Ombudsman links ministries, divisions with its public complaint resolution mechanism

Staff Reporter

Islamabad—The Federal Ombudsman Mr. Muhammad Salman Faruqui has ordered ministries and other such federal departments to link their complaint system with the Public Complaint Resolution Mechanism System of the Federal Ombudsman Secretariat. In this regard, a meeting was chaired by Hafiz Ahsan Ahmad Khokhar, Senior Advisor Law and Grievance Commissioner for Overseas Pakistanis. The representatives of 35 ministries and other attached departments attended the meeting at Ombudsman Secretariat.
Hafiz Ahsan Ahmad Khokhar, Senior Advisor Law and Grievance Commissioner for Overseas Pakistanis asked the representatives of the ministries & departments to establish the Complaints Resolution Mechanism under the supervision of an officer of BS-19 and also establish a helpline for public complaints and guidance.
Mr. Khokhar also gave detailed briefing on the CR Mechanism including processing it and giving feedback to the complainant. As per this complaint mechanism, if the ministry or department fails to reply the complainant within 15 days, it would automatically generate a complaint in the office of Federal Ombudsman. He also directed to send the details of its attached departments within three days. He also directed to appoint a focal person to deal with this CR mechanism system including appointment of a complaint officer.
Mr. Khokhar also offered the training programme to the focal persons and complaint dealing officers in the Ombudsman Office. He said that this system will improve the governance system of the government departments, which would also change the perception about the departments in the public. He also said that with this mechanism, the enquiries against officials etc would have to finalize within a stipulated period. Under this MIS system, the officers would be bound to generate the Annual Confidential Reports (ACRs) within the year, failure which salary would be stopped of the supervisory officer.
He said that no officer would be in a position to black mail any subordinate on the name of ACRs and enquires. He said that with this mechanism, an automatic complaint system would be generated which would not only help the people in the resolution of their problems stridently but also finish the negative burden on the departments. He also said that under this monitoring and evaluation system, a complaint would be resolved within 15 days.

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