In 2023, the Wafaqi Mohtasib of Pakistan handled an unprecedented total of 194,099 complaints concerning the maladministration of government departments, marking an 18 percent increase from the previous year. Out of this staggering figure, 193,028 complaints were effectively addressed, reflecting a notable 22 percent surge compared to 2022. This significant data was disclosed by Wafaqi Mohtasib, Ejaz Ahmad Qureshi, during his audience with President Asif Ali Zardari, where he presented the Annual Report of the Federal Ombudsman at Aiwan-e-Sadr.
During the meeting, the Mohtasib elaborated on the performance metrics and proactive measures undertaken by the Federal Ombudsman. He emphasized the institution’s commitment to furnishing prompt and cost-free justice to complainants aggrieved by the maladministration prevalent in various government departments. Highlighting the escalating utilization of digital platforms, he noted a substantial rise in online complaints, totaling 49,190 in 2023, constituting a significant 47 percent uptick from the previous year. Furthermore, he highlighted a 21 percent increase in complaints received through the Mobile App, reaching a total of 22,321, compared to the year 2022. Leveraging cutting-edge technology, the Mohtasib’s office endeavors to expedite case resolution and broaden its accessibility, especially to citizens residing in remote regions across the country.
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The Mohtasib underscored the efficacy of several strategic initiatives, including the establishment of new regional offices, the organization of Khuli Katcheries (open courts), the introduction of the Informal Resolution of Disputes mechanism, and the deployment of Mohtasib’s inspection teams. These endeavors not only facilitated the redressal of complaints but also significantly boosted the registration of grievances. Additionally, he highlighted the noteworthy performance of the Overseas Pakistanis office within the Wafaqi Mohtasib Secretariat, which processed an extraordinary tally of 202,367 complaints received through Pakistan Missions abroad, in tandem with the operational One Window Facilitation Desks located at all international airports throughout the nation.
Expressing his commendation, President Zardari lauded the Mohtasib’s commendable performance and stressed the imperative of augmenting outreach efforts to maximize the populace’s benefit from its services. The president emphasized the continual need for further steps aimed at broadening the institution’s reach and efficacy in serving the citizens of Pakistan.
