Only two percent awaiting decision: Federal ombudsman disposes of 70,173 complaints in 2018

Federal Ombudsman disposed off 70,173 complaints out of around 78,000 it received against different government organizations during the year 2018 and only two percent are awaiting a decision. During the current year (2019), the institute has received around 33,704 complaints and institution is utilizing all the available resources to redress the issues of the complainants.
"Recently a mobile app and new website have also been launched to take advantage of the latest Information Technology (IT) for providing relief to the masses," said Khawaja Adnan Zahir, Director General Wafaqi Mohtasib Lahore Region while talking to Business Recorder here on Thursday.
Khawaja Adnan Zahir said that they entertain 250-300 complainants daily in his office and eager to take more complaints. He said that people should come to their institute for solution of their issues as our officers' issue on the spot orders to resolve the hardships thus ensuring provision of cheaper justice on the door step of the complainants.
He said that officers of the Regional Office Lahore also visit Okara, Deepalpur, Sheikhupura, Muridke, Raiwind and Kasur on monthly basis to listen problems of the masses on their doorstep and ensure its resolution. He said that every complaint is resolved within 60 days and people need no lawyer or deposit any fee to get their problems redressed.
To a question he said that 247 focal persons have been appointed in different government departments and 125 departments are connected with the Wafaqi Mohtasib Secretariat through computer while 20 other institutes are connected through comprehensive network. He said that under this system, if a complaint is not addressed within 30 days then it is automatically referred to the system of the institute and an action is initiated.
He said those 20 institutes have been connected through comprehensive network against whom majority of complaints are filed. DG further disclosed that the institute had also set up one-window desk at all the international airports of the country to listen to the grievances of the passengers with 24 hours presence of its representatives.
He claimed that 146,000 complaints were received through these desks during 2018 and were resolved amicably. Regarding performance of the Lahore Region, he said that during the current year it has resolved 6,378 out of which 4,352 were against LESCO and 725 were against the SNGPL. 325 complaints were filed against postal department and resolved, 77 against NADRA, 71 Pakistan Railways and 577 complaints against other federal institutions. He said implementation ratio on these complaints were 91.62 per cent. Khawaja Adnan Zahir while concluding his remarks urged the people to come to the institute of Wafaqi Mohtasib where their issues are well taken care without any fee and without any delay.