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, Federal Ombudsman Naveed Kamran 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.
"More than 82 per cent of the decisions of Federal Ombudsman have been implemented," he added. He said the institution received 256,000 complaints last year, 95 per cent of which were filed by people belonging to underprivileged and middle-class segments who could not afford lawyers. He added 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. At the same time, the highest level of relief was also being provided in cases involving power companies which, he said, were cooperating with the Federal Ombudsman. He said the process of informal dispute resolution was also being activated to ensure quicker and easier settlement of complaints.
"The law allowed the appointment of grievance commissioners for specific sectors and they had also been appointed for overseas Pakistanis and business community. Asif Shah is the grievance commissioner for overseas Pakistanis," he added. Most complaints received from overseas Pakistanis related to passports, Nadra, land and revenue matters, he added.
The Federal Ombudsman said that if mala fide or maladministration was detected in a matter, the institution could take suo motu notice in addition to acting on a complaint. Baloch said the Federal Ombudsman was not a policymaking institution but could submit recommendations for administrative reforms. He said work was also being undertaken on jail reforms in the light of directions issued by the Supreme Court.
"The issue of out-of-school children was another important area, and the institution had approached UNICEF for cooperation. The initiative was expected to be launched from Islamabad," he said. The Federal Ombudsman said a study was being conducted to determine the extent of maladministration by government institutions in the matter of out-of-school children.
Kamran Baloch said the institution aims to decide complaints within 60 days of their filing, with measures under way to speed up the redressal of public grievances. "There are problems in the delivery of public services as well as in provision of justice," he said, adding that evidence was essential for deciding cases. 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 per cent of the decisions. Following a meeting with National Assembly Speaker Ayaz Sadiq, an MoU was signed with the National Assembly and a dedicated portal established 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. "We want to ensure that complainants do not have to go from one office to another for the redressal of their grievances," Baloch said. 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, while a Complaint Management Information System had been established. Baloch said a separate implementation wing had been established to ensure compliance with decisions. 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.