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In a move aimed at enhancing public convenience and reducing unnecessary visits to traffic offices, the Punjab Safe Cities Authority (PSCA) has launched a new email-based complaint system to allow citizens to dispute incorrectly issued e-challans.
The system enables vehicle owners to contest fines they believe were issued in error, simply by sending an email with basic documentation, eliminating the need for in-person appearances or long queues.
How the New Complaint Process Works
Under the new process, if you receive an e-challan and believe it to be incorrect or unfair, you can submit a formal complaint via email to:
Your email must include the following:
- A clear photo or scanned copy of the e-challan you received.
- The vehicle’s registration number.
- A brief explanation outlining why the challan should be reviewed or canceled (e.g., vehicle was not at the location, sold prior to date, number plate misuse, etc.).
Once the PSCA receives your email, a designated verification team will review the case using camera footage and system records. If your claim is found to be valid after review, the e-challan will be officially canceled, and you’ll be notified accordingly.
Alternative Contact Options
While email remains the primary method for contesting fines under this new system, PSCA has also provided the following channels for public queries and assistance:
- info@psca.gop.pk – for general inquiries or non-challan issues
- +92-42-9905-1605(08) – for helpline support during office hours
Citizens are encouraged to use these options if they require clarification or assistance in preparing their complaint.
Why This Initiative Matters
The PSCA’s e-challan system uses AI-assisted traffic surveillance cameras across major roads in Lahore and other cities in Punjab to detect traffic violations in real-time. While this system has improved enforcement and accountability, occasional errors in number plate recognition or ownership mismatches can occur, leading to incorrect challans.
The introduction of an email complaint process is designed to:
- Provide a convenient, contactless solution for citizens.
- Reduce foot traffic and delays at physical traffic police centers.
- Encourage the use of digital tools and paperless documentation.
- Build public trust in the e-challan system by offering a fair dispute resolution process.
Public Response and Impact
Initial public feedback has been positive, particularly from working professionals and senior citizens who often find it difficult to physically visit traffic offices.
“I was wrongly fined for a red-light violation last month while my car was parked at home,” said Ahsan Raza, a Lahore resident. “Thanks to the new email system, I submitted my complaint with proof and received confirmation within days.”
Transport analysts believe this initiative is another step toward modernizing traffic law enforcement in Pakistan, aligning it with practices seen in digitally progressive countries.
Safeguards Against System Misuse
To prevent misuse or spamming of the email system, PSCA has put in place internal controls and verification protocols. Complaints that lack sufficient information or appear frivolous will not be processed. Citizens are advised to:
- Use their official email addresses for submission.
- Include accurate registration details and supporting evidence.
- Avoid repeated emails unless follow-up is necessary.
What to Expect After Submission
Once a complaint is submitted:
- The citizen receives an acknowledgment of receipt.
- PSCA analysts review the relevant traffic camera footage and case file.
- If the complaint is validated, the e-challan is canceled in the system, and the vehicle owner is notified via email.
- If the complaint is rejected, the fine remains enforceable and must be paid before the due date to avoid penalties.
The process is designed to be completed within a few working days, depending on the volume of complaints received.
Future Plans and Digital Expansion
According to PSCA sources, this initiative is part of a broader push to digitize citizen services and reduce bureaucratic delays. The authority is considering:
- Launching a dedicated online portal where users can track complaint status.
- Integrating the complaint system with the City Traffic Police mobile app.
- Sending SMS/email notifications for both challan issuance and complaint resolution.
Such digital initiatives align with the government’s broader vision of e-governance and smart city solutions.
Conclusion
The Punjab Safe Cities Authority’s decision to introduce an email-based e-challan complaint mechanism reflects a growing commitment to digital transformation, transparency, and citizen facilitation. By eliminating the need for physical visits, this system provides an easy and accessible way for the public to correct errors and maintain trust in the traffic enforcement process.
For now, citizens are encouraged to save the complaint email addresses and stay informed about their traffic violations, ensuring that any disputes can be resolved efficiently and without unnecessary hassle.
