How to Register Complaints in BISP for Payment Deduction & Other Reasons Major Updates

If you’re a beneficiary of the Benazir Income Support Programme (BISP) and are facing issues such as payment deductions, non-receipt of funds, or other concerns, there are several ways to register your complaint. The BISP has established multiple channels to ensure that grievances are addressed promptly and transparently.

Common Reasons for Complaints

Beneficiaries may need to register complaints for various issues, including:

1. Payment Cuts or Deductions

• Issue: Agents, retailers, or middlemen deduct Rs. 100–500 from the Rs. 13,500 quarterly payment, often claiming processing fees.
• Cause: Lack of beneficiary awareness, involvement of unauthorized facilitators, or retailer misconduct.
• Example: A beneficiary in Faisalabad reported a Rs. 200 deduction by a JazzCash retailer in April 2025.

2. Payment Not Received

• Issue: Funds not disbursed despite eligibility confirmation via 8171 SMS.
• Causes:
  • Biometric verification failures (e.g., thumbprint issues).
  • Expired or lost Benazir Debit Card.
  • System errors or delays in partner banks (HBL, Bank Alfalah).
  • Pending dynamic NSER survey updates.
• Example: In March 2025, some beneficiaries in Karachi reported non-delivery due to unlinked Aadhaar details.

3. Fraud or Scams

• Issue: Fake SMS or calls from numbers other than 8171, demanding fees or personal information.
• Cause: Fraudsters exploit beneficiaries’ lack of awareness, posing as BISP officials.
• Example: In May 2025, Senator Rubina Khalid warned against messages from non-8171 numbers during an E-Katcheri session.

4. Eligibility Disputes

• Issue: Beneficiaries declared ineligible despite meeting the Proxy Means Test (PMT) score of 32 (or 37 for families with disabled members).
• Cause: Errors in NSER survey data, outdated CNIC, or incomplete documentation.
• Example: A widow in Noorpur Thal reported being marked ineligible despite submitting a dynamic survey form in 2024.

How to Register Complaints

BISP offers multiple channels to register complaints, ensuring accessibility for beneficiaries across Pakistan. Below are the detailed methods:

1. BISP Toll-Free Helpline (0800-26477)

• How to Use:
  • Call 0800-26477 from 9 AM to 11 PM, Monday to Saturday.
  • Provide your CNIC number, name, and details of the issue (e.g., payment cut, non-delivery).
  • Note the complaint reference number provided by the operator.
• Best For: Payment cuts, non-received payments, fraud, or urgent issues.
• Cost: Free of charge.
• Resolution Time: Most complaints are resolved within 3–7 days, with urgent cases prioritized.
• Tip: Speak clearly and have your CNIC ready. Only use the official helpline to avoid scams.

2. Visit BISP Tehsil Office

• How to Use:
  • Locate the nearest BISP Tehsil Office (one in each tehsil, over 150 nationwide).
  • Bring your CNIC, Benazir Debit Card (if applicable), and any evidence (e.g., payment receipt showing deductions).
  • Submit a written or verbal complaint to the officer, who will register it in the case management system.
  • Receive a complaint reference number for tracking.
• Best For: Complex issues like eligibility disputes, next-of-kin transfers, or survey errors.
• Cost: Free, though travel costs may apply.
• Resolution Time: 7–14 days, depending on the issue’s complexity.
• Tip: Visit early to avoid crowds. Check office locations on www.bisp.gov.pk.

3. Online Complaint Portal

• How to Use:
  • Visit www.bisp.gov.pk or 8171.bisp.gov.pk.
  • Navigate to the “Complaint” or “Grievance Redressal” section.
  • Enter your CNIC, name, mobile number, and a detailed description of the issue.
  • Upload supporting documents (e.g., payment receipt, SMS screenshot).
  • Submit and note the reference number for tracking.
• Best For: Payment disputes, fraud reports, or card issues.
• Cost: Free, requires internet access.
• Resolution Time: 5–10 days.
• Tip: Use a laptop for better portal functionality. Ensure all details are accurate to avoid delays.

Final Thoughts

The Benazir Income Support Programme’s complaint registration system is a lifeline for 9.3 million beneficiaries facing issues like payment cuts, non-received funds, fraud, or eligibility disputes. With a toll-free helpline (0800-26477), 8171 SMS, online portal, Tehsil Offices, and E-Katcheri sessions, BISP ensures accessible and transparent grievance redressal.