Register Your Complaint on Pakistan Citizen Portal: An Easy Guide to Use PCP

Pakistan Citizens Portal (PCP) is a government owned mobile app available for both Android and iOS, designed to help citizens connect with government organizations easily. After the success of Pakistan Citizen Portal KPK in Khyber Pakhtunkhwa, the Government of Pakistan expanded the program nationwide in October 2018. With the PM Citizen Portal, individuals can now address various complaints and injustices directly to the administration. You can use this PCP app to report problems, make complaints, and give suggestions, it provides a nationwide window to connect people to government organizations at all levels.

Today in 2024, the PCP app has 4 million registered citizens and receives 4,933,260 total complaints, out of which 4,821,392 complaints were resolved. According to the Prime Minister’s Performance Delivery Unit (PMDU) which runs the portal, about 45% of citizens have expressed their satisfaction with the performance of this portal. In this research article, our Tashheer research team complied all the steps and made an easy guide to Register Your Complaints on the Pakistan Citizen Portal. If you are interested in knowing about the best mobile banking apps for seamless transactions in Pakistan, then read our article Top Mobile Banking Apps in Pakistan

How to Register on Pakistan Citizen Portal?

Registering a complaint on the Pakistan Citizen Portal is a straightforward process, here is a step-by-step guide to help you through it:

You can download the Pakistan Citizen Portal app on both the Google Play Store and Apple App Store, depending on your device.

Once you have downloaded the app, you will have to create an account, which generally involves providing your basic information such as your name, email address, and phone number.

After filling out all the empty sections and after creating a password, you become a registered member and can now easily register your complaint here.

You must also choose the category that best describes you:

Pakistani residents
Foreigners or non-citizens
Overseas Pakistanis

Additionally, signing up for a government-monitored portal might sound scary but registering on the citizen portal is quite simple. Now that you know how to register on the portal, here are some common complaints you can file:

Poor service delivery

Inappropriate Staff Behavior

Inefficient Systems

Violation of Merit

Low-quality Administration

After logging in, go to the complaints section of the app. This section is usually prominently displayed on the home screen or can be accessed through a menu.

Lodging a Complaint using PCP App

Click the + sign to lodge a new complaint. If you complete registering on the portal, you will be prompted to provide details about your complaint. This may include selecting the relevant category or department, providing a description of the issue, and attaching any supporting documents or evidence. For example, A taxpayer can file a complaint against any authoritative program or a person that falls under the regulation of the government of Pakistan. Citizens can also file a complaint on the board of investment, agriculture departments, PIA, or any corruption they have witnessed or experienced.

To register your complaint:

Pick the program you want to make your complaint against.

Select the department of your chosen program.

Choose the category.

Enter all the details about the grievance.

Provide details about the location where the issue arose.

If you have any proof or file related to the complaint, it is best to attach it. (Image 1MB, Video 20 MB, Audio 2 MB, File 5MB)

Check the option hide my identity, if you do not want to show it to the organization. Sometimes the organizations may need necessary data or information about your complaint and it becomes difficult for them to proceed with that complaint. Once you have filled out all the necessary details, review your complaint to ensure everything is accurate. Then, submit your complaint through the app.

How to Register Your Complaint on Pakistan Citizen Portal: An Easy Guide to Use PCP

Methods for Lodging a Complaint Without Using the App

All those citizens who are unable to register on the Pakistan Citizen’s Portal can avail of the following mediums to lodge their complaints, listed as

All over the country, over 5000 Government Organizations are connected with Pakistan Citizen’s Portal to resolve and report on citizen’s complaints. Besides mobile PCP Apps, all these organizations are able to proceed any kind of complaint received to them in the form of a telephone call, letter, email, or by arrival of the complainant in person. Pakistani citizens who do not have any cell phones may visit the concerned office or any Govt office having the PMDU Dashboard facility and may register their complaint through manual procedure.

Send an email to pmdu@pmo.gov.pk and make sure to include your name, phone number, ID card number, and all necessary details with your complaint.

You can also post your complaint/issue on the official Facebook page of the PMDU, along with all the necessary details.

Home-based web access will soon be enabled for citizens to file a complaint etc.

How Much Time Does It Take to Resolve a Complaint?

The system assigns a minimum of 20 days and a maximum of 41 days default timelines to every complaint from the day of its first registration to a government entity. Government Organizations are bound to resolve specific complaints within the assigned timeframe; however, they can be prioritized while keeping in view the urgency of the matter. A complaint may take longer time to resolve if it involves the role of two or more organizations or has unclear contents that need clarification on the part of the citizen or some extra information required. For a tangible outcome, the citizen has to wait till the completion of the allotted timelines (i.e. 20 days). During this time, he/she will be kept updated regarding all processing phases of the complaint. The assigned timelines (20-41 days) do not guarantee the resolution of your complaint rather it is the nature of your complaint that will determine the resolution timelines. It is however assured that an appropriate response will be provided.

Here is the List of Some Sections for Dropping Your Complaints, mentioned as

No.	Reason	Explanation
1	Court matters	Complaints involving issues subjudice in any court of law. Implementation of a court decision/judgment shall be excluded.
2	Political matters	Complaints about affairs of a political party/organization or having political content with no role of the government.
3	Family/domestic issues	Complaints about purely family matters with no involvement of the government.
4	Matters related to national security	Complaints regarding strategic matters or deployment of forces, assets, or any critical subject or relationship with other countries.
5	Immoral/unlawful contents	Complaints containing unlawful, abusive, derogatory, or pornographic content/images.
6	Service matters	Complaints regarding service matters of government organizations such as postings/transfers, promotions, inquiries, seniorities, service rules, up-gradation, and regularization. Cases of pension or salary stoppage shall not be dropped.
7	Unclear and vague contents	Complaints with incomplete or vague contents that are difficult to understand.
8	Sensitive subjects	Complaints about sensitive topics such as religion, ethnicity, sect, hate speeches etc.
9	Job seeking	Complaints seeking jobs or employment, but cases involving violation of merit in recruitment processes shall be excluded.
10	Corruption/malpractices	Complaints about corruption/malpractices or its sub-categories lodged in any other irrelevant category.

Final Words

Citizens can use the Pakistan Citizen’s Portal via the PCP website or mobile app, available 24/7 from anywhere with internet access. In this research guide, our Tashheer research team compiled all the steps to Register Your Complaint on Pakistan Citizen Portal against any organization. Citizens can register various complaints on the Pakistan Citizen’s Portal, covering government services, utilities, and public facilities. By utilizing PCP, citizens can track the progress of their complaints and can get present updates on the status of complaints plus any actions taken by the related government department.

About the Author: Alishba

Alishba Zaheer is the lead content writer at Tashheer Digital and has a genuine passion for storytelling. With her team of skillful content writers, her expertise lies in the ability to seamlessly adapt writing style to various niches, checking new trends in Tech, especially in Pakistan. She stays ahead of the curve and maintains her dedication to writing excellence. Among other things, she has been instrumental in researching local brands, Pakistani products, and services, providing benchmark articles for Pakistani audiences.