If your laptop scheme application is missing, your name isn’t listed, a delivered laptop is damaged, or you’re facing any other problem — this guide shows exactly how to file a complaint, what to attach, and how to escalate if the first response doesn’t fix it. Use this checklist and sample wording to get your issue tracked and resolved faster.
Quick overview (what to do right now):
- Gather your CNIC, student ID, application screenshot, and any messages you received.
- File a complaint through the official grievance portal or mobile app and choose the education/HEC category.
- Attach proof, copy the tracking ID, and follow the timeline below for escalation.
Who can file a complaint
Students, parents or guardians (on behalf of a student), or university focal persons can lodge complaints. If you were the applicant, file using your CNIC and the same account details used during application to avoid verification issues.
Common issues to report
- Your application is missing from the portal.
- Application marked as rejected without explanation.
- Laptop not delivered or delivered with hardware/software faults.
- Wrong student received the laptop or serial numbers don’t match.
- Verification held up by the university.
Prepare these before you file
- CNIC (scanned photo or screenshot).
- Student ID or admission letter.
- Screenshot of your application or status page.
- Any rejection/acceptance emails or SMS.
- Photo/video of hardware issue (if reporting a damaged laptop).
- Contact number and preferred time for calls.
Best category and subject line to choose
When selecting the category in the portal/app, pick the education or higher-education option and select the program name in the dropdown. Use a concise subject line such as:
“Laptop Scheme: Application missing – [Your CNIC ending XXXX]”
Step-by-step — file a complaint via the portal or app
- Log in or register with your CNIC.
- Choose the relevant department (education/HEC/student services).
- Enter a short, specific title. Example: “Student application missing from laptop list – CNIC XXXXXX”.
- In the description, include: full name, CNIC, university, program, application ID (if any), date you applied, and what happened. Keep it under 300 words and list facts only.
- Upload attachments: CNIC, student ID, application screenshot, any messages. Name files clearly (e.g., CNIC_YOURNAME.pdf).
- Submit and copy the tracking ID immediately — save a screenshot.
Copy-paste complaint template (use and tweak)
Subject: Laptop Scheme — Application missing / verification pending (CNIC: XXXXXX)
Hello,
I applied for the Youth Laptop Scheme on [date]. My details: Name: [Full name], CNIC: [13 digits], University: [University name], Program: [BS/ADP/etc.], Application ID (if any): [ID].
Issue: My application does not appear in the verified list / my name is missing / my application is rejected without reason. I have attached CNIC, student ID, and a screenshot of my application/portal status. Kindly verify and advise next steps. I request confirmation and an expected timeline for resolution.
Contact: [phone number] — available [times].
Regards,
[Your full name]
How long does it take and when to escalate
- Expect an automated acknowledgement within 48–72 hours.
- If there’s no meaningful update in 7–10 days, reply to your complaint with additional evidence.
- If unresolved after 14–21 days, escalate: contact the university focal person, then raise the same issue with the program helpdesk via email/phone and reference your tracking ID.
Escalation path (clear steps)
- Reply to the portal ticket and upload missing evidence.
- Contact your university focal person — provide them with the tracking ID and ask them to verify your enrollment.
- If university action is delayed, call or email the program helpdesk and give them the ticket number.
- Last resort: submit a complaint to the ombudsman or a higher grievance body — include all prior correspondence and your portal tracking ID.
Tracking and follow-up tips
- Always screenshot the portal confirmation and save emails.
- Use the portal’s “reply” function rather than opening a new ticket for the same issue (keeps the ticket history intact).
- Keep your mobile number up to date — many notifications are sent via SMS.
If your laptop is damaged or the wrong device was delivered
- File a new ticket in the hardware/complaint section and attach clear photos or a short video.
- Note the device serial and delivery slip, and ask for spare parts or replacement instructions.
- Keep communication concise and include date/time of delivery.
Evidence best practices (avoid common rejections)
- Convert images to PDFs if multiple files are required.
- Name files with short, clear labels (e.g., CNIC_NAME.pdf).
- If uploading multiple images, compress into a single zip with a cover text file explaining the contents.
Preventative steps to avoid future problems
- Verify CNIC and name spelling with your university before application windows close.
- Download and keep copies of submission receipts and screenshots.
- Follow the university verification window announcements closely.
Short FAQ (quick answers)
- Can I file without internet? No — you need portal/app access or someone with access to file on your behalf.
- What if my university refuses to verify? Escalate to the program helpdesk with your ticket and university correspondence.
- Will email alone work? Email can be used, but always lodge the ticket in the portal too for official tracking.
- What attachment formats are acceptable? PDFs, JPG/PNG images; if multiple files are required, zip them.
Final note: Save this page or download the checklist before you file. The single most important thing is to keep the portal tracking ID — every escalation or follow-up must reference it. If you want, paste your ticket subject and tracking ID in the comments on your own post so community members can suggest the best next step.
