Immediate

WAF AQI MOHTASIB SECRETARIAT

; .
(Coordination Wing)
Islamabad

No. F. 8(2)/COORDiwMS/2022 Dated: 141hJune)023

CIRCULAR

Subject: COMPLAINT RESOLUTION MJ~CHANISM WITHIN FEDERAL

GOVERNMENT DEPARTMI~NTS / ORGANIZATIONS /AGENCIES

Prompt and efficient di sposal of complaints is of critical importance in dispensation of

justice. It is also essential to maintain a credible, trans~'1lent, ~~e and efficient mechanism
to sustain the ...1!1!st of the general public.
departmental
In order to address public grievances first at
-
level, Wafaqi Mohtasib Secretariat has adopted a mechanism
-
consisting of
~ .. ---.--~
following measures that exist:

• An Instant Complaint Resolution Mechanism was established on Honourable

Wafaqi Mohtasib's initiative in all the federal agencies and focal persons were
appointed by the agencies.
• Cit.izens can fi Ie complaint to the concerned agency through personal visit or any
other mode of communication i.c. post, fax, email etc. Their complaints are to be
registered in a proper register, and uploaded on the agency's web system and
disposed of within 25-40 days.
• A mechanism was designed to integrate the complaint system of Federal
Ombudsman Secretariat and government departments. This system has been
introduced in the federal government agencies which have been connected with the
CMIS or"WMS. The complaints are registered on the web system of'the department
under intimation to the complainant and if a complaint is not resolved/disposed
within 30 days at agency's level, the same is transferred to the interface of Wafaqi
Mohtasib Secretariat (ClMS) on the 3 JSt day. After receipt of complaint on the
'.<

WMS "interface, it is treated as a fresh complaint under P.O. 1 of 1983.

Simultaneously, both the WMS and the agency have access to status of complaints
from the day of their institution ti II disposal.

No. AA0107-03 dated 14th July 2023

Page 01 of 02
 2. Implementation of the above mechanism by the federal agencies is crucial in the
process. All the federal agencies are, therefore requested to improve their int~rnal grievance .
------------ .
redrcssal
1-- __ mentioned measures. In this regard.'
mechanism and ensure adherence to above

.each
,. .__._---_--
Agency should
--~-
also designate a senior officer
. -_."'_
to attend to the public complaints at the' .

~~~~~!'--This would not only reduce the workload of this Secretariat, but would also
reduce the number of cases where writ petitions are filed.

3. This issues with the approval of Honorable Wafaqi Mohtasib.

.,-
(Iqbal H. Siddiqui)
Director (Coordination)
Distribution:

} Heads of all Federal Government Ministries / Departments / Organizations /

bJ!!:iI1cies (by designation)

*****
OIL & GAS DEVELOPMENT COMPANY LIMITED
Policy Department
Head Office, Islamabad

No. AA0107-03
14th July 2023

The above is forwarded for information and compliance, please.

(Ghulam Saqlain)
Chief H.R Officer (POlicy)
. Ext. 3526
Distribution:'

All Employees • 1 • • •

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