New complaints system: Ministries, departments told to resolve complaints in 15 days

Federal Ombudsman Pakistan has directed all federal government ministries and departments to resolve public complaints in 15 days as per new complaints management system. This was directed by Senior Adviser and Grievance commissioner for Overseas Pakistanis, Hafiz Ahsaan Ahmad Khokhar as per advice of Federal Ombudsman Pakistan, M Salman Faruqui, said a press release issued here on Sunday.
He said through new complaint management system, public complaints cells have been established in all 183 federal government departments and senior officials have been posted in these cells by their respective competent authorities as focal persons and public grievance officers for resolution of complaints.
He further said that new public complaints resolution mechanism has been introduced in all federal government departments to resolve public grievances in minimum time under intimation to complainants and all departments have further been asked to submit monthly progress report in federal Ombudsman secretariat about the status and resolution of the complaints filed with them.
Hafiz Ahsaan said that in case the government departments would fail to respond or resolve the public complaints in 15 days then the complainant would also have a right to file complaint to federal Ombudsman secretariat and further at the same time the pending complaint would also be transferred through Ombudsman computerised system to the website of the federal Ombudsman secretariat for its resolution.
He said that all federal government ministries and departments have been advised for implementing the present new complaint system to set up the system of proper registration of public complaints and of feed back to the complainants about their status or resolution of complaints.