Complain About a DRAP Service or Delay in Pakistan: Citizen Portal, Ombudsman and 0800-03727

Short answer: DRAP lists three official routes. Call its public line on 0800-03727 (Monday to Friday, 8am to 4pm). File a general complaint through the Pakistan Citizen Portal mobile app. If it is not resolved, register a complaint against DRAP with the Federal Ombudsman at complaints.mohtasib.gov.pk. A problem with a medicine itself goes to DRAP Safety Reporting, not these routes.

A licence file sits for weeks. A pharmacy owner cannot get an answer on a registration. A company waits for a decision that should have come by now. People deal with DRAP, the Drug Regulatory Authority of Pakistan, in many ways, and not all of them are about a bad medicine.

We read the DRAP complaints page and its home page on 14 October 2026. The page names the routes below. It does not state a fee or a deadline for any of them, so we do not give one. Where a point is missing, we say so.

The problem decides which route you use

DRAP separates complaints about a product, such as a medicine or device with a defect, from complaints about its own service. Product problems go through Safety Reporting. Service complaints go to the Pakistan Citizen Portal, and unresolved ones can go to the Federal Ombudsman.

Pick the right door first. A service complaint sent to Safety Reporting will not reach the officer who handles licences. A bad batch sent to the Citizen Portal will not trigger a recall check.

If your problem is a product, see how to report counterfeit medicine to DRAP, how to report a medicine side effect, or how to report a medicine shortage.

The phone line is the fastest first step

DRAP lists a public line, 0800-03727, open Monday to Friday from 8am to 4pm. Use it to ask for the status of your file. Keep your file number ready and write down the name of the person you speak to.

Call during office hours and keep your file or application number ready. Write down the name of the person and the time of the call. That record helps if you need to escalate later.

The DRAP complaints page lists offices in Islamabad, Karachi, Lahore, Peshawar and Quetta. We did not find a complaint email address on it. The page only links to a webmail login, so do not trust a random email address that claims to be DRAP complaints.

The Citizen Portal app files a general complaint

DRAP says general complaints and suggestions about its operations or services go through the Pakistan Citizen Portal mobile app, which is available on Android and iOS. File one there if the call does not solve the delay.

1. Write down the dates, the names, the office and any file or application number.
2. Call 0800-03727 and ask for the status. Note what you were told.
3. Install the Pakistan Citizen Portal app and sign in.
4. File the complaint against DRAP and describe the delay in plain facts.
5. Save the complaint number and check it often.
6. If nothing happens, take it to the Federal Ombudsman.

Stick to dates and facts. A short, clear complaint is read faster than a long angry one.

The Federal Ombudsman handles unresolved complaints

The DRAP page says complaints about DRAP can be registered with the Federal Ombudsman, known as the Wafaqi Mohtasib, at complaints.mohtasib.gov.pk. It also gives a status check link. The page does not state a fee or a time limit, so ask the Ombudsman office.

The Ombudsman is a separate office from DRAP. It looks at complaints of delay or unfair treatment by federal bodies. We explain the process in our guide on settling a dispute through the Wafaqi Mohtasib.

If you disagree with a decision from the Ombudsman, there is a further step. See how to challenge a Federal Ombudsman decision.

The DRAP page also links its "Guidelines on Complaint handling" document. We could not read that PDF, so we cannot say what time limits it sets. Read it before you file.

A complaint about a clinic or hospital goes elsewhere

DRAP regulates medicines, vaccines and devices. It does not run hospitals or clinics. If your problem is a doctor, a clinic or a hospital, use the provincial healthcare commission or the Islamabad regulator instead of DRAP, because those bodies hold the licence.

Match the complaint to the licence holder. Our guides on complaining about a hospital or doctor in Punjab, Sindh, Khyber Pakhtunkhwa and Islamabad name the right body for each.

A good rule of thumb: if the problem is the product in the box, think DRAP. If the problem is the person who gave it to you, think the health regulator of your province.

Common questions

What is the DRAP complaint number?

DRAP lists its public line as 0800-03727, open Monday to Friday, 8am to 4pm. This is the number shown on its website.

Can I email a DRAP complaint?

We did not find a complaint email address on the DRAP complaints page. It only links to a webmail login, so use the phone line, the Citizen Portal or the Ombudsman.

Does DRAP charge a fee for a complaint?

The complaints page does not state a fee. We cannot say one exists. Ask when you call and do not pay anyone who offers to speed a complaint.

How long will a complaint take?

DRAP does not state a timeline on the page we read. The complaint-handling guidelines it links may say. Keep your complaint number and follow up.

Where do I report a fake or bad medicine?

Use the Safety Reporting page on the DRAP website. Product defects and adverse events go there, not through the general complaint routes.

How we verified this

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

Last checked on 14 October 2026, Pakistan time. We read the DRAP complaints page and the DRAP home page. The phone number, hours, app route, Ombudsman route and office cities come from those pages. We could not read the linked complaint-handling guidelines, and we did not file a test complaint, so we cannot say how long any route takes.