Federal Minister for Parliamentary Affairs, Dr Tariq Fazal Chaudhry on Thursday at a news conference shared with media persons performance report of various ministries, divisions and attached departments in the outgoing year registering a significant progress in addressing public complaints up to 93 percent received from across the country during 2025.
According to official figures, action was taken on a total of 21,281 applications, reflecting an improved response mechanism and enhanced coordination among government departments, the minister informed the media persons. The minister said the data highlighted sustained efforts to strengthen public access, transparency, and accountability in governance in accordance with Prime Minister Shehbaz Sharif’s vision.
The complaints were received through the Prime Minister’s Public Affairs and Grievances Wing and covered a wide range of issues affecting citizens in different parts of the country, he said.
The minister noted that the majority of complaints were related to land occupation disputes, delays in the registration of First Information Reports (FIRs), police conduct, discrepancies in electricity and gas bills, and matters concerning financial assistance. Applications submitted by overseas Pakistanis were also included in the total number of cases processed during the year.
Emphasising its commitment to timely redressal, he said resolving public complaints within prescribed timeframes remains a key priority to build public trust in state institutions. To make government offices more accessible, a universal access number, 111-555-554, was introduced, enabling citizens to register complaints conveniently from anywhere in the country.
As part of a nationwide awareness campaign, the ministry sent approximately 123 million SMS messages to inform citizens about the complaint registration process and available grievance redressal services. He further informed that the outreach measures led to a notable rise in public engagement, with the number of complaints increasing from 12,597 in 2024 to 21,281 in 2025.
Special initiatives were also undertaken to facilitate citizens in disaster-hit regions. Complaint desks were established in flood-affected districts of Khyber Pakhtunkhwa and Punjab to provide direct access to grievance redressal for affected communities. The minister said that out of 445 complaints received from these areas, most were resolved on the spot with the assistance of local administrations.
We held regular meetings to listen to public grievances and review progress on their resolution he said adding that he responded to 207 questions raised by members. The minister also presented 20 attention notices and laid six constitutional and legal reports before the houses. In order to enhance coordination between Parliament and the Executive, a track-and-trace mechanism was introduced, allowing real-time monitoring of government responses to parliamentary business, including bills, questions, resolutions, and attention notices, he said.
