With a view to ensure quality disposal of complaints received on Pakistan Citizen’s Portal (PCP), some officers’ dashboards on the portal were evaluated. The quality of disposal of complaints as well as the response indicated that the decision regarding resolution of the complaints have been taken at the level of lower sub-ordinates/dashboards handlers. Thus, it can be safely presumed that the dealing persons were neither competent nor empowered by the concerned authority to properly resolve the complaints. Resultantly, the quality of complaints resolution has largely been compromised and questions of dissatisfaction are being raised both by the public as well as the level of this office. Taking cognizance of the matter, Prime Minister has been pleased to direct that all Heads of the concerned Organizations (Federal & Provincial) shall issue immediate instructions in this behalf to all concerned and ensure that decisions with regard to resolution or to drop a complaint shall be backed by requisite approval from the competent authority. It is also reiterated that any officer/ official in his/her official capacity or as a focal person is not authorized to resolve or drop a complaint until the same has been approved by the authority competent to do so. It is further clarified that a focal person/dashboard handler holding a portfolio where he/she is competent in his official capacity to decide a case is authorized to resolve a complaint on PCP. In case, no formal authorization is granted to any complaint’s dealing officer/official/handler, it will be presumed to have been granted and Administrative Head of the concerned Organization shall be held responsible for quality of complaint resolution processes.
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