Federal Ombudsman introduces new system

Resolve complaints in 15 days

Staff Reporter

Islamabad—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 advise of Federal Ombudsman Pakistan, M Salman Faruqui.
He said through new complaint management system , public complaints cells have been established in all 183 federal govt 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 govt 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 computerized system to the website of federal ombudsman secretariat for its resolution.
He said that all federal govt 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.
He said through introduction of new complaints resolution system public grievances at department level would be resolved in minimum time and it would also improve the working and image of government departments.

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