Wafaqi Mohtasib provided relief to more than 2.5 million complainants
KARACHI, Dec 17: Federal Ombudsman (Wafaqi Mohtasib) Ejaz Ahmad Qureshi on Tuesday said that the institution’s outreach and accessibility have increased significantly over the past few years due to a series of reforms and initiatives, with the number of complaints expected to cross 250,000 during 2025.
Addressing a press conference at the Wafaqi Mohtasib Secretariat in Karachi, he said the expansion included the establishment of new regional offices, bringing the total to 28 across the country, integration of modern technology, the launch of an official WhatsApp channel, a stronger presence on digital and social media platforms, and the introduction of the Outreach Complaint Resolution (OCR) programme along with inspection visits to federal government agencies.
He said that as a result of these measures, public access to the institution had improved substantially, enabling a growing number of citizens to seek and obtain relief. Nearly 6,960 complaints have been resolved under the Informal Resolution of Disputes (IRD) mechanism, while complaints from overseas Pakistanis (128,427) and children (653) have also been addressed. Including these categories, the cumulative number of beneficiaries is expected to approach 400,000.
The Mohtasib said that 12 new regional offices were established over the last four years, significantly enhancing the institution’s presence at the grassroots level. He added that the number of Khuli Katcheries (open courts) and OCR visits had also increased, helping provide administrative relief to people in remote and far-flung areas at their doorsteps.
Highlighting the role of digital initiatives, Qureshi said more than 45 per cent of complaints this year were received online, while the facility of online hearings spared complainants from physically visiting offices. He said that 246,602 complaints had been redressed up to December 15 this year alone.
Since its establishment in 1983, the Wafaqi Mohtasib institution has provided relief to more than 2.58 million households, he said, adding that the overall impact translates into relief for nearly 10 million people across the country.
He further said that a dedicated implementation section ensures enforcement of decisions, with an implementation rate exceeding 93 per cent this year. The Mohtasib also announced the introduction of performance-based awards for officers and staff, aimed at recognizing consistent and outstanding service for the first time in the institution’s history.
