Punjab govt forms panel to address expats’ complaints

LAHORE: The Punjab government has established a coordination committee to monitor and address the grievances of overseas Pakistanis related to the provincial departments and projects, and has decided to directly link such complaints received through the Overseas Pakistanis Foundation (OPF) with the Chief Minister’s Portal.

The decision was taken following the directives of Chief Minister Maryam Nawaz Sharif aimed at improving the efficiency and transparency of complaint resolution for members of the diaspora engaging with the provincial institutions.

According to official sources, the first meeting of the newly constituted Overseas Coordination Committee was held at the Chief Minister’s Secretariat, chaired by OPF Managing Director Afzal Bhatti.

The session was attended by Special Secretary to the Chief Minister (Law and Order) Saif Anwar Jappa, Secretary Implementation and Coordination (I&C) Rafaqat Ali Niswana, Additional Inspector General Operations Punjab SSP Zahid Nawaz Marwat, Lahore Capital City Police Officer (CCPO), and other officials from the Punjab government and OPF.

Officials familiar with the matter said a structured mechanism was agreed upon for handling complaints falling under various categories.

Grievances related to revenue matters — including those involving the Land Revenue Department — will be addressed under the supervision of Secretary I&C Niswana.

Complaints pertaining to policing and law-enforcement will be overseen by AIG Operations Punjab, SSP Zahid Nawaz Marwat. Jappa will coordinate the broader oversight and resolution of complaints across all relevant provincial departments.

The meeting also reviewed the challenges confronting OPF-supported projects and the nature of issues frequently reported by overseas Pakistanis.

The participants noted the need for improved coordination between provincial departments and the OPF to enhance the delivery of services to expatriates.

To support this effort, the Punjab Information Technology Board (PITB) has been tasked with developing an integrated complaint management system.

The system will facilitate real-time monitoring of complaints, streamline coordination among departments, and help ensure timely resolution of cases. The newly formed coordination committee will supervise the implementation and ongoing operation of this system.

As per the framework adopted, the committee will hold monthly meetings to assess progress and identify bottlenecks. In addition, it will submit a comprehensive performance report to the chief minister every three months to ensure high-level oversight of the initiative.

During the meeting, committee members underscored the importance of building confidence among overseas Pakistanis through a responsive and transparent complaints mechanism. They also reiterated the need to prioritise cases that have remained pending for extended periods and to establish clear channels of communication with complainants.

The initiative comes at a time when the provincial government is seeking to enhance engagement with the overseas community, many of whom contribute to the provincial economy through remittances and investment.

Officials noted that addressing long-standing grievances related to land disputes, policing matters, and administrative delays remains a key area of concern for members of the diaspora.

While the integration of OPF complaints into the CM’s portal is expected to improve coordination, its success will likely depend on the effective implementation of the new system and the willingness of relevant departments to engage with the process in good faith.

Observers say that sustained political will and institutional follow-through will be critical if the new mechanism is to meet the expectations of overseas Pakistanis and contribute to better governance outcomes in the province.