Pakistan Citizen Portal Resolves Nearly 6 Million Public Complaints
The Pakistan Citizen Portal has registered more than 6.05 million public complaints since its launch. Official data shows that authorities resolved nearly 5.97 million complaints, achieving an overall resolution rate of about 98.7 percent. The platform allows citizens to submit complaints, share feedback and communicate directly with government departments. It also lets users track the progress of their cases in real time, making public service delivery more transparent and accessible.
Portal improves complaint resolution and transparency
The National Information Technology Board (NITB) developed the Pakistan Citizen Portal using data support from the National Telecommunication Corporation (NTC). The platform aims to improve transparency, accountability and coordination among government institutions. Therefore, citizens can report issues more easily while departments can respond faster.
According to official figures, the portal has received 6,052,791 complaints. Authorities resolved 5,974,343 of those cases. Meanwhile, the system recorded 66,161 new complaints, while 12,287 cases remain under process. The report also shows that officials escalated 11,350 complaints, and 30,937 cases reached the super-escalation stage for further review.
Feedback highlights service performance
The report shows mixed public feedback on complaint handling. Around 1,689,301 users expressed satisfaction with the way authorities handled their complaints. However, 1,922,472 users reported dissatisfaction. In addition, officials issued 3,976 warnings during the complaint management process to improve accountability.
The Pakistan Citizen Portal also received 3,611,777 feedback submissions. Authorities resolved 1,167,361 feedback cases and partially resolved another 607,401. However, 1,837,005 feedback submissions remain unresolved. Despite these figures, the report says the portal has strengthened e-governance by improving coordination between government departments. As a result, it has reduced manual intervention, improved service efficiency and provided citizens with a more effective digital platform for resolving public service issues.
