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Pakistan Citizen Portal: How to File Complaint?

While it’s a wonderful idea to connect citizens with different departments and authorities in the country through Pakistan Citizen Portal for resolving their problems, it is equally essential to make the whole process a success. 

Pakistan citizen portal or some would call it the prime minister portal, was established in 2018 by the PTI government with a vision to give Pakistanis a medium to lodge complaints to a central portal that will redirect the issues to relevant authorities.

More like a mission statement for Imran Khan, the prime minister’s citizen portal has this mandate to ensure those complaints are timely resolved.

How does Pakistan Citizen Portal work?

Although the Pakistan citizens’ portal has a website, you cannot contact them through any helpline number or a contact us page.

It only works through a mobile app you can download from Google Play, Apple Store, or Huawei AppGallery.

How to register yourself on Pakistan Citizen Portal?

Once you download the app from the respective app store, the rest is simple as per the following steps.

  1. Register yourself with your CNIC and mobile number. 
  2. You should receive a verification SMS and email on the way to register your ID.
  3. Once the process is done, you are ready to file a complaint through the citizen portal mobile app.

You can not only register your complaints, the app also gives you a way to forward your suggestions about the working and betterment of different departments and provincial governments.

If you face a problem at the time of registration, here is a video to help you guide you through the process.

To file a complaint, tap on the complaints icon, one of three buttons on the app’s home page, and press the “+” sign to start the process.

Next, the citizen portal app will show you a list of government departments that you need to scroll up and down to find the most relevant department you want to access to file the complaint.

pakistan citizen portal complaint

For example, if someone is cyberbullying you or your friend or committing fraud, you would most probably tap on FIA/Cyber Crime menu and select the CyberCrime option on the next page. It will lead you to open a form you can use to provide all the details you have along with any evidence in the shape of an image, video, or audio file.

Pakistan citizen portal app needs an active GPS, so it locates your position right away when filing the complaint. So be careful with what you send over there, as sending the wrong information may land you in hot waters.

Is the Citizen Portal effective?

The official stats from the Prime Minister’s Performance Delivery Unit, the governing body of citizen portal, disclosed that it had received more than 4.4 million complaints from local and ex-pat Pakistanis of various natures concerning different departments.

Out of the total, 215,000 complaints were lodged by overseas Pakistanis.

PM’s unit also revealed that 45% of citizens had shown their satisfaction over the process.

Problems with citizen portal app

The government’s statistics seem overwhelming; several Pakistanis, including the ex-pats, have shown dissatisfaction on the following grounds.

  1. The app is too bulky and sluggish. It doesn’t load all the time.
  2. Those who have lodged complaints, again and again, haven’t heard back from relevant authorities.
  3. Complaints are closed without notifying the complainant and without fixing the issue.
  4. Mostly, complaints are forwarded to government departments where officers don’t attend.
  5. Despite tons of bad reviews on the Play Store and Apple Store, no one from the authorities or admin side engage with the citizens.
  6. No matter how the media reports, the official website of the citizen portal doesn’t feature a single success story.
  7. Citizen portal app is buggy and the registration process is too complicated.

16 thoughts on “Pakistan Citizen Portal: How to File Complaint?”

  1. I put my complaint on this portal about the builder nova islamabad. Instead of dealing with the matter the portal closed my file by saying builder will pay if you ask for money and closed the case. Is that a joke. Now builder is NOT responding either. Its the owner of nova himself whose playing games with me despite all my efforts

  2. FOR THE EYES OF PRIME MINISTER IMRAN KAHN THE GREAT LEADER OF ISLAMIC UMMAH.. ..(I m your distant cousin (Sharmankhel) based in Dubai since 1970
    I am a veteran journalist (started my career in 1967 with Pakistan Times,as Distt Correspondent President Ayub Khan sent to American University of Beirut for Masters in Mass Comm. I was based as the first accredited journalist in the Middle East, in 1978 joined Khaleej Times, Dubai as a founding Editor.IN 2017 former Finance Minister Ishaq Dar while secretly involved with IMF big-wigs in Dubai and Pak Consulate held a limited & fake press Briefing which I also attended I as a competent media person put a question to him his facial impression turned red and immediately after it he shouted at me in presence of Sardar Abdul Whaid the then Press Counsellor & instructed him pointing at me to “fix him up” I was declared as “Persona Nongrate” of the result of which my passport was refused to renew and kept me under investigation it was renewed. Then came to new Press Consular Ashiq H Sheikh and now his predecessor(Some Shazia) was also approached through email to redress my above grievance. But she tried to intimidate through “some unconcerned elements)I through Irfan Ehsan(Express Lahore)Mazhar Barlas(Jang Rawalpindi)Ali Raza Alvi(Sec PFUJ Afzal Butt (RUJ), some members of NationallPress Club Islamabad,& Lahore Press Club, but As my cast is “Niazi” the residuals of Nawaz League sitting as its well-wishers want to show their powerful existence in Press Information Department Islamabad. It’s now a “TEST CASE” for you Mr. Prime Minister & simultaneously an “SOS Save our Souls message)by an “Undaunted Niazi) 6 years back I was awarded an “appreciation commandment “by the then Pak Ambassador HE Jameel Ahmed Khan. Tariq Khan Niazi former Media Advisor SA President Nelson Mandela, Former Bureau Chief for the Middle East, daily Nawa-i-Waqt, Funding news Editor daily Khaleej Times, Editor in charge “Overseas Pakistanis Edition from Nawa-i-Waqt Lahore, Founding Chairperson Solidarity Overseas Pakistanis (3 crores overseas Pakistanis singular and largest effectively operational and visionary Organization with its 90 effectively operational cHAPTERS world wide. established in Canada in 2000

  3. AOA I am a special (Disabled) person i have completed Master,s, B.ed , M.ed Special Education but still jobless our GOVT is not helpful for disabled ,we are also humans but no one understand we need good jobs ,not need 2000 only, we r not baggers we r also educated Alhumdulillah govt should take action please . where r 2 cror jobs nd houses PM sb??

  4. It was very difficult to register myself on this app. It frankly took me more than an hour with around 100 attempts to register myself. Today I am trying to register a complaint but it says “Unable to register your complaint. Try again” I am trying again and again for the last 15 odd minutes. If you cannot do anything, just pray for me!

  5. i am sick and tired to down load and use the application,first it is very difficult to register yourself on this app the computer will say some thing went wrong, then if you want to lodge a complaint,the computer will reply user not in use,please make it user friendly,otherwise it is useless and fraud.

  6. I tried to register with my CNIC details and app provided me an information that you have already registered, I don’t who registered with my CNIC on this portal? Whom to contact?

    1. Mohammad Akram Bhatti

      I am really fed up trying to get the portal and register my complaint. The best system was of Punjab Chief Minister Complaint Cell. Very friendly use, although the team was not not responding on time but portal to register the complaint was easy. Imran Khan please revise it and leave msg in simple words i.e. “OCP” then let the system to facilitate to input the data step by step. Believe me overseas are fed up with this portal.

  7. ASKAMULIKUM ALLAMA IQBAL WO ZAMANAY MAIN MOZIZ THAY MUSLANA HO KAR
    AUR HUM KHAWAR HOWAY TARKAY QURAN HO KAR
    I AM AMJAD MUGHAL FROM ISLAMABAD MAIN WRITER POET KALAM NIGAR BI HON 5 SAL SOUTH KOREA AND MALAYSIA B RAH KAR AYA HO PRIME MINISTER SAHIN IMRAN KHAN SAHIB KO NAZAM KI TABDELI AUR HOW WE CAN CHANGE THE SYSTEM PAR QURAN O SUNAT PAR AIK TAHRER SEND KI THE US KA KOI GAWAB NAI MILA ISLAMI STATE MAIN EVERY PERSON HAVE EQUAL RIGHT BUT HAMAIN POLICE STATION HON ADELTAIN HON BAROZGARI KYOOO WHO IS RESPONSIBLE MAIN NAY SUPREME COURT MAIN BOT SAY PTI MEMBERS KO WRITING DI THE NAGAR US KA REPONSE NIE AYAA KIA MADINAY KI RAYASTA MAIN ASA HOTA THE. MAIN APPP KO JO TAHREE LIKI HAY WO SEND KARNA CHATA HONN IMRAN KHAN SAHIB KAY PAS USAY PONCHA DAIN THANKS

    1. Mudassar Jehangir

      Many of the people are complaining about this. So far the known reason is the too much load that is not being entertained by the portal.

      1. Mohammad Akram Bhatti

        I don’t think this is the case. The portal has been introduced without trial to the previous government that we are supper and cares of the nation. While ago I have tried and system is showing different msgs i.e. NO RESPONSE FROM THE SERVER AND “YOUR PASSPORT IS ALREADY ENTERED” YOUR ID IS ALREADY IS NOT ENTERED” I request to Imarn Khan to suspend it until you are sure that this will work well up to the people satisfaction. or get help from the Punjab Chief Minister complaint cell.
        Copying the good task is not bad think. I had entered some complaints with Punjab Chief Minister Complaint Cell and all were entertained well and quick. But you your portal until today we are totally confused.

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