Pakistan Citizen Portal Achieves 99% Success Rate

The Pakistan Citizen Portal has registered more than 6.05 million public complaints since its launch, resolving nearly 5.97 million of them for an overall complaint resolution rate of approximately 98.7 percent, according to an official document.

The document states that the digital platform, developed by the National Information Technology Board (NITB) using data from the National Telecommunication Corporation (NTC), enables citizens to submit complaints, provide feedback, and communicate directly with government departments.

The system is designed to improve transparency, accountability, and service delivery while allowing users to track the status of their complaints in real time.

According to the official figures, the portal has received 6,052,791 complaints, of which 5,974,343 have been resolved. It also recorded 66,161 new complaints, while 12,287 cases are currently under process.

The report shows that 11,350 complaints were escalated and 30,937 reached the super escalation stage. It also found that 1,689,301 users were satisfied with the handling of their complaints, while 1,922,472 expressed dissatisfaction. Authorities issued 3,976 warnings during the complaint management process.

In addition to complaint handling, the portal received 3,611,777 feedback submissions. Of these, 1,167,361 were resolved, 607,401 were partially resolved, and 1,837,005 remained unresolved.

The report says the Pakistan Citizen Portal has helped strengthen e-governance by improving coordination among government departments, enhancing service efficiency, and reducing manual intervention in public service delivery.

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Thank you Imran khan, credit must be given where it is due