What happened: CPGRAMS expands citizen grievance redressal using digital routing, timelines and AI voice support
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is a Government digital grievance redressal platform that runs as a single portal for citizens and connects multiple public authorities across India. CPGRAMS supports 24x7 online grievance registration, grievance tracking using a unique registration ID, automated routing to the appropriate authority, and structured resolution and escalation processes. Recent updates include the AI-enabled voice chatbot “Samadhan Didi”, launched on 30 May 2026, and an ongoing NextGen CPGRAMS modernisation effort under the Department of Administrative Reforms and Public Grievances (DARPG).
How CPGRAMS works (end-to-end flow)
CPGRAMS is described as a digital ecosystem combining technology and accountability so that citizens can raise concerns and track outcomes.
Key steps in CPGRAMS include:
1) Registration and complaint submission
Related current affairs
- Initiatives to strengthen CPGRAMS public grievance redressal system (10-step reforms, timelines, review module)
- Launch of AI-enabled CPGRAMS chatbot 'Samadhan Didi' for multilingual grievance registration and routing
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