The Complaint Handling Process:

Upon receipt of your complaint by the Service Desk you will get a same day acknowledgment of receipt. After initial assessment the Service Desk will send the complaint to the relevant department on the same day of receipt or the following working day if the complaint is received in the late hours of the working day.

Once received by the designated departmental Point of Contact (POC), within 3 days of receipt another acknowledgment will be sent to you by the concerned POC stating that the matter is under review. If the matter is irrelevant to the jurisdiction of SECP the complainant will be informed accordingly. After assessing the complaint thoroughly the POC will revert to the complainant with the status of the complaint within 15 days or a maximum of one month.

If a complainant is requested to provide additional or deficient information (if any), the complainant will have a maximum of three weeks to provide the requisite information. Reminders will be sent to the complainant each week and upon the lapse of the third week, if the requisite material has still not been provided by the complainant, the complaint will stand closed and the same will be communicated to the complainant.

Barring the above situation, if the complaint handling process is experiencing delay owing to any reason, the concerned POC will update the complainant at least on a monthly basis.

For portal lodged complaints the complainant may check complaints status at will by accessing the SECP online complaints portal and providing vital information. Alternatively, you can send an email or reach the Service Desk by dialing the Service Desk UAN 111 117 327.