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ISLAMABAD, Dec 23 (APP): The Wafaqi Mohtasib (Ombudsman) Secretariat has introduced performance-based awards to recognize officers and staff who showed steady results over the last couple of years.
Speaking at an award distribution ceremony at the Head Office in Islamabad, Wafaqi Mohtasib Ejaz Ahmad Qureshi said that recognition of hard work helps improve efficiency and encourages fair competition within public institutions.
The ceremony was held at the Secretariat and was attended by officers and staff from the Islamabad Head Office, as well as representatives from Balochistan and Gilgit-Baltistan.
Performance-based awards and merit certificates were presented to officials who maintained consistent performance in handling complaints and related duties.
Addressing the gathering, Ejaz Ahmad Qureshi said that officers and staff who work with commitment and responsibility are the main strength of any institution. He stated that the progress made by the Wafaqi Mohtasib office over the years was the result of collective effort and continued service by its workforce. He added that public confidence in the institution was built through regular and timely disposal of complaints and urged staff to maintain the same level of commitment.
The Wafaqi Mohtasib informed the participants that the office had provided relief amounting to Rs. 9.46 billion through decisions taken on public complaints.
He said that during the current year alone, more than 252,000 cases had been decided. According to him, these figures reflected the workload handled by the institution and the role played by officers and staff in ensuring access to justice for citizens.
Sharing long-term performance data, Ejaz Ahmad Qureshi stated that since its establishment in 1983, the Wafaqi Mohtasib institution had decided 1,717,099 complaints up to 2021. He further said that in the last four years, from 2022 to 2025, the office resolved more than 850,000 complaints related to maladministration.
He described this output as unprecedented in the institution’s history and linked it directly to the sustained efforts of the workforce.
He emphasized that timely disposal of complaints not only provides relief to citizens but also improves the functioning of public sector organizations by pointing out administrative gaps. He said that the institution would continue to focus on improving internal processes so that complaints could be resolved without delay.
The Wafaqi Mohtasib also highlighted that performance-based awards were introduced for the first time in the history of the institution. These awards include shields and commendation certificates aimed at acknowledging officers and staff who delivered results. He said the main purpose of this initiative was to promote efficiency and accountability across the Secretariat.
A senior-level committee of the Secretariat was formed to select award recipients. The committee developed a clear assessment process to ensure fairness.
The criteria included the number of complaints received and resolved by officers, outcomes of Open Court Hearings (Khuli Katcheries), inspection visits, and other assigned responsibilities. Recommendations were finalized after reviewing performance records over a defined period.
Officials present at the ceremony said the new award system would encourage staff to improve case handling and service delivery. They added that recognition based on performance would help set clear benchmarks for future assessments.
The ceremony concluded with the presentation of awards and certificates to selected officers and staff. The Wafaqi Mohtasib reiterated that the institution would continue to strengthen its role by supporting its workforce and maintaining public trust through consistent performance and transparent processes.