Centre has issued Comprehensive Guidelines for Handling Public Grievances to make grievance redressal time-bound, accessible and meaningful. The Ministry of Personnel, Public Grievances and Pensions said the guidelines for effective redressal of public grievances seek to empower citizens, streamline the process, and bring greater clarity and focus to the redressal of public grievances.

The citizens can register their grievances on www.pgportal.gov, which will operate as a single window experience. Central Ministries and Departments have to appoint Nodal Officers for Public Grievances, who will address grievances promptly, fairly and efficiently. They have been asked to set up Dedicated Grievance Cells with sufficient resources knowing schemes and activities. The feedback on disposed grievances shall be sent to the citizen by SMS and email.

The Centralised Public Grievance Redress and Monitoring System, CPGRAMS portal has redressed nearly 60 lakh Public Grievances from 2022 to 2024. The Grievance Redressal timelines under the 2022 policy guidelines were 30 days, which have been brought down to 21 days.