With 91% resolution rate, Pakistan Citizen Portal becomes 'voice of people'

A total of 1.65 million complaints have been received from over 1.3 million registered members thus far

ISLAMABAD: With a complaint resolution rate of 91.32%, the Pakistan Citizen Portal (PCP) has become the most effective tool in redressing public complaints, becoming a true voice of the people.

A total of 1,653,045 complaints have been received from over 1.3 million registered members thus far. Out of these, 1,552,529 (93.92%) were originated from in-land, 94,880 (5.74%) from overseas Pakistanis and 5,636 (0.34%) by the foreigners.

Appreciating its utility and effectiveness, people from all walks of life can be found on the registered members’ list of the portal.



According to the latest data contained in a press release shared by the PM Office on Saturday, out of 1,397,537 registered members of the PCP, 48,349 are students, 34,995 businessmen, 33,277 engineers, 20,025 civil servants, 16,437 teachers, 14,579 from corporate sector, 9,542 belong to the armed forces, 8,816 doctors, 6,841 social workers, 4,616 lawyers, 2,990 senior citizens/retired, 2,615 political workers, 2,309 journalists and 1,695 persons belong to the NGO sector.

Province wise break-up showed that 726,133 (43.93%) complaints originated from Punjab with 686,283 successfully resolved.

Out of 564,207 complaints related to the federal government, 527,779 have been resolved. A total of 189,425 out of 201,177 complaints from Khyber-Pakhtunkhwa, 12,931 out of 15,316 from Balochistan and 86,404 (62.6%) complaints out of 137,946 from Sindh were resolved till date, the press release further added.



The data showed that so far, 11,151 complaints have been received from over 2,300 journalists who are registered members of the citizen portal. Out of these 11,151 complaints, 10,203 have been resolved with 91% resolution rate.

Pakistan Citizen Portal crosses 100,000 resolved complaints mark: PM

Out of 11,151 complaints, 5,363 complaints related to Punjab, 4,071 federal government, 1,002 Khyber-Pakhtunkhwa, 543 Sindh, 83 Balochistan, 82 Islamabad Capital Territory, 5 Gilgit-Baltistan and 2 complaints were related to government of Azad Jammu and Kashmir (AJK).



Category-wise complaints status data stated that out of total 1,653,045 complaints, 3,40,339 related to municipal services, 2,99,701 energy and power, 1,79,004 education, 1,32,161 human rights, 1,01,153 law and order, 97,764 health, 60,858 communication, 60,605 transport, 60,496 development projects, 60,207 land and revenue, 52,427 overseas Pakistanis, 47,293 media cybercrimes, 28,450 excise and taxation, 18,400 environment and forests, 18,063 investment, 16,639 NADRA, 14,435 licenses and certificates, 13,867 agriculture, 11,784 immigration and passports, 11,168 youth affairs, 4,624 FBR, 3,194 disaster emergency, 573 poverty alleviation and social safety, 414 banking and 277 related to SECP.

Top ten officers with successful resolution of the complaints were MD SNGPL with 93836 resolutions, CEO MEPCO (38,434), Complaint Manager IESCO (27,616), CEO PESCO (22,406), CEO FESCO (21,331), Chairman PTA (14,250), CEO GEPCO (13,311), CEO HESCO (12,976), Governor State Bank of Pakistan (11,804) and CEO SEPCO with 10,255 resolved complaints.

The officers with highest number of super-escalated complaints had been Municipal Commissioner District Municipal Corporation Karachi East with 4,942 complaints, Superintendent Engineer, East, Karachi Water & Sewerage Board (3,775), Municipal Commissioner DMC Korangi (3,018), Ombudsman, Provincial Ombudsman (Mohtasib) (2,849), Kamyab Jawan Department National Bank of Pakistan (2,279), Municipal Commissioner DMC Karachi West (2,007), Superintendent Engineer South, Karachi Water & Sewerage Board (1,665), Municipal Commissioner Hyderabad Municipal Corporation (1,519), Regional Transport Authority Karachi (718) and Municipal Committee Qasimabad District Hyderabad with 654 complaints.



Super-escalated complaints are the ones which remained unresolved beyond specified time limit.

The Pakistan Citizen Portal was established on the direction of Prime Minister Imran Khan to create a robust link between the government and the people of the country.

The portal had enabled the citizens to highlight their issues and seek intervention at the highest level for their resolution. While encouraging people to utilise this facility, Prime Minister Imran had also made it very clear that no leniency would be shown to any government officials who neglected their duty in addressing complaints reported on the portal.