The Pakistan Citizens’ Portal has remained largely inaccessible for over two months due to what officials describe as “necessary maintenance,” causing widespread frustration among citizens who rely on the platform to file complaints and track progress.
Several users, including long-time portal user Meraj Khalid, said they have been unable to open the app since May. “Every time I try, it tells me the system is under maintenance. I don’t know whether it’s being upgraded or shut down,” he said.
The portal, launched during former Prime Minister Imran Khan’s tenure, was designed to serve as a direct link between citizens and government departments, including overseas Pakistanis. It allowed users to lodge complaints, track responses, and receive updates in real time without needing intermediaries or physical visits.
Muhammad Asif, another user, said he could no longer track his complaint. “Without the app, I can’t even see my tracking ID. I tried emailing for help, but that didn’t work either,” he added.
A representative from the portal’s helpline (051-9000111) confirmed to this correspondent that the system was undergoing an upgrade. “Some users can still access it, but many are facing issues. The portal is not closed, just under maintenance,” the official said.
The representative added that full functionality may be restored within a week or slightly longer. However, when asked how users can check their complaint status without access to their tracking ID, she acknowledged it was a problem and advised them to wait until the update is complete.
The Prime Minister’s Performance Delivery Unit (PMDU), which manages the platform, has not issued an official statement addressing the extended outage or providing a specific recovery timeline.