Punjab Irrigation Department has recognized the need to communicate more effectively with the Public, the concerned interested groups and the beneficiaries with view to getting feedback and optimizing the functioning of the Department especially with regard to the efficient and optimal canal operations.

In this context, Free Help line 0800-11333 has been established at Irrigation Secretariat to lodge complaints by the farmers which operates from 9.00 AM to 5.00 PM. The complainants can search and see the status of their complaints and also other details relating to the complaint lodged.

This step of the Government has resulted in improving quality, efficiency and accountability with which Irrigation services are delivered.

Complaint Lodging Sources

Complaints are received from the following resources:

• Pakistan Citizen Portal (PCP), operated under the Prime Minister Performance Delivery Unit (PMDU) Islamabad (Focal Person, Director Gauges)
• Overseas Pakistanis Complaint Portal (OSPC), operated under the Chief Minister Office (Focal Person, Deputy Director Helpline)
• Chief Secretary Task Management System (CS-TMS), operated under the Chief Secretary Office (Focal Person, Deputy Director Helpline)
• Citizens Relationship Management Operated under the Chief Minister Office. (Focal Person, Director Gauges).
• Ministry of parliamentary affairs, Islamabad. (Focal Person, Deputy Director Helpline)
• Chief Minister & Minister Irrigation Directives.
• Chief Secretary & Secretary Irrigation Complaints.
• Punjab Irrigation Department Toll Free Helpline (0800-11333)
• Social Media
  1. Email pid_cmc@yahoo.com
  2. WhatsApp +923184177270
  3. Facebook Page
  4. Twitter Page
  5. Postal Add: (PMIU, Irrigation Secretariat, Old Anarkali Bazar Lahore).

Types of Complaints

The complaints are received on the toll free helpline by the farmers & other sources as mentioned above are lodged on WRMIS (CMS). The above lodged complaints are divided to various categories as follows;

• Tail Dry
• Tail Short
• Water Theft / Outlet tempering
• Voilation of Rotational Program
• Head Gauge Missing
• Tail Gauge Missing
• Discharge Table Implementation and
• Others (warabandi and tawan cases, and water course tempering etc.)
• Corruption
• Service Matters

For further information, you can consult frequently asked questions (FAQ) available on website.

Frequently Asked Questions (Complaints)

How can I register my complaints?
There are several ways to register the complaints

Pakistan Citizen Portal (PCP), operated under the Prime Minister Performance Delivery Unit (PMDU) Islamabad (Focal Person, Director Gauges)

Overseas Pakistanis Complaint Portal (OSPC), operated under the Chief Minister Office (Focal Person, Deputy Director Helpline)

Chief Secretary Task Management System (CS-TMS), operated under the Chief Secretary Office (Focal Person, Deputy Director Helpline)

Citizens Relationship Management Operated under the Chief Minister Office. (Focal Person, Director Gauges).

Ministry of parliamentary affairs, Islamabad. (Focal Person, Deputy Director Helpline)

Chief Minister & Minister Irrigation Directives.

Chief Secretary & Secretary Irrigation Complaints.

Punjab Irrigation Department Toll Free Helpline (0800-11333)

Social Media

1. Email pid_cmc@yahoo.com
2. WhatsApp +923184177270
3. Facebook Page
4. Twitter Page
5. Postal Add: (PMIU, Irrigation Secretariat, Old Anarkali Bazar Lahore).

What is Complaint Id?
Complaint ID is tracking number of complaint which is useful to get information regarding a complaint at any time. Usually complainant calls on Toll Free Helpline to inquire about the status of the complaint. Helpline operator asks for complaint ID from the complainant to track the status of complaint.

What is the status of my complaint?
Complainant can view the status of his/her complaint by visiting irrigation website (http://irrigation.punjab.gov.pk). Complaint ID is essential to know the status of complaint from the website otherwise Complainant has to call Toll Free Helpline (0800 11 333).

How the complaint is processed?

1. When a complaint is received from an irrigator/complainant through any source, the information regarding type of complaint, division name, channel name and related information along with the contact number of the irrigator/complainant are collected and accordingly registered in the complaint register. After lodging, the complaint number is issued.
2. The same information is also uploaded in the database through Complaint Management System (CMS) Contents of complaint are published in web accounts of XENs, SEs & Chief Engineers on Irrigation Web Site (http://wrmis.irrigation.punjab.gov.pk). Field operators are bound to respond within four days.
3. The replies received from the field operators are evaluated in the light of the rules and discussions with the complainant.
4. Before resolving the public complaint, the complainant is called to check whether his grievances are properly addressed or not. If not, then concerned Executive Engineer is instructed for joint inspection of the complainant site.
5. Search and Track system is also available that will help searching the specific complaint by mentioning its respective village name or complaint number.
6. The history of activities taken on the complaint by field division and PMIU is also maintained.
7. Computer generated reminders are also transmitted automatically to field division for quick replies.

Who will register my complaint?
Helpline operator will register your complaint whenever you dial on Toll Free Helpline number 0800 11 333 or the compliant is received by other sources.

Which person will I have to contact for my Complaints?
Complaints Management Section is headed by Deputy Director Helpline and a team of helpline operators. Whenever you call on Toll Free Helpline (0800 11 333), helpline operator will tell the status of your complaint. If you need further help or have further query, you can contact Deputy Director Helpline (042-9213595-97).