ISLAMABAD: The Prime Minister’s Public Affairs and Grievance Wing received 17,975 complaints and achieved an impressive resolution rate of 96pc following restructuring of its operational framework.
The secretary was briefing the National Assembly Standing Committee on Parliamentary Affairs on the Annual Performance Report of the Prime Minister’s Public Affairs and Grievance Wing. The meeting was presided by Rana Iradat Sharif Khan.
The number of complaints represents an increase of 189pc compared to the baseline year 2022–23, during which 6,356 complaints were registered, and a notable rise from the 9,501 complaints recorded in 2023–24. To further strengthen the grievance redress mechanism, the Ministry launched the Public Grievance Management System (PGMS) in September 2024, the secretary said. This three-pronged system aims to enhance complaint-handling efficiency, expand outreach on a national level, and leverage grievance data analytics to facilitate evidence-based policy formulation.
The NA Committee recommended that the Ministry identify the departments against which the Prime Minister’s Public Affairs and Grievance Wing receives the highest number of complaints. This will enable the Committee to prioritise these departments in future, ensuring targeted efforts to provide maximum relief to the public. The Committee deferred the Election (Amendment) Bill 2025 due to the unavailability of the mover.
