Khyber Pakhtunkhwa (KP) Chief Minister Mohammad Sohail Afridi on Thursday warned that officials who delayed action on public complaints will face accountability, saying negligence in service delivery would no longer be tolerated. He stressed that prompt complaint resolution was a top priority and aligned with the provincial government’s “Awam ka Ehsaas” vision.
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Speaking at an event held at the Chief Minister’s House in Peshawar, Afridi announced reforms aimed at strengthening the Pakistan Citizen Portal to ensure faster and more transparent redressal of grievances. He said he would personally monitor the portal to track performance and ensure officials respond to citizens in a timely manner.
The chief minister encouraged residents, including overseas Pakistanis, to use the portal without hesitation, while noting that new facilities would support citizens in remote areas and those facing digital access barriers. Under the reforms, 2,354 dashboards have been set up across all districts to allow manual registration of complaints for those lacking internet access.
Afridi cautioned that if a matter capable of resolution within one or two days takes a week, it would be deemed negligence. He stressed that responsible officials would be held accountable and that complaint data would form part of an institutional performance review.
He added that various e-governance applications would be integrated into the Citizen Portal to streamline public access and ensure uniform linkages across departments. Online open courts have already started at the chief minister’s secretariat, and all departments have been instructed to conduct similar sessions, with all complaints to be uploaded for monitoring.
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Officials briefed participants on the reform process, saying that more than 700,000 people in the province are registered on the portal, with a public satisfaction rate of 54 per cent — reportedly the highest in the country. They expressed confidence that reforms would further improve outreach, institutional response and satisfaction scores.