Federal Ombudsman Salman M Farugui has said the highest number of complaints, 94,000 were redressed in the year 2016. Addressing a press conference, he said over 80 percent of the complaints redressed through time-consuming mediation.
Salman M Faruqui said the institution of Federal Ombudsman is effectively playing its role as grievance redressal forum and as a mechanism for improving governance. He pointed out that all findings redressed within 60 days during 2014, with zero pendency. Backlog of 75,000 complaints inherited in 2013 also redressed. Earlier, it would take several months to years to redress complaints, he added.
He stated that all findings redressed within 45 days during 2015 and there was zero pendency.
Instant disposal of complaints within agencies introduced in 2016 and complaints redressed within 15 days through Instant Redressal System and that 183 Grievance Liaison Officers notified. The Federal Ombudsman informed that swift disposal of complaints introduced in 2016 and that investigating officers of Federal Ombudsman now hear and decide complaints in headquarters of 133 districts and 511 Tehsils. Decisions are taken in 25 days' time, he added.
There were instant disposal of complaints lodged by Overseas Pakistanis at Facilitation Desks, set up at eight international airports in the country.
Facilitation desk was established at FPCCI headquarters and five Grievance Commissions appointed to hear and decide the complaints in the federal capital.
Facility was introduced for hearing complaints from abroad and far flung areas through Skype and video conferencing. Dedicated phone lines 1055 for general complaints and 1056 for complaints by and on behalf of children have been established. It was further pointed out that new regional offices of Wafaqi Mohatasib Secretariat have been opened in Hyderabad, Swat, Hub, Gujranwala and Bahawalpur to facilitate complainants.
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