To login, go to website: http://pgportal,gov.in/cpgoffice/ ) sign in with usernameand password.

l. Securitv:

a. Default password should be changed on first login [y the nodal pG officerand it is advised to change the password frequently at the discretion of theofficer. ln the absence of the present nodal pG officer on leave, TD,transfer etc., it may be ensured that the user id and password is handedover to the next officer taking over the charge. The officer taking overcharge is also required to change the password on first login.

b. when cpGRAMs is not in use, please logout from the system.c. Nodal PG officer may utilize the services of a subordinate officer/staff for

working in CPGRAMS in his presence and password should not be shared.

Update user profile. whenever there is a change in the incumbency, userprofile needs to be updated by the officer taking over charge on first login.For sub-offices only: Grievance category may be added as i) pBoR, ii) DAD,iii) rvon DAD and iv) others under relevant monitoring category in the'Monitoring Desk' on the home page.This is only a one time action. Thiswill enable the sub-offices to upload grievances received locally throughany other mode other than CpGRAMS in the CPGRAMS and monitoringthereof.

i. Lodge Local Grievance : To upload details of grievance receivedlocally through other modes. tt may be ensured that maximuminformation available are updated. There is a provision foruploading one scanned grievance in pdf format of not more than1MB.

ii. Attach Document: uploading of scanned grievance can also bedone later but before any action is taken on the grievance.

il.

b.

ilt.

a. Utilities:

b.

iii. correspondence Letters: This will enable to generate and printAcknowledgement Letter, Clarification Letter, tnterim Reply Letteror Final Reply Letter depending upon the action selected for eachgrievance.

iv. Abstract Grievance: To see the grievances not disposed off and theaction taken status on these grievances.

v. Directions: This will help i) to issue directions to users down in thehierarchy of the CPGRAMS, ii) to see directions received from usershigher in hierarchy, iii) to issue reply to the directions and iv) to seethe replies received by the higher users.

vi. CD on CPGRAMS : Not available.vii. Edit Grievance : This will enable to rectify any errors in the

uploaded the local grievance before any action is taken on thesame.

Grievances:

i. New Grievances: The grievances received for the first time throughLodge Local Grievance or Taken up by users higher in the hierarchyof CPGRAMS will be listed here under different headings such asDPG, DARpG, parent, Direct Receipts, pension, pMo etc. Action onthese grievances can be performed by clicking on the RegistrationNo of the grievance.

ii. Pending Grievances: once action is taken on New Grievance, thosegrievances will be listed in this section under different categoriesfor further action till it is disposed or listed in some other specificsections such as Returned Back Received, Re-Forwarded etc. Actionon these grievances can be performed by clicking on theRegistration No of the grievance.

iii. Return Back Received: Grievances returned by the users down inthe hierarchy of cpGRAMs for the reason ,Not pertaining to thisorganisation'will be listed here. Action on these grievances can beperformed by clicking on the Registration No of the grievance.

iv. Re-Forwarded: Grievances re-forwarded by the users higher in thehierarchy will be listed here. Action on these grievances can beperformed by clicking on the Registration No of the grievance.

tv.

v. Reminder/Clarification: Reminder/Clarification issued/sought by

users higher in the hierarchy or complainant through CPGRAMS will

be listed here. Action on these grievances can be performed by

clicking on the Registration No of the grievance.

vi. Case Reports Received: Report on grievances sent by user down in

the hierarchy is listed here. Action on these grievances can be

performed by clicking on the Registration No of the grievance(lt

may be noted that, in this section, report will be received only if

disposal rights are not passed to the user down in the hierarchy).

Action on these grievances can be performed by clicking on the

Registration No of the grievance.

vii. Remarks from DPG: Direction/remark from Directorate of Public

Grievance on the grievances will be listed here. Action on these

grievances can be performed by clicking on the Registration No of

the grievance.

viii. View Disposed Grievances: Details of action taken by other entities

can also be viewed in this section.

Reports - The followins reports are availabfe:

a. Query Based RePort

b. Progress Report

c. Report on DisposalTyPe

d. Subject wise Report

e. Subordinate wise PendencY

i. Age wise Pendency RePort

ii. Subordinate wise Pendency Report

iii. Subordinate wise Pendency Report-Local

iv. Subordinate wise Pendency List

Points to remember:

a. please down load user manual after login and refer the same for further

reference. Any changes in the system may be updated in these guidelines

for future reference.

b. Use latest browsers( Mozilla Firefox 3.0 or higher or Microsoft Internet

Explorer 7.0 or higher ).

c. Any technical issues may be taken up with EDP Section of Main Office

under intimation to Admin l.

V.

d. Policy guide lines available on the PG Portal http://pepqrtal.eov.inl may be

downloaded and referred frequently or as and when updated.

e. lt is not advisable to use multiple forwarding options as of now.

f. While taking action on the grievances, complete details in brief may be

updated in the Memo field as the same is reflected in the clarification

letter, interim reply and final reply generated by the system and status

view available to the complainants.

g. Type of disposal may be selected as i) Accepted, if all the grievances raised

have been redressed, ii) Partially accepted or iii) Rejected as the case may

be.

h. Acknowledgement generated through CPGRAMS may be issued to the

aggrieved by the officer uploading the grievance originally using lodge

locol g rievonce utility.

i. Final reply generated through CPGRAMS may be sent by the officer who is

disposing the grievance.

j. For Admin I only: Login(usage) of the users down the hierarchy may be

monitored in Subordinate Organisqtions under Monitoring Desk.

Sr,No.

Terms Used Meaning

1 CPGRAMS Centralised Public Grievance Redress And MonitoringSvstem.

2 DARPG Department of Administrative Reforms & PublicGrievances

3 DPG Directorate of Public Grievances4 TR Transferred Case5 TU Taken-up Case6 Nodal Agency The Department/Directorate entrusted with public

qrievance redress of GOI. (DARPG, DPG)7 Apex authority The highest authority in the grievance redress chain

of a Ministry/Dept./Oqanisation8 Subordinate

officeNext level officer down the chain.

9* MonitoringCateqorv

Monitoring categories defined by nodal agency.

10 GrievanceCateqorv

Customised categories assigned by the PGO

11 Hiqher authoritv Next level officer up in the chain.t2 PGO Public qrievance officer13 Parent User hiqher in the hierarchy of CPGRAMS