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Annual Report 2004


The Office of Ombudsman Punjab was established in

September 1996. Since then the present report is the eighth Annual
Report which provides an account of activities of this Office during the
year 2004. It is the first annual report being presented by Mr. Abdur
Rashid Khan, Ombudsman for the Province of Punjab. As provided in
Section 28 of the Punjab Office of the Ombudsman Act 1997 (Act X of
1997) annual report is to be presented to the Governor within 3
months of the conclusion of the calendar year.
2. On February 11, 2004, Mr. Justice (R) Sajjad Ahmed Sipra
former Ombudsman completed his 4 year term. During his term he
created people friendly environment and ensured speedy disposal of
complaints. He took initiatives for improving working of the Institution
and providing it and the Investigating Officers with needed
equipment. The Institution owes many of its traditions to the outgoing
Ombudsman. He will be long remembered for his elaborate measures
for protection of the rights of the people and his unrelenting efforts to
redress their grievances.
3. Mr. Abdur Rashid Khan, a retired civil servant, with
experience of Government of the Punjab and the Federal Government
was appointed as the fourth Ombudsman for the Province of Punjab
and took oath of office on May 17, 2004. Concerted efforts were made
to expeditiously attend to the complaints which had accumulated in
the intervening period and within a short span of time the arrears were
disposed of.
4. During the year under report a number of initiatives were
taken to further improve working and procedures enhancing
effectiveness of the Office in expeditiously redressing grievances of the
aggrieved people.

i) Preamble to the Punjab Office of the Ombudsman Act 1997

(Act X of 1997) is, in fact, the mission statement of the
Ombudsman for the Province of Punjab which mainly
provides for protection of rights of the people, against acts
of maladministration by any public sector agency or its
functionaries. Section 9 of the Act ibid empowers the
Ombudsman to investigate allegations of
maladministration on the part of any agency or any of its
officers or employees on a complaint by an aggrieved
person or on a reference made by the Government or the
Provincial Assembly or on the motion of Supreme Court or
the High Court or on his own motion as the case may be.
Matters excluded from his jurisdiction are:-

a) Subjudice before any court of competent jurisdiction

on the date of receipt of the complaint or reference
or motion;

b) Relating to the external affairs of Pakistan;

c) Relating to or connected with the defence and

Defence Forces of Pakistan; and

d) Personal grievances of public servants relating to

their service in the agency in which they are or have
been working.

ii) A large number of serving and retired employees also

approached this Office for redressal of their grievances.
The cases which clearly fall under subsection (2) of section
9 of the Act are not entertained but still a large number of
employees bring complaints of inordinate delay in
settlement of their moveover, selection grade and
promotion cases and large number of retired public
servants approach this Office for getting their pension, G.
P. Fund and other dues.


The report comprises 9 chapters:

i) Chapter I is the Executive Summary briefly listing activities

during the year 2004, initiatives taken and future plans.

ii) Chapter II is a brief description of the organization of the

Office of the Ombudsman and events of the year in a
chronological order.

iii) Chapter III contains recommendations, arranged in two

categories i.e. general which are common to all
departments and department specific which pertain to a
particular department/agency.

iv) Chapter IV is the statistical analysis of complaints received,

investigated and disposed of during the year. It gives
overall view of the working of the Office in 2004 which
may also be of interest to researchers for statistical

v) Chapter V contains press clippings about the activities,

functions and performance of this Institution.
vi) In Chapter VI have been given views of the interested
readers from all sections of the society. Report on the
performance of this Office during 2003 was widely
circulated to people of influence in all spheres of society
i.e. cabinet members, legislators, heads of the federal and
provincial departments, defence forces, training
institutions, media and libraries. Some of the comments
and views received are included in this chapter.

vii) Chapter VII aims at giving the readers an opportunity to

see the performance of the Institution as orchestrated by
some of the complainants.

viii) Chapter VIII contains some selected cases wherein, after

investigation, acts of maladministration were identified and
findings/recommendations conveyed to the concerned
agencies for redressal of the grievances of the
complainants. Some of the cases containing
recommendations for taking disciplinary action against
delinquent officials have also been included.

ix) Chapter IX is a collection of the Act, Regulations framed

under it and some policy circulars issued by the
Government. These have been included with a view to
enabling the officers update their working knowledge
expected to help speedy redressal of grievances of the

i) Section 10(11) of the Act provides that except as provided

in the Act itself, the Ombudsman shall regulate the
procedure for the conduct of business or the exercise of
powers under the Act. No Regulations had, however, been
framed for this purpose since the Office was set up. This
work was taken up in real earnestness and Regulations
laying down procedure for investigation and disposal of
complaints were framed, got vetted from the Law
Department and notified in the Punjab Gazette of the 2nd
February 2005. In a number of meetings, Advisors,
Directors and Consultants (Investigating Officers), were
adequately briefed about the implementation of these
Regulations with the consideration to achieve goals of
speedy disposal of complaints, thorough investigation and
improving standards of performance. The Regulations
have been included in the appendices.

ii) A departure has been made from the past practice of

issuing findings/ recommendations and directions with the
expectation that these would be implemented by the
agency concerned as directed. Emphasis has been shifted
to redressal of grievances before closing the case rather
than disposal of complaints by way of giving
findings/recommendations. Previously if the findings
remained unsatisfied, complainants filed petitions for
implementation resulting in restart of proceedings to
secure redressal of the grievance. Now each case is kept
in ‘Peshi’ till the grievance is fully redressed; its actual
tangible outcome.

iii) To reduce recurrence of similar acts of maladministration,

some effective steps towards administrative accountability
of public functionaries were also taken. As a result of
investigation of a complaint, where act of
maladministration was established and official responsible
identified, the concerned competent authority was directed
to proceed against the delinquent officer/official and
submit report about the action taken. These directions are
being followed till a report about the outcome of the
proceedings is received.


i) To provide redressal to public grievances close to their

place of residence a Regional Office at Multan was
established and made fully functional w.e.f. 24.6.2004.
Regional Office, Multan has been entrusted to deal with the
complaints originating from former Multan, D.G.Khan and
Bahawalpur divisions less Bahawalnagar and Pakpattan
districts. Complaints from 11 districts were received and
investigated in the Regional Office. Apart from providing
timely and relatively inexpensive relief to the complainants
it has also proved convenient and economical to
Government departments/ agencies of these districts as
the trouble and expense of pursuing the cases at Lahore,
has been spared.
ii) Office premises at the Head Office has been renovated
adding facilities for the complainants attending it. These
include proper seating arrangements, information centre
and generally making the Office people friendly.


In order to create conducive working environment, improve

quality of output and reduce time lags, some of the steps taken are:-

i) Office equipment including computers and other office

machines have been provided. The goal is to automate
the working as early as possible.

ii) By improvising existing building structure, more office

space was created to accommodate officers and staff

iii) New posts of officers and staff were added to undertake

inspections, research/studies into causes of
maladministration and follow up for implementation.

iv) Monthly review meetings were held regularly, to assess the

work of each Investigating Officer, to monitor disposal of
complaints against specific performance objectives, reduce
backlog and ensure speedy redressal of grievances.

v) Procedures for handling complaints were improved by

introducing standardized notices and formats.
vi) To enhance their efficiency and capacity, supporting staff
was got trained in computer skills at Management &
Professional Development Department.

vii) Training was imparted to the dealing staff for proper record
and data management, entailing efficient record keeping.

viii) Complainant friendly steps were taken by introducing

notices and letters in Urdu with a conscious effort to record
as many Findings in Urdu as possible. The complainants
are not required to personally attend on each date of
hearing but are kept informed of the progress of
proceedings at regular intervals. They are called only
when final joint hearing is held, if considered necessary.

ix) For guidance of complainants about procedures for

submitting complaints and investigation, detailed
information has been displayed on boards at conspicuous
places in the premises of the Office.


i) Experience of working of Regional Office at Multan has
strengthened our view that more Regional Offices should
be opened to make the services of the Institution
accessible to people nearer their abode which will minimize
their difficulties in seeking redressal of their grievances.
For this purpose, a proposal for opening of two more
Offices; one each at Rawalpindi and Sargodha, is under
consideration of the Government.
ii) For construction of public friendly building of Regional
Office, Multan, a four kanal plot has been purchased from
the Punjab Housing and Town Planning Agency.
Architectural designs are being developed whereafter
process for undertaking construction will be initiated.
iii) It is well known that delivery of services by the public
sector agencies to the public at large is not to their
satisfaction. People suffer because of inaction, delay,
neglect or inefficiency of concerned officials. The Act
provides in Section 9(3) to undertake study into causes of
maladministration and to suggest remedial measures to
the Government. A post of Consultant Research was
created. Supporting services and facilities have been
provided. Arrangements are being finalized to take up
research work to identify the causes of this low level of
public satisfaction and suggest remedial measures.


The Government has been fully supportive in meeting

requirements of this Institution e.g. logistics, office equipment, setting
up regional office, establishment matters. This is acknowledged.



i) Disposal of complaints is a tripartite arrangement i.e. the

Ombudsman, the complainant and the agency. No fee
whatsoever is charged from the complainants for filing
complaints or obtaining copies of the findings/directions
issued. After receipt of a complaint, it is examined at
preliminary stage and if found competent under the Act, is
entrusted for investigation to an
Advisor/Director/Consultant. Any complaint where
documentation is not complete e.g. copy of ID card of the
complainant, affidavit or supporting documents, instead of
dismissing it, the complainant is addressed to provide the
same. A copy of the complaint is sent to the concerned
agency for its report/parawise comments, which on
receipt, are sent to the complainant for filing rejoinder, if
he so opts. After examining the reply of the agency and
rejoinder of the complainant, representative of the agency
and in some cases the complainant is also called to
participate in joint hearing to clarify any points which have
not been fully explained in the written documents. The
complainant is, however, kept informed of the progress
and called only when his presence is considered essential
to seek some clarification. This saves the complainants
unnecessary traveling expenses to the Office for pursuing
their complaints.

ii) Complaints found non maintainable were filed in limine.

The complainant is informed of the grounds on which the
complaint could not be entertained by this Office and in
some cases he is guided as to whom he should approach
for redressal of his grievance.

iii) Positive and efficient role of an agency is an important

factor for speedy disposal of complaints. In many cases
there was considerable delay in filing comments and
replies by the agencies and in appropriate cases recourse
had to be made to coercive/penal provisions of the Act.
Gradually the position is improving but still there is a lot
which needs to be done to provide genuinely prompt
redressal of public grievances.

iv) Once the investigation is complete, findings are prepared,

approved promptly and sent to the agencies for action on
their part. Time line is also given to the agency to
intimate about the action taken. In order to follow up, a
Cell is being established to ensure timely implementation
of findings and recommendations.

v) Section 10(4) of the Act provides that each

department/agency will have a designated officer to act as
Principal Officer for meeting allegations contained in a
complaint. Efforts have been initiated to get the Principal
Officers nominated and as soon as the
departments/agencies put this arrangement in place, it
would further facilitate processing of complaints and
reduce time lag in disposal of complaints.


i) Complaints Received:

a) During the year, 8434 complaints were received as against

9392 in the preceding year. Table II would indicate that,
understandably, maximum number of complaints (1307)
were directed against the Police followed by Education
Department against which 1193 complaints were received.
There is a slight decrease in the number of complaints
received as compared to the last year which fits in the
trend shown since the Office was established. Gradually
people are realizing that this Office has the legal mandate
to investigate some and not all types of complaints.

b) Break up of non maintainable complaints is given in Table

IV. Out of the 6,149 maintainable complaints, 2,944 i.e.
48% are attributable to inattention, delay, negligence,
inefficiency or inaptitude and 2,070 or 34% to
administrative excesses, favouritism, arbitrary, unjust and
biased decisions. During the year 1,135 complaints
pertaining to corrupt practices were received as against
988 during the year 2003. Though the number of
complaints received in this category went up by 15% as
compared to 2003 but only after these have been
investigated and a conclusion drawn will it be appropriate
to project the trend on this account. Cause based detailed
analysis is available in Table V.

ii) Disposal of Complaints:

a) During the year, 12,117 complaints — 8,434 fresh receipt

and 3,683 brought forward—were processed. Of these,
2,285 complaints i.e. 31% were disposed of in limine, and
the remaining 5,099 i.e. 69% were disposed of after
investigation. In this way during the year, 7,384
complaints were decided which comes to 61% of the total
complaints processed. Balance of 4,733 complaints has
been carried forward to 2005 which is 1050 complaints
more than the previous year. This increase in pendency is
not because of any slackness on the part of the
Investigating Officers but is due to the fact that now only
these complaints are treated as disposed of whose findings
have either been complied with or against which a
representation has been filed to the Governor. The fact
that the post of Ombudsman remained vacant for more
than 3 months also explains the position to some extent.

b) During the year under report, 68 representations were filed

against the findings of the Ombudsman, before the
Governor under Section 32 of the Act whereas during the
last year 70 representations were filed. Analysis in this
regard is provided at Table-X.


Summaries of some selected cases are in Chapter-VIII. These

would provide an insight into the nature of complaints received,
investigation carried out and disposed of with
findings/recommendations/ directions.


i) Recommendations incorporated in the annual report are

based on insight gained into maladies through complaints
and replies furnished by the agencies. General
recommendations are on issues relevant to all
agencies/departments of the Government whereas
department specific recommendations are on issues
particularly relevant to an agency or a department. These
have been recorded in Chapter-III.
ii) Recommendations have been included in all of our annual
reports with a view that concerned authorities in the
agencies, after perusing these, would take required steps
to remedy the wrong but in majority of cases required
action has not been taken. The result is, continuing
maladministration causing sufferings to the people. We
urge that these recommendations be given serious thought
and steps taken for implementation.

iii) It is suggested that a Committee chaired by the Additional

Chief Secretary be constituted to ensure implementation
and monitor progress of implementation of
recommendations made by this Office. Laws, rules and
policies where required, may be amended and procedures
simplified to make the governance people friendly to
restore public confidence in the Government.


The print media provided adequate coverage to the activities

of the Office during the year. Some of the news items/writings carried
by the news papers are provided at pages 62 to 73 of Annual Report
2004 in the form of press clippings. The positive coverage received, is
a source of encouragement for all associated with this Office and also
creates an atmosphere of trust in this Office in the minds of the
general public.

How the complainants view the performance of this Office, is

immensely important for us. They have sent their views and
comments through a large number of letters received. Some of these
are placed at pages 103 to 123 of Annual Report 2004. In most of
these, efforts of the Office have been appreciated. Analytical views
and suggestions of the complainants are welcomed because these
provide important inputs for deriving ways and means to further
enhance efficiency and effectiveness of the Office.


Annual Report 2003 was circulated to representative sections

of the society; cabinet members, legislators, judiciary, defence
services, heads of Federal and Provincial Departments, Nazims, media,
training institutions and libraries. Acknowledgements received are not
commensurate with the number of copies circulated. In a few
acknowledgements some good suggestions have been received which
are being keenly studied for implementation, where possible. We
express our thanks to all those who acknowledged receipt of our report
and took time off to benefit us with their views/comments. Some of
these are placed at pages 74 to 102 of Annual Report 2004.

Under Sub-Section 3 of Section 9 of the Punjab Office of the Ombudsman

Act 1997 (Act X of 1997)



1. Anti-Corruption Establishment
2. Board of Revenue
3. Communication & Works
4. Cooperatives/Housing & Urban Development
5. District Coordination Officers
6. Excise and Taxation
7. Education
8. Finance
9. Food
10. Health
11. Housing, Urban Development & Public Health
12. Irrigation and Power
13. Labour and Human Resource
14. Lahore Development Authority
15. Livestock and Dairy Development
16. Local Government & Rural Development
17. Police
18. WASA Lahore
19. Zakat and Ushr

Many of the issues raised in complaints were of the nature which

required remedial actions by more than one department. In some cases rules and
policies were found either not helpful in alleviating the malaise of the people at the
hands of public functionaries or awkwardly skewed against their general good. In
other cases, problems pertained to particular departments/agencies. To mollify the
situation, recommendations—general, applicable to all the departments and
specific, relevant to a particular department/agency have been framed. Concerned
Administrative Secretaries/Heads of Agencies are urged to consider the
recommendations dispassionately and take steps for removing the causes of public
inconvenience by adopting these.


Ignorance of rules/regulations and procedures is the bane of the

people at the hands of dealing officials in the public sector. At times, required
information is denied to the applicants with malafide intentions. This leads to
corrupt practices giving undue leverage to the officials and more resourceful
persons. Transparency in handling government business and dissemination of
information to the public can reduce unfair practices. Officials often refuse to
provide information on the pretext of confidentiality and secrecy even in matters
of public nature. We are of the view that in a well informed society, chances of
corrupt practices and maladministration are considerably lower as compared to the
one which is ill informed or not informed. The Federal Government has
promulgated Freedom of Information Ordinance, 2002. To reduce opportunities
leading to maladministration, nepotism etc. it is proposed that the:-
a) Government may promulgate a law for freedom of information in line
with the Federal Government, making it mandatory for the dealing
officials to provide information other than classified one, when
required by any person.

b) Information/guidance counters may be established in all the

departments. These be manned by officials well versed in matters
pertaining to that set up. They may be assigned the responsibilities
to provide free of cost proper information and guidance to all those
who come to the counter for help/assistance.

Each office should print brochures giving details about its activities, procedures
and set up through which a person can deal in connection with his relevant matter.
Such brochures should be provided free of cost to the persons asking for it at the
information/guidance counters.


Various government departments/agencies have to acquire private

land for public purposes. The constitution guarantees the citizens their rights of
property, which can only be taken over in accordance with law. Land Acquisition
Act has provisions for normal and emergent acquisition of land. Many instances
have been reported where departments occupied private lands forcibly without
completing acquisition formalities and without paying compensation to the owners
of the property. In quite a few reported cases even more than 40 years have passed
since the land was taken over but the compensation has not yet been paid. At times
the departments take the plea that amount of compensation has been deposited
with the Land Acquisition Collector, but in some cases it has not been found borne
out from the record. In this regard complaints received pertained mostly to the
Irrigation & Power Department and some to the C&W Department. All land
acquiring departments/agencies and Collectors responsible for conducting
proceedings of acquisition of land need to follow the provisions of the Act so that
in no case private property is taken over without awarding compensation or
depositing the properly assessed amount of compensation with the Collector.


There are huge amounts outstanding against the nation building

departments still to be paid to the contractors on account of works claimed to have
been executed by them. From the complaints received it has been found that:-

a) Over period of time works have been executed under different

programmes e.g. Tameer-i-Watan, Peoples Works Programme and
Tameer-i-Punjab. With the change of governments, these programs
were discontinued and release of funds stopped. Since then,
contractors are moving from pillar to post to get their dues for the
works executed but for one or the other reason they are not being
paid by the respective departments.

b) In I&P Department, works were carried out by the field officers on

the pretext of emergency without completing codal formalities,
allocation of funds and mostly on verbal instructions of the
concerned engineers. Works executed have been recorded in the
measurement books, bills prepared but not paid because of intra-
departmental proceedings although in some cases works were
verified by as many as 3 committees. In more than 30 cases
directions were issued by the Ombudsman but the Department has
every time changed its stance. It should have taken action against
the officers who got the works done without observing the codal
formalities at the time their cases came to light. Anyhow action at
this stage is also supported but payment of works which have been
verified to have been completed as ordered, needs to be made at the

c) A Civil Works Cell was created in the Education Department during

1992 to undertake construction and maintenance of buildings of
educational institutions. The Cell was disbanded in 1997. An
extremely serious irregularity pertaining to the Cell has been
highlighted in a number of complaints. Securities of works executed
were required to be deposited in profit bearing joint accounts of the
Contractor and the Engineer Incharge but reportedly this was not
done. The unrefunded securities which are in millions of rupees have
not yet been paid although the works were completed years back.
From the complaints it transpired that these securities had been
fraudulently diverted towards other activities resulting in hardship
for contractors.

d) In all agreements executed for carrying out development works, there

is a provision showing the period during which the security deposit
can be retained. There is also a provision regarding forfeiture of
security deposit but in most cases it has been noticed that neither an
order confiscating the security deposit is passed nor is it returned to
the depositor. This delay certainly causes loss to the contractor and
is an act of maladministration. Steps need to be taken to ensure that
proper orders regarding return or forfeiture of whole or part of
security deposit are passed in accordance with the agreement.

It is recommended that:-

i) The concerned Departments i.e. I&P, C&W, Education, LG&RD,

PHED in consultation with Finance should undertake an exercise to
ascertain liabilities and lay down modalities to clear these within 6
ii) System of release of securities should be streamlined and cases
decided in accordance with the provisions of the agreement.


In view of the nature and number of public grievances received in

this Office, it is concluded that at the departmental level either a system of
redressing specific complaints lodged by members of the public or even their own
employees does not exist or is not functioning properly. Each
Department/Agency/Office must have a senior officer earmarked by designation to
entertain public complaints, have these processed and to provide written replies to
them within the shortest possible time.


For dealing with complaints received in this Office, each

Department/Agency/ Office is required to nominate a Principal Officer who under
section 10(4) of the Act is to be addressed to get report/rebuttal of the complaint
filed in this Office. The efforts made by this Office to get the Principal Officers
designated and their names, telephone numbers, addresses etc. communicated have
not produced the required result. All Administrative Departments, Attached
Departments, Autonomous Bodies and District Officers should complete this
exercise and convey the names etc. of the Principal Officers nominated for
coordinating with this Office for expeditious processing of complaints of
maladministration. The Departments/Agencies/Offices are also required to keep
this Office informed of any changes in the Principal Officers which may be
necessary due to any reasons.

Government has reserved 20% of vacancies in BS 1 to 5 for

recruitment from amongst children of in-service or retired employees of the
government in BS 1 to 5, subject to eligibility. One child of such government
employee can benefit from this quota. Financial conditions of employees in BS 6
to 15 also call for sympathetic consideration on the same lines. A number of
complaints have been received wherein direction was sought for recruiting one of
their children against this reserved quota but the complainants being in grade 6 or
above, could not avail of this dispensation. Because of financial constraints faced
by all the non gazetted employees, the Government may consider to allow the
benefit to one child of employees in BS 1 to 10 in the first instance.


Scores of instances have been reported where commuted portion of

pension, after having become due was not restored for considerably long period
after the completion of number of years for which commuted value was paid. For
restoration of commuted portion of pension, documents usually demanded by the
departments, AG Office and District Accounts Offices are; application, service
book and verifications. Service books having become redundant for retired
government employees, are not traceable in a number of cases. Rule 18.12(a) of
the Punjab Civil Services Pension Rules reads:-

“The commuted portion of pension to the extent of ¼th or as

admissible shall be restored to the pensioner on completion of
number of years for which commuted value has been paid.”
For restoration of commuted portion of pension relevant information is available
in the Pension Payment Order (PPO) issued to each retired government servant.
Demanding sanction, verification or service book is contrary to the provisions of
the rule quoted above. In order to remove hardship in such cases, appropriate
instructions need to be issued to the Accountant General Punjab and DAOs to
strictly adhere to the provisions of the rule quoted above and suo moto restore
commuted portion of pension without delay, on completion of the period for
which pension was commuted.


On the death of a retired pensioner, pensionary benefits are

transferred to the widow/widower. In case she/he remarries, pension payments are
reportedly stopped. Finance Department vide circular letter No. FD/SR-III-
4/54/83(B) dated 25th August, 1983 has clarified that in case of the death of
widow, family pension will be admissible to the sons, if any, until they attain the
age of 21 years and the unmarried daughters, if any, until they are married or
attain the age of 21 years, whichever is earlier. Position regarding transfer of
family pension to sons/daughters on remarriage of a widow/widower being not
clear, officials in the AG/DAO offices take varying decisions. Many instances
have been brought to our notice that in such cases children of the deceased
pensioners/government servants suffered due to stoppage of pension.

It is recommended that a clarification may be issued that where a

widow/widower beneficiary of pension remarries, her/his pensionary benefits may
be transferred to eligible children of the deceased Government servant. Where
required, amendment in relevant rules/policy may be made.

Note 1 under Rule 3.5 of Punjab Civil Services Pension Rules


“Subject to the provisions of the Essential Services Maintenance

Act, all Government servants shall have the right to retire on a
retiring pension after completing 25 years qualifying service;
provided that a Government servant who intends to retire before
attaining the age of superannuation, shall, at least 3 months
before the date on which he intends to retire, submit a written
intimation to the authority which appointed him, indicating the
date on which he intends to retire. Such an intimation, once
submitted, shall be final; provided that if a Government servant
withdraws his application for voluntary retirement, or modifies
the date of such retirement, before its acceptance by the
competent authority, the application or the date of retirement
shall be deemed to have been withdrawn or modified as the case
may be.”

A number of complaints were received indicating that after submitting

application to the competent authority seeking retirement on completion of 25
years, the case was not decided and the proposed date intimated for retirement
lapsed. This created ancillary problems for the employee as well as the
department. Under the quoted rule, a right has been vested in the employees of the
Government to retire on completion of 25 years of service, which is being denied
or delayed by different departments on different pretexts. The employees faced a
number of financial, social and administrative problems which aggravated because
of inaction on the part of the deciding competent authority.

Administrative heads of all the departments at relevant tiers are suggested

to take cognizance of the situation and ensure observance of the referred rule
without discrimination, delay or inaction.


Under section 12(1)(ii) of the Punjab Civil Servants Act, 1974 a

civil servant retires from service on completion of 60th year of age. Notification is
required to be issued by the concerned authority well before the date of retirement
so that retirement benefits are granted immediately after the retirement. In this
regard Rule 5.2 of Punjab Civil Servants Pension Rules and instructions issued
vide No. FDSR.III-4/01/77 dated 14.4.1997 require initiation of the case for grant
of pension and retirement benefits, one year before the date of retirement.
Instances have also been reported where retirement notification was issued after a
considerable time, the date of superannuation had passed. Resultantly a
government official overstayed in service creating another set of problems.



In many cases pensionary benefits were not granted to the retired

officials under the pretext of recovery of dues, pending Audit Paras or pending
disciplinary proceedings against them. Two cases which can be mentioned are
that of a Food Inspector who was allowed retirement benefits 14½ years after his
retirement and a Tube-well Operator of Town Committee Sanglahill who was
allowed retirement benefits 10 years after his retirement and that too, on the
intervention of the office of the Ombudsman. There are hundreds of cases
indicating the sufferings caused to retiring officials because of delay in sanction of
pension. The departments and especially the pension sanctioning authorities need
to be told once again to strictly follow the rules and administrative instructions in
this regard. It is considered appropriate to add that in cases where unauthorized
overstay because of non issuance of retirement notification is found or retirement
benefits are delayed in violation of the pension rules, the concerned pension
sanctioning authority be proceeded against under disciplinary rules for
inefficiency and the pensioner compensated by paying him mark up for the period
the dues were denied for no fault of his.


This is a Fund contributed by the employees while in service with

the legitimate expectation that they would get benefit in future, when the need for
this arises. Different grants from this Fund are provided to the deserving
employees or their heirs. Maladies noticed in the procedure for sanctioning grants
from the Fund are:-

a) Irregular transfer of Benevolent Fund Grant

In a number of cases, it has come to the notice that the monthly

grant sanctioned in favour of widows/children is not paid regularly.
This results most frequently because the District Boards do not get
funds in time from the Provincial Board or the funds provided are
inadequate. It has been noticed that because of liberalization of
benevolent fund benefits, the Provincial Board is finding it difficult
to meet the demands particularly in respect of non gazetted
government servants. This needs to be attended to immediately as
curtailing the benefits would neither be appropriate nor desirable.
Enhancement in the rates of contribution and further improvements,
wherever possible, in the management of the Fund is suggested. The
Districts should prepare their annual budgets for the next year and
send these to the Provincial Board three months before the start of
the financial year, which should provide the funds to the District
Boards before the onset of the new financial year. If funds have to
be released to the District Boards in installments, it should be
ensured that the next installment is issued before the funds of the
previous installment are exhausted by the Districts.

b) Date of application for grant:

Vide notification No. SO.P.IV(S&GAD)8-4/2003(Pt.I) dated 15th

November 2003, it has been prescribed that application for grant
from Benevolent Fund for marriage, funeral etc. shall be made
within 275 days to the parent office which shall be submitted to the
concerned Benevolent Fund Board by the office within one year
from the date of marriage, death etc. Because of inaction or
negligence in a number of cases, these are not forwarded in time to
the Benevolent Fund Board concerned. Many such applications are
summarily rejected as time barred. This Institution earlier
recommended that date of application be reckoned w.e.f. the date it
is submitted to the department instead of the date it is received by
the Benevolent Fund Board. Although time for receipt of
applications by the parent office and the Benevolent Fund Board has
been enhanced vide referred notification but the problem still
remains causing hardship to the employees. It is again emphasized
that amendment to the effect that limitation about submission of
application be checked with reference to the date on which the
application is submitted to the parent office. In case of delay in
forwarding the application, the concerned employee and head of the
parent office concerned be held accountable. It needs to be laid
down explicitly in all the rules/instructions on the subject.
c) Delay in processing applications:

It has been observed that meetings of Provincial and District

Benevolent Fund Boards are not being held regularly causing delay
in processing and finalizing applications for sanctioning grants. The
system needs to be streamlined to mitigate the sufferings of the
deserving employees. Meetings are usually postponed on one or the
other pretext. It is suggested that the Provincial and District
Benevolent Fund Boards should issue schedule for a year to hold
meetings bi-monthly on predetermined dates which should not be
postponed and if postponement is unavoidable, the meeting should
be held soon after the original date.

d) No Marriage Certificate:

Monthly stipend from the Benevolent Fund is paid to the widows

including those in advanced age, on filing ‘No Marriage Certificate’
after every 6 months in the relevant bank. Widows of the age of 60
years or above usually forget to file ‘No Marriage Certificate’
resulting in stoppage of the grant. It appears appropriate that widows
who are 60 or more may be exempted from submitting No Marriage

e) Monthly stipend to widows:

In the annual report 2002, an anomaly was pointed out and

recommendation made. The situation remaining the same for want
of necessary amendment in the rules, the same recommendation is

Widows whose husbands die during service are granted financial aid
out of Benevolent Fund for life whereas widows whose husbands die
after retirement are granted financial aid for the unexpired period of
15 years from the date of retirement of the deceased officials. Equity
demands that this disparity be removed and widows of those
government servants who die after retirement may also be allowed
the grant for life.

f) Difference in amount of scholarship to children of gazetted and

non gazetted employees:

Perhaps because of greater pressure on the Fund for the non

gazetted employees, scholarships paid to the children of non
gazetted employee are far less than the scholarships paid to the
children of gazetted employees. This results in hardship and
heartburning among the non gazetted employees. At least in this
category, the difference should be done away with because the
educational expenses in both cases should be more or less the same.
This, if done, can also enable bright children of non gazetted staff to
get education in better institutions. The Government may, in fact,
also consider doing away with separate funds for gazetted and non
gazetted employees which is an arbitrary dividing line anyway.



According to Rule 17-A of the Punjab Civil Servants (Appointment

& Conditions of Service) Rules 1974, if a Government servant dies in service or is
declared invalidated/incapacitated for further service, his one unemployed child or
his widow/wife shall be appointed in BS 1 to 5 without observing formalities in
the department in which he was working. Vide S&GAD Notification No. SOR-
III-2-42/92(P.II), dated 12.4.2003, widow/wife has been made eligible to avail of
the benefit of this rule. Under rule 3(viii) of the Punjab Civil Servants Recruitment
(Relaxation of Upper age limit) Rules 1976 maximum upper age limit for
appointment of a child of a deceased/invalidated/ incapacitated government
servant under Rule 17-A has been raised by 5 years. Clause (ix) in rule 3 in the
Punjab Civil Servants Recruitment (Relaxation in the upper age limit) Rules 1976
has been incorporated vide notification No. SOR-I(S&GAD)9-I/2000(P-1) dated
15.10.2002. It reads:-

“Appointing authority may grant relaxation in upper age limit up to

a maximum period of 10 years to a family member of the deceased
civil servant who dies during service”.

In order to enable widow/wife of a deceased or incapacitated/invalidated

government servant to get benefit of Rule 17-A, consequential amendment in Rule
3 clauses (viii) and (ix) of the Punjab Civil Servants Recruitment (Relaxation in
upper age limit) Rules, 1976 may be made as follows:-

a) In clause (viii) after the word ‘children’, words ‘widow/wife’ may

be added.

b) In clause (ix) after the word ‘deceased’, words ‘incapacitated for

further service’ may be added.



In a number of complaints where maladministration or corrupt

practices of civil servants were proved during investigation in this Office,
recommendations were made to proceed against the delinquent officials for taking
disciplinary action against them. Departments usually took action against them but
awarded punishment of ‘warning’ or ‘censure’. It is pointed out that ‘warning’ as
punishment is not provided in the referred Ordinance. Even ‘censure’ is found not
commensurate with the act of maladministration or corruption committed by the
concerned official. The Ordinance does not contain any provision empowering the
Government to review the propriety of any findings, penalty or orders passed by
the competent authority in disciplinary cases to see whether it is commensurate
with the charge. Resultantly, the impact of recommendations made by this
Institution got diluted because orders of the authority penalizing a delinquent
official can not be revised under the existing arrangement. It is pointed out that in
the Punjab Civil Servants (E&D) Rules 1975 and 1999, powers were available to
the Government to call for and examine the record of any proceedings before any
authority for the purpose of satisfying as to the correctness, legality or propriety of
any findings, penalty or order recorded or passed and as to the regularity of any
proceedings of such authority. It is deemed appropriate to suggest that an
amendment may be made in the Punjab Removal from Service (Special Powers)
Ordinance 2000 granting powers of revision to the Government and enhance the
punishment, where undue leniency has been shown.


After promulgation of the Punjab Local Government Ordinance

2001, a new setup of District Governments has been established. Under the
Devolution Plan, powers of different departments of the Province were devolved
to the District Government. Posts of Commissioners, Deputy Commissioners,
Assistant Commissioners and Divisional Directors etc. were abolished and posts
of District Coordination Officers, Executive District Officers, District Officers and
Deputy District Officers were created. A number of departments previously
working independently at Divisional/District level, were grouped together under
one EDO which created anomaly in regard to promotion of employees of those
departments. To sort out these issues, Government of the Punjab determined the
cadre strength of various functional groups/officers of the respective departments
and directed the concerned departments to take up necessary amendments in their
respective service/recruitment rules regarding appointment/promotion of their
officers/officials under the new setup. It has been observed from a number of
complaints received in this office that this exercise has not been completed as yet
with the result that promotion cases of the employees of the concerned
departments are being delayed causing frustration amongst the employees. It is
recommended that this process should be geared up and completed on top priority



Under Rules 5, 6 & 7 of the Punjab Anti-corruption Rules 1985, an

Additional Director or Deputy Director is competent to initiate preliminary
enquiry on charges of corruption or corrupt practices against a government official
in BS 18 and below. Where there are reasonable grounds to proceed further, the
case is either referred to the appointing authority of the accused public servant for
departmental proceedings or a criminal case under Rule 8 is registered. After a
criminal case has been registered, investigation into the allegations is carried out
and under rule 15, the case is either:-

a) Dropped, where allegations are not established, or

b) Recommended for departmental proceedings where prosecution is

not called for.

c) In a case where sufficient grounds are available for prosecution, it is

challaned and sent to the court of competent jurisdiction, after
obtaining sanction for prosecution as provided under Rules 11, 12 &
13 of the Rules ibid.
A number of instances have been reported pointing out that
criminal cases were registered on the basis of findings of preliminary enquiry but
after completing the investigation, these were dropped. Evidence collected during
preliminary investigation should ordinarily indicate whether a criminal case will
be established. Therefore, when after registration of a case and its investigation, it
is decided to drop prosecution, doubts arise and allegations of arbitrary exercise of
power are made.

There is need to minimize arbitrary exercise of discretion. In our

view, cases registered may be dropped or recommended for disciplinary action
only with the approval of the court because section 173 Cr.P.C. requires
submission of report to the court in all cognizable cases registered and


A) Revenue Department:

In many of the complaints pertaining to revenue matters, conduct of

Patwaries and revenue officers particularly about their integrity, inaction and delay
has been highlighted. Investigation into these complaints has revealed following
issues requiring immediate attention:-

i) Delay in issuing copies of revenue record to the applicants/

owners of land.

ii) Issuance of incorrect/fake copies of revenue record.

iii) Delay in entry and decision of mutations even in cases based

on registered deeds.

iv) Over charging of various fees by Patwaries e.g. mutations

fee and fees for providing copies of the revenue record.

v) Arbitrary assessment of land value for determining mutation

fees usually causing loss to the government.
vi) Incorrect and fabricated entries in Khasra Girdawari.

viii) Inaction regarding encroachments on state land and village

common paths creating problems for the residents of the locality.

In order to address the problems, it is recommended that Board of

Revenue may consider the following for remedying the situation:-

a) For each revenue estate, valuation tables according to

classification of lands for assessing mutation fees may be notified
and updated periodically.

b) Rates of fees and charges recoverable by a Patwari may be

displayed at conspicuous places outside the offices of Patwari,
Kanoongo, Naib Tehsildar, Tehsildar DDO(R) and DO(R) for
information of the general public and posted on websites of BOR
and other offices.

c) A yearly statement with full particulars of lands transacted in a

revenue estate may be displayed in the month of January every year,
outside the offices of Patwaries and the concerned Kanoongos, for
information of the general public.

d) Steps be taken to revive the system of attesting mutations in Ijlas-e-

Aam so that fraudulent transactions are minimized.

e) Now that Revenue Officers upto the level of Collector have been
relieved of other multifarious duties, the system of regular and
surprise inspections of record, offices and performance of Patwari,
Kanoongo, Naib Tehsildar, Tehsildar be restored ensuring up to date
maintenance of record by the concerned officials.

f) Computerization of revenue record is in hand with the government.

It needs to be expeditiously completed to provide relief to the public.
B) Consolidation Department:

Instances have been reported where consolidation proceedings have

not been completed for years creating serious problems for the right holders in the
estate as well as delay in preparation of record of rights.

It is proposed that the Member (Consolidation), Board of Revenue,

should, depending upon the size of an estate, fix the time limit during which
consolidation proceedings taken up either initially or under a remand order must
be completed. There may be instructions to this effect but these are being
flagrantly violated and need to be enforced strictly.


Complaints against Communication & Works Department have been

received mostly from the contractors and in some cases from the public as well.
Issues highlighted in the complaints are:-

i. Payment to the contractors was either delayed or not made on

the pretext of poor quality of work or that the work was
carried out without completing codal formalities i.e. technical
sanction of estimates, inadequate budget allocation, start of
work on the verbal instructions of the concerned Executive
Engineer and Sub Divisional Engineer etc.

ii. Since the establishment of District Governments,

development and maintenance of infrastructure has been
entrusted in a district to one department headed by
EDO(W&S). Liabilities of works previously carried out either
under Local Govt. or some other department have been
transferred to Works & Services Department in a district. In
numerous cases old liabilities of contractors have not yet been

iii. Complaints filed by private individuals mainly pertained to

use of substandard material, poor quality and delay in
execution of work by the contractors of the department. In
some cases it was pointed out that roads and buildings started
deteriorating soon after their completion.

iv. Some serious complaints reveal that buildings are left

incomplete for long periods because funds are not provided in
the budget, resulting in deterioration of completed work and
disputes with the contractors and most importantly denial to
the public, the benefits which would have accrued by
completion of these projects.

It is recommended that the department should ensure that:-

a) Outstanding liabilities which are admitted are cleared in the light of

rules and facts, redressing genuine grievances of contractors.

b) Works, as planned and tendered, are completed within the specified

time enabling the public to benefit from the facilities developed by
the government.

c) Serious notice must be taken of cases where codal formalities i.e.

technical sanction of estimates, allocation of budget, transparent
tendering, proper execution of agreement etc. have not been done.

d) To ensure quality and durability, minimum maintenance free period

for each type of work be prescribed. If during this period need for
repair/maintenance arises, the concerned engineers who executed the
work, be held responsible and proceeded against.
e) It would be advisable to provide in the agreement a schedule of
payment to the contractor instead of leaving it to the discretion of the
Engineer Incharge, which discretion is often not exercised

f) The Department must devise a plan to complete innumerable

schemes lying incomplete, deteriorating rapidly and not projecting a
good image of government functioning. It must also ensure that this
problem does not arise again.


A number of complaints are received about various housing

societies which have defrauded people of their hard earned money and have either
not carried out any development at site or have done an extremely unsatisfactory
job of development works. Affected people run from pillar to post to get
possession of the plots for which they had made payment years back.

It is recommended that an effective law regulating the working of

the housing societies—maintaining balance between the interests of the members
and the need for encouraging private sector to meet the acute housing shortage—
should be promulgated. Housing Department has prepared rules to regulate the
working of the societies. In our view the matter is far too serious and the problem
too big to be addressed by rules. A law for this purpose appears to be essential.


In a district, grants out of Benevolent Fund are provided to

deserving in-service, retired government servants and to the heirs of deceased
government servants. Inordinate delays have been highlighted as a common
grievance in sanctioning of grants by the Boards. Apparently, regular meetings of
the District Benevolent Fund Boards are not being held by the DCOs causing
hardships for the deserving applicants. Irregular/inadequate release of funds by
the Provincial Board also results in hardship to the recipients of the grant.

It is proposed that each district should, in the beginning of the year

publish a schedule for holding meetings of District Benevolent Fund Board, at
least once in two months on fixed date for expeditious finalization of pending
cases. DCO as Chairman must find time to hold the scheduled meeting. Even in
cases where postponement is unavoidable, the date of the meeting should be fixed
while postponing the meeting.

It is further proposed that each district must prepare its annual

budget clearly giving details of funds required to meet its obligations under
various heads and send it well in time to the Provincial Board and follow up for
timely release of funds.


Rate of tax on property is assessed according to its use i.e. self-

occupied, rented, commercial etc. In the survey reports for determining use of the
property, incorrect information about its nature of occupation was recorded. This
leads to malpractices because property tax rate applicable to self-occupied
building is much less as compared to rented/commercial properties. Concerned
Inspectors manipulate this position to derive undue benefits by blackmailing the
owners. In different complaints, the maladies highlighted are:-

i) Nature of property use was wrongly determined, as rented or

commercial against self occupied, resulting in much higher tax on
the property.
ii) On appeal, the concerned authority corrected the property use but
prospectively and the owner was forced to pay the tax according to
the status given in the notice.

iii) Even when it was proved that the survey report or the notice for tax
contained wrong information regarding nature of occupation, no
action was taken against the concerned official who created
problems for the citizens and perhaps also forced them to pay
bribe for making correction in the record.

iv) Notices issued to property owners are rarely legible and are issued
without filling all the columns or giving postal address, telephone
number of the officer sending it. Deciphering these and
understanding their import is not possible for ordinary citizens.

v) Discrepancies have been pointed out in the covered area recorded by

the field staff of the department and actually on ground resulting in
excessive tax imposed on the owner.

vi) Complaints received also indicate that departmental officials change

the name of owner/occupant on PT1 without fully satisfying
themselves that change of ownership has taken place lawfully. This
creates serious difficulties for the genuine owner and unavoidably
litigation ensues.

In order to address the situation, we are of the opinion that the

department may consider the following recommendations for implementation, in
the larger public interest:-

a) Tax on property is not similar in nature to the income tax.

Classification as self occupied, rented or commercial is the biggest
single source of corruption. It needs to be examined further whether
the classification can be done away with and uniform tax rates
applied to eliminate discretion of the lower functionaries. At least
the difference in assessment of rented and self occupied residential
and commercial properties needs to be done away forthwith.

b) Self assessment of tax on property may be examined on the pattern

of income tax and 10% of returns so filed may be subjected to
detailed scrutiny. Where discrepancies are detected, penalties may
be imposed to deter concealments or providing distorted

c) Cantonment Boards allow 15% rebate in property tax if payment is

made by 30th September and 10% remission is given for
maintenance if payment is made within the year to which the tax
pertains. Reportedly this has yielded good results for collection of
tax. Empirical studies may be carried out to see if similar incentive
can be allowed to the owners in non cantonment areas where tax on
property is levied. This incentive may lead to savings in the
expenses now incurred on collection of tax.

d) In order to make assessment and collection of tax transparent,

notices issued to the owners should be in ‘Urdu’ providing following

i) Category of locality where the property is situated.

ii) Total area of the property.

iii) Covered area of the property.

iv) Location of property i.e. main road/off road.

v) Classification of property i.e. self occupied, rented or commercial.

(Until the classification is discarded/reduced)

vi) Formula applied for calculating tax.

vii) Rate of tax applicable on the property.

viii) Designation, telephone number and address of the assessing
and appellate authority.

e) The rate of tax at present is 20%, if the ARV is upto Rs.20,000/- and
25% if the rental value is in excess of Rs.20,000/- which is rather
high and may be encouraging under assessment of rental value. A
fresh look on the rate of tax is indicated. The Cantonment Boards
charge 15% of ARV as tax.

f) The appellate and revisional authorities pass laconic and non-

reasoned orders. They should be required to pass reasoned/speaking
orders. For this purpose proper training be arranged for them.

g) It is proposed that clear instructions prescribing a procedure of

change of name on the PT1 should be issued. The person whose
name is proposed to be replaced must be given a notice and an
opportunity of hearing, apart from considering the proof which the
new claimant might have in his possession. Disputed cases should
be left to the court to decide.

h) The present procedure of transfer of ownership of vehicles is also

far from satisfactory, resulting in complaints about unauthorized
transfer of vehicles. It is essential that before transferring a vehicle
the ownership and express consent of the transferor should be
ascertained and kept in the record.


In complaints pertaining to this department following problems have

been pointed out:-

i) Before recruitment of educators, clear available vacancies were

ascertained school-wise in all the Districts. Subsequently, before the
process of recruitment was initiated, regular teachers were
transferred to create vacancies at desired places. Resultantly, more
educators were recruited in some areas and less in others providing
unequal employment opportunities to deserving candidates.

ii) In some cases, educators recruited against clear vacancies when

reported for duty at the school of their appointment, found that there
was no vacancy against which they could join. To rectify this,
regular teachers were transferred and against the vacancies thus
created educators were adjusted. Due to mismanagement, a lot of
time of the teachers and the taught got wasted. Some educators and
teachers got frustrated which lead to avoidable pull and push for
their adjustment.

iii) Under four tier formula, posts were identified in different colleges
and schools. Against these posts, teachers were promoted. Because
of extraneous factors, promoted teachers were not adjusted on merit
against available vacancies, rather junior teachers were allowed to
continue against posts in higher scales or at the stations of their
choice. Students in rural and mufasil areas remained deprived of
quality education.

It is proposed that the supervisory officers of the Department take

notice of the state of affairs and ensure full compliance of rules and

iv) Since 2002, quite a large number of teachers/educators have been

recruited on contract basis in the Education Department. Under the
terms of contract, no facility of maternity leave with pay has been
allowed to the female educators causing them hardships. Services
and General Administration Department vide No. DS(O&M)5-
3/04/contract(MF) dated 29th December, 2004 has notified Contract
Appointment Policy. It provides that maternity leave of 90 days with
pay once in a tenure of 5 years, will be admissible to the female

It is recommended that in line with the notified Contract

Recruitment Policy of the government, similar provision about maternity
leave may be included in the terms and conditions of the female educators
already recruited.

v) At the time of admissions in colleges/higher secondary schools,

students deposit library security. They can seek refund of this security
within two years of the conclusion of their academic session. In many
cases, the unclaimed security is either deposited in the dead account of
the institution to avoid audit objection or pilfered by the dealing
officials with forged signatures of the students. In such cases, the
students suffer financial loss. It is proposed that:-

a) Security should be refunded to the outgoing students through

crossed cheques and dispatched to them at their residential
addresses without requiring them to make a formal request for

b) Alternatively, the Department may examine the issue and

come up with a solution ensuring timely refund of security to
the students.

c) For proper utilization of unclaimed security, rules and

procedures be prescribed.

vi) A very huge number of complaints were received from teachers of

various categories clearly showing that their service matters e.g.
advance increments, move over, selection grade, promotion etc. are
inordinately delayed. It seems that lot of the time of the teachers is
taken in pursuing their service matters.

The senior officers need to take notice of this state of affairs and to
rectify to enable the teachers to devote their time and energy to their basic
responsibility of imparting education rather than running after the officials
to get what is their due.

vii) BISEs/Universities: Scores of complaints received against BISEs

and Universities highlighted different types of maladministration
committed at their ends. Some of these are:-

i) Forms seeking admission to examinations are mechanically

processed and accepted without verifying the entries with the
previous record available in the BISE/University.
Subsequently, when the results are declared, result card and
certificate/degree are withheld on the pretext of different
anomalies viz a viz previous record. This creates hardships,
wastage of time and money of candidates.

ii) Roll no. slips are issued with considerable delay. In some
complaints it was alleged that the examination centers quoted
on the roll no. slips were found wrong.

iii) Candidates not satisfied with the evaluation of their answer

sheets apply to the concerned BISE/University for their
rechecking. Instead of giving them an opportunity to examine
the papers themselves, the dealing staff on their own check
the papers and furnish stereotype reply. They take shelter
behind rules. In some cases it was found that while evaluating
the papers, the examiners had either not followed the marking
key or omitted to mark some answers resulting in loss to the
iv) Very large number of candidates visit the offices of BISEs
and Universities daily seeking information regarding their
examinations, applications or forms submitted. The number
of complaints received indicate that either these offices are
insufficiently manned to guide and provide requisite
information to the candidates or the staff posted there does
not help and guide them properly.

v) In many cases, degrees and certificates are not issued to the

candidates even after passage of many years of clearing the
examination. They have to apply to the concerned
BISE/University to get their certificates/degrees. For the
purpose, they have to pay additional fee to the concerned
office which is an unnecessary and uncalled for burden
because of no fault of theirs.

In order to address the situation, it is recommended that:-

a) All admission forms received must be properly scrutinized before

roll number slips are issued. Provisional roll no. slips where issued,
should immediately be followed by scrutiny and if any discrepancy
is found, this be conveyed to the candidates at their given addresses.
For this computerization of records is absolutely essential.
b) Arrangements should be made to ensure that roll no. slips and date
sheets are received by the candidates at least 20 days before the
commencement of the examinations. For the purpose an elaborate
time schedule be chalked out. Date sheets should be placed on the
website of each Board/University.
c) All Boards and Universities should try and post the results on their
d) Certificates/degrees must be issued to all successful candidates
within 6 months of the announcement of the result. If these are not,
and a candidate applies for the certificate/degree no additional fee
should be charged from him.
e) Re-checking/re-evaluation of answer sheets should be made more
meaningful and done in the presence of applicant candidate and he
should be allowed in the presence of the committee to properly
examine his answer sheets. He should be given the opportunity to
satisfy himself that:-

i) The answer book or any part has not been changed.

ii) No portion/sheet has been removed.
iii) No answer has been left unmarked.
iv) Marks have been totalled correctly.

The candidate’s observation should be replied to his satisfaction as far

as possible. Where any discrepancy is found to be genuine, this should
be rectified without hesitation. Candidates, of course, can not be
allowed to argue that marks awarded to a particular answer are
strict/less that what he expected. Rules as framed at present should not
become obstacles in the way to satisfy the candidates. These should be
amended in the interest of justice and equity.
f) Complaints Redressal/Information Centres in all
Boards/Universities must be refurbished. There should be a system
of registering all complaints received/information sought with proof
of complaints having been investigated and reply furnished and
information provided.
g) Like computerized NIC, photograph of the candidate should be
printed on his certificate/degree to avoid possibility of forgery.
Technology is available which should be harnessed.
h) It is observed that important documents like roll no. slip, result card
and degrees are sent to the candidates through ordinary post. There
are cases in which it is alleged that these are either lost or fall in
unconcerned hands or the candidates deny having received them. All
information to the candidates must be sent through registered
viii) Scholarship: A number of scholarships are awarded by the
Government on the basis of various public examinations.
Complaints have been received indicating that because of
introduction of new disciplines or changes in the nomenclature of
certificates/degrees, grant of scholarships is denied to deserving
students. This can be illustrated by the following two examples:-
i) a student passing F.Sc. Examination was not granted
scholarship as she had joined B.Sc. Honours and not B.Sc.

ii) a student who got a certificate of FA despite taking

Economics and Mathematics as two of the subjects in the
Intermediate was not allowed scholarship when she joined
under graduate class with Mathematics A&B, on the ground
that this would lead to a B.Sc. and not B.A. degree.

It is proposed that Education Department may review the policy

documents e.g. Education Code etc. and update these to eliminate the complaints.


Complaints have been received expressing dissatisfaction over

replies sent by the Finance Department. It is noticed that rarely, if ever, reasons
are given as to why the Finance Department has turned down a request or a
proposal. There are complaints of serious delay in providing advice also.
It is suggested that the Finance Department must give reasons to
support the advice/decision which it has taken in a particular case. It should also
take steps to reduce the time being taken in giving its advice.


Cess on sugarcane is contributed by the growers and the mills in

equal proportion. The funds collected are used to maintain Farm to Market Roads
and further expand this infrastructure. Instances have been reported indicating
poor maintenance of these roads causing damage to the machinery used in
transporting sugarcane from fields to the mills. It has further been pointed out that
huge amounts of sugarcane cess are still outstanding against the mill owners. In
some cases it has been reported that mill owners either had not paid price of the
cane to the grower or paid it after long delays thereby, keeping grower’s money in
their use. Dwindling mutual confidence between the growers and mill owners is
ultimately adversely affecting the production of sugarcane.

It is suggested that:-

a) Outstanding dues be recovered from the mill owners. A proper

system of maintenance of roads constructed from sugarcane cess
fund, be evolved to facilitate transportation of sugarcane.

b) The Cane Commissioner should strictly enforce the rules requiring

payment of mark up, in cases where payment of price is delayed.


Despite noticeable growth of health facilities in the private sector,

large sections of the population still look up to public sector health services
because of meager resources at their disposal. The situation depicted in complaints
highlights sufferings of people and increasing incidence of disease because of the
following reasons:-
i) Doctors in government hospitals ask patients to get treatment at their
private clinics. In the hospitals, they do not provide required attention
and care to the patients.

ii) Private hospitals and health centers though helping in providing

health services to the patients but are very expensive and not under
any regulatory framework.

iii) In rural and mufassil areas, health services are still more
unsatisfactory. Health centres are dysfunctional for want of staff,
medicines and equipment. In many cases buildings of health centers
had been left incomplete resulting in wastage of public wealth.

iv) Machinery and equipment in hospitals remains out of order.

Lithotripsy machines in Urology Ward of a teaching hospital is
reportedly out of order for the last couple of years. All of the air
conditioners installed in the Cardiac Intensive Care Unit of the same
hospital were nonfunctional even in humid rainy season.

v) Since the grant of autonomy to big hospitals, quality of medical

services has gone down and cost being paid by patients gone up.

vi) There are numerous complaints of improper/wrong/delayed

treatment in government hospitals.

In order to improve delivery of health services, qualitatively and

quantitatively, the department may consider the following:-

a) Policy/rules may be formulated to regulate working of and lay down

standards for private hospitals and health centres. Some check on the
charges to keep these within reasonable limit, would be appropriate.
b) Performance of hospitals which were granted autonomy needs to be
got evaluated to see what else needs to be done to make the hospitals
patient friendly and provide the best possible services.

c) Incomplete buildings of health units in rural areas be completed.

Dysfunctional health units be made functional by providing required
staff, medicines and equipment.

d) The problem of absenteeism particularly in rural areas which has

been affecting delivery of service despite huge expenditure on brick
and mortar, needs focused attention.

e) Diagnostic and other equipment in hospitals be brought and kept in

working order. Persistence of this problem despite grant of
autonomy to some hospitals defies explanation. Obsolete and
beyond repair equipment be replaced.

f) The Health Department should have a Board of competent doctors

to inquire into complaints of wrong and delayed treatment and
professional malpractices resulting in serious damage to the patient
or even death.

g) Serious efforts are required to check the menace of quackery which

is flourishing.

11. HUD & PHE

Quality of water in many areas is not fit for human consumption.

For drinking water large areas are fed by canals/rivers. Untreated municipal
sullage water and industrial effluents are being discharged into rivers and canals
increasing pollutants concentration beyond safe permissible limits. It is a serious
health hazard indeed.

The Department should take steps to tackle the problem which has
already assumed serious proportion.

In quite a sizeable number of complaints received against the

department, different problems/issues highlighted are:-

i) When land under canal command area is excluded from an outlet

for the purpose of irrigation, having come under abadi, its share of
water so becoming available is not distributed on the land remaining
under CCA. It is either misused by some influential share holders or
manipulated by the officials of the department for their own benefits.

ii) With the passage of time, changes take place in ownership etc. and
‘Wara Bandi’ needs to be updated but it is not done because of the
cumbersome procedure under the Canal and Drainage Act.
Resultantly, quite a large number of disputes on water rights/use
arise and sometimes lead to serious situations.

iii) Whenever any outlet is found broken or altered or a breach occurs

in the embankment of a canal or instance of water theft takes place,
FIR is lodged by the officials of the Irrigation Department against all
the share holders of that outlet. Without verifying as to who had
actually caused the breach such an open ended FIR has proved to be
a tool in the hands of police to extort money from the landowners
without enquiring and identifying the actual culprits. They resort to
indiscriminate action and in many cases even innocent persons over
70 years of age were arrested.

iv) Irrigation Department imposes ‘Tawan’ for unauthorized use or

theft of water. Because of change in ownership on ground not
effected in the record, action is initiated against owners rather than

In order to rectify the maladies, it is proposed that:-

a) Like updating of quadrennial Record of Rights, ‘Wara Bandi’ be
also updated preferably after every four years, by observing the due

b) In a revenue estate where land use has changed from agricultural to

residential or industrial, excess water becoming available may be
provided preferably to lands at the tail or distributed equitably
amongst the owners of land in the same estate.

c) In case of any damage to the irrigation channel or breach in the

embankments of a canal/distributory before lodging FIR, the
Irrigation Authorities should conduct enquiry, fix responsibility and
then lodge nominated FIR. Where it is not possible, the police
should, before arresting anyone, undertake appropriate investigation
and then initiate action only against those who in the light of
evidence are substantially found involved. Umbrella action should
be avoided in all cases.

d) In order to avoid implications of imposing and collecting Tawan

from unconcerned persons, it is necessary that record of
ownership/land tillage with the Irrigation officials is updated on four
yearly basis as is being done in case of quadrennial Record of
Rights. Such updating of record should be made fool proof in
consultation with the local owners of land and the revenue officials.


Since the introduction of metric measuring system, the public is

being overcharged because of poor checks on weights and measures being used in
the markets. For liquids like milk, 200 ml unit is used as equivalent to ¼th of
liter/seer and yard in place of meter. Weights and volume on the packed stuff are
written in very small print. Competitors in the market reduce prices by concealing
unit weight and volume which stand reduced.

It is proposed that for selling of packed commodities units may be

standardized and manufacturers/sellers be not left to their discretion to change
these units. The possible option can be 50 gram, 100 gram, 250 gram, 500 gram,
1Kg or 50 ml, 100 ml, 250ml, 500ml and liter or its multiples etc. For selling
cloths, it should be ensured that only meter is used.


With effect from June, 2004, LDA has modified its exemption
policy to the effect that permissible exemption stand virtually withdrawn. It has
been made applicable retrospectively. There are still scores of exempted allottees
from whom even the development charges have been recovered but they have not
been given possession of their plots on one pretext or the other. They have
suffered because of no fault of theirs. The Authority should have retained plots for
allotment to those whose land was acquired giving them the option of getting an
exempted plot. Due to the wrong already committed, another wrong is being
committed by offering them compensation at the rates when the land was acquired
a quarter century back or more.

To mitigate the sufferings of exempted allottees it is proposed that

the Authority may reconsider its decision of June 2004:-

a) Any amendment in the exemption policy may be made applicable

prospectively and not retrospectively.

b) After determining their genuineness, all exempted allottees be given

possession of their plots. In case, plots are not available,
compensation of their lands at the present prevailing market rates
may be given.

Livestock and Dairy is the growing field of economic development

in the country. Different diseases affect the quality of animal products like meat,
milk, cheese and butter. Foot and mouth disease is highly contagious and its
recurrence in different areas is reported intermittently. Reports have been received
indicating poor quality of medicines, improper care being provided by the
Veterinary Hospitals/dispensaries and inadequate vaccination.

The department is advised to monitor working of its field units and

supervise the staff to ensure qualitative improvement in delivery of services for
better health of the livestock.


A) Water Supply Schemes

Supply of clean drinking water is an important responsibility of the

government and its agencies. Since Devolution, management, operation and
maintenance of rural water supply schemes have been entrusted to the Tehsil
Municipal Administration which were advised to constitute ‘Users Committees’
comprising members of the area served by the water supply scheme for its
operation and maintenance including collection of water charges. There would not
be many cases in which the committees are functioning effectively. The result is,
scores of water supply schemes are lying idle and people are not getting any
benefit out of the huge capital investment made by the Government. The staff
posted to operate/look after these schemes has not been paid for months. With the
passage of time, machinery, equipment and distribution system is deteriorating and
its restoration after years will be a very expensive affair.
It is proposed that the LG&RD Department should take stock of the
situation on top priority basis, evolve a policy to make these water supply schemes
functional and have in place a system of their maintenance. It should also be
ensured that the essential staff required to operate these/perform watch and ward
duties is paid regularly because leaving these schemes at the threshold of TMAs
which do not have the resources to maintain these, is causing hardship to the
people and to the employees and is certain to cause loss to the huge investment of
public funds made in these schemes.

B) Delay in Payment of Pension and Gratuity

Scores of complaints have been received against TMAs for non

payment of pension and gratuity. Although Government has issued instructions
vide letter No.SOIV(LG)1-10/2002 dated 14.4.2004 whereby pension and gratuity
have been made first charge on even development funds but still the problem has
not been resolved because the TMAs are unwilling to act on the directions and
sufferings of retired officials are continuing. Another equally distressing act of
maladministration is the non payment of pension share of retired employees by the
TMAs to the District Government or other departments to which they had been
allocated after the Devolution. It is strongly urged that LG&RD Department
should take effective steps to resolve this, ensuring timely payment of pension to
the retired officials.


Statistical Analysis would indicate that 1307 complaints i.e.,

17.31% of the total complaints received in 2004, pertained to Police. In terms of
number of complaints received against an agency, Police was at No. 2 during the
years 2000, 2001 and 2002 but since 2003 it has come on the top. Increasing trend
of grievances against Police calls for serious attention of the senior police
officers. The complaints received indicate disregard to laws, rules and its
mandated responsibility of protection of life and property of the people.
Promulgation of the Police Order 2002 has yet to address these complaints.

Different acts of maladministration reflected in the complaints

against Police are:-

a) Refusal or delay in registering FIR in clearly cognizable cases.

b) Providing protection and undue leverage to the accused enabling

them to suppress evidence against them.

c) Forcibly entering private houses without search warrants and prior

completion of procedural formalities.

d) Arresting people or calling them to Police Station without recording

FIR, subjecting them to coercive investigation methods while
keeping in illegal custody and releasing after taking bribe.

e) Intercepting people on their way and extorting money from them

under coercion.

f) Use of third degree methods for investigating crimes/offences.

g) False recoveries and tutored witnesses included in the challans,

ultimately defeating criminal cases before the courts.

h) Detaining travellers at police ‘Nakas’, harassing and extorting

money from them.

i) Not taking action u/s 88 Cr. P.C. and being content with getting the
accused declared as P.O.

j) After investigation, where the charges are not proved reports u/s
173 CrPC are not submitted for months before the court.

Complaints received by this Office are sent to the concerned DPOs

for enquiry and report, who in turn, send these to the very subordinate officer for
enquiry who had been complained against. A number of reports received showed
lack of application of mind independently. In most cases comments were received
with considerable delay. Officials found guilty as a result of enquiry were not
awarded penalties commensurate with the guilt and were rather just ‘warned’ or

Based on the experience of this Office the following suggestions

are made:-

i) The Institutions provided in the Police Order for redressal of public

grievances should be made fully operative and all means provided to
them to perform the assigned functions.

ii) Strict action should be taken against police officials found involved
in raids on houses without search warrants issued by a court of law
or in clear violation of the provisions regarding hot pursuit.

iii) Police ‘Naka’ system within urban areas or on intercity routes be

reviewed dispassionately to abolish or improve it, minimizing
inconvenience to public and reducing opportunities to extort money
from public.

iv) In no case a complaint should be sent for enquiry or report to the

police official against whom the complaint has been lodged. It must
be got enquired into by an independent officer.

v) The practice of ‘persuading’ or pressurizing the complainant to

withdraw his complaint must be discouraged effectively. There are
instances in which the complainant completely refuted the claim
made in the police report that he was not interested in pursuing the
complaint or had compromised with the official complained against.

vi) The investigating staff must be equipped with and trained in the
latest investigation equipment and techniques. More often than not
the cases are still concluded on oath by the parties. This
arrangement does not secure conviction of those who actually
committed an offence.

vii) In most complaints it has been noticed that non arrest of an accused
in a cognizable case is explained by stating that proclamation under
section 87 Cr.P.C. has been issued. This must be followed by action
under section 88 Cr.P.C. to attach the property of the absconding

viii) All cognizable cases proposed to be cancelled after the

investigation has been completed, should be submitted before the
competent court in the form of report u/s 173 Cr. P.C.


The complaints received in respect of WASA Lahore pertained to

non redressal of grievances for long periods regarding excessive billing, arbitrary
water charges, non functioning meters etc.

WASA as an Agency comes in contact with almost every one in the

city. It is recommended that:-

i) It must have a very effective and proactive grievance redressal

system in its sub-offices spread throughout Lahore. All complaints
received must be properly registered and the complainants informed
of the action taken.

ii) The water charges need to be recovered on a uniform basis. At

present some consumers are being billed on the basis of ARV of
1976-77, others are billed on the basis of area of the plot on which
the house is constructed and yet some others are billed on the basis
of actual consumption recorded by the meter. ARV is a very
unreliable basis for recovery of water charges because the Excise
Department distinguishes between the self occupied and rented
houses for the purposes of determining the annual rental value. This
distortion is then reflected in the water bills, which people do not
accept. The Agency has also to make arrangements for providing
maximum number of meters and keep these in working order so that
the large number of complaints on this account are redressed.

iii) The provision of having the minimum charge despite installation of

meter is unjustified particularly in case of domestic consumers.
WASA should revise its tariff and charge only for the water
consumed and recorded by the meter.

iv) It should also clearly define the term “non domestic use of water”
because in some cases even when a small shoe manufacturing unit is
installed which does not use any water, the Agency charges non
domestic or commercial tariff.

v) All columns on the bill must be filled and efforts should be made to
issue the bills in Urdu so that the consumers can easily understand.
The agency also must streamline the bill delivery system so that the
bills are distributed regularly among the consumers.

vi) WASA must also make transparent its system of regularizing

unlawful water connections detected during survey. The user must
be informed of this detection and the discretion in imposing penalty
be done away with.

vii) In many cases arrears are allowed to accumulate to thousands of

rupees without disconnecting the supply. This happens due to
collusion of the concerned staff. The Agency must evolve a system
of disconnecting the supply if the bill remains unpaid for 3-4
months. In cases of big defaults action should be taken against the
officials concerned.

A large number of complaints are received pointing out irregular

payment of even small amounts of maintenance grant sanctioned for widows and
other deserving persons as well as disbursement of grant by members of the Local
Zakat Committees to their close relatives bringing the system in serious disrepute.
Regarding the first malady, since almost the entire zakat is deducted on the 1st of
Ramazan, there should be no problem in its smooth and orderly transfer to Local
Zakat Committees so that ‘Mustahqeen’ get the small amount of monthly grant on
regular basis. It is recommended that:-

i) The Department should ensure regular and prompt payment of

maintenance grant to ‘Mustahqeen’.

ii) Make those persons ineligible for being elected to the Local Zakat
Committees whose close relatives (sons, daughters, sisters, brothers,
brothers-in-law, fathers-in-law, mothers-in-law) are ‘Mustahqeen’.
This is being suggested because the Central Zakat Council has
reportedly clarified that there is no embargo on number of Local
Zakat Committees to pay zakat to their ‘Mustahqeen’ relatives.


(30.9.1996 to 31.12.2004)














(30.9.1996 to 31.12.2004)

1996-1997 1998 1999 2000 2001 2002 2003 2004

- 10049 6018 4001 5465 5651 3800 3683
Receipt 17801 11501 11696 8909 8385 8586 9392 8434

17801 21550 17714 12910 13850 14237 13192 12117
Disposal 7752 15532 13713 7445 8199 10437 9509 7384

10049 6018 4001 5465 5651 3800 3683 4733


Total Number of complaints received: 84704

Total Number of complaints disposed of: 79971

Pending: 4733
1 Police 1307 17.31%
2 Education 1193 15.80%
3 District Governments 634 8.40%
4 Local Govt. & Rural Development 588 7.79%
5 Health 488 6.46%
6 Irrigation & Power 459 6.08%
7 Board of Revenue 357 4.73%
8 Water & Sanitation Agencies 206 2.73%
9 Benevolent Fund Boards 204 2.70%
10 Zakat & Ushr 203 2.69%
11 Excise & Taxation 183 2.42%
12 Accountant General Punjab 166 2.20%
13 B.I.S.Es 147 1.95%
14 Universities 145 1.92%
15 Agriculture 140 1.85%
16 Communication & Works 110 1.46%
17 Forestry, Wildlife & Fisheries 108 1.43%
18 Development Authorities 83 1.10%
19 Cooperatives 82 1.09%
20 Bait-ul-Maal 79 1.05%
Housing, Urban Development & Public Health
21 Engineering 68 0.90%
22 Home/Jails 63 0.83%
23 Anti Corruption Establishment 55 0.73%
24 Industries 49 0.65%
25 Auqaf 47 0.62%
26 Livestock & Dairy Development 41 0.54%
27 Food 40 0.53%
28 Social Welfare & Women Development 37 0.49%
29 Transport 34 0.45%
30 Labour & Human Resource 32 0.42%
31 Population Welfare 32 0.42%
32 TEVTA 31 0.41%
33 Finance 30 0.40%
34 Board of Technical Education 23 0.30%
35 Services & General Administration 19 0.25%
36 Punjab Public Service Commission 16 0.21%
37 Mines & Minerals 11 0.15%
38 Bank of Punjab 11 0.15%
39 Environment Protection 9 0.12%
40 Information & Culture 8 0.11%
41 Planning & Development 5 0.07%
42 Punjab Small Industries Corporation 4 0.05%
43 Law & Parliamentary Affairs 3 0.04%
44 Punjab Text Book Board 1 0.01%
45 Sports 1 0.01%
Total 7552 100%
Federal / Private / Where departments were not
mentioned 882
Grand Total 8434


1 Lahore 1180 14.28%
2 Faisalabad 460 5.56%
3 RahimYar Khan 449 5.43%
4 Sargodha 396 4.79%
5 Jhang 367 4.44%
6 Gujranwala 348 4.21%
7 Bahawalnagar 315 3.81%
8 Sheikhupura 306 3.70%
9 Okara 292 3.53%
10 Bahawalpur 283 3.42%
11 Multan 269 3.25%
12 Rawalpindi 250 3.02%
13 Mianwali 248 3.00%
14 Kasur 242 2.93%
15 Khanewal 216 2.61%
16 Muzaffargarh 192 2.32%
17 Gujrat 190 2.30%
18 Sahiwal 189 2.29%
19 Dera Ghazi Khan 184 2.23%
20 Sialkot 178 2.15%
21 Mandi Bahaud Din 173 2.09%
22 Toba Tek Singh 167 2.02%
23 Khushab 164 1.98%
24 Vehari 162 1.96%
25 Pakpattan 145 1.75%
26 Bhakkar 136 1.65%
27 Narowal 131 1.58%
28 Hafizabad 123 1.49%
29 Rajanpur 112 1.35%
30 Layyah 111 1.34%
31 Jhelum 78 0.94%
32 Attock 73 0.88%
33 Chakwal 71 0.86%
34 Lodhran 66 0.80%
Grand Total: 8266 100%

Federal / Where Districts Were Not Mentioned 168

Grand Total 8434



Disposed of after hearing 5099 69%
Disposed of in limini 2285 31%
Total Disposal 7384 100%

Complaints Brought Forward to 2004 3,683

Complaints Received during 2004 8,434

Total Complaints processed during 2004 12,117

Total Disposal of complaints during 2004 7,384

Pending 4,733


Federal 568 25%

Incomplete 566 25%

Private 442 19%

Service matters 341 15%

Subjudice 153 7%

Anonymous 131 6%

Press clippings 71 3%

Time barred 13 1%
Total: 2285 100%

Sr. No. Nature of Mal-administration No. of Complaints Percentage

1 In-attention, delay ,neglect, 2,944 48%
inefficiency and ineptitude.
2 Corrupt Practices. 1,135 18%
3 Administrative excesses,
discrimination, favoritism, arbitrary, 2,070 34%
unjust and biased decisions.

Total: 6,726 100%

Total Maintainable complaints

received 6,149

Total Non-Maintainable complaints

received 2,285

Grand Total: 8,434



Total No. of complaints wherein the prayer

fructified 3,027 59%

Total No. of cases wherein the views of the

Agency were up-held 2,072 41%
Total 5,099 100%

Disposal After Hearing 5,099

Disposal In Limini 2,285
Total Disposal 7,384


JANUARY 822 604


MARCH 799 -

APRIL 805 -

MAY 786 447

JUNE 583 859

JULY 627 705

AUGUST 947 878

SEPTEMBER 720 1109

OCTOBER 641 917

NOVEMBER 465 775

DECEMBER 637 1090

TOTAL 8434 7384

Complaints Brought Forward 3,683

Complaints Received During 2004 8,434

Total Processed During 2004 12,117

Complaints Disposed 7,384

Carried forward 4,733



1 Misconduct 377
2 Pensionary and Other Retirement Dues 363
3 Benevolent Fund/G. P. Fund 333
4 Payment of pending bills 267
5 Selection Grade/Promotion/Move Over 262
6 Release/Fixation of Pay 200
7 Finalization of Pending Chronic Inquiries 165
8 Appointment under Rule 17(A) 165
9 Family Pension 92
10 Grant of Increments 84
11 Reinstatement in Service 74
12 Reimbursment of Medical Charges 72
13 Appointment against the disabled quota 72
Appointment against quota for the children of
14 non-gazetted employees (BS-1 to 5)
15 Completion of Service Book/Service Record 33
16 Cancellation of Transfer Orders 31
17 Issuance of LPC 27
18 Seniority Disputes 24
19 Annual Confidential Reports 13
20 Transfer of PPO 10
21 Payment of T.A 1
Total 2713


. T S D D D
1 Development 4 4
2 Development 2 1 1
3 Development 1 1
4 Development 1 1

5 D.C.O., Lahore 3 3

6 1 1
D.C.O., Mandi
7 1 1

8 WASA, Lahore 2 1 1

9 1 1
10 3 1 2
11 2 2
General Punjab
12 2 1 1
n and Works
Board of
13 5 3 2

14 Zakat & Ushr 2 2

15 TEVTA 1 1

16 LG & RD 10 8 1 1

17 1 1
18 1 1

19 Education 7 4 2 1

20 2 1 1
21 University 1 1
University of
22 2 2
23 1 1

24 Police 2 2

25 I&P 1 1

26 HUD & PHE 2 2

27 Agriculture 1 1
28 Health 1 1

Punjab Small
29 1 1

30 PAD&SC 2 1 1

31 S&GAD 1 1

32 1 1
Social Security
Total 68 49 11 8


Brought Forward 427 -



MARCH 49 -

APRIL 30 -

MAY 29 13

JUNE 31 37

JULY 28 38

AUGUST 14 47





TOTAL: 720 371

• Agriculture Department
• Benevolent Fund Boards
• Board Of Revenue
• Board Of Technical Education
• Communication & Works Department
• Cooperatives Department
• District Government
• Education Department
• Excise & Taxation Department
• Health Department
• Irrigation & Power Department
• Labour & Human Resource Department
• Lahore Development Authority
• Local Government & Rural Development
• Police
• Prisons
• Punjab University
• Water And Sanitation Agency
• Zakat & Ushr Department



Complaint No: Imp.No.37/03/C-III-02/03

Ghulam Hussain S/o Anayat Khan, Electrician, Market Committee, R/o H. No.
112 Street No. 76, Islampura, Main Bazar Shahdara, Lahore, in his complaint dated
9.10.2000 alleged that the Chairman, Market Committee, Lahore, had removed him from
service unlawfully. On his appeal, the impugned Order dated 4.5.1998 was set aside by
the Director Agriculture (E&M)/Appellate Authority, vide his order dated 5.9.1998 but
the Chairman Market Committee refused to implement the said orders. The complainant
sought redressal of his grievance from this office. Ombudsman Punjab vide his order
dated 28.12.2002 directed the agency to implement the orders of Director Agriculture
(E&M) Punjab.

The Agency did not implement the said order. The complainant then filed an
implementation petition on which the report of the agency was obtained. It transpired that
agency had filed a representation before the Governor Punjab, against the order of the
Ombudsman dated: 28.12.02. Vide his order dated 2.12.2003, Governor rejected the
representation of the Agency and upheld the order of the Ombudsman. Consequently the
Chairman Market Committee reinstated the petitioner in service and paid him the arrears
also. The illegal action taken by the agency against the petitioner was, thus, got rectified
through the intervention of this Office.


Complaint No: 8690/03/C-III-387/03

Allah Wasaya S/o Wahid Buksh R/o Ward No.5, Mohallah Eid-Gah, Tehsil &.
District Layyah, filed a complaint on 22.10.2003 that he served as a Mechanic in the
Department of Agricultural Engineering, Layyah, for 30 years and retired a few years
back. During service he had been subscribing towards his G. P. Fund regularly vide
No.II.Agri(11827). His G. P. Fund accumulation from 5/72 to 5/77 had not been paid to
him as the relevant entries were stated to be missing in the record. Being an old and sick
person he required financial support, but the department was delaying the payment of his
G. P. Fund arrears on different pretexts.

The matter was taken up and pursued with the agency concerned i.e., Director
General Agricultural Engineering Lahore who got the relevant record thoroughly
checked, traced out the missing entries worth Rs.4,176/- and paid the same to the
complainant vide pay order No. SP/B-565708, dated 9.1.2004. The complainant
acknowledged the receipt of this amount.

Through the intervention of this Office, the grievance of the old/ailing

complainant was redressed.


Complaint No: 7534/2003-569/2003(C-I)

Mr. Aziz Muhammad Khan, retired Superintendent, Irrigation Department lodged

complaint dated 13.9.2003 that he applied to Administrative Officer, Provincial
Benevolent Fund Board, Lahore on 6.2.2003 for payment of scholarship to his son
Muhammad Umar Khan, student of B.Com Government College of Commerce,
Bahawalpur, but the scholarship had not been paid. He requested that Administrative
Officer, Provincial Benevolent Fund Board, Lahore be directed to process the case and
pay the scholarship without further loss of time.

Administrative Officer, Provincial Benevolent Fund Board, Lahore was

accordingly directed on 17.10.2003 to process and finalize complainant’s request, in
accordance with law. He acted accordingly and issued cheque No.488659 dated
24.3.2004 for Rs.14,000/- to the complainant’s son as scholarship. The grievance voiced
in the complaint was, thus, got redressed.


Complaint No:C-4458-6/2004-340/2004(C-I)

Saeed Ahmed Aarbi, District Officer Social Welfare Faisalabad, on 16.6.2004,

invoked jurisdiction of Ombudsman Punjab stating that he solemnized marriage of his
daughter in August, 2002 and sent an application for marriage grant to Director General,
Social Welfare, Women Development and Bait-ul-Maal, Punjab on 8.10.2002 vide
No.1775, which was forwarded to Secretary, Social Welfare Women Development &
Bait-ul-Maal on 8.11.2002 vide No.SW(E)1-365-73. He visited Provincial Benevolent
Fund Office, Lahore and came to know that his application had been filed being time
barred on 11.11.2003. He requested that he be paid the grant, as he had filed the
application to his parent department well in time.
The matter was taken up with Administrative Officer Benevolent Fund on
19.6.2004. Administrative Officer (B.F) reported that complainant’s application in the
first instant was not received in his office. However, another application was called for
through Secretary, Social Welfare, Women Development and Bait-ul-Maal, Punjab who
forwarded the same to his office on 20.7.2004. The Provincial Benevolent Fund Board on
receipt of fresh application accorded sanction and paid Rs.25,000/- to the complainant
from Benevolent Fund as marriage grant through cheque No.477144 dated 3.8.2004. The
grievance accordingly was got redressed.


Complaint No: 999/2004-83/2004(C-I)

Razia Sultana lodged a complaint on 10.2.2004, that her husband ex Assistant

Superintendent, Bahawalnagar Jail died on 26.10.1989 and that she used to receive
Rs.10,000/- after every six months as monthly grant from Benevolent Fund, but it had not
been paid for the period 1.1.2003 to 30.6.2003. The complainant requested for a direction
to the agency for the requisite payment of the monthly aid.

The matter was taken up with DCO/Chairman District Benevolent Fund Board
Pakpattan on 19.2.2004 to proceed in the matter in accordance with the law to redress the
grievance of the complainant.

DCO Bahawalnagar reported vide his letter dated 16.6.2004, that the complainant
had been paid the grant @ Rs.1700/- per month for the period from 1.7.2003 to
31.12.2003 and transferred the amount to complainant’s bank account No.6618 Allied
Bank Limited, Arifwala. The grievance of the complainant was accordingly got

Complaint No: 8047/02 D-IV-1078/02

Shabbir-ul-Hassan and Ghulam Muhammad residents of Chak No.521/TD Tehsil

Kot Addu District Muzaffargarh submitted that they were allotted Ahata Nos.47 and 48
in Chak No.521/TDA, Kot Addu District Muzaffargarh and Mutation Nos.23 and 24
were also entered regarding these Ahatas. He alleged that these were not sanctioned and
prayed that agency may be directed to do the needful.

Matter was taken up with the agency DDO(Revenue) Kot Addu. He reported that
mutation Nos.23 and 24 had been entered regarding the complainant’s Ahatas No.47 and
48 and the same had been sanctioned on 21.4.2003 by the order of Tehsildar. Grievance
of the complainant was, thus, redressed and the complaint stood disposed of having borne


Complaint No: 4238/03 D-IV-201/03

Complainant Muhammad Sharif stated that he was owner of 20 kanals land

situated in Mouza Tal Shumali and Pati Machi whereas his cousins namely Shabbir
Hussain etc were owners of land measuring 03 kanals 07 marlas in the said Mouza, but
they sold 04 kanals 06 marlas of land, 09 marlas in excess of their share which was
owned by the complainant. He further stated that vendees Fateh Muhammad etc had
taken possession of complainant’s land. They had closed his water course passing
through his land, the only source to irrigate his lands. He requested that his 9 marla land
be got returned to him.

On the notice issued by this office Naib Tehsildar, Jampur reported that
complainant’s father namely Allah Bukhsh was owner of land measuring 08 kanals 11
marlas in Khatas No.1094 and 1096 and the land mentioned in the complaint was
adjoining the lands of the complainant. The other party had not sold his total holding and
only one kanal eight marlas had been sold through different mutations. He submitted that
the complainant may be advised to move for demarcation of land so that his grievance
could be redressed.

While the proceedings were in hand, the complainant submitted in writing that
Revenue Department had demarcated his lands and the area in unauthorized possession of
the other party had been handed over to him. Grievance of the complainant, thus, stood
redressed on the intervention of this Office.


Complaint No:7685/2003-Adv-II-464/2003

Muhammad Malik a representative of Ahmad Mubarak filed a complaint dated

22.9.2003 stating that Ahmad Mubarak had purchased a plot measuring 6 marlas from
Ashiq Ali and Akbar Ali through a registered sale deed. Before mutation could be
sanctioned in his favour, the previous owner of the plot sold it second time to one
Muhammad Afzal who got the mutation sanctioned in his favour. Ahmad Mubarak
thereafter filed a civil suit which was decided in his favour. He presented the judgement
and decree of civil court to the concerned patwari who refused to enter the mutation. He
approached District Officer (Revenue) Sheikhupura but no action was taken for the last 3

A report was called from the Agency. Deputy District Officer (Revenue)
Ferozewala District Sheikhupura reported on 27.8.2004 that the requisite mutation had
been sanctioned in favour of Ahmad Mubarak. Thus on the intervention of this office,
the grievance of the complainant was redressed. D.C.O Sheikhupura was however,
directed to initiate action against those who caused delay in giving effect to the judgment
and decree of civil court. In compliance, EDO (Revenue) reported that departmental
proceedings had been initiated against Iqrar Hussain Patwari under the rules.

Complaint No:8510/2003-Adv-II-521/2003

Mst Hanifan Bibi and Maryam Bibi filed a complaint stating that their father
Noora owned agricultural land measuring 18 acres in Chak No. 58/6, Tehsil Nankana
Sahib District Sheikhupura. The brothers murdered their father and then, in connivance
with revenue officials, got the land mutated in their favour showing that they had no
sisters. Their brothers have also been issuing them threats of murder. They requested
that mutation No. 412 dated 30.12.1997 and mutation No. 413 dated 30.12.1997 of Chak
No.58/6 Tehsil Nankana should be cancelled and their share of inheritance given to them.

The Agency has accepted the contents of the complaint. It has been admitted that
the complainants are daughters of deceased Noora and sisters of deceased Ahmad Ali.
The Revenue Officer of Halqa also pointed out that mutation No. 413 which is related
‘Khangi Taqseem’ has also not been decided in accordance with the entries available in
the revenue record and without deciding the inheritance of Noora. It has, thus, been
conceded that both the mutations No. 412 and 413 need to be reviewed. The Agency
however, proposed that the complainants should file an appeal before the District Officer
(Revenue) for redressing their grievance. This proposal was not considered fair, when
the revenue authorities had come to the conclusion that the two mutations were patently
wrong, they should correct the record suo moto. District Officer (Revenue) Sheikhupura
was therefore, directed to review the mutations and get them sanctioned in favour of
rightful heirs. It has been reported that the mutations have been reviewed and
complainants given their share of inheritance. Thus, with the intervention of this Office
the grievance of the complainants stands redressed.


Complaint No: 3224/03/C-II-145/03

Mst. Sakina Mai on 10.4.2003 lodged a complaint that her mother Mst. Aziman
daughter of Khan Muhammad gifted her land measuring 6-kanals in Mauza Basti Arif
Tehsil Jatoi District Muzaffargarh vide mutation No.5780. The possession of the land
was also delivered to her and she was in possession of the said land since 18.8.1998.
Patwari halqa also issued her `Fard Malkiat’ of the above said land on 29.7.1999.

Later it was revealed to her that mutation No.5780 had been cancelled by the
Consolidation Officer/Assistant Collector grade-II. The land had been sold by Mst.
Aziman to one Muhammad Rafique vide mutation No.6913 dated 20.3.2003 with the
connivance of the respondent Revenue Officer and other officials of the Revenue
Department with corrupt motive. It was prayed that mutation No.5780 be restored and
she be entered as owner of the said land in the revenue record. The Revenue Officer and
other respondent officials be proceeded against under the law.

Matter was taken up with Deputy District Officer (Consolidation) Muzaffargarh.

Notices were also issued to the respondent Patwari and Mr. Ahmad Hassan Channan
Consolidation Officer. The husband of the complainant appeared in this office on
15.12.2003 and requested for adjournment to settle the matter through Panchayat.

The representative of the Agency while appearing in this office on 15.1.2004

intimated that the matter has been settled between the parties. Land measuring 6-kanals
had been transferred to the complainant vide mutations No.7082 & 7150. In support of
his contentions, he submitted an affidavit of Mst. Sakina Mai complainant along with
photo copies of the said mutations. Grievance of the complainant was, thus, got


Complaint No:2027/2004-POP/C-II-142/2004

Muhammad Abid S/o Ali Muhammad, a landowner of Mauza Arra Tehsil Choa
Saidan Shah District Chakwal on 17.3.2004, lodged a complaint, stating that on
26.8.2003 he applied to Tehsildar Choa Saidan Shah for preparing a ‘Fard Badar’ in
respect of khasras No.1507, 1508, 1532, 1581/1 and 1638. The application was marked to
the Patwari by the Tehsildar for further necessary action. The complainant alleged that
the Patwari delayed the matter on one pretext or the other and finally demanded
Rs.10,000/- from him for the purpose. The complainant sought intervention of this Office
in the matter.

Matter was taken up with the Tehsildar Choa Saidan Shah District Chakwal on
25.3.2004. The representative of the Agency appeared in this Office on 20.4.2004 and
stated that reference of one khewat could not be made inadvertently in the inheritance
mutation No.2752 dated 19.2.2000 of Ali Muhammad son of Fateh Muhammad
deceased, the complainant’s father, wherein he was also a shareholder. Necessary
correction had been made in the revenue record through ‘Fard Badar’ No.32 and
attested/sanctioned by the Revenue Officer halqa on 21.11.2003. A copy of the ‘Fard
Badar’ was submitted which was delivered to the complainant.

The grievance of the complainant was redressed by this Office.



Complaint No: 6723/2003 D-III-442/2003.

Mst. Tayyaba Sadaf D/o Ch. Tahir Mahmood, R/o 72, Shama Colony, Begumkot,
Shahdara, Lahore complained on 19.8.2003, that she had qualified the Diploma of
Vocational Training from the Board of Technical Education, Lahore, during the session
1997. Inadvertently her date of birth was recorded as 6.1.1977 whereas, her correct date
of birth was 6.1.1975. The Agency did not make necessary correction in the certificate
despite her repeated requests.

Matter was taken up with the Agency on 20.8.2003. As a consequence necessary

correction was made by the Agency on 22.12.2003.

The grievance of the complainant was, thus, got redressed on the intervention of
this Office.


Complaint No: 8690/03/C-III-387/03

Wakeela Begum, widow, filed a complaint, stating that her husband ex XEN
Provincial Buildings Division, Bahawalpur died on 2.7.2004 during service and that she
applied for monthly and funeral grants from Benevolent Fund. She added that
Administrative Officer (B.F), Lahore issued cheque for Rs.2000/- as funeral grant, but it
was not cashed by the bank concerned, as having been presented after six months of the
date of issue of the cheque.

The Agency was asked to redress the complainant’s grievance in accordance with
the law, which reported that monthly grant had been sanctioned for the period from
3.7.2001 to 31.12.2001 and Rs.6000/- for the period from 1.1.2002 for life, in accordance
with the rules. The Agency further intimated that funeral grant of Rs.2000/- had also
been paid to the complainant through cheque dated 15.6.2004. The grievance
accordingly was got redressed.


Complaint No: 7074/03/C-III-296/03

Major (Retd) Shehzad Hussain Khan R/o 3-Professors Street, Peer Khursheed
Colony, Opposite AI-Hamra Bakery, Multan, in his complaint dated 29.8.2003 alleged
that the Revenue Employees Cooperative Housing Society (Regd) Rawalpindi, being
managed by the Cooperative Department had enlisted him as member at No.630 on
25.3.1990. As a member he was allotted Plot No.6 measuring 2 kanals in street No.34
South vide letter dated 26.4.1993. The price of the plot amounting to Rs.5,20,000/- was
deposited by him on 29.3.1999, in the account of the Cooperative Society. In the year
2000, he was informed by the said Cooperative Housing Society that as a matter of policy
two kanal plots had been reduced to one kanal only. However, no refund was allowed in
his favour on account of reduction of size of the plot inspite of his repeated requests to
the concerned authorities. The complainant requested that the excess amount received by
the Society be refunded.

The matter was taken up with the Agency concerned i.e., Secretary Revenue
Employees Cooperative Housing Society, Rawalpindi which agreed to refund the excess
amount and handed over a crossed cheque No. 862831 dated 29.12.2003 for
Rs.2,40,000/- to the complainant in this Office on 24.1.2004. The Agency further assured
that the complainant would be considered for allotment of one kanal plot against the
remaining funds as soon as the area, under litigation became available. The problem of
the complainant was thus solved through the intervention of this Office.


Complaint No: 556/2004-Adv-II-50/2004

Zafar Iqbal filed a complaint stating therein that he had deposited all his savings
with Services Cooperative Credit Corporation but only an amount of Rs.25000/- had been
paid to him and Rs.70,000/- were still outstanding against Punjab Cooperative Board for
Liquidation. The Board had failed to arrange payment of his dues despite the fact that the
relevant papers were delivered to the Board officials. He has requested that his balance
amounting to Rs.74000/- be paid to him.

Secretary Punjab Cooperative Board for Liquidation filed a reply informing that
the cheque of the complainant has been prepared and subsequently it was intimated that
the cheque amounting to Rs.28,768/- was paid to the complainant. The complainant
confirmed it in his rejoinder.

The grievance of the complainant was thus redressed to the extent of 50% of the
total amount deposited with the defunct Corporation as per Govt. policy with the
intervention of this Office.


Complaint No: 3992-5/04- A.S -96/04

Mr. Qurban Ali Butt in his complaint dated 29.5.2004, stated that he deposited an
amount of Rs.1,11,000/- in 1990 in the Kisan Cooperative Commercial Corporation,
Rasool Nagar Branch, District Gujranwala, which had not been paid to him. On
approaching the PCBL, he was informed that intimation would be sent to him about the
date on which he would .receive cheque for the amount decided in the payment policy.
He contacted the PCBL many times but could not succeed in getting the cheque for the
requisite amount. He being a poor/ex-military man had to arrange marriage of his three
daughters and for want of money, he was facing great difficulties. The complainant
requested for issuance of instructions to the Agency so that he could get the requisite
amount from the PCBL.

On the intervention of this Office, the Agency reported on 12.10.2004 that the
complainant had received cheque No.5613862 for Rs.46,341/- on 11.10.2004.

As the grievance of the complainant stood redressed, his complaint was disposed
of having borne fruit.

Complaint No: 910/04 D-IV-77/04

Complainant Saleh Muhammad Ijaz resident of Gulshen Colony, Silanwali

District Sargodha stated in his complaint dated 9.2.2004 that road starting from Noori
Gate Sargodha which is connected with Silanwali Road, required lot of repair. Residents
of the area approached the District Nazim Sargodha for its repair but no action had been
taken. It was requested that District Government Sargodha be directed to repair the said

Tehsil Municipal Officer, TMA Sargodha reported on 7.9.2004 that construction

of the road in question started in June, 2004, had been completed. Grievance of the
complainant thereby stood redressed on the intervention of this Office.

Complaint No:8470/2003-Adv-II-518/2003

Haji Shahid Mehmood filed a complaint dated 14.10.2003 accusing staff of Sub
Registrar City, Lahore of refusing to provide him copies of registered sale deeds on the
pretext that particulars of documents were incorrect. Sub Registrar Data Gunj Bakhsh
Town Lahore reported on 2.12.2003 that particulars of two documents were correct and
certified copies had been delivered to the complainant but the other two documents
remained untraced because of incorrect particulars. During investigation, it was found
that Sub Registrar office took very long time to provide copies even in those cases where
particulars were correct. The Sub Registrar was therefore directed to fix responsibility
for causing delay in providing copies of registered deed whose particulars were correct
and take action against the delinquents to ensure that the work of the Sub Registrar is
streamlined for the benefit of general public. The following directions were also issued.

i. time should be fixed within which a copy of document will be provided to an

applicant and it should be prominently displayed in his office.
ii. instructions be issued to the Staff for not returning applications with unnecessary
objections and where the particulars are factually incorrect, the missing details be
clearly mentioned on the application while returning it.

iii. a sufficiently senior and well-reputed official be designated to guide the applicants
for resubmitting the application after removing the objections.

Sub Registrar, Data Gunj Bakhsh Town, Lahore submitted compliance report on
9.10.2004 intimating that all the recommendations have been implemented in his office.


Complaint No:C-8178/2003-Adv-II-516/2003
Mst. Samina Jabeen in her complaint dated 8.10.2003 voiced a grievance that
District Co-ordination Officer Lahore did not provide her job despite the fact that her
husband had died while serving as Junior Clerk in the defunct office of Deputy
Commissioner Lahore and she was entitled to get a job in place of her husband as
provided under Rule 17-A of the Punjab Civil Servants (Appointment & Conditions of
Service) Rules 1974. The Agency in their report dated 11.12.2003 did not deny the claim
of the complainant but raised an objection that she was over-age by 7 years, one month
and 11 days. This objection was over-ruled because through an amendment in the Punjab
Civil Servants Recruitment (Relaxation of Upper Age Limit) Rules 1976, “the appointing
authority was empowered to relax upper age limit upto the maximum period of 10 years
to a family member of the deceased Govt. servant who dies during the Govt Service”.
DCO Lahore was therefore directed on 14.7.2004 to appoint the complainant
against a post in BS-1 to 5 for which she was suitable after granting the requisite
relaxation in upper age limit. DCO Lahore submitted implementation report dated
27.8.2004 intimating that the complainant had been recruited as a peon. Thus, the
grievance of a widow was redressed on the intervention of this Office.

Complaint No: 6790/03 D-IV-398/03
Complainant Fazal Karim stated that he retired on 27.7.1993 on attaining age of
superannuation from the Fire Brigade Department of ex-MCL. He stated that
Government of Punjab, LG&RD Department decided to adopt the Revision of Pay Scales
and Fringe Benefits issued by the Government of Punjab vide letter No.FD-PC-2-2/94
dated 18th July, 1994 for the employees of local councils w.e.f 1.6.1994. He alleged that
the agency had not paid his arrears on the basis of revised pay scales. He moved many
applications to the concerned authorities, but no action was taken. He had prayed that
order be passed for payment of his arrears.
Fire Officer, City District Government Lahore reported that arrears after revision
of the pension had been paid to the complainant vide cheque No.1173767 dated
30.8.2004 amounting to Rs.28,078/. Complainant had also submitted an application and
stated therein that he had received his arrears amounting to Rs.28,078/-. Grievance stood
redressed by the intervention of this Office.


Complaint No:10382/2003-Adv-II-643/2003
Khilafat Hussain Chowkidar of DCO Office Okara filed a complaint dated
26.12.2003 to the effect that House Allotment Committee of Okara District had allotted
him quarter No. 3/F subject to vacation but its possession was not delivered to him.
Bashir Masih Gill, SI Police kept occupying it despite his efforts to get its possession.
Later, DCO passed an order that penal rent be recovered from the complainant. He filed
many applications for denovo inquiry and for recovering the penal rent from the SI but
none of the officials listened to his genuine request. Through complaint to the
Ombudsman he requested for redressal of his grievance.
DCO Okara in his report dated 09.02.2004 conceded that the quarter which was
allotted to the complainant remained in occupation of Bashir Masih Gill, SI. He was
initially directed to pay the penal rent but he (the SI) claimed that he had been paying
monthly rent to the complainant. The matter was entrusted to Zulfiqar Ali Bhatti Deputy
District Officer (Revenue) to enquire into it. In the light of his report, the order requiring
the SI to pay the penal rent was withdrawn and the complainant was held liable for
paying the penal rent.
During investigation by this Office, it was observed that the quarter was allotted
to the complainant subject to vacation and since the SI did not vacate it, the allotment
order was never acted upon. The SI was held liable for the payment of penal rent.
However, the DCO withdrew the order imposing penal rent on the SI, on DDO
(R) inquiry report. It was amazing that despite the denial of the complainant and in the
absence of any documentary or even oral evidence in favour of the SI, the inquiry officer
reported that payment of Rs.500/- as monthly rent by the SI to the Chowkidar (the
complainant) was proved and more surprising was the decision of the DCO holding the
complainant liable for payment of penal rent. Ignoring the legal opinion of EDO (Law)
and DAO, he decided to deduct penal rent from the salary of a poor Chowkidar.
This was a glaring case of maladministration. Findings were communicated to
DCO Okara with the directions that the order directing the complainant to pay the penal
rent be immediately withdrawn and the entire amount so far deducted from his salary be
refunded to him. Penal rent be recovered from the unlawful occupant and the official
residence, if not already vacated, be got vacated from him. It was also directed that in
case the quarter was still available for allotment, the same be allotted to the complainant.
The Agency/DCO reported that directions had been implemented. Thus the
grievance of a low paid Chowkidar was redressed on the intervention of this Office.

Complaint No:5919/2003-Adv-II-216/2003
Complainant Zia-ul-Haq, a retired Senior District Cooperative Officer, Faisalabad
submitted a complaint on 21.7.2003 that he was aggrieved on account of
maladministration committed by Mr. Abdul Basit Sohail, ex-Executive District Officer
(Community Development) Faisalabad, he on his posting at Faisalabad, illegally took
away the official vehicle of the complainant to his residence, after breaking open the
garage and car lock. This incident was brought to the notice of the Secretary
Cooperatives, Government of the Punjab, Lahore. On his directions FIR was lodged with
the local police. Mr. Abdul Basit Suhail retaliated and kept T.A. bills of the complainant
pending until the bills were time barred. A complaint was filed.

The matter was taken up with the Agency on 22.7.2003. The Agency on initiation
of proceedings by this Office reported on 5.11.2003, that the impugned TA bills of the
complainant was sanctioned/paid. The complaint was thus disposed of as fructified.


Complaint No: 8006/03/ADV-I-323/03
Mst. Tehzila Naheed filed a complaint on 29.9.2003 alleging that while working
as SST in Government Girls High School, Rahwali, she was got transferred on 3.8.2001
from Elementary Wing to Secondary Wing by Abid Zaheer Dar, the driver of
E.D.O.(Edu.), Gujranwala who was inimical to her. He also got her salary stopped. She
challenged the order of her transfer before the Punjab Service Tribunal.
E.D.O(Education), Gujranwala on direction of the Tribunal transferred and adjusted her
in a school near her house on 14.1.2003 where she joined duty on 21.1.2003 and started
getting her pay since then. The complainant applied for payment of her previous salary
for the period from 1.3.2002 to 20.1.2003 but the concerned authorities did not pay her
the due arrears. The complainant requested for a direction to the respondent agency for
the payment of outstanding salaries.
District Officer (SE) (Education), Gujranwala reported on 18.6.2004 that the
complainant lady teacher on her transfer from Elementary Wing to Secondary Wing was
relieved from Govt. Girls Elementary School, Mandiala Warriach on 3.8.2001 but she did
not move to next place of posting. She therefore, had no right to receive salary for the
disputed period from 3.8.2001 to 20.1.2003. However, an inquiry was being conducted
against her and the arrears of salary if found admissible would be released.
EDO(Education) Gujranwala vide his final report dated 8.11.2004 intimated that the
complainant Mst. Tehzila Naheed had been paid her previous salary. EDO also presented
acknowledgement from the complainant regarding receipt of the requisite arrears. Thus,
the grievance of the complainant was redressed on the intervention of this Office.

Complaint No: 817/03/C.VI-62/03/ADV-I
Mr. Liaqat Ali s/o Muhammad Saleem filed a complaint on 4.2.2003 alleging that
he appeared in the Middle Standard Examination under roll No. 9460 in 1998 and
secured 695 marks. He was accordingly held entitled for scholarship. He submitted
application on prescribed form for the grant of scholarship but the same had not been
paid to him. He requested for a direction to be issued to the respondent agency for
making payment of his scholarship.
The matter was taken up with the respondent agency on 18.2.2003. Executive
District Officer (Education), Jhang reported on 10.4.2003 that due to non availability of
funds for scholarship, the same could not be paid earlier. Latter the District Government
provided the requisite funds and payment of scholarship made to the complainant through
the Senior Headmaster, Government High School, Shorkot City, District Jhang. The
grievance of the complainant was redressed by the respondent agency on the intervention
of this Office.

Complaint No: 99/04/C.VI-07/04
Complainant Mr. Muhammad Afzal Buzdar filed complaint on 5.1.2004 alleging
therein that his daughter Shaista Afzal passed her F.A. Examination from Government
College for Women, Mianwali getting 790 marks during the session 2002. District
Education Officer (Colleges), Mianwali had granted scholarships to the girls who secured
marks from 713 or above but his daughter had been deprived of the same. The
complainant prayed that direction be issued to the respondent agency for granting
scholarship to his daughter.
After getting supporting documents from the complainant, matter was taken up
with the respondent agency on 21.2.2004. D.E.O(Colleges), Mianwali reported on
17.3.2004 that as the complainant’s daughter did not apply for special scholarship in
time, therefore, she was not granted the same. However, afterwards, applications for
merit scholarship were invited from the students and complainant’s daughter had been
sanctioned scholarship amounting to Rs.2700/- vide office order No. 2296-99 dated
21.4.2003. Thus, the grievance of the complainant was redressed by the respondent
agency on the intervention of this Office.


Complaint No: 4812/2003 D-III-312/2003.
Iftikhar Ahmad Tarar, S.S.T. Govt. Pilot Secondary School, Phalia, Mandi
Bahauddin lodged a complaint on 10.5.2003, that he was working as SST, in the
Education Department and was allowed promotion in grade 17 w.e.f. 15.4.2003. The
complainant alleged that as per seniority list, he had to be promoted by the agency,
during the year 2001. He brought the matter to the notice of the higher authorities but to
no avail. Hence he sought intervention of the Ombudsman.
The matter was taken up with agency on 13.5.2003 and pursued. Secretary to
Government of the Punjab, Education Department vide his orders dated 1.1.2004, granted
proforma promotion to the complainant in BS-17 w.e.f. 16.9.2000.
The grievance of the complainant was, thus, got redressed.


Complaint No: 6755/2003/C.V.155/2003
Muhammad Suleman Khan SST lodged this complaint on 20.8.2003 stating that
his Ex-Headmaster Mohammad Yasin had not written his ACRs despite repeated requests
as a result of which he could not be considered for selection grade i.e. BS-17. He
approached EDO (Education) Pakpattan for the purpose who directed the said
Headmaster to initiate his ACRs but in vain. The complainant prayed that strict legal
action be taken against the Headmaster and his ACRs, be got written from him so that
selection grade could be awarded to the complainant.
After getting supporting documents from the complainant, notice was issued to
the agency on 8.10.2003 for report. While the case was under investigation, Mr. Farooq
Ahmad Bhatti, Superintendent, representative of EDO (Education) Pakpattan stated on
17.6.2004 that ACRs of the complainant had been got written. The grievance of the
complainant was thus got redressed by this Office.


Complaints No:
(1) 9850/03 (2) 1442/04 (3) 3826/04 (4) 340/04 (5) 343/04 (6) 5232/04.
(7) 338/04 (8) 341/04 (9) 342/04 (10) 1467/04 (11) 2145/04 (12) 339/04
(13) 1444/04 (14) 4386/04 (15) 1443/04 (16) 5150/04

The above mentioned sixteen complaints of identical nature were disposed of

through single order.
Muhammad Anwar and others lodged these complaints on different dates during
2003/2004 stating that they had been declared by the Education Department entitled to
receive incentive honoraria for showing good results but their bills had not been passed
by D.A.O Bahawalnagar. Therefore, they had not been able to receive the amounts of
incentive award whereas payment had been made in other districts. It was prayed that
order be passed for the payment of honoraria to them.
In response to notices issued by this Office, report was filed by the District
Accounts Officer, Bahawalnagar stating that while pre-auditing the bills it was the duty
of his office to see whether sanction had been issued by the competent authority under
the proper head of account or not. Since the claims of the complainants were not
submitted with the requisite sanction therefore, their bills were returned unpassed. Notice
was issued to the D.C.O & EDO(F&P) Bahawalnagar. EDO (Education) Bahawalnagar
submitted report stating that the requisite amount had been got released from D.C.O
Bahawalnagar and bills amounting to Rs.8,67,562/- had been resubmitted to D.A.O
While the cases were under process, the representatives of District Accounts
Officer and D.E.O(SE) Bahawalnagar appeared in this Office. They stated that the bills
had been passed and cheques issued to the complainants. Accordingly, the grievances of
the complainants were got redressed by this Office.

Complaint No: 28/2004/CV-2/04
Faheem Ahmad Yousuf lodged a complaint on 1.1.2004 stating that he appeared
in Matriculation Examination under Roll No.3715 held by the Board of Intermediate and
Secondary Education, Bahawalpur in 2001. He passed the said examination securing 712
marks and got admission in Forman Christian College, Lahore. DEO(Colleges)
Bahawalnagar awarded resident scholarship to him. He informed the Principal, Forman
Christian Colleges, Lahore and also released the funds. The said amount however, was
not paid to him by the Principal of the college despite repeated requests. The complainant
requested that the requisite amount of scholarship be paid to him.
After getting supporting documents from the complainant, notice was issued to
the agency on 5.3.2004. EDO(Education) Bahawalnagar and DEO Colleges in their
report dated 26.3.2004 stated that it was correct that the complainant was awarded
internal merit scholarship for the period from 1.5.2001 to 30.4.2003 and the requisite
information was sent to F. C. College in time. Funds were also provided by
DEO(Colleges) Bahawalnagar vide letter dated 9.5.2002 and 16.1.2003 but the Principal
did not make the payment. Principal, F. C. College in his reply dated 20.4.2004 stated
that scholarship bill of the complainant had already been sent to DEO(Colleges) passed
by D.A.O Bahawalnagar, and would be paid to the complainant.
While the case was under process, Faheem Ahmad Yousuf complainant stated on
26.5.2004 that he had received cheque No.899362 dated 12.6.2004 amounting to
Rs.7,920/- on account of scholarship from the representative of DEO(Colleges)
Bahawalnagar and his grievance had been redressed.


Complaint No: 1964/04 CR 259/04
Mr. Qurban Hussain, Lab. Attendant, Govt. College of Education for Science
Township, Lahore alleged on 15.3.2004 that the Principal of the College had rejected his
request for retirement twice in spite of the fact that he had completed 25 years qualifying
service for pension and had submitted his request for retirement strictly observing the
period of 3 months notice as required under the Pension Rules. He also stated that he was
entitled to opt for retirement under the Pension Rules.
The matter was taken up on 17.3.2004 with the Principal of the College who
issued complainant's retirement order dated 12.4.2004. Thus through the intervention of
this Office, grievance of a subordinate Government servant was got redressed.
However, the Ombudsman Punjab took a serious notice of the fact that under the
Pension Rules, the Principal had no right to refuse or delay the opted retirement of his
subordinate official as he had made that request strictly according to the Pension Rules
and it was unfair on the part of authority to sit over the genuine rights of the subordinates
without any cogent reason. Secretary Education, Govt. of the Punjab was, therefore,
directed on 4.10.2004 to take cognizance of this unreasonable act of the Principal and
reprimand him suitably. Necessary instructions to all concerned were required be issued
impressing upon them for timely disposal of such cases to avoid hardship to the
government servants.


Complaint No: 7380/03/C.VI-273/ADV-I
Mst. Matloob Jan wife of Muhammad Sabir initially submitted her complaint on
20.8.2003 to the Wafaqi Mohtasib Secretariat, Islamabad against delay in grant of family
pension to her by the Education Department. Her petition was sent to this office on
9.9.2003 being a provincial subject.
Mst. Matloob Jan had alleged in her complaint that her case for grant of family
pension had been delayed by the Education Department unnecessarily. She requested that
the Deputy District Education Officer (M), Kahauta District Rawalpindi be directed to
grant her family pension without any further delay.
The matter was still under process when the complainant intimated in writing that
through the intervention of this office her grievance had been redressed by the respondent


Complaint No: 1863/2003-181/2003(C-I)
Haji Jan Muhammad, retired teacher, in his complaint dated 26.3.2003, alleged
that he had submitted two bills for reimbursement of medical charges amounting to
Rs.1135/- and Rs.1634/- to D.P.I(SE), Punjab through EDO (Education), Attock, but the
same had not been paid to him. He requested for redressal of his grievance and further
suggested that EDOs(Education) should be empowered to accord such sanction to avoid
delay in reimbursement of medical charges.
The matter was taken up with the agency on 19.4.2003. Secretary to Government
of the Punjab, Education Department vide his letter No.SO(S-III)3-94/04 dated 23.6.2004
accorded necessary sanction for reimbursement of medical claims of the retired teacher
amounting to Rs.2769/-. In addition EDOs (Education) in the Province, were also
empowered to sanction reimbursement of medical charges in future. The grievance of the
complainant was thus got redressed and a policy decision taken.


Complaint No. 7622/2003/C.V-186/2003

Muhammad Haneef had stated that his daughter Nazia Kousar passed her F.A.
Examination from district Bahawalnagar securing second position in Bahawalpur Board
obtaining 834 marks but she was not awarded scholarship. He further stated that Mavash
Akram Roll No.2735 secured 813 marks and she was awarded scholarship whereas
Zarina Kousar got 818 marks but she was not awarded scholarship.

EDO (Education) Bahawalpur stated in his report that both Mavash Akram and
Zarina Kousar who had obtained 813 and 818 marks respectively were awarded internal
merit scholarship on the ground that they got admission in B.A. after passing their F.A.
Examination. Whereas Nazia Kousar daughter of the complainant got admission in B.Sc
and that is why internal scholarship was not granted to her. In this regard he relied upon
Rule No.79 Note No.2 of the Punjab Education Code.

During the investigation of the case it came to light that Nazia Kousar had taken
up Mathematics, Economics and Arabic as her elective subjects in F.A. examination. In
her third year class she understandably and logically took up Mathematics A&B and
Statistics and this group with Mathematics A&B and Statistics is categorized as B.Sc. and
it is only a matter of Semantics terminology. Ordinarily candidates passing F.A.
examination with subjects which can be termed as pure arts subjects are not admitted to
B.Sc classes whereas candidate passing F.Sc. with pure physical science subjects are
eligible to get admission in B.A. classes. It was observed that if the regulations of the
college/university permitted a candidate who has passed F.A. examination, admission in
under graduate class with subjects which would lead to B.Sc. degree, his right to get
scholarship should be protected. Secretary to Government of the Punjab, Education
Department was therefore directed to take up review of para 79.2 of Education Code
mentioned above with a view to remove the perverseness and unreasonableness which is
evident in its present form so that the daughter of the complainant be also granted
scholarship on the basis of her performance in F.A. examination.

With the proposed amendment in the Education Code, hardship being faced by
the students who despite getting higher marks are deprived of their genuine right of
scholarship on technical ground will be alleviated.


Complaint No:10461/2003-Adv-II-632/2003
Dilawar Khan filed a complaint dated 27.12.2003 stating that he had purchased a
house (property No. N-VI-62-S-45A) in 1991 and his name had been entered in PT-1
Register of Excise and Taxation Department. He paid the property tax regularly. His
brother Mumtaz Khan in collusion with the Inspector of the Department got the house
transferred in his (Mumtaz Khan’s) name. The complainant approached the department
and submitted applications but concerned officials did not grant him relief. He requested
that orders be passed for retaining the house in his name.
The matter was taken up with the Agency on 29.1.2004. Excise & Taxation
Officer Zone-11 Lahore filed a report dated 6.4.2004 stating that on the application of
one Mumtaz Khan, who claimed the ownership of the house on the basis of an
“agreement of purchase”, correction was made and his name was entered in the record.
However, when the complainant challenged this entry, of both the parties were heard and
documentary evidence of ownership was demanded. Since none had a registered
document of ownership in his favour, they were directed to approach civil court for
seeking a decision regarding the title of the house. In his second report dated 6.10.2004,
Excise & Taxation Officer, Zone-11 Lahore intimated that the order whereby Mumtaz
Khan’s name was entered in PT-I had been withdrawn and status quo in respect of the
property was maintained.
The grievance of the complainant was, thus, redressed on the intervention of this
Office. However, it was established that in disregard of the prevailing practice and law
of natural justice, the record was changed arbitrarily to favour
Mumtaz Khan which amounted to maladministration warranting intervention of this
Office. This finding was communicated to Director, Excise & Taxation Region ‘A’
Lahore with the following directions:
i. should hold an enquiry to fix responsibility as to who changed the record arbitrarily
and in disregard of the prevailing practice and law of natural justice.
ii. should initiate departmental action against the delinquent officials under intimation
to this Office.
In compliance, Director Excise & Taxation Region ‘A’ Lahore informed that the
concerned Inspector Excise & Taxation Department had been charge sheeted for
misconduct. Thus, accountability process had been initiated in the department.


Complaint No:C-9958/2003-Adv-II-601/2003
Fazal Muhammad in his complaint dated 11.12.2003, spelt out a grievance that
Excise & Taxation Department had imposed excessive property tax on his 7 marla
house. The matter was taken up with the Agency on 12.12.2003. In their report dated
2.1.2004, the Agency contested the complaint and contended that the property included
three shops, two of which had been rented out. It was observed that the property tax of
the complainant for the years 2001-2002 was Rs.2,318/- which was raised to Rs.12,272/-
in the subsequent year.
The Agency’s explanation was found unconvincing and a direction was issued to
District Officer Revenue (Excise & Taxation) Region-A, Lahore to dispose of the
complainant’s appeal within one month and to reassess the tax after making an accurate
measurement of the property. The unusual rise in property tax was to be explained and
an enquiry held against the Inspector who was alleged to have demanded bribe from the
The Agency filed an implementation report that the property tax of the
complainant had been reassessed about which the complainant was satisfied. The
grievance of the complainant was thus redressed on the intervention of this Office.


Complaint No: 195/04/C.VI-06/04
Mst. Naseem Akhtar widow of Abdul Majeed Attendant filed complaint on
8.1.2004 requesting for payment of Group Insurance amount of her deceased husband, an
employee of Punjab Institute of Mental Health, Lahore, who had died on 20.11.2002.
The matter was taken up with the Medical Superintendent Punjab Institute of
Mental Health, Lahore on 21.1.2004. He reported on 29.4.2004 that on taking up the
matter with State Life Insurance Corporation of Pakistan, Lahore, cheques of Group
Insurance amount had been procured and delivered to the complainant. The complainant
also admitted receipt of cheques. Thus, the grievance of the complainant was redressed
by the respondent agency on the intervention of this office.


Complaint No:1536/03/C.VI-111/03/ADV-I
Mst. Najma Naheed Siddique, Nurse Dai of BHU Ladhekey, Tehsil Ferozewala,
District Sheikhupura filed a complaint on 15.3.2003 alleging that her service book had
been lost in the office of District Officer (Health), Sheikhupura. She requested that a
direction be issued to the respondent agency to trace out her original Service Book or to
prepare a duplicate Service Book so that she may get her moveover.
As the complainant had not submitted the supporting documents alongwith her
complaint, she was asked to submit the same. Her husband submitted the requisite
documents on 16.4.2003. The matter thereafter was taken up with the respondent agency
on 16.4.2003. The Executive District Officer (Health), Sheikhupura issued necessary
sanction for preparation of duplicate Service Book of the complainant on 21.7.2003.
Duplicate service book of the complainant was prepared and she was informed to collect
the same. Thus, the grievance of the complainant was got redressed.


Complaint No: 1998/04/ADV-I-70/04
Mr. Tayyab Saleem Proprietor, Sameer Enterprises, Lahore filed complaint on
17.3.2004 alleging that goods amounting to Rs.20,490 were supplied to the Project
Director, Children Hospital, Lahore vide supply order No. 3852/PH&I dated 6.4.2002 but
payment had not been made to him despite repeated requests.
The matter was taken up with the Project Director, Children Hospital, Lahore. He
reported vide his letter dated 21.4.2004 that supplies and bill were submitted by the firm
on 29.6.2004. Since the bill was submitted on the last day of financial year, the payment
could not be made in the year 2001-2002. In his subsequent letter dated 12.7.2004, the
Project Director intimated that payment of the bill amounting to Rs.18,982/- after
deduction of 2% delayed delivery charges as per rules had been made to the complainant
against receipt No.891 dated 30.6.2004. The complainant also admitted receipt of the
payment. Thus, the grievance of the complainant was redressed by the respondent
agency on the intervention of this office.


Complaint No:4726/03/C.VI-456/03/ADV-I
Complainant Mr. Muhammad Sharif, (retired) Chowkidar filed a complaint on
6.6.2003 stating that he had retired from service but the department had not paid him
pension and other dues. The complainant prayed that a direction be issued to the
respondent agency for sanction of pension and payment of the arrears.
The matter was taken up with the respondent agency on 19.7.2003. Executive
District Officer (Health), Pakpattan deputed Dr. Muhammad Anwar Admn. Officer of his
office to hold an inquiry into the matter. It revealed that as per entry in the service book
of the complainant, his date of birth had been entered as 2.1.1935 and as such he had to
superannuate/retire on 1.1.1995. The complainant over stayed in service from January
1995 to June 2002. Therefore, his pension case could not be finalized. The matter was
further pursued with the agency and a joint hearing of the parties was held in this Office
on 17.2.2004. The complainant admitted that his pension had been sanctioned by the
agency. He started getting Rs.655/- as pension per month and had also been paid gratuity
amounting to Rs.40,000/-. The grievance of the complainant was thus got redressed.


Complaint No: 147/04/C.VI-05/04/ADV-I
Complainant Mst. Razia Begum, Staff Nurse filed complaint on 7.1.2004 that she
was transferred from Punjab Institute of Mental Health, Lahore to Lady Willington
Hospital, Lahore where she joined duty on 1.9.2001. She had not been paid her salary for
the last about 28 months. She requested that direction be issued to M.S. Punjab Institute
of Mental Health, Lahore to issue her last pay certificate after making payment of her 21
days salary so that she could get her salary from Lady Willington Hospital, Lahore. w.e.f.
The matter was taken up with the respondent agency. Executive Director Punjab
Institute of Mental Health Lahore reported that the requisite last pay certificate could not
be issued to the complainant because she had submitted her service book without first
part and L.P.C from Services Hospital Lahore from where she was transferred to the
Punjab Institute of Mental Health Lahore. On pursuance from this office the service book
of the complainant was got completed/verified and L.P.C was also issued alongwith
releasing 21 days pay.
Mr. Zamair Haider, the complainant’s husband while appearing in this Office on
31.8.2004 intimated that the complainant had received all the arrears of pay and monthly
pay was being regularly paid to her. Thus, the grievance of the complainant was
redressed by the respondent agency on the intervention of this Office.


Complaint No:5980/03/C.VI-196/03/ADV-I

Complainant Muhammad Zubair Tahir contended in his complaint dated

19.7.2003 that he passed his Dispenser Class and Laboratory Assistant Courses in April
2000 but he had not been issued his Dispenser Enrolment and Laboratory Assistant
Certificates by the Punjab Medical Faculty without any reason.
The matter was taken up with the Secretary Punjab Medical Faculty, Lahore on
24.7.2003. The Registrar of Punjab Medical Faculty vide his letter No.11602/PMF dated
15.10.2003 intimated that the certificate of Dispenser and certificate of Laboratory
Assistant of the complainant had been dispatched to him vide No.11167 dated 7.10.2003.
A copy of acknowledgement receipt of the complainant was also sent to this office.

Thus the grievance of the complainant was got redressed by this office.
Complaint No:8284/03/C.VI-341/03/ADV-I
Muhammad Afzal Sajid and other residents of Gulshanabad, Adyala Road
Rawalpindi filed a complaint on 9.10.2003 stating that Government T.B. Sanitarium
Samli had been working under the direct control of Director General, Health Services,
Punjab, Lahore. People from far flung areas of Punjab came there for treatment. The said
Sanitarium had a sanctioned strength of 360 beds. The Government of the Punjab Health
Department in the year 1995 upgraded the posts of Medical Superintendents of Divisional
Headquarters Hospitals and District Headquarters Hospitals having bed strength of 250,
to BS-20. But post of Medical Superintendent of T.B. Sanitarium had not been upgraded
to BS-20 although its beds strength was 360. It was requested that direction be issued to
the Government for upgrading the post of Medical Superintendent of Govt. T. B.
Sanitarium Samli from BS-19 to BS-20 for proper functioning of the said sanitarium.
The matter was taken up with the respondent agency on 20.10.2003. The Health
Department, reported on 27.10.2004 that on receipt of sanction from the Finance
Department post of M.S. had been upgraded from BS-19 to BS-20. Thus, the grievance of
the complainants was redressed by the respondent agency on the intervention of this


Complaint No:901/03/C.VI-486/03/ADV-I
Mr. Muhammad Imran Khan lodged complaint that his father retired from Health
Department in Mianwali District, as Dispenser, on invalidation grounds but the Executive
District Officer (Health), Mianwali had not given him job of Junior Clerk under rule 17A
of the Rules.
The matter was taken up with the respondent agency. Executive District Officer
(Health), Mianwali provided a copy of his office order No. MWI/EDOH/2003/1260-64/C
dated 27.01.2004 whereby the complainant had been appointed as Junior Clerk at Tehsil
Headquarters Hospital Isa Khel. Thus, the grievance of the complainant was redressed
by the respondent agency on the intervention of this Office.
Complaint No:7681/03/C.VI-291/03/ADV-I
M/s Medequips, filed a complaint on 20.9.2003 that E.D.O.(Health), Lahore
invited tenders through Daily Khabrain dated 11.3.2002 for supply of Ultrasound
Machine for Government Maternity Hospital, Lahore. They submitted tender which was
accepted and supply order No. 6744/P&D dated 13.11.2002 was issued to them by
E.D.O(Health), Lahore. The firm supplied Ultrasound Machine on 26.11.2002 through
delivery challan No.11862. They submitted bill No. 10477 dated 27.11.2002 to
E.D.O(Health), Lahore but instead of making payment of the bill, he illegally cancelled
the supply order. The complainant firm requested that E.D.O(Health), Lahore be directed
to make payment for the Ultrasound Machine supplied by them.
The matter was taken up with the Executive District Officer(Health), Lahore who
reported that payment was not made for the reason that the Ultrasound Machine supplied
was not of the prescribed frequency. The complainant firm subsequently supplied the
Ultrasound Machine of the prescribed frequency on which payment amounting to
Rs.605,000/- was made to the firm vide cheque No.526828 dated 30.6.2004. The
representative of EDO (Health), Lahore produced acknowledgement of the firm dated
9.7.2004 regarding receipt of the said cheque.


Complaint No:9638/03/C.VI-489/03/ADV-I
Dr. Nisar Ahmad Cheema, Medical Superintendent, DHQ, Hospital, Gujranwala
complained on 22.11.2003 that the Principal Allied Hospital, Rawalpindi had refused to
sign his pay bills resulting in non payment of salary to him for the period from 22nd
February to 21st July, 2003.
The Principal, Allied Hospital, Rawalpindi through an interim order on
22.11.2003, was directed to sign the pay bills of the complainant for the aforementioned
period and make immediate arrangement for payment of salary and submit a compliance
The agency paid the requisite salary to the complainant. It was further reported
that the issue of imposition of penalty on the complainant had also been settled.
The grievance of the complainant was, thus, redressed by the respondent agency
through the intervention of this office.
Complaint No:9900/03/C.VI-510/03/ADV-I
Mr. Muhammad Iftikhar filed a complaint on 9.12.2003 stating that his father was
brought to Rural Health Centre Phoolnagar by police on 1.11.2003 for getting his Medico
Legal Certificate. Mr. Muhammad Shaban, Dispenser demanded Rs.10,000/- as illegal
gratification for issuing medico legal certificate. However, the matter was settled at
Rs.5,500/- He paid Rs.1500/- to the Dispenser at the spot whereas Rs.3000/- were paid
to him next day in the morning and Rs.1000/- in the evening. He issued the Medico
Legal Certificate for fracture of his finger. He kept his father admitted at the Rural Health
Centre and continued to delay the matter of his Medico Legal Certificate. They then
contacted Dr. Afzal Bashir who referred his father to DHQ Hospital, Kasur where the
doctor issued Medico Legal Certificate of his father showing fracture of his three ribs. It
was requested that action be taken against
Mr. Muhammad Shaban for taking illegal gratification of Rs.5500/- from him.
E.D.O.(Health), Kasur reported on 20.3.2004 that charge of taking illegal
gratification had been proved against Mr. Muhammad Shaban, Dispenser and that he had
been awarded a major penalty of dismissal from service vide his office order No. 13809-
14310/EDO(H), dated 27.11.2004 was imposed upon him. Thus, action on the complaint
was taken by the respondent agency on the intervention of this Office.


Complaint No.9530/03/C.VI-447/03/ADV-I

Mr. Hayat Ali alias Bhola filed complaint on 17.11.2003 stating therein that he
took his young son Muhammad Farooq, who was suffering from appendix pain to Nishtar
Hospital, Multan at about 10.00 a.m. on 9.9.2003. The doctor on duty did not attend him
immediately. He was operated by Dr. Sohail very late in the evening. His son was
discharged on 17.9.2003 although he was still feeling acute pain. He was readmitted in
the hospital on 19.9.2003. He was again operated by Dr. Tariq, Registrar but his
condition became more serious. Third operation was done by Dr. Mushtaq but instead of
relief puss started coming out from the place of operation. Fourth operation was done by
Dr. Niaz Parvez but the condition of his son further deteriorated and he expired on
Medical Superintendent, Nishtar Hospital, Multan reported that two enquires were
conducted in the matter complained against, one by Prof. Dr. Riaz Ahmad Shahbaz, Head
of Surgery Department, Nishtar College, Multan and the other by District Officer
(Revenue), Multan. In both the enquires no negligence on the part of doctors was proved.

After investigation it was noted by the Ombudsman that the District Officer
(Revenue) could not have been expected to identify the negligence and give findings on
technical issues. It was regrettably noted that report submitted by Prof. Dr. Riaz Ahmed
Shahbaz was also a narration of history of the case from the admission to death of the
patient with unreasoned conclusion of no evidence of negligence. It was observed that
‘maladministration’ in this case stood established from the fact that the condition of the
patient was not viewed seriously particularly at the time when he was first operated and
when he was discharged from the hospital although he was complaining of severe paini.
Every time a new doctor carried out the operation. Secretary to Government of the
Punjab. Health Department, Lahore was, thus, directed to constitute an Enquiry
Committee of two Professors to enquire on the following points:-

i) the patient attended to and given required immediate assistance when he was
admitted on 9.9.2003?

ii) the discharge of the patient on 17.9.2003 proper and justified when he was
complaining of acute pain?

iii) the second operation have been inevitable, if the first one had been done after
thorough investigation?

iv) the second operation done properly and if so why the operation on 20.9.2003
became necessary?

v) the breaking down of repair of first part of duodenum carried out on 17.10.2003
as pointed out by
Prof. Riaz Ahmad Shahbaz, the result of carelessness?

Secretary Health Department, Government of the Punjab submitted the report of

the Enquiry Committee but the same was again not found satisfactory as the Enquiry
Committee did not explain as to what type of complication the pain complained
suggested? Why did the operation not produce the desired results and why duodenum
repair carried out during third operation also leaked?

With these observations, case has been referred back to the Secretary Health to
furnish reasoned findings as to whether any negligence on the part of doctors is
established or otherwise.


Complaint No:444/2003-POP/C-II-19/2003
Ashique Hussain S/O Ghaus Bakhsh, a landowner of Mauza Kalroo Tehsil and
District Muzaffargarh lodged complaint on 20.1.2003 that transformer of SCARP
Tubewell No.K.A.322 of the aforesaid village was stolen and the Tubewell was not in
operation for the last about eight years. Several applications were submitted to the
Executive Engineer SCARP Kot Addu for supply of a new transformer but of no avail.
He then filed a complaint before Wafaqi Mohtasib (Ombudsman) who directed the
SCARP Authorities to deposit Rs.75,000/- as cost of the transformer with WAPDA. The
Executive Engineer SCARP Kot Addu did not deposit the cost of the transformer.
Intervention of this Office was sought for redressal of the grievance.
Executive Engineer Tubewell Operation Division Kot Addu in his reply submitted
on 24.3.2003 stated that he had no funds for arranging a new transformer. He was advised
to request the government to provide funds. He however, paid an amount of Rs.44,200/-
to WAPDA Authorities in June 2003 and moved a case to the government for providing
balance amount of Rs.26,800/-. On receipt of funds, the balance amount of Rs.26,800/-
was also paid to WAPDA on 5.3.2004.
The matter for providing a new transformer was then taken up with Deputy
Manager MEPCO Division WAPDA Kot Addu. He appeared in this Office on 26.5.2004
he stated that a 50 KV transformer had been installed and connection of the tubewell had
been restored.
The grievance of the complainant was got redressed after more than 9 years of the
time when the grievance arose.


Complaint No:8775/2003-POP/C-II-458/2003
Ghulam Rasool Lamberdar lodged complaint on 24.10.2003 on behalf of
landowners of Chak No.156/JB and Chak No.157/JB Tehsil and District Faisalabad. He
had stated that the aforesaid Chaks were situated at the tail of Rajbah Wagwala where
supply of canal water was short. They brought the situation to the notice of Executive
Engineer Faisalabad Canal Division in February 2003 who directed the Sub Divisional
Officer and the Sub Engineer to ensure availability of authorized supply at the tail but
they did not do it. The grievance was then brought to the notice of Superintending
Engineer on 11.8.03 who also directed the Sub Engineer to ensure authorized discharge
but with no result. The matter was also brought to the notice of Chief Engineer with the
request that desilting of the Rajbah be got done but no action was taken on their
application. It was stated that unless the broken outlets were repaired, supply of canal
water at the tail was not likely to improve. The complainant prayed that direction be
issued to Executive Engineer Faisalabad Division for desilting of the Rajbah and to make
available authorized supply at the tail.
In the report dated 10.5.2004 submitted by the Executive Engineer Faisalabad
Canal Division it was intimated that desilting of the Rajab had been carried out and the
canal was running full at tail. The complainant confirmed the availability of water in
writing. The grievance of farmers of two villages was thus got redressed.


Complaint No: 7072/03/C-II-373/03
Abdul Samad retired Head Clerk, Khanpur Canal Division, Khanpur, District
Rahimyar Khan lodged complaint on 29.8.2003 that he submitted bills to the Chief
Engineer Irrigation Bahawalpur Zone for reimbursement of medical charges incurred on
his own treatment and that of his wife. It was alleged that the Chief Engineer sent the
bills to the Medical Superintendent Sheikh Zaid Hospital Rahimyar Khan for verification
by a Medical Board. The complainant agitated that since each bill was of less than
Rs.10,000/- verification was not required from the Medical Board under the existing
rules/instructions. It was further alleged that the Chief Engineer had sent his case to the
Medical Superintendent with malafide intention. Intervention of this Office, was sought
by the complainant for redressal of his grievance.
Chief Engineer Bahawalpur Zone, in his reply, dated 13.10.2003 admitted that
medical charges reimbursement claims of the complainant were sent by him to the
Medical Superintendent Sheikh Zaid Hospital Rahimyar Khan for verification by a
Medical Board. He further required medical examination of the complainant and his wife
by the Medical Board as the claims appeared to be doubtful. Four pending bills of the
complainant amounting to Rs.27,990/- were however sanctioned.
The matter was further pursued with the Chief Engineer for reimbursement of the
remaining claims. The representative of the Agency while appearing in this office on
5.1.2004 intimated that all the previous pending bills of the complainant had been
sanctioned and only two fresh bills were pending which would also be sanctioned after
due scrutiny. The complainant admitted that he had received payment of four pending
bills. He expressed his satisfaction on efforts made by this Office for redressal of his


Complaint No:1744/2004-POP/C-II-127/2004
Mst. Kubra Begum lodged complaint before Wafaqi Mohtasib (Ombudsman) at
Regional office Multan which was sent to this Office on 9.3.2004 vide letter dated
3.3.2004 as the grievance pertained to Irrigation & Power Department, Government of
the Punjab.
The complainant, Mst. Kubra Begum alleged that her husband who was Naib
Qasid in the Office of Executive Engineer Irrigation SCARP Kot Adu expired about 14
years ago. She approached the department for payment of pensionary dues of her
deceased husband but was told to obtain succession certificate first which she was able to
get after a few years. She produced the same in the office but she was advised to supply
the same through the court. She accordingly supplied the succession certificate through
the court about five years back but the department did not pay her even a single penny.
The complainant expressed apprehension that relevant papers might have been removed
from the office by her step son who was Naib Qasid in the office of Sub Divisional Canal
Officer. She sought intervention of this Office for redressal of her grievance.
The matter was taken up with Executive Engineer and District Accounts Officer
Muzaffargarh. Executive Engineer Tubewell Operation Division Kot Adu on 24.4.2004
reported that pension case of the complainant had already been sent by him to District
Accounts Officer Muzaffargarh on 25.2.2004. District Accounts Officer Muzaffargarh
vide his report dated 16.7.2004 informed that pension payment order had been issued
vide PPO No.10258 dated 15.5.2004 and pensionary dues amounting to Rs.25,097/- had
also been paid to the complainant on 25.5.2004.
It took 14 years for a widow to get pensionary benefits of her deceased husband.
After taking cognizance of the grievance on 9.3.2004, fourteen years old issue was
resolved in two months.
Complaint No:479/2004-POP/C-II-32/2004
Ghulam Jaffar, a landowner of Chak No.19/ML Tehsil Piplan District Mianwali
whose lands were irrigated from outlet No.5054/L of Rajbah Ghulama lodged a
complaint on 16.1.2004 on behalf of shareholders of the aforesaid outlet stating that case
of “Warabandi” was pending with Sub Divisional Canal Officer Kundian for the last
about one year. The complainant alleged that SDO through his Reader fixed hearing of
case with gap of one month and it was being delayed. The SDO gave them a date to
inspect the site but he did not turn up. Intervention of this Office was sought for redressal
of the grievance.
Matter was taken up with Executive Engineer Kala Bagh Canal Division
Mianwali. In his report dated 26.5.2004 the Executive Engineer intimated that the Sub
Divisional Canal Officer Kundian had sanctioned ‘Warabandi’ vide his order dated
13.4.2004 and it had been implemented w.e.f. 24.4.2004.
The grievance of the complainant and land owners of the area was got redressed
by this Office.


Complaint No:882/2003-POP/C-II-45/2003
Muhammad Hussain, a landowner of Mauza Araianwala/Mauza Khuda
Bakhshwala lodged a complaint on 8.2.2003 against Manzoor Ahmed canal Patwari,
Shakir Shah Ziladar and Deputy Collector Ahmadpur Canal Division stating that they had
caused great financial loss to the government exchequer during Kharif 2001 as they with
corrupt motive did not assess Abiyana intentionally against actually cultivated area.
Moreover, Abiyana was not assessed according to the approved rates and entries of
“Khatoni Nehr” were also tampered with. The complainant prayed that the respondent
officials may be proceeded against under the law.

Matter was taken up with the Executive Engineer/ Divisional Canal Officer
Ahmadpur Canal Division on 17.2.2003. He got the matter inquired by Deputy Collector
Ahmadpur Division. Patwari was found guilty in the inquiry. Penalty of stoppage of one
annual increment without future effect was, therefore, imposed upon him by the
Executive Engineer. It was further reported that a case for remission of Abiyana
amounting to Rs.18246.96/- and for raising additional demand of Rs.46,380/- had been
prepared which would be incorporated in the “Khatoni Nehr” for Kharif-2003. The
malpractice pointed out by the complainant was redressed by this Office.


Complaint No:4120/2003-POP/C-II-325/2003
Muhammad Ali and Mushtaq Ali landowners of Mauza Mangan Tehsil Shorkot
District Jhang lodged complaint on 14.5.2003 stating that Shabrati son of Siraj Din in
connivance with Ziladar had demolished the water course which supplied canal water to
their land. Consequently their standing Rabi 2003 crop had been badly affected. They
approached the concerned authorities in the matter but of no avail. The complainants
requested for intervention and redressal of their grievance.
Notice was issued to the Executive Engineer Jhang Canal Division on 19.8.2003
to submit report in the matter. Muhammad Ali the complainant appeared in this Office on
12-10-2004 and submitted in writing that water course had been restored by the
Department and their land was being irrigated properly.
Grievance of the complainants was redressed by restoring water course at site.


Complaint No: 9946/2003 C-III 2003.

Nazeer Ahmad Khan in his complaint dated 10.12.2003 stated that on 20.7.1999
he participated in the auction of commercial plots in Labour Colony Sahiwal as a factory
worker. He offered the highest bid i.e. Rs.201,000/- for commercial plot No.1 and after
approval of the competent authority/Chairman Workers Welfare Board Punjab Lahore
deposited the requisite amount as per direction of the Joint Director Labour, Multan in
three installments i.e. Rs.67,000/- on 31.8.1999, Rs.1,05000/- on 12.11.1999 and
remaining amount of Rs.24000/- on 30.11.1999. The complainant alleged that although
payment of total amount of the plot had been made yet his case for grant of occupancy
rights and delivery of possession has not been finalized even after lapse of 4/5 years.
The matter was taken up with the agency concerned i.e., Secretary Punjab
Workers Welfare Board, Lahore. The claim of the complainant for grant of occupancy
right of commercial plot No.1, Labour Colony Sahiwal was conceded by the Agency.
Accordingly, allotment letter dated 8.5.2004 and possession letter dated 15.05.2004 were
issued to the complainant. The representative of the complainant admitted receipt of the
said letters. Thus the grievance of the complainant was got redressed on the intervention
of this Office.


Complaint No. 7465/03 DI-348/03

Haji Muneeb Tufail r/o House No. 4, Street No. 6, Tajpura, Shadbagh, Lahore
contended in his complaint dated 15-09-2003 that he purchased plot No. 18, Block-E,
Tajpura Scheme, Lahore in the auction held on 11-12-2002 paying Rs. 6700/- at the spot
and the balance sale price of Rs. 2,76,900/- on 07-03-2003. It revealed subsequently that
the plot had already been disposed of through auction to someone else and hence
complainant was refunded Rs. 3,43,900/- on 10-09-2003. The complainant requested for
the payment of interest to him at the rate of 17.5% and also for taking action in the

The matter was taken up with LDA, Lahore. It was reported by the Director Estate
Management, LDA that the interest claimed by the complainant was not admissible as per
terms and conditions of auction policy.

After due investigation in the complaint, it was directed by the Ombudsman

Punjab vide order dated 23.08.2004 that the Agency shall pay interest at the rate of 8%
per annum to the complainant for the period the amount remained with it. Responsibility
be fixed and action be taken against the delinquent officials for including an already
auctioned plot in the auction schedule and for not taking timely steps to see if the
possession could be delivered to the complainant.



Complaint No. 1131/04 DI-153/04

Fazal Karim r/o 214-B, Muhammad Ali Jauhar Town, Lahore requested in his
complaint dated 12.02.2004 that Mst. Sughran Bibi, his mother, owned plot No. 214-B,
Muhammad Ali Jauhar Town Scheme, Lahore. On her death, the plot was transferred by
LDA on 17.12.2000 in the names of legal heirs i.e. Fazal Karim complainant (son),
Munawar Javed (son) and three daughters. All the heirs had now given the plot to the
complainant through oral gift. The complainant approached the LDA for transferring the
plot in his name as per their policy of ‘Amicable Settlement Between Co-sharers’. As per
the said policy, LDA was to transfer the plot free of transfer fee whereas he was asked to
deposit an amount of Rs. 45,000/- as transfer fee for which challan form was also given
to him.

The matter was taken up with LDA who contended that the complainant’s case
did not fall within the ambit of their policy titled ‘Amicable Settlement Between Co-
sharers’ as the other legal heirs were transferring/ surrendering their rights in favour of
one legal heir without any consideration, compromise or settlement and that they had also
amended their policy with effect from 16.08.2004. As a result of investigation made in
this Office, it was found that the present case was fully covered by LDA policy of
‘Amicable Settlement Between Co-sharers’ promulgated in 1993. The policy did not
envisage the existence of any consideration necessary for the transfer of the plot free of
charges. Moreover, the LDA made amendment in their policy on 16.08.2004 whereas the
complainant applied for the transfer of plot in his name on 31.05.2003. Amending the
policy by LDA in August 2004 could not have been applied with retrospective effect.

It was directed that Director Estate Management, LDA shall allow free transfer of
the plot in the complainant’s name by 01.02.2005. It has been intimated by the Agency
that they have made representation dated 16.02.2005 before the Governor Punjab against
the order dated 27.12.2004 passed in the complaint.

Complaint No: 9358/03 D-IV-560/03

Complainant Muhammad Hafeez moved a complaint on 11.11.2003 stating that

he was working as Accountant (LCS) in TMA Silanwali District Sargodha since
26.7.2002 when no confidence motion was moved against Tehsil Nazim and Naib Tehsil
Nazim, TMA Silanwali on 11.1.2003. No confidence motion was passed with majority
vote. The complainant prepared minutes of the proceedings of the no confidence motion
due to which Tehsil Nazim got annoyed and vide his orders dated 20.5.2003 relieved the
complainant from duty and directed him to report to the Secretary, LG &RD Department.
The complainant submitted a petition to the Secretary, LG&RD against illegal orders of
Tehsil Nazim, whereupon Secretary, LG&RD stayed the implementation of the said
orders and asked for comments from the Tehsil Nazim. The complainant, accordingly,
continued performing his duties but the Tehsil Nazim refused to sign his pay bills. The
complainant prayed that the agency be directed to pay his salary for the said period.
Matter was taken up with the agency. The complainant sent a rejoinder stating
that Tehsil Nazim, TMA Silanwali had paid his salary.
As the grievance of complainant had been redressed, the complaint was disposed
of having borne fruit.

Complaint No: 8077/03 D-IV-472/03
In their complaint dated 2.10.2003, Muhammad Munir alias Bao and other
residents of Street No.25 Fatehgarh Post Office Mughalpura, Lahore stated that Shalimar
Town Administration started laying sewerage pipes in street No.25, Takkiya Baba
Yateem Shah, Fatehgarh Lahore but work was left incomplete and the street was not
reconstructed. It was alleged that the Nazim, Union Council No.44, Fatehgarh and
Shalimar Town Administration had constructed other streets. The complainant requested
that the agency may be directed to complete the development work of their street as well.
Matter was taken up with the agency on 4.10.2003 and pursued. Sub Divisional
Officer, Mughalpura Sub Division WASA, Shalimar Town Lahore reported on 12.3.2004
that WASA had completed the sewerage according to work order/acceptance letter and
the sewer was functioning properly. Town Municipal Officer, Shalimar Town Lahore
also reported that work regarding construction of Street Baba Yateem Shar Darbar had
been completed by Town Municipal Administration. Grievance of the complainant was
redressed on the intervention of this Office.

Complaint No: 10072/03 D-IV-582
Complainant Mirza Shah Jehan Baig moved this complaint dated 15.12.03 stating
that he had retired as Assistant from the office of Director General, Local Government
Department Punjab, Lahore. His moveover from Scale No.11 to Scale No.12 was due
since December, 2001 but Departmental Promotion Committee (DPC) deferred his case
observing that some enquiry was pending against him, whereas just two days before a no
enquiry certificate was issued and also that no departmental proceedings/action was
pending against him at the time of retirement. He prayed that a report be obtained from
the department and he may be granted moveover.
After getting supporting documents from the complainant, the matter was taken
up with the agency on 7.2.2004. Assistant Director (Admn.), Directorate General Local
Government of the Punjab Lahore reported on 16.7.2004 that grievance of the
complainant had been redressed and moveover from BS-11 to BS-12 had been cleared by
DPC in its meeting on 16.6.2004 and necessary order had been issued on 6.7.2004.
Grievance of the complainant was redressed on the intervention of this Office.


Complaint No:10165/2003-Adv-II-610/2003
Wali Muhammad, who claim to be rightful owner of Shop No. 121 situated in
Mohalla Mian Sahib inside Malkana Gate, Sharqpur, District Sheikhupura filed a
complaint dated 17.12.2003 alleging that “Qabza Group” in connivance with local police
trespassed into his shop and stole various articles lying there. He approached the police
but no timely and effective action was taken against the accused persons. He levelled the
following specific allegations against Bashir Ahmad Gorsi, SHO and Muhammad Aslam
Khan ASI of Police Station Sharqpur, Distrcit Sheikhupura:-
i. SHO did not take action on his application dated 4.4.2003 filed against the
ii. application dated 8.4.2003 addressed to DIG Police Sheikhupura for registration of
a case was marked to ASP Circle Ferozewala who directed the SHO to take legal
action against the accused but he took no action.
iii. Qabza Group” occupied a portion of his shop but police did not take action despite
his application submitted on 11.4.2003.
iv. the instructions of DIG Sheikhupura, Sharqpur police registered FIR No.196/2003
unwillingly but the Investigating Officer Muhammad Aslam Khan ASI and the
SHO did not arrest the accused in time nor did they recover stolen property.
v. Officer did not recover stolen articles even when the accused were willing to return
vi. Aslam Khan ASI misplaced certain papers to help the accused party.

District Police Officer Sheikhupura filed a report dated 19.1.2004 contending that
on complainant’s application submitted earlier, ASP/SDPO Ferozewala conducted a
preliminary enquiry and directed the SHO to register a criminal case. Consequently FIR
No.196/2003 dated 30.4.2003 under section 448/427/380/148 and 149 PPC was
registered at Police Station Sharqpur. During investigation, three accused were arrested
and two got pre-arrest bail from Lahore High Court, Lahore. One accused Muhammad
Khan was absconding and the challan had been submitted in court. SHO Sharqpur had
been directed to arrest Muhammad Khan immediately. Allegations of the complainant
against police officials were without substance.
It was observed that the complainant approached police on 4.4.2003 with a
request to take legal action against the accused but FIR was recorded on 30.4.2003. This
delay had not been satisfactorily explained. It had also been rightly pointed out that the
accused persons were not arrested in time. Additional District and Session Judge
Ferozewala did not confirm pre-arrest bails of Abdul Rasheed, Ashique and Sabir but the
concerned Investigating Officer failed to arrest them on the spot. He also failed to
recover the entire stolen property. One accused Muhammad Khan, whom the
complainant considers head of “Qabza Group” had not been arrested nor proceedings
under section 87 and 88 Cr. P.C initiated against him. All those facts led to the
conclusion that it was a case of mal-administration. These findings were communicated
to I.G.P. with the direction to depute a senior police officer to hold a detailed enquiry and
fix responsibility for acts of maladministration.
The Agency reported that fresh enquiry had been initiated against the delinquents.
The process of accountability thus started against the delinquent of police officials.


Complaint No:7990/2003-Adv-II-481/2003
Shahid Hussain, Executive Engineer Central Civil Division No.II Pak PWD
Lahore filed a complaint dated 30.9.2003, alleging that Police officials had unlawfully
set-up a Police Post/Police Station in the garages of Community Centre of Wafaqi
Colony Lahore and unlawfully occupied 10 quarters of Block No. 7 & 8 of the Colony.
The Police officers were approached to vacate the site but they had not responded. The
complainant requested that Inspector General of Police, Punjab Lahore be directed to
vacate the unlawful possession and pay rent for the period the buildings remained in
possession of Police.
Provincial Police Officer Punjab filed a report on 23.4.2004, admitting possession
of Wafaqi Colony quarters and garages by the Police. He, however, contended that LDA
had allotted a plot for the Police Station and as soon as the possession of the plot was
delivered to the Police, the buildings of Wafaqi Colony would be vacated.
Since the Police Department had conceded the claim of the complainant,
Provincial Police Officer Punjab was directed to secure possession of the plot allotted by
LDA for setting up a Police Station and since occupation rent of the quarters and garages
be paid to Pak PWD.
Complaint No:3770/2004-Adv-II-257/2004
Muhammad Shahid Zafar filed a complaint stating that his father Zafar Hussain
employed as Police constable in District Sahiwal had lost his life in East Pakistan in 1971
Indo-Pak war. He applied to Chief Minister Punjab for recruiting him as ASI against
quota reserved for Shaheed. His application was forwarded to IGP Punjab who filed it
because of his being over-age. He requested that he be recruited as ASI against Shaheed
quota by granting him relaxation in upper-age limit.
AIG (Legal) filed a report on behalf of the Agency contending that the
complainant was not eligible for recruitment because he was over-age by 9 years and
deficient in chest by 1” x 1”. It was further added in the report that instructions regarding
relaxation of age limit are not applicable to Police. The complainant thereupon requested
in his rejoinder that he may be employed as a Junior Clerk.
The case of the complainant was examined and a directive was given to the
authority for appointing the complainant as Junior Clerk in Police Department by
granting age relaxation in view of special circumstances in which his father laid down his
life and if he was not eligible for appointment as junior clerk he may be offered a post in
BS-1 to 4.
Provincial Police Officer reported that the Ombudsman’s direction could not be
implemented because of an advice given by the Regulation Wing of S & GAD to the
effect that Police personnel are not public servants and they are governed by separate
Police Rules. The case has now been referred to the Govt. u/s 12(1) of the Punjab Office
of Ombudsman Act 1997 (Act X of 1997) for giving a direction to the Agency to
implement the recommendations of the Ombudsman.

Complaint No: 1880/04/C.VI-228/2004
Shehnaz Bibi in her complaint dated 12.3.2004 alleged that her husband Ghulam
Muhammad Khan who was Constable in Police died on 30-12-2003. She was receiving
family pension but G. P. Fund amount was not paid to her.
After obtaining supporting documents from the complainant, report from the
Agency was invited on 21.7.2004. The Agency expedited the matter and reported on
3.9.2004 that G. P. Fund amounting to Rs.26,415/- had been paid to the complainant Mst.
Shehnaz Bibi. The grievance of the widow was, thus, redressed because of the
intervention of this Office.


Complaint No:6895/2003-Adv-II-389/2003
Muhammad Riaz filed a complaint dated 26.8.2003, accusing Muhammad Shafi
Lashari, ASI and Basharat Havildar (Head Constable) of checking his car registration No.
AA 8878/Karachi on 23.7.2003, and demanding Rs.50,000/- as illegal gratification on the
threat of getting the vehicle examined by a Laboratory. He (the complainant) was also
forced to pay Rs.1000/- to Hawaldar (Head Constable) Basharat as bribe and to spend
Rs.2500/- for purchase of petrol for the vehicle. The respondent ASI continued
demanding more bribe and seized his vehicle u/s 550 Cr.PC. The complainant paid
Rs.1200/- to the respondents and only then they agreed to release the vehicle on
‘Superdari’. He was also made to pay Rs.3000/- to different other officials.
SP Organized Crime (CIA) Lahore filed a report on 12.7.2004, intimating that Rai
Zameer ul Haq, DSP Anti-Vehicles Lifting Staff was directed to enquire into the
complainant’s allegation. According to his report, the complainant’s vehicle, which was
taken into possession u/s 550 Cr.PC. was got examined at Forensic Science Laboratory
Islamabad. On the basis of Laboratory result, no case of theft was traced and the vehicle
was given to the complainant on ‘Superdari’. The allegations of demanding or receiving
bribe were not proved. The complainant had admitted to have filed the complaint
because of some misunderstanding and he (the complainant) did not want to pursue it.
The respondent Muhammad Shafi and Basharat Ali filed their statements denying the
charges. They enclosed a letter sent by SP Organized Crime CIA Lahore to SSP
(Investigation) Lahore reiterating the version of the Agency but admitting that police
officials had received Rs.1200/- as cost of taking the vehicle to the Laboratory for
examination and then bringing it back.
It was held that SP Organized Crime (CIA) Lahore had admitted the receipt of
Rs.1200/- in his letter treating it as cost of taking the vehicle to Islamabad for technical
examination and then bringing it back but it was difficult to believe that a 1989 model
Toyota Corolla car would cost Rs.1200/- for covering the distance from Lahore to
Islamabad and back to Lahore. Even otherwise, the vehicle owner could not be burdened
with the expenditure which police incurred on the investigation of a case. This being a
clear case of maladministration, findings were communicated to Senior Superintendent of
Police (Investigation) Lahore with the recommendations that he should hold an inquiry to
fix responsibility as to how the complainant was forced to pay Rs.1200/- as cost of taking
the vehicle to Islamabad for Laboratory examination. He was directed to issue clear
instructions to the staff for not burdening the vehicle owners to bear expenditure that
police incurs in taking a vehicle to a Forensic Science Laboratory for technical
examination. He was also directed to ascertain whether sufficient evidence was available
to ascertain whether the vehicle was stolen.
The Agency/SSP (Investigation) Lahore has submitted implementation report.
Enquiry has been initiated against the delinquent police officials and instructions issued
to the Traffic Staff for not burdening vehicle owners with the expenditure incurred on
technical examination of their vehicles.



Complaint No. 3976/03 DI-74/04.

Muhammad Hayat Khan s/o Hussain Khan, r/o Chak No. 625/G.B, Tehsil
Jaranwala, District Faisalabad alleged in his complaint dated 09.05.2003 that he was
present at the Sikhs Mela at Nankana Sahib on 03.11.1998 where he caught hold of one
of the four pickpockets who had stolen an amount of Rs. 26,000/- from his pocket and
handed him over to Ihsan-ul-Haq ASI, P.S. Nankana City who was on duty at the Mela
and was standing nearby. The said ASI, instead of registering a case against the
pickpocket and returning the stolen amount to the complainant, released the pickpocket
and made the complainant leave the Police Station after insulting him. Ombudsman
Punjab, vide his order dated 18.08.2004, directed the DPO Sheikhupura to arrange return
of stolen money to the complainant as the police official complained against had been
found guilty of charges as a result of enquiry conducted by the Additional S.P.

Despite the issuance of five communications and also a show cause notice sent to
him DPO Sheikhupura neither took any steps for the return of stolen money to the
complainant nor he responded to the communications/show cause notice issued by this
Office. Chief Secretary Punjab, in these circumstances, has been sent a reference on
17.03.2005 for placing the report in the personal file/character roll of District Police
Officer, Sheikhupura as provided under section 12 (sub section 2) of the Punjab Office of
the Ombudsman Act, 1997 (Act X of 1997).



Complaint No. 8423/03 DI-376/03

Ch. Muhammad Rizwan Qureshi s/o Khurshid Hussain Qureshi, ex-Chairman

Khidmat Committee, Tehsil Pasrur, District Sialkot filed a complaint on 13.10.2003 that
Abdul Aziz ASI and the other police officials of Police Station Sadar Pasrur conducted an
illegal raid at his ‘dera’, arrested his two servants taking them to Police Station and also
took along his one licensed rifle and some other articles. Complainant’s servants were
detained in the police station for five days whereafter they were released as they were not
found involved in any case. His licensed rifle was also returned after necessary

The matter was taken up with District Police Officer, Sialkot who reported that
the complainant’s ‘dera’ was raided as Constable Imdad Hussain had informed the
Inspector/SHO, P.S Sadar Pasrur that some suspects/proclaimed offenders were present
there reporting further that all this was done by the police personnel in good faith.
Investigation conducted in this Office established a series of acts of high handedness,
arbitrariness and gross illegality as Imdad Hussain Constable provided wrong information
to his seniors, ASI Abdul Aziz conducted the raid without satisfying himself about the
veracity of the information, SHO authorized the raid without satisfying himself about the
information, complainant’s two servants were taken to the Police Station where they were
kept in wrongful confinement without any justification and the complainant’s gun was
also taken into possession illegally. What was even more distressing was that District
Police Officer, Sialkot did not find these acts to be worth cognizance and came to the
totally unconvincing conclusion that the complaint was devoid of any substance.

DIG Gujranwala Region, in these circumstances, was directed to initiate

disciplinary proceedings against the delinquent police officials. It was reported by him on
03.02.2005 that the police officials complained against had been administered warning
with the directions to remain careful in future. As administering warning to any police
official is not provided under the Punjab Removal from Service (Special Powers)
Ordinance, 2000, DIG, Gujranwala Region has again been directed vide this Office
communication bearing No. 8423/03, dated 12.03.2005 to implement the directions given
by this Office in letter and spirit as it was a case of serious irregularities committed by
police officials involving honour and liberty of citizens.



Complaint No: 7088/03-CR/03
A convicted person, named Malik Haq Nawaz, confined in District Jail, Sargodha
alleged on 29.8.2003 that in spite of his passing the Nazira Quran and Taleemul Quran
Examinations, the Agency i.e., I.G. Prisons had not granted him remission in sentence for
105 days as per Government policy. The complainant being aggrieved approached
Ombudsman Punjab for redressal of his grievance.

Matter was taken up with the concerned I.G. Prisons on 16.9.2003 who awarded
requisite remission to the complainant and was released from Jail on 12.9.2003. On the
intervention of this Office, complainant’s grievance was redressed.


Complaint No: 4962/03-CR-145/03

Muhammad Jehangir Bhatti, Naib Nazim U.C. 140 Sargodha and 21 other
Nazims/Naib Nazims sought intervention of this office on 14.6.2003 for initiating
disciplinary action against Ch. Mohammad Ilyas, Deputy Superintendent, District Jail
Sargodha on charges of indulgence in immoral activities, holding a dance and drink
function at his residence.

Matter was taken up with the I.G. Prisons, Punjab on 7.7.2003 who held inquiry
into the allegations by DIG prisons on 5.9.2003. As a consequence, competent authority
placed the accused officer under suspension and formal proceedings against him under
the Punjab Removal from Service (Special Powers) Ordinance 2000 were ordered.
Deputy Secretary Home Department was appointed as Inquiry Officer in the case.
The complaint stood fructified, since formal disciplinary proceedings were
initiated on the intervention of this office.



Complaint No: 9417/2003 D-III-629/2003
Syed Anjum Raza Naqvi S/o Syed Zawar Hussain Shah, R/o House No.848,
Amam Bargah, Kamal Pur Syedan, Attock, Cantt complained on 13.11.2003 that he had
qualified M.A. (English) Examination during the year 1994 but the Controller
Examinations Punjab University had not issued the degree to him, despite lapse of about
9 years.
Matter was taken up with the Agency on 15.11.2003. The requisite degree was
issued by the Agency to the complainant on the intervention of this Office.
The grievance of the complainant was, thus, got redressed.


Complaint No: 6334/2003 D-III-422/2003.
Muhammad Tanvir Abbas S/o Zakir Hussain Saqib, R/o Street No.3, House
No.334, Manzoor Hayat Colony, Bhalwal, Tehsil Bhalwal, District Sargodha in his
complaint dated 1.8.2003, alleged that he qualified the examination of B. Ed. during the
year 1996, under Roll No.4545 but degree had not been issued to him by the Controller of
Examinations, University of the Punjab, Lahore despite repeated requests. The
complainant prayed that the University may be directed to issue him Degree.
Matter was taken up with the Agency on 8.8.2003 and pursued. The University
issued the requisite degree to the complainant on 04.01.2004.
The grievance of the complainant was, got redressed by this Office.

Complaint No: 8342/2003 D-III-561/2003.
Syed Tasawar Hussain Shah, SST, Govt. High School No.1, Chakwal submitted a
complaint on 11.10.2003, that he performed duties as Deputy Superintendent Govt. Post
Graduate College, Chakwal, to conduct BA/B.Sc Examination during 1998, but necessary
dues thereof, had not been paid to him by the Agency despite repeated requests.
Matter was taken up with the Treasurer, University of the Punjab Lahore. A sum
of Rs.1950/- was paid by the Agency to the complainant vide Cheque No.0848000, dated
The grievance of the complainant was, got redressed on intervention of this

Complaint No: 7191/2003 D-III 473/2003
Ishtiaq Ahmad S/o Muhammad Sharif, R/o Village Renotra, P.O. Chak Baley
Khan, Tehsil & District Rawalpindi, complained on 2.9.2003, that he appeared in the
B.Ed Annual Examination 1995, under Roll No.593 but his B.Ed. degree had not been
issued by the Agency despite passage of considerable time.
Matter was taken up with the Agency. As a result the requisite degree was issued
by the Agency to the complainant on 8.1.2004. The grievance of the complainant was got



Complaint No: 3677/2003-A.S-140/2004

Mr. Waqar Elahi on 30.4.2003, complained against WASA Lahore for sending
bills on commercial rates in respect of his residential property. The property in question
(S-19-R-82) was owned by his father-in-law and was being used by him for the last 20
years. In the property, a domestic connection has been obtained, which was being billed
previously @Rs.141/- for two months. Since May 2002, WASA Authorities started
sending bills at the commercial rate amounting to Rs.2360/-. Deputy Director, WASA,
Samanabad, Lahore had taken no action/failed to correct his bill on his application dated
13.5.2002, inspite of his repeated visits. Up to March 2003, the amount of arrears
accumulated to Rs.7800/-. The complainant requested for redressal of his grievance.

A report was obtained from the Agency. Mr. Maqsood Ahmad, Legal Assistant,
Revenue Directorate WASA, Shah Jamal, Lahore submitted a written statement on
19.6.2004 to the effect that the grievance of the complainant had been redressed and
revised bill would be delivered to him in the next billing cycle. Accordingly, the
complaint stood fructified.


Complaint No: 3840/2003- A.S -161/2004
On 6.5.2003, Mr. Mehmood Ahmad Awan complained against excessive/wrong
billing by WASA Lahore on the ground that his house had area of five marlas but it was
being shown as 10 marlas. Inspite of his request, WASA authorities had failed to take any
action and were forcing him to deposit the bill amounting to Rs.5390/-. He being a poor
government servant could not pay the said amount. He requested that WASA should be
directed to charge him upto Rs.160/-, as before.
Matter was taken up with Deputy Director (South) WASA Lahore. Pending
receipt of formal reply from the Agency, representative of WASA Lahore informed on
26.2.2004, that bill of the complainant had been revised and the complainant had the
made total payment.
Accordingly, the complaint was disposed of having borne fruit.


Complaint No: 4101-6/2004-A.S-92/2004

Mr. Khuda Bakhsh applied for financial assistance in September, 2003 from
dowry fund. He alleged that no action had been taken on his request inspite of the fact
that funds were received from the government for needy people. The financial assistance
was allegedly provided to influential persons. The complainant had to arrange marriage
of his daughter, which was getting delayed due to non-availability of resources. He
requested for issuance of necessary instructions so that he may get financial assistance at
an early date.
DZO Bhakkar, vide his report dated 30.06.2004, submitted that the request of the
complainant was pending which would be decided on receipt of dowry funds.
The complainant, vide his rejoinder dated 15.07.2004, submitted that the Agency
had taken necessary action on his request and he had received financial assistance.
Accordingly, the complaint was disposed of having borne fruit.