Pakistan’s Citizen Portal has received more than 6.05 million public complaints since its launch, resolving nearly 5.97 million cases with an overall resolution rate of around 98.7%, according to an official report.

The digital platform, developed by the National Information Technology Board (NITB) with data support from the National Telecommunication Corporation (NTC), allows citizens to submit complaints, share feedback and directly engage with government departments.

The portal enables users to monitor complaint progress online and aims to improve transparency, accountability and efficiency in public service delivery.

Official data showed that the platform has received 6,052,791 complaints, of which 5,974,343 have been resolved. Around 66,161 complaints are newly received, while 12,287 cases are currently under processing.

The report noted that 11,350 complaints were escalated, while 30,937 cases reached the super escalation stage during the complaint handling process.

User feedback on complaint resolution remained mixed, with 1,689,301 citizens expressing satisfaction and 1,922,472 reporting dissatisfaction. Authorities also issued 3,976 warnings related to complaint management.

Apart from complaints, the Citizen Portal recorded 3.61 million feedback submissions. Of these, 1.16 million were resolved, 607,401 were partially addressed, and 1.83 million remained unresolved.

The government said the platform has strengthened digital governance by improving coordination between departments, reducing manual processes and making public complaint management more accessible.