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What is CPGRAMS?
 Centralised Public Grievance Redress and Monitoring System
(CPGRAMS) is one of the leading measures formulated by the Indian
Government to address the public issues.The main objective of this
system is to receive complaints from the public, filter them according
to seriousness and urgency, sending them to the concerned
government departments or agencies and coordinating with the
immediate process of redressal.

Functions of the CPGRAM System
 CPGRAMS is regularised as a grievance management system
performing the following functions for the welfare of the general
public:-
 Receives and addresses consumer complaints regarding different products
and schemes offered by the central government.
 Forwarding different grievances to the concerned government
departments for further processing.
 Evaluates the effectiveness and efficiency of the grievance
process/machinery of each and every concerned agency.
 Contrives proper policy guidelines in order to ensure the working of a
citizen-centric governance in the country.
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Functions of the CPGRAM System
 Forseeing the areas of dissatisfaction, identifying where the organisations
are not maintaining transparency for the benefit of the consumers and
intervening to help achieve better in terms of satisfaction.
 Conducting timely review of laws, procedures, rules and regulations with
the motive of making the entire process transparent and citizen friendly.
 Introduces effectively operating facilitation centres for the citizens.
 Aims to provide a consolidated platform for the citizens to seek redressal
of their grievances.
 Once grievance is closed, it cannot re-open, only fresh can be lodged , by
giving refrence no. of previous grievance.
 During the course of redressal if the nodal officers need any help from the
complainant they can contact him.

Features of the CPGRAM System
 The following are some of the features of CPGRAMS Portal that are listed
below:
 The CPGRAMS is an integrated application system that is based on the
technology which primarily aims at the submission of grievances by the
aggrieved citizens from any where and any time (24/7) basis for quick and
easy communication between the nodal PG officers of the Government
departments and citizens that will be resulting in the speedy redress of
grievances.
 The CPGRAMS facilitates for the unique registration number generated by the
system upon the submission of grievances online from the people to
DPG/DARPG or concerned Departments, Government of India.
 It also facilitates for theAutomatic Online Data transmission between
Departments/Organisations/Subordinate organizations.
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 It mandates the uniform and systematic approach towards the monitoring of
the process by adopting a general classification and standardisation of
grievances and redress efforts across the government departments.
 The entire processing system would be made compatible a per the need of
Central Government Ministries/Departments and its subordinate offices,
State Government.
 This portal facilitates the online lodging of grievances registered by the
citizens to the concerned Departments and Ministries/Organizations which
can be linked to their official portal.
 Web-enabled CPGRAMS can be implemented by the Departments,
Ministries, and Organizations by accessing the centralized server hosted in the
NIC SAN Server without any requirement of the dedicated hardware and
software at their end.
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 The CPGRAMS that facilitates the Departments, Ministries, and
Organizations to enter the grievances that are received locally in their
offices and to send the same to their subordinate organizations online for
the quick redress.
 CPGRAMS facilitates the monitoring queries and reports as per the need
of Departments, Ministries, and Organizations for the effective
monitoring for pending grievances.
 It facilitates the user with the generation of automated notifications like
Acknowledgement and Final reply letters etc. for the official
correspondence with the complainants.
 This application is most flexible to be extended as per the needs of
Departments, Ministries, and Organizations for the quicker and effective
redress of grievances.

What is the process of grievance redressal under
CPGRAMS?
Now, the process begins right when a consumer registers a complaint and
works till the issue reaches the concerned authority/department/agency.The
entire process is divided into four steps:
1. Submission of grievances by the citizen
2. Tracking of the grievance at the hands of nodal officers/apex
organisations
3. Assessment of the issue by the concerned Ministry/Government
4. Redressal of the grievance by the concerned authorities/sub- divisions
5. If grievances is not redressed by filing repeatedly by the
concerned department, person can personally contact in Dept. of Admin
Reforms and Public Grievances or complaint there.This is done on evey
wednesday. Officers met people and receive their complaints.

CPGRAMS Portal Complaints
The applicants can lodge grievances to the Department ofAdministrative
Reforms & Public Grievances and Directorate of Public Grievances
related to the following:
• Complaints related to inordinate delay in taking decisions
• Complaints related to delay for several months to several years
• refusal/inability to make speaking replies.
The user will have to disclose the basic information to the petitioners to
examine whether their cases have been correctly decided.

Complaints not covered under CPGRAMS
The below listed are the issues that are not taken up for redress:
• Subjudice cases or anything concerning the judgment given by any
court.
• Personal and family disputes.
• RTI matters.
• Anything that impacts upon the territorial integrity of the country or
friendly relations with other countries.
• Religious matters
• Grievances of Govt. Employess concering their service matters
including disciplinary proceeding unless the agrieved employee has allready
exhausted the prescribed channels-keeping in view the DOPT O.M. No.
11013/08/2013-Estt.(A-III) dated 31.08.2015
• Suggestions.

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Procedure for Online Complaint Registration
To register a complaint under the CPGRAMS, follow the steps
mentioned below:
Visit CPGRAMS Portal
Step 1:The applicant needs to enter the official Portal of
CPGRAMS to register a complaint.

New User Registration
Step 2: In case of a new user, then the applicant has to register in this CPGRAMS portal.
Click on the “Sign Up” tab for the New User Registration.

Step 3:After entering the details, the applicant has to click on the “submit”
button.
Step 4: Enter the one time password and click the confirm button.
Step 5:After Confirmation, a confirmation email will be sent to the registered
mail ID. Click on the activate link to activate your account.The account will be
activated on clicking the activation link.
Login to Portal
Step 6:To portal login, the applicant has to enter the login id, password and
enter the captcha and then you need to click on the “Submit” button.

Step 7: Now, the applicant is eligible to request and file for the complaint
under this portal.
Grievance Registration Form
Step 8: In the grievance registration form, the user needs to select whether the
organisation is “Central government or State government”.Then select the
department from the drop-down box.
Step 9:After selecting the department, then the Department of Administrative
Reforms and Public Grievances will file the complaint to the respective
department after reviewing the complaint.
Step 10:After successful registration, the user will get the registration number
by which the user can trace the status of the complaint.

Track Application Status
To track the status of the registered complaint under the CPGRAMS portal, the user will have to revisit
the portal. Now click on the “View Status” tab from the dashboard, enter the complaint number, mobile
number and email id.After providing the full details, click on the “Submit” button to view the status of
the application submitted.

Time Limits for Redressal of grievances on CPGRAMS
Portal-
After the analysts of chronological developments of grievance handling it has
been noticed that one of the major reasons for delay in the grievance redressal
is failure to identify competent officer to redress the grievance and lack of
knowledge of recent circulars/instructions,
If the person dealing with the grievance identifies the competent Income- tax
Authority, a lot of time can be saved, In case the grievance does not pertain to
the authority directed by the CBDT, it should be transferred back in not more
than 5 days time. Sometimes, grievances need actions by the CPC-ITR
Bangalore or CPC-TDS Vaishali, Ghaziabad.

Time Limits for Redressal of grievances on
CPGRAMS Portal
They register their observations as to how the grievance can be redressed.
Sometimes, the
Assessing Authority fails to understand the processes and sends back the
grievance to a wrong person.All these issues can be addressed if the assessing
officer or the concerned authority gives due attention to the grievance at
hand.
In view of the above facts, it is required that the needful must be done to
ensure that there are no grievances aged more than 30 days pending at any
level.
[ F.No.ADG(TPS-II)/CPGRAMS/2016-17/334 Dated:29.12.2016 of
CBDT-ADDL.DGIT(TPS-II)]

CPGRAMS in CBDT/ Income Tax Dept.
1. First sign up on the CPGRAMS portal if you have not allready registered.
2. if you have allready registered then directly login to the Portal.
3.After Login, in the grievance registration form, the user needs to select whether the
organisation is “Central government or State government”.Then select the CBDT from
the drop-down box.
4. SelectTopic viz:-PAN,ITR, FacelessAssessment,TAN ,TDS,Appeal Effect etc.
5.Type grievance matter:- max. 2000 characters are allowed in description.
6.Attachment:- Only pdf file upto 4MB is allowed.
7.A message will recieved on the registered mobile no. after grievances/complaint
lodged.
8. Grievance shall be disposed off by the concerned Nodal Officer and a message shall
alos recieve on regd. mobile/e-mail regarding disposal. In case of any help the concerned
Nodal Officer can contact the Complainant/person.
9.If not satisfied with resolution, have an option of appeal with NodalAppellate
Authority.

What is Income Tax Department ‘e-nivaran’
Scheme?
 The IncomeTax department has developed‘e-Nivaran’, a Unified
Grievance Management System in order to track taxpayer grievances
and ensure early redressal of their complaints.Through e-Nivaran
taxpayers can submit the grievance in respect to AO, NSDL, UTISL,
CPC-ITR, CPC-TDS, E-filingWebsite team, Directorate of Systems,
and SBI-Refund Banker.

Understanding the concept of E-Nivaran
 It is a unified grievance management system set up by the department
where it is the responsibility of the assessment officer to solve all the
problems in a paperless environment.The system has been designed
carefully and the main aim of the IT department is to completely change
the existing system, making it easier and more convenient for the
taxpayer.
 E-Nivaran did the redressal in Hindi. By making use of the system of E-
Nivaran, taxpayers can file complaints to NSDL, assessment officer,
CPC-ITR, UTISL, CPS-TDS, E-filing team, and SBI refund banker.
 The system was launched on 17th June 2016 to receive all grievances
from different channels under a single window.Taxpayers and staff can
use E-Nivaran to file, view and resolve all your disputes through the
website.

Aim of setting up the system
 Before the E-Nivaran system was launched, a tax payer could file a complaint in the following
ways:
 Ayakar Sampark Kendra:At theASK centers, offline complaints were received and were
then captured by the IncomeTax BusinessApplication.
 CPC ITR:The Central Processing Center was responsible for accepting income tax returns,
problems related to it and processing of the ITRs.
 E-Filing Portal:Any grievances related to registration, login, passwords and verification of
returns could be filed on the website.
 CPCTDS:This department handled all grievances related toTDS i.e. tax deducted at source
 NSDL and UTIISL handled all problems related to PAN number.
 All these modules got integrated after the E-Nivaran system was launched.The staff of the
IncomeTax Department can now use this system to search, record, transfer, view, resolve
complaints and to seek information from the tax payer.All problems of the tax payers can also
be solved using this system.
 The E- Nivaran system set up with a goal that every complaint directed to the concerned
department and given the facility to track the complaint also. It ensures that the problem
reaches to the right department and facilitates timely resolution.

Steps to use E- Nivaran
Step 1:You need to go to the website, www.incometaxindiaefiling.gov.in.
In e-Filing Home page, click on‘e-Nivaran’ tab.
Step 2: Select‘Submit Grievance’ two options are available:
PAN orTAN Holder
Do not have PAN orTAN
Step 3: Select‘PAN orTAN Holder’ option, a text box is provided to enter PAN or
TAN. Click on‘Submit’ button.
Step 4: Select‘Register with e-filing and Continue’, it will redirect to the
Registration page.
Step 5: Select‘No thanks and Continue without registering’, it will redirect to e-
Nivaran form to raise a grievance.
Step 6:Taxpayer can preview and edit before submitting grievance request.
Step 7: Click on‘Submit’, OTP will be sent to respective email id and mobile no
given time to raising request.
Step 8: Click on‘Validate’, the success message will be displayed along with the
option to download pdf.

Features of E-Nivaran and How has E-Nivaran solved
the issue?
 E-Nivaran is a new and smart electronic platform that has been created by the Income
Tax Department and the government of India to ensure faster and timely resolution of
the problems of the taxpayer.
 It is a high-end technology-based system, E- Nivaran tends to provide a complete
solution to solve all the grievances of the taxpayers in a simplified and systematic
manner. Online and offline complaints are integrated into the central system to avoid
duplicity.
 It also has a process set up which will automatically make the problem reached the
designated department.
 The system also provides the taxpayer the facility to track the status of their complaint
and get updates on the same.
 To ensure the timely resolution of all the problems, the assessment officer monitor the
complaints that have been registered on the platform.
 The system is well developed and takes account of most problems of taxpayers.
 The system is simple to use and does not require extensive use of computers and thus,
can be used by anyone with basic knowledge of computers and the internet.

Time taken for redressal
 Aim of the Central Board of Direct taxes is to give a reasonable solution to
all the registered grievances within 30 days after the complaint has been
received. It is convenient as the problems are handled online.

Complaints or the grievances that can be
submitted through E- Nivaran:
 Problems relating to the following can be submitted to the
Assessing Officer using the online E-Nivaran system:
 Non-completion of ITR processing
 Non-receipt of IncomeTax Refund
 Rectification return pending with Assessment Officer
 Wrong outstanding tax demand
 Miscellaneous application pending
 Deactivation or transfer of PAN

Queries on income tax returns and related
to the following matters can be sent to CPC-
ITR using the paperless E-Nivaran system:
 Rejection, non-receipt, previous ITR or any other matter related to
ITR-V
 Processing of Income tax returns
 Correction in ITR
 Refund

Issues under section 139(9) for matters
related to defective returns
 Income tax notices and demand under section 143
 Request for intimation orders

For the following matters, queries can
be sent to CPC TDS using the E-Nivaran
system
 KYC
 TDS Statement
 Form 16 and Form 16(A)
 TDS on sale of property
 Form 26AS
 Rectification of details related to Book Identification Number and Challan

The following complaints regarding the
e-filing portal can also be submitted on
the E-Nivaran system:
 Profile changes
 Registration on e-filing portal
 Verification of income tax returns and EVC
 Filing of forms and income tax returns
 PIN, OTP, and login related issues

For the following matters the complaint
can be sent to the refund banker
through the E-Nivaran system:
 If the income tax refund is credited to a wrong account
 Refund issued or paid by the IncomeTax Department but not received in
account
 Payment of the refund to the legal heir of a dead person
 TIN-NSDL refund status missing
 Misuse of login credentials
 Discrepancy in refund amount

For any matters that are related to the
PAN the complaint can be sent to
UTIITSL or NSDL:
 Application of PAN
 Allotment of same PAN number to different entities or individuals
 Issues related to delivery of PAN Card
 Incorrect details in PAN Card

For the following matters, issues can be
sent to CPC for rectification and
demand:
 If you have not received the rectification orders
 Rectification not considered
 Refund adjustment and interest on demand pending
 Refund adjusted and demand canceled
 Demand canceled byAO but still open
 Notice received but no outstanding demand

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