Pakistan Citizen's Portal Complaint Categories Explained
Pakistan Citizen's Portal Complaint Categories Explained
Pakistan Citizen’s Portal is a government-owned platform that allows citizens to communicate their complaints, grievances, suggestions and other issues to relevant government organizations. It operates as a nationwide mechanism for connecting citizens with government departments and authorities. The Prime Minister’s Performance Delivery Unit states that the portal is intended to facilitate communication between citizens and government entities and improve accountability and service delivery.
When submitting a complaint on Pakistan Citizen’s Portal, selecting the appropriate complaint category is important because the category helps describe the nature of the issue and supports routing of the complaint to the relevant government organization.
The categories cover a wide range of public services, including electricity and power, municipal services, education, transport, law and order, health, land revenue, NADRA-related matters, immigration and passports, banking, corruption and malpractice, and several other areas. The official PMDU statistics report published in 2025 lists the top 30 complaint categories recorded on Pakistan Citizen’s Portal.
This guide explains the major Pakistan Citizen’s Portal complaint categories in simple language and provides examples of the types of issues that may fall under each category.
What Are Pakistan Citizen’s Portal Complaint Categories?
Complaint categories are classifications used to identify the general subject of a complaint submitted through Pakistan Citizen’s Portal.
For example, a complaint about an electricity-related problem would generally fall under Energy & Power, while a complaint about a government school may relate to Education. A complaint involving land records may fall under Land Revenue, whereas a complaint concerning an identity-card matter may relate to NADRA.
The exact options visible to a user can depend on the portal's current configuration and the relevant department or service. Therefore, users should select the category that most closely matches the actual problem rather than choosing a category simply because it appears familiar.
Why Is Selecting the Correct Category Important?
Choosing an appropriate category can help communicate the nature of the complaint more clearly.
A properly described complaint can make it easier for the relevant government organization to understand the issue and determine which department or authority should handle it.
Pakistan Citizen’s Portal is designed to route citizen issues toward government organizations responsible for the relevant services. The PMDU describes the system as a mechanism for handling complaints and suggestions through concerned organizations.
If the wrong category is selected, the complaint may not accurately describe the issue. Therefore, users should read the available category and subcategory options carefully before submitting a complaint.
Major Pakistan Citizen’s Portal Complaint Categories
The official PMDU statistics published as of July 14, 2025 list 30 major complaint categories. The following explanations are based on those official categories.
1. Energy & Power
This category covers complaints related to electricity and other energy and power services.
Examples may include problems concerning electricity supply, service delivery, power-related issues and matters involving relevant electricity or power organizations.
If your complaint is primarily about an electricity or power service, review the Energy & Power category and select the most relevant available subcategory.
2. Municipal Services
Municipal Services is one of the major categories on Pakistan Citizen’s Portal.
It can cover issues involving local municipal services and facilities provided by municipal or local-government authorities.
Examples can include problems relating to sanitation, waste management, cleanliness, drainage and other local municipal services, depending on the responsible authority.
3. Education
The Education category is relevant to complaints concerning educational institutions and education-related government services.
Possible examples include issues involving schools, colleges, educational administration and other matters falling within the responsibility of education authorities.
The exact department handling a complaint can vary according to the nature of the issue and the relevant government jurisdiction.
4. Transport & Communications
This category covers issues related to transport and communication services.
Complaints may involve public transport, roads or transportation-related government services where the responsible authority falls within this category.
Users should describe the exact problem clearly because different transport-related issues may be handled by different government organizations.
5. Law & Order
Law & Order is intended for matters related to public safety, policing and law-and-order responsibilities.
Examples may include complaints involving police services, public safety concerns or other matters falling under law-enforcement authorities.
For urgent emergencies or situations requiring immediate police intervention, citizens should use the appropriate emergency service rather than relying solely on a Citizen’s Portal complaint.
6. Human Rights
The Human Rights category concerns matters involving human-rights-related government responsibilities.
A complaint may fall under this category when the primary issue concerns a human rights matter handled by an appropriate government authority.
Users should provide factual details and relevant supporting information when submitting such complaints.
7. Health
Health is used for complaints concerning government health services and healthcare-related matters.
Examples can include issues involving public hospitals, government health facilities, healthcare administration and other health services under government responsibility.
The relevant health department can vary depending on whether the issue concerns a federal, provincial or local authority.
8. Corruption / Malpractice
This category concerns allegations or complaints involving corruption, malpractice or improper conduct in government-related services.
Users should provide factual information and describe the incident clearly.
Where supporting documents or evidence are available and appropriate to submit, they should be provided through the official complaint system.
9. Poverty Alleviation and Social Safety
This category relates to government programs and services intended to provide social protection, financial assistance or support to eligible citizens.
Complaints concerning social safety programs may fall under this category when the relevant program or service is handled by the government authority associated with it.
The specific program should be clearly identified in the complaint.
10. Development Projects
Development Projects relates to complaints concerning government development schemes and projects.
A complaint may concern the progress, implementation or service-related aspects of a public development project, depending on the responsible government organization.
Users should provide the project's location and other identifying information where available.
11. Prime Minister's Youth Program
This category concerns matters related to the Prime Minister’s Youth Program.
Users with complaints about a relevant youth-program service should identify the particular scheme or service involved and provide the necessary details.
12. Banking
The Banking category covers complaints concerning banking-related matters that fall within the scope of government-handled complaints on the portal.
Users should identify the bank, service or transaction involved and clearly describe the issue.
Where a complaint is specifically regulated through another competent authority or banking complaint mechanism, users should also consider the appropriate official channel.
13. FIA / Cyber Crime
This category relates to matters associated with the Federal Investigation Agency and cyber-crime-related complaints.
Users should accurately describe the nature of the issue and provide relevant details.
For serious cyber incidents or matters requiring specialized investigation, citizens should also follow the current official procedure of the competent authority.
14. Land Revenue
Land Revenue covers government matters involving land records, revenue administration and related land-revenue services.
Examples may include issues involving land records, revenue offices, mutations or other matters under the relevant land-revenue authority.
The responsible department can differ between provinces, so users should provide the location and relevant land information.
15. Overseas Pakistani / Call Sarzameen
This category is intended for matters concerning overseas Pakistanis and related government facilitation services.
Overseas Pakistanis can use the relevant category when their complaint concerns a government service or issue associated with their status or affairs in Pakistan.
The PMDU specifically states that its grievance-redressal mechanism places emphasis on facilitating overseas Pakistanis.
16. Licenses, Certificates & Registrations
This category covers government-issued licenses, certificates and registration-related services.
Examples may include delays, difficulties or service problems involving government documentation and registration services.
The complaint should identify the specific license, certificate or registration involved.
17. Immigration & Passport
This category relates to immigration and passport services.
Users experiencing a problem with a relevant passport or immigration service can review this category and select the applicable option.
The complaint should include relevant details while avoiding unnecessary disclosure of sensitive information.
18. NADRA
The NADRA category covers complaints concerning services associated with the National Database and Registration Authority.
Possible matters can include problems involving identity-document services, registration-related services and other NADRA matters that are available through the portal.
Users should provide the relevant service details and complaint information.
19. Land Grabbing / Encroachment
This category concerns complaints involving alleged land grabbing or encroachment.
Users should clearly identify the location and nature of the issue and provide relevant factual information.
Where possible, the complaint should distinguish between an alleged encroachment issue and an ordinary land-record dispute so that the matter can be directed appropriately.
20. Media
The Media category covers relevant complaints or issues associated with media-related government responsibilities.
The appropriate description of the issue should be included so that the complaint can be understood by the receiving authority.
Other Categories
The official PMDU 2025 statistics report identifies 30 top categories rather than only the 20 listed above. The remaining categories in the report include areas such as Housing, Food, Agriculture, Federal Board of Revenue, Gas, Railways, Employment, Social Welfare, Environment, and other government-service areas.
Because complaint categories and departmental routing can change as government services and portal configurations are updated, users should rely on the categories currently displayed in their Pakistan Citizen’s Portal account when submitting a complaint.
How to Choose the Correct Complaint Category
Start by identifying the main problem rather than the department you think should solve it.
For example, if your problem concerns an electricity connection, begin with the electricity or power-related category.
If the issue concerns a government school, review Education.
If the problem concerns a land record or revenue matter, review Land Revenue.
If the issue concerns a passport service, review Immigration & Passport.
If the issue concerns an identity-card service, review NADRA.
If the issue concerns a local sanitation or municipal service, review Municipal Services.
If the issue concerns alleged corruption or malpractice, review the relevant corruption category.
The most important point is to describe the actual problem accurately.
Category and Subcategory Are Not the Same Thing
A broad category identifies the general subject of a complaint.
A subcategory provides a more specific description of the issue.
For example, a complaint may first fall under a broad area such as Health, Education or NADRA, after which the portal may provide more specific options.
The available subcategories can change as the portal is updated. Therefore, users should select the closest available option rather than relying on an old screenshot or outdated list found on another website.
What Information Should You Include in a Complaint?
A useful complaint should clearly explain:
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What happened
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Where it happened
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When it happened
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Which service or department is involved
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What problem you are facing
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What action you have already taken
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What resolution you are requesting
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Relevant reference, application or complaint numbers
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Supporting documents where appropriate
Avoid writing a complaint that is too vague.
Instead of writing only “My problem is not solved,” explain the actual issue and identify the relevant service.
Can One Complaint Cover Multiple Issues?
It is generally clearer to submit a complaint focused on one main issue.
If several problems are unrelated, separate complaints may make the matters easier to understand and route.
If several problems are directly connected to the same incident or government service, explain their relationship clearly in one complaint where appropriate.
Can You Change the Category After Submission?
The exact options available for changing or correcting a category can depend on the current portal workflow and the status of the complaint.
If you realize that the wrong category was selected, check the available complaint-management options in your account.
If no correction option is available, use the official Pakistan Citizen’s Portal support or complaint-management mechanism for guidance.
What If You Cannot Find Your Category?
Government services change over time, and the portal's categories and subcategories may also be updated.
If you cannot find an exact category, select the closest relevant category available in the current portal and explain the issue clearly.
Do not select an unrelated category merely because it is the first option available.
Can Citizens Submit Suggestions Instead of Complaints?
Yes. The official PMDU description says that Pakistan Citizen’s Portal provides a mechanism for citizens to raise issues, complaints and grievances as well as submit suggestions.
A suggestion is different from a complaint because it may be intended to recommend an improvement rather than report an individual unresolved problem.
Can Citizens Report Violations?
The official PMDU website states that citizens may use the portal for personal complaints and grievances, suggestions, reporting violations of laws and seeking guidance.
When reporting a serious matter, provide factual information and avoid making unsupported allegations.
Why Should You Avoid False or Misleading Complaints?
A complaint submitted through a government grievance system should contain accurate information.
False, exaggerated or misleading information can make it more difficult for authorities to identify genuine problems and may have consequences under applicable rules.
Describe what you know and clearly distinguish facts from assumptions.
Pakistan Citizen’s Portal Complaint Categories Can Change
The official statistics report provides a useful picture of major complaint categories, but it should not be treated as a permanent list of every category and subcategory that will always appear in the mobile app or web portal.
The portal is a live government service, and categories, departments and routing arrangements can be updated.
For that reason, always check the current options displayed when submitting your complaint.
Final Tips for Selecting a Category
Choose the category that describes the main issue.
Read the subcategories carefully.
Mention the relevant department or service in the complaint description when known.
Include location details where they are relevant.
Add reference numbers where available.
Attach supporting information when appropriate.
Do not submit duplicate complaints unnecessarily.
Keep your complaint number after submission.
Check the complaint status through the official portal.
If the category does not appear suitable, use the official support mechanism for guidance.
Conclusion
Pakistan Citizen’s Portal provides citizens with a government channel for submitting complaints, grievances and suggestions to relevant government organizations. Its complaint categories cover a broad range of public services, including Energy & Power, Municipal Services, Education, Transport & Communications, Law & Order, Human Rights, Health, Corruption / Malpractice, Banking, Land Revenue, Immigration & Passport, NADRA and other areas.
Selecting the correct category can help communicate the nature of a complaint more clearly. However, users should always check the categories and subcategories currently displayed in the official Pakistan Citizen’s Portal because the available options may change.
The best approach is to identify the main problem, select the closest relevant category, provide factual details and include the information needed by the concerned government organization to understand the issue.
Guide Information
Eligibility
Pakistan Citizen’s Portal registered citizens, overseas Pakistanis and other eligible users who want to submit complaints, grievances or suggestions through the official government platform.
Required Documents
Documents are not universally required for every complaint. Depending on the issue, users may need relevant reference numbers, application details, photographs, receipts, official correspondence or other supporting evidence.
Fees
No general fee is stated by the official PMDU website for submitting a Pakistan Citizen’s Portal complaint.
Processing Time
Processing time varies according to the nature of the complaint, concerned department and applicable government procedures. Users should check their complaint status through the official portal.WHEN TO APPLY:A complaint can be submitted when a citizen faces a relevant problem with a government service, government organization or matter covered by the portal.
Application Method
Complaints can be submitted through the official P
Validity Period
A complaint remains subject to the applicable complaint-management process and status of the concern
Step-by-Step Process
- Open the official Pakistan Citizen’s Portal application or web portal.
- Sign in to your registered account.
- Start the complaint submission process.
- Identify the main problem you want to report.
- Determine which government service is involved.
- Review the available complaint categories.
- Select the category that most closely matches your issue.
- Review the available subcategory options.
- Select the most relevant subcategory when available.
- Avoid selecting an unrelated category simply because it is convenient.
- Describe the problem clearly.
- Mention where the problem occurred.
- Mention when the problem occurred.
- Identify the relevant department when known.
- Include an application or reference number where applicable.
- Explain what action you have already taken.
- Explain what resolution you are requesting.
- Attach relevant supporting information where appropriate.
- Review the complaint before submission.
- Check that the information is factually accurate.
- Remove unnecessary personal information.
- Avoid unsupported allegations.
- Make sure the selected category matches the complaint.
- Submit the complaint through the official portal.
- Save the complaint number or reference number.
- Keep copies of important supporting documents.
- Monitor the complaint status through the portal.
- Respond to any official request for additional information.
- Check whether the concerned department has provided a response.
- Review the response carefully.
- If the issue remains unresolved, use the available official complaint-management options.
- Do not create duplicate complaints unnecessarily.
- If the category was selected incorrectly, check whether the portal provides a correction option.
- If no correction option is available, seek official support.
- Keep your complaint details for future reference.
- Use the official portal for subsequent status checks.
- Avoid unofficial websites claiming to process Citizen’s Portal complaints.
- Do not share your account password or OTP with another person.
- Use factual and respectful language.
- Update the complaint with relevant information if the portal permits it.
- Keep the complaint focused on the main issue.
- Use separate complaints for unrelated issues where appropriate.
- Check the current category list before submitting a new complaint.
- Remember that categories and subcategories may change.
- Contact official support if you cannot identify an appropriate category.
Official Information
Contact: Pakistan Citizen’s Portal official web portal currently displays [support.pmdu@pmo.gov.pk](mailto:support.pmdu@pmo.gov.pk) as its support email.
Frequently Asked Questions
They are classifications used to identify the subject of complaints submitted through Pakistan Citizen’s Portal.
They help describe the nature of a complaint and support routing toward the relevant government organization.
It covers complaints relating to electricity and other relevant energy and power services.
It covers issues involving municipal and local-government services.
It covers complaints relating to education services and relevant educational authorities.
It covers relevant complaints involving transport and communication-related government services.
It covers relevant public safety, policing and law-and-order matters.
It covers matters involving human-rights-related government responsibilities.
It covers relevant complaints concerning government healthcare services and health authorities.
It concerns complaints involving alleged corruption, malpractice or improper conduct within the relevant government-service context.
It covers relevant social protection and social-safety government services.
It relates to complaints concerning government development schemes and projects.
It covers matters relating to services and schemes associated with the Prime Minister’s Youth Program.
It covers relevant banking-related complaints handled through the Citizen’s Portal system.
It relates to matters associated with FIA and cyber-crime-related complaints.
It covers relevant land-record and revenue-administration matters.
It relates to relevant issues involving overseas Pakistanis and associated government facilitation services.
It covers relevant government licensing, certification and registration services.
It covers relevant passport and immigration service matters.
It covers relevant complaints concerning NADRA services.
It concerns complaints involving alleged land grabbing or encroachment.
It covers relevant media-related government matters.
Yes. The official PMDU statistics report lists a top 30 category breakdown, including additional government-service areas.
Yes. The available categories and subcategories can change as the government portal and services are updated.
No. Check the categories currently displayed in the official portal before submitting your complaint.
Select the closest relevant category and explain the issue clearly, or seek official support if necessary.
Yes. The official PMDU website states that the portal supports suggestions as well as complaints and grievances.
The PMDU states that citizens may use the portal to report violations of laws and raise relevant complaints.
Explain what happened, where and when it happened, which service is involved and what resolution you are requesting.
If you know the relevant department, mentioning it can make the complaint clearer.
Attach relevant supporting documents when appropriate and when the portal allows them.
Yes, when one already exists and is relevant to the issue.
You can submit complaints about separate issues, but avoid creating unnecessary duplicate complaints about the same matter.
The available correction options depend on the current portal workflow and complaint status.
Check whether the portal provides a correction or complaint-management option. If not, seek official support.
No. Category selection helps describe and route the complaint but does not itself guarantee a particular outcome.
No general complaint-submission fee is stated by the official PMDU website.
Processing varies according to the issue and concerned government organization.
Pakistan Citizen’s Portal is designed to allow citizens to interact with government organizations regarding their complaints and issues.
Yes. The PMDU specifically identifies facilitation of overseas Pakistanis as an area of emphasis.
The current official registration system provides a separate Foreigner registration option.
The official PMDU website describes it as a government-owned mobile application.
The official PMDU website states that Pakistan Citizen’s Portal is available on Android and iOS.
Use the closest available category and explain the problem clearly, or contact official support.
Use the appropriate emergency service for immediate assistance rather than relying only on a Citizen’s Portal complaint.
No. Provide factual information and supporting evidence where appropriate.
Related problems can be explained together when they concern the same main issue, but unrelated issues are generally clearer when submitted separately.
Save the complaint number and monitor its status through the official portal.
The official web portal currently displays [support.pmdu@pmo.gov.pk](mailto:support.pmdu@pmo.gov.pk).
Use the official Pakistan Citizen’s Portal and PMDU websites rather than third-party websites.