Forwarding statement

Dear concerned,
Reference to citizen complaint details, Please look into this complaint for further necessary action.
Thank you.

Dear concerned,
Reference to citizen complaint details, please check passport shipment status and share passport
dispatch detail with applicant. Thank you.

Dear concerned,
Tracking ID: 13161117184
Reference to citizen complaint details, as per MRP tracking record the passport has been dispatched,
please look into the complaint for further necessary action. Thank you.

Dear Citizen, Sorry for Inconvenience, It is to inform you that Passport printing process has resumed at
its full swing after a temporary delay due to unforeseen situation.
Now Passports are getting printed, Your Passport will also be printed in next coming days in routine
manner, you are requested to please wait. Your patience and cooperation in this regard will highly be
appreciated. Thank you for using Pakistan Citizen Portal.

Relief Granted:

Dear Citizen, Your passport is already printed and dispatched vide box id 2344 on 10 Jan 2024, you may
collect your passport from concerned office. Thank you for using Pakistan Citizen Portal.

Unclear Content

Dear Citizen,
We have received your complaint/suggestion which is incomplete. You are requested to kindly provide
your CNIC/NICOP Number/Passport Token number within 48 hours for further necessary action. Failing
which your complaint will automatically be closed/resolved. Thank you for your valuable
comments/suggestions.
Regards

Dear Citizen, we have received your complaint/suggestion which is incomplete. You are requested to
kindly explain your complaint with complete information (attach all relevant
documents/evidence/Tracking ID/CNIC ) in 48 hours for further necessary action. Failing which your
complaint will automatically be closed/resolved. Thank you for your valuable comments/suggestions.

‫ تجویز موصول ہوئی ہے جو نامکمل ہے۔ آپ سے گذارش ہے کہ مزید ضروری کارروائی‬/‫ ہمیں آپ کی شکایت‬، ‫پیارے شہری‬
‫ٹریکنگ آئی ڈی‬/ ‫ ثبوت‬/ ‫ گھنٹوں میں مکمل معلومات (تمام متعلقہ دستاویزات‬48 ‫کے لیے‬
‫ حل ہوجائے گی۔ آپ‬/‫قومی شناختی کارڈ نمبر کے ساتھ اپنی شکایت کی وضاحت کریں۔ بصورت دیگر آپ کی شکایت خود بخود بند‬
‫ مشوروں کے لئے آپ کا شکریہ۔‬/‫کے قیمتی تبصروں‬/

VISA

Dear Sir,
Reference to citizen complaint details instant complaint pertains to VISA section of MOI, forwarded for
further necessary action please. Thanks

Foreign Office

Dear concerned,
Reference to citizen complaint details matter pertains to your good office. Please look into this
complaint for further necessary action. Thank you.

FMB

Dear concerned,
Reference to the Citizen complaint, please coordinate with mission concerned for status of passport
application / inquiry and intimate citizen about the status accordingly. Thank you.

Drop Review
Dear concerned, citizen has requested to review his/her complaint as this complaint was dropped earlier
from your respective dashboard. Please review this complaint as per user guideline manual and take
necessary action as per policy/procedures. Thanks

UK RED LIST

Dear sir, the complaint relates to lifting of COVID-19 restrictions imposed by UK authorities as such the
same is forwarded for onward transmission to concerned quarter for taking necessary action. Regards

Dear Sir/Madam,
Since the matter pertains to your organization, you are therefore requested to look into the matter and take further
necessary action in this regard, please.
Thank You

PMDU

Dear PMDU team,

This instant complaint does not pertain to IMPASS, please forward it to the concerned. Thank you

FIA

Dear Concerned,

Reference to complaint details this instant complaint pertains to FIA. Please look into this complaint for
further necessary action. Thank you

Corruption/Malpractice category

Dear Citizen, your complaint was previously dropped because it was launched in wrong category i.e.
general complaint. As per PMDU User Gridlines Manual all complaints of such nature should be
launched under Corruption/Malpractice category. Therefore the instant complaint is being dropped
because you selected the wrong category for your complaint. You are requested to re-launch the
complaint in specific category Corruption/Malpractice. Thank you
COLLECTION

Dear Citizen,
Tracking ID: 14461316920
Reference to your complaint on citizen portal, it is to inform that your passport under tracking ID noted
above has dispatched to concerned office , Please contact concerned office after 3-4 days transit time
for collection, regretted for inconvenience you faced. This office sending back the complaint for update
from you accordingly within 48 hours, failing which your complaint will automatically be
closed/resolved. Thank you for your valuable comments/suggestions.
Regards
Dear Citizen,
Tracking ID: 12091208865
Reference to your complaint on citizen portal, it is to inform that your passport under tracking ID noted
above has been dispatched to concerned office Vide box Id 0775 Dated 15-Dec-2023, Please contact
concerned office for collection, regretted for inconvenience you faced.
Thanks

Closing compliant without Acknowledgment on laps of time

Dear Citizen,

This office has informed you about shipment detail of your passport with request to acknowledge from
your side which is still awaited after laps of 48hours, Therefore your complaint is being closed, However
you can launch a fresh complaint with complete details and required documents in attachment if any.
Thank you for using Pakistan Citizen Portal. Regards

Acknowledge

Dear Citizen,
Reference your comments dated 29/08/2023, As you have acknowledged that the issue has resolved
therefore your complaint is being closed, However you can launch a fresh complaint with complete
details and required documents in attachment if any.
Thank you for using Pakistan Citizen Portal. Regards

Dear concerned,

The instant complaint was previously dropped as requested by citizen however the complaint is now
reopened for review. Refer to citizen complaint details. Please look into this complaint for further
necessary action. Thank you.

Unclear complain

Dear Citizen,
Thank you for contacting this Directorate. Please share your passport application tracking ID and CNIC
number within 48 hours, so that matter can be inquired, otherwise your complaint will be closed. Thank
you for using Pakistan Citizen Portal. Regards

Dear Citizen, Sorry for inconvenience caused, due to increase in number of applications applied online,
there is some delay in processing of applications received online. Your passport application vide tracking
ID 99991543154 and 99991517923 is processed by Online Passport Section and the passport is printed
and shipped. The shipment details are, Box ID 6609 and 7270 dated 25 and 26-08-2020. The passports
printed are handed over to DHL for onward delivery, you are expected to get your passport soon. In case
of any issues with DHL you may contact on email: [email protected]. Your DHL waybill no are as
under, 99991543154 Waybill: 1743636786 99991517923 Waybill: 7735382885 Thank you for using
Pakistan Citizen's Portal.

Dear concerned, citizen has requested to review his complaint as this complaint was earlier drooped
from your respective dashboard. Please review this complain and take necessary action accordingly.
Thanks

Dear concerned, this complaint is reopened for review by PM office please look into this complaint in
the light of existing passport policy regarding profession modification cases. Thank you.

Dear citizen, your passport was printed and shipped by box ID 5247 dated 31.01.2020 DHL to Saudi
Arabia Jeddah where u applied, if u want to receive your passport in Pakistan you visit your concerned
MRP office in Mandi Bahauddin and ask to bring your passport from Jeddah to Mandi Bahauddin. Thank
you for using Pakistan Citizen Portal.

Dear Citizen Please accept our apologies for the delay caused in passport process. I am pleased to
inform you that your passport application has printed and packed today with box id 3823 . It will be
handed over to DHL for on-word delivery to your address. Hopefully you will receive your new passport
in few days Please do let us know in case of any issue. Thank you for using PMDU.

Dear Citizen,

Sorry for inconvenience caused, due to increase in number of applications applied online, there is some
delay in processing of applications received online. Your passport application vide tracking ID
99991554939 Box ID 6442 dated 17-09-2020 Waybill: 5552849676, ID 999915549221 Box ID 6442 dated
17-09-2020 Waybill: 5552849665, and ID 99991568081 Box ID 6291 dated 17-19-2020 Waybill:
5552849212, is processed by Online Passport Section and the passport is printed and shipped. The
passports printed are handed over to DHL for onward delivery, you are expected to get your passport
soon. In case of any issues with DHL you may contact on email: [email protected]. Thank you for
using Pakistan Citizen's Portal.

Fee Refund

Dear citizen,

Sorry for inconvenience caused, your passport applied online was dispatched via DHL Waybill No.
9928659554 Dated 02-09-2020 and delivered on 20.09.2020. mean while you have applied another
passport by visiting regional passport office on 07-09-2020 as the passport fee in submitted in National
Bank of Pakistan and they have conveyed that fee can only be refunded on same day and later on
deposited to Govt. treasury. The fee deposited cannot be refunded however you can utilize same next
time by visiting concerned office for renewal. The same is being conveyed to concerned zonal head for
intimation to concerned office and necessary action at their end.

Dear citizen, your feedback is valuable for us, however there is no sporting evidence attached with your
instant complaint. Therefore we once again request you to provide specific details related to the
complaint so that we may be able to proceed further on the mater. We assure u that appropriate action
as per rules will be initiated against anyone found guilty. Please provide relevant information within 48
hours, otherwise your complaint will be close. Thanking for using Pakistan Citizen Portal. Regards

Dear citizen,

Sorry for inconvenience, as per passport policy for process of passport or renewal of expired passport
CNIC (original) is mandatory requirement, you are therefore requested to please provide the original
CNIC so that your passport renewal application is process. Thank you for using Pakistan Citizen Porta

Dear Citizen,

Sorry for inconvenience, your passport application vide tracking ID 60101138108 is processed by
Passport Section and the passport is printed and shipped. The shipment details are, Box ID 1896 dated
23-10-2020. The passports printed are handed over to DHL for onward delivery, you are expected to get
your passport soon. The matter of online tracking system is forwarded to concerned section. Thank you
for using Pakistan Citizen's Portal.

Dear citizen,

Reference to your complaint details, Call center is fully functional from 9am to 5pm except public
holidays as per Pakistan standard time, after 5pm the calls are only handled on IVR, however you are
requested to please mention your call time and date to inquire the matter, for further necessary action.
Please provide your information within 48 hrs. Thank you.

Guards Statement

Dear citizen, it is to inform you, that a private Security Company was selected by DGIP through an open
competitive tendering process in 2018. Your Services were hired by that company. As the said company
is no more providing services to DGIP, you are requested to approach your employer for the purpose.
Thank you for using Pakistan Citizen's Portal.

E-Passport (1)

Dear Citizen,

Sorry for inconvenience, It is to inform you that this Directorate is fully aware of technology change and
need of E-Passport to uplift the worth and dignity of Pakistan's Passports. In accordance we are
committed to launch E-Passport for our valuable citizen. E-Passport project is in its final stages and
machines are installed, but due to some security features and design changes requirement as per ICAO
standard, launching of E-passport has delayed. This Directorate is striving hard to fix these issue and
upon completion of all codal formalities and approval. E-Passports will be launched soon. Your patience
in this regard will highly be appreciated. Thank you for using Pakistan Citizen Portal.
E-Passport (2)

Respected Citizen, Directorate General Immigration and Passports is striving hard for public facilitation
through launching of initiatives for public convenience and ease. It is to inform you that considering the
technology advancement DGIP is working on E-Passport Project to uplift the worth and dignity of
Pakistan's Passports.

In accordance we are committed to launch E-Passport for our valuable citizen. E-Passport project is in its
final stages and machines are installed, due to some technical issue with vendor the project was
delayed, however, the issues have been resolved and the E-Passport will be launched in 2022. Your
patience in this regard will highly be appreciated. Thank you for using Pakistan Citizen Portal.

PMDU

Dear concerned,

Reference to citizen complaint details, Mater does not pertain to Immigration and Passport office.
Please forward this complaint to concerned department accordingly. Thank you.

Foreign Mission B (Facial Issue)

Dear Concerned,

Please coordinate with concerned mission as passport is blocked in facial. Letter or email may be shared
with facial desk for further necessary action. Thanks

Normal to Urgent (due to emergency)

Dear Concerned, due to emergency citizen is seeking help for urgent delivery of the Passport. Please do
the needful for the facilitation of the citizen. Thanks.

Office Token Timings

Dear Citizen, sorry for the inconvenience you faced while visiting Passport Office. It is pertinent to
mentioned that office timings for issuance of tokens is 2 pm on normal days and 12:30 pm on Fridays.
So, till 2 pm our offices issue tokens. After token issuance, bio metric, data entry and verification stages
come which also take time due to large no of applicants. In order to complete the next steps till 5 pm.
Our Offices are compelled to stop issuance of token at 2 pm. If they issue token till 5 pm then long
queues can cause further delay to complete the next stages for all applicants. Inconvenience is
regretted. Thank you for using Pakistan Citizen Portal.

.....................................................................................

Eitmaad Center

Dear concerned , as per passport policy Government servants are required to produce NOC from their
respective departments however, in this complaint citizen asking about whether NOC is required for
VISA stamp from Etimad center for travel to KSA. Kindly guide citizen accordingly.

Dear Concerned,
As discussed, the instant complaint is forwarded to your section to take up the matter with concerned
MRP section at foreign mission to address citizen issue. Thanks

CLOSING AFTER 48 HOURS:

Dear Citizen

Sorry for inconvenience, you were required your passport application tracking ID/CNIC Number multiple
times but have not shared any actionable feedback after lapse of 48 hours, hence your complaint is
being closed. However you can launch a fresh complaint with complete details and required documents
in attachment if any. Thank you for using Pakistan Citizen Portal. Regards

Dear Citizen!

Sorry for inconvenience, we have tried to contact you on your provided contact details, however contact
could not be established and as you have also not shared any actionable feedback after lapse of 48
hours, hence your complaint is being closed. But you can launch a new complaint with complete details
and required documents in attachment if any. Thank you for using Pakistan Citizen’s Portal. Regards

Surrender card (NADRA)

Dear concerned,

Reference to citizen complaint details his previous passport is not active in record with remarks "
surrender card and informed by NADRA 27072 (record)”. However, citizen has now approached to
renew his passport and he is holding CNIC with same number. Please look into this complaint at your
end or take-up with NADRA for further necessary action. Thank you.

Call Center

Respected Citizen,

Passports Helpline is fully operational; you can call on helpline 0092-51-111-344-777 (For international
user) and 051-111-344-777 (For national users) from 8am to 4pm (Monday to Friday) according to
Pakistan standard time. However, at times due to number of calls parked received during working hours
some calls are parked in queue and do not go through to the operators. Inconvenience caused is
regretted, please.

Regarding your issue pertaining to Online Passport application, same is being forwarded to the
concerned section for necessary action. Thank you for using Pakistan Citizen Portal. Regards

Call Centre

Respected Citizen,

Passports Helpline is fully operational and as such there is no such technical issue reported, however
you are requested to kindly share screen shots that when and what time you called at helpline so that
the matter can be inquired. You are requested to kindly share requisite information within 48 hours for
further necessary action. Failing which your complaint will automatically be closed/resolved. Thank you
for your valuable comments/suggestions.

Dear Citizen,
Sorry for inconvenience as per record your passport vide tracking ID 14401525673 was shipped on 05th
Feb, 2022 vide box ID 1980. You are requested to collect your passport of concerned Regional Passport
office. Thank you for using for Pakistan Citizen Portal.

Reopen complaint

Dear Citizen,

Your instant complaint is reopen for quality check on the direction of PM's office as you have posted
negative feedback on your complaint resolution. Your complaint is reviewed and found in line of PMDU
user guideline. The remarks of your feedback are positive however you have selected the option of "NO"
is satisfaction category. You are requested to kindly update your feedback accordingly. Thanks for using
Pakistan Citizen Portal.

Distribution

Dear concerned,

Reference to citizen complaint details applicant has applied vide tracking ID 9999193495 which has been
printed and shipped vide box number 6303 dated 11 th Sep, 2022 from production in tracking record.
However, citizen is not received his passport yet. Please look into this complaint for further necessary
action. Thank you.

Dear Citizen

Thank for your valuable suggestion, it is to inform you that as per sending instruction as cash handling is
not allowed in passport offices. However, for the conveniences of general public immigration and
passport office is working on a project for online payment for passport fee through one link. By this
facility applicant will be able to submit their passport fee from any bank branch or account. This will
surely help to reduce citizen’s inconveniences as currently they have to submit their fee only in National
Bank designated branches. The project is in final stage and will be launch soon. Your patients in this
regards will be highly appreciated. Thank you for using Pakistan Citizen Portal.

Dear Citizen! Sorry for inconvenience, we have tried to contact you on your provided contact details,
however contact could not be established and as you have also not shared any actionable feedback after
lapse of 48 hours, hence your complaint is being closed. But you can launch a new complaint with
complete details and required documents in attachment if any. Thank you for using Pakistan Citizen’s
Portal. Regards

Facial Javed

Respected Citizen, Your passport application vide tracking ID 26401025998 is cleared by Facial Desk and
application is forwarded to the Production facility for printing of passport bearing number FK1812512.
The said passport category is normal which will be printed in due time and afterwards the passport will
be shipped to the concerned office for onward delivery. You are requested to kindly visit the Pahic
Pretoria for passport collection accordingly. The instant complaint is being closed. Thank you for using
Pakistan Citizen's Portal.

Dear concerned,
Reference to citizen complaint details, the case has been abandoned vide token ID 99992207552, now
you may intimate to citizen for further processing. Thank you.

Respected Citizen,

Sorry for inconvenience, your passport application vide tracking ID 11971384587 has been printed and
shipped to concerned office vide box ID 9390 dated 06-03-2023. You are requested to kindly visit the
concerned passport office for passport collection accordingly. The instant complaint is being closed.
Thank you for using Pakistan Citizen's Portal.

Call Center Timing

Respected Citizen,

Passports Helpline is fully operational; you can call on helpline 0092-51-111-344-777 (For international
user) and 051-111-344-777 (For national users) from 07:30am to 03:30pm (Monday to Friday) according
to Pakistani standard time. However, at times due to number of calls parked received during working
hours some calls are parked in queue and do not go through to the operators. Inconvenience caused is
regretted, please.

Respected Citizen,
Sorry for inconvenience, Passports Helpline is not operational/down due to some technical reason;
technical team is working on it for resolution. Hope it will be resolved soon. After resubmission of
service you can call on helpline 0092-51-111-344-777 (For international user) and 051-111-344-777 (For
national users) from 8am to 4pm (Monday to Friday) according to Pakistan standard time.
Inconvenience caused is regretted again, please.

Reopened

Dear Citizen

Your instant complaint was reopened on the basis of your negative feedback. However after lapse of 48
hour you have not share any actionable information therefore, your complaint is closed again in the
same category with the assumption that you complaint is resolved. Thanking for using Pakistan Citizen
Portal.

e-Payment (1-Link)

Respected Citizen, Mobile & Web Apps (“Passport Fee Asaan” ) is in trail phase, it is already mentioned
on website on given link i.e . https://dgip.gov.pk/eServices/. Initially this service is available at
Islamabad, Rawalpindi & Lahore to generate PSIDs notifying, applicants via SMS/ email. Passport seeker,
using his/ her accounts/IBFT, 1BILL, POC(OTC), Internet Banking, ATM, easy Paisa, Jazz Cash or 1Link
Member branches including National Bank of Pakistan, will be able to pay passport fee under this PSID.
Again user will be notified with SMS for payment acknowledgement at his/ her handset. However, in
2nd phase it will be start in other big cities and in 3rd phase it will be start in whole Pakistan. Thank you
for using Pakistan Citizen's Portal.

e-Payment (1-Link)
Respected Citizen, Sorry for inconvenience, e-Payment system is fully operational. However due to
power failure at Passport Head Quarter, Islamabad the API service was temporary down on Friday dated
14-10-2022 for which we are extremely sorry. Now the e-Payment system is fully functional and you can
process your all three passport applications. Inconvenience caused is regretted again, please. Thank you
for using Pakistan Citizen's Portal.

Respected Citizen, Sorry for inconvenience, e-Payment system is fully operational in all RPO's except
EPO's, as list does not contain Executive Passport Office Site name in Passport Fee Asaan Application.
According to Passport Rules, 2021, para 10 under sub para (2), fee once deposit shall not be refundable.
The same is also mentioned on website https://dgip.gov.pk/eServices/. However, the same fee may be
utilized by the applicant him/herself for subsequent passport facility, subject to verification of amount
from bank scroll or treasury. Inconvenience caused is regretted again, please. Thank you for using
Pakistan Citizen's Portal.

Respected Citizen,

Sorry for inconvenience, As per Passport Rules, 2021, para 10 under sub para (2), fee once deposit shall
not be refundable nor transferable. The same is also mentioned on website
https://dgip.gov.pk/eServices/. However, the same fee may be utilized by the applicant him/herself for
subsequent passport facility, subject to verification of amount from bank scroll or treasury.
Inconvenience caused is regretted again, please. Thank you for using Pakistan Citizen's Portal.

Respected Citizen,

Sorry for inconvenience, e-Payment system is fully operational. However your concerned bank i.e
(Meezan Bank) did not send the amount Rs. 4500 against PSID 11062301152000322 to 1link due to
which your payment status is still unpaid. Now you are requested to contact your concerned bank for
refund of amount. Inconvenience caused is regretted again, please. Thank you for using Pakistan
Citizen's Portal.

Dear applicant

Your payment has been received against PSID 11062303034002892 Rs. 4,500 CNIC # 4210170219235
(Saqib Ahmed Lodhi), now you may visit your concerned passport office along with relevant documents
for further processing.

Respected Citizen,

e-Payment system i.e “Passport Fee Asaan” is fully operational. Passport seeker, using his/ her
accounts/IBFT, 1BILL, POC(OTC), Internet Banking, ATM, easy Paisa, Jazz Cash or 1Link Member branches
including National Bank of Pakistan, will be able to pay passport fee under this PSID. Again user will be
notified with SMS for payment acknowledgement at his/ her handset. However, in 2nd phase it will be
start in other big cities and in 3rd phase it will be start in whole Pakistan. Thank you for using Pakistan
Citizen's Portal.

Dear citizen, your feedback is valuable for us; we have noted your suggestion for next version. Thanking
for using Pakistan Citizen Portal. Regards

Respected Citizen,

Passports Helpline is fully operational; you can call on helpline 0092-51-111-344-777 (For international
user) and 051-111-344-777 (For national users) from 07:30am to 1:00pm (Monday to Thursday) and
07:30am to 12:00pm (Friday) in Ramazan according to Pakistani standard time. However, at times due to
number of calls parked received during working hours some calls are parked in queue and do not go
through to the operators. Inconvenience caused is regretted, please.

Dear Citizen

We are sorry for inconvenience, but we regret to inform that required information cannot be provided
to you as per privacy and secrecy of individual citizen. However, you can visit any nearest passport office
along with your identity documents. Concerned office will let you know about required information after
verifying your identity. Thank you for using Pakistan Citizen Portal.

Dear Citizen

We are sorry for inconvenience, but as you have not shared any actionable information against any
individual therefore, we cannot take any direct action against any office staff. However, on your
complaint the concerned officer incharge have been directed to take strict action against agents and
touts mafia in calibration with local administration. We are thankful to you for highlighting your
concerned. Thank you for using Pakistan Citizen Portal.

CASE APPROVED LEFT TIME

Dear concerned,
Tracking ID.99992336428
Reference to citizen complaint details, It is to inform that your passport application under tracking noted
above Normal category has been approved on 30/August/2023, The Passport delivery time for normal
category is 15 working days after approval, your passport will be printed and dispatched accordingly.
This office sending back the complaint for feedback from you within 48 hours, failing which your
complaint will automatically be closed/resolved. Thank you for your valuable comments/suggestions.
Regards

Passport Detail on the behalf of Citizen

Dear concerned,

Reference to citizen complaint details, It is observed that the complainant and the citizen whose
passport detail required is different. As per SOP the citizen detail cannot be disclose to unknown person
without any authentication. It is therefore you are requested to upload/share a written application
signed and thumb by concerned citizen as per his/her CNIC/NICOP record.

Thank you for using Pakistan Citizen's Portal. Regards

Reply Passport Detail

Respected Citizen,

Reference you request for provision of your passport detail to reprocess through DGIP online portal as
passport you have declared lost. Please note mentioned below detail against your provided CNIC/NICOP
No. as desired.

CNIC/NICOP No.
Name.
Passport No.
Issue Date:
Expiry Date.

The complaint is sending back the complaint for feedback from you within 48 hours, failing which your
complaint will automatically be closed/resolved.
Thank you for using Pakistan Citizen's Portal.
Regards

NO DELIVERY ACKNOWLEDGMENT RECIEVED

Dear Concerned,

TID: 10213737614 / 10213737676

Passport processed from RPO/EPO/PPC Garden Town, Lahore which dispatched for delivery to the
concerned office, Kindly confirm availability of passport(s) for onward delivery and detail may please be
shared with applicant accordingly.

Thank you.