How to Register a Complaint in Citizen Portal Pakistan – 2025 Step-by-Step Guide.


How to Register a Complaint in Pakistan Citizen Portal (2025 Guide)

How to Register a Complaint in Pakistan Citizen Portal.


The Pakistan Citizen Portal (PCP) is a digital platform launched by the Government of Pakistan in 2018 to bridge the gap between citizens and government departments. It enables citizens to file complaints, suggestions, and feedback directly to government institutions, ensuring transparency, accountability, and quicker resolutions.

As of 2025, the app is used by millions of Pakistanis and over 8,000+ government offices are connected to it.

📱 How to Access the Citizen Portal

There are three main ways to access the Citizen Portal:

  1. Mobile App (Android)

  2. Mobile App (iOS)

  3. Web Portal (for overseas Pakistanis)

📝 Step-by-Step Guide: How to Register a Complaint

Let’s walk you through the process of filing a complaint using the Pakistan Citizen Portal mobile app:

🔹 Step 1: Download the Citizen Portal App

Search “Pakistan Citizen Portal” on:

  • Google Play Store for Android

  • App Store for iOS

Install the official app published by the Government of Pakistan.

🔹 Step 2: Sign Up / Create Your Account

Once the app is installed:

  1. Open the app and click on Register

  2. Choose your status: Pakistani Citizen, Overseas Pakistani, or Foreigner

  3. Enter:

    • Full name

    • CNIC number

    • Mobile number (active SIM)

    • Email (optional but recommended)

    • Address

  4. Create a secure password

You will receive a verification code via SMS. Enter it to activate your account.

🔹 Step 3: Login to Your Account

After verification, log in using your CNIC or email and password.

🔹 Step 4: File a New Complaint

  1. Click on the “+” icon or New Complaint button

  2. Select your category (e.g., Police, WAPDA, Education, Health, etc.)

  3. Select the department and location

  4. Type a clear title for your complaint (e.g., “No electricity in area”)

  5. Add a detailed description of the issue (you can write in English, Urdu, or Roman Urdu)

  6. You may attach images, screenshots, or videos as evidence

✔ Pro Tip: Be polite and clear. Avoid abusive or political language. It increases the chance of resolution.

🔹 Step 5: Submit the Complaint

Click Submit, and you will receive a Complaint ID. You can use this ID to track your complaint.

🔍 How to Track Complaint Status

To track the status of your complaint:

  1. Go to “My Complaints” section in the app

  2. You’ll see:

    • Complaint ID

    • Status: Pending, In Progress, Resolved, Escalated

    • Department Response

    • Expected Time for Resolution

You will also receive notifications when your complaint is updated or resolved.

🏆 Complaint Resolution Time

  • Simple Complaints: Usually resolved within 3 to 7 working days

  • Complex Complaints: May take up to 15 days

  • You can escalate your case if it’s not resolved within time

🌍 How Overseas Pakistanis Can Use Citizen Portal

If you live abroad, you can:

  • Download the app (same as local users)

  • Choose “Overseas Pakistani” while signing up

  • File complaints regarding:

    • NADRA

    • Passport delays

    • Land grabbing

    • Embassy services

    • Utility bills in Pakistan

✅ Benefits of Using Pakistan Citizen Portal

Feature Benefit
🕒 24/7 Access Lodge complaints anytime, from anywhere
📡 Online Tracking Real-time complaint tracking
🎯 Direct Access Reach government departments without bribes
📢 Transparency Department feedback visible to user
🇵🇰 National Use Available in all provinces and sectors
🌐 Urdu & English Support Easy for all age groups

⚠️ Important Tips to Remember

  • Do not file fake or repeated complaints – your account may be blocked

  • Never use abusive or threatening language

  • Save your Complaint ID to track later

  • You can rate the response after complaint resolution

  • Use the app regularly – it's a powerful civic tool

💬 Frequently Asked Questions (FAQs)

Q1: Is the Citizen Portal app free?
➡️ Yes, it is 100% free and doesn’t require any payment.

Q2: Can I file an anonymous complaint?
➡️ No. You need to register with a CNIC or passport to verify your identity.

Q3: What if my complaint is not resolved?
➡️ You can escalate the complaint to a higher authority within the app.

Q4: Is it available in Urdu?
➡️ Yes. You can switch the language to Urdu inside the app settings.

Q5: Can I file a complaint against a police officer?
➡️ Yes. Select the Police Department and provide full details with evidence.

🧾 Real-Life Example: How Citizen Portal Helped

A resident of Lahore filed a complaint about open sewage in their area. Within 48 hours, the local municipal department responded, sent a team, and resolved the issue. The user rated the service and thanked the department through the app.

This shows how ordinary citizens can bring change through this digital platform.

✍️ Final Words

The Pakistan Citizen Portal is a revolutionary step toward digital governance. Whether you’re facing issues in electricity, gas, police, health, or education — you can now take action without leaving your home.

If you haven't tried it yet, download the app today and use your voice to make Pakistan better, one complaint at a time.

🔗 Related Keywords (For SEO):

  • Pakistan Citizen Portal complaint guide

  • How to file a complaint on 2025 Citizen Portal

  • Citizen portal app registration Pakistan

  • How to check complaint status in citizen portal

  • Online government complaint system Pakistan's

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