The Federal Ombudsman has directed all the federal government departments to set up public complaints and helpline mechanism for redressal of public grievances in two weeks and to report on the next hearing.
The directives have been issued by Hafiz Ahsaan Ahmad Khokhar, Senior Advisor (Law) and Grievance Commissioner for Overseas Pakistanis to Federal Ombudsman, as per instructions of Federal Ombudsman Salman Farooqi, said a press release.
He advised all the federal government departments that the public resolution and helpline mechanism be established under the supervision of an Officer (BS-19) within the Ministry /Division/ Attached Departments/ Subordinate Offices/ Organisations and should unfold to the public that where to complain, how to complain and what information /material / procedure is required when they will lodge a complaint. He said that departments have been asked to provide assistance to those who would file complaint with further information of about processing mechanic of their complaints.
According to Grievance Commissioner, this would be the first time in Pakistan when all the Federal Government departments have been directed to establish their independent public resolution and helpline mechanism of public issues. He also directed the FG departments to also establish a feedback system to the complainants which is an essential feature of an effective compliant management system and the complaints should be processed in minimum time.
He also asked the departments that information regarding the facility of filing of complaints in Federal Ombudsman's Secretariat along-with its contacts numbers may also be placed on the websites and premises of Ministry/ Division/ Attached Departments/ Subordinate offices/ Organisations.