Grievance

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform that enables citizens to lodge grievances relating to service delivery by public authorities. The platform is available round the clock and connects Ministries and Departments of the Government of India and State Governments through a system of role-based access.

Citizens can also access CPGRAMS through its mobile application, available on the Google Play Store, and through the UMANG platform.

Tracking a grievance and submitting an appeal

A unique registration number is generated when a grievance is submitted. Citizens can use this number to track the status of their grievance.

After the grievance is closed, the complainant may provide feedback on the response. If the complainant assigns a “Poor” rating, the platform provides an option to submit an appeal. The appeal can be tracked using the grievance registration number.

Matters outside the scope of CPGRAMS

The following matters are outside the scope of CPGRAMS:

• Matters relating to the Right to Information (RTI) Act.
• Court-related or sub judice matters.
• Religious matters.
• Suggestions.
• Grievances of government employees relating to service matters, including disciplinary proceedings, unless the prescribed departmental channels have first been exhausted, in accordance with DoPT Office Memorandum No. 11013/08/2013-Estt.(A-III) dated 31 August 2015.

AirSewa is an initiative of the Ministry of Civil Aviation, Government of India, that provides a common platform for air passengers to submit grievances relating to air travel and access flight information. It is available through a web portal and mobile applications for Android and iOS.

AirSewa supports communication between passengers and aviation stakeholders and provides access to flight status, schedules and airport information.

Key features

• Grievance management: Passengers and the stakeholders concerned can communicate through the platform regarding the grievance and its resolution.
• Flight information: Passengers can access flight information and track flight status.
• Grievance escalation: A grievance may be escalated if the passenger is dissatisfied with the resolution provided by the nodal officer or if the time limit configured for the relevant grievance category, subcategory or type has elapsed.
• Grievance transfer: A grievance may be transferred to another nodal authority where action is required by a different entity.
• Public feedback: Users can submit views on discussion topics initiated by the Ministry of Civil Aviation.
• Airfare grievances: A dedicated “Air Fare” grievance type enables passengers to raise concerns relating to excessive airfares.
• International airline grievances: The “International Airline” grievance type under the Directorate General of Civil Aviation (DGCA) category enables passengers to submit complaints relating to international flight operations for routing to the appropriate authority.

The Passenger Assistance Control Room (PACR) was operationalised in the Ministry of Civil Aviation on 10 December 2025 to support real-time monitoring of aviation operations and prompt redressal of passenger grievances.

Located at Udaan Bhawan, New Delhi, PACR functions round the clock. It brings together representatives of the Ministry of Civil Aviation, DGCA, the Airports Authority of India (AAI), airlines and other stakeholders to coordinate passenger assistance and grievance resolution.

AirSewa is integrated with PACR. The control room continuously monitors grievances received through AirSewa, email, social media and telephone calls to facilitate timely action by the stakeholders concerned. Complaints are also received through physical letters.

From its launch to August 2026, more than 93,000 passenger grievances were resolved through the integrated PACR and AirSewa mechanism.

Contact PACR

Telephone: 011-24604283 / 011-24632987

How passenger grievances are handled

1. Receipt and monitoring: PACR receives passenger grievances through telephone calls, email, physical letters and social media. The team uses QuickMetrix, a social media monitoring tool, to identify posts mentioning the Ministry’s official social media handles or predefined aviation-related keywords.
2. Preliminary examination: Posts are assigned to PACR operators for examination. Posts that do not require action are closed with appropriate remarks.
3. Verification of information: For complaints requiring action, the operator checks whether the necessary details are available. If information is incomplete, the passenger is contacted for the required details.
4. Referral for action: Once the necessary information is available, the complaint is forwarded to the airline representative concerned at PACR for action.
5. Monitoring: Supervisory officers from the Ministry and AAI monitor progress and follow up with the stakeholders concerned to facilitate timely resolution.
6. Communication and closure: The action taken is communicated to the passenger through the appropriate channel. The complaint is then closed, and its details are retained for monitoring and record purposes.

The Vigilance Unit is the nodal unit for vigilance matters in the Ministry of Civil Aviation and for coordination with organisations under its administrative control.

The Unit is headed by a Joint Secretary designated as the Chief Vigilance Officer (CVO). The CVO is assisted by a Director, an Under Secretary and a Section headed by a Section Officer. Organisations and attached or subordinate offices under the Ministry have their respective vigilance arrangements and work in coordination with the Ministry’s Vigilance Unit.

Objectives

The Vigilance Unit seeks to prevent corruption and malpractice, promote integrity in public administration and strengthen transparency in decision-making. It supports officers in taking fair and reasoned decisions, encourages adherence to prescribed procedures and promotes an ethical work culture.

Its work covers three broad areas: Preventive vigilance, Punitive vigilance, and Surveillance and detection.

Role of the Chief Vigilance Officer

The CVO advises the Head of the Ministry or organisation on vigilance matters and acts as the nodal officer for coordination with the Central Vigilance Commission (CVC) and the Central Bureau of Investigation (CBI).

Preventive vigilance

• Reviewing procedures and practices to identify areas requiring modification or simplification.
• Identifying the causes of administrative delays and recommending measures to reduce them.
• Reviewing regulatory functions and the manner in which they are performed to identify scope for improvement.
• Promoting transparent and fair exercise of discretionary powers in accordance with prescribed guidelines.
• Making procedures easier for citizens to understand and use.
• Identifying sensitive posts and areas vulnerable to corruption, promoting the posting of officers of proven integrity and ensuring periodic rotation in accordance with applicable instructions.
• Establishing clear internal processes, responsibilities and controls.
• Ensuring that manuals on procurement, contracts, recruitment and other important functions are maintained, updated and aligned with applicable government and CVC instructions.
• Developing an effective whistleblower mechanism and using technology to strengthen preventive vigilance.
• Monitoring compliance with conduct rules relating to assets and acquisitions, gifts, employment or business activities of relatives and other integrity-related requirements.
• Scrutinising immovable property returns in accordance with prescribed requirements and monitoring suspected benami transactions.
• Examining internal audit reports, statutory audit reports, reports of the Comptroller and Auditor General of India and inspection reports for vigilance-related issues.
• Conducting regular and surprise inspections to identify procedural weaknesses and suspected malpractice.
• Maintaining and reviewing the Agreed List and the list of officers of doubtful integrity in accordance with applicable instructions.
• Organising Vigilance Awareness Week in accordance with the CVC’s directions.
• Advising disciplinary and appellate authorities on vigilance matters within the applicable framework.

Punitive vigilance

• Ensuring prompt processing of vigilance cases at every stage and examining whether a case involves a vigilance angle.
• Ensuring that charge sheets, statements of imputations and lists of witnesses and documents are prepared carefully and supported by relevant records.
• Facilitating the supply of documents and witness statements in accordance with the applicable procedure.
• Ensuring timely appointment of Inquiry Officers and Presenting Officers and prompt transmission of the required records.
• Monitoring inquiries to prevent avoidable delays while ensuring a reasonable opportunity of defence.
• Processing inquiry reports promptly for consideration and final orders by the disciplinary authority.
• Scrutinising orders of subordinate disciplinary authorities to examine whether review is warranted.
• Providing appropriate assistance to the CBI in investigations and coordinating action relating to court proceedings in vigilance cases.
• Consulting the CVC at the prescribed stages and submitting the required returns promptly.
• Reviewing the adequacy of vigilance arrangements in the Ministry and its subordinate offices.
• Monitoring cases involving officials approaching retirement to prevent delay, loss of records or failure to implement orders within the prescribed time.
• Coordinating meetings with the CVC, CBI, Heads of Organisations and CVOs to review vigilance issues and remedial measures.

These guidelines outline expected standards of official conduct. Employees should follow the conduct rules, disciplinary rules, standing orders and instructions applicable to them.

Expected conduct

• Maintain integrity, impartiality, professional competence and devotion to duty.
• Perform assigned duties conscientiously and contribute to the organisation’s objectives.
• Treat citizens, colleagues and subordinates with courtesy and fairness.
• Take reasoned decisions and record the grounds for advice or action clearly on the relevant file.
• Carry out lawful instructions issued by the competent authority.
• Seek permission before leaving headquarters wherever required and keep the supervisory authority informed of official movements.
• Acknowledge errors promptly and take appropriate corrective action.
• Keep personal interests separate from official responsibilities.
• Submit claims on time after verifying their accuracy, and date all signatures and initials.
• Protect government property and use official accommodation, vehicles, telephones and other facilities only for authorised purposes.
• Make the prescribed disclosures regarding family members engaged in trade, business, insurance or commission-based activities.
• Report insolvency proceedings or a declaration of insolvency to the competent authority as required.
• Comply with applicable laws and rules, including those relating to bribery, dowry, marriage and prohibited substances.

Conduct to avoid

• Negligence, lack of devotion to duty or arbitrary decision-making.
• Decisions influenced by personal preferences, prejudice, pressure or vested interests.
• Undue reliance on others in place of exercising the judgement and responsibility required of the post.
• Participation in demonstrations involving incitement to an offence.
• Conduct in public or private life that breaches applicable conduct rules or brings disrepute to the organisation.
• Circumvention of rules or procedures to secure an undue advantage.
• Living beyond one’s means, habitual indebtedness or accepting obligations that may compromise official independence.
• Financial transactions, directly or through family members, that create an obligation to persons with whom the employee has or is likely to have official dealings.
• Unauthorised disclosure of official information or confidential business information.
• Misuse of official position or influence to obtain an advantage or secure employment for relatives or other persons.
• Acceptance or solicitation of undue favours, gifts or benefits.
• Backdating minutes, signatures or other official records.
• Misuse of government facilities, including unauthorised subletting of allotted accommodation.
• Bringing cameras or weapons into Ministry or organisation premises contrary to applicable security instructions.

Employees should decline improper requests politely and firmly and report integrity-related concerns through the prescribed channels.

Vigilance is a management responsibility shared by all supervisory officers. Effective supervision, clear procedures and timely decisions help prevent corruption and misuse of resources.

Responsibilities of supervisory officers

• Maintain integrity and assess their own conduct and professional responsibilities periodically.
• Approach allegations objectively and avoid prejudging an employee’s conduct.
• Verify specific allegations and collect relevant oral and documentary evidence fairly.
• Develop reliable information channels and conduct regular and surprise checks in sensitive areas.
• Visit locations where members of the public interact with officials to identify service-related difficulties and possible malpractice.
• Monitor integrity concerns through prescribed procedures and take timely action where warranted.
• Prescribe and enforce reasonable timelines for processing receipts, files and other work.
• Define employees’ duties and responsibilities clearly.
• Ensure compliance with rules relating to assets, acquisitions, gifts, benami transactions and employment of relatives in entities having official dealings with the organisation.
• Assess integrity and provide the prescribed certification when recommending employees for promotion.
• Maintain an effective system for prompt examination of complaints.
• Protect official information against unauthorised disclosure or sale and make information available to the public in accordance with applicable requirements.
• Identify cumbersome procedures and recommend improvements.
• Prevent pilferage, waste, leakage of information and misuse of resources.
• Complete investigations objectively and without avoidable delay, in coordination with the Vigilance Unit.
• Display information on reporting corruption, including the relevant contact details, in accordance with applicable CVC instructions.