Pakistan Citizen’s Portal Complaint, Does it really work?

A few months back Imran Khan launched Pakistan Citizen’s Portal. The portal is intended to solve complaints about any department of the PTI government. However, does it Citizen’s Portal really work?

So one of my friends and I went on the journey to find out. First, we identified a problem which was there for years. It was long queues and corruption being done at passport office of my hometown.

So we went to the passport office checked if the problem is still there and then launched the complaint in Pakistan Citizen’s Portal as follows

Corruption Complaint in Pakistan Citizen’s Portal :

Hello Sir

Mechanism of corruption: At Passport Office Bahawalpur first the work is started
late at 9:30 am

Then the applications are collected at 8:30 and 10:00 am only, everyone who comes later then 10:00am cannot make passport unless they pay 1000 corruption money.

The original time is from 8:30 to 2. There is no justification of corruption money for people coming
after 10:00 am. This practice has been going on for the last 5 years. Please PTI Govt put an end to this.

Best Regards

What happened afterward was surprising:

Our complaint was forwarded to Director IP and then it went to Director South Punjab and then Sub Director of the region. Here is the screenshot

Complaint History

Equally surprising and new was officers sending a response to Citizen’s complaints.


First Response to complaint Pakistan Citizen's Portal

First Response on the complaint in Citizen’s Portal:

I have talked to Assistant Director RPO Bahawalpur today and inquired about the matter, He informed that before his taking charge of that office, there were complaints and reports that papers from general applicants were collected for token issuance up to 10 am only, however, he has changed that practice and now, the documents
are collected for issuance of tokens up to the government announced time 2 pm. The officer is being directed to submit his reply in writing and confirm that a first come first served bases token issuance system is in place. He is being directed to ensure that all the applicants who come to that
office up to 2 pm are positively attended.


Soon we got the confirmation that complaint is resolved however we decided to check it on our end if it was really resolved.

Complaint Resolved :

Dear citizen,
Please refer to my earlier comment, the action was taken on you compliant and the officer in charge RPO Bahawalpur was asked to confirm that proper queue system is established at that office and the applicants are being treated fairly on the first come first served bases. In his reply
(copy attached) has now confirmed these instructions.

We went on the ground and check and the complaint was resolved in real, Now people were being entertained in Queues up till 2:00PM.

Pakistan Citizen’s Portal really works

So The message we want to give you is that Pakistan Citizen’s Portal really works, Please download the app if you are being mistreated by any department of the government. You can download the app from the play store. I will a post regarding how to register complaints on this portal.

Well Done Imran Khan

Dr Waqar Akram
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