📅 Updated for 2026 – Step-by-Step Process

The Pakistan Citizen Portal is the official government complaint system launched under the Prime Minister’s Office. It allows Pakistani citizens to submit complaints directly against federal and provincial departments — online and free of cost.

This guide explains how to register, file a complaint, track status, and escalate your case properly.

🧠 1️⃣ What Is Pakistan Citizen Portal?

It is a digital grievance redressal system where citizens can:

✔ File complaints against government departments
✔ Report corruption or misconduct
✔ Request service-related corrections
✔ Track complaint status
✔ Appeal if not satisfied

Departments include:

• NADRA

• Police

• Municipal authorities

• Electricity companies

• Passport office

• Revenue departments

• Provincial governments

📲 2️⃣ How to Register on Pakistan Citizen Portal

You can register using:

✔ Mobile App (Recommended)

Available on:

• Google Play Store

• Apple App Store

Search: Pakistan Citizen Portal

🪜 Step-by-Step Registration

1️⃣ Install the app
2️⃣ Open the app
3️⃣ Click Register
4️⃣ Enter:

• Full Name

• CNIC Number

• Mobile Number

• Email Address

• Province & City

• Create Password

5️⃣ Verify via SMS or Email
6️⃣ Login to your account

📝 3️⃣ How to File a Complaint (Step-by-Step)

Once logged in:

🪜 Filing Process

1️⃣ Tap “Add Complaint”
2️⃣ Select:

• Government Level (Federal / Provincial)

• Relevant Department

• Complaint Category

3️⃣ Write complaint details clearly
4️⃣ Upload supporting documents (optional but recommended)
5️⃣ Submit complaint

You will receive:

✔ Complaint ID
✔ Tracking number
✔ SMS confirmation

✍️ 4️⃣ How to Write a Strong Complaint (Important)

For faster resolution:

✔ Be clear and factual
✔ Mention dates and locations
✔ Include reference numbers (if any)
✔ Attach screenshots/documents
✔ Avoid abusive language

Example structure:

• What happened

• When it happened

• Who is responsible

• What action you want

📊 5️⃣ How to Track Complaint Status

Steps:

1️⃣ Open app
2️⃣ Go to My Complaints
3️⃣ Select your complaint
4️⃣ View current status

Common statuses:

⚖️ 6️⃣ Not Satisfied? How to Escalate Complaint

If your complaint is marked resolved but problem remains:

🪜 Escalation Process

1️⃣ Open complaint
2️⃣ Click “Not Satisfied”
3️⃣ Add explanation
4️⃣ Submit review

Your case will move to higher authority.

⏳ 7️⃣ How Long Does Resolution Take?

Typical resolution time:

✔ 7–30 days (depending on department)
✔ Urgent issues may be faster
✔ Complex cases take longer

🚫 8️⃣ Common Reasons Complaints Get Rejected

❌ Wrong department selected
❌ No proper details
❌ False information
❌ Abusive language
❌ Duplicate complaint

Always select the correct department carefully.

📌 9️⃣ Which Departments You Can Complain Against?

Examples:

• NADRA

• Police

• Excise & Taxation

• Electricity Distribution Companies

• Passport & Immigration

• Municipal Corporations

• Provincial Education Departments

Both federal and provincial departments are covered.

🛡️ 1️⃣0️⃣ Is Pakistan Citizen Portal Safe?

✔ Yes, it is an official government system
✔ Data is secured
✔ Complaints are tracked digitally
✔ Identity remains protected from public

❓ 1️⃣1️⃣ FAQs – Pakistan Citizen Portal

Q1: Is there any fee?
❌ No — completely free.

Q2: Can overseas Pakistanis use it?
✔ Yes — overseas category available.

Q3: Can I file multiple complaints?
✔ Yes — but avoid duplicates.

Q4: Can I delete a complaint?
❌ No — once submitted, it stays in system.

Q5: What if department ignores complaint?
➡ Escalate using “Not Satisfied” option.

🏁 Final Advice

The Pakistan Citizen Portal is one of the most effective digital complaint systems in Pakistan — but it works best when:

✔ Complaint is properly written
✔ Correct department selected
✔ Evidence is attached
✔ Follow-up is done regularly

💬 Roman Urdu Tip:
“Complaint likhtay waqt ghussa nahi — facts likhein, dates likhein, aur proof attach karein.”