The Pakistan Citizen’s Portal is the single most important website and app in the country for anyone with a complaint against a government department — it is the system that carries grievances directly into the Prime Minister’s Performance Delivery Unit. This is the complete guide: what it is, how to register, and how to get your complaint resolved.
Quick answer: The Pakistan Citizen’s Portal (PCP) is the government’s official grievance-redressal system, launched 28 October 2018 and run by the PM’s Performance Delivery Unit. Register on the app or at citizenportal.gov.pk / web.citizenportal.gov.pk, lodge your complaint against any federal or provincial department, track it, and rate the resolution.
What the portal is
The Pakistan Citizen’s Portal is an integrated system connecting all government organisations at federal and provincial level. Instead of visiting offices or writing letters that disappear, citizens lodge complaints, suggestions and feedback through one channel — and the Prime Minister’s Office monitors the entire process. It was launched by then-Prime Minister Imran Khan on 28 October 2018, operates under the PM’s Performance Delivery Unit (PMDU), and was ranked the second-best government app at the World Government Summit in Dubai, against 4,646 apps from 87 countries.
How to register
- Download “Pakistan Citizen’s Portal” from the Google Play Store or Apple App Store — or open citizenportal.gov.pk / web.citizenportal.gov.pk in a browser.
- Sign up with your name, CNIC number and an active mobile number.
- Verify via the OTP sent to your phone.
- You are in — one account works across the app and the web portal.
Filing a complaint
Choose “register complaint”, pick the department and category that fit your issue, and describe it clearly: what happened, when, where, and what you want done. Attach photos or documents if you have them — evidence speeds things up. Complaints can also be lodged by email or Facebook, through the helpline, or manually at government office dashboards (a facility added in October 2020 for illiterate and physically challenged citizens). Every complaint gets a tracking ID and a deadline for the concerned department.
Tracking & feedback
This is the part that makes the portal powerful: you can follow your complaint’s status at every stage, and when it is marked resolved, you rate whether you are satisfied. That feedback is linked to the handling officer’s performance record — which is why departments take portal complaints seriously. If you are not satisfied, you can escalate or re-lodge.
What is the official website of Pakistan Citizen’s Portal?
citizenportal.gov.pk, with the web app at web.citizenportal.gov.pk. The mobile app is “Pakistan Citizen’s Portal” on the Play Store and App Store.
Is the Pakistan Citizen’s Portal free?
Yes — registration and complaint lodging are completely free.
Who runs the Pakistan Citizen’s Portal?
The Prime Minister’s Performance Delivery Unit (PMDU), under the Prime Minister of Pakistan. It is a government agency headquartered in Islamabad.
