The Pakistan Citizen Portal (PCP) is a government-owned smartphone app that allows taxpayers to submit controversial issues for expert evaluation and assistance on subjects like income tax, sales tax, customs, and federal excise duty (FED). It helps the country promote a measurable performance management culture and holds the FBR / government unit responsible for its assigned tasks and obligations. It also assists in the identification of gray areas in the service delivery system, allowing for early action and improvement.
Update (April 7, 2021): In order to address widespread–and long-standing–concerns in Pakistan about illegal land ownership, a special area on the Pakistan Citizen Portal (PCP) has been established for reporting complaints related to land grabbing, or ‘Qabza mafia,’ as it’s more commonly known.
A specific category on Pakistan Citizens Portal for registering issues related to land grabbing/Qabza Mafia was inaugurated during a live telephone discussion on Apr 4, 2021, according to the public announcement.
On the other hand, complaints regarding judicial procedures will not be entertained the Prime Minister’s Office added, citing PCP-rules. Manual’s “Complaints from Pakistanis in other countries will be reviewed as soon as possible,” the statement says.
Update (Jan. 28, 2021): During a review meeting in Faisalabad, Deputy Commissioner Muhammad Ali disclosed that the district has addressed 43,068 public complaints received through the Pakistan Citizen Portal. Authorities received a total of 45,080 complaints, including 886 new ones, as well as comments from community members, through the Pakistan Citizen Portal.
Update (Jan. 1, 2021): The interface of the Pakistan Citizen Portal app has been completely redesigned to enhance consumer convenience to new levels. Complaints, Guidance, & Recommendations seem to be the three basic categories into which the capabilities have been divided. The freshly enhanced interactive environment will allow the user to traverse the program with ease, and they’ll be capable of contributing to the portal’s service enhancement by leaving comments in the ‘Suggestions’ area. The Pakistan Citizen Portal app has been updated and is now accessible just on the Apple And Google Play Store.
Update (Sep. 14, 2020): Do you want to make a good impact in your community? Are you looking for a way to solve your water and energy issues? Do you want to make a complaint because a local government employee has failed to meet their obligations? You’ve arrived to a Pakistan Citizen Portal, a new sort of participatory governance through the mobile application if you answered affirmative to the majority of the questions above. It’s also known as the Prime Minister’s Portal.
Features and functionality of the Pakistan Citizen Portal App
- Take a look at these main characteristics and purposes of a Prime Minister’s Portal so we can go over what to register and follow up on a complaint using PCP.
- Registration on the site is absolutely free.
- You have access to a direct way of communicating with government authorities by opening an account.
- You can file a complaint, point out flaws and problems, and make recommendations.
- The greatest feature about using the PM’s Portal is that you shouldn’t need a reference or an intermediary to do the assignment.
- Keeping an eye on the status of concerns in live time.
Purpose
- The Pakistan Public Portal’s objective is to provide government entities with the resources they need to quickly respond to and answer citizen issues.
- Ascertain that the complaints get sent to the appropriate government agencies and departments.
- All complaints should be handled quickly, and the complainant should be kept informed throughout the process.
- Keep an eye on the plaintiff’s final remedy to see if it helped to solve the problem.
- The issues and recommendations must be revisited because they’re not satisfactorily solved.
- Sort through the ideas and apply the best ones.
- Decide how you’ll handle issues of secrecy.
- Connect current govt complaint centers to a Pakistan Citizen Portal.
Uses Of The Prime Minister’s Portal
- There are several methods to go to the Pakistan Citizen Portal.
- Complaints – Anyone can use the Pakistan Citizens Portal to register a complaint about a specific scenario, a legal violation, or even a social responsibility issue.
- It also is feasible to do a search of any government department.
- Make proposals for any social or organizational change.
PM portal is used to handle complaints
The Pakistan Citizen Portal registration process is really straightforward. To begin, go to the Play Store and download our Pakistan Citizen Portal for Android & apple. You’ll be a registered member who can swiftly make complaints after you’ve entered all the necessary information and fill out all of the blank spaces. When you register a complaint about unsatisfactory service, employee behavior, inefficient processes, merit violations, or poor administration, it passes through a lot of phases.
New Complaints
Under the ‘New Complaints’ symbol on the dashboard, a new problem would emerge. Until the complaint is reopened for further debate and action, it will be stored in this area. Around this time, one’s time frame for dealing with concerns will begin to take shape and be measured.
In-process Complaints
‘In Progress Complaint’ is typically delivered whenever a complaint is submitted and action is taken. The complaint is sent to the appropriate authorities for urgent action as a first step.
Escalated Complaints
From the beginning, your complaint was conveyed to the proper public-interest organizations. If the matter is not resolved by the Prime Minister’s Portal by the date, it is transferred to the ‘Escalated Complaints’ area. Simple escalation and extreme escalation are the two types of escalation. Your issue escalates after 20 days, and the signal becomes red. The complaint would be referred to the department’s next highest-ranking government official.
On the 41st day, once it is filed, the initially elevated complaint will be upgraded to super escalation. The complaint will now be communicated to all of the relevant government office’s top officials. At this time, the Prime Minister’s Office will be able to research the complaint, and it’ll be noted that 41 days have elapsed with no resolution. Employees of a state who were previously involved in settling the complaint would be found responsible for its unresolved status.
Forwarded Complaints
The focal person who manages the dashboard may forward a complaint to the appropriate authority. The forwarding option allows for two-way contact, with erroneously received complaints either from a registered member or a government agency being transferred to itself within 24hrs through the system. The complaints which were received as a result of a mistake are recovered and forwarded to the proper authorities, along with suitable remarks. Depending on where the report must be forwarded, the person in charge or authority in control of the dashboard and complaints have to choose between state and federal entities.
Complaint Resolved
The Pakistan Citizen Portal also shows you the status of the complaint, this is one of the most useful features. A panel’s handler can be one of three things: Certain aid has been provided, some relief has been granted, and no relief may be granted. Despite the fact that the registered citizen wants a full resolution to his or her problems, it is not always necessary for the complaint to be resolved to the satisfaction of the complainant for a number of reasons and conditions.
A complaint lodged at the Pakistan Citizen Portal does not mean that your case will be solved by going above the law. The government entity will choose ‘partial relief granted’ if some action has been taken and the solution is underway. If complete relief has been granted then the government official will tick off the ‘relief granted’ box. It is mandatory for all government offices to record remarks in the comment box when marking it as resolved. Reference should also be attached showcasing the satisfaction of the complainant.
Reopening Of A Complaint
If a complaint was closed erroneously, it really should be reopened and solved immediately as possible. If an organization’s leadership determines that the grievance was not sufficiently resolved and to the citizen’s satisfaction increases on the citizen’s input, the complaint might well be reopened. If a government agency fails to resolve a citizen’s complaint, the Prime Minister’s office will assess the current situation and consider it the highest issue.
Follow Up Mechanism
It has now been demonstrated that a viable follow-up strategy may be used. This aids in the evaluation of the government’s performance and the investigation of complaints. They may well be able to provide the required insights on how well the government entity’s service delivery and procedures might be improved. A review session will be held once a month to look over the concerns. Furthermore, all federal government institutions must perform extensive efficiency audits, involving public feedback surveys, on an annual basis. Increasingly prevalent complaints, systemic issues, and improvement proposals should all be presented to an organization’s personnel on a regular basis. The following criteria will be used to evaluate the employee’s performance:
- Considering the length of time it took to settle the concerns.
- The number of complaints that were resolved.
- Response time to citizens is of high quality.
- Comments from the public.
So this is it for Pakistan’s most widely used complaint filing and resolution system. Other government-run agencies, like the Excise and Taxation Department, Islamabad, and Sindh, are listed in this comprehensive database.
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