The centralized Public Grievance Redress And Monitoring System (CPGRAMS) is one platform where one can lodge grievances for quick redress. CPGRAMS is an online web-enabled system over NICNET developed by NIC, in association with the Directorate of Public Grievances (DPG) and the Department of Administrative Reforms and Public Grievances (DARPG). CPGRAMS is a platform based on web technology that primarily aims to enable the submission of grievances by aggrieved citizens from anywhere and anytime (24x7) basis to Ministries/Departments/Organisations etc. who scrutinize and take action for speedy and favorable redress of these grievances. Tracking grievances is also facilitated on this portal through the system-generated unique registration number.
On the basis of grievances received through the CPGRAMS/CPENGRAMS portal, the Ministry of Ports, Shipping and Waterways identifies the problem areas in organizations/subordinate offices/PSUs including Main Secretariat which are administrative matters and general public complaint prone. These problem areas are then subjected to studies and remedial measures are suggested to the concerned organizations and departments etc. and also analyze public grievances received to help identification of the problem areas in which modification of policies/procedures could be undertaken with a view to making the delivery of services easier and more expeditious.
