Brain Booster for UPSC & State PCS Examination (Topic: New Grievance Redress System in J&K)

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Topic: New Grievance Redress System in J&K

New Grievance Redress System in JK

Why in News?

  • Jammu and Kashmir LieutenantGovernor (LG) Manoj Sinha has launched the Jammu and Kashmir Integrated Grievance Redress and Monitoring System (JK-IGRAMS) in early September 2020, in a bid to create an interface with the public and focus on governance issues in the Union Territory.


  • The system is being launched on a pilot basis in three districts — Jammu, Srinagar, and Reasi — and will gradually be rolled out in the remaining districts by October 2.
  • It will replace the current portal that was launched in 2018.
  • District Collectors and Deputy Commissioners will be the primary nodes for receiving, disposing and monitoring grievances.
  • It will be available round the clock with applicant OTP authentication, acknowledgement to applicant at each stage, feedback by complainant, and grievance submission through call centre by making a phone call between 9:30 a.m. to 5:30 p.m. on all days except Sunday.
  • JK-IGRAMS will be liked with Union Government’s Centralized Public Grievance Redress And Monitoring System (CPGRAMS). This will make J&K the first union territory to have its grievance redressal mechanism linked with center’s CPGRAMS.
  • There will be a minute by minute status update of the grievances on the portal.
  • Action will follow if any delay or callousness is found while addressing people’s grievances.


  • The move comes at a time when a sense of disconnection and alienation has been growing among the people, especially in the Kashmir Valley, which has remained on edge ever since J&K’s special status was revoked last year.

Other Announcements in J&K

  • Mr. Sinha has also directed district Superintendents of Police and Deputy Commissioners to be present for people in their offices from 10:30 a.m. to 11:30 a.m. five days a week.
  • The LG also announced the launch of Ayushman Bharat health insurance cover of Rs 5 lakh for every single resident of the J&K. The cover will be for the people suffering from fatal diseases and others as well.
  • Earlier, Mr. Sinha had also announced the ‘Back to Village’ campaign, wherein officers will visit villages and address public grievances.


  • CPGRAMS is an online web-enabled system over NICNET developed by NIC, in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).
  • 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.
  • All grievances relating to State Governments / Union Territory Administrations and Government of NCT Region of Delhi, are sent to the State/ UT/ NCT Government concerned. Citizens may take up matter regarding pendency of their grievances directly with the State Government concerned also.
  • In September 2019, there were reforms in CPGRAMS. The reforms were meant to allow reduction in grievance disposal time and improved quality of redressal.
  • The new upgraded version, CPGRAMS 7.0, provides for grievances filed on CPGRAMS to be directly sent to field level grievance officers by providing user IDs to all field level functionaries.