KP Govt Launches New System for Public Complaints

The Khyber Pakhtunkhwa (KP) government has established a new system to receive, register and address public complaints against government institutions. The initiative has been introduced by the Relief Department to provide citizens with a direct way to raise concerns about government services and administrative matters.

Under the new system, citizens can submit their complaints through a designated official email address and WhatsApp number.

New Complaint Redressal System Introduced

The system will allow citizens to register complaints concerning government services and administrative affairs.

According to the KP government communique, every complaint will be given a unique diary number, while the complainant will also receive an acknowledgment receipt.

The system is designed to ensure that complaints are properly registered and followed up by the relevant departments.

KP has previously introduced digital public services to make government processes easier, including its KP e-driving licence system

Complaint Registration and Tracking

Every complaint submitted through the designated channels will receive a unique diary number.

An acknowledgment receipt will also be issued to confirm that the complaint has been received.

The KP government has also made it mandatory for every department to appoint a focal person for handling public complaints.

The province has also taken steps to improve administrative services through a KP fast-track domicile system.

Role of Departmental Focal Persons

The appointed focal persons will be responsible for receiving, monitoring and resolving complaints within their respective departments.

Their role will include following up on complaints and ensuring that the concerns raised by citizens are properly addressed.

Strict Review of Corruption Complaints

Complaints related to corruption, bribery and abuse of power will be strictly scrutinised under the new system.

The communique stated that allegations involving high-level fraud and severe corruption will not be routinely dismissed.

This will allow serious complaints to receive appropriate attention from the relevant authorities.

KP authorities have previously taken action against financial violations, including a KP operation against property tax defaulters

Records to Be Audited During Investigations

To support impartial investigations, relevant records may be examined during the complaint process.

These include:

• Government records

• Financial records

• Electronic records

The review of these records will help authorities assess complaints based on available evidence and information.

Government departments are increasingly using digital systems to improve public services, including the Pakistan Railways digital overhaul programme

Complainant Identity to Remain Confidential

The identity of the complainant and all sensitive information will be kept strictly confidential.

The KP government has declared the disclosure of a complainant’s identity or leakage of sensitive information as official misconduct.

Detailed Reports for Complaints

A detailed report with recommendations will be prepared for every complaint.

The report will be based on the evidence, facts and figures attached to the complaint.

Action Against Proven Irregularities

If corruption or irregularities are established, legal action will be taken.

The communique also directed that complaints of a serious nature should be forwarded immediately to the respective authorities.

The government has also taken action against serious financial violations, including cases involving FBR penalties for customs violations

Key Details

The new complaint system gives citizens a direct channel to raise concerns about government services and administrative affairs, while requiring departments to register, monitor and act on complaints.