NADRA online complaint system In a landmark move toward improving public service delivery, the National Database and Registration Authority (NADRA) has officially launched its e-Katchery system, a digital initiative designed to help citizens file and resolve complaints online. This step marks a significant milestone in Pakistan’s digital governance journey, providing a faster, more transparent, and more efficient method for handling public grievances.
Through this new system, citizens can interact directly with NADRA officials without needing to visit physical offices. The initiative aligns with the government’s broader vision of promoting e-governance and reducing bureaucratic delays through technology-driven solutions.
NADRA online complaint system What Is the NADRA e-Katchery System?
The NADRA online complaint system, branded as the e-Katchery, is a virtual public hearing mechanism that allows individuals to share their issues directly with senior NADRA officials. The platform’s purpose is to ensure real-time communication between citizens and the authority, reducing the dependency on intermediaries and cutting down long waiting times often associated with manual complaint processes.
According to NADRA officials, the system is being implemented under special directives from the Prime Minister of Pakistan, who emphasized improving transparency and accessibility within public service institutions. The initiative is a reflection of the government’s commitment to addressing citizens’ issues efficiently while minimizing opportunities for corruption or inefficiency.
NADRA online complaint system How the e-Katchery System Works
Under the e-Katchery framework, citizens can join live sessions hosted on NADRA’s official YouTube channel (@nadraofficial). During these sessions, people from across the country — and even Pakistanis living abroad — can interact with senior NADRA officers to present their grievances.
Live Interaction with NADRA Officials
The first live e-Katchery will be conducted by the Director General (DG) of NADRA’s Regional Office Lahore. The event is scheduled for Wednesday, October 15, 2025, from 11:00 a.m. to 12:00 p.m. During this hour-long session, citizens can raise issues related to national identity cards (NICs), family registration certificates (FRCs), and other NADRA services.
For additional information, NADRA has provided a dedicated helpline (042-99232809), enabling citizens to seek assistance regarding participation or registration in the live session.
NADRA online complaint system Empowering Citizens Through Digital Accessibility
The e-Katchery system is part of NADRA’s broader mission to make government services more accessible and transparent. In a country where millions rely on NADRA for identity verification, passport facilitation, and other legal documentation, the launch of a virtual complaint platform ensures that every citizen, regardless of location, can have their voice heard.
By integrating technology into governance, NADRA aims to:
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Eliminate unnecessary visits to regional offices.
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Reduce complaint resolution time through real-time communication.
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Increase accountability of staff by conducting public hearings online.
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Promote transparency, as sessions are held live for anyone to view.
This approach not only modernizes NADRA’s operations but also aligns with the federal government’s Digital Pakistan Vision, which seeks to transform traditional bureaucratic systems into citizen-centric online services.
NADRA online complaint system Prime Minister’s Directive and NADRA’s Role
The Prime Minister of Pakistan has placed significant emphasis on digital reform, instructing NADRA to ensure that every citizen has access to efficient grievance redressal channels. Following his directive, NADRA’s leadership has actively worked on integrating digital technologies into its service model.
Under the National Biometric and Registration Policy Framework, approved on January 1, 2025, NADRA has been tasked with developing systems that strengthen identity management, streamline record-keeping, and foster trust between the state and citizens. The e-Katchery system serves as a direct outcome of that policy, making Pakistan one of the few developing countries to experiment with digitally broadcasted public hearings.
Expanding NADRA’s Digital Infrastructure
Earlier this year, NADRA launched another major digital initiative — the nationwide digital birth and death registration system. This program was rolled out in collaboration with provincial governments and local healthcare centers, allowing hospitals to digitally register births and deaths in real time.
The integration of this system with local municipal records has greatly improved data accuracy and efficiency, eliminating redundant paperwork and manual errors. By connecting hospitals, union councils, and NADRA’s central database, the project ensures that every citizen’s vital record is securely stored and accessible through digital means.
This success has encouraged NADRA to further expand its digital ecosystem, and the online complaint platform is the latest addition to this growing portfolio of e-services.
NADRA online complaint system Leadership Comments and Future Goals
Commenting on the new initiative, a NADRA spokesperson stated that the e-Katchery was developed to bring the institution closer to the people it serves.
“Our goal is to make NADRA’s services accessible to every Pakistani, whether they are living in a remote village or abroad. The e-Katchery initiative ensures that citizens can directly communicate with officials without any barriers,” the spokesperson said.
Officials also indicated that NADRA plans to expand the e-Katchery format to regional offices across Pakistan. Over time, similar digital complaint sessions may be held in Karachi, Islamabad, Peshawar, and Quetta, providing equal opportunities for engagement to citizens nationwide.
In addition, NADRA is exploring options to introduce a dedicated online complaint portal, allowing citizens to submit written grievances through verified digital channels and track their case progress in real time.
NADRA online complaint system Public Reaction and Significance
The launch of the NADRA online complaint system has been widely appreciated by the public, especially among overseas Pakistanis who often face difficulties contacting NADRA offices due to time zone differences or documentation delays.
Many citizens have praised the decision to hold sessions on YouTube, noting that it allows for transparency and accessibility without requiring specialized apps or complicated procedures. Civil society groups have also lauded NADRA’s effort to promote good governance through digital inclusion.
Analysts believe that this model could serve as a blueprint for other government departments, including passport offices, immigration authorities, and local administrative bodies, to adopt similar online grievance systems.
NADRA online complaint system Conclusion: A Step Toward a Digital and Accountable Pakistan
The introduction of NADRA’s e-Katchery system represents a pivotal step toward digital governance and citizen empowerment in Pakistan. By providing an online space for direct communication between the public and government officials, NADRA is setting a new standard for efficiency, accountability, and transparency in public service.
As the country moves deeper into the era of digital transformation, initiatives like the NADRA online complaint system highlight Pakistan’s growing commitment to leveraging technology for the public good — ensuring that every citizen’s voice can be heard, recorded, and resolved with dignity and speed.
