Zubair Qureshi
The office of the Federal Ombudsman or Wafaqi Mohtasib (WM) established on January 24, 1983 through a presidential order has disposed of millions of complaints (2 million to be exact) filed mostly by the less-privileged class of society—retired government employees, pensioners, widows, general public and even overseas Pakistanis.
This course of public relief and assistance took a new dimension and pace after the current Wafaqi Mohtasib Ejaz Ahmad Qureshi took the charge of his office back in December 2021. During the two-year period countless cases were resolved in a record period of time and the office of the Ombudsman expanded its operation in far and wide areas of Pakistan as well. Pakistan Observer in an exclusive interview with Wafaqi Mohtasib on the eve of the 41st anniversary learned about the wonderful work he and his team are doing across the country.
Pakistan Observer: What is the role and scope of the WM particularly in addressing public complaints against mal-administration? How can awareness drive enhance public knowledge about the Ombudsman?
Wafaqi Mohtasib: First of all, I must compliment you for sparing time to share the momentous occasion of the 41st anniversary of the office of Ombudsman. This is indeed a moment of fulfillment as we can claim with clear conscience that we have done our level best in providing relief to the public against the government ministries and agencies, for instance WAPDA, IESCO, SNGPL, SSGPL, BISP, Pakistan Post, NADRA. The aggrieved public can file complaints against almost all the ministries and their attached bodies except Defence and Foreign Affairs ministries. There too, we can intervene and issue directions in certain areas like overseas Pakistanis and the complaints by the civilians working in the Defence Ministry.
PO: How does the WM redress the grievances?
WM: This forum provides them speedy and free of cost relief against their grievances. In providing relief to the complainants we use both formal and non-formal channels and the recent advancement in information technology has also proved a landmark achievement in speedy relief. All complaints are to be decided within a 3 to 4 month time.
President Dr Arif Alvi during his visit to the office of the WM directed us to intensify the awareness campaign with a view to informing the people about the role of the institution in provision of speedy and cost-effective justice against mal-administration.
PO: Do you have a year-to-year record of complaints filed with the WM and what is the rate of their disposal/implementation?
WM: We take up all complaints and grievances as per standard practice. Our concerned advisers/commissioners after holding inquiry and necessary investigation direct orders. The implementation rate is almost 85pc and we face problems only in those cases which are either pending before the courts or involve land matters. I feel highly obliged to inform you that there has been a phenomenal increase in filing of complaints and in the year 2023 alone we received 194,099 complaints against the Federal Government agencies. This number is 22pc higher than the complaints filed in the previous year i.e. 2022. This means out of 194,099 complaints, 193,038 have been decided. PO: What is the procedure to provide relief to the people in the far-flung areas?
WM: Our regional offices visit tehsils and districts and provide relief to the people virtually at their door steps. This is something never heard of in the past.
PO: How can service delivery and efficiency of the government ministries and departments improve and has WM conducted any study or submitted recommendations in this regard?
WM: Besides looking into day-to-day complaints of general nature we also conduct and carry out studies particularly for those departments against whom we receive complaints. This also includes their capacity building.
PO: What incentives have you taken for overseas Pakistanis and for improving other government ministries and agencies?
WM: We have set up One Window Facilitation Desk (OWFD) at all the international airports for quick and speedy access to facilitate the overseas Pakistanis. Our teams also visit hospitals to monitor facilities such as free medicines, tests particularly for the elderly patients and women. WM’s regional offices have been set up in Balochistan, KP and other interior of Sindh to bring comfort to the people at their doorsteps. Our next plan is to open offices in AJK and Gilgit Baltistan.
