DRAP complaint portal: how to complain about a medicine or a pharmacy
To complain to DRAP about a medicine or a medical store, use the Complaint Registration form on DRAP's track and trace portal, drugtrace.dra.gov.pk, or the official Mehfooz Dawa app. DRAP's toll-free number is 0800-03727. Include the medicine's name and batch number, where you bought it, and photos.
جعلی دوا کی شکایت کیسے کریں؟ ڈریپ کے پورٹل drugtrace.dra.gov.pk پر Complaint Registration فارم بھریں یا محفوظ دوا ایپ استعمال کریں۔ دوا کا نام، بیچ نمبر، دکان کا نام، رسید اور تصاویر ضرور شامل کریں۔ ڈریپ کا ٹول فری نمبر 0800-03727 ہے۔
What you can complain about
DRAP's online form lists these complaint types:
| Group | Examples from the form |
|---|---|
| Product quality | Colour change, odour, poor dissolution, broken seals; label errors, missing leaflets, contamination; substandard products |
| Suspected fakes | Suspected falsification; unregistered products; illegal import or distribution |
| Product failure | An adverse event that suggests the product failed |
| Storage and supply | Storage or handling concerns; cold chain breach; distribution irregularities |
| Illegal stock | Expired or illegal stock in circulation |
| Sellers and makers | Pharmacy or medical store related; manufacturing practice concerns |
What the form asks for
- Reporter detailsReporter type (patient or public, healthcare professional, pharmacy, hospital), name, phone and email. There is a "Submit Anonymously" option.
- Medicine detailsBrand name, generic name, strength, dosage form and batch or lot number.
- Complaint detailsComplaint type, a short title, a detailed description, the pharmacy or facility name and the location.
- EvidenceAttach clear photos. The official app's listing says it also supports photo attachments and location tagging.
How to report fake medicine to DRAP: collect this first
- The pack, strips and any remaining medicine. Do not throw them away.
- The receipt, or a note of the shop, date and price paid.
- Photos of the square code, batch, expiry, registration number and printed price.
- A screenshot of the scan result if the pack failed verification.
How to complain about pharmacy overcharging
A retailer may not charge more than the maximum retail price printed on the pack. If that happens, photograph the printed price, keep the receipt and report it. You can check a medicine's official price first in our DRAP price search, and read how MRP works.
Other places to report
- Provincial drug control departments and drug inspectors license and inspect pharmacies locally.
- Side effects go to DRAP's pharmacovigilance centre; see reporting a side effect.
- Medicine not available has its own form; see reporting a medicine shortage.
For the step-by-step on a suspected fake, including what to do with the pack, see how to report fake medicine.
DRAP complaint number and channels: which for which problem
| Problem | Best channel | Also useful |
|---|---|---|
| Suspected fake or substandard medicine | DRAP Complaint Registration form | Official Mehfooz Dawa app with photos |
| Pack fails verification | Complaint form, type "suspected falsification" | Tell the pharmacy; keep the pack |
| Overcharging above printed price | Complaint form, "pharmacy / medical store related" | Provincial drug control department |
| Expired stock on sale | Complaint form, "expired / illegal stock in circulation" | District drug inspector |
| Fridge medicine sold warm | Complaint form, "cold chain breach" | Tell the pharmacist |
| A harmful reaction | Pharmacovigilance report | Complaint form if the product seems faulty |
| Medicine not available anywhere | Shortage form | Ask your doctor about alternatives |
A strong complaint, written out
Title: Pharmacy charging above printed price for [brand] 10's
Description: On 5 November 2026 at [pharmacy name, street, city] I was charged Rs. 800 for [brand and strength], pack of 10, batch [number]. The price printed on the pack is Rs. 647.69, which matches DRAP's price index. The pharmacist said it was the "new rate". Receipt and photos of the printed price attached.
Notice what makes it work: the exact product and pack size, a date and place, the printed price, the official price checked in our price search, and evidence. For a suspected fake, describe what was wrong instead: the scan result, the printing, the seal, how the medicine looked or worked.
Tracking your complaint
If you give an email address, keep any acknowledgement or reference you receive. The portal's citizen sign-in and the official app's listing both mention tracking submitted reports, so registering as a citizen reporter makes it easier to follow up. If nothing happens for a long time, follow up through the same channel, quoting your reference, or call the toll-free number 0800-03727.
Mistakes that weaken a complaint
- No batch number. Without it, inspectors cannot trace the stock.
- No shop name or address. The complaint cannot be acted on locally.
- Throwing away the pack. The evidence is gone.
- Only general anger, without the facts of what happened.
- Posting on social media instead of filing. Posts can raise awareness, but only a filed complaint reaches the regulator.
Shikayat ka tareeqa
- Saboot sambhaleinPack, strips aur raseed rakhein; code, batch, expiry aur qeemat ki tasveerein lein.
- Form kholeindrugtrace.dra.gov.pk par "Complaint Registration" ya Mehfooz Dawa app.
- Tafseel likheinDawa ka naam, batch, pharmacy ka naam aur jagah, aur kya ghalat hua.
- Jama kareinReference number sambhal kar rakhein. Zaroorat ho to 0800-03727 par call karein.
After you complain
Keep using a verified replacement medicine if you need it; do not wait for the complaint to be resolved. Keep the suspect pack until you are sure it will not be needed as evidence. If an inspector or DRAP officer contacts you, they may ask to collect the pack, see your receipt and know where you bought it.
Not sure which DRAP website or login you need? Our map of DRAP online services lists each portal and what it is for.
Questions people ask
What is the DRAP complaint number or helpline?
DRAP's website lists a toll-free number, 0800-03727. Written complaints with details and photos, through the online complaint form or the official app, are easier to track than a phone call.
Jali dawa ki shikayat kahan kare?
DRAP ke track and trace portal (drugtrace.dra.gov.pk) par "Complaint Registration" form bharein, ya official Mehfooz Dawa app se complaint karein. Dawa ka naam, batch number, pharmacy ka naam aur tasveerein zaroor shamil karein.
How do I complain about a pharmacy overcharging?
Keep the receipt and a photo of the printed retail price. Report it through the official Mehfooz Dawa app, whose listing includes over-priced products, or to DRAP and your provincial drug control department. The Pakistan Citizen Portal is another route for complaints to government departments.
Can I complain anonymously?
DRAP's online complaint form has a "Submit Anonymously" option. Giving contact details helps investigators follow up and lets you track the complaint.
Is a complaint the same as reporting a side effect?
No. A complaint is about a product or seller problem. A suspected side effect is reported to the pharmacovigilance system, although the complaint form also has a category for adverse events that suggest product failure.
How do I complain about overcharging on medicine?
Photograph the printed price on the pack, keep the receipt, and file a complaint on DRAP's Complaint Registration form or the official Mehfooz Dawa app, choosing the pharmacy-related type. Our price search helps you confirm the official price first.
Medical store ki shikayat kahan karein?
DRAP ke portal par Complaint Registration form mein "Pharmacy / medical store related" chunein, ya apne sooba ke drug control department se raabta karein.
Can healthcare professionals use the same form?
Yes. The form has reporter types for healthcare professionals, pharmacies and hospitals as well as the public.
Is there a fee to file a complaint with DRAP?
No. Filing a complaint is free. Be wary of anyone who asks for payment to file one for you.
Can I complain about a pharmacy in another city?
Yes. Give the pharmacy's full name and address and the city. DRAP and the provincial departments can pass it to the right office.
What is the DRAP helpline number?
DRAP's website lists the toll-free helpline 0800-03727.
جعلی دوا کی شکایت کیسے کریں؟
ڈریپ کے پورٹل drugtrace.dra.gov.pk پر Complaint Registration فارم بھریں یا محفوظ دوا ایپ استعمال کریں۔ دوا کا نام، بیچ نمبر، دکان کا نام اور تصاویر شامل کریں۔
