BY ABDUL MAJEEED NIAZI
The performance of the Wafaqi Mohtasib, or Ombudsman, stands as a testament to the provision of swift and free redressal against injustices caused by maladministration.
Over the years, this institution has perfected its mechanism for addressing complaints and has taken significant steps to ensure that justice is accessible to the general public, right at their doorstep. Often referred to as the “poorman’s court,” the Wafaqi Mohtasib relieves complainants from the need to hire advocates or endure protracted litigation processes.
Frequent reports highlighting successful grievance redressals after the intervention of the Wafaqi Mohtasib, such as the compensation of Rs. 800 million to those affected by the Basima-Hoshab road issue, the refund of Rs. 70,000 in excess electricity charges to a Gujranwala resident, and the recovery of Rs. 3 million in savings for an elderly school teacher, underscore the institution’s efficiency and efficacy, further reinforcing public trust.
The practice of ombudsmanship has taken firm roots in Pakistan. As of 2023, the Wafaqi Mohtasib institution proudly celebrates its 40-year journey since its establishment on January 24, 1983. Over 1.9 million households have benefited from its services during this period. Remarkably, the year 2022 witnessed an unprecedented number of complaints processed, with receipts soaring from 110,405 to a record high of 164,174—a 49% increase.
The disposal of cases also hit an all-time high at 157,770, marking a 47.7% surge over the figures of 2021. Notably, the first half of 2023 alone (January – June) has seen 90,660 complaints received and 92,387 resolved, including backlog cases. The institution effectively addressed grievances amounting to over Rs. 3.2 billion in 2022, with a further Rs. 1.55 billion already resolved in the first half of 2023.
The implementation of decisions, orders, recommendations, and findings made by the Wafaqi Mohtasib remains a key focus for its Secretariat, the Wafaqi Mohtasib Secretariat (WMS). In 2023, the rate of implementation stood at an impressive 80%.
Over the past two financial years (2021-23), the establishment has expanded its reach through Regional Offices in remote areas such as Khuzdar (Balochistan), Mirpur Khas (Sindh), Sargodha (Punjab), Swat (KP), and Complaint Collection Centres in Sada (Kurrum Agency) and Wana (South Waziristan Agency).
The credibility of Wafaqi Mohtasib’s decisions is attested by the minimal number of Review Petitions and Representations submitted. In 2022, only 1,348 Review Petitions and 668 Representations were filed, constituting a mere 0.8% and 0.42% respectively of the total complaints resolved.
Under the Outreach Complaint Resolution (OCR) program, Advisors of the WMS successfully disposed of 8,211 complaints in 2022 through visits to tehsil and district headquarters. This approach brings conflict resolution to the doorsteps of the public. In 2023, up to June, 4,520 cases have been addressed under this mechanism.
Inspection Teams established by the Wafaqi Mohtasib have audited various agencies including CDA, Health Institutions, NADRA, NPF, Passport Office, EOBI, USC, BISP, PBM, Islamabad Airport, and gas companies. The subsequent recommendations have been forwarded to the relevant agencies, ensuring consistent improvement.
The interests of overseas Pakistanis are also addressed, with a full-time Grievance Commissioner operating from the Islamabad Head office. One Window Facilitation Desks have been set up in international airports, facilitating 88,150 complainants as of June 30, 2023. Aiding this effort, 1,37,647 complaints/queries were received in 2022 through WMS Grievance Commissioner Cell, showcasing a 133% increase from the previous year.
To expedite complaints lodged directly with federal agencies, WMS has developed an Interface with 182 Federal Agencies in the Complaint Management Information System (CMIS). In cases where resolutions are delayed beyond 30 days, the complaint is automatically transferred to CMIS for resolution within the subsequent 60 days. In 2022, 19,459 complaints were addressed through this system, with 9,527 received up to June this year.
Additionally, Wafaqi Mohtasib has introduced the mechanism of Informal Resolution of Disputes (IRD) for consenting parties as part of the Alternative Dispute Resolution (ADR) system, having already resolved 1,940 cases since April 2022, with 92 ongoing cases.
While focusing on individual complaints, the Wafaqi Mohtasib Secretariat remains committed to addressing systemic reforms as indicated by various study reports. Recent additions to these reports include studies on street children and population control, contributing to public welfare.
Pakistan stands as a pioneer in South Asia for employing the institution of Wafaqi Mohtasib (Ombudsman) to ensure swift and cost-effective justice. Alongside the Forum of Pakistan Ombudsman, Wafaqi Mohtasib is an active participant in IOI and OICOA. Notably, it currently presides over the Asian Ombudsman Association and hosts its Secretariat, projecting Pakistan’s active role in promoting good governance, the rule of law, and human rights on a global scale. (Edited by Marium Tariq)
(Abdul Majeed Niazi’s article celebrates the remarkable journey and accomplishments of the Wafaqi Mohtasib, an institution that has consistently upheld public trust and justice.)
Disclaimer: The views and opinions expressed in this article are solely those of the author and do not necessarily reflect the official position of the newspaper or its editorial team.
