WAFAQI MOHTASIB (OMBUDSMAN) OF PAKISTAN ANNUAL REPORT 2009 Wafaqi Mohtasib (Ombudsman)’s Secretariat Islamabad — Pakistan Tele: (92) (51) 9252391–4, Fax: (92) (51) 9252178 Email: [email protected] Website: http://www.mohtasib.gov.pk Acronyms ADB Asian Development Bank AIOU Allama Iqbal Open University AJP Access to Justice Programme AOA Asian Ombudsman Association CCO Children Complaint Office CDNS Central Directorate of National Savings CNIC Computerized National Identity Card CDA Capital Development Authority CMIS Complaint Management Information System FESCO Faisalabad Electric Supply Company GEPCO Gujranwala Electric Supply Company G.P. Fund General Provident Fund HBFC House Building Finance Corporation HESCO Hyderabad Electric Supply Company ICT Information Communication Technology IESCO Islamabad Electric Supply Company IOs Investigating Officers IOI International Ombudsman Institute IT Information Technology KESC Karachi Electric Supply Company KW Kilowatt LESCO Lahore Electric Supply Company LUMS Lahore University of Management Sciences MEPCO Multan Electric Supply Company MIS Management Information System NADRA National Database Registration Authority NEPRA National Electric Power Regulatory Authority NIC National Identity Card NICOP National Identity Card for Overseas Pakistanis NOC No Objection Certificate NRSC National Registration Services Centre NWD Nation-Wide Dialling NWFP North West Frontier Province OGRA Oil and Gas Regulatory Authority PCB Pakistan Computer Bureau PEPCO Pakistan Electricity & Power Company PTA Pakistan Telecommunication Authority PESCO Peshawar Electric Supply Company PLI Postal Life Insurance PO President’s Order PRS Premium Rate Service PTCL Pakistan Telecommunication Company Limited QESCO Quetta Electric Supply Company REACH Responsive, Enabling, Accountable Systems for Children Rights RETA Regional Technical Assistance SLIC State Life Insurance Corporation SNGPL Sui Northern Gas Pipeline Limited SPGRM Strengthening Public Grievance Redress Mechanism SSGCL Sui Southern Gas Company Limited UNDP United Nations Development Programme UNICEF United Nations Children’s Fund WAN Wide Area Network WAPDA Water and Power Development Authority iv TABLE OF CONTENTS Transmittal Letter .......................................................................................................................................... 1 Foreword .......................................................................................................................................... 3 Acknowledgement .......................................................................................................................................... 5 Chapter 1 Upgrading Capacity ...................................................................................................................... 9 Chapter 2 The Year in Review ...................................................................................................................... 17 Chapter 3 Volume and Causes of Complaints Against Major Agencies ................................................ 25 Chapter 4 Compliance and Implementation............................................................................................... 49 Chapter 5 Addressing Policy and Process ................................................................................................... 53 Chapter 6 International Linkages.................................................................................................................. 91 Chapter 7 Workplan 2010.............................................................................................................................. 109 Appendices Appendix I Acknowledgements from the Public.................................................................................. 115 Appendix II Report of the SRT on Streamlining Policies & Procedures of the AIOU................... 143 Appendix III Our Team............................................................................................................................... 157 Appendix IV Contact Details...................................................................................................................... 159 Index of Tables Table 1 Institution of Complaints............................................................................................................ 18 Table 2 Workload and Disposal (2005-2009)......................................................................................... 19 Table 3 Disposal, Relief and Rejected ..................................................................................................... 19 Table 4 Average Workload and Disposal per Investigating Officer................................................... 20 Table 5 Time Profile of Disposal of Complaints (2005-2009)............................................................ 21 Table 6 Representation Filed and Decision Received from the President (2005-2009).................. 23 Table 7 Volume of Admitted Complaints against Major Agencies .................................................... 25 Table 8 Office-wise Receipt of Complaints against WAPDA in 2008 and 2009............................. 27 Table 9 Causes of Complaints against WAPDA ................................................................................... 28 Table 10 Causes of Complaints against SNGPL-SSGCL ...................................................................... 38 Table 11 Causes of Complaints Against PTCL........................................................................................ 41 Table 12 Causes of Complaints Against NADRA ................................................................................. 42 Table 13 Causes of Complaints Against AIOU....................................................................................... 44 Table 14 Causes of Complaints Against Pakistan Post........................................................................... 45 Table 15 Causes of Complaints Against SLIC ......................................................................................... 46 Table 16 Implementation Status................................................................................................................. 50 Table 17 Implementation Progress ............................................................................................................ 51 Index of Figures Figure 1 Investigation Time Line .............................................................................................................. 21 Figure 2 Closure Findings........................................................................................................................... 22 Figure 3 Closed with Relief and Without Relief...................................................................................... 23 Figure 4 Complaints Accepted/Rejected in Limine ............................................................................... 24 Islamabad, 29th March, 2010 Dear Mr. President In pursuance of the requirement under Article 28(1) of the Establishment of the Office of the Wafaqi Mohtasib (Ombudsman) Order, 1983 (P.O.No.1 of 1983), I submit to you the Wafaqi Mohtasib (Ombudsman)’s annual report for 2009. 2. The efforts of the Wafaqi Mohtasib’s office to sustain gains achieved through previous initiatives, alongwith further improvements introduced during the year, have given heartening results as is evident from the key indicators of service delivery by the organization. 3. Upgrading the human resource in the organization continued during the year. The framing of the service rules for the office personnel and regularizing the service of eligible temporary employees has contributed significantly to the morale in the organization. The focus on capacity building measures was sustained during the year through training activities and consistent counselling. Priority was also given to more citizen friendly approaches and to creating enhanced awareness by engaging closer with civil society organizations and other stakeholders. 4. The disposal timeframe of 90 days was pursued vigorously during the year. Cases disposed of within this timeframe stood at 48% of the total complaints decided during the year, which was a significant improvement over the figures of 28% in the year 2008. Against the disposal target of 40 cases per month per investigation officer, the average monthly disposal by each investigation officer was 43 cases. The figure for implemented cases was 88% as compared to 75% in 2008. 5. During the year under report, 798 representations were filed against the Wafaqi Mohtasib’s findings to the President out of which the President upheld 77% of the findings represented against. In number of decisions of the President, basic principles were enunciated which established useful parameters for better complaint handling approaches. 6. We shall endeavour to further improve upon the organization’s performance in 2010 as there remains considerable scope to do so. We are confident that we shall, with your support Mr. President, be able to meet such challenges on our way to improving the quality of our service to the citizens of Pakistan. Yours sincerely Javed Sadiq Malik Mr. Asif Ali Zardari President, Islamic Republic of Pakistan 1 FOREWORD The reform efforts in the Wafaqi Mohtasib’s Office gathered considerable momentum in the year 2009. With the help of multilateral agencies such as the UNDP, ADB and UNICEF, and with the initiatives taken by the