The Citizen Portal has handled more than 6.05 million public complaints since its launch. According to an official document, nearly 5.97 million of these complaints have been resolved. This gives the platform an overall complaint resolution rate of about 98.7 percent.
The Citizen Portal is a digital platform developed by the National Information Technology Board (NITB). It uses data provided by the National Telecommunication Corporation (NTC). The platform allows people to submit complaints, share feedback, and communicate directly with government departments.
The system was introduced to improve transparency, accountability, and public service delivery. It also lets users track the progress of their complaints in real time. This helps citizens stay informed without visiting government offices.
Official figures show that the platform has received a total of 6,052,791 complaints. Out of these, 5,974,343 have been marked as resolved. During the latest reporting period, authorities received 66,161 new complaints. At the same time, 12,287 complaints remain under process and are still being handled by the relevant departments.
The report also highlights how complaints are managed through different review stages. A total of 11,350 complaints were escalated for further action. Another 30,937 cases reached the super escalation stage. These steps are used when complaints require additional attention or are not resolved within the normal process.
User satisfaction data presents a mixed picture. According to the report, 1,689,301 users said they were satisfied with how their complaints were handled. Meanwhile, 1,922,472 users expressed dissatisfaction with the outcome or process. Authorities also issued 3,976 warnings during complaint management to improve accountability and ensure timely responses.
The Citizen Portal also serves as a platform for public feedback. The report states that it received 3,611,777 feedback submissions. Among these, 1,167,361 were fully resolved. Another 607,401 were partially resolved, while 1,837,005 remained unresolved.
Officials say the platform has played an important role in strengthening e-governance across Pakistan. By connecting citizens with government departments through a digital system, it has improved coordination and made public services more efficient. The online process also reduces manual paperwork and speeds up communication between citizens and authorities.
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The latest figures show that the Citizen Portal continues to support digital governance by providing a central platform for complaints and feedback. While most complaints have been resolved, the remaining pending cases and user feedback highlight areas where further improvements can be made. The report suggests that the platform remains an important tool for improving public services and increasing accountability across government institutions.
