ISLAMABAD: The National Database and Registration Authority (NADRA) has launched its new “e-Katchery” initiative to resolve citizens’ complaints online. This initiative allows people to connect directly with officials and address their concerns from the comfort of their homes.
Enhancing Transparency and Accessibility
According to a NADRA spokesperson, the initiative enhances transparency and convenience by offering citizens a direct online platform to raise concerns. It eliminates the need to visit regional offices, ensuring easier access to public services across Pakistan.
Real-Time Complaint Resolution
Through the e-Katchery, citizens can report issues such as identity card delays, registration problems, or verification errors. Complaints will be resolved in real time during live sessions or referred promptly to relevant departments for follow-up.
Chairman Highlights Digital Transformation Goals
Chairman NADRA Muhammad Khalid Latif said the program reflects NADRA’s digital transformation agenda focused on accountability and faster service delivery. He added that online sessions will be held regularly to ensure quick complaint resolution and consistent engagement with citizens.
Multiple Access Platforms for Citizens
People can join e-Katchery sessions via NADRA’s social media pages, official website, or call-in numbers. The system is integrated with the Centralised Complaint Management System (CCMS) to ensure efficient tracking and timely resolution of all cases.
Part of Broader Digitisation Drive
The e-Katchery builds on NADRA’s digital efforts, including the Pak-ID mobile app, online appointment scheduling, and a 24/7 helpline for local and overseas Pakistanis. Officials believe the platform will strengthen public trust and advance Pakistan’s shift toward e-governance.
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