APROPOS the letter ‘Citizens’ portal’ (Feb 19). I think the idea is excellent but with the passage of time culprits against whose inefficiency the complaint is made have learnt the trick to resolve it on paper and thus make a completion report. The problem is solved in theory but practically nothing is done.

The solution seems to be an implementation cell empowered to take disciplinary action against false completion reports.

Secondly, complaints should be handled by an officer of at least DG level who should satisfy himself before reporting “problem resolved”. I agree that there is a tendency to pass the buck on but something needs to be done to curb this.

A senior citizen
Islamabad

Published in Dawn, February 22nd, 2019