Major improvement in citizen services: 93pc of public complaints resolved in 2025: ministry

ISLAMABAD: Claiming a major improvement in citizen services, the Ministry of Parliamentary Affairs announced that 93 percent of public complaints filed across Pakistan in 2025 were resolved, with action taken on more than 21,281 applications.

The Ministry of Parliamentary Affairs, in line with its mandate, ensures effective coordination between federal ministries and divisions and both Houses of Parliament on parliamentary matters. It also supervises the Prime Minister’s Public Affairs and Grievances Wing (PA&GW) to ensure timely and efficient resolution of public complaints.

According to details issued by Ministry of Parliamentary Affairs, a total of 21,281 petitions nationwide, including from overseas Pakistanis which predominantly related to issues including land grabbing, delays in registration of FIRs, police misconduct, billing discrepancies in utilities and issues concerning financial assistance etc.

To improve access to government offices, the complaints wing introduced a universal access number 111-555-554, allowing citizens to register grievances more easily.

An effective system was put in place to monitor pending government bills in the standing committees of both Houses. As a result, the Ministry helped ensure the passage of 39 government bills in Parliament. The ministry actively participated in the proceedings of both Houses of Parliament, responding to 207 questions and 20 calling attention notices. He also laid six constitutional and statutory reports, replied to five resolutions, concluded debates on nine motions, and handled proceedings related to 26 legislative bills.

As part of a nationwide awareness drive, the ministry sent around 123 million SMS messages to inform citizens about available complaint services and procedures. Officials stated that these steps led to an increase in public engagement, with the number of complaints rising from 12,597 in 2024 to 21,281 in 2025.

Special steps were taken to reach citizens in flood-affected areas. The ministry set up complaint desks in flood-hit districts of Khyber Pakhtunkhwa and Punjab to provide direct access to affected communities. Of the 445 complaints received, most were resolved on the spot with the help of local administrations.

Copyright Business Recorder, 2026