BUDSMAN PUNJ OM AB ANNUAL REPORT 2010 OMBUDSMAN 2-BANK ROAD, LAHORE PAKISTAN û û û # ½å áô ^ø uû ô ]æø Ùô û ÃøÖ^eôöÚö^mø äø×Ö] á$ ]ô (Para 14, Surah Nahal, Ayat 90) ìꬻð>gzZs»ZG\¬vZ PROFILE OF MR. KHALID MAHMOOD (OMBUDSMAN PUNJAB) Mr. Khalid Mahmood was sworn in as the 5th Ombudsman for the Province of Punjab on 8th December, 2008. Educated at Government College Lahore, he holds a Master’s degrees in History and in Political Science. He got a law degree from the Punjab University, Lahore, and later did his L.L.M. from Harvard Law School, U.S.A. After qualifying the CSS exam in 1967, Mr. Khalid Mahmood was placed in the Tax Group and retired as a Secretary to the Government of Pakistan in 2005. He held a number of important positions in the Federal Board of Revenue (FBR) and other Federal Government agencies including that of Secretary (FBR), Commissioner of Income/Wealth Tax, Member Income Tax Appellate Tribunal, Member Finance, Water and Power Development Authority (WAPDA), Director, Kot Adu Power Company (KAPCO), Director Finance, Oil and Gas Development Company Limited (OGDCL), Director General, Civil Services Academy, Lahore, and Principal, Pakistan Administrative Staff College, Lahore. His last appointment while in Government service was as Chairman, Technical Education and Vocational Training Authority (TEVTA) Punjab. On the basis of his extensive and varied experience, he has a deep understanding of the problems faced by citizens coming in contact with Government agencies. His keen interest in sports particularly cricket, provided Mr. Khalid Mahmood opportunities to serve Pakistan Cricket Board (PCB) in various capacities: Honorary Secretary (1975-1976), Member PCB Council (1988-94), Manager of Pakistan Cricket Team touring England, South Africa and the West Indies (1992-1993) and as Chairman PCB (1998-1999). Mr. Khalid Mahmood is also a writer and a columnist. His report on “Corporatization and Restructuring of WAPDA” depicts the valuable experience gained by him while serving in WAPDA. Similarly, after visiting England as Manager of Pakistan Cricket Team, his publication “Eye of the Storm” was well received by the general public particularly cricket lovers in Pakistan. He contributed a series of columns for daily Nawa-i-Waqt, Lahore, in 1997. Mr. Khalid Mahmood, Ombudsman Punjab, presenting Annual Report 2010 to Sardar Muhammad Latif Khan khosa, Governor Punjab at Governor House Lahore. D.O.NO.POP/1-786/2010 OFFICE OF THE OMBUDSMAN, PUNJAB 2-BANK ROAD, LAHORE Dated Lahore the March, 2011 My Dear Governor, It gives me pleasure to present to you the Annual Report for the year 2010 on the performance of the Ombudsman’s office as per requirement of Section 28 of the Punjab Office of the Ombudsman Act 1997. This is the 14th Annual Report since the establishment of this office and the third which I have the privilege to present. 2. During 2010, efforts were made not only to accelerate the disposal of complaints but also to ensure effective monitoring of implementation of the Ombudsman’s directions. These efforts were successful as seen from the number of complaints disposed of during the year. The data shows that 2,636 complaints were brought forward from the preceding year while 10,252 fresh complaints were filed in 2010. The Ombudsman’s office was able to dispose of 10,905 complaints, leaving a balance of 1,983 to be carried forward to next year. Since the establishment of this office in 1996, the number of pending cases taken forward to next year is the lowest. 3. While prompt disposal of complaints is crucial, implementation of Ombudsman’s directions in letter and spirit is equally important to ensure that the basic objective of the institution to provide relief to the aggrieved is adequately met. It is felt that impact of the institution as a forum to redress public grievances would not be visible unless due relief was provided to the complainants effectively and promptly. This is ensured through constant follow-up of cases which are consigned to record only when the Ombudsman’s directions have been carried out by the agencies. 4. Based on analysis of complaints against government departments, a number of specific as well as general recommendations are made every year with a view to bringing about systemic changes in their working. The response to these recommendations may not be very enthusiastic, but by and large positive and citizen-friendly changes in policies/procedures do get incorporated. 5. It may also be mentioned here that the Children Complaint Office established with the help of UNICEF in May 2009, has been further consolidated during the year under report. This dedicated forum for redressing the complaints of children has been quite active in creating awareness about children’s issues and advocating the cause of children’s rights through a variety of communication channels as per details given in the report. Yours sincerely, (Khalid Mahmood) Sardar Muhammad Latif Khan Khosa, Governor of the Punjab, Lahore. CONTENTS Page No. INTRODUCTION..................................................................................1-3 CHAPTER-I EXECUTIVE SUMMARY ........................................................................5-7 CHAPTER-II ORGANIZATION OF THE OFFICE OF THE OMBUDSMAN, PUNJAB........ 9-11 CHILDREN COMPLAINT OFFICE ...................................................... 13-14 INTERNATIONAL COLLABORATION................................................. 15-16 CHAPTER-III Department Specific Recommendations Department / Agency 1. Accountant General Punjab ............................................................... 17 2. Agriculture...................................................................................... 17 3. Benevolent Fund Board..................................................................... 18 4. Boards of Intermediate & Secondary Education / Universities................. 18 5. District Accounts Offices .................................................................. 22 6. Education ....................................................................................... 23 7. Excise & Taxation ............................................................................ 25 8. Health............................................................................................ 26 9. Home / Prisons................................................................................ 27 10. Lahore Development Authority .......................................................... 27 11. Police............................................................................................. 28 12. Punjab Emergency Service................................................................ 32 13. Services & General Administration...................................................... 32 General Recommendations ............................................................. 33-34 CHAPTER-IV STATISTICAL ANALYSIS 1. Year-wise Receipt & Disposal of Complaints (30.9.96 to 31.12.10)..... 35-36 2. Department/Agency-wise Breakup of Complaints Received ............... 37-38 3. District-wise Breakup of Complaints Received ................................. 39-40 4. Non-maintainable Complaints ....................................................... 41-42 5. Nature of Maladministration Reflected in Maintainable Complaints............... 43-44 6. Complaints Pertaining to Maladministration in Service Matters................. 45-46 7. Disposal of Complaints ................................................................ 47-48 8. Breakup of Complaints Decided after Investigation .......................... 49-50 9. Breakup of Complaints Awaiting Implementation of Directions ............. 51-52 10. Department Wise Breakup of Directions Awaiting Implementation...... 53-54 11. Month-wise Receipt & Disposal of Complaints ................................. 55-56 12. Department / Agency-wise Representations Decided by the Governor 57-58 13. Month-wise Receipt & Disposal of Implementation Petitions .............. 59-60 CHAPTER-V REPRESENTATIVE CASES DEPARTMENT / AGENCY 1. Accountant General Punjab ............................................................... 61 2. Agriculture...................................................................................... 62 3. Boards of Intermediate & Secondary Education .................................... 64 4. Board of Revenue ............................................................................ 70 5. Communication & Works................................................................... 72 6. District Accounts Offices ................................................................... 73 7. District Government......................................................................... 75 8. Education ....................................................................................... 75 9. Excise & Taxation .......................................................................... 101 10. Forest .......................................................................................... 103 11. Health.......................................................................................... 104 12. Home / Prisons.............................................................................. 107 13. Punjab Housing And Town Planning Agency ....................................... 110 14. Industries..................................................................................... 111 15. Irrigation.....................................................................................