ON Jan 21, I lodged a complaint (No. KP210121-87871970) with the Citizen Portal in connection with an examination-related matter against the University of Swabi. Despite the passage of so many days, there has been no resolution of the matter even though it was mentioned in the complaint that it was a time-sensitive matter.

What is more concerning is that despite being provided with my contact details, no one has neither reached out to me and no contact number has been provided to me to get an update, if any. The only thing I heard through the Citizen Portal was that my complaint had been forwarded to the controller of examinations. Much to my dismay, the controller, too, has not bothered to contact me to resolve the matter.

I have now no doubt that they will post a self-engineered reply against the complaint very soon and close the case, thereby leaving the matter unresolved.

I implore the authorities concerned to take a swift action so this time-sensitive matter can be resolved and my academic loss is prevented. Besides, I propose that the Citizen Portal should direct all departments against whom complaints are lodged to contact the complainant or call them to their offices in order to listen to them personally.

Once the matter is truly resolved, a proper statement in writing may be recorded as proof from the complainant for submission to the Citizen Portal. This will improve transparency and effectiveness of the portal.

Numan Bacha
Swabi

Published in Dawn, February 19th, 2021