Suthra Punjab: Transforming Public Sanitation
The Suthra Punjab initiative is a major reform by the LG&CD Department across all 36 districts of the province. To ensure fast, transparent, and accountable service, the government launched an integrated complaint management system. This digital network connects field sanitation workers directly with district supervisors and provincial control rooms through real-time tracking.
Citizens can quickly report uncollected garbage, blocked drains, illegal dumping, or sanitation bill errors. Each complaint receives a digital tracking ticket backed by strict resolution deadlines (SLAs). By removing red tape, this initiative gives urban and rural residents direct access to municipal services and ensures a clean living environment.
Official Contact Numbers & Communication Channels
The Suthra Punjab Command and Control Center has several communication channels to serve the citizens of urban metropolitan areas, secondary cities and remote rural union councils. All phone calls and digital transmissions are monitored by central supervisors to prevent unauthorized closures or delays.
Central Toll-Free Customer Support Hotlines
Primary Helpline: 1139 | Secondary Toll-Free: 0800-02345
Operating Hours: Monday through Saturday, 8:00 AM to 8:00 PM (Emergency sanitation services available 24/7).
Network Compatibility: Callers can dial from any mobile network operator (Jazz, Zong, Telenor, Ufone) or PTCL landline across Punjab free of charge.
Suthra Punjab App
Downloadable on Google Play Store & Apple App Store. Allows citizens to capture live photos, automatically detect GPS coordinates, submit complaints and track tickets in real time.
WhatsApp Helpline
Official WhatsApp Assistant at +92 300 0234500. Citizens can send image evidence, property PIN numbers, and location pins directly to trigger automatic registration.
Chief Minister’s Complaint Box
Integrated with CM Secretariat Complaint Cell and Pakistan Citizen’s Portal (PCP) for escalations in case of delay in resolution or officer negligence.
How to File Complaints Online Step by Step
When you register a complaint, here is a structured way to do it, so that it gets quickly routed to the exact municipal worker or DMO assigned to your location:
- Choose Your Contact Channel: Call the toll free helpline number of 1139, open the official Suthra Punjab Mobile Application or message the official WhatsApp hotline.
- Supply geographic and location data: Mention your District, Tehsil, Union Council (UC) Number, Town/Sector and exact Street Address. For automatic pin pointing, ensure the device GPS location is on when using the mobile app.
- Select the Specific Grievance Category: You need to select your grievance under the appropriate operation heads like Uncollected Door-To-Door Garbage, Overflowing Neighborhood Dumpster, Drain Blockage & Sewage Backup or Sanitation Bill Amount Discrepancy.
- Attach proof with photo and Bill Reference Number: For uncleaned place, Click a good photo of the garbage or drain issue. Please provide your Property Identification Number (PTIN) or 17 digit ePay PSID code located on your bill for billing questions.
- Your Complaint Ticket ID and Its Reception and Security: After you have submited your complaint, we will provide you with a unique 6-digit ticket ID through an SMS. You have to save and not to lose the ID as it may be required in the future.
- (SLA) & Dispute Resolution Process: Suthra Punjab model offers accountability to the citizens in the field of operations through stringent SLAs due to its automated escalation chain.
Classifying Complaints Related to Sanitation & Billing
Sanitation and billing related complaints are classified by the MIS of Suthra Punjab under different technical streams in order to make the best use of the resources. Below are listed some of the most common types of complaints along with their respective operation stream:
| Category Code | Complaint Description | Primary Operational Handler | Standard Resolution SLA | Proof Needed |
|---|---|---|---|---|
| CAT-01 | Missed Door-to-Door Household Waste Collection | Union Council Sanitary Worker / Contractor | 24 Hours | House Address & Contact Number |
| CAT-02 | Overflowing Public Dustbins / Illegal Open Dumps | District Waste Management Fleet (Compactor Team) | 24 to 48 Hours | Site Photo & Location Coordinates |
| CAT-03 | Clogged Street Drains & Stormwater Line Refuse | Municipal Drain Maintenance Crew / WASA Liaison | 48 Hours | Photo of Clogged Drain Line |
| CAT-04 | Commercial Market Waste Accumulation | Commercial Area Sanitation Inspector | 12 to 24 Hours | Market Name & Shop Number |
| CAT-05 | Incorrect Sanitation Bill Assessment / Wrong Category | District Assessment Review Committee (DARC) / Excise | 7 to 15 Working Days | Property Tax Copy, CNIC & Form-A |
| CAT-06 | Duplicate Payment Deduction / ePay PSID Failure | IT & Finance Treasury Billing Desk | 3 to 5 Working Days | Bank Transaction Receipt & PSID |
| CAT-07 | Sanitary Staff Misbehavior or Absenteeism | District Chief Officer (CO) / Executive Inspector | 48 Hours | Worker Name / Area Identification |
Suthra Punjab Form-A Application, Exemption & PDF Guidelines
Form-A is a legal statutory application form prescribed by the Local Government & Community Development Department. This is the legal procedure for registration of property, correcting the property measurements, applying for plot exemptions or updating the ownership records for billing in Suthra Punjab.
Impotant Uses & Applications of Form-A
- Vacant Plot Exemption Applications: Under Suthra Punjab rules, vacant and unconstructed residential and commercial plots are entitled to a complete or partial exemption from sanitation tax as no household waste is generated. Form-A and physical proof of non-occupancy to be submitted by owners.
- Property Dimension & Tariff Correction: In case you have been mis-measured, e.g., a 10-Marla house is being recorded as a 5-Marla house. You can apply for an official re-measurement survey by the municipal inspectors through Form-A.
- Ownership Transfer & PTIN Linking: Form-A enables new owners to change the billing name and associate their Suthra Sanitation PIN with their primary Excise Property Tax account.
- Requests for Charitable & Educational Exemption: Statutory fee waivers can be claimed by filing Form-A by the registered non-profit organizations, places of worship, government schools and free healthcare facilities.
Mandatory Documents to Attach with Form-A
- Attested Copy of CNIC of Property Owner.
- Copy of Property Ownership Deed, Registry or Allotment Letter.
- Copy of recent Excise Property Tax Challan or WASA Bill.
- Recent Photograph of the Property / Open Plot.
- Copy of disputed Suthra Punjab Sanitation Bill (if applicable).
- Affidavit on Rs. 100 Stamp Paper (for Vacant Plot Exemption Claims).
Service Level Agreement (SLA) & Disputes resolution process
Suthra Punjab framework ensures accountability to the public in field operations with strict SLAs driven by an automated escalation hierarchy. If a ticket complaint is not resolved in time as per SLA defined, it will be escalated automatically to senior district administrative officers.
0 to 24 Hours
Complaint assigned to Local Union Council Sanitary Supervisor and Field Crew. Mandatory spot cleaning and upload of photographic proof.
24 to 48 Hours
Automatic escalation of the case to District Municipal Officer (DMO) and District Chief Officer. Re-distribution of heavy machinery compactor units.
After 48 Hours
Direct escalation to Deputy Commissioner (DC) and Provincial Monitoring Cell “Action against defaulting field officers.
Divisional & District Support Office Directory
For in-person dispute resolution, submission of hardcopy Form-A applications, or physical verification of billing rectifications, citizens may visit their respective Divisional and District Municipal Offices across Punjab during official government hours (Monday to Friday, 9:00 AM to 5:00 PM).
| Division | Key Districts Covered | District Headquarters Office Location | Direct Help Desk Contact |
|---|---|---|---|
| Lahore Division | Lahore, Kasur, Sheikhupura, Nankana Sahib | LWMC Head Office, Shahrah-e-Abdul Hameed Bin Badis, Lahore | 042-99205153 / 1139 |
| Faisalabad Division | Faisalabad, Jhang, Toba Tek Singh, Chiniot | FWMC Complex, University Road, Faisalabad | 041-9201468 |
| Rawalpindi Division | Rawalpindi, Attock, Jhelum, Chakwal, Murree | RWMC Office, Murree Road, Rawalpindi | 051-9290732 |
| Multan Division | Multan, Khanewal, Vehari, Lodhran | MWMC Headquarters, MDA Road, Multan | 061-9200862 |
| Gujranwala Division | Gujranwala, Sialkot, Gujrat, Hafizabad, Narowal, Wazirabad | GWMC Main Office, Trust Plaza, Gujranwala | 055-9200830 |
| Sahiwal Division | Sahiwal, Okara, Pakpattan | Municipal Corporation Complex, Sahiwal | 040-9200112 |
| Bahawalpur Division | Bahawalpur, Bahawalnagar, Rahim Yar Khan | BWMC Office, Town Hall, Bahawalpur | 062-9255314 |
| Sargodha Division | Sargodha, Khushab, Mianwali, Bhakkar | District Council Office, Sargodha | 048-9230145 |
| DG Khan Division | Dera Ghazi Khan, Muzaffargarh, Layyah, Rajanpur | Municipal Complex, Katchery Road, DG Khan | 064-9260221 |
Frequently Asked Questions (FAQs)
PSA (Public Service Announcement)
Suthra Punjab works for Making Clean, Disease Free and Eco Friendly settlements everyplace in Punjab. If you see any irregularities in service or illegal dumping of waste, report it immediately by calling toll-free 1139 or downloading the official mobile application.
