Government has already received 12 lakh complaints on CPGRAMS this year
Taking a major decision, the Narendra Modi government has reduced the maximum time limit for resolving public grievances to 45 days from the present 60 days. A recommendation was given by a parliamentary committee regarding this. The government has received more than 22 lakh complaints from the public on a single portal last year and 12 million such complaints have already been received this year on the Centralized Public Grievances Redressal and Monitoring System (CPGRAMS).
According to the new order issued by the government, “CPGRAMS complaints will be resolved immediately and within a maximum of 45 days as soon as they are received.” Complaints under COVID-19 category are treated as high priority and resolved within 3 days.
After the order, the CPGRAMS system becomes more responsive with higher rate of response and progressive reduction in average settlement time, the order said. “The analysis of grievance redressal in CPGRAMS reveals that about 87% of the Ministries or Departments have disposed of complaints in less than 45 days,” the order said.
A parliamentary standing committee in March also recommended that the maximum time limit for grievance redressal be reduced from 60 to 45 days.
Of all the complaints received last year, only seven departments accounted for nearly 70 per cent of complaints, with about five lakh complaints against the Department of Financial Services and around three lakh against the Department of Telecom. Department of Posts, Labor and Employment and Central Bureau of Direct Taxes and Railways are the other ministries or departments which are receiving more complaints.
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