Can India Improve Public Grievance Redressal System?

Dr. Jitendra Singh addressing the National Workshop on Centralised Public Grievance Redress and Monitoring System (CPGRAMS) Reforms, organised by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions, in New Delhi on November 05, 2019. Photo: PIB
Dr. Jitendra Singh addressing the National Workshop on Centralised Public Grievance Redress and Monitoring System (CPGRAMS) Reforms, organised by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions, in New Delhi on November 05, 2019. Photo: PIB

Since the grievances of citizens are not addressed properly, they are left with no other option but to go to courts. But most of them do not get justice in courts which are buried under millions of cases that are pending. As administration has collapsed and courts give haphazard judgments, the lawlessness is increasing rapidly in India.


An Indian minister Jitendra Singh said that the government under the leadership of Prime Minister Narendra Modi has institutionalized the grievance redressal mechanism in the manner which did not happen earlier.

He was addressing the National Workshop on Centralised Public Grievance Redress and Monitoring System (CPGRAMS) Reforms, organized by Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions, in Delhi on November 5.

[ Also Read: Failure of Online Public Complaint Filing Systems in India ]

During the event, Jitendra Singh launched the CPGRAMS reforms for Departments of Financial Services and Telecommunications (DoT). He also launched the ‘Online Hackathon on Data-Driven Innovation for Citizen Grievance Redressal’. The minister also inaugurated an exhibition on CPGRAMS.

Speaking on the occasion, Jitendra Singh said that the government under the leadership of PM Modi has adopted the mantra of ‘Maximum Governance, Minimum Government’ since the very beginning.

He added that this approach is closely associated with citizen participation, which leads to citizen satisfaction.

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Rakesh Raman