ISLAMABAD, October, 2025: In a justice system long plagued by delays and backlogs, Pakistan’s network of ombudsman institutions has emerged as a quiet but powerful revolution. In just the first eight months of 2025, over 350,000 public complaints have been resolved at zero cost, with 96% implementation of recommendations and a pendency rate below 2% beyond 60 days.
This remarkable performance comes as the judiciary struggles with a staggering 2.36 million pending cases, underscoring the efficiency and accessibility of the ombudsman model in contrast to the court system. Since the establishment of Wafaqi Mohtasib in 1983, Pakistan has developed a robust and globally recognized ombudsman framework, covering critical sectors through institutions such as the Federal Tax Ombudsman (FTO), Banking Mohtasib, Insurance Ombudsman, FOSPAH, and provincial ombudspersons.
The Federal Tax Ombudsman, empowered by the FTO Ordinance 2000, has seen a record-breaking surge in performance resolving over 44,000 complaints in four years, with 98% implementation by the FBR. In 2025 alone, the FTO received 25,000 new complaints, reflecting a rising tide of public trust. Average complaint resolution now takes just 34 days, far outpacing the formal legal system and even the FBR’s own ADR mechanisms.
Meanwhile, the Wafaqi Mohtasib disposed of 223,198 out of 226,372 complaints in 2024, with an implementation rate exceeding 93%. Much of this success stems from increased outreach through Khuli Kachehris, digital portals, rural awareness campaigns, and informal mediation resolving over 2,100 cases outside of formal procedures.
The Federal Ombudsperson for Protection Against Harassment (FOSPAH) has also played a transformative role in protecting women and marginalized groups in workplaces, offering a safe, fast, and effective route to justice under the 2010 law.
Pakistan’s ombudsman offices now hold global stature. The FTO currently serves as Secretary-General of the OIC Ombudsman Association, Wafaqi Mohtasib as President of the Asian Ombudsman Association, and the Punjab Ombudsman was recently elected Vice President of the International Ombudsman Institute. The recent visit of Bahrain’s Ombudsman officers for training in Pakistan further testifies to this growing influence.
The secret behind this success lies in independent legal mandates, enforceable powers, and leadership by seasoned bureaucrats who understand how governance works on the ground. The ombudsman model in Pakistan has proven its worth not just as a redressal mechanism, but as a vital partner in national governance and judicial relief.
As Pakistan faces the mounting challenge of public sector maladministration, experts and reform advocates are calling for greater empowerment and integration of ombudsman institutions into the broader justice system. Their proven effectiveness and rising public confidence make them essential pillars of a modern, citizen-centric state.
