OVER the years, the institution of the Wafaqi Mohtasib has emerged as a strong and effective bulwark against bureaucratic red tape, maladministration, arbitrary decision making and delays, thereby providing relief to millions of downtrodden Pakistanis, who are often at the receiving end and remain a victim of such delays and hiccups.
At independence, the country inherited a colonial type of bureaucratic machinery typically rooted in archaic rules and regulations, which have seldom been updated to meet the requirements of the present age. It seriously hampered the capacity to address public grievances and to provide prompt relief. Secondly, the bureaucracy itself was neither trained nor motivated to respond to such challenges and to find out of the box solutions. Resultantly, the public kept suffering for too long as the outdated system continued to take its toll.
The silent prayers of the people were finally answered in 1983 when the government decided to establish the office of the Federal Ombudsman through a Presidential Order to address such issues. However, in the beginning, it’s functioning remained subdued and the bulk of the people were either unaware of its existence or simply didn’t understand its utility & methodology how to get relief, in case of any wrongdoing by a govt .agency. It was only at the turn of the new century and with the onset of the communication technology proliferation particularly the private media, mobile & Internet, which had helped to turn over a new leaf & gave a big boost to its working.
During the last one decade or so, the institution of the Wafaqi Mohtasib has been catapulted into prominence and the people of Pakistan are literally heaving a sigh of relief over the silver lining that emerged amidst dark clouds. Metaphorically, it’s a whiff of the fresh air, heralding a new era of hope and promise. Free of cost justice and that too at their doorstep is really something taking the people by surprise. It is unparalleled in the country’s 75 years of chequered history.
Not quite used to this type of service delivery & prompt response, the public, pleasantly surprised and elated, is turning to this office for relief in very large numbers. The mediocre multitudes now have something to fall back upon – they are no longer at the mercy of erstwhile bureaucrats and lethargic bureaucracy. Gone are the days of arbitrary and whimsical decision making. Departure from rules can be very costly. Now the people have a voice, it’s the voice of the voiceless, the voice of the meek and humble. They have a door to knock at and to get some sort of relief and comfort. They are not drifting any longer like straws in the wind.
The online system of complaint registration has, in particular, revolutionised the entire concept of service delivery. It’s a dream come true as the mobile phone proliferation has increased temendously in recent years in the country. Now anybody can just send a message in seconds to get his complaint registered. Technology has finally come to our rescue. Combined with a commitment to respond to challenges with regard to bureaucratic excesses, the office is proving equal to the daunting task. The dedicated and vigilant staff is literally burning the midnight oil to redress the public complaints as early as possible.
This wonderful institution has recently completed 40 years of its benign existence. This is a watershed. The commitment of the staff members has been clearly beyond the call of duty. Mandated to undertake any investigation into any allegation of maladministration on part of any Federal government agency or any of its officers or employees, this institution, since its inception, has been engaged in a titanic struggle to undo the wrongs and acts of commission and omission committed by our bureaucracy. With presence in virtually every notable division /district of the country in the form of regional offices, this institution is now a force to reckon with.
The public response has been overwhelming. Wary of bureaucratic red tape, traditional lethargy & inertia, this wonderful institution appears at the national scene just at the right moment as a glimmer of hope. The general public’s growing confidence is reflected in the increasing number of relief seekers.
Nothing illustrates this fact better than the statistics released by the office lately. In 2021, around 110,000 complaints were received, while in 2022, this number rose to more than 164,000. Whereas, in the year 2023, the secretariat received 102,520 complaints till date, while the number of disposed cases stood at 103,291 which included the backlog. This has been a most spectacular and stellar performance by all means.
Thorough investigation & prompt redressal of public complaints is the hallmark of this vibrant institution and is a clear manifestation of the trust and confidence reposed by the people of Pakistan. The Alternative Dispute Resolution (ADR), ie resolving disputes through informal methods by following conciliation and mediation methods, is yet another feather in its cap. It is not only an inexpensive and viable mechanism for dispute resolution but is also expected to reduce load on judiciary, where pendency has always been very high.
Concluding, we may say with a reasonable degree of confidence that this dynamic and vibrant national organisation is here to stay, setting up newer and higher standards of public service, efficiency and transparency–ultimately paving the way for good governance. It is no longer a mirage or illusion, but a most cherished goal worth striving for. It has proved beyond any iota of doubt that with commitment and sincerity and with a team devoted to duty, even a developing country can stand out and carved out for itself a place of honour among the comity of nations. This is about time that other national organisations may strive to match the lofty standards set up by the Wafaqi Mohtasib and become worthy of the same respect and honour. Every challenge has in it inherent numerous opportunities too, provided one has the will and the resolve to rise to the occasion.
views expressed are writer’s own.
