Pakistan Citizen's Portal Complaints: BISP Drew 212,133, NADRA and Passports Satisfy About Two in Three

Short answer: On the Pakistan Citizen's Portal, BISP drew 212,133 complaints, NADRA headquarters 78,593 and Immigration and Passports 77,270, according to the portal's latest published statistics, dated 14 July 2025. All three marked more than 99 per cent "resolved". But only 64, 68 and 63 per cent of people who gave feedback said they were satisfied.

That gap is the useful part. A complaint marked "resolved" on the portal does not mean your problem is fixed. It means the department closed the ticket. The satisfaction figure is the closer guide to whether the route works.

We read the Prime Minister's Performance Delivery Unit summary on citizenportal.gov.pk on 20 October 2026. It is the newest summary the unit has posted. The portal is the government app that sends your complaint to the department responsible and tracks the reply.

BISP is the fourth most complained-about federal body on the portal

The Benazir Income Support Programme received 212,133 complaints on the portal by 14 July 2025, fourth among federal departments. Only the power sector's monitoring company, the northern gas company and the Higher Education Commission had more. NADRA headquarters was tenth and the passport directorate eleventh.

Add the three welfare and civic bodies together and they account for 367,996 complaints, by our addition. Within BISP, the officer with the most complaints was the Director General, Cash Transfer, with 139,234. That fits the experience of most callers: the problem is usually a missing or short payment.

Welfare and ID complaints are more often settled than most

Across all departments, 46.78 per cent of people who gave feedback were satisfied. BISP, NADRA and the passport office all beat that clearly, at 64, 68 and 63 per cent. The cybercrime agency, FIA and the State Bank sit near 37 per cent.

Why would these do better? A payment, an ID card or a passport is a clear, checkable outcome. Either it arrives or it does not. Complaints about crime, banks or electricity are often harder to close to the citizen's liking.

"Resolved" on the portal does not mean your problem is fixed

The portal marked 99.72 per cent of BISP complaints resolved, but only 64 per cent of people giving feedback were satisfied. A department can close a ticket by replying, even if nothing changed. Your feedback is what flags a false closure.

About 60 per cent of complaints across the portal got any feedback at all, by our sum. If you skip it, a poor reply counts as a success. When the department marks your complaint resolved and it is not, give negative feedback and ask for it to be reopened.

1. Read the department's reply in the app before you do anything else.
2. If the money, card or passport has not arrived, choose the dissatisfied option.
3. Write one line saying what is still missing, with dates.
4. Ask for the complaint to be reopened, and note the complaint number.
5. If it closes again with no change, take it to the federal ombudsman.

The reopening rules and time limits are set out in reopening a closed Citizen Portal complaint.

Pick the right route for BISP, NADRA and passport problems

The portal works best after the department's own channel has failed. BISP's helpline is 0800-26477, NADRA's is 1777 and the passport directorate's is 051-111-344-777. Use the portal when those do not answer, then the Wafaqi Mohtasib if the portal does not either.

Each department's own route is explained in complaining about a BISP payment, complaining to NADRA and filing a passport complaint. How to register and file on the app is in the Pakistan Citizen Portal complaint steps.

The figures are more than a year old

The summary is dated 14 July 2025. The unit had not posted a newer one on citizenportal.gov.pk when we checked on 20 October 2026. The counts are cumulative, from the portal's launch to that date, not a single year.

So treat the totals as the long-run picture. The satisfaction rates are the more useful signal, because they show how people felt about the outcome, not just the count. Departments can improve or slip within a year, and BISP changed its payment system in 2026, after these figures.

Common questions

How many Citizen's Portal complaints has BISP received?

212,133 by 14 July 2025, with 211,544 marked resolved and 64 per cent of feedback satisfied.

How does NADRA compare?

NADRA headquarters had 78,593 complaints and a 68 per cent satisfaction rate, the best of the three.

What does "resolved" mean on the Citizen's Portal?

That the department closed the complaint with a reply. It does not prove the problem was fixed, which is why feedback matters.

Can I reopen a complaint that was closed wrongly?

Yes. Give negative feedback and ask for it to be reopened, within the portal's time limit.

Is the Citizen's Portal free?

Yes. You register with your CNIC and mobile number and file at no cost.

Are there newer figures than July 2025?

Not on citizenportal.gov.pk when we checked on 20 October 2026.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked 20 October 2026. Every complaint, resolution and satisfaction figure comes from the Pakistan Citizen's Portal statistical summary dated 14 July 2025, report MR-PCP/R-55, which we downloaded from the Prime Minister's Performance Delivery Unit site on 20 October 2026. The 99.72 per cent, 60 per cent and 367,996 figures are our own arithmetic. BISP's helpline comes from its 2026 press releases and DGI&P's from dgip.gov.pk, both read on 20 October; NADRA's 1777 is from our earlier check of nadra.gov.pk. We could not find any summary newer than July 2025.