ISLAMABAD, Apr 13 (APP):Wafaqi Mohtasib Naveed Kamran Baloch on Monday issued sweeping directives mandating that no complainant be denied access to the Ombudsman’s Secretariat, ordering officials to receive and process every grievance, even those beyond its jurisdiction, in a decisive move to overhaul the public complaints system, broaden citizen access, and accelerate justice across the country. In a press release, the ombudsman underscored that all unattended complaints must be formally …
Ombudsman imposes zero refusal rule, unleashes overhaul of grievance system
ISLAMABAD, Apr 13 (APP):Wafaqi Mohtasib Naveed Kamran Baloch on Monday issued sweeping directives mandating that no complainant be denied access to the Ombudsman’s Secretariat, ordering officials to receive and process every grievance, even those beyond its jurisdiction, in a decisive move to overhaul the public complaints system, broaden citizen access, and accelerate justice across the country.
In a press release, the ombudsman underscored that all unattended complaints must be formally registered and promptly transmitted to the relevant authorities, ensuring that procedural barriers do not obstruct citizens’ right to relief.
He asserted that the Secretariat was engaged in a continuous and rigorous overhaul of its complaint handling framework to deliver swift, transparent, and citizen-focused services.
Highlighting flagship initiatives, Baloch said the Outreach Complaint Resolution programme and Khuli Katcheries were being expanded to deliver immediate relief, particularly to marginalised and remote communities.
He revealed that the Informal Resolution of Disputes mechanism was being strengthened to accelerate case disposal, with strict adherence to a 60-day resolution timeframe.
Officials disclosed that a substantial volume of complaints had already been incorporated into the Central Management Information System, enabling rapid and technology-driven resolution through decentralised channels.
Baloch maintained that the expansion of outreach operations, along with strategic improvements in infrastructure, would greatly enhance public access to justice while reinforcing institutional accountability.
Reaffirming his commitment, the ombudsman said the Secretariat would continue to strengthen its capacity to ensure prompt, effective, and equitable redressal of citizens’ grievances.
