The federal government’s reported 98.7 percent complaint resolution rate on the Pakistan Citizen Portal largely reflects how many registered cases have been marked as closed, rather than how satisfied citizens actually were with the outcomes of those complaints. The government’s own figures show that only about 28 percent of total complainants expressed satisfaction with how their complaints were handled, while a larger share reported dissatisfaction, meaning more users were unhappy with their outcomes than pleased with them.
Since its launch, the Pakistan Citizen Portal has registered more than 6.05 million public complaints, of which nearly 5.97 million have been marked as resolved within the system. However, satisfaction data tells a noticeably different story. Out of the total complaints registered, 1,689,301 users indicated they were satisfied with the handling of their case, working out to 27.9 percent of all registered complaints, while 1,922,472 users expressed dissatisfaction, representing 31.8 percent of the total. This gap between the closure rate and citizen sentiment highlights a disconnect between how the government measures success internally and how the public actually experiences the resolution process.
Beyond the headline figures, additional portal data shows 66,161 new complaints currently registered, with 12,287 cases still under process. Separately, 11,350 complaints have been escalated, while 30,937 cases have reached the super escalation stage, and authorities have issued 3,976 warnings as part of the broader complaint management process. Looking specifically at feedback data, the portal received 3,611,777 total feedback entries, of which 1,167,361 were marked as resolved, 607,401 were considered partially resolved, and 1,837,005 remained unresolved according to the citizens who submitted them.
While the government has pointed to the portal as a sign of progress in improving digital governance, the underlying satisfaction figures suggest a meaningful gap between the official resolution rate and how citizens themselves assess whether their concerns were genuinely addressed. The disparity raises questions about how complaint closure is defined within the system, and whether marking a case as resolved accurately reflects the outcome experienced by the person who originally filed it, an issue that could affect public trust in the platform as a tool for addressing citizen grievances going forward.
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