“A REPORT ABOUT COMPLAINTS PROCESSED /

DISPOSED OF BY OMBUDSMAN AND

OMBUDSPERSON PUNJAB
&
APPEALS DECIDED BY THE GOVERNOR
DURING 2018 & 2019”

Prepared By

OMBUDSMAN WING
GOVERNOR’S SECRETARIAT
PUNJAB, LAHORE

(SEPTEMBER, 2020)
 TABLE OF CONTENTS

DESCRIPTION Page #

I. INTRODUCTION: AN OVERVIEW
A) Office of the Provincial Ombudsman, Punjab 1
o Purpose
o Appellate / Representation Authority
o Governing Laws/ Rules
B) Office of the Ombudsperson Punjab 2
o Purpose
o Appellate / Representation Authority
o Governing Laws/ Rules

II. STATISTICS: PROVINCIAL OMBUDSMAN, PUNJAB

A) Status of receipt and disposal of complaints by Provincial 3-4
Ombudsman, Punjab during 2018 & 2019
B) Representations filed before the Governor against Ombudsman’s
4-5
Order and disposal during 2018 & 2019
C) Major issues raised in complaints before the
Ombudsman Punjab
5
D) Initiatives for system improvement

5-6

III. STATISTICS: OMBUDSPERSON PUNJAB

A) Status of receipt and disposal of Harassment complaints by the 7
Ombudsperson Punjab during 2018 & 2019
B) Representations filed before the Governor against Ombudsperson’s
8
order and decided/disposed of during 2018 & 2019
C) Programmes for strengthening the system and raising awareness
against harassment 9

IV. REVIEW AND IMPLEMENTATION CASES 10

ANNEXURES
o Annexure-I
11-12
o Annexure-II
13-14
o Annexure-III
15-16
o Annexure-IV 17
 I. INTRODUCTION: AN OVERVIEW
Currently, Provincial Ombudsman and Ombudsperson Punjab are working in the
Punjab Province under the enactments of the Provincial Assembly. An overview of the both
institutions is given as under:

A) Office of the Provincial Ombudsman, Punjab: The Office of the Provincial

Ombudsman, Punjab was created under The Punjab Office of the Ombudsman Act, 1997.
Any person who is aggrieved by maladministration on part of any agency or any of its
officer or employee, can approach the office of the Ombudsman Punjab, who may make
investigation into such allegations of maladministration in accordance with the provisions
under Section 9(1) of the Act read with admissibility / jurisdictional conditions mentioned
in clause (a), (b) and (c) of Sub Section (1) and Sub Section (2) of Section 9 of the Act ibid.

Purpose: The purpose of the Punjab Office of the Ombudsman is:

 Protection of the rights of the people;
 Ensuring adherence to the rule of law;
 Diagnosing, redressing and rectifying any injustice done to a person
through maladministration; and
 Suppressing corrupt practices.

Appellate / Representation Authority: The Governor Punjab acts as an

Appellate/Representation Authority, in terms of Section 32 of The Punjab Office of the
Ombudsman Act, 1997 which is reproduced as under:

“ 32. Representation to Governor:- Any person aggrieved by a decision

or order of the Ombudsman may within thirty days of the decision or order,
make a representation to the Governor, who may pass such order thereupon
as he may deem fit”.

Governing Laws/ Rules

The following are the relevant laws and rules, which govern the working of Office of
the Provincial Ombudsman, Punjab:

1) The Punjab Office of the Ombudsman Act, 1997 (as amended 2003).
2) The Ombudsman for the Province of Punjab (Registration, Investigation and
Disposal of Complaints) Regulations, 2005.
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B) Office of the Ombudsperson Punjab : The Office of the Punjab Ombudsperson
was created under The Protection against Harassment of Women at the Workplace Act,
2010.

Purpose: The main objective of the office of the Ombudsperson is to take such steps and
measures which will ensure the provision of a safe, secure, pleasant and collegial work
environment to women at the workplace. Under Section 8 of the Act ibid, any employee shall
have the option to prefer a complaint either to the Ombudsperson or the Inquiry Committee
of the Department regarding sexual harassment at the workplace.

Appellate / Representation Authority: The Governor Punjab acts as an

Appellate/ Representation Authority in terms of Section 9 of The Protection against
Harassment of Women at the Workplace Act, 2010, which is reproduced as under:
“ 9. Representation to Governor:- Any person aggrieved by a decision of the
Ombudsperson under Sub Section (5) of Section 8 may within 30 days of the
communication of the decision, make a representation to the Governor, whose
decision shall be final”.

Governing Laws/ Rules

The following are the relevant laws and rules, which govern the working of Office of
the Ombudsperson Punjab:

1) The Protection against Harassment of Women at the Workplace Act, 2010 (as
amended 2012).
2) The Protection against Harassment of Women at the Workplace Rules, 2013.
3) Standardized Code of Conduct for Protection against Harassment of Women at the
Workplace.

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 C) STATISTICS: PROVINCIAL OMBUDSMAN,
PUNJAB
A) STATUS OF RECEIPT AND DISPOSAL OF COMPLAINTS BY PROVINCIAL
OMBUDSMAN, PUNJAB DURING 2018 & 2019

Year Brought Complaints Total Complaints Carried

forward from received during complaints decided/disposed forward
previous year the year of
2018 1,748 15,440 17,188 16,045 1,143
2019 1,143 18,750 19,893 18,847 1,046

 During 2018, the Office of the Ombudsman, Punjab received 15,440 complaints and there
were 1,748 complaints brought forward from the previous year, out of which 16,045
complaints were decided /disposed of by the Ombudsman.

 During 2019, 18,750 complaints were received and there were 1,143 pending complaints
of the previous year. Out of which, 18,847 complaints have been decided /disposed of by
the Ombudsman.

 The top ten Regional Offices which received the highest number of complaints during
2018 are Lahore (2057), Rawalpindi (1,009), Multan (978), Jhang (904), Faisalabad
(798), Rahim Yar Khan (672), Sargodha (549), OKara (536), Bahawalnagar (531) and
Gujrat (518),
 Whereas during 2019, the highest number of complaints received by the regional offices
are Lahore (2,425), Rawalpindi (1,427), Multan (1,226), Faisalabad (944), Jhang (892),
Sargodha (647), Mianwali (609), Gujranwala (597), Khanewal (596) and Rahim Yar Khan
(558).
Note: The complete list of Regional Offices with number of complaints during the year
2018 & 2019 is at Annexure-I

 Similarly, the top ten Departments/ Agencies against whom, the highest number of
complaints were received during 2018 are; LG &CD/ District Administration (2,785),
Punjab Police (2,459), Higher Education Department/ Universities (1,593), School
Education Department (1,243), BOR/Revenue Administration (1,224), Health
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 Department (1,092), AG Punjab/ DAOs (788), Irrigation Department ( 509), Benevolent
Fund Board (353) and Excise, Taxation & Narcotics Department (350).

 Whereas during 2019, among the department with the highest number of complaints are
Punjab Police (2,872), BOR/ Revenue Administration/ Arazi Record Centers (2,690), LG&
CD/ District Administration (2,451), School Education Department (1,480), Higher
Education Department/ Universities (1,370), Health Department (1,239), AG
Punjab/DAOs (800), Irrigation Department (637), WASA (568) and Benevolent Fund
Board (427).

Note: The complete list of Departments/ Agencies, against whom the highest number of
complaints were received during 2018 and 2019 is at Annexure-II.

B) REPRESENTATIONS FILED BEFORE THE GOVERNOR AGAINST

OMBUDSMAN’S ORDER AND DECIDED/DISPOSED OF DURING 2018 &
2019

Year Brought forward Representations received Representations

from previous year during the year decided/disposed of
2018 226 468 444
2019 252 471 508

 Governor/Representation Authority has decided 444 and 508 Representations during

2018 & 2019 respectively.
 It is pertinent to note that during 2018, Ombudsman Punjab decided/disposed of
16,045 complaints, out of which 468 decisions were challenged before the Governor,
which is 2.91 %. Similarly, Provincial Ombudsman decided/disposed of 18,847
complaints during 2019 and 471 were challenged before the Representation
Authority/Governor, which is 2.49 % of the complaints disposed of by the Ombudsman.

 The top ten Departments/ Agencies against whom, the highest number of
Representations filed against Ombudsman’s Order and decided by the Governor
during 2018 are, School Education Department (79), Higher Education Department
/Universities (51), BOR/Revenue Administration/Arazi Record Centers (47), Health
Department (41), Punjab Police (37), LG & CD/District Administration (28),
Benevolent Fund Board/S&GAD (22), Finance Department (22), HUD&PHE
Department (15) and Irrigation Department (13).
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  During 2019, the maximum representations were filed against BOR/Revenue
Administration/Arazi Record Centers (76), School Education Department (62), Punjab
Police (52), LG&CD/District Administration (46), Higher Education Department/
Universities (45), Health Department (39), Benevolent Fund Board/ S&GAD (26),
WASA (23), Irrigation Department (22) and Punjab Government Servants Housing
Foundation (15).
Note: A complete list of Departments / Agencies against whom Representations filed
against Ombudsman’s Order and decided by Governor during the year 2018 & 2019 is
at Annexure-III.

C) MAJOR ISSUES RAISED IN COMPLAINTS BEFORE THE

PROVINCIAL OMBUDSMAN

i. Inordinate delay in the disposal of Partition cases;

ii. Issue of Stamp Duty on transfer of agricultural land/other property through Surrender
Deed/Settlement Deed;
iii. Illegal possession of land under acquisition and delay in payment of compensation;
iv. Arbitrary imposition of surcharge by Development Authorities;
v. Employment of children of the deceased employee under Rule 17-A of the Punjab Civil
Servants (Appointment & Conditions of Service) Rules, 1974;
vi. Delay in issuance of degrees and certificates by the education Boards and Universities;
vii. Complex procedure for the creation of OSD Post in case death of an employee during
service; and
viii. Complaints regarding restoration of “Monthly Grants & Scholarships” etc. out of
Punjab Benevolent Fund Board.

D) INITIATIVES FOR SYSTEM IMPROVEMENT

The use of latest technological tools plays an important role in changing the
environment, human resource, organizations and society. Keeping in view the positive impact
of technology in enhancing the efficiency, during the last two years, the Office of the
Ombudsman Punjab has started the digitization of data for system improvement and IT-
based hassle free complaint rederessal mechanism, ensuring better service delivery with

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transparent and accessible procedures. The following are the major initiatives taken during
2018-2019, to achieve the goal of prompt disposal of general public complaints about the
governmental agencies etc:

 Digitization and archive management of the entire record. So far, about 2,04,056
decisions up to the year 2016 have been scanned and scanning of remaining record is
under process, which will be completed shortly;

 Implementation of Ombudsman Punjab Management Information System

(OPMIS) in Head Office Lahore and 36 Regional Offices in the Punjab. This system
is so designed which not only reduces the chances of human error and
miscommunication but also assists the key stakeholders in accomplishing their
assigned task and goals. These are;:

a) Complaint Management Information System (CMIS). It covers all modules such as

Complaint Management Information System, Implementation, Representation and
Litigation;
b) Human Resource Management Information System (HRMIS) containing profiles
of all employees; and
c) Launching of Office of the Ombudsman Punjab Management Information
System Website: HTTP:// WWW.OPMISPUNJAB.GOV.PK .
 Integration of SMS facility in the new CMIS. Through SMS, the complainant is updated
about the on-going proceedings of his complaint;
 E-Filling Office Automation System (EFOAS) in Head Office and all 36 Regional Offices
of Ombudsman Punjab;
 Mobile Application of Ombudsman Punjab Management Information System
(OPMIS) has been launched, where general public can register their complaints, track
status and access other general information. This application also enables the
Ombudsman, the Advisor and Consultants to monitor and review activities of the staff
through systematic dashboard; and
 Public awareness campaign through public messages and media.

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 D)STATISTICS: OMBUDSPERSON PUNJAB

A) STATUS OF RECEIPT AND DISPOSAL OF HARASSMENT COMPLAINTS

BY THE OMBUDSPERSON PUNJAB DURING 2018 & 2019

Brought Complaints Total Complaints Carried

Year forward from received complaints decided / forward
previous year during the year disposed of
2018 25 49 74 52 22
2019 22 72 94 66 28

 During 2018, the Ombudsperson Punjab received 49 complaints of harassment and there
were 25 complaints brought forward from the previous year, out of which 52 complaints
were decided /disposed of by the Ombudsperson.
 During 2019, 72 harassment complaints were received and there were 22 pending
complaints of the previous year. Out of which, 66 complaints of harassment have been
decided /disposed of by the Ombudsperson.
 The top ten Departments/ Agencies with the highest number of harassment complaints
received by the Ombudsperson Punjab are; (i) Health Department (134), (ii) School
Education Department (97), (iii) Higher Education Department (19), (iv) Population
Welfare Department (17), (v) Special Education Department (10), (vi) Rescue 1122 (07),
(vii) Banks (05), (viii) Prison Department (04), (ix) TEVTA (04,) and (x) Agriculture
Department (03).
Note: The complete list of Departments/Agencies with number of harassment

complaints is at Annexure-IV.

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B) REPRESENTATIONS FILED BEFORE THE GOVERNOR AGAINST
OMBUDSPERSON’S ORDER AND DECIDED/DISPOSED OF DURING 2018
& 2019

Year Brought forward Representations Representations

from previous received during decided/disposed of
year the year
2018 02 10 06
2019 06 23 21

 The Governor/Representation Authority has decided 6 and 21 representations

received against the Orders of the Ombudsperson Punjab during 2018 & 2019
respectively.
 The highest number of representations against the decision/order of the
Ombudsperson Punjab in harassment cases were filed before the Governor, relates to
the departments such as School Education Department (07), Health Department (05),
Higher Education Department (03), Special Education Department (03) and
Population Welfare Department (02). The other departments are TEVTA, WAPDA,
Rescue 1122, Social Welfare Department, Agriculture and Livestock & Dairy
Development Department.

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C) PROGRAMMES FOR STRENGTHNING THE SYSTEM AND
CREATING AWARENESS AGAINST HARRASSMENT

The following programmes are being initiated by the Ombudsperson Punjab for
strengthening the system and creating awareness against harassment for ensuring safe,
secure and conducive working environment for women at workplace:

 Harassment Awareness Volunteer Programme (HAVP). The awareness

campaign was implemented across all 36 districts of the Punjab by arranging Awareness
Seminars with the objective to reach out to the work force at workplace, Universities,
Banks, Hospitals, Factories, Offices etc. by engaging and training young male / female
volunteers in all the districts. These activities were further strengthened and augmented
by a synchronized and comprehensive print and electronic media campaign for
widespread awareness of the masses especially working women in public and private
sectors in order to achieve desired results of the HAVP campaign.
In order to augment the activities of harassment awareness, a three year
project has been launched at the cost of Rs. 100 million. Under this programme, a
comprehensive media campaign along with district wise activities would be started for
mass awareness.

 Mobile Application. The office of the Ombudsperson Punjab plans to launch a mobile
application to encourage more reporting, and to hasten the identification of offenders.
One of the most meaningful aspects of this application is that it will provide information
in a manner that empowers the user to make his or her own decision.
 Hotline. Opening a toll-free hotline for survivors of harassment to report their
complaints is also underway. This project will be taken up in collaboration with
Government departments which will sensitize call operators regarding the issue of
harassment and how to assist a survivor to lodge her / his complaint.

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IV. REVIEW AND IMPLEMENTATION CASES
 The Representationists also approached the Appellate Forum/ Governor Punjab for
review of orders as well as implementation of Ombudsman/Governor’s Orders.

 There is no provision in the law to review the order already passed by the Governor
under Section 32 of The Punjab Office of the Ombudsman Act, 1997. However, within
the meaning of Section 11(2) of The Punjab Office of the Ombudsman Act, 1997,
implementation of the order of Ombudsman / Governor, falls in the domain of the office
of Ombudsman. The detail of review and implementation of orders received in
Governor’s Secretariat during 2018 and 2019 are given in the table below:

2018 2019
Review Implementation Review Implementation
Cases Cases Cases Cases
07 15 13 40

 During 2018, there were 07 cases for review and 15 cases for implementation of
orders were received. Whereas during 2019, 13 review cases and 40 cases for the
implementation of orders were received in the Governor’s Secretariat. These cases
were processed and disposed of in accordance with the provisions of the relevant
laws.

-----------

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 ANNEXURE-I

A LIST OF REGIONAL OFFICES WITH NUMBER OF COMPLAINTS RECEIVED

DURING 2018 & 2019

2018 2019
No. of No. of
Regional Office Regional Office
Complaints Complaints
Lahore 2,057 Lahore 2,425
Rawalpindi 1,009 Rawalpindi 1,427
Multan 978 Multan 1,266
Jhang 904 Faisalabad 944
Faisalabad 798 Jhang 892
Rahim Yar Khan 672 Sargodha 647
Sargodha 549 Mianwali 609
Okara 536 Gujranwala 597
Bahawalnagar 531 Khanewal 596
Gujrat 518 Rahim Yar Khan 558
Gujranwala 501 Gujrat 536
Mianwali 491 Bahawalnagar 524
Muzaffargarh 464 Vehari 515
Toba Tek Singh 448 Okara 465
Sahiwal 432 Chakwal 460
Khanewal 390 Bhakkar 458
Bhakkar 388 Toba Tek Singh 455
Rajanpur 382 Bahawalpur 434
Attock 378 Rajanpur 432
Sheikhupura 353 Sialkot 411
Chakwal 353 Dera Ghazi Khan 411
Sialkot 336 Attock 403
Bahawalpur 332 Sheikhupura 401
Jhelum 313 Muzaffargarh 396
Khushab 309 Khushab 393
Kasur 306 Narowal 378
Vehari 306 Jhelum 377
Pakpattan 301 Nankana Sahib 346
MB Din 293 Lodhran 346
Narowal 281 Sahiwal 348
Dera Ghazi Khan 274 Kasur 314
Nankana Sahib 221 MB Din 296
Lodhran 211 Pakpattan 243
Chiniot 210 Chiniot 204
Hafizabad 203 Layyah 202
Layyah 160 Hafizabad 184

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 ----------------

ANNEXURE-II

A LIST OF DEPARTMENTS/AGENCIES WITH NUMBER OF COMPLAINTS

RECEIVED DURING 2018 AND 2019

2018 2019
Department / No. of Department / No. of
Agency Complaints Agency Complaints
LG& CD/District Punjab Police
2,785 2,872
Administration
Punjab Police BOR/ Revenue
2,459 Administration/Arazi 2,690
Record Centers
Higher Education LG& CD/District
Deptt. / 1,593 Administration 2,451
Universities
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School Education School Education
1,243 1,480
Deptt.
BOR/Revenue Higher Education
1,224 1,370
Administration Deptt./Universities
Health Health Department
1,092 1,239
Department
AG Punjab/DAO 788 AG Punjab/DAO 800
Irrigation Irrigation
509 637
Department Department
Benevolent Fund WASA
353 568
Board
Excise, Taxation & Benevolent Fund
Narcotics Control 350 Board 427
Deptt.
BISE 329 BISE 424
WASA Excise & Taxation
292 402
Narcotics Control
C&W 280 C&W 329
Arazi Record Agriculture
254 306
Center / LRMIS
Agriculture Development
205 197
Authorities
Development Home / Prison etc
185 149
Authorities
Social Welfare & ACE
158 130
Bait-ul-Mall
Forestry, Wildlife HUD&PHE
150 128
& Fisheries
HUD&PHE 143 S&GAD 121
Home / Prison etc 118 Zakat & Ushr 119
TEVTA Forestry, Wildlife &
107 104
Fisheries
ACE 88 L&DD 103
L&DD 84 TEVTA 102
Transport Social Welfare &
83 94
Bait-ul-Mall
Food 83 Transport 92
S&GAD Punjab Worker
78 92
Welfare Board
Environment Environment
70 84
Protection Protection
Punjab Worker Labour & HR
67 82
Welfare Board
Finance 63 Food 81
Labour & HR 62 Finance 78
PGSHR Auqaf & Religious
55 71
Affairs
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Cooperatives 51 PGSHR 66
Zakat & Ushr 44 Cooperatives 54
Auqaf & Religious Energy
44 48
Affairs
Population PPSC
41 41
Welfare
Mines & Minerals 32 PHATA 39
Law & PA 32 Population Welfare 30
PESSI Industries Commerce
29 30
& Investment
Industries Youth Affairs, Sports,
28 Archeology & 26
Tourism
PHATA Information &
28 26
Culture
PPSC 27 PHA 24
Information & PITB
17 23
Culture
PITB Others / Federal /
15 1664
Private etc
Special Education 14 ---- ----
P&D 13 ----- -----
Others / Federal / -----
1423 -----
Private etc

----------------

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 ANNEXURE-III
A LIST OF DEPARTMENTS/AGENCIES WITH NUMBER OF
REPRESENTATIONS FILED AND DECIDED BY GOVERNOR
DURING 2018-2019
2018 2019
No. of No. of
Deptt. / Agency Deptt. / Agency
Representations Representations
School Education BOR/ Revenue
Deptt. 79 Administration/Ar 76
azi Record Centers
Higher Education School Education
Deptt./Universitie 51 Deptt. 62
s
BOR/ Revenue Punjab Police
Administration/Ar 47 52
azi Record Centers
Health LG & CD/District
41 46
Department Administration
Punjab Police Higher Education
37 45
Deptt./Universities
LG & CD/District Health Department
28 39
Administration
Benevolent Fund Benevolent Fund
22 26
Board / S&GAD Board / S&GAD
Finance 20 WASA 23
HUD&PHE Irrigation
15 22
Department
Irrigation PGSHR
13 15
Department
C&W Excise & Taxation
12 14
Narcotics Control
WASA 7 TEVTA 9
PGSHR 7 A.G. Punjab/DAO 9
Population & C&W
7 5
Welfare
Agriculture 7 HUD&PHE 5
Industries Forestry, Wildlife &
Commerce & 6 Fisheries 4
Investment
Excise & Taxation Food
5 4
Narcotics Control
Labour & HR 5 Finance 4
Environment Cooperatives
4 4
Protection
Mines & Minerals 4 PPSC 3
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 Forestry, Wildlife Agriculture
3 3
& Fisheries
Social Welfare & Transport
3 3
Bait-ul-Mall
Anti Corruption Punjab Worker
2 3
Welfare Board
A.G. Punjab/DAO 1 Home / Prison etc 2
Food Social Welfare &
1 2
Bait-ul-Mall
Cooperatives Environment
1 2
Protection
PPSC 1 Labour & HR 2
L&DD 1 PHATA 2
Auqaf & Religious Population &
1 2
Affairs Welfare
Punjab Worker Industries
Welfare Board 1 Commerce & 2
Investment
Zakat & Ushr 1 PHA 2
TEVTA 0 Anti Corruption 2
Transport 0 L&DD 1
Home / Prison etc Information &
0 1
Culture
PHATA 0 Mines & Minerals 0
PHA 0 Zakat & Ushr 0
Information & Auqaf & Religious
0 0
Culture Affairs
Energy 0 Energy 0
Youth Affairs, Youth Affairs,
Sports, Archeology 0 Sports, Archeology 0
& Tourism & Tourism
PITB 0 PITB 0
Law & PA 0 Law & PA 0
Others / Federal / Others / Federal /
11 12
Private etc Private etc

-------------

ANNEXTURE-IV
A LIST OF DEPARTMENTS/AGENCIES WITH NUMBER OF COMPLAINTS
RECEIVED TO OMBUDSPERSON REGARDING SEXUAL HARASSMENT
AT WORKPLACE

Department / Agency No. of Complaints

Health Department 134

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School Education Department 97
Higher Education Deptt. / Universities 19
Population Welfare Department 17
Special Education Department 10
Rescue 1122 7
Banks 5
TEVTA 4
Prison Department 4
Agriculture Department 3
GNN Lahore 3
Punjab Land Record Authority 3
P & D Department 1
S & GAD 1
Food Department 1
Secretary CMIT 1
Reclamation and Probation Department 1
Industrial Home, Social Welfare Deptt. 1
Civil Courts 1
Law and Parliamentary Affairs Deptt. 1
State Life Insurance Corporation 1

------------------------

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