How to File a Complaint Against Govt Institutions: Wafaqi Mohtasib Guide 2026

Complaints Against Govt Institutions

For the redressal of complaints against government institutions, visit the official website of the Wafaqi Mohtasib (Federal Ombudsman), mohtasib.gov.pk. Its purpose is to address maladministration in government agencies and redress the grievances of the people. Through this platform, citizens can register their complaints online, and each complaint is examined after due investigation.

Complaints found valid are redressed promptly. If wrongdoing is proven, the accused can be punished according to the law — the aim is to establish peace and order in society and to remove injustice or abuse of any citizen by government functionaries. If you have a problem with any government agency or officer, you can register your complaint immediately.

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How To Complain Against Govt Institutions

An online complaint form has been provided for filing complaints against government institutions. Through this, you can register your complaints in detail. You must have a valid National Identity Card number to register complaints. No fee has been prescribed for registering complaints online. Both men and women can register their complaints through it and solve the problems related to their government institutions. 

Enter all the details related to your issue in the complaint form and submit it after checking the details. Your complaint will be investigated and, if found valid, sent to the concerned agency. The agency is obliged to resolve your complaint within 30 days. If it does not, the complaint is automatically transferred to the Wafaqi Mohtasib Secretariat’s complaint system (CMIS) for investigation — you do not need to re-file.

File online through the ‘Online Complaint’ module on the official website mohtasib.gov.pk, or through the Wafaqi Mohtasib (CMIS) mobile app. You will verify your identity through a one-time password (OTP) before registering the complaint. Complaints can also be written on simple plain paper. No fee is charged and no lawyer is needed. For help, call the Wafaqi Mohtasib helpline 1055 (9:00 AM–10:00 PM).

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سرکاری اداروں کے خلاف شکایت کیسے کی جائے۔

سرکاری اداروں کے خلاف شکایات درج کرانے کے لیے ایک آن لائن شکایت فارم فراہم کیا گیا ہے۔ جس کے ذریعے آپ اپنی شکایات کا تفصیلی اندراج کر سکتے ہیں۔ شکایات کے اندراج کے لیے آپ کے پاس ایک درست قومی شناختی کارڈ نمبر ہونا ضروری ہے۔ آن لائن شکایات کے اندراج کے لیے کوئی فیس مقرر نہیں کی گئی ہے۔ مرد اور خواتین دونوں اس کے ذریعے اپنی شکایات درج کروا سکتے ہیں اور اپنے سرکاری اداروں سے متعلق مسائل حل کر سکتے ہیں۔

آپ شکایت فارم میں اپنے مسئلے سے متعلق تمام تفصیلات درج کریں گے۔ تفصیلات پر غور کرنے کے بعد پیش کریں گے۔ آپ کی شکایات کی چھان بین کی جائے گی اور اگر درست پائی گئی تو متعلقہ ادارے کو بھیجی جائے گی۔ یہ ادارہ آپ کی شکایات کو 30 دنوں کے اندر حل کرنے کا پابند ہوگا۔

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Online Complaints Form

To register a complaint online, fill out the complaint form on the Federal Ombudsman’s website. In the form, enter your name, your father’s or husband’s name, your full address, your phone number, your CNIC number, your email address, and the reference of the concerned institution. After entering all the details, check them for accuracy. Read the declaration carefully before submitting the form. After entering the security code, click the submit button.

After filing your complaint, it will be sent to the concerned institution for verification. You will be informed about the action steps taken on your complaint through SMS on the phone number provided by you. Redressal will be done after verification of accuracy. The institution will be obliged to resolve your complaints within one month. The Wafaqi Mohtasib decides every complaint within 60 days.

Complaints about BISP specifically: first raise the issue with the concerned BISP office / helpline 0800-26477; if unresolved in 30 days, escalate to the Wafaqi Mohtasib through the channels above.

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آن لائن شکایات کا فارم

Objectives And Aims

This institution aims to establish a fair and honest society. To maintain transparency in the country and redress the grievances of the people impartially. Through this, the grievances of the people will be addressed confidentially. Immediate steps will be taken for the redressal of complaints. People don’t have to pay any fee to get their problems solved. The grievances of the people are redressed in a better way through this institution. Every case will be dealt with as soon as possible on a transparent basis. During the investigation of complaints, legal action will be taken if maladministration of the concerned government institution has been proven.

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 Relief is provided to the people of the concerned institution as per the rules. If the fault of the institution is proven, then punishment will be given according to the law. The complainant and the representative of the concerned institution will be informed about each other’s problems by sitting face-to-face or through telephone communication. After satisfying them, their complaints will be removed.

Final Words: Redressal of Complaints Against Govt Institutions

The Wafaqi Mohtasib’s complaint system remains a vital channel for transparency and accountability in Pakistan. Citizens can file complaints through digital and offline platforms, ensuring their voices are heard. With the concerned agency required to respond within 30 days and every complaint decided within 60 days, the process is built for timely resolution. It is a practical way to hold public institutions answerable and build a more responsive, citizen-centric governance system.

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