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In an effort to streamline the grievance redressal system and curb the surge of repetitive complaints from habitual complainants, the Indian government has announced significant changes to the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). The CPGRAMS platform, widely used for lodging public grievances, will now limit the number of complaints an individual can file each month.
CPGRAMS is an indispensable tool for citizens to voice their grievances regarding service delivery issues related to any government service or department. It is accessible online and through a mobile app, allowing citizens to track the status of their complaints with a unique registration ID. The system also provides an appeal facility if the grievance resolution does not satisfy the complainant, ensuring an opportunity for further dialogue and resolution.
The rationale behind introducing these limitations stems from the observation of a few individuals filing large numbers of complaints, which can overwhelm the system and complicate the identification of genuine grievances. For instance, as reported in the past, some individuals have filed thousands of grievances on the platform, leading to a significant burden on grievance redressal officers. To tackle this issue, the government has capped the number of grievances individuals can file per month to prevent the system from being overburdened by repetitive or habitual complaints.
Monthly Limit: The government has set a limit on the number of complaints an individual can file each month, specifically ten grievances. This cap is designed to curb the habitual filing of grievances without stifling genuine cases[2].
AI/ML Integration: CPGRAMS has been enhanced with AI/ML technologies to identify and filter out spam, repetitive, and habitual grievances. These advanced analytics tools are restricted to authorized logins within ministries and departments[1].
Performance Monitoring: The effectiveness of grievance redressal is closely monitored through the Grievance Redressal Assessment Index, which evaluates and ranks the performance of ministries and departments monthly[1].
Streamlined Grievance Handling: By limiting habitual complainants, genuine grievances can be addressed more efficiently, reducing the overall processing time for complaints.
Reduced Overload: This will significantly reduce the workload on grievance redressal officers, allowing them to focus on resolving critical cases.
Enhanced Feedback Mechanism: The system includes a robust feedback mechanism, which has collected over 20 lakh feedback surveys since its inception in 2022. This feedback helps in evaluating the effectiveness of the grievance redressal process[1].
Use of Technology: The integration of AI/ML technologies not only helps in filtering out repetitive complaints but also provides insightful analytics for policy-making and system improvement[1].
The move to limit grievances is part of a broader strategy to enhance governance through effective grievance redressal. By ensuring that the system is not bogged down by repetitive complaints, the government aims to improve responsiveness and output. This initiative aligns with broader reforms aimed at making public services more efficient and citizen-centric.
The introduction of a grievance filing limit on CPGRAMS reflects the government's commitment to ensuring that the grievance redressal system remains robust and responsive to genuine citizen needs. As India continues to evolve its digital governance infrastructure, such measures will play a crucial role in maintaining the integrity and efficiency of public service delivery platforms. By effectively managing grievances and leveraging technology, the government is poised to create a more organized and responsive public grievance system.
