Introduction 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. DPG helps citizens to obtain a response and resolution on these grievances from the department or organisation. Its principal objective is to provide an additional avenue for citizens whose grievances relating to specified Central Government organisations have not been satisfactorily resolved through the ordinary departmental grievance mechanism. The DPG is not a substitute for every departmental remedy, statutory appeal, judicial proceeding, or other legally prescribed remedy. Its role is primarily concerned with administrative grievance redressal. When Should a Citizen Approach the DPG? A citizen should generally first approach the concerned department or organisation through its prescribed grievance-redressal mechanism. If the grievance remains unresolved or the response is unsatisfactory, the citizen may consider approaching the DPG where the matter falls within its jurisdiction. A representation should ideally contain: Name and contact details of the complainant. Name of the concerned department or organisation. A clear description of the grievance. Relevant dates and events. Details of previous representations or complaints. Copies of relevant correspondence, orders, receipts or other documents. The specific relief or action requested. Grievances concerning or relating to the following are not within DPG’s purview: Policy matters Commercial contracts Decisions involving quasi-judicial procedure Service matters (excluding payment of terminal benefits like gratuity and GPF) Matters which are sub-judice (pending before courts) Frivolous complaints How DPG deals with citizen complaints DPG will assess what aspects of a submitted 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 the citizen informing him/her of the action taken. When DPG seeks comments, the department or organisation is expected to examine the matter and give a reply within 21 days. 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 and CPGRAMS: Are They the Same? No. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is the Government of India's broader online platform for lodging and monitoring public grievances concerning government organisations. The Directorate of Public Grievances, on the other hand, is a separate mechanism operating under the Cabinet Secretariat and has a more specific role and jurisdiction. A citizen should therefore determine which grievance-redressal mechanism is appropriate for the particular department and nature of the grievance. Departments covered by DPG Central Government Ministries, Departments or Organizations under DPG’s purview: Railways Posts Telecom Urban Development Petroleum and Natural Gas Civil Aviation Shipping Road Transport & Highways Public Sector Banks Public Sector Insurance Companies Employees' Provident Fund Organization Regional Passport Authorities Central Government Health Scheme Central Board of Secondary Education Kendriya Vidyalaya Sangathan National Institute of Open Schooling Navodaya Vidyalaya Samiti Central Universities Scholarship Schemes of Ministry of HRD Deemed Universities (Central) ESI Hospitals and Dispensaries directly controlled by ESI Corporation under Ministry of Labour Youth Affairs Department of Revenue Unique Identification Authority of India Source : DPG