Karachi regional office reports sharp rise in complaint disposal as Wafaqi Mohtasib reviews performance and public service delivery.
The Federal Ombudsman has directed regional offices across Sindh to accelerate complaint resolution and ensure citizens receive quicker access to public grievance redressal services.
The directive came during a performance review meeting chaired by Federal Ombudsman Naveed Kamran Baloch at the Wafaqi Mohtasib Secretariat’s Regional Office in Karachi.
The meeting was attended by Coordinator for Sindh and Member Amir Ahmad Shaikh, Senior Advisor Syed Anwar Haider, investigating officers, advisors, and other senior officials.
During the session, the Ombudsman reviewed the performance of regional offices and assessed progress in handling complaints against various government departments.
Officials informed the meeting that the Karachi Regional Office disposed of approximately 25,591 complaints during the first half of 2026, marking a significant improvement compared to the 37,802 complaints resolved throughout the entire year of 2025.
The figures indicate a substantial increase in the pace of complaint disposal during the current year.
According to the briefing, the largest number of complaints received by the Karachi office involved public service organizations, including SSGC, K-Electric, and NADRA.
These departments continued to account for the highest share of grievances submitted by citizens seeking relief through the Wafaqi Mohtasib.
The meeting was also informed that the Informal Resolution of Disputes (IRD) mechanism resolved 627 disputes during the first months of 2026, surpassing the corresponding performance recorded during the same period last year.
Officials noted that the alternative dispute resolution process has contributed to faster settlement of public complaints without prolonged proceedings.
Performance data further showed that the implementation rate of investigative findings has reached 82 percent in 2026.
Out of 6,024 cases, recommendations have been implemented in 4,148 cases, while 1,876 cases are still awaiting execution by the concerned departments.
The Federal Ombudsman appreciated the establishment of additional regional and local offices aimed at expanding public access to complaint redressal services and reducing the time required to process grievances.
He also sought details regarding the workload of investigating officers and the monthly inflow of complaints.
Officials informed the meeting that the Karachi Regional Office receives nearly 4,500 complaints every month and currently has an adequate number of investigating officers.
However, they highlighted that the Regional Office Hyderabad and several other offices require additional investigators to manage the growing volume of cases.
During the review, Naveed Kamran Baloch expressed satisfaction over the merit-based recruitment process conducted to fill vacant positions in regional offices, noting the strong response from young applicants.
He also reviewed matters related to employee promotions, incentives, and the acquisition of land for new regional office units, directing officials to further strengthen administrative procedures and improve service delivery standards across the Federal Ombudsman Secretariat.