Staff Reporter
The Federal Ombudsman Syed Tahir Shahbaz has said that his office received the highest ever number of complaints during 2020 as 133,521 complaints and disposed of 130,112 complaints. He said that this was the result of its robust awareness campaign launched in the entire country especially in the far flung areas of Pakistan.
The Wafaqi Mohtasib Secretariat on the advice of the Honourable President initiated a number of innovative techniques through traditional and social media to increase awareness among the general public about the use of services being offered. He was addressing a press conference in his office at Islamabad today.
He said that as a result of the awareness campaign 690% increase has been recorded in receipt of online complaints, which jumped from 11289 in 2019 to 77,930 in the year 2020. He said that despite the outbreak of COVID-19 and consequential squeezing of operations, almost all the complaints were processed and decided within the statutory period of 60 days. He further said that 55,591 complaints were received through post or by hand whereas, 16,650 complaints were registered through website, 5999 through Mobile App and 55,281 through Integrated Complaint Resolution System (ICRS).
He said that under the Outreach Complaints Resolution (OCR) Programe, 6113 complaints were disposed of in the year notwithstanding the temporary suspension or subdued operation of OCR from April to July, 2020 due to Covid-19 Pandemic.
Syed Tahir Shahbaz said that speedy and free of cost justice is being delivered at the doorsteps of the people by the institution of Wafaqi Mohtasib. He said that 89% findings have been implemented during 2020. He said that 1103 Review Petitions were filed either by the complainants or the Agencies concerned against the findings of the Wafaqi Mohtasib in 130,112 disposed of during the year. The Review Petitions constituted only 0.84% of the total complaints decided. He said that only 370 Representations were filed to the President which is only 0.28% of the decided complaints.
