NADRA’s complaint management system is working at speed. The authority resolves citizen complaints in an average of 72 hours. The system handles thousands of cases every month across Pakistan.
Strong Performance in May
NADRA recorded strong numbers between May 16 and May 31, 2025. Citizens submitted 36,962 complaints during this 15-day window. Staff processed and closed 33,779 of those cases within the same period. That means NADRA cleared 91.39% of all complaints in just two weeks. The remaining 3,183 complaints are still under active review.
How the System Works
NADRA runs a structured complaint intake process. Citizens submit their issues through official channels. The system logs each complaint and assigns it to the relevant department. Teams then investigate and respond within the 72-hour target. The authority tracks every case until it reaches final resolution.
Why This Matters for Citizens
Millions of Pakistanis depend on NADRA for identity documents, CNICs, and birth certificates. Delays in resolving complaints can block access to essential services. A 91% resolution rate in 15 days shows the system is performing well. Fast turnaround reduces frustration and builds public trust in the authority.
Room for Improvement
Over 3,000 complaints are still pending. NADRA must clear these cases quickly to maintain its performance record. The authority should also publish monthly data to keep citizens informed. Transparency will strengthen confidence in the complaint system.
What Citizens Can Do
Citizens can file complaints directly through NADRA’s official website or helpline. They should keep their complaint reference number for follow-up. If a case exceeds 72 hours, citizens can escalate through NADRA’s feedback portal. The authority encourages all unresolved issues to be reported promptly.