Citizen Charter — Service Standard
Our commitments to every filer. These standards are measured continuously and published on the home page of this site.
Service commitments
| Commitment | Standard |
|---|---|
| Acknowledgement of every complaint | Immediate — reference number and QR receipt issued on submission. |
| First response (triage & routing) | Within 8–48 business hours depending on category. |
| Resolution | Category SLA of 3–15 business days; deadline shown on your ticket. |
| Escalation when overdue | Automatic — Helpdesk → Director/DG → ED → Chairman. |
| Helpline (0800-88866) | Monday–Friday, 9:00–17:00 PKT. Phone filings get the same reference and SLA. |
| Privacy of personal data | CNIC and contact details masked by role; see our Privacy & CNIC handling notice. |
| Right to rate service | Every closed ticket invites a satisfaction rating that feeds published scorecards. |
Not satisfied?
If your ticket is resolved but the issue persists, reject the resolution with a note — the ticket reopens at a higher escalation level. If a deadline has passed without a response, the escalation ladder has already been triggered; you may also call the helpline with your reference number.