PM Imran issues guidelines for redressal of public complaints
Warns officials against dropping complaints without competent authority’s approval
Prime Minister Imran Khan. PHOTO: PID
ISLAMABAD:
Prime Minister Imran Khan on Saturday directed the authorities concerned to ensure that decisions with regard to the resolution of a complaint on the Pakistan Citizen’s Portal were approved by the competent authority.
The directions were also conveyed to the provincial authorities in a letter from the Prime Minister Office, which reiterated that any official or a focal person was not authorised to resolve or drop a complaint until the same has been approved by the authority competent to do so.
NAB chief listens to public complaints first hand
The letter said that no negligence would be tolerated in the resolution of public complaints. It stressed that the administrative head of the organisation concerned would be held responsible for quality of complaint resolution processes.
According to the document, with a view to ensuring quality disposal of complaints received on the PCP some officers' dashboards on the portal were evaluated. “The quality of the disposal of complaints as well as the response indicated that the decisions regarding resolution of the complaints had been taken at the level of the lower subordinate/dashboard handlers,” it said.
“Thus, it is presumed that the dealing persons were neither competent nor empowered by the concerned authority to properly resolve complaints.
Resultantly, the quality of complaints/resolution had largely been compromised and questions of dissatisfaction were being raised both by the public as well as at the level of this office.”
Public complaints: 31 cops penalised for dereliction of duty
The letter clarified that a focal person/dashboard handler, holding a portfolio wherein he/she was competent in his/her official capacity to decide a case, was authorised to resolve a complaint on the PCP.
In case, no formal authorisation was granted to any complaint's dealing officer/official/handler, it would be presumed to have been granted and administrative head of the concerned organisation should be held responsible for the quality of complaint resolution processes.
Prime Minister Imran Khan on Saturday directed the authorities concerned to ensure that decisions with regard to the resolution of a complaint on the Pakistan Citizen’s Portal were approved by the competent authority.
The directions were also conveyed to the provincial authorities in a letter from the Prime Minister Office, which reiterated that any official or a focal person was not authorised to resolve or drop a complaint until the same has been approved by the authority competent to do so.
NAB chief listens to public complaints first hand
The letter said that no negligence would be tolerated in the resolution of public complaints. It stressed that the administrative head of the organisation concerned would be held responsible for quality of complaint resolution processes.
According to the document, with a view to ensuring quality disposal of complaints received on the PCP some officers' dashboards on the portal were evaluated. “The quality of the disposal of complaints as well as the response indicated that the decisions regarding resolution of the complaints had been taken at the level of the lower subordinate/dashboard handlers,” it said.
“Thus, it is presumed that the dealing persons were neither competent nor empowered by the concerned authority to properly resolve complaints.
Resultantly, the quality of complaints/resolution had largely been compromised and questions of dissatisfaction were being raised both by the public as well as at the level of this office.”
Public complaints: 31 cops penalised for dereliction of duty
The letter clarified that a focal person/dashboard handler, holding a portfolio wherein he/she was competent in his/her official capacity to decide a case, was authorised to resolve a complaint on the PCP.
In case, no formal authorisation was granted to any complaint's dealing officer/official/handler, it would be presumed to have been granted and administrative head of the concerned organisation should be held responsible for the quality of complaint resolution processes.