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TABLE OF CONTENTS

S.No Title Page

1 Introduction 4

2 Complaint handling 8

3 Profile privacy 15

4 Efficiency & Follow-up Mechanism 18

5 Suggestion handling 20

6 Approval of Manual 22

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1. Introduction
1.1 Prime Minister’s Performance Delivery Unit (PMDU)
Prime Minister’s Performance Delivery Unit (PMDU) established in 2013 has been
reorganized with a new vision to promote citizen-centric and participatory governance.
PMDU is pioneering a nation-wide complaints and grievance redressal mechanism with
special emphasis on facilitation of overseas Pakistanis, women, special persons and
foreigners. The primary objective of the unit is to provide citizens’ an opportunity to
seamlessly communicate with all government entities and have their issues resolved with
priority, in accordance with the vision of the Government. The Unit will enable the
establishment of a culture of quantified performance management and make the various
government entities accountable for their mandated roles and responsibilities. Besides, the
Unit will put forward recommendations for amendment and simplification of cumbersome
official procedures as evidenced from the database for the purpose of assuring public
facilitation.
The Unit strives to assure that the registered citizens/members on Pakistan Citizen’s Portal
(PCP) get every possible relief from the Government Organizations being interacted. The
citizens/members may have suggestions to put before the authorities or personal
complaints and grievances or to report violations of laws by the people or to seek
guidance etc. The Unit takes it as a prime responsibility to ensure that all complaints and
suggestions are handled fairly and efficiently through concerned organizations. This
manual is designed to help the Government Organizations to efficiently respond to the
matters raised on the Portal. The processes described in this manual are intended for
understanding and use of all concerned stakeholders.

1.2 Pakistan Citizen’s Portal (PCP)

Pakistan Citizen’s Portal (PCP) is a Government-owned Mobile Application
(available on both Android and iOS) and is being used as a tool to promote
citizen-centric participatory governance. It provides a nation-wide window to connect
people with Government Organizations at all levels for raising their issues with authorities,
complaints’ redressal and suggestions. On Government’s side, it helps to promote the
culture of quantified performance management and make the various government entities
accountable for their mandated roles and responsibilities.
1.2.1 Features
1.2.1.1 People by installation of the App, can be benefitted in the following ways;
• Citizens’ empowerment
• Free registration on the Portal via App.
• Creation of a long-lasting account with Governments’ authorities at all levels for
lodging complaints, identifications of issues as a social responsibility and
suggestions.
• Direct interaction and connectivity with the concerned office/officers.
• No reference required to put forward a case.
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 • No physical mobility required.
• Regular update and real time tracking regarding the status of complaints
etc.
• No timing bar on complaint lodging/case submission.
1.2.1.2 Organizations while using the respective dashboards can be benefitted in the
following ways;
• Identification of grey areas in policy making.
• Acquaintance about critical public issues.
• Getting suggestions on various pertinent subjects.
• Efficiency tracking of officers/offices/organization.
• Performance accountability.
• Governance accountability.

1.3 Objectives
The manual aims to ensure that complaints, guidance seeking queries and suggestions from
registered members of the Portal are handled in a clearly defined and effective manner.
Objectives of the manual are to;
• Enable the Organizations to respond and attempt to resolve complaints of the
registered citizens/members in a timely and appropriate possible manner.
• Ensure complaints & suggestions are timely forwarded to the concerned officer/office
within the organization or other organizations (if not related).
• Respond and keep the member/citizen well informed at all levels of the complaint
Redressal process.
• Ensure complaints are resolved in the manner of a possible relief provided to the
complainant.
• Provide focal persons with an understanding about complaints & suggestions handling
processes i.e. lodging, forwarding, retrieving, reopening, resolving, responding and
closing.
• Identify how complaints & suggestions are used as basis for evidence-based policy
making.
• Establish review and summarization procedures, internal/external reporting
procedures, and procedures for handling confidentiality issues.
• Enable organizations to integrate all existing complaint cells/systems with Pakistan
Citizen’s Portal.

1.4 Categories of Registered Members

People registered or being registered on Pakistan Citizen’s Portal regarded as members
are categorized as follow;
S.No Category Description
1 Pakistani All Pakistanis without any discrimination based on caste, creed, religion,
citizens color, gender, age, physical/mental condition etc. may register on the
Portal.
2 Overseas All Pakistanis who are either abroad (for work, study etc.) or on leave
Pakistanis at home (Pakistan) may register on the Portal.
3 Foreigners Foreigners and Pakistanis turned foreigners may register on the Portal.

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Introduction
 1.5 Responsibility
1.5.1 Head of the Organization/Government Entity
All Heads of Organizations/Government entities are primarily responsible and are
expected to ensure efficiency and quality in complaints resolution processes. For the
purpose, regular review meetings shall be conducted within the organization and with
respective attached departments so as to identify bottle necks in timely resolution as well
as performance accountability of the officer concerned. Furthermore, it shall be ensured
that the dashboard handler/focal persons are frequently trained from time to time and
fully equip with the necessary skills and resources to process complaints.
1.5.2 Focal Person/Dashboard Handler
Federal Ministries/Divisions and all other Government entities have nominated focal
persons (i.e. one administrative and other IT professional). Thus, it will be the joint
responsibility of both the focal persons (administrative and technical) to work
collaboratively to ensure the complaint resolution process is carried out in a uniform,
timely, and consistent manner. They are responsible for;
• Timely examination of all complaints & suggestions as received.
• Initiating action and referral of the complaints to concerned quarter for necessary
action within time frame.
• Immediate forwarding of all complaints & suggestions if related to other
organizations.
• Record appropriate comments at all stages of complaint resolution.
• Generate time to time analysis reports for the high-ups regarding total complaints,
resolutions and pendency status, suggestions as well as performance of the officer
concerned.

1.6 Uses of the Portal

A registered member on Pakistan Citizen’s Portal may establish interaction with
Government Organizations for the following purposes;

S.No Category Description

1 Complaint lodging A complaint lodged on Pakistan Citizen’s Portal may either

be related to personal issue/matter of the registered
member or an identification of a matter as a social
responsibility i.e. any violation of laws by any individual or
group.
2 Guidance/ Seeking guidance regarding any Government procedures
Information seeking involved in availing some service(s) or any other
information acquired on the relevant subject of the
Organization.
3 Suggestions Suggestions that could resolve any issue pertaining to
general public. The suggestion may lead to any execution
of any development project, policy making/legislation,
administrative reform or simplification of an existing
procedure.

Introduction Page 6 of 24
1.7 General Principle
Except in cases where complaints and suggestions need to be referred to a different
dashboard, routine and ordinary nature complaints/grievances, especially guidance
seeking queries if possible shall be resolved without indulging into formal processes. The
overall objective of the Portal is to resolve complaints efficiently to the possible
satisfaction of the complainant. All Government Organizations shall develop a culture that
value complaints and is more likely to:
• Be accessible– this means being open to public complaints about standards of
service delivery, the conduct of staff, and Government policies, procedures and
practices, as well as being committed to promoting and implementing an accessible
complaints system as a means to address problems and enhance the performance
of the Organization and its human resource.
• Be approachable – responding to complaints in an efficient manner.
• Be fairly and factual – addressing each complaint with courtesy, and in an
objective and an unbiased manner.

1.8 Compulsion
People always want their complaints to be resolved in a reasonable time, they even want
to know the approximate resolution time after initial acknowledgement, and they want to
be kept up-to-date throughout the process. Some organizations may receive a lot of
complaints about issues that cannot be addressed, perhaps because of inadequate
resources or government policy. Perhaps the policy needs to be reconsidered or perhaps
resources could be better managed. If neither is practical or appropriate, at least the
complainant shall;
• be treated with respect and courtesy, and as an individual
• be patiently listened to and be given an explanation on a decision made.
• be given an apology if a relief is not granted due certain limitations, if
appropriate.
• be compensated, if appropriate.
• be treated fairly .
• be assured the problem won’t happen again.
• be encouraged and assured not suffer any adverse consequences from making a
complaint.
Appropriate response is critical as it will avoid a complaint escalating to the higher authorities.

Introduction
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2. Complaint Handling
2.1 What does complaint mean?
It is imperative to define a complaint for a much better understanding of the Government
Organizations dealing Pakistan Citizen’s Portal to address public concerns. A complaint
may refer to an objection over poor service delivery, failure to provide information,
inefficiency, unfair decisions, merit violation, poor administration etc. People make
complaints because they are unhappy with a decision, the way a service was delivered,
the level of service they have received, or the behavior of staff. The dissatisfaction of the
complainant is communicated in two capacities;
i. Personal Capacity; Personal matters or grievances that are being taken up with the
concerned Government organization for Redressal/resolution.
ii. Social Responsibility; Matters or issues to be taken up with Government
organizations for attention/redressal as a social responsibility.
A complaint may include any grievance related to an organization i.e. caused by long
procedural delays in availing some service(s), or as a result of policy or legal lacunas etc.
A complaint may also include allegations of some form of mis-conduct, misuse of authority,
non-cooperation of the officer, demand for bribe etc. A complainant may also raise some
guidance/information seeking queries.
2.2 Complaint Obstacles
All Government Organizations shall help citizens to easily complain to an authority by
removing all obstacles like;
• Letting the people know who to contact or what process to follow in availing any
service.
• Giving people confidence that no privilege or service already granted will be
withdrawn if a complaint is made
• No biased treatment if a complaint is lodged on the Portal
• Giving the surety that the issue will be addressed in time and with no hurdles.
• Giving an impression that the complaint will not prove a cry in wilderness.
2.3 Stages of Complaint Resolution
A complaint may pass through the following stages as evident in the picture of a sample
Dashboard;

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 2.3.1 New Complaints
Any complaint upon its first arrival at a dashboard will get hosted under the icon of
the new complaints. It will remain there until it is opened for some comments or
further processing. The assigned timeline of any complaint either received directly
from the citizen or forwarded by any organization will start at this stage.
2.3.2 In-Process Complaints
This is the initial stage of a complaint, guidance seeking query reflected on the
respective dashboard. Every complaint has a default resolution time in the system
that may vary from category to category. At this initial stage, a complaint received
on a dashboard will be reflected as In-process. This stage involves steps like
initiation of action, assignment of complaints to concerned officer and processing till
timely resolution.
2.3.3 Escalated Complaints
Escalation is a state wherein a complaint assigned to a dashboard (the level which
routinely handles and makes operational decisions about the subject matter of a
complaint) fails to resolve within the default timelines. The system records escalation
at two stages as given below;
2.3.4 Red Icon/Initial Escalation;
A complaint in process, shall assume the status of initial escalation (red icon) after 10
days of lodging/arrival. However, it will remain on the same dashboard till 20th day
and will not escalate to the next higher level of decision making in the hierarchy of
organization. This type of escalation pushes the Organization to look into the matter
and resolve.
2.3.5 Black Icon/Super Escalation (to be operationalized)
An initially escalated complaint, shall assume the status of super escalation
(black icon) on 21st day of lodging/arrival. However, the same will escalate to the
dashboard of the next higher level of decision making in the hierarchy of
organization. The handler of initial dashboard will no longer be able to resolve the
same rather liable to explain as to why the complaint was not addressed at their
level. During complaint resolution process, frequent super escalation of complaints
from a dashboard will be treated as inefficiency on part of the
officer/organization concerned and the Administrative Head of the Organization
shall be responsible for action under efficiency and conduct rules. Escalation due to
the following reasons will not be treated as inefficiency;
• Delayed forwarding from other Organizations.
• Complaint requiring further clarification and details either from the complainant
or the organizations involved.
• Complaints leading to financial implications/development schemes
• Delays due to procedural or legal requirements
• Potential fraud/misrepresentation
• Complaints involving joint responsibility of two or more organizations.
• Likely litigation

However, the citizen shall be given logical response by all means during the assigned
timelines.

Compliant Handling Page 9 of 24

 2.3.6 Forwarded Complaints
The forwarding option provides a two-way communication. By this, a dashboard
handler can both forward and receive complaints. Erroneously received complaints
at a dashboard either from a registered citizen/member or another organization
shall be forwarded immediately to concerned organization(s) through the system and
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he organization from where it is received shall be avoided. The complaint or
suggestion shall be forwarded by the officer concerned when he/she feels it
relevant to a different dashboard/entity either within the organization or outside.
The focal person shall ensure that all irrelevant complaints and suggestions are
forwarded to concerned organizations within 24 hours. It is worth to mention that
all forwarding shall go through the system and not by conventional means. While
forwarding a complaint to the concerned organization/the dashboard handler may face two
situations;
2.3.6.1 Federal Organizations
The complaint, guidance seeking query or suggestion pertaining to Federal
Government shall directly be forwarded to dash board of the Federal
Secretary/Head of the Organization with appropriate comments.
2.3.6.2 Provincial Departments
The complaint, guidance seeking query or suggestion pertaining to
Departments in the Provincial Governments shall directly be forwarded to dash
board of the Chief Secretary concerned or the Department if listed in the
system with appropriate comments.
2.3.6.3 Retrieval of a forwarded complaint
A complaint forwarded erroneously or to an irrelevant dashboard shall
immediately be retrieved back and
be re-directed to concerned
Government entity with appropriate
comments.

Compliant Handling Page 10 of 24

 2.3.7 Complaint Resolved/Closed
A registered citizen/member is always seeking resolution of a complaint to the level
of his/her own satisfaction, though sometimes it is not possible keeping in view of the
merit/rules/regulations or availability of funds. While resolving a complaint, the
Government Organization/entities may face two situations- one wherein the
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processing is resolved with actual relief granted while in second the complaint is
resolved as per merit with no relief granted. Every complaint resolution may not earn
the complainant a satisfactory response. In both situations, it is mandatory for the
dashboard handler/organization to record proper remarks in the comment box
while marking a complaint as resolved. In both cases, necessary notification or
reference of the rule/regulation applied thereon shall also be attached as an
evidence for satisfaction of the complainant. Similarly, complaints in the form of
guidance seeking queries shall also be responded with proper attachment of the
documents (where required).
Note: All complaints shall be resolved while adhering to relevant
laws/rules/regulations. Any complaint lodged on the Portal does not make it
entitled to be dealt above the law.
2.3.8 Reopening of a closed complaint
A complaint if marked resolved or closed erroneously shall be reopened
immediately and be resolved as per merit required. A closed complaint can be
reopened in two ways;
• By the dashboard handler/organization

• B
y

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e
PMO/PMDU if the Organization concerned has not properly resolved the complaint
as per its merit.

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2.4 Trending Complaint
An issue being common and frequently highlighted in complaints shall be treated as
trending complaint. Such cases shall specifically be looked into for a permanent or
possible long term solution. In this regard laws/policies/procedures or developmental
projects (where required) shall be proposed to do away with the frequently caused public
inconveniences. To address trending complaints, any of the following measures shall be
adopted;
• Adopting policy/legal instrument/SOPs if missing or amendment in the same if
required in the public interest.
• Inclusion of projects in relevant development portfolios.
• If existing procedures involved in availing some services are cumbersome they shall
be simplified to the maximum possible way. Technological solution shall also be
taken into consideration.
• Addressing deficiency of human resource, equipment and space where required.
• Performance and efficiency accountability of the concerned organization/officer.

2.5 Dropping complaints

A complaint, guidance seeking query or a suggestion upon arrival at a dashboard shall be
dropped by closure on the following grounds. However, appropriate reason shall be
recorded with necessary attachment (if required) as evidence in the comments box;
2.5.1 Complaints Received on the Portal
Complaints, guidance seeking queries and suggestions involving;
• Court matters
• Political matters
• Unclear and vague contents
• Missing details of the complainant
• Purely family/domestic issues
• non-issues
• Information seeking complaint regarding classified matters
• Complaint regarding any other critical subject.

2.5.2 Complaints Received otherwise

Complaints received to an organization/dashboard via post mail etc shall be inserted into
the system through manual complaints option and be treated the same way as stated
above.
2.6 Dealing Manual Complaints
The dashboard of Pakistan Citizen’s Portal provides a facility to
all Government Organizations whereby they can manually
lodge any complaints & suggestions received to them in any of
the following forms;
• Phone call
• Postal mail
• Electronic mail
• Walk-in visit to office
• Websites
• Social Media

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Furthermore, all existing complaint cells shall be integrated with Pakistan Citizen’s Portal.
For the purpose, complaints received in the respective complaint cells by any of the above
mediums, shall be manually inserted into Pakistan Citizen’s Portal. This will help the
Organizations to get complaints efficiently resolved through a paperless system.

2.7 Response/Comments
Every citizen/member maintains an account of his/her complaints with details. Thus, comments
are mandatory at all stages of complaint processing. However, reply to complainants shall be

prompt, accurate, and with courtesy. It shall also be ensured that comments/response shall be
in same language wherein the complaint has been lodged. While responding/commenting on
a complaint during processing, the following shall be considered;

Complaint Handling Page 13 of 24

2.7.1 In case of initial processing. If the contents of complaint are not clear or
some additional information is required to the complaint handling authority, the
same shall be solicited from the citizen/member in the comment box.
2.7.2 In case of forwarding. In case of forwarding a complaint to concerned
authority (if found irrelevant), the reasons be provided as to why and where the
complaint is being forwarded.
2.7.3 In case of resolution. Upon resolution, the citizen/member shall get
notification message of the outcome of his/her complaint. In case the complaint
is resolved with no relief granted, cogent reasons shall be provided with
attachment of the applicable rules where possible. In case, resolution of a
complaint is subject to some financial implications & time factor, the same shall
also be communicated with tentative resolution timelines.
2.7.4 In case of suggestion. In case of suggestions, the citizen/member shall be
appreciated and encouraged and be informed as to what action will be taken on
his/her suggestion.
2.7.5 Guidance seeking queries. A complaint received in the form of guidance
seeking query shall be responded with timely advice and necessary attachments.
2.7.6 In case of dropping. Complaints that do not qualify to be processed shall be
closed on cogent grounds. The member/citizen shall be informed about the
reasons.
2.8 Strengthening Complaint Resolution Processes
It is a common perception on part of all Government Organizations/entities that
additional resources are mostly required to improve the management of complaints.
However, it is possible to attain significant progress in addressing public issues and
complaints without the need for additional resources. The number of complaints can be
minimized by adopting measures like;
• Improving service delivery, thus leading to noticeable reductions in complaint
numbers over time.
• Proactive communication of the laws, policies and procedures to the public.
• Time to time amendments in policies, procedures or processes as a result of
complaints or feedback so as to overcome any perception that ‘nothing ever seems
to change’ as a result of complaints.

Complaint Handling Page 14 of 24

3. Profiling &Privacy
3.1 Citizen/Member Profiling (to be operationalized)
Citizen/member profiling, is an essential analytical option to be used by the
organization/dashboard handler. This is a mandatory option for the dashboard handler to
identify an irresponsible member/citizen by rating the nature of his/her complaints.
Multiple complaints received from a member’s ID either at the same dashboard or
different dashboards will be rated in terms of their nature. If a complainant is rated by
different dashboards as irresponsible i.e. complaining about non-issues and providing
misguided information will be blocked after attaining a certain threshold. Prior to that the
citizen will be given a warning message.

3.2 Privacy
Every registered member/citizen on Pakistan Citizen’s Portal has the liberty to hide or
restrict his/her identity with regard to the contents of complaint being lodged. However,
members with unhidden profile(s) shall also be kept confidential to the maximum extent
possible, until otherwise required in the best interest of the complainant and fair
determination of the complaint. The authorized dashboard handler(s) if intends to see the
profile of the complainant shall consider the following two scenarios;

3.3 In-case the complainant’s profile is unhidden

Directly access the profile of the complainant(s); however, the system is capable to record
entry against the authorized dashboard user from where the profile of the complainant
is/was accessed.

3.4 In-case the complainant’s profile is hidden

Send a request to the complainant via system to unveil the required information regarding
his/her profile within 48 hours. However, this request is permissible in cases wherein
disclosure of complainant’s profile is inevitable for processing & resolution. The following
circumstances may lead the dashboard handler to acquire unveiling of the member’s
profile;

• Incomplete information about the issue/complaint

• Vague contents
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3.5 Complaints Categories/Levels
All complaints, guidance seeking queries and suggestion should be dealt with as
quickly as possible. However, the time to resolve a complaint is embedded in the
system. When a complaint is assigned to the Primary Dashboard (Level-I), it should be
# Level 1 Level 2
1 Health Illegal Practice / Quacks, Primary Health, Medical Teaching Institutes,
Illegal Medicines, Secondary Health
2 Education Elementary & Secondary, Higher Education Commission, Universities,
Private Schools, Colleges
3 Municipal Services Water Connection, Illegal Construction, Graveyards, Construction
material on roads, Street Lights, Encroachment, Parking / Adda, Low
hanging electricity wires, Price Control, Water Supply Scheme, Stray
Animals, Cleanliness, Unhygienic Food / Factory, Illegal billboards,
Repair of Street
4 Land & Revenue Transfer of Land / Mutation, Complaint against Revenue Staff
5 Law & Order Prisons, Traffic Police, Police, Pakistan Railway Police, Motorway Police,
Airport Security Force, Anti-Narcotics Force
6 Transport Fares, Bus Addas, Overloading, Pakistan International Airlines (PIA),
Railways
7 Communications Irrigation Roads, Airports, C&W Roads, Motorways, Local Govt Roads,
National Highways
8 Energy & Power Gas, Electricity
9 Govt Service Appointments, Pensions, Promotions, Pays & Allowances, Posting /
Matters Transfers, Enquiries
10 Citizen Rights Denial of Rights, Consumer Rights, Child Abuse, Right to Information,
Sexual Harassment, Missing Persons, Right to Services, Gender
Discrimination
11 Licenses, Certificates Domicile Certificate, Route Permit, NGO NOC, Arm License, Death
Certificate, Divorce Registration, Medical Store License, NOC for Foreign
Traveler, Driving License, Birth Certificate, Vehicle Fitness Certificate,
Fishing License, Marriage Certificate
12 Registrations Union Registration, Company Registration, Pakistan Engineering Council
(PEC), NGO Registration, Vehicle Registration
13 Tax & Money Provincial Tax, Sales Tax, Customs, Financial Fraud, Income Tax, Money
Laundering, Federal Excise
14 Media, Cyber Cyber Crime, Print Media, Social Media, Electronic Media
Crimes
15 Immigration & Official Passport, Pakistani Visa, Issuance of Passport, Pakistani
Passport Citizenship
16 NADRA Juvenile Card, Family Registration, Issuance of CNIC, Form B, Overseas
Pakistani Card, Blocked CNIC, CNIC replacement / renewal
17 Disaster Internally Displaced Persons, Floods, Rehabilitation, Earthquake, Death
Compensation
18 Overseas Pakistani Pakistan Foreign Office, Pakistan Embassy in Resident Country,
Complaint to Prime Minister
19 Development Foreign Government Project, District Government Project, Federal
Projects Government Project, TMA Project, NGO Infrastructural Project, Provincial
Government Project, VC / NC Project
20 Environment & 10 Billion Tree Tsunami, Industrial Waste, Industrial Pollution , Billion Tree
Forest Tsunami, Forest Cutting, Hospital Waste
21 Agriculture Fisheries, Zarai Taraqiati Bank, Water Management, Livestock & Dairy,
Soil Conservation, Farmers, Seeds & Fertilizers
22 Investments Investment Issues, SECP related issues, Banks related issues
23 Suggestion Suggestion to Prime Minister, Suggestion to CM Punjab, Suggestion to CM
KP

Profile & Privacy Page 16 of 24

resolved within 1-20 days. A complaint without resolution in 10 Days will report as
escalated but will remain on the same dashboard. After 20 days, if not resolved at
Level-I, the complaint will escalate to the next higher level inviting attention of the
higher office. The Level-I categories of complaints are listed below;

Note: All organizations are at liberty to resolve any assigned complaint before its due time while
adhering to the rules/regulations. However in case of exceeding the upper limit of the assigned
timelines, the complaint will be reported as escalated.

Category Complaint Redressal Levels

Federal Level-I: Head of Regional/Zonal Office (Primary Dashboard)
Level-II: Head of attached Department at Federal Level (Secondary Dashboard)
Level-III: Federal Ministry/Division (Executive Dashboard)
Provincial Level-I: Head of District Department/Office (Primary Dashboard)
Level-II: Head of Administrative Department (Secondary Dashboard)
Level-III: Chief Secretary of the Province(Executive Dashboard)

Profile & Privacy

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4. Efficiency & Follow-up Mechanism
For effective resolution of public complaints, responding guidance queries and processing
their suggestions, all Heads of the Organizations/Government entities are responsible to
vigilantly pursue the complaints received at their respective dashboards. To develop a
culture that values complaints, it is critical that the Head of the Organization/Govt; entities
shall communicate clear message to all concerned staff that complaints can be a valuable
source of feedback on improving the organization’s services delivery if weaknesses are
identified through analyzing complaints. Follow-up guidelines are as follows;
• Complaints and suggestions are being viewed & forwarded in time
• Resolution of possible complaints being timely done & appropriate remarks to
citizens posted.
• Complaints involving role of two or more organizations are being sorted out
Furthermore, regular analysis of reports will enable trends to be monitored, the efficiency
of officers to be checked and improvements to be made accordingly. Regular monthly
reviews of complaint data will help to identify as to whether there have been any internal
or external factors (such as changes to legislation or applicable policies, organizational
structures or responsibilities, resources or systems) that could have affected the process.
Apart from the above, monthly review meetings shall be convened on the following lines;
5.1. Federal Secretaries
Organization Stakeholder Follow-up Participants Timelines
Tool
Federal Secretary/ Meeting All dashboards holders of Every 3rd
Ministry/Divisi Chairman the Ministry/Division and week of the
on heads of attached month.
organizations
Attached H/O the Meeting All dashboards holders of Every 2nd
Organization Organization the organization and week of the
zonal/regional level month.

Regional/Zon Regional/Zona Meeting Complaints dealing Every 1st

al Office l Head/In- team/staff. week of the
Charge month.

Page 18 of 24
 5.2. Chief Secretaries

Organization Stakeholder Follow-up Participants Timelines

Tool
Office of the Chief Meeting All divisional Every 3rd
Chief Secretary Secretary administrative week of
secretaries, IG Police, the month.
commissioners, and
deputy commissioners

Administrative Head of the Meeting All dashboards holders Every 2nd

Department Organization in the department and week of
District officers the month.

Divisional head Commissioner Meeting All Deputy 1st week

Commissioners
District Deputy Meeting All heads of the District 1st week
Administration Commissioner Departments of the
month

5.3. Performance Accountability

All Federal Organizations/Govt; entities shall conduct detailed performance audits, and
complainant satisfaction/citizen’s feedback surveys. Regular reports should be made to the
head of the organization about complaint resolution processes, complaint trends and
systemic issues, and recommendations for improvement where appropriate. The PMDU’s
team will from time to time conduct overall review of the complaints & suggestions processing
at all levels. Performance of an Organization will be judged on the following basis;
• Time factor in resolution of complaints.
• Number of complaints resolved.
• Quality of response to the citizens.
• Quality of resolution and
• Citizen’s feedback.

Efficiency & Follow-Up Mechanism Page 19 of 24

Mamachaniserm
5. Suggestion Handling
6.1 Suggestions on Pakistan Citizen’s Portal
Pakistan Citizen’s Portal (PCP) empowers the citizens by engaging them in policy and
decision making processes through their valuable suggestions. The purpose of citizen’s
involvement is to foster a culture of citizen’s engagement in policy making. However,
during examination it shall be ensured that suggestions are specific, unique, and
constructive, and most often should be related to functions of the Organizations.

6.2 Major Areas of Suggestions

The suggestions received from a citizen/member on the Portal shall be categorized into
the given areas;
6.2.1Financial/development
Suggestions whose adoption/implementation may involve financial implications thus,
leading to the following shall be listed in this category;
• Inclusion of a project(s) in the development portfolio or creation of an
endowment fund or other budgetary provisions,
• Increase in revenue sources of the government by levying taxes etc.
• Financial immunities/subsidies of various types etc.

6.2.2Policy/Legislative
Suggestions whose adoption/implementation may warrant devising of a
policy or legislative instrument for public conveniences, transparency or
accountability in the service delivery regime shall be listed under this
category.
6.2.3 Administrative/Procedural
Suggestions whose adoption/implementation may lead to initiation of
reforms in administrative or procedural processes. All such suggestions that
warrant devising new procedures (if missing) for availing certain services or
simplification of procedures or making them technology oriented shall be
listed under this category.
6.3 Processing Stages of Suggestions
A suggestion received on any dashboard, shall pass through the following stages;
6.3.1 Stage-I (Ministry/Division/Organization/Provincial Department’s Level)
6.3.1.1 Initial examination
• A suggestion shall first be examined by the focal
person/dashboard handler in terms of its relevance to the
organization and suitability for further processing.
• Checking for any possible duplication at the level of the
organization with any ongoing similar initiatives.
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 • Enlist the suggestion and referral to the Departmental Committee
(to be constituted at the main organization’s level) for final expert
opinion prior to initiation of concrete steps for implementation.

6.3.1.2 Appraisal
• Thorough evaluation of suggestion(s) by an
organizational/departmental team/committee of experts in terms
of resources required and target beneficiaries.
• At this stage, merits/demerits or tangible/intangible benefits shall
be looked into and the list of finally shortlisted suggestions be put
forwarded to the Central Committee.
• An internally constituted committee shall select the most suitable
and implementable suggestions with proper analysis and
recommendations for implementation.

6.3.2 Stage-II (Federal/Provincial Level)

A suggestion may either relate to a subject dealt by the Federal Government
or the concerned Provincial Government. After appraisal of the suggestions,
the list shall be placed before the Central Committee for final endorsement. All
Ministries/Divisions/ attached departments at Federal Level and
Departments/respective attached formations at Provincial Level shall process
the list of endorsed suggestions as follows;
By Federal Government By Provincial Government

Two committees are proposed to be constituted Two committees are proposed to be

on the following lines; constituted on the following lines;
a) Committee for Development interventions c) Committee for Development
• Secretary Planning Division…….Chairman interventions
• Secretary Finance Division………Member • Additional Chief Secretary…
• Secretary (concerned Min/Div)…….Member Chairman
• Section • Secretary P&D Deptt…Member/Secty
Chief………………Member/Secretary • Secretary Finance ………Member
• Secretary concerned…. Member
b) Committee for d) Committee for policy / legislative /
policy/legislative/procedural & procedural & administrative
administrative interventions. interventions.
• Secretary Establishment Division….Chairman • Chief
• Secretary Law Division……………Member Secretary…………………Chairman
• Secretary (concerned Min/Div)……Member • Secretary Establishment.….Member
• Secretary Law ……………Member
• Secretary concerned………Member

The endorsed list of policies/projects proposed under various suggestions, shall be returned to
the concerned Administrative organization for formal implementation in light of the decision of
the forums and conveying official acknowledgment to the citizen for his/her valuable
suggestion.

Suggestion Handling
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 6. Approval of the manual

This manual is approved by the Competent Authority and will be updated from time to
time.

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