**Executive Summary:**
The Ministry of Women and Child Development (MWCD) utilizes digital platforms like CPGRAMS and the Poshan Tracker to enhance public access to information and address grievances related to its schemes. These systems aim to improve service delivery, ensure transparency, and promote citizen participation. Key initiatives include the Women Helpline (181), Child Helpline (1098), and the mandatory Facial Recognition System (FRS) for Take-Home Ration (THR) distribution starting July 1, 2025.
**Key Points / Main Content:**
* **Centralized Public Grievance Redress and Monitoring System (CPGRAMS):**
* Received 15,761 public grievances and disposed of 15,782 between August 1, 2023, and July 31, 2025.
* Online platform available 24/7 for lodging grievances related to service delivery.
* Accessible via the web, Google Play Store, and UMANG app.
* Provides grievance tracking and appeal facilities.
* Administered by the Department of Administrative Reforms and Public Grievances.
* **Women Helpline (WHL) 181:**
* A 24-hour toll-free service for women in emergency and non-emergency situations.
* Assisted over 1.06 Cr women since its inception on April 1, 2015, until June 30, 2025.
* **Child Helpline 1098:**
* A 24/7 service for children in difficult circumstances.
* Integrated with the Emergency Response Support System (ERSS 112) and Women Helpline 181.
* Cases reported are tracked via the Mission Vatsalya portal.
* **Poshan Tracker:**
* Launched on March 1, 2021, to monitor Anganwadi Centres, Anganwadi Workers, and beneficiaries.
* Facilitates real-time data collection on attendance, ECCE, hot cooked meals, take-home rations, and growth measurements.
* Utilizes technology for dynamic identification of stunting, wasting, and underweight prevalence among children.
* **Facial Recognition System (FRS):**
* Implemented for Take-Home Ration (THR) distribution to ensure benefits reach intended beneficiaries.
* Mandatory for THR distribution from July 1, 2025.
* **Toll-Free Helpline 14408:**
* Established for grievance redressal under Mission Saksham Anganwadi Poshan 2.0, PM CARES, and Pradhan Mantri Matru Vandana Yojana (PMMVY).
* Handles inbound and outbound calls related to these programs.
* Grievances are resolved by Call Center Executives or transferred to relevant officials.
* States and UTs have been requested to resolve grievances within 30 days.
**Impact Analysis:**
* **General Public/Citizens:**
* *Impact:* Improved access to information about schemes and a more efficient grievance redressal mechanism.
* *Action Required:* Utilize available digital platforms (CPGRAMS, Poshan Tracker) and helplines (181, 1098, 14408) to access information, lodge complaints, and provide feedback.
* **Women:**
* *Impact:* Access to 24/7 support through the Women Helpline (181) in emergency and non-emergency situations.
* *Action Required:* Utilize the Women Helpline (181) for support when needed.
* **Children:**
* *Impact:* Access to 24/7 support through the Child Helpline (1098) in difficult circumstances and improved nutrition delivery monitoring.
* *Action Required:* N/A (Support provided through the Child Helpline (1098) and related systems).
* **Anganwadi Workers/Supervisors/Child Development Project Officers:**
* *Impact:* Enhanced monitoring and tracking capabilities through the Poshan Tracker, increased accountability, and a role in grievance redressal.
* *Action Required:* Utilize the Poshan Tracker for data collection, monitoring, and grievance resolution. Implement FRS for THR distribution from July 1, 2025.
* **State/UT Level Officers (including State Nodal Officers and Sanctioning Officers):**
* *Impact:* Increased visibility of pending grievances and responsibility for timely resolution.
* *Action Required:* Resolve grievances within 30 days and monitor the Poshan Tracker dashboard for grievance resolution.
Key Entities Referenced
Ministry of Women and Child Development: The Indian government ministry responsible for policies and programs related to women and children.
Centralised Public Grievance Redress and Monitoring System (CPGRAMS): An online platform for citizens to lodge grievances related to service delivery of Government of India ministries, departments and States.
UMANG: A unified mobile application for accessing various government services.
Department of Administrative Reforms and Public Grievances, Ministry of Personnel, Public Grievances and Pensions: Nodal agency to administer the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal and formulate policy guidelines for citizen-centric governance.
Women Helpline 181: A 24-hour toll-free telecommunication service to support women in both emergency and non-emergency situations, operating under Mission Shakti.
Child Helpline 1098: A 24x7x365 toll-free service for children in difficult circumstances, integrated with the Emergency Response Support System 112.
Mission Vatsalya: A Ministry of Women and Child Development initiative. The Mission Vatsalya portal contains information on cases reported through Child Helpline.
Poshan Tracker: An application used to monitor and track Anganwadi Centres, Anganwadi Workers, and beneficiaries on defined indicators under Mission Saksham Anganwadi and Poshan 2.0.
GOVERNMENT OF INDIA
MINISTRY OF WOMEN AND CHILD DEVELOPMENT
LOK SABHA
UNSTARRED QUESTION NO. 3337
TO BE ANSWERED ON 08.08.2025
DIGITAL GRIEVANCE REDRESSAL
3337. SHRI CHAVDA VINOD LAKHAMSHI:
SHRI RAMESH AWASTHI:
DR. HEMANG JOSHI:
Will the Minister of WOMEN AND CHILD DEVELOPMENT be pleased to state:
(a) the number of complaints registered on digital/mobile platforms to facilitate/improve
access of general public to information about the schemes;
(b) whether any steps have been taken to strengthen the grievance redressal and feedback
mechanism to ensure action on complaints;
(c) if so, the details thereof; and
(d) the details of the outcomes of the efforts made to promote participation of citizens
through digital means?
ANSWER
MINISTER OF STATE IN THE MINISTRY OF WOMEN AND CHILD DEVELOPMENT
(SHRIMATI SAVITRI THAKUR)
(a) to (d) Ministry of Women and Child Development through Centralised Public Grievance
Redress and Monitoring System (CPGRAMS) portal has received 15761 Public Grievances,
brought forward (previous pending) 414 grievances and disposed 15782 public grievances
during the last 2 years from 1st August 2023 to 31st July 2025.
Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online
platform available to the citizens 24x7 to lodge their grievances to the public authorities on any
subject related to service delivery. It is a single portal connected to all the Ministries/
Departments of Government of India and States. Every Ministry and States have role-based
access to this system. CPGRAMS is also accessible to the citizens through standalone mobile
application downloadable through Google Play store and mobile application integrated with
UMANG.The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID
provided at the time of registration of the complainant. CPGRAMS also provides appeal
facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.
After closure of grievance if the complainant is not satisfied with the resolution, he/ she can
provide feedback.
The Department of Administrative Reforms and Public Grievances, Ministry of Personnel,
Public Grievances and Pensions is the nodal agency to administer the Centralized Public
Grievance Redress and Monitoring System (CPGRAMS) portal and formulate policy
guidelines for citizen-centric governance in the country. Any grievance against any
Government organization in the country may be lodged here which will go to the
Ministry/Department/State Government concerned for immediate redress. Pendency of
grievances and quality of redressal of grievances at CPGRAM is regularly reviewed at higher
level.
Women Helpline (181) under Mission Shakti of the Ministry of WCD provides 24-hour
toll-free telecommunication services to support women in both emergency and non-emergency
situations. Through Women Helpline WHL, over 1.06 Cr. women have been assisted across
the country since the inception i.e. 01.04.2015 till 30.06.2025. The emergency response and
outreach service is also provided through Toll-free Child Helpline (#1098) which is a 24x7x365
service for children in difficult circumstances. It is integrated with the Emergency Response
Support System-112 (ERSS-112) Helpline of the Ministry of Home Affairs and Women
Helpline (181). Mission Vatsalya portal of the Ministry of Women and Child Development
contains information on cases reported through Child Helpline.
Ministry of Women & Child Development has also rolled out ‘Poshan Tracker’
application on 1st March 2021 as an important governance tool. The Poshan Tracker facilitates
monitoring and tracking of all Anganwadi Centres, Anganwadi Workers and beneficiaries on
defined indicators. IT systems have been leveraged to strengthen and bring about transparency
in nutrition delivery support systems at the Anganwadi Centres. Technology under Poshan
Tracker is also being leveraged for dynamic identification of stunting, wasting, under-weight
prevalence among children. It has facilitated near real time data collection for Anganwadi
Services such as, daily attendance, ECCE, Provision of Hot Cooked Meal (HCM)/Take Home
Ration (THR-not raw ration), Growth Measurement etc.
For last mile tracking of delivery of nutrition, Ministry has developed Facial
Recognition System (FRS) for the distribution of Take-Home Ration to ensure that benefit is
given only to the intended beneficiary registered in Poshan Tracker. FRS has been implemented
for strengthening accountability of field functionaries and empowering eligible beneficiaries
to receive their rightful entitlements. The FRS has been made mandatory for the distribution of
THR from 1st July, 2025.
To facilitate grievance redressal to citizens/beneficiaries under Mission Saksham Anganwadi
& Poshan 2.0, PM CARES & Pradhan Mantri Matru Vandana Yojana (PMMVY), the Ministryhas established a physical call centre with toll-free Helpline no 14408. The pending status of
grievances is also visible to District & State level Officers in their respective login of Poshan
Tracker. Grievances received on 14408 helpline are resolved by Call Center Executive or
transferred to the Anganwadi Worker/Supervisor/ Child Development Project Officer
concerned for redressal. These grievances can be seen and resolved by Anganwadi Workers in
Poshan Tracker application and in dashboard by Supervisors and Child Development Project
Officers. As of now, helpline is being used for Mission Poshan 2.0 (Inbound & Outbound calls),
PMMVY (Inbound calls) and PM CARES for children (Outbound calls).
Through PMMVY Helpline No.14408 – PMMVY Helpline Agents register the
grievance on the behalf of the applicant. The applicant receives an SMS after registration of
the grievance. Grievances registered on the redressal module are directly assigned to the
concerned functionaries in State/ UT. The applications pending at the level of State Nodal
Officer (SNO) are assigned to SNO. All other applications are assigned to the concerned
Sanctioning Officer (SO). States and UTs have been requested to resolve the grievances within
30 days.
******