Introduction Imagine a situation where you are going to a government organization for a specific work. But employees are not helping to pass your file without bribe. Now you are helpless and don’t know to whom you should complaint. In this article, information about online complaint filing process against government organizations is provided. The Department of Administrative Reforms and Public Grievances operates an online platform i.e Centralised Public Grievance Redress and Monitoring System (CPGRAMS) to enable the citizens to file complaints in a hassle free manner. Department of Administrative Reforms and Public Grievances The Department of Administrative Reforms and Public Grievances is the nodal agency to formulate policy guidelines for citizen-centric governance in the country. Redress of citizens' grievances, being one of the most important initiatives of the department, DAR&PG formulates public grievance redress mechanisms for effective and timely redressal / settlement of citizens' grievances. About CPGRAMS Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States. Every Ministry and States have role-based access to this system. Artificial Intelligence and Machine Learning techniques apart from other New Generation technologies are also used to analyse public grievances. They enable in conducting exploratory and predictive analysis of public grievances received on the web-based Centralised Public Grievances Redress and Monitoring System. Presently, in addition to flagging urgent grievances using Artificial Intelligence, the Intelligent Grievance Management System (IGMS) in CPGRAMS also performs the following functions: Automatically detects spam, bulk and repetitive grievances in real-time. Automatically identifies the semantic gist of grievances by analyzing their text contents and pdf attachments Automatically detects important clusters of topics,reflecting issues that multiple citizens are complaining about with respect to a department or a scheme Enables spatiotemporal filtering of themes and topics being reflected in grievances, to facilitate identification of both policy-level and implementation-level root causes of grievance production Process to file complaints The grievances can be lodged online. In cases where internet facility is not available or even otherwise, the citizen is free to send her/his grievance by Post. There is no prescribed format. Any Grievance sent by email will not be attended to / entertained. Visit pgportal.gov.in Register, if not done before. If already registered, Sign in. On succesful sign-in the grievance can be registered. In grievance registration form, user needs to select whether the organisation is “Central or State government” . Then select the department from drop down box. If you are not sure about the department or if the name of the department is not available in drop down options, you can select “NOT KNOWN/NOT LISTED”. If you select “NOT KNOWN/NOT LISTED” then The Department of Administrative Reforms and Public Grievances will forward the complaint to the respective department after reviewing the complaint. In the area provided for writing the complaint, the user needs to enter his/her complaint. Users can also upload the supporting document and any other details by clicking on YES option in “Do you want to upload PDF Attachment”. Finally, user needs to enter the CAPTCHA code and click on submit. Track your grievanace After successful submission of the grievance, user will get a registration number by which user can trace the status of the complaint. User can get status of complaint by clicking on “VIEW STATUS OF YOUR GRIEVANCE” .User can also send reminder or clarification by clicking on “REMINDER/CLARIFICATION ON PAST GRIEVANCE”. An Appeal provision has been made for redressal of dis-satisfied grievances in respect of Central Ministry/Department identified through a mandatory feedback ratting to be given by the Citizen on disposal of the grievance by the Nodal Grievance Officers. The appeal needs to be filed by the applicant within 30 days. Redress Process Flow The time limit for redress of grievance is 21 days. In case of delay an interim reply with reasons for delay is required to be given. In case of non-redress of a grievance within the prescribed time, the citizen may take up the matter with the Director of Public Grievances of the Ministry/Department concerned whose details are available on the pgportal.gov.in. Source : DoPT- Department of Personnel & Training Related resources List of Nodal Public Grievance Officers Policy Guidelines on Grievance Redress Mechanism