Annual Report 2006

Acronyms ADB Asian Development Bank AIOU Allama Iqbal Open University AJP Access to Justice Programme AOA Asian Ombudsman Association AOMA Association of Ombudsman and Mediators of Africa CDC Card Distribution Centre CMLA Chief Martial Law Administrator CNIC Computerized National Identity Card CP Fund Central Provident Fund DHQ District Headquarters FDE Federal Directorate of Education G.P Fund General Provident Fund HBFC House Building Finance Corporation HVC Headquarters Vigilance Committee ICB Islamabad College for Boys ICG Islamabad College for Girls ICT Information Communication Technology IESCO Islamabad Electric Supply Company IOI International Ombudsman Institute KESC Karachi Electric Supply Company KW Kilowatt LESCO Lahore Electric Supply Company MIS Management Information System NADRA National Database Registration Authority NCHD National Commission for Human Development NEPRA National Electric Power Regulatory Authority NGOs Non-Governmental Organizations NIC National Identity Card NOC No Objection Certificate NWD Nation-Wide Dialling NWFP North West Frontier Province OGRA Oil and Gas Regulatory Authority Pak. PWD Pakistan Public Works Department PESCO Peshawar Electric Supply Company PLI Postal Life Insurance PO President’s Order POL Petroleum, Oil and Lubricant PTCL Pakistan Telecommunication Company Limited SCMR Supreme Court Monthly Review SLIC State Life Insurance Corporation SNGPL Sui Northern Gas Pipeline Limited SOP Standard Operating Procedure SSGCL Sui Southern Gas Company Limited UAN Universal Access Number WAN Wide Area Network WAPDA Water and Power Development Authority WLL Wireless Local Line ZTBL Zarai Taraqiati Bank Limited TABLE OF CONTENTS TransmittalTU LetterUT ..............................................................................................................................................................1 ForewordTU UT............................................................................................................................................................................3 ExecutiveTU SummaryUT ...........................................................................................................................................................5 ChapterTU 1 UT PerformanceTU ReviewUT ................................................................................................................................11 ChapterTU 2 UT ComplaintsTU against Major Agencies.........................................................................................................25UT ChapterTU 3 UT ComplaintsTU against Other AgenciesUT .........................................................................................................33 ChapterTU 4 UT SelectTU Findings of the OmbudsmanUT .........................................................................................................41 ChapterTU 5 UT ImplementationTU of FindingsUT .....................................................................................................................55 ChapterTU 6 UT ImportantTU Decisions of the PresidentUT .......................................................................................................59 ChapterTU 7 UT ElectricityTU and Gas Distribution Companies: The Issue of JurisdictionUT ...................................................81 ChapterTU 8 UT HowTU We Helped the PublicUT ......................................................................................................................85 ChapterTU 9 UT OurTU International PartnersUT ........................................................................................................................99 ChapterTU 10 UT FutureTU PlansUT ...........................................................................................................................................109 AppendicesT T .............................................................................................................................................................119 AppendixTU I UT OurTU TeamUT ...............................................................................................................................................121 AppendixTU II UT ContactTU DetailsUT .......................................................................................................................................123 AppendixTU III UT ElectricityT and Gas Distribution Companies: AdviceTU of the Ministry of Law, Justice and Human RightsUT ........................................................................................................................................125 th AppendixTU IV UT MinutesTU of the 8UP UP Annual Meeting of the Board of Directors of AOAUT ..................................................129 AppendixTU V Making a Complaint in Easy StepsUT ........................................................................................................137 IndexT of Tables Table 1 Workload and Disposal (2002–2006)........................................................................................................13 Table 2 Total Disposal, Relief and Rejections .......................................................................................................16 Table 3 Complaints Received, Admitted and Rejected in limine ...........................................................................16 Table 4 Region-wise Disposal in terms of Workload (2002–2006) .......................................................................18 Table 5 Average Workload and Disposal per Investigation Officer (2002–2006) .................................................19 Table 6 Decisions Received from the President (2002–2006) ...............................................................................22 Table 7 Volume of Admitted Complaints against Major Agencies........................................................................27 Table 8 Causes of Complaints against WAPDA....................................................................................................29 Table 9 Causes of Complaints against PTCL.........................................................................................................29 Table 10 Causes of Complaints against SNGPL-SSGCL ........................................................................................30 Table 11 Causes of Complaints against AIOU.........................................................................................................30 Table 12 Causes of Complaints against SLIC..........................................................................................................31 Table 13 Causes of Complaints against the Estate Office........................................................................................31 Table 14 Complaints Received in Respect of the Provincial Government of NWFP...............................................35 Table 15 Major Causes of Complaints against Ministry of Defence........................................................................36 Table 16 Major Causes of Complaints Received on Selected Aspects of Service Related Matters .........................37 Index of Figures Figure 1 Trends in Workload and Disposal (2002–2006)........................................................................................15 Figure 2 Complaints Received, Admitted and Rejected in limine ...........................................................................17 Figure 3 Time Profile of Disposal of Complaints (1997–2006) ..............................................................................20 Figure 4 Number of Closure Findings (1997–2006)................................................................................................21 Figure 5 Decisions Received from the President (2002–2006) ...............................................................................23 Index of Text ..........................................................................................................................................................139 th Islamabad, 30P P March, 2007 Dear Mr. President, As required by Article 28 (1) of the Establishment of the Wafaqi Mohtasib (Ombudsman) Order, th 1983 (P.O. No. 1 of 1983), I have great pleasure in forwarding the Wafaqi Mohtasib’s 24P P Annual Report for the calendar year 2006. The outgoing year was rather unusual as the office of the Wafaqi Mohtasib remained vacant from end-February to end-October, 2006. As a result, the performance, particularly in terms of disposal of complaints, fell considerably short of expectations. The total work load of pending complaints during the year was 7,345 complaints out of which only 1,734 complaints (23%) could be disposed of. Another significant feature was the exceptionally low number of complaints received and admitted. The declining trend started in 2005, when complaints against electricity and gas companies were diverted to the National Electric Power Regulatory Authority (NEPRA) and Oil and Gas Regulatory Authority (OGRA) respectively. The issue of jurisdiction has since been resolved after advice received from the Ministry of Law, Justice and Human Rights which clearly states that handling of complaints against maladministration in any Federal Agency, including the electricity and gas distribution companies, was the domain of the Wafaqi Mohtasib. Consequently, this office has again started entertaining such complaints. It is worth mentioning that relief was provided in 87% of the cases disposed of during

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