Prime Minister Imran Khan on Wednesday directed federal ministries to link all existing complaint management systems of government organisations with Pakistan Citizen Portal (PCP), a notification issued by the Prime Minister’s Office on Tuesday stated.
According to the notification, initially, 33 grievance cells of federal ministries would be linked with the centralised complaint system.
Prime Minister's Performance Delivery Unit (PMDU) had been directed to determine modalities in consultation with all concerned organisations, chalk-out integration plans and get it completed within 60 days.
Currently, a number of complaint cells/systems are operational under the federal government, the notification said. It added that there is a dire need to have a universal system with multi-faced integrated and connectivity features for a comprehensive and integrated global grievance redressal mechanism.
Under the new complaint system, confusion on part of the citizens due to multiple complaint cells would be avoided. All complaints would be processed in real-time. Manual processing of complaints would be avoided to possible level and citizens would get one window system-based information about the status of their complaints.
The factor of neutrality and third party evaluation would also be there under the new system whereas duplication of complaints would be avoided which would save time and resources. 
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