By Riaz A Malik
ISLAMABAD, July 24: Resolution of citizens complaints under the Informal Resolution of Disputes (IRD) programme was one of my long held dreams and by the grace of Allah Almighty the Ombudsman office has successfully resolved hundreds of disputes under the theme. This has been stated by the Federal Ombudsman EjazAjmad Qureshi while talking to this scribe in his office in Islamabad.
He said that by the passage of time the IRD method is getting popularity among the citizens and that he has directed the Advisors/Investigation Officers to try to resolve maximum problems under this programme along with the routine toil.
To apprise the masses, how to lodge a complaint to Ombudsman Office he said that these can be forwarded through a simple letter, online, website or App. He said that usually the complaints are related to Electricity & Sui Gas bills, NADRA cards, Pensions, Passports, EhsasProgramme/BISP, AIOU etc. and that it is the matter of pride for the Ombudsman Office that it resolves the matters within sixty days in maximum, that is why the number of complaints has risen to more than one hundred thousand in a year as compare to twenty or thirty thousand in the past.
The Federal Ombudsman said that all the Pensioners are close to his heart and redressal of their pension related difficulties is his priority number one and that he has initiated a number of measures for the timely/regular payment of pensions. He added that the pension sums are a trust money and Government is duty bound to pay it regularly to the pensioners without any dilly dallying.
To another question, he said that Federal Ombudsman is fully authorized to take suomoto action on any issue and that he can also suggest/recommend action for the enhancement of the efficiency of any federal agency and that in this regard study reports have already been prepared to resolve the citizens problems relating to PIMS, CDA, National Savings, Pakistan Railways etc. etc.
The Federal Ombudsman further informed that the Advisors of his office themselves also visits NADRA offices, Utility Stores, Airports, Hospitals etc. to listen to complaints of the citizens at spot and suggest short- and long-term measures for the purpose.
Ejaz Ahmad Qureshi added that ‘One Window Operation” has already been introduced at all the airports in the country to instantly resolve the problems being confronted by Overseas Pakistanis upon their arrival/departure. Moreover, a Special Wing has been created in his office to resolve the issues of Overseas Pakistanis which always remains in contact with all the Pakistan Embassies for the purpose and that a grade 21 officer in Foreign Office has also been deputed for the purpose.
The Federal Ombudsman informed that at the initiative of his office separate cells/wards have been established in prisons for female inmates, hardcore criminals, drug-addicts etc. Moreover, arrangements have been made to impart free technical training to inmates to make them useful citizens and that provision of fines/penalties for the release of poor inmates has also been made possible through philanthropists.
He also praised the Provincial Governments for their cooperation in the resolution of masses problems and informed that complaints relating to Police etc. are forwarded to the concerned provincial governments for their redressal.
