Complaints resolution mechanism: FTO takes initiatives to set up helpline system

Federal Ombudsman of Pakistan Salaman Faruqui has taken special initiative in public interest for establishment of complaints and helpline mechanism in all Federal Government Departments and has given the task to Hafiz Ahsan Ahmaad Khokhar, Senior Advisor (Law)/ Grievance Commissioner for Overseas Pakistanis to co-ordinate with all stakeholders.
A meeting regarding establishment of Complaints Resolution Mechanism and Helplines in all Federal Government Agencies / Departments was held on August,25 under the Chairmanship of Hafiz Ahsaan Ahmed Khokhar, Senior Advisor (Law)/ Grievance Commissioner for Overseas Pakistanis, in the Conference Room of the Wafaqi Mohtasib Secretariat, Constitution Avenue, Islamabad.
The meeting was attended by the representatives of relevant Agencies. Hafiz Ahsaan Ahmad khokhar, Senior Advisor (Law)/Grievance Commissioner for Overseas Pakistanis, Federal ombudsman Pakistan gave a detailed presentation on the directions in the context of Law & Justice Commission of Pakistan and asked the Agencies to implement the directions for establishment of complaints resolution mechanism under the supervision of an officer not below BS-19 and to install helpline for public complaints and guidance. He also suggested to the participants to display the broachers /print material regarding ambit of Ministry/Division/Attached Departments for public guidance and awareness.
He also said that the complaints resolution and helpline mechanism may ensure that the public as well as the staff/officials of the ministry may aware ( i) where to complaint (ii) how to complaint ( iii) what information is required (iv) what assistance is available to people who want to complaint (v) how the complaints will process and feedback on these complaints.
He also said that a system of feedback be also introduced so that the people should aware about their status of complaints and resolution thereof. The representatives of all federal ministries / departments had also given their output and admired the initiative taken by Federal Ombudsman Secretariat in public interest which include representatives of Cabinet Division, Finance Division, Ministry of Religious Affairs, Law & Justice Division, Human Rights Division, Establishment Division, Railways Division, , Ministry of Communication, Ministry of Foreign Affairs, Ministry of Housing & Works, Board of Investment, Textile Industries Division and Aviation Division.
Hafiz Ahsan Ahmaad Khokhar, Senior Advisor (Law)/ Grievance Commissioner for Overseas Pakistanis Federal ombudsman Pakistan said that following decisions were also taken during the meeting for compliance;
1.All Ministries will send and ask for compliance of these instructions to their offices / attached departments and subordinate offices in letter and spirit . The complaints handling and Helpline system will be replicated to all attached departments of the every federal agency.
2.Federal Ombudsman Secretariat will design a complaint registration systems for all federal government agencies in which the complainant can first approach directly to concerned agency and the relevant department will be bound to the issue within 15 days from the date of receipt of complaint and If the agency is not taking any action on the respective complaint then this will be transferred in to the I.T system of Federal Ombudsman and will be treated as regular complaint. Compliance report will be submitted to this Secretariat.
3.Federal Ombudsman Secretariat will provide the linkage with its CMIS to all federal agencies for complaint handling .This module will be a pre-registration part of CMIS and it will be used only by federal agencies. Every agency will be bound to enter every complaint to the system.
4.For establishment of Help lines/ UANs all the federal agencies are directed to co-ordinate with M/O Information Technology for obtaining the UANs and needful will be done in next 15 days under the intimation to Federal Ombudsman Secretariat.
5.All Agencies will establish their monitoring and evaluation system in 15 days for resolution of complaints and for Help lines.
6.All Agencies will appoint their Focal Person and design their system of registration of complaints and to respond the queries within prescribed time.
7. Information / Brochures on the working of concerned federal ministries will be designed and displayed at the prominent places and on websites.-PR