Service Name

Public Grievances Redressal System

Service Abbreviation

GRS

Service Short Description

Grievance Redressal Mechanism

 The Government of Khyber Pakhtunkhwa want to interact with the people of the province to eliminate corruption injustice, inequality and anti social elements. In this regard the Government of Khyber Pakhtunkhwa has established GRS cell through which a common people will be able to register his complains/grievances & suggestion so that we can solve your problem with your help & support. Through this system all complaints will be recorded and forwarded to the concerned provincial department and compliance report will be given to the Secretary of the department (or further up if required) within specified number days of its receipt after verification. The citizens/complainants would be regularly updated on the work in progress on his/her complaint to call or SMS until redressal/closure.

Service Audience(category)

Visitor, business, citizen, government

For all Citizens, Business Communities, And Government Employees,

Anything specific about service audience

No Restriction & age Limitation for citizens you may complaint any time on any matter for the betterment of system.

Service Qualification Criteria

Citizen of KP,PATA, FATA, Valid C.N.I.C holder, Passport holder, Form B,

Service Given By

 ( Department  > Section)

Department of ST & IT, Directorate of Information Technology Khyber Pakhtunkhwa

Related Government Entities (If any)

In first phase the said service has been implemented in Elementary & Secondary Education KP. In second phase the system would be extended to other Government Departments.

Sponsorship

Funded by Provincial Government Khyber Pakhtunkhwa.

Service Priority (Low Average Medium High)

Normal Complaint would be resolved in 20 days and Complex Complaint will be in maximum 90 days.

Service Request Monthly

Summary of Citizens Complaints Received & Resolved

Citizen’s 4278 various kinds of Complaints registered on GRS system so far. And 2305 compliant resolved so far.

Complaints Statistics

Registered Complaints         4278

Open Complaints                      72

In progress Complaints          183

Resolved Complaints            2305

Archived Complaints                18

CM Archived Complaints     1511

Red Complaints                       174

Escalated Complaints               67

Service Detail Step Wise Description

1.    Go to submit GRS link and create new complaint fill the GRS form mention personal detail & complaint detail and submit it. You would received an e-mail containing Tracking Number.

2.    Go to track GRS link and use tracking number here to track Complaint progress. 

3.    Complaint can be registered by different Channel via Phone, mobile Toll Free number 8889 via SMS write kpgrs & send to 8889 and follow further instruction.

4.    You can also suggestion regarding GRS system so that we can improve the service. We will be appreciated your suggestion.

Any Other information of this Service.

Any other information which you know

Service Flowchart

Focal Person

 Waqar Ullah Khan (PIO)

Web Link

http://203.215.166.82/