Comprehensive Guide: Submitting Public Transport Complaints in Pakistan (2025)

(Covers Punjab Metrobus, Karachi Green Line, Daewoo, and Provincial Systems)

"In 2025, your transit complaint fuels system reform—lodge it right, and watch accountability move faster than rush-hour traffic."

Complaint Channels by Service

1. Punjab Metrobus (Lahore/Islamabad-Rawalpindi)

Online:

• Facebook: Message Punjab Masstransit Authority with details (e.g., station, bus number, issue).
• PMA Portal: Use the Punjab Citizen Portal app → Select "Transport" category.

In-Person:

• Visit station managers at major hubs (e.g., Qaddafi Station, Lahore; Secretariat Station, Islamabad).

Key Issues Addressed:

• Metro card shortages (report via Facebook).
• Escalator/AC failures (e.g., Kamahan Station).

2. Karachi Green Line & BRT

TransKarachi GRM Portal:

• Visit transkarachi.pk/grm → Fill grievance form.
• Upload evidence (photos/videos; max 30 MB).

Contact:

• Email: [email protected]
• Phone: 021-111 544 278.

LOT-Specific Offices:

• LOT-1 (Airport-Mosmiyat): Opposite CP-6 Masjid, Aisha Road.
• LOT-2 (Mosmiyat-Numaish): Bagh Jinnah, Old Aladin Park.

3. Daewoo Express Nationwide

Terminal Complaints:

• Visit any terminal (e.g., Lahore: Tokhar Niaz Baig; Karachi: Suhrab Goth) → Lodge with station manager.

Helplines:

• Lahore: 042-37498515
• Islamabad: 051-5466215
• Karachi: 021-6830082.

Head Office:

• 231-A Ferozepur Road, Lahore → Escalate unresolved issues here.

4. Provincial Bus Services (e.g., Faisalabad, Peshawar)

• Peshawar BRT: Use KPPOLICE Online Portal → Select "Transport".
• Sindh Peoples Bus: WhatsApp 0311-011-1107 with bus number + route details.

Critical 2025 Updates & Pro Tips

• Punjab Metrobus Solarization: Report station power failures via Facebook → Prioritized fixes during solar upgrades.
• Karachi’s 24-Hr Rule: Green Line complaints must include timestamped evidence for swift action.
• Daewoo’s Silent Issue: Overcrowding? SMS bus number + route to 3434 (nationwide).
• Avoid Delays: For broken ACs/escalators, tag @PunjabMasstransit on Twitter + PMA Facebook.

Complaint Template for Maximum Impact

Subject: [Service] Complaint - [Issue] at [Location]
Body:
- Bus/Terminal: __________
- Time/Date: __________
- Issue: (e.g., "No metro cards at Islamabad station since 10 Aug")
- Evidence: Attach photo/video
- Demand: (e.g., "Restock cards by 25 Aug")

Example: "Green Line Complaint - Broken ticketing machine at Numaish Station on 19 Aug, 10:30 AM. Demand: Repair in 48 hrs."

Response Timelines & Escalation

| Service | Initial Response | Escalation Path | | ------------------- | ---------------- | ------------------------------------------------------- | | Punjab Metrobus | 48 hours | PMA Secretary Office (042-111-000-432) | | Karachi Green Line | 24 hours | ADB Project Team Islamabad → [email protected] | | Daewoo | 72 hours | Head Office Lahore → 042-111007008 |

When All Else Fails: Nuclear Options

• Pakistan Citizen Portal (PCP): File complaint → Tag "Chief Secretary Punjab/Sindh".
• Ombudsman: For theft/harassment: Submit at Provincial Mohtasib office with PCP token.
• Media Leverage: Tweet #PunjabMetroFail or #GreenLineChaos with evidence → Forces public response.

One-Screen Cheat Sheet

1.  **Punjab Metrobus**:
    - FB: @PunjabMasstransit → Message issue
    - Station: Report to manager (e.g., Qaddafi Station)
2.  **Karachi Green Line**:
    - Portal: transkarachi.pk/grm → Upload proof
    - Call: 021-111 544 278
3.  **Daewoo**:
    - Visit terminal (e.g., Lahore: Tokhar Niaz Baig)
    - SMS bus issues to 3434
4.  **Stuck?** Escalate via Pakistan Citizen Portal

"Your silence maintains broken systems; your complaint rebuilds them." Share this guide—equip fellow commuters to demand dignity!