Pakistan Citizen Portal App: The Complete Complaint & Services Guide
How to register, lodge and track complaints — the portal that connects 240 million citizens directly to the Prime Minister’s Office.
Last updated: 11 October 2026
The Pakistan Citizen Portal (PCP) is the federal government’s grievance-redressal app and web platform, launched on 28 October 2018 and run by the Prime Minister’s Performance Delivery Unit (PMDU) at the PM Office. Citizens register with their CNIC and mobile number (OTP-verified), lodge complaints against any federal or provincial department, and track them in real time through colour-coded dashboards — green (on track), yellow (slow), red (overdue). Complaints carry a default 10-day resolution timeline, escalate automatically when overdue, and feed into officers’ performance evaluations. The free app (package com.govpk.citizensportal) is on the Play Store, App Store and Huawei AppGallery.
Launched
Default resolution time
Dashboard colours
App platforms + web
Complete guide
In this guide
Overview
What the Pakistan Citizen Portal is
One app between the citizen and the entire machinery of government.
The Pakistan Citizen Portal is an integrated grievance-redressal system connecting citizens to federal and provincial government organisations through a single channel. It was launched by Prime Minister Imran Khan on 28 October 2018 as the flagship of “citizen-centric governance” — the idea that the government answers to the citizen, not the other way round.
The system is run by the Prime Minister’s Performance Delivery Unit (PMDU) from the Prime Minister’s Office, and the app itself was developed by the National Information Technology Board (NITB). Within its first two months, the portal had already resolved over 100,000 complaints — the early proof that the channel worked.
Sign up
How to register on the portal
CNIC, mobile number, OTP — five minutes and you are in.
Download the app
Search “Pakistan Citizen’s Portal” on the Google Play Store, Apple App Store or Huawei AppGallery — or use the web portal. The app is free (about 19 MB, Android 4.1+).
Sign up
Enter your CNIC number, name, mobile number and address. The system sends an OTP by SMS to verify your number.
Start complaining
Choose the department, write the complaint with evidence attached (photos, documents), and submit. You get a tracking reference immediately.
Process
How a complaint travels
From your phone to an officer’s dashboard — and back to you for feedback.
Every complaint moves through a defined lifecycle:
- New: the complaint lands on the concerned officer’s dashboard; the resolution clock starts.
- In process: the officer seeks guidance, assigns action and works toward resolution within the default timeline (10 days).
- Resolved: the department marks it closed — and the citizen is asked for feedback on the resolution.
- Escalated: miss the deadline and the system escalates automatically (see below).
The feedback loop is the portal’s teeth: citizen feedback on resolutions is linked to officers’ performance evaluations and promotions — an officer who buries complaints pays for it at appraisal time.
Deadlines
Escalation: the colour-coded clock
Green, yellow, red — and then the complaint climbs the hierarchy on its own.
Green — on track
Work is proceeding within the timeline. The officer’s dashboard shows healthy progress.
Yellow — slowing
Progress is lagging. The system flags the complaint for attention before it breaches.
Red — overdue
Unresolved after 10 days: initial escalation. At 21 days, super-escalation pushes it to the next higher level of the department’s hierarchy.
The escalation is automatic — no citizen has to chase it. That automation is what separates the portal from a suggestion box.
Special windows
Khuli Kachehri and overseas Pakistanis
Open courts on live media — and a dedicated channel for the diaspora.
Khuli Kachehri (open court) takes the portal offline and onto the air: 24 federal organisations hold live open courts on Facebook, radio and TV, where citizens put questions directly to department heads. Schedules are announced through the portal and the PM Office’s channels.
Overseas Pakistanis get a dedicated section — complaints from abroad route to the relevant missions and departments — alongside E-Kachehri facilities for virtual hearings. The diaspora’s issues (NADRA, passports, property, consular matters) are among the portal’s heaviest-used categories.
Provinces
KP Citizen Portal, CM portals and the ecosystem
The federal portal is the trunk — the provinces grew their own branches.
Khyber Pakhtunkhwa’s Citizen Portal app is the province’s own grievance channel, integrated with the federal system but tailored to KP departments. Punjab routes citizen complaints through the Chief Minister’s complaint mechanisms alongside the federal portal — and other provinces maintain parallel windows.
The practical rule: federal matters (NADRA, passports, FBR, federal ministries) go to the Pakistan Citizen Portal; provincial matters (police, land revenue, provincial departments) can go to either the federal portal or the province’s own channel — both land on an officer’s dashboard with the same escalation clock.
Advice
Tips for complaints that actually get resolved
The portal is a tool — how you write the complaint decides what it builds.
- Pick the right department. Misrouted complaints bounce and lose days.
- Attach evidence. Photos, receipts, reference numbers — officers act faster on documented cases.
- Write the facts, not the anger. Date, place, officer name (if known), what happened, what you want.
- Track, don’t re-file. Use your tracking reference; duplicate complaints slow the system.
- Give honest feedback. Your rating feeds the officer’s evaluation — use it truthfully, in both directions.
- Escalate through the system. If the timeline breaches, let the automatic escalation work before trying parallel channels.
Questions, answered
Frequently asked questions
Straight answers to the questions readers ask most.
What is the Pakistan Citizen Portal app?
The federal government’s grievance-redressal platform (app + web), launched 28 October 2018 and run by the PM’s Performance Delivery Unit. Citizens lodge complaints against government departments and track them in real time, with automatic escalation and officer-accountability feedback.
How do I register on the Pakistan Citizen Portal?
Download “Pakistan Citizen’s Portal” (Play Store / App Store / Huawei AppGallery), sign up with your CNIC, name, mobile number and address, verify the SMS OTP, and start filing. It is free.
How long does a complaint take on the Citizen Portal?
The default resolution timeline is 10 days. Overdue complaints escalate automatically — red-flagged at 10 days, pushed to higher authority at 21 days.
Is the Pakistan Citizen Portal still working in 2026?
Yes. The app remains live on the Play Store (recently updated in 2026) and continues to process complaints across federal and provincial departments.
What is Khuli Kachehri?
Open courts held live on Facebook, radio and TV by 24 federal organisations, where citizens question department heads directly — the portal’s offline, on-air arm.
Can overseas Pakistanis use the Citizen Portal?
Yes — there is a dedicated overseas-Pakistanis section (plus E-Kachehri virtual hearings) covering NADRA, passports, consular and property matters.
More on Pakistan’s government & politics
Portals, ministries, the constitution — how the state serves (and answers) the citizen.
Portal guide compiled from PMDU documentation, NITB app listings and contemporary reporting. Procedures verified October 2026.