Pakistan Citizen's Portal
Prime Minister's Performance Delivery Unit (PMDU)
Last reviewed October 2026
Send a correctionWhat it does
A mobile app and website where people file complaints about government services. The Prime Minister's Performance Delivery Unit sends each complaint to the department concerned and tracks the response.
Why it matters
A complaint identifies the person who made it and is passed between government departments.
Legal basis: none cited by the agency and none found.
On the register because: it holds records on at least a million people or covers the whole country; it holds identity, biometric, health, financial, location or communications data.
How it scores
36.7 out of 100
25.0 to 48.8 if the weights change
The nineteen questions
This record shows what the agency has published. Not found means nothing was found in the places searched on the date checked. It does not mean the safeguard does not exist.
System disclosure
TransparencyDoes the agency say what this system is for and what it is used to decide?
DisclosedShow evidence
In the agency's words:
It provides a nation-wide window to connect people with Government Organizations at all levels for raising their issues with authorities, complaints' redressal and suggestions.
Checked 8 October 2026. Saved copy.
Does the agency cite the law, rule or notification this system runs under?
Not foundNo statute, rule or notification is cited anywhere the portal is described.
Where we looked
citizenportal.gov.pk (says only that PMDU was 'established in 2013' and 'reorganized'); pmo.gov.pk privacy policy; Google Play listing. Checked 8 October 2026.
Does the agency list the kinds of personal data this system holds?
Partly disclosedImages are mentioned; the Play listing says only 'Personal info'. There is no list of the data held (CNIC, phone number, complaint text, location).
Show evidence
In the agency's words:
PCP collects images for the identification of users when interacting with government officials.
Checked 8 October 2026. Saved copy.
Is there a named office or officer responsible for the data in this system, with contact details?
Partly disclosedA general support address only.
Show evidence
In the agency's words:
NEED HELP? CONTACT US AT: support.pmdu@pmo.gov.pk
Checked 8 October 2026. Archived copy.
Flows and sharing
TransparencyDoes the agency say which other public bodies receive or can query this data?
Partly disclosedSharing with government bodies is acknowledged; none is named.
Show evidence
In the agency's words:
We may impart vital information to other government organizations and divisions
Checked 8 October 2026. Saved copy.
Does the agency name the companies or outside bodies that build or run this system?
DisclosedThe National Information Technology Board, a government body, is named as developer; the Play listing names it as publisher. A public body acting as outside developer counts; hosting is asked under T2.3 (reading rule R-4).
Does the agency say where the data is stored and whether any of it leaves Pakistan?
Not foundWhere we looked
pmo.gov.pk privacy policy; citizenportal.gov.pk; web.citizenportal.gov.pk; Google Play listing. Checked 8 October 2026.
Accountability records
TransparencyHas the agency named an official who answers information requests, and said how to file one?
Not foundThe Prime Minister's Office site lists a Right of Access to Information item whose link is empty.
Where we looked
pmo.gov.pk menu item 'RIGHT OF ACCESS TO INFORMATION 2017' (the link target is '#' and opens nothing); pmo.gov.pk/contactUs.php (an email address only); citizenportal.gov.pk; web.citizenportal.gov.pk. Checked 8 October 2026.
Are audit, evaluation or performance reports that cover this system published?
Partly disclosedStatistical summaries are published for 2023, 2024 and 2025. The PDF could not be read by machine; from its title it reports figures and does not evaluate the system.
Show evidence
In the agency's words:
Summary of Statistics As on 14-07-2025
Checked 8 October 2026. Saved copy.
Has a privacy or data protection impact assessment of this system been published?
Not foundWhere we looked
pmo.gov.pk privacy policy; citizenportal.gov.pk. Checked 8 October 2026.
Rules on use
SafeguardsIs there a privacy notice or data policy that covers this system?
DisclosedA privacy policy specific to the portal, linked from the app's store listing. It is not linked from citizenportal.gov.pk itself.
Show evidence
In the agency's words:
Pakistan Citizen's Portal Privacy Policy
Checked 8 October 2026. Saved copy.
Does the agency say how long records in this system are kept?
Not foundWhere we looked
pmo.gov.pk privacy policy (no retention); Google Play listing says 'You can request that data be deleted', which is not a retention period. Checked 8 October 2026.
Does the agency state limits on using this data for anything beyond its stated purpose?
DisclosedImages are 'collected solely for the purpose of identification'.
Show evidence
In the agency's words:
data gathered by us is utilized distinctly for authentic purposes such as internal audits, improvement in customization and design of our application, and to contact users. We do not utilize, offer, or pass on your data for business purposes.
Checked 8 October 2026. Saved copy.
Individual rights
SafeguardsDoes the agency explain how a person can see their own record?
Not foundWhere we looked
pmo.gov.pk privacy policy; citizenportal.gov.pk; Google Play listing. Checked 8 October 2026.
Does the agency explain how a person can get an error in their record corrected?
Not foundWhere we looked
pmo.gov.pk privacy policy; citizenportal.gov.pk; Google Play listing. Checked 8 October 2026.
Is there a complaint route for misuse of this data, with a stated response time?
Partly disclosedA support address exists. No route for complaints about misuse of portal data, and no response time.
Show evidence
In the agency's words:
NEED HELP? CONTACT US AT: support.pmdu@pmo.gov.pk
Checked 8 October 2026. Archived copy.
Can a person find out who has accessed their record?
Not foundWhere we looked
pmo.gov.pk privacy policy; citizenportal.gov.pk. Checked 8 October 2026.
Security and oversight
SafeguardsHas the agency committed to telling people about data breaches, or published a record of past ones?
Not foundWhere we looked
pmo.gov.pk privacy policy (no breach clause); citizenportal.gov.pk press releases. Checked 8 October 2026.
Does the agency say who independently audits the security or data handling of this system, and how often?
Partly disclosedMeasures asserted; no auditor, standard or date.
Show evidence
In the agency's words:
These means incorporate, yet are not restricted to singular authentication, the security of transmitted data, security checking, reviewing, and encryption of your data.
Checked 8 October 2026. Saved copy.
Agency reply
Not yet sent to the agency.
Sources
Official pages and documents cited on this record.