Over 12,147 Complaints Of Passport Applicants Resolved In Last One Year

ISLAMABAD, (UrduPoint / Pakistan Point News - 15th Apr, 2018 ) :The Customer Feedback Management Programme (CFMP) of the department of Immigration and Passports has resolved over 12,147 complaints of passport applicants in a period of last one year.

According to official document, over 800 complaints were received from regional passport offices in last one year and all were resolved on priority bassi. The department has also lauched SMS based Passport Delivery notification services to intimate the passport applicants about the status of their passport from concerned Passport office.

As many as 250,000 SMS were received from general public. 18,000 to 25,000 replies have been received per month from the concerned officers. Around 400 calls were being received daily through toll free no 0800-34477 which are being resolved on the spot.

Recently call centre helplines have been increased from 2 lines to 5 lines with call queu system and automated voice response. Interactive Voice Response (IVR) based helpline 9988 have also been launched for general public in six languages.

A helpline with three toll free numbers has been established in headquarters to provide updated information to the applicants and receiving their complaints. Facilitation Desk has also been established in headquarters and information desks at all major regional Passport Offices across the country.This facility would be expanded to all Regional Passport Offices as soon as possible.