The Khyber Pakhtunkhwa government has launched a new system to receive and resolve public complaints against government institutions.
The Relief Department will register grievances through a dedicated official email address and WhatsApp number, allowing citizens to report issues linked to government services and administrative matters.
Under the new mechanism, every complaint will receive a unique diary number and an acknowledgment receipt. The government has also made it mandatory for each department to appoint a focal person to monitor and resolve complaints.
Officials will give special attention to complaints involving corruption, bribery and abuse of power. The system will also require audits of government, financial and electronic records to ensure a fair investigation.
The government has ordered strict confidentiality for complainants and sensitive information. It said exposing a complainant’s identity or leaking confidential details will count as official misconduct.
Authorities will prepare a detailed report with recommendations for each complaint based on evidence, facts, and figures. If investigations prove corruption or irregularities, officials will take legal action.
The communique also directed departments to forward serious complaints immediately to the relevant authorities.
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