How to Submit a Complaint on Pakistan Citizen Portal (2025 Guide)
Complete walk-through: register, submit, track, and escalate—without leaving your sofa.
“No reference, no red tape—just a CNIC and a phone.”
📲 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
✍️ 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 |
🚨 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 |
📊 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) |
🎯 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.