PESHAWAR: Khyber Pakhtunkhwa Chief Minister Mohammad Sohail Afridi on Thursday warned that officials delaying the resolution of public complaints would face accountability, declaring such conduct unacceptable under his government.
Addressing a function at the Chief Minister’s House to launch reforms aimed at enhancing the functionality of the Pakistan Citizen Portal, the chief minister said ensuring the prompt resolution of citizens’ complaints was a top priority. He said the portal was being strengthened to enforce institutional accountability in line with the government’s Awam ka Ehsaas vision, according to an official statement.
Mr Afridi announced that he would personally and directly monitor the Pakistan Citizen Portal to ensure timely resolution of complaints. He urged citizens across the province, including overseas Pakistanis, to use the portal without hesitation, assuring them that their grievances would be addressed promptly and effectively.
He said that under the new reforms, special facilities were being introduced for residents of remote areas and for citizens facing difficulties in accessing the internet, enabling them to lodge complaints manually. For this purpose, 2,354 dashboards had been established across all districts of the province to facilitate complaint registration.
The chief minister emphasised that all relevant officials would be held responsible for timely complaint resolution. He said that if a complaint which could be resolved within one or two days took a week, it would be treated as negligence and those responsible would be held accountable.
He further said that all applications developed under the e-governance framework would be integrated into the Pakistan Citizen Portal to provide the public with easy and uniform access to government institutions.
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Mr Afridi said that online open courts had already been initiated from the chief minister’s secretariat and directed all departments, as well as divisional and district administrations, to ensure the conduct of online open courts. He added that all complaints received during these sessions must be uploaded to the portal for effective monitoring.
Stating that he was following the vision of Pakistan Tehreek-i-Insaf founder Imran Khan, the chief minister said the former prime minister had set a practical example of e-governance through the Citizen Portal. “Effective service delivery is not possible without a genuine understanding of public hardships,” he said.
Afridi said that online open courts had already been initiated from the chief minister secretariat.https://t.co/VH0CKzbt2W
— Dawn.com (@dawn_com) January 9, 2026
During the briefing, officials informed participants that all relevant applications were being integrated into the portal to improve public access to institutions. They said a more effective system of online open courts would be established and, at a later stage, a comprehensive mechanism for the automatic resolution of complaints would be introduced.
Officials also shared that over 0.7 million people were registered on the Pakistan Citizen Portal in the province, with a public satisfaction rate of 54 per cent — the highest in the country. They expressed optimism that the ongoing reforms would further improve the portal’s performance and public satisfaction levels.
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