The Role of Centralized Public Grievance Redress and Monitoring System (CPGRM) in Ensuring time-bound and Effective Redressal of Grievances

India is the second-largest country in the world in terms of population. For the betterment of the common citizen, the role of the administration is very significant. The administrative setup of the country has evolved gradually and the administrative machinery of India has its own merits and demerits. Since independence, the government of India has made some arrangements towards increasing efficiency and effectiveness in the functioning of the administration. The worldwide demand for corruption-free, hassle-free, speedy, accountable, and transparent service delivery have pressured governments of various countries to adopt good practices in service delivery and satisfy the common citizen. The journey of seven decades of the administrative reforms of the country and outcomes of the same are not up to the mark. Recently in the corruption perception index 2021, India has ranked 86 with a score of 40, which indicates the poor performance of India out of a total of 179 countries¹.

Therefore, the present paper discusses Citizen Grievance Mechanisms in India and the role of this mechanism in reducing corruption, ensuring practices of transparency, efficiency, effectiveness, and accountability in administration. The paper is divided into three sections. The first section explains the evolution and origin of Citizen Grievance Mechanisms in India after independence. Section-II discusses major trends of good governance practices in India. Section III highlights major observations after the establishment of the Centralized Public Grievance Redress and Monitoring System (hereafter CPGRMS) and the conclusion.