Overview of CPGRAMS Grievance

1. What is CPGRAMS?

CPGRAMS (Centralized Public Grievance Redress and Monitoring System) is a nationwide online grievance redressal portal developed by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India.
It allows citizens, Ex-Servicemen (ESM), pensioners, and government employees to register, track, and resolve complaints related to any Central or State Government department, including the Ministry of Defence, KSB, SPARSH, and PCDA (Pensions).

The system ensures transparency, accountability, and timely resolution of issues through an integrated online monitoring mechanism. Once a grievance is submitted, it is automatically routed to the concerned authority and can be tracked online through the official portal – https://pgportal.gov.in.

The CPGRAMS platform serves as a direct communication bridge between the public and the Government, ensuring that all grievances are addressed quickly, fairly, and transparently.

2. Who Can Use CPGRAMS?

• Ex-Servicemen (ESM) – facing issues with pension, SPARSH, OROP, or KSB grants.

• Widows / Family Pensioners – for delay or non-receipt of family pension.

• Government Employees / Defence Civilians – for service or administrative grievances.

• Citizens – for any Central/State government-related complaint or service delay.

3. Common Issues Addressed by CPGRAMS

• SPARSH Pension / OROP / Arrear issues.

• Delay or non-receipt of KSB grants (Death, Marriage, Disability, etc.).

• ECHS Medical / Polyclinic service problems.

• PCDA (Pension) or PPO correction issues.

• Bank / IFSC / Account update problems.

• Administrative or record-related disputes.

4. Documents Required for CPGRAMS Grievance Submission

✅ Basic Documents (Mandatory):

• Aadhaar Card (Applicant / Pensioner / Widow).

• PPO Number (for SPARSH or Defence Pension-related grievances).

• Bank Passbook Copy / Cancelled Cheque (for payment or arrear issues).

• Service / Discharge Book Copy (for verification).

• Mobile Number and Email ID (for OTP verification and updates).

✅ Additional Documents (If Applicable):

• Death Certificate (for family pension claims).

• Marriage / Dependency Certificate (for dependents or widows).

• Old Grievance Reference Number (if resubmitting or appealing).

• Supporting Proofs / Correspondence / Letters / Screenshots related to the issue.

???? Tip: All documents should be clear, self-attested, and uploaded in PDF/JPEG format (max size 1–2 MB per file).

5. Process for Clients (Step-by-Step)

➡ Step 1: Visit the official website 
➡ Step 2: Click on “Lodge Public Grievance”.
➡ Step 3: Register yourself using Name, Mobile Number, and Email ID (OTP verification required).
➡ Step 4: Select the concerned Ministry/Department (e.g., Ministry of Defence / KSB / PCDA(P) / SPARSH).
➡ Step 5: Fill in all the required details (Service No, PPO No, Grievance Details).
➡ Step 6: Upload supporting documents.
➡ Step 7: Submit the form and note down the Registration Number.
➡ Step 8: You will receive SMS/Email acknowledgment confirming successful registration.

6. How to Track CPGRAMS Grievance Status

➡ Visit the CPGRAMS website → “Track Grievance Status” section.
➡ Enter your Registration Number and Email/Mobile Number.
➡ View real-time status updates – Under Process / Forwarded / Resolved / Closed.
➡ Download or print the Department Reply / Closure Report for records.

7. Client Do’s ✅

✔ Submit grievances only through the official CPGRAMS portal.
✔ Upload valid and legible documents.
✔ Keep Registration ID safe for tracking.
✔ Use polite and factual language in the complaint.
✔ Follow up after 15–20 days if no response is received.
✔ File an Appeal if not satisfied with the resolution.

8. Client Don’ts ❌

❌ Duplicate or multiple submissions for the same issue.
❌ Unclear or unverified documents.
❌ Political or personal remarks in the grievance.
❌ Sharing OTP, Registration ID, or credentials with anyone.
❌ Filing grievance without proper supporting documents.

9. Benefits of CPGRAMS Grievance System

• Single National Portal for all government grievances.

• Online submission and tracking from anywhere, anytime.

• Acknowledgment and SMS/Email updates for every step.

• Transparent and time-bound grievance resolution.

• Escalation and appeal mechanism for unresolved cases.

• Covers all Central Ministries, Defence Departments, and KSB.

⚡ CPGRAMS – Status, Meaning & Resolution

10. Common Issues & Quick Fixes

• SPARSH Pension not credited → Attach PPO, Bank Statement, and Aadhaar.

• KSB Grant Delay → Attach sanction letter and application proof.

• ECHS Card / Facility issue → Attach ECHS Card copy and Polyclinic details.

• Family Pension Delay → Upload Death Certificate and Dependency Proof.

• Data Mismatch / PPO Correction → Upload Discharge Book and Corrected Proof.

⏳ Expected Timelines

✅ Best Practices

✔ Keep all pension and service-related documents ready before submission.
✔ Use one issue per grievance for faster response.
✔ Regularly check email/spam folders for CPGRAMS notifications.
✔ File an appeal only after checking the department’s response.
✔ Keep a copy of every document and submission for reference.

IVR / Enquiry Form

Select Service: Pension / KSB Grant / ECHS / PCDA / SPARSH / Other
Mobile Number:
Applicant Name:
PPO / Service Number:
Email ID:
Department Concerned:
Date of Submission:
Attachments: (PPO / Aadhaar / Bank Proof / Death Certificate / Correspondence)
Remarks / Query: