Muhammad Asim
The Right to Public Services Commission (RPSC) has emerged as a pivotal institution aimed at enhancing the quality and accessibility of public services across various jurisdictions. Established to ensure that citizens receive timely and efficient services, the RTPSC operates under the umbrella of various governmental frameworks that prioritize transparency and accountability.
On September 5, 2022, two unmarried sisters filed a complaint with the RTPS Commission regarding unresolved issues with the inheritance mutation and demarcation of their late father’s property. Despite repeated appeals to various forums, no action had been taken to address their concerns. Upon receiving the complaint, the Commission thoroughly reviewed the submitted documents and scheduled a personal hearing on September 15, 2022. The Tehsildar and Halqa Patwari attended the hearing in person, while the petitioners joined online from the DMO Office in Shangla. During the hearing, the Tehsildar explained that the sisters’ rightful share had been calculated as 29 kanals and 11.5 marlas of land, and possession of the property had been handed over to them. The petitioners confirmed this information, stating that they had indeed received possession of the land. However, they also expressed concerns about their safety, as they had no male relatives to support them and were living in a vulnerable situation. Taking their circumstances into account, the Commission directed the Deputy Commissioner of Shangla to appoint a trustworthy individual to assist the sisters in managing their inherited property and ensure their safety. The inheritance mutation and land demarcation process were finalized, and the rightful ownership of the land was transferred to the petitioners. Additionally, the Commission ordered the transfer of the Tehsildar to another division after identifying irregularities in his conduct during the proceedings. This step was taken to uphold transparency and accountability.
A resident of District Abbottabad filed a complaint about the non-registration of an FIR for his stolen Suzuki Mehran car, despite contacting the DPO, DSP, and SHO. He presented his grievance through an online hearing from the DMO office in Abbottabad. The case was forwarded to the DPO Abbottabad with instructions to resolve the issue within the stipulated timeframe and investigate the SHO’s negligence. When no action was taken, the Commission issued a show-cause notice to the DPO. Eventually, the FIR was registered by the SHO of Police Station Mirpur. However, due to delays, the Commission directed disciplinary action against the SHO and withheld the DPO’s monthly salary under section 6(4) and section 21(2) for noncompliance. After corrective actions were taken, the withheld salary was released. This case highlights the Commission’s commitment to accountability and timely delivery of public services.
On May 3, 2023, a citizen from District Nowshera filed a complaint regarding the delayed issuance of a Fard, a service required under the RTPS Act of 2014. He presented his case online from the DMO office in Nowshera. The case was forwarded to the Deputy Commissioner Nowshera with instructions to resolve it within 30 days as mandated by the Act. When no action was taken within the specified period, a show-cause notice was issued to the DC. Following this, the Fard was promptly issued by the concerned Patwari. To address the delay, the Patwari was fined Rs. 10,000, directly deducted from his monthly salary and the Complainant is entitle to receive 70% of the imposed fine under section 13 of RTPS Act, 2014, if the citizen apply for the compensation due to non-provision of said service timely.
As public expectations rise and demand for accountability grows, the RTPSC has become a vital mechanism for addressing grievances, ensuring adherence to service timelines, and fostering a culture of responsiveness among public servants. By implementing innovations such as digital service delivery platforms, citizen feedback systems, and performance monitoring frameworks, the commission has sought to create an environment where the right to public services is not just enshrined in policy but actively practiced.
The Author is a retired District and Session Judge, Currently working as Commissioner in the RTPSC.
