Frequently Asked Questions
For Citizens
Q: How do I file a complaint?
A: Click "File Complaint" in the main menu, fill in the form, and submit. You'll receive a ticket number and PIN.
Q: Is my complaint confidential?
A: Your personal information is protected. Only assigned government staff can view your complaint details.
Q: How long will it take to resolve?
A: Depends on priority and department. Normal tickets typically resolve within 48 hours. Urgent issues within 4 hours.
Q: What if I lost my tracking PIN?
A: Contact support at 021-99211001 with your CNIC and complaint details. We'll help you recover access.
Q: Can I file complaints for other people?
A: Yes, but provide accurate complainant details. You can file on behalf of family members or community.
Q: What if my issue isn't IT-related?
A: The portal handles many types of complaints. Select the appropriate category and it will be routed to the correct department.
For Companies
Q: How long does company verification take?
A: Typically 1-2 business days after submission.
Q: Can I add unlimited staff members?
A: Yes, there is no limit on staff accounts.
Q: Can staff see other staff's tickets?
A: No, staff can only see their own tickets. Only company administrators see all tickets.
For Staff
Q: I forgot my password, what do I do?
A: Contact your department administrator or super admin to reset it.
Q: Can I work on tickets from home?
A: The portal is web-based. Access depends on your department's VPN/security policies.
Q: How do I escalate a ticket?
A: Open the ticket, click "Escalate", select target department, provide reason.