ISLAMABAD: On Monday, National Database and Registration Authority (NADRA) introduced the newly updated NADRA Centralized Complaint Management System (NCCMS) to smoothen and centralize its grievance redressal process.
Efficient service delivery to the public by NADRA and registration of related complaints on various platforms, such as Helpline, Twitter, Facebook, Pakistan Citizen Portal Written Requests/Complaints. The ill-equipped mechanism for grievance redressal resulted in delayed and inefficient complaint resolution.
The new NCCMS complaint system is a great improvement towards service delivery and a sophisticated improvisation on the previously dispersed arrangements that lacked a proper mechanism for tracking, categorizing, monitoring and response to complaints.
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According to the government, the new system will enable the NADRA management to manage the queries and complaints of general public seeking NADRA services across the country as well as outside of it.
Tariq Malik, chairman of NADRA, said that he opened up these services and employees’ performance, for the public to measure and define on their own. The new system NCCMS system will increase the legal transparency towards the general public.
“NADRA is the largest public facing organization at national level that incurs a footfall of average 100,000 people daily at its 755 registration centers, 263 Mobile Registration Vans and 10 overseas centers. NADRA’s online Pak-ID services are also serving in more than 190 countries.
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Complaints can be registered by ordinary citizen using any of the following channels and these complaints will then be logged into the NCCMS, for centralized monitoring, action and resolution.
These channels are NADRA helpline 1777 for mobile phone users, 051-111786100 for landline users and international users, email, social media-complaints received by Customer Services Department (CSD), NADRA Twitter and Facebook accounts, and Regional Director Generals (DGs) through social media accounts.
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