January 22, 2026

CPGRAMS Guide How to File a Grievance with the PMO & Track Resolution

CPGRAMS Guide: How to File a Grievance with the PMO & Track Resolution description: "The ultimate 24x7 guide to CPGRAMS (pgportal.gov.in). Learn how to file a formal complaint against any central ministry (Passport, Income Tax, Post), understand the 30-day resolution deadline, and use the 'Appeal' mechanism if you are unsatisfied." date: 2026-01-13 author: Resources Desk | Sansad Online tags: [CPGRAMS, PG Portal, PMO Grievance, File Complaint Government, DARPG, Public Grievance, CVC Whistleblower]

🗣️ 24x7 Resource: CPGRAMS (Public Grievance Portal)

The Action Hub

The direct hotline to the Government of India.

  • Official Portal: pgportal.gov.in
  • Mobile App: MyGrievance (UMANG).
  • Managed By: Dept of Administrative Reforms & Public Grievances (DARPG).
  • Key Feature: PMO Monitoring (PRAGATI Reviews).
  • Motto: "Governance with Accountability."
🏛️ THE REALITY CHECK: Tweeting at a Minister gets you "Likes." Filing a CPGRAMS complaint gets you a "Registration Number." A tweet can be ignored; a CPGRAMS number legally must be closed with a "Final Action Taken Report" within 30 days (reduced from 45).

Introduction: Beyond Social Media Outrage

(Why "Official" Complaints Matter)

We live in an age where people tag the Railway Minister on X (formerly Twitter) when the train toilet is dirty. While that sometimes works for instant relief, it doesn't create a permanent record.

For structural issues—like your Passport being stuck for 6 months, your Income Tax Refund not arriving, or your PF (Provident Fund) claim being rejected without reason—you need CPGRAMS.

CPGRAMS is the backbone of citizen redressal in India. It connects you to over 90 Central Ministries and thousands of subordinate offices.

  • When you file a grievance here, it doesn't just go into a void. It goes to a designated Public Grievance Officer (usually a Joint Secretary rank).
  • If they don't solve it, the "Pendency Meter" turns red on their dashboard.
  • The Prime Minister himself reviews the "top pending grievances" in his monthly PRAGATI meetings with Secretaries. This fear of review drives the system.

This guide is the final tool in your civic arsenal. It teaches you how to draft a complaint that gets results, how to escalate it if the officer gives a lazy reply, and how to use the separate Whistleblower channel for corruption.

🛠️ How to File a Grievance (Step-by-Step)

The interface is simple, but the strategy matters.

Step 1: Registration

  • Go to: pgportal.gov.in.
  • Sign Up: You must create an account with your mobile number/email. This is essential for tracking.

Step 2: Select the Ministry

  • Click "Lodge Public Grievance".
  • You will see a list of common sectors:
    • Financial Services (Banking/Insurance)
    • Labour (PF/Pension)
    • Income Tax
    • Post
    • Telecommunications (Mobile Towers/Spam)
    • Home Affairs (Visa/Passport)
  • If your issue isn't listed, select "More" -> "Central/State Government" -> Specific Ministry.

Step 3: Drafting the Complaint (The Art)

Don't just write "My work is not done." Be specific.

  • Bad Complaint: "The passport office is very slow. Help me."
  • Good Complaint: "I applied for a passport on 01/01/2025 (File No: XYZ123). The police verification was completed on 15/01/2025. The status has been 'Under Review' for 60 days. This exceeds the service level agreement. Please specify the reason for delay."
  • Attach Documents: Always upload the receipt/screenshot of the error.

Step 4: The Tracking ID

  • Once you submit, you get a Registration Number (e.g., PMOPG/E/2026/12345).
  • PMOPG means it is tagged via the Prime Minister's Office portal (high priority).
  • DEPO means it went directly to the Department.

⏳ The Resolution Timeline: 30 Days

In 2024, the government tightened the rules.

  • Standard Deadline: 30 Days.
  • Urgent Cases: If the matter is urgent, the officer is expected to prioritize it.
  • The "Closure" Report: When the officer closes the complaint, they must upload a "Final Reply."
    • Result: Either "Grievance Resolved" or "Grievance Rejected" (with a reasoned order).

⚖️ The "Appeal" Mechanism: Fighting Back

What if the officer closes your complaint with a lazy reply like "Process is ongoing"? Earlier, you had to file a fresh complaint. Now, CPGRAMS has an Appeal button.

  1. The Window: You can file an appeal within 30 days of the grievance closure.
  2. The Authority: The appeal goes to the Appellate Authority (a senior officer, usually Additional Secretary rank) who sits above the Grievance Officer.
  3. The Outcome: This forces a senior review of the junior's laziness. Our data shows that nearly 30% of rejected grievances are resolved after an Appeal.

🕵️ The Whistleblower Option (PIDPI)

Warning: Do not use CPGRAMS for reporting corruption if you want to remain anonymous.

  • CPGRAMS details are shared with the department. If you complain about a corrupt officer in your own office via CPGRAMS, they will know it was you.

The Alternative: PIDPI (Public Interest Disclosure and Protection of Informers)

  • Managed By: Central Vigilance Commission (CVC).
  • Procedure: You must send a physical letter (post) to the CVC in New Delhi.
  • The Envelope: Superscribe "Complaint under PIDPI".
  • The Safety: The CVC will tear off your name/address from the letter and send only the complaint to the department for investigation. Your identity remains hidden.
  • Portal: Visit cvc.gov.in for the exact format.

🏛️ What Can You NOT Complain About?

CPGRAMS automatically rejects certain topics:

  1. RTI Matters: Use the RTI portal, not CPGRAMS.
  2. Court Cases: Sub-judice matters (pending in court) cannot be resolved by the executive.
  3. Religious Matters: Complaints about religious sentiments are not entertained.
  4. Government Employee Service Matters: Unless you are a pensioner, serving employees should use their internal departmental channels first.

🇮🇳 State Portals: CM Helpline vs. PMO

CPGRAMS is primarily for Central subjects (Railways, Post, Banks, Passport). For State subjects (Water, Electricity, Municipal Roads, Police), CPGRAMS forwards the complaint to the State Government, where it often gets lost.

Better Alternative for Local Issues: Use the CM Helpline (Chief Minister's Grievance Portal) of your state.

  • UP: Jansunwai (IGRS).
  • Madhya Pradesh: CM Helpline 181.
  • Maharashtra: Aaple Sarkar.
  • These state portals are often integrated with CPGRAMS but offer faster local resolution.

Your redressal toolkit:

❓ Frequently Asked Questions (FAQs)

Q1. Is the "PMO Grievance" different from CPGRAMS?

Technically, No.

  • Whether you write to the Prime Minister (at pmindia.gov.in) or file on pgportal.gov.in, both land in the same database (CPGRAMS).
  • However, complaints filed via the PM website get a registration number starting with PMOPG, which officers treat with slightly more fear/respect than a direct registration.

Q2. Can I complain about a Private Bank?

Yes.

  • Select "Financial Services (Banking Division)".
  • Your complaint goes to the Ministry of Finance, which forwards it to the Banking Ombudsman (RBI) or the Nodal Officer of the private bank (HDFC, ICICI, etc.). They are legally bound to reply on the government portal.

Q3. What is the "Feedback Call"?

Since 2023, the government has set up a BPO (Call Center) in Lucknow.

  • After your grievance is closed, you might receive a call asking: "Are you satisfied with the resolution?"
  • If you say "No", the grievance can be re-opened or flagged for higher review. This "Feedback Loop" is unique to the Modi government's governance model.

Q4. Can I file a complaint for my neighbor?

Yes, but you must provide your contact details. You act as the representative. However, for personal claims (like Pension), the department may ask for an authorization letter.

Q5. Does it really work?

Yes, for administrative issues.

  • Success Rate: High for Passport delays, IT refunds, and Pension arrears.
  • Success Rate: Low for general policy complaints (e.g., "Reduce petrol price") or corruption allegations without proof.
  • Verdict: It is the most effective non-judicial tool available to an Indian citizen today.

Bookmark this page. Democracy gives you the right to vote once in 5 years, but CPGRAMS gives you the right to question every day.