ISLAMABAD
On January 24, 1983, the Wafaqi Mohtasib, a federal ombudsman institution, was established in Pakistan through a Presidential Order. Since its inception, the institution has played a crucial role in providing administrative justice to the people, in line with the constitutional provisions outlined in Article 37(d).
The Wafaqi Mohtasib was established with clear objectives aimed at diagnosing, investigating, redressing, and rectifying injustices resulting from maladministration. The institution serves as a watchdog, undertaking investigations into allegations of maladministration against government agencies and their officials. Additionally, it aims to provide speedy relief to citizens by addressing their grievances promptly, contributing to the promotion of good governance.
The Wafaqi Mohtasib may also conduct studies to identify the root causes of corrupt practices and injustice, recommending steps for their eradication. Maladministration and bad governance are intricately linked, thriving in environments marked by favoritism, discrimination, and corruption. The President’s Order defines maladministration as actions contrary to law, rules, or regulations, departure from established practices, and decisions based on irrelevant grounds.
Addressing maladministration becomes crucial for upholding human rights, achieving good governance, and establishing the rule of law.The Wafaqi Mohtasib has shown remarkable performance in handling public complaints. In 2023 alone, the institution received and processed a record 194,106 complaints, with 193,030 being successfully disposed of, marking an 18% increase from the previous year.
The implementation rate of decisions reached an impressive 85.4%, with relief granted to complainants amounting to Rs. 4.898 billion. The availability of options for review or representation ensures transparency and accountability in the resolution process.
To extend its reach, the Wafaqi Mohtasib has established Regional Offices and Complaint Collection Centres across the country. Outreach Complaint Resolution (OCR) mechanisms, Khuli Katcheries (Open Katcheries) systems, and the use of Information Technology have been employed to provide speedy redressal of complaints, especially in remote areas.
The introduction of the Integrated Complaint Resolution (ICR) system and the emphasis on online hearings further demonstrate the institution’s commitment to leveraging technology for efficient complaint resolution. Recognizing the significant contributions of overseas Pakistanis, the Wafaqi Mohtasib has dedicated resources to address their concerns.
One Window Facilitation Desks (OWFDs) at international airports and a Grievance Commissioner for Overseas Pakistanis ensure responsive services for the diaspora.
The institution also focuses on the welfare of children, with a dedicated helpline and initiatives like the Zainab Alert Response and Recovery Act 2020.In 2018, the Supreme Court entrusted Wafaqi Mohtasib with studying the country’s criminal justice system and suggesting reforms.
The subsequent Committee’s recommendations included measures to improve prison conditions, online meetings for prisoners, and better facilities for their health and education. Quarterly progress reports submitted to the Supreme Court highlight ongoing efforts to implement these reforms.In line with its mandate, the Wafaqi Mohtasib conducts studies on systemic issues, contributing valuable insights to improve service delivery in various sectors.
Independent professionals and experts prepare these studies, and recommendations are forwarded to relevant ministries for implementation. The ongoing study, “Objective Assessment of the Working of Wafaqi Mohtasib Secretariat,” reflects the institution’s commitment to continuous improvement.
The Wafaqi Mohtasib, as the first ombudsman institution in Pakistan, has played a pivotal role in providing administrative justice, upholding human rights, and promoting good governance. Through its multifaceted approach, the institution has successfully addressed maladministration, streamlined complaint resolution processes, and embraced technology to enhance accessibility.
Ejaz Ahmed Qureshi, as Wafaqi Mohtasib, and his dedicated team have contributed significantly to the prominence and international recognition of the institution, ensuring that it continues to serve as a beacon for administrative accountability and justice in the country.
