How to Complain Against a Hospital or Doctor in Khyber Pakhtunkhwa: KP Health Care Commission Steps
File a complaint against a hospital, clinic or doctor in Khyber Pakhtunkhwa with the KP Health Care Commission: 60 days, affidavit, CNIC, online portal, fines.
To complain against a hospital, clinic or doctor in Khyber Pakhtunkhwa, first complain to the hospital itself. If it does not resolve it within 30 days, file with the KP Health Care Commission online at complaintshcc.kp.gov.pk or on paper in Peshawar, with a notarised affidavit and your CNIC. The Commission's phone is (091) 9217014.
The KP Health Care Commission (KP HCC) is the provincial regulator for public and private hospitals, clinics, labs and other health care establishments. It handled 267 new complaints in July to September 2026 alone, and says 5,065 of the 5,129 complaints it has received since 2022 are resolved. Here is how to make yours count.
Complain to the hospital first, then to the KP HCC
The KP HCC wants the hospital's own complaint desk to try first. If the hospital does not settle your complaint within 30 days, or has no complaint system, you can go to the Commission. Keep proof that you complained to the hospital.
The Complaint Management Regulations, 2022 say every Category 1 and Category 2 health care establishment must run its own complaint and redress system and keep a record of complaints. A hospital that has no such system, or refuses to hear a patient, can itself be fined up to Rs 50,000 for maladministration.
Health workers are treated differently. A doctor, nurse or other employee who fears the hospital will not hear the complaint may go straight to the Commission.
File within 60 days, with an affidavit and your CNIC
The KP Health Care Commission Act, 2015 gives you 60 days from the date you learned of the problem. The complaint must be in writing, signed or thumb-printed, and backed by a notarised or attested affidavit, your CNIC number and your address.
The affidavit must say three things: the facts are true to your knowledge, no case on the same matter is pending in any court, and you are not complaining to harass or defame anyone. The Commission does not accept anonymous complaints or complaints under a false name.
Documents to attach
- A copy of your CNIC.
- The notarised or attested affidavit.
- Your written complaint to the hospital and its reply, if any.
- Medical records: admission slip, prescriptions, lab and scan reports, discharge summary.
- Bills and receipts, if the complaint is about charges.
- Names of the doctors or staff involved, and dates.
How to file a KP HCC complaint online, step by step
The online route runs through the KP HCC Complaint Management System. You make an account, fill the form, and upload your documents. Paper complaints go to the Commission's head office in Hayatabad, Peshawar, and are handled the same way.
- Open complaintshcc.kp.gov.pk and create an account, then log in.
- Enter your name, CNIC, address and phone number.
- Enter the name and address of the hospital, clinic or lab, and the people you are complaining about.
- Write what happened in date order. Keep it factual.
- Upload the affidavit, CNIC copy, the hospital's reply and your medical records.
- Submit, and note the complaint number for follow-up.
For a paper complaint, post or hand in the same papers at Khyber Pakhtunkhwa Health Care Commission, Sector B-3, Phase 5, Hayatabad, Peshawar. Complaints also reach the Commission through the Prime Minister's Performance Delivery Unit (PMDU) and the Chief Minister's Ikhtiyar Awam Ka portal.
What the Commission can investigate
The KP HCC hears complaints about medical negligence, maladministration, malpractice, quackery, poor or failed services, and establishments running without registration or licence. It covers allopathic, homeopathic and tibb providers, in both government and private sectors.
The regulations list examples of malpractice. They include long delays in care, poor explanation of risks or diagnosis, not following standard procedure, poor record keeping, weak infection control and poor post-operative care.
| Type of finding | What it means | Fine up to |
|---|---|---|
| Severe negligence | Caused or contributed to death | Rs 1,000,000 |
| Moderate negligence | Permanent loss of function of the body or a body part | Rs 500,000 |
| Mild negligence | Temporary disability or slower recovery | Rs 300,000 |
| Maladministration or malpractice | Failure in services, poor conduct | Rs 1,000,000 |
| No registration or licence | Running an establishment illegally | Rs 1,000,000 |
On top of a fine, the regulations say the guilty party must pay compensation of at least the actual damage caused. The Commission can also recommend an FIR, suspend or cancel a licence, close the establishment, or ask the relevant council to cancel a provider's licence.
What happens after you file
The Directorate of Legal Affairs checks whether the complaint is admissible, sends a notice to the hospital or doctor for a written reply, and may hold hearings, inspect the facility and take expert opinion. The inquiry report is due within 60 days of proceedings starting.
Turn up when called. A complaint can be dismissed if you miss three notices in a row or do not provide the evidence asked for. If the respondent does not reply after a second reminder and seven more days, the case can go ahead without them.
If you are not satisfied with the final order, you can appeal to the District and Sessions Judge within 30 days of receiving it.
Complaints the KP HCC will not take
The Commission rejects complaints without the affidavit, anonymous or false-name complaints, complaints filed after the deadline, and matters already pending in a court. A complaint proved false can cost the complainant a fine of up to Rs 200,000.
Some problems belong elsewhere. A Sehat Card Plus billing or admission issue goes to the programme's own helpline, set out in KP Sehat Card Plus complaints on 0800-89898. A complaint about a doctor's personal professional conduct can also go to PMDC. Before choosing a private clinic, you can check a clinic or lab is licensed in Khyber Pakhtunkhwa.
For opening hours and phone numbers of the big government hospitals, see KP teaching hospitals OPD timings. If the hospital is in Punjab or Balochistan, the rules are similar but the bodies differ: see complaints to the Balochistan Healthcare Commission.
Common questions
Can I complain to the KP Health Care Commission against a government hospital?
Yes. The KP HCC regulates both public and private health care establishments in Khyber Pakhtunkhwa, including teaching hospitals, clinics, labs and homeopathic and tibb clinics.
How long do I have to file a complaint?
The Act gives 60 days from the date you came to know of the problem. Complain to the hospital first, and go to the Commission if it is not resolved within 30 days.
Is there a fee to file a complaint with KP HCC?
The Commission's complaint pages list no complaint fee. You pay only for the affidavit's stamp paper and notary or attestation.
Can the KP HCC give me compensation?
Yes. The regulations say a provider found guilty of negligence or malpractice must pay compensation of at least the actual damage, besides any fine.
Can a relative complain for a patient who died?
Yes. The regulations define an aggrieved person to include the patient's next of kin or anyone the patient authorised.
What is the KP HCC phone number?
The Commission lists (091) 9217014 and the email info.hcc@kp.gov.pk. Its head office is in Sector B-3, Phase 5, Hayatabad, Peshawar.
How we verified this
What we checked and where we read it.
Last checked 15 November 2026. We read the KP HCC Directorate of Legal Affairs page and its contact page, the Complaint Management Regulations, 2022, the KP Health Care Commission Act, 2015 published by the Health Department, and the Commission's July to September 2026 fact sheet for the complaint figures. The Legal Affairs page and the Regulations word the time rule differently: the page speaks of 30 days at the hospital first, the Regulations and Act of 60 days to file with the Commission. We have given both.
About the author
Public Services and Education Journalist
Fajr Riaz is a journalist and content writer at Pakistan Era, based in Lahore. She covers the questions people meet in everyday life in Pakistan: how a public service works, what a change in the rules means, and where to find a reliable answer.
