By Syed M. Ilyas
Today, Ombudsmanship is an essential feature of every modern democratic society.The Institution of Wafaqi Mohtasib (Ombudsman) exists in over 140 countries of the world including Pakistan as the principal watchdog of public administration.
It protects the citizenry by acting as a strong bulwark against administrative excesses as well as acts of maladministration by the public service agencies. It also has a vital role in the promotion and protection of human rights and civil liberties.
Pakistan witnessed establishment of this vital institution in 1983 through a Presidential order, which was later amended and broadened by an Act of the Parliament in 2013, which not only enhanced its powers but also imparted it with financial and administrative autonomy.
Making a modest beginning nearly four decades ago, the Office of Wafaqi Mohtasib (Federal Ombudsman) in Pakistan now stands out as a premier agency for administrative accountability with an accumulated experience and knowledge of over 43 years.
Its mandate flows from Article 37(d) of the Principles of Policy enshrined in Chapter 2 of the Constitution of the Islamic Republic of Pakistan, which entrusts the State with the responsibility to ensure provision of inexpensive and expeditious justice to the public.
The establishment of this office, therefore, marks an important milestone in the fulfilment of constitutional obligations of the government to the people of Pakistan. The Institution has completed 43 years of dedicated service to the people. The legacy of excellence is carved in utmost devotion to duty, unwavering commitment to the core values of Ombudsmanship and sustained hard work.
With 23 Regional Offices and 04 Complaint Collection Centres, it covers almost the entire length and breadth of the country. It functions as a truly poor man’s court since it requires neither any fee nor the services of any lawyer as the dispensation of justice is absolutely free.
Increased geographical prevalence was complemented by absorption of latest technology including the Online, WhatsApp, mobile phone etc. for lodging the complaint from anywhere throughout the country.
The procedure for lodging of complaints is simple and easy, multiple means are available for this purpose. Currently, more than 50% complaints are being lodged online. Unlike the conventional court system, here the complaints are disposed of within the statutory time limit of 60 days.
The record speaks for itself. On the average, it has been yearly redressing more than 200,000 complaints for the last several years. It was 194,106 during 2023, which rose to 226,372 in 2024 and swelled to 256,688 in 2025.
This year, the number has already exceeded 185,758 by the end of August, 2026 and expected to cross 280,000 mark by the year’s end. Similarly, the Institution has also been able to achieve an impressive implementation rate of 96.8% of its decisions during 2025 as compared to 93.21% in 2024 and 85.70% in 2023.
The satisfactory disposal of increasing number of complaints is undoubtedly the result of hard work, dedication and commitment of its employees and a series of initiatives including the Informal Resolution of Disputes (IRD), Outreach Complaint Resolution (OCR) and appointment of the Grievance Commissioner for Overseas Pakistanis (GCOP) besides the Inspection Visits to various public service agencies.
It manifests the growing public trust and confidence in the viability and efficacy of this institution, rooted in transparency, inclusivity and impartiality. It continues to strive for a responsive administration and accountable institutions in the country.
Over the years, the ombudsmanship has taken firm roots in Pakistan.
It has perfected its complaint handling mechanism comprising registration, investigation, appraisal, review and implementation of its decisions/findings.
It is now fully capable of (i) resolving complaints of mal-administration in large number; (ii) reaching out to the complainants for redressal of grievances at their doorsteps; (iii) informal resolution of disputes; (iv) inspection of various federal government agencies to improve service delivery; and (v) undertaking studies/reports to ascertain the root causes of corrupt practices and recommending appropriate steps for their eradication.
By virtue of persistent efforts, the Institution has fostered and evolved a culture of transparency, accountability and inclusivity within the government institutions alongwith promoting the core values associated with good governance and the rule of law.
While addressing complaints of individual nature, this Office has not lost sight of the need to suggest long term reforms for addressing systemic issues and conducted a large number of research studies since the office is also mandated to conduct research. In pursuance of this mandate, it has so far conducted nearly 84 studies on various important subjects like the pension reforms, prison reforms and plight of the street children etc. in addition to the menace of stray dogs in the federal capital area.
Article 17 of the President’s Order No.1 of 1983 empowers the Mohtasib to constitute inspection teams for reviewing the performance of service providing agencies in the public sector like the Passport Office, NADRA, Utility Companies, Power Distribution Companies particularly those generating a large number of complaints.
Last year this office conducted 43 Inspection Visits to various public organizations which have resulted in a marked degree of improvement in their day to day working and led to resolution of persistent complaints to a great extent. The Institution, in short, strives to safeguard citizens against maladministration, injustice and denial of their lawful rights.
Another redeeming feature of this Office relates to alignment of its operations with the internationally recognized standards and the UN General Assembly Resolution No.79/177, in addition to the Paris Principles and the Venice Principles, which recognize the importance of Ombuds Institutions in strengthening democracy, rule of law and good governance.
These principles not only set out an elaborate criteria and benchmarks but also highlight the responsibilities of the state to provide an enabling environment for effective functioning of the Ombuds Institutions. The alignment of this Office with the international principles and benchmarks, therefore, lends greater credibility to such institutions. It is a matter of genuine pride and satisfaction for all of us.
Raising public awareness about the rights and obligations of people as well as availability of a forum for free and prompt redressal in case of any abuse of authority, is recognized as an essential feature of effective ombudsmanship.
Accordingly, this Office pursued a well-structured and calibrated campaign through print and electronic media that has reinforced its outreach to general masses.
Encouraged by the accomplishments of the last four decades, the Wafaqi Mohtasib’s Institution in Pakistan is fast emerging as a strong bulwark against maladministration, bureaucratic inertia and inefficiency.
Its most cherished goal and objective remains promotion of good governance, inclusivity, impartiality and the rule of law.
Domestically, it has emerged as a model national institution, enjoying the trust and confidence of the general public for free, fast and reliable services.
Whereas, internationally it has contributed towards projecting the country’s soft image and enhanced its stature in the comity of nations.
