$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
H$YRLGVHQGLQJFRPSODLQWVXQGHUVXJJHVWLRQV¶FDWHJRU\DQGYLFHYHUVD
B.
THE FOLLOWING TYPES OF COMPLAINTS
L AVOID
3DNLVWDQLFLWL]HQ
3OHDVHGLIIHUHQWLDWHEHWZHHQDVXJJHVWLRQDQGDFRPSODLQW
$FRPSODLQWJXLGDQFHVHHNLQJTXHU\RUDVXJJHVWLRQXSRQDUULYDOWRDQ
LL CITIZEN’S
2YHUVHDV3DNLVWDQL
GUIDELINES
I3URYLGHWKHH[DFWORFDWLRQDGGUHVVRIWKHFRPSODLQWDQGDYRLGZULWLQJ
DXWKRULW\ZLOOEHGURSSHGRQWKHIROORZLQJJURXQGV
LLL MANUAL
)RUHLJQFLWL]HQ
FOR EFFECTIVE USE OF
\RXURZQDGGUHVVLQVWHDG
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
J$YRLGXQQHFHVVDU\FRPSODLQWVDV\RXUQRQVHULRXVDWWLWXGHPD\ZDVWH
‡$Q\LVVXHLQYROYLQJFRXUWPDWWHU
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
SUHFLRXVWLPHRIWKH*RYWPDFKLQHU\
‡3ROLWLFDOPDWWHUVKDYLQJQRUHODWLRQVKLSZLWKJRYHUQPHQW
$GGUHVV 3URIHVVLRQ DQG 4XDOL¿FDWLRQ $ FLWL]HQ FDQQRW UHJLVWHU XQWLO
K*LYHIHHGEDFNLQDYHU\FLYLOL]HGDQGSROLWHPDQQHUQRPDWWHU\RXU
RUJDQL]DWLRQVDXWKRULWLHV
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
IHHGEDFNLVSRVLWLYHRUQHJDWLYH
‡8QFOHDUDQGYDJXHFRQWHQWV
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
L$OZD\VDVNIRUHYLGHQFHLI\RXDUHWROGWKDW\RXUFRPSODLQWLVUHVROYHGRU
‡0LVVLQJGHWDLOVRIWKHFRPSODLQDQWRUFRPSODLQW
ZKHUHUHTXLUHG KRZHYHU WKH RSWLRQDO LQIRUPDWLRQ
Version 1.0 DUH HTXDOO\ LPSRUWDQW HQDEOLQJ WKH
RWKHUZLVH
‡3XUHO\IDPLO\GRPHVWLFLVVXHVKDYLQJQRLQYROYHPHQWRIWKHJRYHUQPHQW
*RYHUQPHQW LQ 3ROLF\ PDNLQJ IRU WKH WDUJHWHG JURXS 7KH RYHUVHDV
DXWKRULWLHV
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
IMPORTANT
NOTICE MREVWXG\HWF ZKLOHIRUHLJQHUVWRPHQWLRQ
INTRODUCTION
‡5DLVLQJQRQLVVXHV
&RXQWU\DQG5HDVRQ$EURDG
Prime
Minister’s Performance Delivery Unit (PMDU) has3&3
successfully
5HVSHFWHGFLWL]HQWKHSODWIRUPRI3DNLVWDQ&LWL]HQ¶V3RUWDO
SURYLGHV
‡,QIRUPDWLRQVHHNLQJUHJDUGLQJFODVVL¿HGPDWWHUVUHODWHGWRQDWLRQDO
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
ODXQFKHG
LWV YHU\ ¿UVW
LQLWLDWLYH
RI FRPSODLQWV
DQG JULHYDQFHV
UHGUHVVDO
\RX
DQ HIIHFWLYH
PHGLXP
WR LQWHUDFW
ZLWK JRYHUQPHQW
DXWKRULWLHV
IRU
VHFXULW\
HOW TORILODGE
COMPLAINT
WKURXJK3DNLVWDQ&LWL]HQ¶V3RUWDO
3&3 $SS,WLVD*RYHUQPHQWRZQHG
UHVROXWLRQ
\RXU FRPSODLQWV
ZLWKRXW
LQYROYLQJ LQWR FXPEHUVRPH
‡&RPSODLQWUHJDUGLQJDQ\RWKHUFULWLFDOVXEMHFW
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
0RELOH$SSOLFDWLRQ
DYDLODEOHRQERWK$QGURLGDQGL26
DQGLVEHLQJXVHG
SURFHVVHV
<RX FDQ
DOVR VHHN JXLGDQFH DERXW DYDLOLQJ
D JRYHUQPHQW
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
HOW
TO REGISTER
DVDWRROWRSURPRWHFLWL]HQFHQWULFSDUWLFLSDWRU\JRYHUQDQFH,WSURYLGHVD
VHUYLFHIDFLOLW\RUSXWIRUZDUGVXJJHVWLRQVIRUEHWWHUPHQWRIWKHVRFLHW\,WLV
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
7KHFLWL]HQFDQUHJLVWHULQWKHV\VWHPE\GRZQORDGLQJWKH$SSE\JRLQJ
QDWLRQZLGHZLQGRZWRFRQQHFWSHRSOHZLWK*RYHUQPHQW2UJDQL]DWLRQVDW
KRSHGWKDWWKLVSODWIRUPZLOOEHXVHGDVDQRSSRUWXQLW\DQGWKHFLWL]HQVZLOO
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
LQWR
WKH ³*RRJOH
3OD\ 6WRUH
RU DSSOH
VWRUH´
DQG GRZQORDG 7KH
WKH
DOOOHYHOVIRUUDLVLQJWKHLULVVXHVZLWKDXWKRULWLHVFRPSODLQWV¶UHGUHVVDODQG
QRW
LQGXOJH
WKHPVHOYHV
LQWR UDLVLQJ
SLW\$SS
QDWXUH
DIIDLUVQRQLVVXHV
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWGHWDLOV´
$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
VXJJHVWLRQV
2Q *RYHUQPHQW¶V
VLGH LW KHOSV
SURPRWH
WKH FXOWXUH
3ULPH
0LQLVWHU¶V
3HUIRUPDQFH 'HOLYHU\
8QLW WR
30'8
H[SHFWV
IURP RI
DOO
³FRPSODLQWORFDWLRQ´
LI:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
3DNLVWDQLFLWL]HQ
TXDQWL¿HGSHUIRUPDQFHPDQDJHPHQWDQGPDNHWKHYDULRXVJRYHUQPHQW
FLWL]HQVXVLQJWKH$SSWRDFWPDWXUHO\DQGUHVSRQVLEO\%HIRUHLQVWDOODWLRQ
WKH 3URYLQFH 'LVWULFW 7HKVLO UHODWHG WR WKH MXULVGLFWLRQ RI WKH
LLJ 6HOHFW2YHUVHDV3DNLVWDQL
HQWLWLHVDFFRXQWDEOHIRUWKHLUPDQGDWHGUROHVDQGUHVSRQVLELOLWLHV
RIWKH$SSWKHFLWL]HQVDUHDGYLVHGWRFDUHIXOO\UHDGWKHPDQXDO
LLLFRPSODLQW
)RUHLJQFLWL]HQ
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
A. CANCELLATION
YOUR
REGISTRATION!
GENERAL
INSTRUCTIONS
K 8VH
WKH RSWLRQ
RI ³&KRRVHOF
)LOH´
LI DQ\ DWWDFKPHQW
LV UHTXLUHG WR EH
7KH30'8H[SHFWVIURPFLWL]HQVWR
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
XSORDGHG ,PDJH0%9LGHR0%$XGLR0%)LOH0%
0XOWLSOHFRPSODLQWVUHFHLYHGIURPDPHPEHU¶V,'ZLOOEHUDWHGRQDODLG
D,QWHUDFWZLWK*RYHUQPHQW2UJDQL]DWLRQVLQDUHVSRQVLEOHDQGFLYLOL]HG
$GGUHVV
3URIHVVLRQ
DQG 4XDOL¿FDWLRQ
FLWL]HQ
FDQQRW
UHJLVWHU XQWLO
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
GRZQ
FULWHULD
If a complainant
is rated$by
different
dashboards
as
PDQQHU
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
irresponsible
i.e. complaining about non-issues and providing
E0DNHLWVXUHWKDWRQO\WKRVHFRPSODLQWVDUHORGJHGRQWKHV\VWHP
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
misguided
information, using abusive language etc will be blocked
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
ZKHUHLQWKH*RYHUQPHQW2UJDQL]DWLRQVFDQLQWHUYHQHXQGHUWKHODZ
KRZHYHU
WKH RSWLRQDO LQIRUPDWLRQ DUH HTXDOO\ LPSRUWDQW HQDEOLQJ WKH
DIWHUDWWDLQLQJDFHUWDLQWKUHVKROG+RZHYHUSULRUWRWKDWWKHFLWL]HQZLOOEH
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
F0DNHLWVXUHWKDWDOOUHOHYDQWGHWDLOVDQQH[XUHVSLFWXUHVYLGHRV
LIDQ\
*RYHUQPHQW
LQ 3ROLF\ PDNLQJ IRU WKH WDUJHWHG JURXS 7KH RYHUVHDV
JLYHQDZDUQLQJPHVVDJH
FRPSODLQW
UHTXLUHG DUHDWWDFKHG
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
B. AVOID THE FOLLOWING
TYPES
OF COMPLAINTS
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
G:ULWHFRPSOHWHGHWDLOVRIWKHLVVXHHWFDQGDYRLGRQHOLQHUVXEPLVVLRQ
&RXQWU\DQG5HDVRQ$EURDG
MREVWXG\HWF
ZKLOHIRUHLJQHUVWRPHQWLRQ
$FRPSODLQWJXLGDQFHVHHNLQJTXHU\RUDVXJJHVWLRQXSRQDUULYDOWRDQ
\RXULGHQWLW\LQDQ\FDVH
H$YRLGVHQGLQJFRPSODLQWVXQGHUVXJJHVWLRQV¶FDWHJRU\DQGYLFHYHUVD
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
DXWKRULW\ZLOOEHGURSSHGRQWKHIROORZLQJJURXQGV
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
3OHDVHGLIIHUHQWLDWHEHWZHHQDVXJJHVWLRQDQGDFRPSODLQW
HOW TO LODGE COMPLAINT
I3URYLGHWKHH[DFWORFDWLRQDGGUHVVRIWKHFRPSODLQWDQGDYRLGZULWLQJ
HOW
TO LODGE A COMPLAINT WITHOUT USING THE APP
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
‡$Q\LVVXHLQYROYLQJFRXUWPDWWHU
\RXURZQDGGUHVVLQVWHDG
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
‡3ROLWLFDOPDWWHUVKDYLQJQRUHODWLRQVKLSZLWKJRYHUQPHQW
PAKISTAN
CITIZEN’S
PORTAL
\RXURZQDGGUHVVLQVWHDG
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
‡$Q\LVVXHLQYROYLQJFRXUWPDWWHU
J$YRLGXQQHFHVVDU\FRPSODLQWVDV\RXUQRQVHULRXVDWWLWXGHPD\ZDVWH
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
‡3ROLWLFDOPDWWHUVKDYLQJQRUHODWLRQVKLSZLWKJRYHUQPHQW
SUHFLRXVWLPHRIWKH*RYWPDFKLQHU\
KRZHYHU WKH RSWLRQDO LQIRUPDWLRQ DUH HTXDOO\ LPSRUWDQW HQDEOLQJ WKH
RUJDQL]DWLRQVDXWKRULWLHV
K*LYHIHHGEDFNLQDYHU\FLYLOL]HGDQGSROLWHPDQQHUQRPDWWHU\RXU
*RYHUQPHQW LQ 3ROLF\ PDNLQJ IRU WKH WDUJHWHG JURXS 7KH RYHUVHDV
‡8QFOHDUDQGYDJXHFRQWHQWV
IHHGEDFNLVSRVLWLYHRUQHJDWLYH
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
‡0LVVLQJGHWDLOVRIWKHFRPSODLQDQWRUFRPSODLQW
ZKHUHUHTXLUHG L$OZD\VDVNIRUHYLGHQFHLI\RXDUHWROGWKDW\RXUFRPSODLQWLVUHVROYHGRU
&RXQWU\DQG5HDVRQ$EURDG
MREVWXG\HWF
ZKLOHIRUHLJQHUVWRPHQWLRQ
‡3XUHO\IDPLO\GRPHVWLFLVVXHVKDYLQJQRLQYROYHPHQWRIWKHJRYHUQPHQW
RWKHUZLVH
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
DXWKRULWLHV
‡5DLVLQJQRQLVVXHV
HOW TO LODGE
COMPLAINT
IMPORTANT
NOTICE
‡,QIRUPDWLRQVHHNLQJUHJDUGLQJFODVVL¿HGPDWWHUVUHODWHGWRQDWLRQDO
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
5HVSHFWHGFLWL]HQWKHSODWIRUPRI3DNLVWDQ&LWL]HQ¶V3RUWDO
3&3 SURYLGHV
VHFXULW\
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
\RX DQ HIIHFWLYH PHGLXP WR LQWHUDFW ZLWK JRYHUQPHQW DXWKRULWLHV IRU
‡&RPSODLQWUHJDUGLQJDQ\RWKHUFULWLFDOVXEMHFW
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
UHVROXWLRQ
RI \RXU FRPSODLQWV ZLWKRXW LQYROYLQJ LQWR FXPEHUVRPH
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
SURFHVVHV
FDQ DOVR VHHN JXLGDQFH DERXW DYDLOLQJ D JRYHUQPHQW
HOW
TO <RX
REGISTER
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWGHWDLOV´
VHUYLFHIDFLOLW\RUSXWIRUZDUGVXJJHVWLRQVIRUEHWWHUPHQWRIWKHVRFLHW\,WLV
7KHFLWL]HQFDQUHJLVWHULQWKHV\VWHPE\GRZQORDGLQJWKH$SSE\JRLQJ
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV³FRPSODLQWORFDWLRQ´
KRSHGWKDWWKLVSODWIRUPZLOOEHXVHGDVDQRSSRUWXQLW\DQGWKHFLWL]HQVZLOO
LQWR
WKH ³*RRJOH
3OD\ 'LVWULFW
6WRUH RU7HKVLO
DSSOH UHODWHG
$SS VWRUH´
DQG
GRZQORDG
WKH
J
6HOHFW
WKH
3URYLQFH
WR
WKH
MXULVGLFWLRQ
RI
WKH
QRW
LQGXOJH
WKHPVHOYHV
LQWR
UDLVLQJ
SLW\
QDWXUH
DIIDLUVQRQLVVXHV
7KH
$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
FRPSODLQW
3ULPH
3HUIRUPDQFH 'HOLYHU\ 8QLW 30'8 H[SHFWV IURP DOO
LK 8VH0LQLVWHU¶V
3DNLVWDQLFLWL]HQ
WKH RSWLRQ RI ³&KRRVH )LOH´ LI DQ\ DWWDFKPHQW LV UHTXLUHG WR EH
FLWL]HQVXVLQJWKH$SSWRDFWPDWXUHO\DQGUHVSRQVLEO\%HIRUHLQVWDOODWLRQ
LLXSORDGHG
2YHUVHDV3DNLVWDQL
,PDJH0%9LGHR0%$XGLR0%)LOH0%
RIWKH$SSWKHFLWL]HQVDUHDGYLVHGWRFDUHIXOO\UHDGWKHPDQXDO
LLL
)RUHLJQFLWL]HQ
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
A. CANCELLATION OF YOUR REGISTRATION!
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
0XOWLSOHFRPSODLQWVUHFHLYHGIURPDPHPEHU¶V,'ZLOOEHUDWHGRQDODLG
$GGUHVV
3URIHVVLRQ DQG 4XDOL¿FDWLRQ $ FLWL]HQ FDQQRW UHJLVWHU XQWLO
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
GRZQ
FULWHULD If a complainant is rated by different dashboards as
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
irresponsible
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
FRPSODLQW i.e. complaining about non-issues and providing
misguided
information,
using abusive
language
etc willHQDEOLQJ
be blocked
KRZHYHU
WKH
RSWLRQDO LQIRUPDWLRQ
DUH HTXDOO\
LPSRUWDQW
WKH
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
DIWHUDWWDLQLQJDFHUWDLQWKUHVKROG+RZHYHUSULRUWRWKDWWKHFLWL]HQZLOOEH
*RYHUQPHQW
LQ 3ROLF\ PDNLQJ IRU WKH WDUJHWHG JURXS 7KH RYHUVHDV
\RXULGHQWLW\LQDQ\FDVH
JLYHQDZDUQLQJPHVVDJH
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
&RXQWU\DQG5HDVRQ$EURDG
MREVWXG\HWF
ZKLOHIRUHLJQHUVWRPHQWLRQ
B. AVOID
THE FOLLOWING
TYPES
OF
COMPLAINTS
HOW
TO
LODGE
A
COMPLAINT
WITHOUT
USING
THE APP
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
$FRPSODLQWJXLGDQFHVHHNLQJTXHU\RUDVXJJHVWLRQXSRQDUULYDOWRDQ
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
DXWKRULW\ZLOOEHGURSSHGRQWKHIROORZLQJJURXQGV
HOW
TO LODGE COMPLAINT
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
‡$Q\LVVXHLQYROYLQJFRXUWPDWWHU
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
‡3ROLWLFDOPDWWHUVKDYLQJQRUHODWLRQVKLSZLWKJRYHUQPHQW
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
RUJDQL]DWLRQVDXWKRULWLHV
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
‡8QFOHDUDQGYDJXHFRQWHQWV
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWGHWDLOV´
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
‡0LVVLQJGHWDLOVRIWKHFRPSODLQDQWRUFRPSODLQW
ZKHUHUHTXLUHG
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWORFDWLRQ´
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
RUJDQL]DWLRQVDXWKRULWLHV
SUHFLRXVWLPHRIWKH*RYWPDFKLQHU\
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
‡8QFOHDUDQGYDJXHFRQWHQWV
K*LYHIHHGEDFNLQDYHU\FLYLOL]HGDQGSROLWHPDQQHUQRPDWWHU\RXU
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWGHWDLOV´
‡0LVVLQJGHWDLOVRIWKHFRPSODLQDQWRUFRPSODLQW ZKHUHUHTXLUHG
IHHGEDFNLVSRVLWLYHRUQHJDWLYH
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWORFDWLRQ´
‡3XUHO\IDPLO\GRPHVWLFLVVXHVKDYLQJQRLQYROYHPHQWRIWKHJRYHUQPHQW
L$OZD\VDVNIRUHYLGHQFHLI\RXDUHWROGWKDW\RXUFRPSODLQWLVUHVROYHGRU
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
J
6HOHFW WKH 3URYLQFH 'LVWULFW 7HKVLO UHODWHG WR WKH MXULVGLFWLRQ RI WKH
DXWKRULWLHV
RWKHUZLVH
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
FRPSODLQW
‡5DLVLQJQRQLVVXHV
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
K
8VH WKH RSWLRQNOTICE
RI ³&KRRVH )LOH´ LI DQ\ DWWDFKPHQW LV UHTXLUHG WR EH
‡,QIRUPDWLRQVHHNLQJUHJDUGLQJFODVVL¿HGPDWWHUVUHODWHGWRQDWLRQDO
IMPORTANT
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
XSORDGHG
VHFXULW\ ,PDJH0%9LGHR0%$XGLR0%)LOH0%3&3 SURYLGHV
5HVSHFWHGFLWL]HQWKHSODWIRUPRI3DNLVWDQ&LWL]HQ¶V3RUWDO
SURFHGXUH
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
‡&RPSODLQWUHJDUGLQJDQ\RWKHUFULWLFDOVXEMHFW
\RX
DQ HIIHFWLYH PHGLXP WR LQWHUDFW ZLWK JRYHUQPHQW DXWKRULWLHV IRU
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
UHVROXWLRQ
RIREGISTER
\RXU FRPSODLQWV
ZLWKRXW LQYROYLQJ
LQWR FXPEHUVRPH
number
and
necessary
details (attachments)
are mandatory
to be
HOW
TO
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
SURFHVVHV
<RX FDQ DOVR VHHN JXLGDQFH DERXW DYDLOLQJ D JRYHUQPHQW
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
7KHFLWL]HQFDQUHJLVWHULQWKHV\VWHPE\GRZQORDGLQJWKH$SSE\JRLQJ
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
VHUYLFHIDFLOLW\RUSXWIRUZDUGVXJJHVWLRQVIRUEHWWHUPHQWRIWKHVRFLHW\,WLV
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
LQWR WKH ³*RRJOH 3OD\ 6WRUH RU DSSOH $SS VWRUH´ DQG GRZQORDG WKH
KRSHGWKDWWKLVSODWIRUPZLOOEHXVHGDVDQRSSRUWXQLW\DQGWKHFLWL]HQVZLOO
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
FRPSODLQW
$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
QRW
WKHPVHOYHV LQWR UDLVLQJ SLW\ QDWXUH DIIDLUVQRQLVVXHV 7KH
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
L LQGXOJH
3DNLVWDQLFLWL]HQ
3ULPH
0LQLVWHU¶V
3HUIRUPDQFH 'HOLYHU\ 8QLW 30'8 H[SHFWV IURP DOO
FRPSODLQWHWF
\RXULGHQWLW\LQDQ\FDVH
LL 2YHUVHDV3DNLVWDQL
FLWL]HQVXVLQJWKH$SSWRDFWPDWXUHO\DQGUHVSRQVLEO\%HIRUHLQVWDOODWLRQ
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
LLLHOW
TO)RUHLJQFLWL]HQ
SAVE TIME IN COMPLAINT RESOLUTION?
RIWKH$SSWKHFLWL]HQVDUHDGYLVHGWRFDUHIXOO\UHDGWKHPDQXDO
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
HOW
TO LODGE A COMPLAINT WITHOUT USING THE APP
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
A. CANCELLATION OF YOUR REGISTRATION!
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
$GGUHVV
3URIHVVLRQ DQG 4XDOL¿FDWLRQ $ FLWL]HQ FDQQRW UHJLVWHU XQWLO
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
0XOWLSOHFRPSODLQWVUHFHLYHGIURPDPHPEHU¶V,'ZLOOEHUDWHGRQDODLG
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
GRZQ
FULWHULD If a complainant is rated by different dashboards as
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
irresponsible
i.e. complaining
non-issues
andHQDEOLQJ
providing
KRZHYHU WKH RSWLRQDO
LQIRUPDWLRQabout
DUH HTXDOO\
LPSRUWDQW
WKH
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
misguided
information,
using abusive
languageJURXS
etc will
beRYHUVHDV
blocked
*RYHUQPHQW
LQ
3ROLF\
PDNLQJ
IRU
WKH
WDUJHWHG
7KH
FRRUGLQDWHVHWF
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
DIWHUDWWDLQLQJDFHUWDLQWKUHVKROG+RZHYHUSULRUWRWKDWWKHFLWL]HQZLOOEH
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
JLYHQDZDUQLQJPHVVDJH
&RXQWU\DQG5HDVRQ$EURDG MREVWXG\HWF ZKLOHIRUHLJQHUVWRPHQWLRQ
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
B. AVOID THE FOLLOWING TYPES OF COMPLAINTS
UHVROXWLRQRIWKHLUFRPSODLQWV
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
$FRPSODLQWJXLGDQFHVHHNLQJTXHU\RUDVXJJHVWLRQXSRQDUULYDOWRDQ
SURFHGXUH
HOW
TO LODGE COMPLAINT
HOW
MUCH
TIME IT TAKES TO RESOLVE A COMPLAINT?
DXWKRULW\ZLOOEHGURSSHGRQWKHIROORZLQJJURXQGV
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
7KH
V\VWHP
PLQLPXP
GD\V DQGare
PD[LPXP
to
GD\V
number
andDVVLJQV
necessary
details (attachments)
mandatory
be GHIDXOW
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW
‡$Q\LVVXHLQYROYLQJFRXUWPDWWHU
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
HQWLW\
7KH 2UJDQL]DWLRQV DUH ERXQG WR UHVROYH FRPSODLQWV ZLWKLQ WKH
‡3ROLWLFDOPDWWHUVKDYLQJQRUHODWLRQVKLSZLWKJRYHUQPHQW
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
DVVLJQHG
WLPHIUDPH KRZHYHU WKH\ FDQ EH SULRULWL]HG ³FRPSODLQWGHWDLOV´
NHHSLQJ LQ YLHZ
RUJDQL]DWLRQVDXWKRULWLHV
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
XUJHQF\
RI WKH PDWWHU $ FRPSODLQW PD\ SRVVLEO\ WDNH ORQJHU WLPH LQ
‡8QFOHDUDQGYDJXHFRQWHQWV
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWORFDWLRQ´
UHVROXWLRQLILWLQYROYHVWKHUROHRIWZRRUPRUHRUJDQL]DWLRQVRUKDYLQJYDJXH
‡0LVVLQJGHWDLOVRIWKHFRPSODLQDQWRUFRPSODLQW
ZKHUHUHTXLUHG
RI WKH
FRPSODLQWHWF
J
6HOHFW WKH 3URYLQFH 'LVWULFW 7HKVLO UHODWHG WR
WKH MXULVGLFWLRQ
FRQWHQWV
WKDW QHHGV FODUL¿FDWLRQ RQ SDUW RI WKH FLWL]HQ RU VRPH DGGLWLRQDO
‡3XUHO\IDPLO\GRPHVWLFLVVXHVKDYLQJQRLQYROYHPHQWRIWKHJRYHUQPHQW
FRPSODLQW
HOW TO SAVE
TIME
COMPLAINT
RESOLUTION?
LQIRUPDWLRQ
UHTXLUHG
)RU IN
D WDQJLEOH
RXWFRPH
WKH FLWL]HQ KDV WR ZDLW WLOO
DXWKRULWLHV
K 8VH WKH RSWLRQ RI ³&KRRVH )LOH´ LI DQ\ DWWDFKPHQW LV UHTXLUHG WR EH
DXWKRULWLHV
FRPSODLQW
SURFHGXUH
‡5DLVLQJQRQLVVXHV
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
K
8VH WKH RSWLRQ RI ³&KRRVH )LOH´ LI DQ\ DWWDFKPHQW LV UHTXLUHG WR EH
‡,QIRUPDWLRQVHHNLQJUHJDUGLQJFODVVL¿HGPDWWHUVUHODWHGWRQDWLRQDO
number and
necessary details (attachments) are mandatory to be
XSORDGHG
,PDJH0%9LGHR0%$XGLR0%)LOH0%
VHFXULW\
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
‡&RPSODLQWUHJDUGLQJDQ\RWKHUFULWLFDOVXEMHFW
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
HOW TO REGISTER
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
7KHFLWL]HQFDQUHJLVWHULQWKHV\VWHPE\GRZQORDGLQJWKH$SSE\JRLQJ
FRPSODLQWHWF
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
LQWR WKH ³*RRJOH 3OD\ 6WRUH RU DSSOH $SS VWRUH´ DQG GRZQORDG WKH
FRPSODLQW
$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
HOW TO SAVE TIME IN COMPLAINT RESOLUTION?
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
L
3DNLVWDQLFLWL]HQ
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
\RXULGHQWLW\LQDQ\FDVH
LL 2YHUVHDV3DNLVWDQL
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
LLL )RUHLJQFLWL]HQ
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
HOW
TO LODGE A COMPLAINT WITHOUT USING THE APP
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
$GGUHVV 3URIHVVLRQ DQG 4XDOL¿FDWLRQ $ FLWL]HQ FDQQRW UHJLVWHU XQWLO
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
FRRUGLQDWHVHWF
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
KRZHYHU WKH RSWLRQDO LQIRUPDWLRQ DUH HTXDOO\ LPSRUWDQW HQDEOLQJ WKH
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
*RYHUQPHQW LQ 3ROLF\ PDNLQJ IRU WKH WDUJHWHG JURXS 7KH RYHUVHDV
UHVROXWLRQRIWKHLUFRPSODLQWV
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
HOW
MUCH TIME IT TAKES
TO RESOLVE
A COMPLAINT?
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
&RXQWU\DQG5HDVRQ$EURDG
MREVWXG\HWF
ZKLOHIRUHLJQHUVWRPHQWLRQ
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
7KH
V\VWHP DVVLJQV PLQLPXP GD\V DQG PD[LPXP GD\V GHIDXOW
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
SURFHGXUH
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW
HOW7KH
TO 2UJDQL]DWLRQV
LODGE COMPLAINT
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
HQWLW\
DUH ERXQG WR UHVROYH FRPSODLQWV ZLWKLQ WKH
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
number and
necessary
details WKH\
(attachments)
mandatory
to be LQ YLHZ
DVVLJQHG
WLPHIUDPH
KRZHYHU
FDQ EH are
SULRULWL]HG
NHHSLQJ
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
XUJHQF\ RI WKH PDWWHU $ FRPSODLQW PD\ SRVVLEO\ WDNH ORQJHU WLPH LQ
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
UHVROXWLRQLILWLQYROYHVWKHUROHRIWZRRUPRUHRUJDQL]DWLRQVRUKDYLQJYDJXH
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
FRQWHQWV
WKDW QHHGV FODUL¿FDWLRQ RQ SDUW RI WKH FLWL]HQ RU VRPH DGGLWLRQDO
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
LQIRUPDWLRQ
UHTXLUHG )RU D WDQJLEOH RXWFRPH WKH FLWL]HQ³FRPSODLQWGHWDLOV´
KDV WR ZDLW WLOO
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWORFDWLRQ´
FRPSODLQWHWF
FRPSOHWLRQRIWKHDVVLJQHGWLPHOLQHV
LHGD\V ZKLOHLQWKHPHDQWLPH
J 6HOHFW
WKH
3URYLQFH
'LVWULFWUHJDUGLQJ
7HKVLO UHODWHG
WR WKH MXULVGLFWLRQ
RI WKH
KHVKH
ZLOO
EH
NHSW XSGDWHG
DOO SURFHVVLQJ
VWDJHV RI
WKH
HOW
TO
SAVE
TIME
IN
COMPLAINT
RESOLUTION?
FRPSODLQW 7KH DVVLJQHG WLPHOLQHV GD\V GRHV QRW JXDUDQWHH
FRPSODLQW
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
K 8VH WKH RSWLRQ RI ³&KRRVH )LOH´ LI DQ\ DWWDFKPHQW LV UHTXLUHG WR EH
UHVROXWLRQRI\RXUFRPSODLQWUDWKHULWLVWKHQDWXUHRI\RXUFRPSODLQWWKDWZLOO
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
XSORDGHG ,PDJH0%9LGHR0%$XGLR0%)LOH0%
GHWHUPLQH
WKH UHVROXWLRQ WLPHOLQHV ,W LV KRZHYHU DVVXUHG WKDW DQ
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
DSSURSULDWHUHVSRQVHZLOOEHSURYLGHG
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
WHAT IT MEANS WHEN A COMPLAINT IS CLOSED?
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
KHVKH
ZLOO EH NHSW XSGDWHG UHJDUGLQJ DOO SURFHVVLQJ VWDJHV RI WKH
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
‡,QIRUPDWLRQVHHNLQJUHJDUGLQJFODVVL¿HGPDWWHUVUHODWHGWRQDWLRQDO
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
FRPSODLQW
VHFXULW\ 7KH DVVLJQHG WLPHOLQHV GD\V GRHV QRW JXDUDQWHH
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
UHVROXWLRQRI\RXUFRPSODLQWUDWKHULWLVWKHQDWXUHRI\RXUFRPSODLQWWKDWZLOO
‡&RPSODLQWUHJDUGLQJDQ\RWKHUFULWLFDOVXEMHFW
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
GHWHUPLQH WKH UHVROXWLRQ WLPHOLQHV ,W LV KRZHYHU DVVXUHG WKDW DQ
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
HOW TO REGISTER
DSSURSULDWHUHVSRQVHZLOOEHSURYLGHG
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
FRRUGLQDWHVHWF
7KHFLWL]HQFDQUHJLVWHULQWKHV\VWHPE\GRZQORDGLQJWKH$SSE\JRLQJ
FRPSODLQW
WHAT
MEANS WHEN A COMPLAINT IS CLOSED?
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
LQWR WKHIT³*RRJOH
3OD\ 6WRUH RU DSSOH $SS VWRUH´ DQG GRZQORDG WKH
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
)RUJHQHUDOXQGHUVWDQGLQJRIWKHFLWL]HQVDIWHUQHFHVVDU\DFWLRQWKHVWDWXV
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
$SSOLFDWLRQ³3DNLVWDQ&LWL]HQ¶V3RUWDO´
\RXULGHQWLW\LQDQ\FDVH
RIDFRPSOLDQWZLOOEHUHSRUWHGDV³&ORVHG´LQWLPDWLQJWKHIROORZLQJ
UHVROXWLRQRIWKHLUFRPSODLQWV
L
3DNLVWDQLFLWL]HQ
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
Explanation
LL# Situation
2YHUVHDV3DNLVWDQL
HOW
MUCH
TIME
TAKES has
TObeen
RESOLVE
COMPLAINT?
granted
WhenA
aIT
complaint/issue
fully addressed A
either
in termsTHE
of relief
granted
HOW
TO
LODGE
COMPLAINT
WITHOUT
USING
APP
LLL1 Relief
)RUHLJQFLWL]HQ
RUVHUYLFHSURYLGHGDVSHUWKHFLWL]HQ¶VUHTXHဧ
7KH
V\VWHP
DVVLJQV
PLQLPXP GD\V DQG PD[LPXP GD\V GHIDXOW
$IWHUVHOHFWLRQRIWKHGHVLUHGRSWLRQWKHFLWL]HQLVWKHQUHTXLUHGWRLQVHUW
When a complaint/issue could be partially addressed either by initiating necessary
2 Partial Relief
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
granted
DFWLRQRQLWRUSRVVLEOHUHOLHIFRXOGEHJUDQWHGDWVRPHIXWXUHFRXUVHRIWLPH7KLV
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW
KLVSDUWLFXODUVOLNH1DPH*HQGHU'DWHRI%LUWK&1,&0RELOH1R(PDLO
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
may also apply to cases wherein relief is delayed and subject to codal/procedural
HQWLW\
7KH
2UJDQL]DWLRQV
ERXQG WR $
UHVROYH
ZLWKLQXQWLO
WKH
IRUPDOLWLHVRUUHGUHVVDORILVVXHVLVVXEMHFWWR¿QDQFLDOLPSOLFDWLRQVLQWKHIRUPRI
$GGUHVV 3URIHVVLRQ
DQGDUH
4XDOL¿FDWLRQ
FLWL]HQFRPSODLQWV
FDQQRW UHJLVWHU
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
GHYHORSPHQW
SURMHFWVWKH\
RU JUDQWV
HWFEH
+RZHYHU
FORVLQJ D NHHSLQJ
FRPSODLQW RQLQ
WKHYLHZ
VDLG
DVVLJQHG
WLPHIUDPH
KRZHYHU
FDQ
SULRULWL]HG
KHVKHLQVHUWVWKHPDQGDWRU\LQIRUPDWLRQLHQDPHPRELOHQXPEHUDQG,'
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
JURXQGV WKH FLWLzen shall be properly guided as to why the requisite relief could
XUJHQF\
RI
WKH
PDWWHU
$ FRPSODLQW PD\ SRVVLEO\ WDNH ORQJHU WLPH LQ
QRWEHSURYLGHGLQVWDQWO\
FDUGQXPEHU7KHUHVWRISDUWLFXODUVDUHRSWLRQDOOLNHHPDLOSURIHVVLRQHWF
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
Relief cannot be 7KHFRPSODLQWFDQQRWEHDGGUHVVHGDWSUHVHQWDQGQRUHOLHIFRXOGEHJUDQWHGGXHWR
3CITIZEN’S
UHVROXWLRQLILWLQYROYHVWKHUROHRIWZRRUPRUHRUJDQL]DWLRQVRUKDYLQJYDJXH
GUIDELINES
KRZHYHU
LQIRUPDWLRQ
LPSRUWDQW HQDEOLQJ WKH
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
granted WKH RSWLRQDO
lack of no/any
provisions in DUH
relevantHTXDOO\
laws/rulesUHJXODWLRQV7KLVDSSOLHVWRWKRVH
FRQWHQWV
FODUL¿FDWLRQ
RQ
SDUW
WKHbeFLWL]HQ
RUto VRPH
DGGLWLRQDO
MANUALWKDW
FORQHHGV
USEexact
OF
complaints
wherein
timeframe
cannot
provided
the
citizen
except the
*RYHUQPHQW
LQEFFECTIVE
3ROLF\
PDNLQJ
IRU
WKHRI
WDUJHWHG
JURXS
7KH
RYHUVHDV
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
UHDVRQ
LQIRUPDWLRQ
UHTXLUHG )RU D WDQJLEOH RXWFRPH WKH FLWL]HQ KDV WR ZDLW WLOO
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
3DNLVWDQLVVKDOOLQVHUWDGGLWLRQDOLQIRUPDWLRQLH3DVVSRUW1R5HVLGHQW
FRPSOHWLRQRIWKHDVVLJQHGWLPHOLQHV
LHGD\V
ZKLOHLQWKHPHDQWLPH
7KHUHFDQEHQRRSWLRQLQUHVROYHGVWDWXVRIDFRPSODLQWRWKHUWKDQWKH
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
&RXQWU\DQG5HDVRQ$EURDG MREVWXG\HWF
ZKLOHIRUHLJQHUVWRPHQWLRQ
KHVKH
ZLOO EH NHSW XSGDWHG UHJDUGLQJ DOO SURFHVVLQJ VWDJHV RI WKH
DERYH7KHFRPSODLQDQWKDVWKHOLEHUW\WRUHSRUWDQGUDLVHYRLFHLIKLVKHU
SURFHGXUH
WKHLUFLWL]HQVKLSDQG3XUSRVHRI9LVLWLILQ3DNLVWDQ
FRPSODLQW
7KH
DVVLJQHG
WLPHOLQHV
GD\VIRU
GRHV
QRW RU
JXDUDQWHH
FRPSODLQW
RU
JXLGDQFH
VHHNLQJ
TXHU\
LV WDNHQ
JUDQWHG
PDUNHG
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
HOW
TO
UHVROXWLRQRI\RXUFRPSODLQWUDWKHULWLVWKHQDWXUHRI\RXUFRPSODLQWWKDWZLOO
UHVROYHGRWKHUZLVH
number
andLODGE
necessaryCOMPLAINT
details (attachments) are mandatory to be
D&OLFNWKHVLJQWRORGJHDQHZFRPSODLQW
GHWHUPLQH
WKH
UHVROXWLRQ
WLPHOLQHV
,W LV
KRZHYHU
WKDW DQ
1.0
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
Respected
Citizen, the Version
organizations
are
bound
in eitherDVVXUHG
case to respond
E6HOHFWWKHUHOHYDQWPDLQFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
DSSURSULDWHUHVSRQVHZLOOEHSURYLGHG
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
to
your complaint; however you are also expected to raise genuine issues
F6HOHFWWKHUHOHYDQWFDWHJRU\RI/HYHOIURPWKHJLYHQFDWHJRULHV
øîቸ
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
and
be positive
& cooperative
at COMPLAINT
your end.
WHAT
IT MEANS
WHEN A
IS CLOSED?
G6HOHFWWKHUHOHYDQWVXEFDWHJRU\IURPWKHJLYHQFDWHJRULHV
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
FEEDBACK
)RUJHQHUDOXQGHUVWDQGLQJRIWKHFLWL]HQVDIWHUQHFHVVDU\DFWLRQWKHVWDWXV
H:ULWHWKHGHWDLOVRIFRPSODLQWXQGHUWKHKHDGQDPHGDV
³FRPSODLQWGHWDLOV´
FRPSODLQWHWF
7KHFLWL]HQ¶VIHHGEDFNZLWKUHJDUGWRVWDWXVRIKLVKHUFRPSODLQWLVRIVLJQL¿FDQW
RIDFRPSOLDQWZLOOEHUHSRUWHGDV³&ORVHG´LQWLPDWLQJWKHIROORZLQJ
I:ULWHWKHORFDWLRQRIFRPSODLQWXQGHUWKHKHDGQDPHGDV³FRPSODLQWORFDWLRQ´
PAKISTAN
CITIZEN’S
PORTAL
importance to us. Please don’t forget to give your feedback in either case as it helps
HOW
TOWKH
SAVE
TIME
IN COMPLAINT
RESOLUTION?
Explanation
# to
Situation
J
6HOHFW
3URYLQFH
7HKVLOdelivery.
UHODWHG
WR WKH
MXULVGLFWLRQ
RI side
WKH
us
improve
the
system
of'LVWULFW
public
services
The
feedback
from your
Relief appreciated
granted
When
complaint/issue
has been
fully addressed
either in terms
of relief granted
1 highly
FRPSODLQW
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
is
bya PMDU
and will
be analyzed
to identify
problematic
areas
RUVHUYLFHSURYLGHGDVSHUWKHFLWL]HQ¶VUHTXHဧ
for
further
improvement
and evidence-based
Younecessary
will
be
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
PartialWKH
Relief
When
complaint/issue
could be
addressed measures.
eitherLV
by UHTXLUHG
initiating
K
RSWLRQ
RIa ³&KRRVH
)LOH´
LI partially
DQ\corrective
DWWDFKPHQW
WR EH
2 8VH
reminded
to record your feedback very fair and square.
granted time & again
DFWLRQRQLWRUSRVVLEOHUHOLHIFRXOGEHJUDQWHGDWVRPHIXWXUHFRXUVHRIWLPH7KLV
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
XSORDGHG ,PDJH0%9LGHR0%$XGLR0%)LOH0%
may also apply to cases wherein relief is delayed and subject to codal/procedural
PRIVACY
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
IRUPDOLWLHVRUUHGUHVVDORILVVXHVLVVXEMHFWWR¿QDQFLDOLPSOLFDWLRQVLQWKHIRUPRI
L&KHFNWKHRSWLRQRI³+LGHP\,GHQWLW\´LI\RXGRQ¶WZDQWWRVKRZLWWRWKH
(YHU\UHJLVWHUHGPHPEHUFLWL]HQRQ3DNLVWDQ&LWL]HQ¶V3RUWDOKDVWKHOLEHUW\WRKLGH
GHYHORSPHQW SURMHFWV RU JUDQWV HWF +RZHYHU FORVLQJ D FRPSODLQW RQ WKH VDLG
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
RUJDQL]DWLRQDGGUHVVHHRWKHUZLVHOHDYHLWXQFKHFNHG6RPHWLPHVWKH
RU UHVWULFW KLVKHU LGHQWLW\
ZLWK
UHJDUG
WRproperly
WKH FRQWHQWV
EHLQJ
ORGJHG
JURXQGV WKH
FLWLzen
shall be
guided asRI
to FRPSODLQW
why the requisite
relief
could
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
QRWEHSURYLGHGLQVWDQWO\
RUJDQL]DWLRQVPD\UHTXLUHQHFHVVDU\GDWDRULQIRUPDWLRQZLWKUHJDUGWR
+RZHYHU
PHPEHUV
ZLWK XQKLGGHQ SUR¿OH V ZLOO EH NHSW FRQ¿GHQWLDO WR WKH
Relief
cannot
be
7KHFRPSODLQWFDQQRWEHDGGUHVVHGDWSUHVHQWDQGQRUHOLHIFRXOGEHJUDQWHGGXHWR
3
FRRUGLQDWHVHWF
PD[LPXP
H[WHQW SRVVLEOH
XQWLO RWKHUZLVH UHTXLUHG LQ WKH EHVW LQWHUHVW RI WKH
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
granted
lack of no/any provisions in relevant laws/rulesUHJXODWLRQV7KLVDSSOLHVWRWKRVH
FRPSODLQDQWDQGIDLUGHWHUPLQDWLRQRIWKHFRPSODLQW7KH2UJDQL]DWLRQVKDYHEHHQ
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
complaints wherein exact timeframe cannot be provided to the citizen except the
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
)RUJHQHUDOXQGHUVWDQGLQJRIWKHFLWL]HQVDIWHUQHFHVVDU\DFWLRQWKHVWDWXV
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
\RXUFRPSODLQWDQGLWEHFRPHVGLI¿FXOWWRSURFHVV\RXUFRPSODLQWZLWKRXW
RIDFRPSOLDQWZLOOEHUHSRUWHGDV³&ORVHG´LQWLPDWLQJWKHIROORZLQJ
FRRUGLQDWHVHWF
WKDWWKHUHIRUHWKHFLWL]HQVKDOOQRWKLGHKLVKHU,'LQFDVHRIKLVKHUSHUVRQDO
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
FRPSODLQW
Explanation
#
Situation
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
When a complaint/issue has been fully addressed either in terms of relief granted
1 Relief granted
RUVHUYLFHSURYLGHGDVSHUWKHFLWL]HQ¶VUHTXHဧ
UHVROXWLRQRIWKHLUFRPSODLQWV
\RXULGHQWLW\LQDQ\FDVH
When a complaint/issue could be partially addressed either by initiating necessary
2 Partial Relief
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
granted
DFWLRQRQLWRUSRVVLEOHUHOLHIFRXOGEHJUDQWHGDWVRPHIXWXUHFRXUVHRIWLPH7KLV
HOW MUCH TIME
ITapply
TAKES
TO RESOLVE
may also
to cases wherein
relief is delayedA
andCOMPLAINT?
subject to codal/procedural
IRUPDOLWLHVRUUHGUHVVDORILVVXHVLVVXEMHFWWR¿QDQFLDOLPSOLFDWLRQVLQWKHIRUPRI
HOW
TO LODGE
COMPLAINT
WITHOUT
USING
7KH
V\VWHP
DVVLJQVAPLQLPXP
GD\V
DQG PD[LPXP
THE
GD\VAPP
GHIDXOW
GHYHORSPHQW SURMHFWV RU JUDQWV HWF +RZHYHU FORVLQJ D FRPSODLQW RQ WKH VDLG
JURXQGV WKH FLWLzen shall be properly guided as to why the requisite relief could
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW
QRWEHSURYLGHGLQVWDQWO\
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
HQWLW\
7KH
2UJDQL]DWLRQV
DUH ERXQG WR UHVROYH FRPSODLQWV ZLWKLQ WKH
3 Relief cannot be 7KHFRPSODLQWFDQQRWEHDGGUHVVHGDWSUHVHQWDQGQRUHOLHIFRXOGEHJUDQWHGGXHWR
granted WLPHIUDPH
lack of KRZHYHU
no/any provisions
in relevant
laws/rulesUHJXODWLRQV7KLVDSSOLHVWRWKRVH
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
DVVLJQHG
WKH\
FDQ EH
SULRULWL]HG NHHSLQJ LQ YLHZ
complaints wherein exact timeframe cannot be provided to the citizen except the
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
XUJHQF\
RI WKH UHDVRQ
PDWWHU $ FRPSODLQW PD\ SRVVLEO\ WDNH ORQJHU WLPH LQ
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
CITIZEN’S GUIDELINES
UHVROXWLRQLILWLQYROYHVWKHUROHRIWZRRUPRUHRUJDQL]DWLRQVRUKDYLQJYDJXH
7KHUHFDQEHQRRSWLRQLQUHVROYHGVWDWXVRIDFRPSODLQWRWKHUWKDQWKH
MANUALWKDW
FORQHHGV
EFFECTIVE
USE OF
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
FRQWHQWV
FODUL¿FDWLRQ
RQ SDUW RI WKH FLWL]HQ RU VRPH DGGLWLRQDO
DERYH7KHFRPSODLQDQWKDVWKHOLEHUW\WRUHSRUWDQGUDLVHYRLFHLIKLVKHU
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
LQIRUPDWLRQ
UHTXLUHG )RU D WDQJLEOH RXWFRPH WKH FLWL]HQ KDV WR ZDLW WLOO
FRPSODLQW
RU JXLGDQFH VHHNLQJ TXHU\
LV WDNHQZKLOHLQWKHPHDQWLPH
IRU JUDQWHG RU PDUNHG
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
FRPSOHWLRQRIWKHDVVLJQHGWLPHOLQHV
LHGD\V
UHVROYHGRWKHUZLVH
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
KHVKH
ZLOO EH NHSW XSGDWHG UHJDUGLQJ DOO SURFHVVLQJ VWDJHV RI WKH
Respected
Citizen,
the organizations
bound
respond
SURFHGXUH
FRPSODLQW
7KH
DVVLJQHG
WLPHOLQHV are
GD\Vin either
GRHVcase
QRW to
JXDUDQWHH
toE6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
your complaint; however you are also expected to raise genuine issues
UHVROXWLRQRI\RXUFRPSODLQWUDWKHULWLVWKHQDWXUHRI\RXUFRPSODLQWWKDWZLOO
and
be positive
&UHVROXWLRQ
cooperative
at1.0(attachments)
your end.
number
and
details
are mandatory
to beWKDW DQ
Version
GHWHUPLQH
WKHnecessary
WLPHOLQHV
,W LV KRZHYHU
DVVXUHG
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
FEEDBACK
DSSURSULDWHUHVSRQVHZLOOEHSURYLGHG
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
7KHFLWL]HQ¶VIHHGEDFNZLWKUHJDUGWRVWDWXVRIKLVKHUFRPSODLQWLVRIVLJQL¿FDQW
øîቸ
WHAT
IT
MEANS
WHEN
A
COMPLAINT
IS
CLOSED?
importance
to
us.
Please
don’t
forget
to
give
your
feedback
in
either
case as it helps
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
us
to improve the system of public services delivery. The feedback from your side
)RUJHQHUDOXQGHUVWDQGLQJRIWKHFLWL]HQVDIWHUQHFHVVDU\DFWLRQWKHVWDWXV
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
isFRPSODLQWHWF
highly appreciated by PMDU and will be analyzed to identify problematic areas
RIDFRPSOLDQWZLOOEHUHSRUWHGDV³&ORVHG´LQWLPDWLQJWKHIROORZLQJ
for further improvement and evidence-based corrective measures. You will be
PAKISTAN
CITIZEN’S
PORTAL
Explanation
#
reminded
timeSAVE
& againTIME
to record
feedback
veryRESOLUTION?
fair and square.
HOWSituation
TO
IN your
COMPLAINT
1 Relief granted
PRIVACY
When a complaint/issue has been fully addressed either in terms of relief granted
RUVHUYLFHSURYLGHGDVSHUWKHFLWL]HQ¶VUHTXHဧ
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
(YHU\UHJLVWHUHGPHPEHUFLWL]HQRQ3DNLVWDQ&LWL]HQ¶V3RUWDOKDVWKHOLEHUW\WRKLGH
When a complaint/issue could be partially addressed either by initiating necessary
2 Partial Relief
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
RU
UHVWULFW
KLVKHU
LGHQWLW\
ZLWK UHJDUG WR WKH FRQWHQWV RI FRPSODLQW EHLQJ ORGJHG
granted
DFWLRQRQLWRUSRVVLEOHUHOLHIFRXOGEHJUDQWHGDWVRPHIXWXUHFRXUVHRIWLPH7KLV
mayZLWK
also apply
to cases wherein
is delayed
subject
to codal/procedural
+RZHYHU
PHPEHUV
XQKLGGHQ
SUR¿OHrelief
V ZLOO
EH and
NHSW
FRQ¿GHQWLDO
WR WKH
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
IRUPDOLWLHVRUUHGUHVVDORILVVXHVLVVXEMHFWWR¿QDQFLDOLPSOLFDWLRQVLQWKHIRUPRI
PD[LPXP
H[WHQW SRVVLEOH XQWLO RWKHUZLVH UHTXLUHG LQ WKH EHVW LQWHUHVW RI WKH
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
GHYHORSPHQW SURMHFWV RU JUDQWV HWF +RZHYHU FORVLQJ D FRPSODLQW RQ WKH VDLG
FRPSODLQDQWDQGIDLUGHWHUPLQDWLRQRIWKHFRPSODLQW7KH2UJDQL]DWLRQVKDYHEHHQ
JURXQGV WKH FLWLzen shall be properly guided as to why the requisite relief could
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
LVVXHGLQVWUXFWLRQVWRDYRLGXQQHFHVVDU\DFFHVVWRWKHFLWL]HQ¶VSUR¿OHDQGPDLQWDLQ
QRWEHSURYLGHGLQVWDQWO\
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
3 Relief cannot be 7KHFRPSODLQWFDQQRWEHDGGUHVVHGDWSUHVHQWDQGQRUHOLHIFRXOGEHJUDQWHGGXHWR
FRQ¿GHQWLDOLW\7KHFLWL]HQVDUHDOVRDGYLVHGQRWWRKLGHWKHLULGHQWLWLHVDWWKHWLPHRI
granted
lack of no/any provisions in relevant laws/rulesUHJXODWLRQV7KLVDSSOLHVWRWKRVH
FRRUGLQDWHVHWF
FRPSODLQWVXEPLVVLRQLIUHTXLUHGVRRURWKHUZLVH
complaints wherein exact timeframe cannot be provided to the citizen except the
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
UHDVRQ
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
Note: Please, avoid pursuing your complaint by means of calling the
7KHUHFDQEHQRRSWLRQLQUHVROYHGVWDWXVRIDFRPSODLQWRWKHUWKDQWKH
UHVROXWLRQRIWKHLUFRPSODLQWV
30¶V2I¿FHRUVHQGLQJ\RXUFRPSODLQW,'VWRGLIIHUHQWRI¿FHUVRI¿FHV
DERYH7KHFRPSODLQDQWKDVWKHOLEHUW\WRUHSRUWDQGUDLVHYRLFHLIKLVKHU
The system
is capableVHHNLQJ
to showTXHU\
you the
status IRU
andJUDQWHG
remarksRU
of PDUNHG
the
FRPSODLQW
RU JXLGDQFH
LV WDNHQ
FRPSODLQW
FRQ¿GHQWLDOLW\7KHFLWL]HQVDUHDOVRDGYLVHGQRWWRKLGHWKHLULGHQWLWLHVDWWKHWLPHRI
UHVROXWLRQRIWKHLUFRPSODLQWV
7KHUHFDQEHQRRSWLRQLQUHVROYHGVWDWXVRIDFRPSODLQWRWKHUWKDQWKH
M7KHUHDUHVWULFWREOLJDWLRQVIRUWKH2UJDQL]DWLRQVZLWKUHJDUGWRSULYDF\RI
FRPSODLQWVXEPLVVLRQLIUHTXLUHGVRRURWKHUZLVH
DERYH7KHFRPSODLQDQWKDVWKHOLEHUW\WRUHSRUWDQGUDLVHYRLFHLIKLVKHU
\RXULGHQWLW\LQDQ\FDVH
HOW
MUCH
TIME IT VHHNLQJ
TAKES TXHU\
TO RESOLVE
A COMPLAINT?
N7KHODVWVWHSLVWRVXEPLWWKHFRPSODLQWE\FOLFNLQJWKH³VXEPLW´
FRPSODLQW
RU JXLGDQFH
LV WDNHQ
JUDQWHG
RU PDUNHG
Note: Please,
avoid pursuing your
complaint
by IRU
means
of calling
the
7KH
V\VWHP
DVVLJQV
PLQLPXP
GD\V
DQG
PD[LPXP
GD\V
GHIDXOW
UHVROYHGRWKHUZLVH
30¶V2I¿FHRUVHQGLQJ\RXUFRPSODLQW,'VWRGLIIHUHQWRI¿FHUVRI¿FHV
HOW
TO LODGE A COMPLAINT WITHOUT USING THE APP
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW
Respected
Citizen, the organizations are bound in either case to respond
The
system
is capable toDUH
show
you WR
the UHVROYH
status and
remarks ZLWKLQ
of the WKH
$OOWKRVHFLWL]HQVZKRDUHXQDEOHWRUHJLVWHURQ3DNLVWDQ&LWL]HQ¶V3RUWDOFDQ
HQWLW\
7KH
2UJDQL]DWLRQV
ERXQG
FRPSODLQWV
to
your
complaint;
however
you
are
also
expected
to
raise
genuine
issues
CITIZEN’S
GUIDELINES
FRQFHUQHG
RI¿FHU
IURP
WLPH
WR
WLPH
3OHDVH
FOLFN
GHWDLOV
IRU
WKH
DYDLOWKHIROORZLQJPHGLXPVWRORGJHWKHLUFRPSODLQWVHWF
DVVLJQHG
WLPHIUDPH
KRZHYHUatWKH\
and
be positive
& cooperative
your FDQ
end. EH SULRULWL]HG NHHSLQJ LQ YLHZ
MANUAL
FOR
EFFECTIVE
USE
OF
D$OORYHUWKHFRXQWU\RYHU*RYHUQPHQW2UJDQL]DWLRQVDUHFRQQHFWHG
SXUSRVHWRYLHZFRPSOHWHGHWDLOVUHPDUNVDFWLRQWDNHQ)RUDQ\IDOVH
XUJHQF\
RI WKH PDWWHU $ FRPSODLQW PD\ SRVVLEO\ WDNH ORQJHU WLPH LQ
FEEDBACK
ZLWK3DNLVWDQ&LWL]HQ¶V3RUWDOWRUHVROYHDQGUHSRUWRQFLWL]HQ¶VFRPSODLQWV
UHVROXWLRQLILWLQYROYHVWKHUROHRIWZRRUPRUHRUJDQL]DWLRQVRUKDYLQJYDJXH
resolution on part of the Organizations, regular performance audit will
7KHFLWL]HQ¶VIHHGEDFNZLWKUHJDUGWRVWDWXVRIKLVKHUFRPSODLQWLVRIVLJQL¿FDQW
%HVLGHVPRELOH$SSDOOWKHVHHQWLWLHVDUHDEOHWRORGJHDQ\NLQGRI
FRQWHQWV
WKDW
QHHGV
SDUW
RI feedback
WKH FLWL]HQ
RU VRPH
EHFRQGXFWHGDQGWKHGHIDXOWHUVZLOOEHGHDOWXQGHUWKHUXOHV
importance
to us.
PleaseFODUL¿FDWLRQ
don’t forget RQ
to give
your
in either
caseDGGLWLRQDO
as it helps
FRPSODLQWUHFHLYHGWRWKHPLQWKHIRUPRIDOHWWHUHPDLOWHOHSKRQHFDOORU
LQIRUPDWLRQ
UHTXLUHG
)RU
D
WDQJLEOH
RXWFRPH
WKH
FLWL]HQ
KDV
WR
ZDLWside
WLOO
us to improve the system of public services delivery. The feedback from your
E\DUULYDORIWKHFRPSODLQDQWLQSHUVRQ7KHFLWL]HQVZKRKDYHQR$SS
FRPSOHWLRQRIWKHDVVLJQHGWLPHOLQHV
LHGD\V
is
highly appreciated by PMDU and will be
analyzed toZKLOHLQWKHPHDQWLPH
identify problematic areas
IDFLOLW\PD\YLVLWWKHFRQFHUQHGRI¿FHRUDQ\*RYWRI¿FHKDYLQJWKH30'8
for
furtherZLOO
improvement
and evidence-based
measures.
You RI
will WKH
be
KHVKH
EH NHSW XSGDWHG
UHJDUGLQJ corrective
DOO SURFHVVLQJ
VWDJHV
Version
1.0 feedback
reminded
time7KH
& again
to record
your
veryGD\V
fair and
square.
'DVKERDUGIDFLOLW\DQGPD\ORGJHWKHLUFRPSODLQWWKURXJKPDQXDO
FRPSODLQW
DVVLJQHG
WLPHOLQHV
GRHV
QRW JXDUDQWHH
PRIVACY
SURFHGXUH
UHVROXWLRQRI\RXUFRPSODLQWUDWKHULWLVWKHQDWXUHRI\RXUFRPSODLQWWKDWZLOO
(YHU\UHJLVWHUHGPHPEHUFLWL]HQRQ3DNLVWDQ&LWL]HQ¶V3RUWDOKDVWKHOLEHUW\WRKLGH
E6HQGHPDLORQSPGX#SPRJRYSNKRZHYHUQDPHFHOOQXPEHU,'FDUG
øîቸ
GHWHUPLQH
WKH LGHQWLW\
UHVROXWLRQ
WLPHOLQHV
LV KRZHYHU
DVVXUHG
DQ
RU
UHVWULFW KLVKHU
ZLWK UHJDUG
WR WKH,WFRQWHQWV
RI FRPSODLQW
EHLQJWKDW
ORGJHG
number PHPEHUV
and necessary
details (attachments)
to be WR WKH
DSSURSULDWHUHVSRQVHZLOOEHSURYLGHG
+RZHYHU
ZLWK XQKLGGHQ
SUR¿OH V ZLOOare
EHmandatory
NHSW FRQ¿GHQWLDO
PHQWLRQHGDORQJZLWKWKHFRPSODLQW
PD[LPXP
H[WHQW SRVVLEOH XQWLO RWKHUZLVH UHTXLUHG LQ WKH EHVW LQWHUHVW RI WKH
WHAT
IT MEANS WHEN A COMPLAINT IS CLOSED?
F3RVW\RXUFRPSODLQWLVVXHRQWKHRI¿FLDO)DFHERRNSDJHRIWKH30'8ZLWK
FRPSODLQDQWDQGIDLUGHWHUPLQDWLRQRIWKHFRPSODLQW7KH2UJDQL]DWLRQVKDYHEHHQ
)RUJHQHUDOXQGHUVWDQGLQJRIWKHFLWL]HQVDIWHUQHFHVVDU\DFWLRQWKHVWDWXV
LVVXHGLQVWUXFWLRQVWRDYRLGXQQHFHVVDU\DFFHVVWRWKHFLWL]HQ¶VSUR¿OHDQGPDLQWDLQ
DOOQHFHVVDU\GHWDLOVKWWSVZZZIDFHERRNFRP30'83DNLVWDQ
FRQ¿GHQWLDOLW\7KHFLWL]HQVDUHDOVRDGYLVHGQRWWRKLGHWKHLULGHQWLWLHVDWWKHWLPHRI
RIDFRPSOLDQWZLOOEHUHSRUWHGDV³&ORVHG´LQWLPDWLQJWKHIROORZLQJ
G+RPHEDVHGZHEDFFHVVZLOOVRRQEHHQDEOHGIRUFLWL]HQVWRORGJHD
FRPSODLQWVXEPLVVLRQLIUHTXLUHGVRRURWKHUZLVH
FRPSODLQWHWF
Explanation
#
Situation
PAKISTAN
CITIZEN’S
PORTAL
1
Relief granted
When a complaint/issue has been fully addressed either in terms of relief granted
HOW
TO
SAVE
TIME
IN COMPLAINT
RESOLUTION?
Note:
Please,
avoid
pursuing
your complaint
by means of calling the
RUVHUYLFHSURYLGHGDVSHUWKHFLWL]HQ¶VUHTXHဧ
Partial Relief
When a complaint/issue could be partially addressed either by initiating necessary
2 30¶V2I¿FHRUVHQGLQJ\RXUFRPSODLQW,'VWRGLIIHUHQWRI¿FHUVRI¿FHV
7KHFLWL]HQFDQJHWLQWLPHUHVSRQVHDQGUHOLHI
granted
DFWLRQRQLWRUSRVVLEOHUHOLHIFRXOGEHJUDQWHGDWVRPHIXWXUHFRXUVHRIWLPH7KLV
also apply
cases wherein
relief status
is delayedand
and subject
to codal/procedural
D%\VHOHFWLQJFRUUHFWFDWHJRU\DQGDXWKRULW\IRUKLVKHU
The system ismay
capable
totoshow
you the
remarks
of the
IRUPDOLWLHVRUUHGUHVVDORILVVXHVLVVXEMHFWWR¿QDQFLDOLPSOLFDWLRQVLQWKHIRUPRI
FRPSODLQWVXJJHVWLRQJXLGDQFHVHHNLQJTXHU\
FRQFHUQHG RI¿FHU
IURPSURMHFWV
WLPH RU
WRJUDQWV
WLPH
IRU
GHYHORSPHQW
HWF3OHDVH
+RZHYHUFOLFN
FORVLQJGHWDLOV
D FRPSODLQW
RQWKH
WKH VDLG
JURXQGV
WKH
FLWLzen
shall
be
properly
guided
as
to
why
the
requisite
relief
could
E%\FOHDUO\PHQWLRQLQJRIWKHFRQWHQWVVRWKDWWLPHPD\QRWEHZDVWHGLQ
SXUSRVHWRYLHZFRPSOHWHGHWDLOVUHPDUNVDFWLRQWDNHQ)RUDQ\IDOVH
QRWEHSURYLGHGLQVWDQWO\
VHHNLQJLQIRUPDWLRQIURP\RXUVLGH
Relief cannoton
be part
7KHFRPSODLQWFDQQRWEHDGGUHVVHGDWSUHVHQWDQGQRUHOLHIFRXOGEHJUDQWHGGXHWR
3 resolution
of the Organizations, regular performance audit will
granted
lack of no/any provisions in relevant laws/rulesUHJXODWLRQV7KLVDSSOLHVWRWKRVH
F3URYLVLRQRIQHFHVVDU\DWWDFKPHQWVSURRIVSLFWXUHVDXGLRYLGHR*36
EHFRQGXFWHGDQGWKHGHIDXOWHUVZLOOEHGHDOWXQGHUWKHUXOHV
complaints wherein exact timeframe cannot be provided to the citizen except the
FRRUGLQDWHVHWF
UHDVRQ
0RVWO\FRPSODLQWVVXIIHUGHOD\VGXHWKHDERYHPHQWLRQHGUHDVRQVRQSDUWRI
7KHUHFDQEHQRRSWLRQLQUHVROYHGVWDWXVRIDFRPSODLQWRWKHUWKDQWKH
WKHFLWL]HQV7KHUHIRUHWKHFLWL]HQVDUHDGYLVHGWRGRWKHQHHGIXOIRUHI¿FLHQW
DERYH7KHFRPSODLQDQWKDVWKHOLEHUW\WRUHSRUWDQGUDLVHYRLFHLIKLVKHU
UHVROXWLRQRIWKHLUFRPSODLQWV
FRPSODLQW RU JXLGDQFH VHHNLQJ TXHU\ LV WDNHQ IRU JUDQWHG RU PDUNHG
UHVROYHGRWKHUZLVH
HOW MUCH TIME IT TAKES TO RESOLVE A COMPLAINT?
Respected
organizations
are DQG
bound
in either case
to respond
7KH V\VWHPCitizen,
DVVLJQVthe
PLQLPXP
GD\V
PD[LPXP
GD\V
GHIDXOW
to
your complaint; however you are also expected to raise genuine issues
WLPHOLQHVWRHYHU\FRPSODLQWIURPWKHGD\RILWV¿UVWDUULYDOWRD*RYHUQPHQW