Reflist|30em}}

[[Category:2007 establishments in Delhi]]
[[Category:Ministry of Personnel, Public Grievances and Pensions]]
[[Category:Customer experience]]
[[Category:Governance]]

{{India-gov-stub}}

Centralized Public Grievance Redress and Monitoring System - Revision history

WikiDwarf at 17:07, 16 July 2022