Ombudsman orders depts to redress public grievances in 15 days

ISLAMABAD: Federal Ombudsman at a meeting Wednesday directed all federal departments to establish Complaint Resolution Mechanism (CRM) facility and install a helpline for addressing public grievances.

The meeting was attended by representatives of 78 federal government departments. Chairing the meeting, Senior Advisor (Law) and Grievance Commissioner for Overseas Pakistanis Hafiz Ahsaan Ahmad Khokhar advised the representaqtives of federal government departments for resolution of public grievances within 15 days.

He also stressed for improving efficiency of ministries and attached departments regarding public dealings, which is basic requirement of good governance and capacity building.He said the Federal Ombudsman secretariat has decided that all the federal departments should introduce auto connect system for standardization of complaints mechanism and to connect with ombudsman complaint management system for early resolution of public grievances benefiting the complainants as well as top management of government organization.

Khokhar said all federal government departments should establish new Public Complaints Resolution Mechanism under supervision of an officer of BS-19 or above, as focal person with an appointment of complaint officer who will receive every public complaint and letter, and will register the same in the system and then will put up to the focal person for appropriate officer. He said all departments should also approach ministry of information technology for installation of their helplines for public complaints and for their guidance before the next meeting.

Ahsaan also said to the participants that all ministries should display their brochures or printed material in their department for public guidance and must set up a mechanism for providing timely feedback as to the outcome of the complaints.

He said the departments and ministries should also inform complainants of any available internal or external review mechanisms in public interest.He suggested that Complaints Policy and Procedures must be displayed prominently within the premises of organization as well as on the website, and all complaints should be treated as urgent.

Khokhar said if the department failed to respond complainants in 15 days the matter will show on the ombudsman website and will be treated as regular complaint whose notice will be issued to the department and complainant.

He said all ministries, departments and organizations will submit their compliance reports by September 24 and next meeting on the subject will be held on September 28 at the Federal Ombudsman’s Secretariat.