What is the Grievance Redressal Portal?

A Grievance Redressal Portal means a digital platform for individuals. This has a transparent and 24/7 accessible system. So, you can use it to file your complaints anytime. This online platform helps connect people with the government. This simplifies to track complaint. People can get a quick response about public services. In this blog, you will get guidance on the Grievance Redressal Portal.

What is a Grievance Redressal Portal?

A Grievance Redressal Portal refers to a 24/7 online platform for individuals. It allows them to file, track and resolve complaints about service-related issues. You can file it against government ministries, departments, and organisations. This helps to give transparency and accountability. The name of this platform is Centralised Public Grievance Redress and Monitoring System. In short, it is called CPGRAMS.

Key Features of a Grievance Redressal Portal

Here are the key features. Some are mentioned below:

a) Accessibility

Users can access grievance redressal portals anytime and from anywhere. This only needs an internet connection. Citizens have the right to file complaints as per their convenience. They do not need to go to government offices in person.

b) Efficiency

The online portal simplifies to handle complaints. This is done by eliminating the paperwork and manual labour. It can lead to quick responses and solutions.

c) Transparency

This portal gives a transparent and documented way to solve complaints. It allows citizens can check the progress of their complaints.

d) Accountability

This redressal portal creates a record of complaints. This simplifies to hold government officials and agencies responsible for their actions. It also includes a lack of action about citizen concerns.

e) Citizen Empowerment

Citizens get a platform to express their issues. It allows them to participate actively in the governance process. This brings empowerment to them.  

f) Feedback Mechanism

Many grievance redressal portals allow citizens to give feedback. They can give it during the resolution process. This helps government agencies improve their performance and responsiveness.

Types of Grievances to File in Grievance Redressal Portal

Listed below are the types of grievances to be filed in this Portal:

a) Public Service Delivery Deficiencies

Complaints about the delay, non-delivery, poor quality of services from government departments, and so on. These include municipal services, transport, and utilities.

b) Corruption and Maladministration

Grievances about bribery, favoritism, bureaucratic inefficiency, or lack of integrity among government officials.

c) Scheme or Programme Implementation

Complaints about the improper implementation of government welfare schemes. It also includes failing to give promised benefits or an unfair selection process.

d) Pension and Retirement Benefits

The issues can include delays or improper payment of pension or gratuity. It also includes other retirement benefits for former employees.

e) Staff Misbehavior

Complaints about the unprofessional behavior or harassment by government staff.

f) Consumer Protection Issues

Complaints about defective products and misleading advertisements. This also includes excessive pricing above MRP or unfair trade practices.

g) Financial or Banking Issues

The issues are about banking, insurance, or financial services. This contains non-receipt of cards or pending withdrawal requests.

Types of Complaints are not accepted in Grievance Redressal Portal

The following types of complaints are not accepted in this portal:

a) Sub-judice Cases:

Any type of case which is pending before any court of law. This also includes the issues regarding judgments that any court has already delivered.

b) RTI Matters

Any queries or complaints about the Right to Information Act, 2005. You must handle this act with the specific RTI portal.

c) Personal and Family Disputes

The issues about personal disputes, family feuds, or property disputes.

d) Service Matters of Government Employees

Any complaint about service matters of government employees. This includes recruitment, promotion, transfer, and disciplinary actions. These complaints are not accepted. The employee must have already exhausted all prescribed departmental avenues.

e) Religious Matters

Complaints about the religious affairs.

f) National Security and Foreign Relations

Issues that affects the territorial integrity of the nation. It also affects friendly relations with foreign countries.

g) Suggestions

Any matter that is in the nature of suggestions, instead of actionable grievances.

However, this is stated as per the guidelines issued by the DARPG. The full name of DARPG is the Department of Administrative Reforms and Public Grievances (DARPG). CPGRAMS (Centralized Public Grievance Redress and Monitoring System) also issued guidelines.

How to File a Complaint in the Grievance Redressal Portal?

Below are the steps to file a complaint in the Grievance Redressal Portal:

Step 1: Visit the Official Website

The applicant has to visit the official website.

As an applicant, you must go to the official portal to file a complaint.

Step 2: Sign In or Sign Up

You must log in to the portal. New users should select the “Sign-in” button to proceed. This option allows you to sign up for the portal. Next, select the “Click here to sign up” option to proceed with registration.

Step 3: Enter Details and OTP

Once you put in all the details, select the "Submit" option. Then, you will get an OTP in your mail or message. The OTP means One-time Password. Next, enter this OTP.

Step 4: Activate Account through Email

This step allows you to activate an account. You must select the link that you got in the mail to activate it.

Step 5: Log In to the Portal

The applicant must log in through the same portal by entering the required details. The system asks for these details while signing in.

Step 6: Submit Grievance Form

You as a user can use the complaint form to file the complaint. In this form, you need to select the department that the complaint is about.

Step 7: Forwarding to Concerned Department

Once you submit the complaint, the system will send the issue to the concerned department to fix it.

Step 8: Get Registration Number and Track Status

You will get a registration number after submitting the Grievance form. This number helps you to track the status of your query.  

Conclusion

A Grievance Redressal Portal is an effective digital platform. This allows citizens or customers to file their complaints. It also helps them to track resolutions in real-time. This confirms that their issues are identified by the right authorities. This portal is important for building trust and transparency. Thus, it helps users and promote responsibility.

FAQ

Q1. What is Grievance Redressal Portal?

The Grievance Redressal Portal is meant by a 24x7 online and digital platform. This portal is primarily called the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). The Department of Administrative Reforms and Public Grievances (DARPG) has created this portal for citizens or employees. They can mainly file service-related complaints against government authorities.

Q2. What types of complaints are accepted in Grievance Redressal Portal?

The portal accepts grievances related to public service delivery, such as pension issues, delayed documents, municipal problems, or public utility issues.

The complaints which are related to services are accepted in this portal. The issues can include:

1. Pension issues
2. Delayed documents
3. Municipal problems
4. Public utility issues, etc

Q3. Which types of complaints are not accepted in the Grievance Redressal Portal?

Here are the types of complaints that are not accepted in this portal:

1. Sub-judice cases
2. RTI Matters
3. Service matters
4. Personal and Family disputes
5. Religious matters: Issues relating to religious disputes.
6. Threats to national integrity, etc.

This is stated as per the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).

Q4. Can I track the status of my complaint in this portal in real-time?

Yes, you can track the status of your complaint in real time in this portal.

Q5. Do I have to pay a fee for filing a grievance?

No, you do not have to pay a fee for filing a grievance. It is completely free of cost.

Disclaimer

This article is for informational purposes only and does not constitute legal advice. Online Legal India is a digital platform. If you require legal assistance, we strongly recommend consulting a qualified lawyer or law firm.