Islamabad: Federal Ombudsman Naveed Kamran Baloch has said that his office received 256,000 complaints last year, with the highest number relating to the power sector, Benazir Income Support Programme (BISP), passports, Nadra, and the Employees’ Old-Age Benefits Institution (EOBI).
In an exclusive interview with a panel of Jang Media Group, Baloch said 250 federal government institutions, including the Prime Minister’s Office and Aiwan-e-Sadr, had been connected with the Federal Ombudsman’s web portal, adding that more than 82 percent of the decisions of the Federal Ombudsman have been implemented.
He said 95 percent of the 256,000 complaints were filed by people belonging to underprivileged and middle-class segments who could not afford lawyers, and that matters concerning the Federal Investigation Agency (FIA) and Islamabad Capital Territory also fell within the jurisdiction of the Federal Ombudsman.
Regarding the power sector, Baloch said his office had conducted an analysis of the large number of complaints received against power companies, with the highest level of relief being provided in cases involving power companies that cooperated with the Federal Ombudsman. He said the process of informal dispute resolution was also being activated for quicker settlement of complaints, and that the law allowed the appointment of grievance commissioners for specific sectors, including for overseas Pakistanis and the business community, with Asif Shah serving as the grievance commissioner for overseas Pakistanis. Most complaints from overseas Pakistanis related to passports, Nadra, and land and revenue matters.
The Federal Ombudsman said that if mala fide or maladministration was detected, the institution could take suo motu notice in addition to acting on a complaint, clarifying that the Federal Ombudsman was not a policymaking institution but could submit recommendations for administrative reforms.
He said work was also under way on jail reforms in light of directions issued by the Supreme Court, and that the issue of out-of-school children was another important area, with the institution approaching UNICEF for cooperation on an initiative expected to launch from Islamabad. A study was being conducted to determine the extent of maladministration by government institutions on this matter.
Baloch said the institution aims to decide complaints within 60 days of filing, with measures under way to speed up grievance redressal, noting that defence and foreign affairs matters fell outside the institution’s legal jurisdiction. Appeals against Ombudsman decisions could be filed before the President, with Irfan Qadir dealing with such appeals; the President had upheld 93 percent of the decisions.
Following a meeting with National Assembly Speaker Ayaz Sadiq, an MoU was signed with the National Assembly, establishing a dedicated portal to transmit parliamentary complaints to the Federal Ombudsman. Discussions were also held with the Sindh Chief Minister, Governor Punjab, and Chief Secretary Punjab on digital connectivity, with Baloch stating, “We want to ensure that complainants do not have to go from one office to another for the redressal of their grievances.” Digital links had also been established with Pakistani ambassadors to facilitate complaints from overseas Pakistanis.
Modern technology, including artificial intelligence, was being used to improve the institution’s functioning, with a Complaint Management Information System already established. Baloch said a separate implementation wing had been created to ensure compliance with decisions, noting that the Ombudsman could issue contempt notices and initiate proceedings against institutions that failed to comply, with powers similar to those of a civil court.
Baloch acknowledged that public awareness about the Federal Ombudsman remained limited and said an awareness campaign was being launched to inform citizens about its services.
