Pakistan Citizen Portal (PCP): 2025 Master Guide for Complaint Submission & Tracking

(Updated 18 August 2025 | Step-by-Step Walkthrough for Citizens & Overseas Pakistanis)

Critical Fixes (2025 Updates):

Email Verification Bug: If app crashes during verification, go to Menu → "Verify Email" instead of main pop-up [8].
International Numbers: Pad shorter foreign numbers with zeros during registration (e.g., 123456 → 1234560000) [8].

Open App → Tap "Register"
Enter Details:
- CNIC (no dashes)
- Mobile number (Pakistani or padded international)
- Email (active for OTP)
Verify:
- SMS OTP sent to mobile
- Email link (check spam)
Set Password: 8+ characters with uppercase + number

Pro Tip: Overseas Pakistanis must register with Pakistani CNIC + foreign number (use family’s Pak number if unavailable) [4].

Tap "+" → Select "Complaint"
Fill Form:
- Category: Choose from 40+ options (e.g., "Police Misconduct", "Electricity Overbilling")
- Description: Be specific: "LESCO bill #XX-XXXXXX charged ₨12,000 for 200 units—meter photo attached."
- Attachments: Upload bills, photos, FIRs (max 5 files, 2MB each)
- Location: Enable GPS or pin manually
Submit → Note 10-digit token number (e.g., PCP-2025-XXXXXX)

Avoid Rejection:

Method 1: App Dashboard → "My Complaints" → View real-time stages:

Status	Meaning	Next Step
Received	Complaint logged	Wait 48 hrs
Forwarded	Sent to relevant department (e.g., WAPDA)	Monitor daily
Under Investigation	Department verifying claims	Respond if evidence needed
Resolved	Closed by department	Rate satisfaction

Method 2: SMS PCPSTATUS <token> to 9988 (free)

Method 3: Web portal → 8171.bisp.gov.pk → Enter token/CNIC [10]

User Alert: Departments can mark complaints "resolved" without your consent. Demand reopening rights via app feedback [8].

Complaint Type	Standard Time	Escalation Path
Municipal (e.g., garbage)	7 days	City Mayor Office
Police/Bribery	20 days	IGP Portal → Provincial Ombudsman
Overseas Issues (e.g., property)	20 days	OPF Lawyers Panel [4]
Utility Overbilling	14 days	NEPRA (if unresolved)

Success Rate: 68% satisfaction across 351 complaints resolved in 2025 [10].

Feedback Power:
- Rate resolutions 1–5 stars → Impacts officer performance reviews [10].
- Unhappy? Tap "Reopen Request" within 7 days (limit: 2 reopens/complaint).
Overseas Pakistanis:
- Use OPF’s Complaint Cell for land mafia/family disputes [4].
- Attach embassy attestations for property documents.
Fraud Alerts:
- PCP never asks for OTPs/payments.
- Verify all "resolution notices" via official portals.

Issue	Fix
App crashes on launch	Update to v3.2.1+ → Clear cache → Reinstall [8]
"Invalid CNIC" error	Visit NADRA e-Sahulat center for biometric sync
No status update in 10 days	Email token to `[email protected]` + CC relevant department
Department falsely closed	Escalate to PM Citizen Portal with evidence

Bookmark Departments: Save frequent recipients (e.g., "IESCO") for 1-tap submissions.
SOS for Urgent Cases:
- Add "EMERGENCY" to description → Triggers 72-hr priority review.
- Example: "EMERGENCY: Illegal electricity disconnection during heatwave."
Track Officer Performance:
- Tap officer name in "Resolved" tab → View their avg. resolution time/rating.
Weekly Digest: Enable notifications for policy changes (e.g., new utility tariffs).