Prompt library Civil servants, Introductory, Across government, Drafting
Reply to a citizen's complaint
Draft a respectful, clear reply to a complaint that acknowledges the problem, explains the position and sets out the next step.
Last reviewed: . Reviewer: Muhammad Asadullah.
Before you paste anything: replace names, CNIC numbers and other personal details with placeholders and never use classified material. Use only AI tools your department allows.
When to use it
A citizen has complained by letter, email or a complaints portal. You know what action has been or will be taken and want a reply that is polite, honest and easy to understand.
The prompt
Draft a reply from a government office in Pakistan to a citizen's complaint.
The complaint (summary, without personal details):
[What the citizen says went wrong]
What we found:
[The facts, as far as they are established]
What we will do or have done:
[Action and timeframe. If nothing can be done, the reason]
Write a reply in [English / simple Urdu] that:
- thanks the citizen and states the complaint in one sentence
- explains the position honestly, without blaming the citizen
- states the action and when it will happen
- gives a contact point by designation and how to escalate if they are not satisfied
- uses short sentences and no official jargon
- is under [180] words
Do not promise anything that is not listed above. Do not invent dates, names or procedures.How to fill it in
- Choose English or simple Urdu to match the language the citizen used.
- Be exact about the action. A vague promise in a reply becomes a new complaint.
- Give the escalation route your department actually uses.
Before you use the result
- Check the tone. It should sound like a person who has listened, not a template.
- Make sure every promise in the reply has an owner and a date in your office.
- Remove anything that discloses information about other people.