Lifestyle
How to Submit a Complaint on Pakistan Citizen Portal (2025 Guide)
By Huzi
Complete walk-through: register, submit, track, and escalate—without leaving your sofa.
"No reference, no red tape—just a CNIC and a phone."
👑"² Download & Register (30 Seconds)
| Platform | Link | Use Case |
|---|---|---|
| Mobile App (Android) | Play Store | Full features |
| Mobile App (iOS) | App Store | Full features |
| Web Portal (no phone) | web.citizenportal.gov.pk | Desktop / overseas |
| Helpline | 051-9000111 | 24×7, English + Urdu |
Registration Steps
- Install app / open web portal →’ "Register"
- Enter CNIC, mobile, email →’ OTP verification
- Set password →’ dashboard opens
âœï¸ Lodge a Complaint (3-Step Flow)
| Step | Action | Tips |
|---|---|---|
| 1. Category | Choose ministry / department / district | Use search bar for fastest match |
| 2. Subject & Details | ≤ 500 characters | Attach photos / PDF evidence (≤ 2 MB each) |
| 3. Submit | One-tap →’ instant tracking ID | Save screenshot of ID |
👑" Track & Escalate (Automatic)
| Status | Timeline | What Happens |
|---|---|---|
| New | 0—20 days | Assigned officer receives alert |
| In-Process | 21—40 days | Officer updates progress |
| Red (Escalated) | Day 21 | Auto-escalates to next higher authority |
| Resolved / Closed | Officer marks status | You get SMS + in-app notification |
Overseas Pakistanis: same flow, plus email alerts in English.
👑"‚ Attachable Evidence (2025 Tips)
| Type | Max Size | Example |
|---|---|---|
| Images | 2 MB each | Bills, potholes, certificates |
| PDFs | 2 MB each | FIRs, medical reports |
| Location | GPS pin | Tap 👑" in app for exact coordinates |
👑š¨ Common Issues & Quick Fixes
| Issue | Fix |
|---|---|
| Fingerprint mismatch | Visit NADRA e-Sahulat →’ biometric update (free) |
| Wrong department | Forward button auto-suggests correct ministry |
| Forgot tracking ID | My Complaints tab lists all IDs |
👑"Š Success Metrics (2025)
| Metric | Result |
|---|---|
| Average resolution | 13.8 days (2025 Q2) |
| Overseas complaints | 92 % resolved via portal |
| User satisfaction | 4.6 / 5 stars (App Store) |
👑Ž¯ One-Screen Cheat-Sheet
- Install app →’ Register with CNIC
- Choose department →’ Write complaint ≤ 500 chars
- Attach evidence →’ Submit →’ Save tracking ID
- Track via app / SMS 9988
- Escalates auto if 21 days pass
Pro Tip: Complaints without CNIC or mobile OTP are automatically rejected—double-check before hitting Submit.
