A BRIEF OF ANNUAL REPORT OF THE PROVINCIAL OMBUDSMAN,

PUNJAB FOR THE YEAR 2020

Legal Framework
 Provincial Ombudsman is appointed by the Government under Section 3(1) of The
Punjab Office of the Ombudsman Act, 1997 (as amended 2003);
 The Ombudsman for the Province of Punjab (Registration, Investigation and
Disposal of Complaints) Regulations, 2005;
 As per Punjab Government Rules of Business, 2011, it is a Special Institution of
Services & General Administration Department (S&GAD);
 Section 9 of The Punjab Office of the Ombudsman Act, 1997 describes the
“Jurisdiction, Functions and Powers of the Ombudsman; and
 Section 28 (1) of The Punjab Office of the Ombudsman Act, 1997 states as under:

“Within three months of the conclusion of the calendar year to which the report
pertains, the Ombudsman shall submit an Annual Report to the Governor”

Salient Features of Annual Report of the Ombudsman Punjab

The Annual Report of the Ombudsman for the year 2020 has been reviewed and the
following are the salient points:

a) Data Regarding Complaints

Total Complaints Total Complaints Pending

received Disposed of Complaints
(during 2020) (during 2020)
13,191 11,817 1,374

 Provincial Departments against which highest number of complaints were received

are as under:

Name of Department Number of Complaints

Punjab Police 2,196
Revenue Department 2,021
Local Government & Community 1,280
Development
School Education 870
Higher Education 863

 The Governor / Representation Authority disposed of 462 representations during

2020 filed against the order of the Ombudsman

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b) Efforts for Systematic Improvements in 2020
i. Completion of digitization of all the complaints and orders from year 2000 till
to 2019.
ii. Successful implementation of the Complaint Management Information
System (CMIS) and Human Resource Management Information System
(HRMIS) in Head Office and in 41 Regional Offices of the Ombudsman
Punjab.
iii. Launch of in-house built Ombudsman Punjab Management Information
System (OPMIS) Mobile App on Android Platform in Google Play Store.
iv. Successful implementation of the E-Filing & Office Automation System
(E-FOAS) in 41 Regional Offices of the Ombudsman Punjab.

c) Other Initiatives
i. Establishment of Media Cell in the Office of Ombudsman Punjab.
ii. Expenditures Cut & Austerity Measures.

d) Issues and General Recommendations by the Ombudsman

The Ombudsman in its Annual Report has highlighted the following issues and
submitted recommendations:
i. Non-compliance of policy directions regarding “50% Concession of Bus
Fares for Disabled Persons”.
ii. Measures regarding Protection of State Land from Illegal Occupants.
iii. General Recommendations in Partition Cases u/s 135 and 135-A of the
Land Revenue Act, 1967.
iv. General Recommendations in Cases Pertaining to Punjab Land Records
Authority / Arazi Record Centers.
a. Correction of ownership records / entries in the LRMIS.
b. Delays in the process of updating of record.
v. Working of the Provincial and District Benevolent Fund Boards.

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