Privacy & CNIC Handling Notice

What we collect and why

To resolve a complaint we collect the minimum personal data required: your name, CNIC number (for identity verification and duplicate/abuse control), contact number, and the district and organization related to the issue. Institute and vendor accounts additionally hold NTN, NAVTTC registration number and NSIS ID — used solely to route your request to the responsible office and to report back to you.

How your CNIC and PII are protected

• Role-based masking. Full CNIC and contact details are visible only to staff handling your case. Listings, exports and PDFs show masked values (e.g. 35202-•••••-7) at operational levels.
• Sensitive cases. Tickets flagged sensitive receive stricter masking — regional and operational staff cannot unmask them; only the dedicated escalation chain can.
• Access trails. Every state change on a ticket is written to a tamper-evident audit log, including who acted and when.
• No sale, no sharing. Personal data is used only for redressal, verification and statutory NAVTTC reporting. It is never sold or shared with third parties for marketing.

Retention

Complaint records are retained for the period required by Government of Pakistan record-keeping rules, after which they are archived or destroyed securely. Anonymous statistics (resolution rates, category counts) may be published after removing all identifying information.

Your rights & contact

You may request correction of your personal data at any time via the Facilitation Desk helpline 0800-88866 or by filing a service request on this site quoting your ticket reference. Data-handling concerns can also be raised as a “sensitive” complaint, which routes directly to senior oversight.