The government’s reported 98.7% complaint resolution rate on the Pakistan Citizen Portal largely represents cases marked as closed rather than complaints successfully resolved from citizens’ perspective. The government’s own figures show that only 27.9% of total complainants expressed satisfaction with the handling of their complaints, while 31.8% reported dissatisfaction. This means more users expressed dissatisfaction than satisfaction with the outcomes of their complaints.
According to an official document, the Pakistan Citizen Portal has received more than 6.05 million complaints since its launch, with nearly 5.97 million cases marked as resolved.
The digital platform, developed by the National Information Technology Board (NITB) with support from the National Telecommunication Corporation (NTC), allows citizens to register complaints, submit feedback and communicate with government departments through an online system.
The portal was launched to improve transparency, accountability and public service delivery by enabling citizens to track their complaints and monitor progress in real time.
Official data shows that the portal received 6,052,791 complaints, of which 5,974,343 were marked as resolved, resulting in a reported resolution rate of approximately 98.7%.
However, the satisfaction data indicates a different outcome. Out of all registered complaints, 1,689,301 users were satisfied, accounting for 27.9%, while 1,922,472 users expressed dissatisfaction, representing 31.8% of total complaints.
The figures suggest that although a large number of complaints were administratively closed, many citizens did not consider their issues adequately addressed.
The report further shows that the portal recorded 66,161 new complaints, while 12,287 complaints are currently under process. A total of 11,350 complaints were escalated, while 30,937 cases reached the super escalation stage.
Authorities also issued 3,976 warnings during the complaint handling process, according to the document.
Besides complaints, the Pakistan Citizen 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 government stated that the Pakistan Citizen Portal has strengthened e governance by improving coordination among government departments, increasing efficiency and reducing manual intervention in public service delivery.
