Organization : Directorate of Public Grievances
Service Name : Public Grievance Redress & Monitoring System
Country: India
Website : http://dpg.gov.in/Lc_ViewStatus.aspx
Public Grievance Redress & Monitoring System :
The Directorate of Public Grievances (DPG) in the Cabinet Secretariat of Government of India helps to obtain responses to unresolved grievances on matters relating to some Central Government Departments and Organisations .
Related : Directorate of Public Grievances Action Status Query Form : www.statusin.in/2730.html
DPG can help you to obtain a response and resolution on these grievances from the department or organisation.
If you have a grievance, please click below to check whether DPG can assist you.
Ministries/Departments/Organisations Covered: https://dpg.gov.in/
The Public Grievance Redress And Monitoring System (PGRAMS), is an online computerised system over NICNET which has been developed with an objective of speedy redress and effective monitoring by the Directorate of Public Grievances(DPG) besides providing a fast access to the public.
It offers the following facilities:
** Lodge Your Grievance
** Follow up
** Action Status
** Change Password
Upon clicking at “Lodge Your Grievance” option, you will be provided with an electronic Grievance Redress Form wherein you are required to fill-up your personal and grievance particulars in the boxes provided for against the respective titles. The boxes with titles prefixed with “*” should be filled-up compulsorily without fail. Other entries would definitely help to provide more information about your case.
You may follow the messages given along with the titles. There are mainly three types of entry options:
a) Boxes with white spaces wherein you have to just click and enter the details such as Name, Password, Address, etc. b) Two or Three circles wherein you have to just click the appropriate circle of your choice such as Sex c) Boxes marked with arrow wherein you have to just click on the arrow to view a pull down list for selecting your choice.
The information pertaining to following titles, could be furnished in the manner illustrated below:
1. Sex : For a company, a group of persons, an organisation, etc., choose “OTHERS”.
2. Password : This option facilitates you to control the access on status details with a proper authorisation check. In order to secure your submission you can choose to enter a string of letters and digits (preferably more than 6 characters). Once you supply a & password, you are advised to remember the same failing which you will be unable to retrieve any information regarding your grievance.
3. Document-Id: Enter the reference identification numbers of your supporting documents . Example: Insurance Policy Number,Passport Number, Telephone Bill Number.
4. Office-Issued: The concerned office that has issued the above supporting documents.
5. Sector: Select one of the listed sectors corresponding to the department/organisation to which your grievance pertains to.
6. Grievance Description: Here you can enter the detailed description of your grievance covering all the details. You should not exceed 4000 characters. You can use the cut and paste facilities available in your browser.
After completing all your entries, ensure the correctness of the entries and click the SUBMIT button. Upon submitting, your grievance will get registered at DPG’s database and a registration number will be flashed on the screen. You are required to note down the same for all your future references.
You can use this registration number for sending clarifications, sending reminders, finding out the status and changing your password.
How to approach DPG :
Please give details of your grievance with copies of supporting document. Your earlier attempts to have the grievance resolved through the grievance redressal mechanism of the department should be furnished. Indicate whether you have filed any appeal against any previous decision of the organisation or department, before any court, tribunal or consumer forum. State your identity and postal address, e-mail address and telephone number. Don’t forget to put your signature or thumb impression on your letter. The postal address of DPG and the procedure for lodging your grievance on-line are given here
DPG does not charge any fee.
How DPG will deal with your complaint:
DPG will assess what aspects of your complaint fall within its purview and the gravity of the complaint. Based on this, it will seek comments from the concerned department or organisation or transfer the grievance to it requesting it to directly deal with the matter. This is normally done within 15 working days of receipt of the grievance. A letter will be sent to you informing you of the action taken.
When DPG seeks comments, the department or organisation is expected to examine the matter and give a reply within six weeks and in any case not later than 3 months. After receipt of comments, DPG may, if considered necessary, seek further information to ensure that the grievance is dealt with in a fair and objective manner by the department or organisation. Cases on which comments are sought are closed in DPG with the approval of Secretary (Coordination & Public Grievances) in Cabinet Secretariat of Government of India who heads DPG.
DPG will make all attempts to make the department or organisation respond to your complaint quickly. Please click here to see our performance record.
Citizen Charter of departments and organisations will give the time limits for different public services.
DPG has two kinds of records. Physical records are maintained only for cases in which comments from the concerned department or organisation are called for by DPG. If closure of such cases is favourable to the complainant records are retained for one year from the date of closure. In other cases, records are retained for two years from the date of closure. Records are not maintained for grievances transferred by DPG to the department or organisation for action. Record of action taken is stored electronically.