How to File a Passport Complaint in Pakistan: DGI&P Helpline, Citizen Portal and Ombudsman
Passport delayed or office problem? DGI&P lists a helpline, email, Citizen Portal, an overseas email and the Federal Ombudsman. See what to have ready for each.
Short answer: To complain about a passport delay or an office, call the DGI&P helpline on 051-111-344-777, lodge the complaint on the Pakistan Citizen Portal, or write to info@dgip.gov.pk. Overseas Pakistanis have a separate email, complaints.passport@interior.gov.pk. If those fail, DGI&P points to the Federal Ombudsman as the next step.
A passport that has not arrived after the promised days is a common complaint. So is a rude or unclear counter. Most people do not know that DGI&P publishes more than one complaint route, and that each one wants different details. Using the right one first saves weeks.
We read the DGI&P home page, contact page and e-services page on 12 October 2026. We did not call the helpline or test the portal, so we cannot report how fast each route answers.
DGI&P publishes five complaint routes, and the helpline comes first
The contact page names the helpline, an email, the Pakistan Citizen Portal, the Federal Ombudsman and e-Kachehri events. Start with the helpline for a status question. Use the Citizen Portal when you want a recorded complaint with a number you can follow.
| Route | Detail on the DGI&P page | Best for |
|---|---|---|
| Helpline | 051-111-344-777, or 0092-51-111-344-777 from abroad | Status, delay, quick question |
| info@dgip.gov.pk | A written query with scans | |
| Pakistan Citizen Portal | citizenportal.gov.pk | A formal complaint with a number |
| Overseas email | complaints.passport@interior.gov.pk | Overseas Pakistanis |
| Federal Ombudsman | Grievance Commissioner at mohtasib.gov.pk | No answer from the above |
The helpline hours differ between two DGI&P pages
The contact page says the team is available Monday to Friday from 08:00 to 16:00. The e-services page says Monday to Friday from 08:30 to 16:30. We could not tell which one is current, so call in the middle of the day, between 09:00 and 15:30, and you are inside both windows.
The helpline number is the same on both pages. DGI&P offices are closed on public holidays, so a call on one will not be answered.
Have these details ready before you complain
For an online passport problem DGI&P asks for five items: your full name, contact number, online tracking ID, ID card number and contact address. Have the same set ready for any route, plus your token number if you applied at an office.
- Write down your full name exactly as on the CNIC, and the CNIC number.
- Find the date you applied and the office or mission where you applied.
- Keep the token, receipt or tracking ID where you can read it.
- Note the delivery date you were given.
- Write the problem in two sentences: what you applied for, and what has not happened.
Check the status first. DGI&P offers SMS and email updates from the number 9988 when you gave a mobile number or email at data entry. Our passport tracking guide shows how the status steps read.
Check the promised days before you call
DGI&P's own pages give two sets of timings. The FAQ says a normal passport is issued after 21 working days, an urgent one in 5 and a fast track one in 2. The guidelines on the requirements page say delivery is after ten working days for normal and four for urgent.
Your slip date is the one that counts. If the date on your slip has passed, you have a clear complaint. If it has not, the helpline can only tell you where the file is. Delays can also come from a record check. DGI&P's process flow includes a verification against office records before the decision.
Where to go for a passport office or zone
If the problem is with one office, the zonal head is the next level. The DGI&P contact page lists nine zones with a telephone for most. These are the numbers it prints for the main zonal offices.
| Zone | Office | Telephone on the page |
|---|---|---|
| North Punjab, AJK and GB | Rawalpindi | 051-9330693 |
| Central Punjab | New Garden Town, Lahore | 042-99231900 |
| South Punjab | Multan | 061-9220110 |
| Khyber Pakhtunkhwa | Peshawar | 091-9217616 |
| Sindh | Karachi | 021-99203092 |
| Balochistan | Quetta | 081-9202646 |
Office numbers change. Check the DGI&P zones page before you rely on one.
What to do for a lost or uncollected passport instead
A complaint is not the route for a passport you lost or never collected. Those have their own rules. Our guide on replacing a lost passport and our note on the six month rule for uncollected passports cover them.
For a complaint that has closed without an answer, see how to reopen a closed Citizen Portal complaint. Our summary of the Wafaqi Mohtasib annual report shows the scale of cases that reach the Federal Ombudsman.
Common questions
What is the DGI&P helpline number?
It is 051-111-344-777 for callers in Pakistan and 0092-51-111-344-777 from abroad, according to the DGI&P contact page. It runs Monday to Friday.
Can I complain about a passport online?
Yes. DGI&P points to the Pakistan Citizen Portal at citizenportal.gov.pk for a recorded complaint. For online passport matters it also gives mrponline@dgip.gov.pk.
Is there a special email for overseas Pakistanis?
Yes. The DGI&P home page notice gives complaints.passport@interior.gov.pk for overseas Pakistanis to register passport related complaints.
How do I get passport status by SMS?
Give a valid mobile number or email when your data is entered at the passport office. DGI&P then sends status updates from 9988.
Who handles a complaint if DGI&P does not reply?
The DGI&P page lists the Grievance Commissioner, the Wafaqi Mohtasib or Federal Ombudsman in Islamabad, as the next step.
What if my online passport is delayed or not delivered?
For an online application, email mrponline@dgip.gov.pk. For a delivery problem, email onlinedelivery@dgip.gov.pk with your tracking ID and ID number.
How we verified this
What we checked, where we read it, and what we could not confirm.
We read the DGI&P contact page, home page and e-services page on 12 October 2026. The overseas complaint email comes from a notice on the home page. We did not call any number or send any email, and we have not tested response times. Numbers, hours and email addresses can change.
About the author
Tax, Bills and Technology Writer
Ali Akhtar is a young and curious voice here at Pakistan Era. He is currently pursuing his A-Levels and has a growing interest in Pakistan’s changing industrial landscape and educational trends. Ali likes to write in a way that helps him explain and explore the world around him. His writing reflects the perspective of the new generation navigating the evolving trends of Pakistan where technology, youth innovation, and shifting opportunities are reshaping the country’s future.
