Ombudsman revamps dispute resolution system to fast track public complaints

ISLAMABAD, Jun 15 (APP): Wafaqi Mohtasib (Federal Ombudsman) Naveed Kamran Baloch on Monday launched a revamped Informal Resolution of Disputes (IRD) programme and inaugurated a four day online training workshop in Islamabad to strengthen a faster, dialogue based mechanism for resolving citizens’ complaints, aiming to improve grievance redressal across the country, particularly in remote and underserved areas.

Speaking at the inauguration of the training workshop for IRD focal persons and officers at the Wafaqi Mohtasib Secretariat, Mr Baloch described the IRD programme as a transformative initiative designed to ensure expeditious, accessible and amicable resolution of public grievances without resorting to lengthy formal procedures.

He said the IRD mechanism provides a structured yet flexible framework that enables disputes to be settled through dialogue, mutual understanding and consensus between the parties.

The process, he added, is facilitative rather than adjudicatory and seeks to resolve complaints without formal determination of rights and liabilities.

Drawing parallels with internationally recognised Alternative Dispute Resolution (ADR) models, the Ombudsman noted that the concept also reflects the long standing tradition of the “Punchaiyat” system historically practiced in the region to settle disputes through community consensus.

Baloch said the initiative seeks to institutionalise a culture of problem solving within public administration and make grievance redressal more responsive, humane and efficient.

He observed that many complaints stemming from administrative delays and procedural bottlenecks could be resolved effectively through constructive engagement rather than prolonged legal processes.

The Ombudsman said the programme is expected to particularly benefit people living in remote and far-flung regions by providing easier access to timely justice and administrative relief.

Under Article 33 of the Establishment of the Office of the Wafaqi Mohtasib (Ombudsman) Order, 1983, the Ombudsman and his staff are empowered to conciliate and amicably resolve grievances without formal proceedings.

To strengthen implementation of the initiative, a dedicated IRD Wing has been established at the Secretariat, headed by Senior Advisor Dr Syed Asif Hussain, to coordinate related activities at both the head office and regional offices.

The four day training workshop will focus on enhancing the capacity of officers and staff members in handling IRD cases efficiently and in accordance with the programme’s procedures and operational framework.