ISLAMABAD, Pakistan: The Senate has been told that overall 620,588 complaints have so far been received through Pakistan Citizen Portal, a mobile app, whereas 75 percent of them have been resolved.
In a written reply to question by Senator Syed Muhammad Ali Shah Jamot, the Minister Incharge of the Prime Minister’s Office told the Upper House of the Parliament that Pakistan Citizen Portal was launched on October 28, 2018, and 620,588 complaints had been received as of April 13, 2019 through it.
The House was told that out of total applications, 75 percent (464,562) were resolved whereas 25 percent of them (156,026) are in process or pending.
The detail of complaints received and resolved as of April 13, 2019 are as under:
Complaints Received: 620,588
Overall Resolution: 464,562 (75%)
Pending: 156,026 (25%)
The Minister Incharge of the Prime Minister’s Office told that for effective resolution of public complaints, queries and processing suggestions, all head of organizations/government entities are responsible to vigilantly pursue the complaints received at their respective dashboards.
The House was told that for resolution of every complaint, there is a default timelines of minimum 20 and maximum 40 days. During this period, the complaints passes through supervisory stages. On 41st day, any complaint if not resolved, is escalated to highest level and the same is reported to the head of the organization/ department for addressal.
The resolution of complaints is periodically monitored by the Prime Minister’s Office.