Last reviewed: 2026-09-17
Pakistan Post Complaint Tracking: Formal 4-Tier Grievance & Escalation Guide
A plain guide to following up a complaint, asking about a missing item and taking a problem further, from the GPO counter up to the Federal Ombudsman.
If your letter, UMS parcel or item from abroad is badly delayed or has stopped showing scans, there are four levels you can go through: (1) The Public Relations Officer (PRO) at your GPO; (2) the online Complaint Management System (CMS) at cmspakpost.com; (3) the Directorate General Complaint Cell in Sector G-8/4, Islamabad, and the regional Postmaster General (PMG) offices; and (4) the Federal Ombudsman (Wafaqi Mohtasib).
The 4 Levels of Complaint
Go through each level in order, so each step is on record:
GPO Public Relations Officer (PRO) and Booking Counters
Visit the GPO where you booked, or the post office that should deliver, with your original receipt. Ask the Public Relations Officer (PRO) or inquiry counter to check where your item is.
Online Complaint Management System (CMS)
Make a complaint online at cmspakpost.com or on ep.gov.pk. You get a reference number, which you can use to check updates on your complaint.
Directorate General Complaint Cell and Regional PMG Offices
If your local post office cannot sort out the problem, contact the head office:
Federal Ombudsman (Wafaqi Mohtasib)
Pakistan Post is a government department, so you can complain to the Federal Ombudsman (Wafaqi Mohtasib) if your complaint is delayed without reason, closed without an answer or compensation is refused. You can complain online at mohtasib.gov.pk or at a regional ombudsman office.
Claims for Lost or Damaged Items
If a registered letter, parcel or UMS item is lost or damaged, ask at the GPO whether you can make a claim. We could not confirm the rules, so it helps to have these ready:
- Your original booking receipt with the barcode number
- A copy of your CNIC
- Proof of what was inside, such as a receipt or invoice
- Your online CMS complaint reference
- A written application to the Senior Postmaster
- A note from the receiver saying the item did not arrive, if needed
Note: There may be a time limit for claims. We could not confirm it, so make your claim as soon as you can.
Frequently Asked Questions
Common questions about complaints, taking them further and compensation.
How do I track a Pakistan Post complaint online?
Enter your complaint reference number in the Complaint Management System (CMS) at cmspakpost.com or on ep.gov.pk to see updates on your complaint.
What are the contact details for the Complaint Cell in Islamabad?
The Directorate General Pakistan Post Complaint Cell is in Sector G-8/4, Islamabad. You can call UAN 111-111-117 or 051-8487080, or email customercare@pakpost.gov.pk.
Can I get compensation if Pakistan Post loses my parcel?
We could not confirm Pakistan Post’s compensation rules. Ask at the GPO where you booked the item, and keep your original booking receipt and CNIC ready.
What if customer support does not sort out my complaint?
If your complaint is not resolved, you can complain to the Federal Ombudsman (Wafaqi Mohtasib). We could not confirm how long you must wait first, so ask when you contact them.
Which documents do I need for a lost parcel claim?
We could not confirm the official list. Keep your original booking receipt with the tracking barcode, a copy of your CNIC, a receipt or invoice for what was inside and a short written account of what happened.