Meghalaya Public Grievance Redressal And Monitoring System (MegPGRAMS) is an integrated, web based application which primarily aims at grievance redressal and monitoring. The portal allows submission of grievances by the aggrieved citizens from anywhere and at any time on (24x7) basis. SMSes and Sandes messages are sent as instant alerts/notifications to the Public Grievance Redressal Officer (PGRO) of Departments and citizens, this will help in the speedy redress of their grievances.
Citizens can submit grievances directly through the online form in the portal or through Whatsapp messaging, In the Case of grievances related to National Food Security Act (NFSA), they may lodge their grievances through the dedicated Call Centre of the Government of Meghalaya. An acknowledgement in the form of an SMS/Sandes Message alert is sent to the complainant on successful registration of the complaint, a corresponding SMS/Sandes Message alert is sent to the respective PGRO, so that he can redress the grievance as soon as possible. Citizens can view the status of the grievances from the online portal, they can send reminders and they are able to see the progress of their redressal, and have immediate access to all communication from the departments they are having a complaint with through this system, all this can be done by entering the grievance registration number while checking the status.
The Public Grievance Redressal Officer (PGRO) of each organisation has access to a dashboard which shows the status, of New, Pending, Disposed Grievances, A Bar-Chart Showing the Statistics of that particular Organization is also simultaneously being shown. Depending on the availability of infrastructure Login credentials for the organisation units can be created down the hierarchy, So that grievances can be marked directly to them. PGROs can seek clarifications from complainants, they can send intermediate replies through the online system, and final replies can also be sent directly through this system. Subordinate organisations can submit action taken reports.