Help & Frequently Asked Questions

Students, faculty members and university employees can submit complaints using their university account. The Super Admin can also enable complaints from members of the public.

Sign in, choose the area your complaint is about, pick the specific problem, then describe what is wrong. The form asks only for what the responsible office genuinely needs — for some problems that includes a location, a photograph or an asset number.

You receive a ticket number immediately. Where the responsible office is unambiguous the complaint goes straight there; otherwise the Complaint Cell reviews it and forwards it to the right department.

Each kind of problem carries its own response and resolution target — internet faults are handled faster than furniture requests, for example. Your complaint shows the target date, and targets are measured in university working hours rather than around the clock.

Use the Track Complaint page with your ticket number and the email address or mobile number you submitted with. If you have an account, every complaint you have filed is listed on your dashboard with its full history.

So that a ticket number on its own never reveals anything. Without a second detail, anyone who guessed or overheard a number could read your complaint.

A department that receives a complaint outside its remit returns it to the Complaint Cell with a reason, and it is re-routed. Nothing is closed simply because it was misdirected.

Yes. Open the complaint and add a reply. If the department has asked you for something, replying also lets their work resume.

The department records what was actually done, and you are asked to confirm. If the problem is not genuinely fixed, you can reopen the complaint and explain why.

Yes, within the configured reopen window, by explaining what is still wrong. The previous resolution stays on record. After that window a complaint closes automatically, and you would submit a new one referring to the old ticket number.

You can mark a complaint confidential when submitting, which restricts it to the staff member handling it, their department head and the Complaint Cell. Personal details such as CNIC and phone numbers are never shown to unauthorised users.

The office handling it and the Complaint Cell. Staff can also record internal notes that you will not see — these are for coordinating work, and they are never mixed in with the replies sent to you.