The Pakistan Citizen Portal (PCP) serves as the primary integrated system for resolving passport-related grievances. Applicants can use this platform to report processing delays, technical errors, or issues regarding staff conduct. Each complaint filed through the portal is subject to strict monitoring by federal authorities to ensure a resolution within a specified timeframe.
Specialized Technical Support Unit
A dedicated technical support unit has been established to assist applicants facing difficulties with the online Machine Readable Passport (MRP) renewal process. For issues such as payment verification or data entry errors, applicants can contact the technical team directly via email at mrponline@dgip.gov.pk or info@dgip.gov.pk. This unit is specifically tasked with providing rapid solutions for software-related hurdles encountered on the official portal.
Dedicated OCMS for Overseas Pakistanis
The Overseas Pakistanis Foundation (OPF) operates a specialized Online Complaint Management System (OCMS) tailored to the needs of citizens living abroad. This system allows overseas applicants to track and resolve grievances related to passport delays or embassy services. The OPF complaint cell typically aims to provide a final resolution within 20 to 40 working days, depending on the nature of the case.
Digital Tracking and Reference Numbers
The new digital infrastructure provides each applicant with a unique Reference Number upon the submission of a complaint. This allows citizens to track the real-time status of their grievance through mobile applications or web portals without visiting a physical office. This transparency is designed to reduce the time spent on inquiries and improve the overall accountability of the department.
Direct Helpline Access
For applicants who prefer voice communication or lack internet access, the Directorate General of Immigration & Passports provides direct helplines. Citizens can register complaints or seek guidance by calling the toll-free number 0800-34477 or the official landline at +92 (51) 111-344-777. These helplines are active during standard office hours to offer immediate assistance to applicants nationwide.
