DLP Report
PESHAWAR
The regional head of the Wafaqi Mohtasib in Khyber Pakhtunkhwa has directed federal agencies operating at Bacha Khan International Airport to ensure smooth, transparent and passenger-friendly services and remove unnecessary hurdles, particularly for overseas Pakistanis.
Regional head Muhammad Qasim Jan issued the directives during a surprise inspection of the airport on Thursday to review the functioning of the One Window Facilitation Desk (OWFD) and the facilities available to passengers.
Accompanied by Deputy Adviser Bakhtiar Gul and other officials, Mr Jan visited international counters, lounges, the OWFD and counters of various agencies and interacted with their representatives.
The inspection covered the Pakistan Airports Authority, Federal Investigation Agency (Immigration), Airports Security Force, Anti-Narcotics Force, Pakistan Customs, National Database and Registration Authority, Pakistan International Airlines, Bureau of Emigration and Overseas Employment, Directorate General of Immigration and Passports, Overseas Pakistanis Foundation, Border Health Services and Overseas Employment Corporation.
Passengers apprised the inspection team of problems relating to facilitation, immigration, security, customs and baggage handling. The complaints were taken up with the officials concerned and several grievances were resolved on the spot, according to a statement issued by the Wafaqi Mohtasib’s regional office.
Following a complaint by a woman passenger, the Anti-Narcotics Force directed that only female personnel would conduct luggage checks of female passengers.
Mr Jan stressed the need for effective functioning of the OWFD as a common platform for addressing complaints and difficulties faced by overseas Pakistanis. He also directed the agencies to ensure the presence of their officials at the desk, maintain complaint records and ensure prompt disposal of grievances in accordance with the relevant standard operating procedures.
He said all federal agencies at the airport must maintain close coordination to minimise inconvenience to travellers and eliminate unnecessary procedural delays, particularly in immigration, security checks, customs and baggage handling.
Mr Jan said inspections and monitoring of public-facing federal institutions would continue under the directions of Wafaqi Mohtasib Naveed Kamran Baloch to improve service delivery, address maladministration and ensure speedy redress of public complaints.
