Govt departments: Public complaint mechanism to be established

Ministries to submit compliance report to ombudsman by January 31

A meeting with senior representatives of all federal ministries was held in Federal Ombudsman Secretariat concerning the resolution of public complaints within 15 days at the government agency level.

The meeting was chaired by Hafiz Ahsaan Ahmed Khokhar, Senior Adviser (Law)/Grievance Commissioner for Overseas Pakistanis Federal Ombudsman.

Hafiz Ahsaan Ahmad Khokhar said that all federal government departments should establish public complaints mechanism within 15 days at agency’s level by January 31, 2017 as per earlier instructions issued by Ombudsman Secretariat.

He also said that heads of all ministries/divisions/attached departments/subordinate offices/statutory bodies/organisations must allocate one hour to be declared as citizen hour for redressal of public issues.

He also said that all agencies should share their information technology link for resolution of public complaints with the website of Wafaqi Mohtasib Secretariat. Khokhar said that a helpline with dedicated number should also be installed in all government departments for public help and guidance.

He said that all notifications, brochures, SoPs, contact details etc. of agencies should be made available to the public. He added that the complaint cell should be housed in a separate dedicated space in every ministry/division/attached department/subordinate office/statutory body/organisation.

It was decided in the meeting that all ministries/ divisions/attached departments/ subordinate offices/ statutory bodies/organisations would submit compliance report to Federal Ombudsman Secretariat by January 31, 2017.

 

Published in The Express Tribune, January 16^th, 2017.