ISLAMABAD: The Wafaqi Mohtasib (Ombudsman) Secretariat has introduced performance-based awards to recognize officers and staff who have demonstrated consistent and effective performance over the past few years.
Speaking at an award distribution ceremony held at the Wafaqi Mohtasib Secretariat Head Office in Islamabad, the Wafaqi Mohtasib Mr. Ejaz Ahmad Qureshi said that recognition of hard work plays a vital role in improving efficiency and encouraging healthy competition within public sector institutions. The ceremony was attended by officers and staff from the Islamabad Head Office, as well as representatives from Balochistan and Gilgit-Baltistan.
During the event, performance-based awards and merit certificates were presented to officers and staff members who showed steady results in complaint handling and related responsibilities. Mr. Qureshi stated that committed and responsible officers are the backbone of any institution, adding that the progress achieved by the Wafaqi Mohtasib office was the outcome of collective effort and sustained dedication by its workforce.
He emphasized that public trust in the institution has been built through the regular and timely disposal of complaints and urged officers and staff to maintain the same level of professionalism and commitment. Sharing performance figures, the Wafaqi Mohtasib informed that the institution has provided public relief amounting to approximately Rs. 9.46 billion through decisions on complaints.
Mr. Qureshi further stated that during the current year alone, more than 252,000 cases had been decided, reflecting the heavy workload handled by the institution and the crucial role played by its officers and staff in ensuring access to justice for citizens. He added that since the establishment of the Wafaqi Mohtasib institution in 1983, a total of 1,717,099 complaints had been decided up to 2021, while more than 850,000 complaints related to maladministration were resolved during the last four years from 2022 to 2025.
Describing this performance as unprecedented in the institution’s history, he attributed the achievement to the sustained efforts and dedication of the workforce. He noted that timely resolution of complaints not only provides relief to citizens but also helps improve the functioning of public sector organizations by identifying administrative shortcomings.
Highlighting the significance of the initiative, Mr. Qureshi said that performance-based awards were being introduced for the first time in the history of the institution. The awards, including shields and commendation certificates, aim to promote efficiency, accountability, and a results-oriented culture within the Secretariat.
He explained that a senior-level committee was constituted to select award recipients through a transparent and objective assessment process. The criteria included the number of complaints received and resolved, outcomes of Khuli Katcheries, inspection visits, and other assigned duties, with recommendations finalized after reviewing performance records over a defined period.
The ceremony concluded with the presentation of awards and certificates to selected officers and staff. The Wafaqi Mohtasib reaffirmed that the institution would continue to support its workforce and strengthen public trust through consistent performance, transparency, and improved service delivery.
