The Government of Khyber Pakhtunkhwa has established a special “Complaints Cell” within the Department of Transport and Mass Transit to provide the public with quality transportation services and ensure the prompt resolution of complaints.
According to a notification issued in this regard, the cell will be headed by Additional Secretary Fayyaz Alam, while Deputy Secretary Policy Muhammad Islam, Section Officer Pervez Khan, and Senior Clerk Owais-ur-Rehman will serve as its members.
The Secretary of Transport said that the initiative has been taken on the instructions of the Chief Minister of Khyber Pakhtunkhwa to ensure the timely resolution of public grievances. The purpose of the Complaints Cell is to bring greater transparency to the transport sector and provide relief to citizens.
Citizens can submit complaints regarding fare irregularities, misbehavior, substandard vehicles, route-related issues, overloading, and other transport-related matters through the following portal, email address, and helpline:
Online Portal: https://transport.kp.gov.pk/ecomplaint/
Email: addlsec.transport@kp.gov.pk
Helpline: 091-9211425
The Complaints Cell will register each complaint, issue a tracking number, and coordinate with the relevant department to ensure that the complaint is resolved within 15 days. The cell will submit performance reports to the Secretary on a daily basis and every 15 days.
The department has appealed to citizens to immediately use the aforementioned channels whenever they have a complaint so that better service delivery can be ensured.