690pc increase in receipt of online complaints in 2020: Fed Ombudsman.

ISLAMABAD -- Federal Ombudsman Syed Tahir Shahbaz on Thursday said that his office received the highest-ever number of complaints during year 2020.

Addressing a press conference, he said 690 percent increase had been recorded in receipt of online complaints during the year 2020. He said out of 133,521 complaints received, 130,112 were disposed of. He said that this was the result of its awareness campaign launched in the entire country, especially in the far-flung areas of Pakistan that aggrieved persons approached the Mohtasib office. He said Wafaqi Mohtasib Secretariat on the advice of the President, initiated a number of innovative techniques through traditional and social media to increase awareness among the general public about the use of services being offered. He said as a result of the awareness campaign, 690 percent increase had been recorded in receipt of online complaints, which jumped from 11289 in 2019 to 77,930 in 2020. He said that despite the outbreak of Covid-19 and consequential squeezing of operations, almost all the complaints were processed and decided within the statutory period of 60 days. He said that 55,591 complaints were received through post or by hand whereas, 16,650 complaints were registered through website, 5999 through Mobile App and 55,281 through Integrated Complaint Resolution System (ICRS). He said that under the Outreach Complaints Resolution (OCR) Programme, 6113 complaints were disposed of in the year notwithstanding the temporary suspension or subdued operation of OCR from April to July, 2020 due to Covid-19 pandemic.

Syed Tahir Shahbaz said that speedy and free of cost justice was being delivered at the doorsteps of the people by the institution of Wafaqi Mohtasib. He said that 89 percent findings had been implemented during 2020.

The Federal Ombudsman said that he also held a number of meetings with the Chairman NEPRA, OGRA and CEOs of K-Electric, DISCOs and MD SNGPL and SSGCL to sort out the issues causing public complaints against the utility companies. He said that he had directed the Pakistan Post to digitise all post offices by February 2021 to avoid delay in payment of profits against...

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