KARACHI:
When citizens report a broken streetlight, a damaged road, a water shortage or any other public service problem, they expect their complaint to lead to action. Yet, making a complaint is not always the end of the problem. Without a clear response or information about progress, people may be left wondering whether anyone has even considered their concern.
A complaint system is useful only when it connects citizens with those responsible for solving the problem. Simply providing a telephone number or an online form is not enough. People need to know that their complaints have been received, who is responsible for addressing them, and how long a response is likely to take.
Public departments should introduce simple systems that provide a reference number for each complaint and allow residents to track its progress. They should set reasonable deadlines, explain delays, and publish regular information about the complaints resolved.
An accessible option should also remain available for people who cannot use digital services. Citizens, too, should provide accurate information and report genuine problems through the proper channels. But public institutions must recognise that accountability works both ways.
People have a responsibility to raise concerns honestly, and authorities have a responsibility to respond. A responsive complaint system can build trust between citizens and the institutions that serve them. It can also help authorities identify repeated problems before they become more serious.
Amina Kashani
Jusak
