The Capital Development Authority (CDA) has launched a new Complaint Management System (CMS) aimed at improving public services and strengthening communication between citizens and the authority. The initiative has been introduced under the supervision of CDA Chairman Sohail Ashraf as part of efforts to enhance transparency, accountability, and efficiency in handling public complaints.
Officials said the newly launched CMS will provide citizens with a faster and more organized method for registering complaints related to civic issues and municipal services. Through the online platform, residents can now submit complaints at any time using a simple and user-friendly system designed to improve accessibility for the public.
One of the major features of the new system is that users can also file complaints on behalf of other individuals. Authorities said this option will help people who may not have direct internet access or technical knowledge to still get their concerns addressed through the platform.
The Complaint Management System also allows citizens to monitor the progress of their complaints in real-time. Officials believe this feature will improve transparency by keeping users informed about the status of their cases and expected resolutions.
According to CDA officials, every complaint submitted through the system will be properly reviewed and addressed. The platform has been designed to ensure accountability by maintaining a complete digital record of all complaints and their resolutions. Citizens will be able to access previous complaint histories for future reference and better understanding of how issues were resolved.
Another important feature of the CMS is direct communication between citizens and complaint handlers. Authorities said this real-time interaction will help improve response times and allow quicker clarification of issues when needed.
The system also includes a feedback option where users can share their experiences and suggestions regarding the complaint process. Officials believe public feedback will help further improve the quality of services provided by the CDA.
Citizens can access the Complaint Management System and register their complaints through the official CDA website.
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