How to Give Feedback on Pakistan Citizen's Portal Complaint

Pakistan Citizen’s Portal (PCP) provides a government-managed platform for citizens to submit complaints, seek guidance, make suggestions, and communicate issues to relevant government organizations. The system is managed by the Prime Minister’s Performance Delivery Unit (PMDU) and is available through a mobile application and web-based access.

After a complaint has been processed and marked resolved or closed, the citizen may provide feedback about the outcome. This feedback is important because it allows the concerned government organization to understand whether the citizen considers the response satisfactory.

The official Pakistan Citizen’s Portal manual specifically recognizes citizen feedback as part of the complaint-resolution and review process. It states that a closed complaint can be reopened by the concerned organization or Head of Organization after it is found unsatisfactory or in light of citizen feedback.

What Is Feedback on Pakistan Citizen's Portal?

Feedback is the citizen's response to the way a submitted complaint was handled.

For example, a government department may mark your complaint as resolved after taking an action. You can then indicate whether you are satisfied with the response or whether the issue remains unresolved.

Feedback is different from submitting a completely new complaint. It relates to the handling or resolution of an existing complaint.

The PCP manual treats citizen feedback as one of the factors used to evaluate complaint resolution. It also provides a system mechanism for identifying positive and negative feedback associated with resolved complaints.

When Can You Give Feedback?

Feedback is generally relevant after the concerned organization has responded to or resolved your complaint.

You should carefully read the response before submitting your feedback.

If the department has genuinely resolved your issue, you can provide positive feedback.

If the department has not resolved the problem, you should provide negative feedback and clearly explain why you are dissatisfied.

The purpose is not simply to give a rating. Your written explanation can help the reviewing authority understand what remains unresolved.

How to Give Feedback on a Pakistan Citizen's Portal Complaint

Step 1: Open Pakistan Citizen's Portal

Open the official Pakistan Citizen's Portal mobile application or access the official web platform.

The official PCP website confirms that the portal is a government-owned application available on mobile platforms and also provides web-based access.

Step 2: Log In to Your Account

Enter your registered login information.

If you are already logged in to the application, go to your complaint section.

If you cannot remember your password, the official web portal provides a password-recovery facility.

Step 3: Open Your Complaint History

Find the complaint for which you want to provide feedback.

Use the complaint number, subject, or available complaint history to identify the correct case.

Make sure that you select the correct complaint before submitting feedback.

Step 4: Check the Complaint Status

Review the current status of your complaint.

If the complaint has been resolved or closed, read the department's response carefully.

The PCP manual recognizes several possible resolution outcomes, including relief granted, partial relief granted, and situations where relief cannot be granted under applicable law or rules.

Step 5: Read the Department's Response

Do not provide feedback without first reading the response.

Check what action the department says it has taken.

Compare the department's statement with what actually happened.

For example, if the department says that your application was processed but you have not received the service, mention this clearly in your feedback.

Step 6: Select the Appropriate Feedback Option

Use the feedback facility displayed for the resolved complaint.

Depending on the current version of the PCP application and the complaint interface, the exact wording or appearance of the feedback controls may differ.

Select the satisfaction level that accurately represents your experience.

Do not select a positive response merely because the complaint has been marked "resolved."

Step 7: Give Positive Feedback if the Matter Was Resolved

If the government organization properly addressed your complaint, you can submit positive feedback.

A short and factual response is sufficient.

For example:

"The department addressed my complaint and provided the requested relief. I am satisfied with the resolution."

Step 8: Give Negative Feedback if the Problem Remains Unresolved

If your actual problem has not been solved, provide negative feedback.

The PCP manual specifically recognizes feedback from citizens as a factor in reviewing resolved complaints and provides for reopening where a complaint is found unsatisfactory or in light of citizen feedback.

Step 9: Explain the Reason for Dissatisfaction

Do not write only "Not satisfied."

Explain what went wrong.

For example:

"The department has marked the complaint as resolved, but the requested service has not been provided. I therefore remain dissatisfied and request further review."

A specific explanation gives the concerned organization a clearer understanding of the issue.

Step 10: Mention What Remains Unresolved

Identify the exact part of the complaint that has not been addressed.

You can mention:

• The service that is still pending.

• The application that has not been processed.

• The correction that has not been made.

• The payment or refund that has not been received.

• The official action that remains pending.

• The incorrect information contained in the department's response.

Step 11: Attach Evidence Where Available

If the portal provides an option for supporting documents or other evidence, attach relevant material.

The PCP system supports documentary evidence with complaints, including images, audio, video, PDF and other documents.

Useful evidence may include:

• Application receipts

• Official letters

• Departmental notices

• Screenshots

• Photographs

• Payment receipts

• Previous correspondence

• Tracking information

• Relevant government documents

Only attach evidence directly related to your complaint.

Step 12: Keep Your Complaint Number

Keep the original complaint number for future follow-up.

The complaint number can help identify the case if you need to communicate with the concerned organization or seek further review.

Step 13: Submit the Feedback

After reviewing your comments and selecting the appropriate satisfaction response, submit the feedback through the available PCP interface.

Before submitting, check that your explanation is clear and relates to the original complaint.

Step 14: Save a Record

After submitting feedback, keep a screenshot or other record of the submitted response if practical.

This can be useful if you later need to explain that you already provided negative feedback.

What Happens After Negative Feedback?

Negative feedback does not simply disappear from the system.

The official PCP manual provides mechanisms for government dashboards to view feedback received on resolved complaints and filter it according to satisfaction. It also provides a feedback-flagging facility for identifying positive and negative feedback.

The concerned organization may review the complaint again.

If a closed complaint is found unsatisfactory or was incorrectly resolved, the manual states that the concerned dashboard handler, organization, or Head of Organization can reopen it.

Can Negative Feedback Reopen a Complaint?

Yes, it can contribute to the review and reopening of a complaint.

The official PCP manual states that a closed complaint can be reopened by the dashboard handler, organization, or Head of Organization after being found unsatisfactory or in light of citizen feedback.

The manual also states that PMO/PMDU can reopen a complaint when the concerned organization has not properly resolved it and the dissatisfied citizen approaches the Prime Minister's Office through an available communication channel.

Therefore, negative feedback is particularly important when a complaint has been marked resolved but the citizen believes that the actual problem remains unresolved.

What Should You Write in Negative Feedback?

A good feedback message should contain three basic things:

1. What the department said it had resolved.

2. What actually remains unresolved.

3. What action you want the department to take.

For example:

"The complaint has been marked resolved, but the issue mentioned in my original complaint has not been addressed. The stated relief has not been provided. I request that the complaint be reviewed again and the pending issue be resolved according to the applicable rules."

Keep the language factual and respectful.

What Should You Write in Positive Feedback?

If you received the requested relief, your feedback can be brief.

For example:

"The department has addressed my complaint and provided the requested relief. I am satisfied with the action taken."

You do not need to provide a lengthy explanation when the matter has been properly resolved.

Can You Change Your Feedback?

The availability of options for changing previously submitted feedback depends on the current PCP interface and status of the complaint.

If you have accidentally submitted incorrect feedback, use the official PCP support mechanism to ask for guidance rather than submitting multiple duplicate complaints.

What If the Department Closes the Complaint Without Solving It?

If the complaint has been closed but the actual issue remains unresolved, clearly state this in your feedback.

The PCP manual says that complaints marked resolved or closed erroneously should be reopened and resolved according to merit. It also specifically recognizes citizen feedback as a basis for reopening.

If the organization does not properly address the matter, the manual provides for further approach to PMO/PMDU through available communication channels.

What If the Department Gives Partial Relief?

You should accurately report your experience.

If only part of the requested relief was provided, explain:

• What was completed.

• What remains pending.

• What further action is required.

The PCP manual recognizes "partial relief granted" as one of the possible complaint-resolution outcomes.

Can Feedback Be Used as Evidence for Review?

Yes.

The PCP manual makes citizen feedback part of the organization's complaint-resolution review and performance evaluation process. It also states that citizen feedback can be one of the factors behind reopening a resolved complaint.

This makes it important to provide accurate and meaningful feedback rather than simply selecting an option without explanation.

Important Tips for Giving PCP Feedback

Give feedback only after reviewing the response.

Use the correct complaint.

Explain dissatisfaction clearly.

Do not use abusive or threatening language.

Do not make false allegations.

Attach relevant evidence where appropriate.

Mention the complaint number in any follow-up communication.

Explain what relief is still required.

Keep screenshots of important responses.

Do not submit multiple duplicate complaints about the same issue without waiting for the existing complaint to be processed.

The PCP citizen guidance also advises users to provide feedback in a civilized and polite manner and to ask for evidence when they are told that a complaint has been resolved.

Pakistan Citizen's Portal Web Access

The official Pakistan Citizen's Portal web platform can be used to access the service, and the current web portal lists support.pmdu@pmo.gov.pk as a support contact.

Pakistan Citizen's Portal — Official Website

Pakistan Citizen's Portal Web Login

Final Takeaway

Giving feedback on a Pakistan Citizen's Portal complaint is an important part of the complaint-resolution process.

If your issue was genuinely resolved, provide positive feedback.

If the issue remains unresolved, select the appropriate negative feedback option and explain exactly why you are dissatisfied. Include the original complaint number and relevant evidence where possible.

The official PCP manual confirms that citizen feedback is considered in reviewing complaint resolutions and that a closed complaint may be reopened when it is found unsatisfactory or in light of citizen feedback.

The most useful feedback is clear, factual, respectful, and specific about the relief that is still required.

Guide Information

Step-by-Step Process

1. Open the Pakistan Citizen's Portal application.

2. Alternatively open the official PCP web platform.

3. Log in to your registered account.

4. Open your complaint history.

5. Locate the complaint that has received a response.

6. Confirm the complaint number.

7. Open the correct complaint.

8. Check its current status.

9. Read the department's response carefully.

10. Check what action the department says it has taken.

11. Compare the response with the actual situation.

12. Decide whether the issue was resolved.

13. Select the appropriate feedback option.

14. Provide positive feedback if the matter was properly resolved.

15. Provide negative feedback if the actual problem remains unresolved.

16. Explain the reason for your feedback.

17. Do not write only "not satisfied" when more explanation is needed.

18. State what remains unresolved.

19. Mention any incorrect or incomplete part of the response.

20. State the relief or action you still require.

21. Collect relevant supporting evidence.

22. Attach evidence if the current interface allows it.

23. Check your written feedback before submitting.

24. Keep your language factual and respectful.

25. Avoid abusive or threatening language.

26. Submit the feedback.

27. Save a screenshot of the submitted feedback if practical.

28. Keep your complaint number for future reference.

29. Monitor the complaint after providing negative feedback.

30. Check whether the concerned organization reviews the feedback.

31. If the complaint is reopened, read the new response carefully.

32. Provide additional information if requested.

33. Check whether the actual issue has been resolved.

34. If the issue remains unresolved, use the applicable escalation or review mechanism.

35. Keep copies of important correspondence and supporting evidence.