OFFICE OF THE
2-BANK ROAD, LAHORE
It is a matter of great pleasure for me to submit to you the Annual Report of the Office of Ombudsman, for 2005, as required by section 28 of the Punjab Office of the Ombudsman Act, 1997. This is the 9th report since the Office was set up and the second which I have the privilege of presenting. This covers first complete calendar year of my working as Ombudsman; last year\u2019s report covered a period of 7\u00bd months of my tenure.
During the year under report, our focussed attention has been to dispose of maximum number of complaints and reduce the time taken in finalizing investigation of a complaint, and if maladministration is made out, redressal of the grievance. I am reporting with a sense of satisfaction that the year under report closed with 2440 complaints under investigation, which is the lowest number of complaints in process at the end of any year since this Office was established in 1996. We had set for ourselves a target of disposal of a complaint within four months of its registration and by the grace of Almighty Allah and the efforts of my colleagues\u2212 barring some extremely complicated cases or where reports were delayed by the agencies, we have been able to complete the investigation within this time frame. We shall do everything possible to reduce it further during the current year. I am confident that with the cooperation of government departments/agencies reduction of two to three weeks more is possible.
I would like to bring to your kind notice that since its inception, and till 31.12.2005, this Office received 93,207 and disposed of 90,767 complaints. In 2005, against 8,503 complaints filed in this Office, we disposed of 10,796 complaints, i.e. 2,293 more than the institution and, thus, brought down the number of under investigation complaints to the lowest level in the history of this Office. I may add that equal importance is attached to actual redressal of the grievance and all findings directing provision of relief are monitored till these have been complied with. This is essential to build trust in, and credibility of this Office.
Besides prompt disposal of complaints, we have been making consistent endeavour to make redressal of grievances as inexpensive as possible. The complainants are required to attend personally once if the matter needs discussion in the presence of representatives of the
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