Wafaqi Mohtasib disposes 75,727 complaints in first nine months of 2021

ISLAMABAD: Despite operational constraints due to Covid-19, the registration of fresh public complaints against government agencies remained high for the Wafaqi Mohtasib Secretariat (WMS) but it was successful in disposing of 75,727 complaints in the first nine months of 2021.

Official documents obtained by Bol News showed that the total receipt of complaints that that secretariat received from January 1 to September 30 were 80, 123. Out of those 75,727 complaints have been disposed of while the remaining ones are at different stages of processing.

Data also showed that 30,807 complaints were received online, out of which 10,975 were received through the website, 7,340 through the mobile app and 12,492 through the Integrated Complaint Resolution (ICR) system.

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The ICR system has allowed the ombudsman to develop an interface with 177 federal government agencies and has allowed quick disposal of complaints.

Under the system, the complaints that remain unresolved for 30 days are automatically transferred from the Complaint Management System of the agency concerned to the ombudsman.

Complaints by the mohtasib are also received via the Outreach Complaint Resolution (OCR) programme. Under the programme, the advisors of the body visit various tehsil and district headquarters on pre-advertised dates to resolve public complaints against federal agencies.

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Similarly, under the programme 5,472 complaints have been disposed of in the first nine months of the current year despite the programme suffering a setback due to Covid-19.

The 638 review petitions against the findings or decisions of the Wafaqi Mohtasib were filed by the aggrieved parties in the period under report whereas 147 complaints of November and December 2020 were brought forward, making the total as 785.

A total of 643 review petitions have been decided till September 30, 2021, the report further stated.

Only 555 representations were filed to the president by the aggrieved party against the findings of the Wafaqi Mohtasib which is only 0.73 % of the total complaints disposed of during the stated period.