The things people ask before they file their first report — what the clock means, what upvotes do, and what happens to a fee once you have paid it.
The category you pick decides the department and the ward decides the officer, so the report routes itself — you never have to know who owns what. You get a tracking id straight away in the form of CC-2026-000123, and the SLA clock starts at that moment.
No. The tracking id is enough, and it shows status and timeline only — no name, no address, no phone number. That is deliberate: you can hand the id to a neighbour or a landlord without handing over your details.
Yes, and it helps. Attachments are added once the complaint exists — the form hands you the tracking id first, then takes the photos — because an attachment has to belong to something. You can add more later from the complaint page.
Back theirs instead. Crossing ten upvotes lifts a complaint one priority level — once, when it passes ten, not another step per ten. Even so, one report fifty neighbours stand behind outranks fifty separate reports that each start at the bottom.
Every category carries its own target, set by how dangerous the problem is rather than how loudly it is reported. The current targets are Dangling power cable 12h, Garbage not collected 24h, Sewer overflow 24h, Water supply disruption 24h, Waterlogging 24h, Street light not working 48h, Illegal dumping 72h, Pothole 72h, Broken footpath 120h, Damaged road divider 168h.
A breach escalates the complaint without anyone having to ask. The countdown stays visible on the complaint the whole time, before and after, so a missed target is on the record rather than quietly reset.
No. The counter closes on Friday and Saturday; the clock does not.
The assigned officer posts proof when they close the job — you see what was done, by whom and when, on the same timeline as everything else.
Yes, but not indefinitely: a complaint can be reopened twice, and only within seven days of being marked resolved. Both limits are settings an administrator can change, and the API refuses past either — so if a pothole comes back a month later, file a fresh report rather than waiting on a reopen. A reopen keeps the original tracking id and history, so the repeat stays visible.
Yes, from the complaint page, as long as the work has not already been done. It stays in your history marked as cancelled rather than disappearing.
Birth certificate copy is ৳50, Building plan approval is ৳5,000, Bulk waste pickup is ৳800, Holding tax payment is ৳1,500, Trade licence renewal is ৳2,500. Each application takes its documents and its fee in the same flow.
Through SSLCommerz. You leave CityCare for the gateway, pay there, and come back to a result page. Every successful payment has a receipt and a transaction id attached to the application — CityCare never sees or stores your card.
Nothing is charged and the application stays where it was, waiting for payment. You can start the payment again from the application page whenever you are ready.
You can request one against a completed payment with a reason attached. It goes to an administrator to approve rather than being automatic, and the decision is written to the audit log either way.
Yes, and it is off by default for residents. Turn it on from Account → Security and new sign-ins ask for a six digit code by email. You can mark a browser as trusted so it stops asking on that one device, and revoke that trust later from the same place.
Account → Devices lists every live session with its device and last activity, and you can end any of them. Account → Security keeps a log of sign-ins, successful and failed.
Account → Your data exports what CityCare holds about you — your reports, applications, payments and account history.
Anyone with the tracking id sees status and timeline. Your name, address and contact details are visible only to you and to the staff working the complaint, and every staff view of a record is written to the audit trail.
The department desks answer things this page does not.