Federal Ombudsman Mr. Naveed Kamran Baloch has underscored the importance of strengthening institutional capacity and promoting Informal Resolution of Disputes (IRD) to ensure timely and effective justice for citizens.
Chairing a meeting during his visit to the Wafaqi Mohtasib Regional Office Karachi, Mr. Baloch reviewed the Secretariat’s performance and discussed measures aimed at enhancing service delivery and institutional efficiency. The meeting was attended by Mr. Amir Ahmad Shaikh, Member-in-Charge Karachi and Provincial Coordinator for Sindh, officers from the Regional Offices at Hyderabad, Mirpurkhas, and Sukkur, along with advisors and other senior officials.
The Federal Ombudsman highlighted ongoing reforms to strengthen key operational sections of the Secretariat, including complaint registration, appraisal, implementation, and Informal Resolution of Disputes (IRD). He noted that the induction of experienced officers, capacity-building initiatives, career development programmes, improved human resource support, and the provision of modern office equipment would further enhance institutional performance.
Emphasizing the importance of mediation and conciliation, Mr. Baloch stated that the existing legal framework allows for disputes to be resolved amicably through mediation, including the appointment of mediators where appropriate. He observed that this approach can significantly reduce delays and provide quicker relief to complainants.
He further informed participants that the Wafaqi Mohtasib Secretariat has organized comprehensive training programmes on Informal Resolution of Disputes for officers from headquarters and regional offices to strengthen their capacity in alternative dispute resolution. Plans are also underway to establish a dedicated IRD Wing, named in honour of former distinguished Wafaqi Mohtasibs.
Mr. Baloch also shared that work is in progress on developing a comprehensive media policy, with consultations to be held with relevant stakeholders to promote constructive engagement with the media.
During the meeting, Member-in-Charge Karachi, Mr. Amir Ahmad Shaikh, briefed participants on the Regional Office’s performance. He informed that the Karachi Office has resolved 16,346 complaints during the current year, while maintaining an implementation rate of 79 percent, exceeding the assigned target of 75 percent. He noted that the majority of complaints were related to K-Electric (51%), followed by Sui Southern Gas Company (31%), and NADRA (9%).
Mr. Shaikh also proposed the establishment of a panel of respected mediators comprising eminent citizens and community leaders to facilitate the speedy resolution of disputes involving individuals and private sector organizations through mediation.
The meeting reaffirmed the Federal Ombudsman’s commitment to modernizing institutional processes, expanding alternative dispute resolution mechanisms, and strengthening public confidence through efficient, accessible, and citizen-centric grievance redress.
