ISLAMABAD: Prime Minister Imran Khan ordered the reopening of 0.238 million complaints received on the Pakistan Citizen’s Portal (PCP) with the direction to hold a review of cases under supervision for disposal on merit.
According to a letter from the Prime Minister’s Office (PMO), a total of 1.5 million complaints were received on the forum in 2021. Of them, 238,098 were earmarked on the basis of public feedback for reopening to the respective authorities for review and effective resolution.
The prime minister directed the federal secretaries, provincial chief secretaries and police chiefs to hold exclusive meetings with the heads of the concerned agencies and assign the respective caseload of complaints being reopened with specific instructions to review the same in their supervision for disposal on merit.
It was further directed that purpose of the review should not be merely increasing positive feedback rather actual disposal of issues/complaints while strictly adhering to the merit/rules and regulations.
“Responsibility, in the case of each organization/department/formation, shall be entrusted to a senior officer to supervise the review activity at all levels,” it was added.
Two sets of complaints/issues which were directed to be reopened/reviewed including a total of 11,4918 complaints in which relief was granted, whereas 123,182 other issues in which grant of partial relief was indicated.
In the first category, complaints selected for reopening included those which had been closed under the status of ‘relief granted’ wherein the citizens had denied the same by posting negative feedback.
While the other set of complaints selected for reopening/review pertained to the category where partial relief was granted. These warranted either to update the citizens about further progress in their cases if required or forward the same if it involved the role of any other department organizations, the contents of the letter said.
The PMO further said that out of these total complaints, 107,000 were related to the federal departments/organisations, 80,000 to Punjab, 27,000 to Khyber Pakhtunkhwa, 15,000 to Sindh, 3,000 to Balochistan, 11,00 to Azad Jammu and Kashmir, 400 to Gilgit-Baltistan which would be subjected to further review.
The public had posted their concerns on PCP related to municipal services, power and gas, communication and education sector.
