Federal Minister for National Health Services Syed Mustafa Kamal on Wednesday launched the Care1166 helpline as part of a new Health Complaint Management System at the Federal Directorate of Immunization in Islamabad, giving residents a single toll-free number—1166—to report problems with the ministry, its attached departments, and public hospitals and dispensaries.
The minister called the platform one of the most important steps taken by the Ministry of Health, saying it was meant to make the government answerable to citizens on healthcare grievances. He said that if he had to pick one priority among the ministry’s work, it would be this complaint system, so that Pakistan’s population of about 260 million could reach the state through a simple channel.
How the Care1166 helpline works
Under the new arrangement, callers no longer need to tour government offices or rely on an MNA, MPA, minister, district health officer or other intermediary to lodge a grievance. The ministry said complaints filed through the Care1166 helpline are forwarded automatically to the relevant department or designated officer, and progress is followed from registration through to resolution.
A central dashboard records each case, who is responsible for it, and what action has been taken. Once a call-centre agent finishes a call, the complaint appears on the concerned officer’s screen and on dashboards used by the health minister and the monitoring team. Heads of 39 relevant departments under the ministry will see cases in real time on a mobile application and on office display screens. Every complainant receives a unique digital tracking number so they can check status and keep a record days, months or even a year later.
Who can complain first, and who benefits
In its first phase the system covers government hospitals and dispensaries in Islamabad, with designated officers at those facilities expected to act on grievances promptly. Officials said people in remote areas should find it easier to contact authorities by phone than to travel for paperwork, and that women, low-income households and marginalised communities stand to gain from a direct line to the state.
The minister noted that he still receives hundreds of calls from people in difficulty, yet only a tiny number of citizens ever reach his personal contact. He argued that for decades there had been no effective national mechanism for the public to report healthcare problems straight to government. The ministry also said complaint data could later help spot recurring service failures and disease trends by area.
What comes next
Authorities said the Care1166 helpline will later be rolled out across the country after the Islamabad start. Until then, the practical change is limited to the capital’s federal health facilities and ministry departments, with ministers and monitoring staff able to watch response times from the new dashboards.
Aasan alfaaz mein
Islamabad mein sehat ki shikayat ab toll-free 1166 par phone se darj ho sakti hai. Shikayat khud related office tak pahunchti hai aur aap ko tracking number milta hai. Pehle yeh system sirf Islamabad ke sarkari hospitals aur dispensaries ke liye hai. Baad mein mulk bhar mein failane ka irada hai.
