In today’s world, the government is like a giant, complicated machine that can make an ordinary person feel small and powerless.

When a government office makes a mistake or treats someone unfairly, most people are afraid to complain because they think it will cost too much money for lawyers, take years to resolve, or that officials simply won’t care. However, for over 40 years, the Wafaqi Mohtasib (Federal Ombudsman) has acted as a vital connection between the state and its citizens. It serves as a helpful bridge, making it easy and free for regular people to get justice and hold powerful government departments accountable.

Established on January 24, 1983, under President’s Order No. 1, the institution was born out of a constitutional necessity. Article 37(d) of the Constitution of Pakistan mandates the state to ensure “inexpensive and speedy justice.” Today, as we look at the performance metrics of 2025, it is clear that the Wafaqi Mohtasib Secretariat (WMS) has not only fulfilled this mandate but has evolved into a high-tech, people-centric powerhouse of accountability.

A Shield Against Maladministration

The primary philosophy of the Wafaqi Mohtasib is rooted in the concept of “Ombudsman “a Swedish term for a “representative” or “agent” of the people. In Pakistan, this role is defined by the quest to rectify any injustice done through maladministration. This includes delays, inattention, neglect, inefficiency, and ineptitude in the administration or discharge of duties by federal agencies.

Expanding the Reach of Justice

The jurisdiction of the Wafaqi Mohtasib is vast, covering over 639 federal agencies. Of these, 213 agencies are now fully integrated with the Complaints Management Information System (CMIS), allowing for real-time tracking and resolution of grievances.

The “Federal Ombudsmen Institutional Reforms Act, 2013” significantly strengthened the institution, providing it with the teeth necessary to enforce its findings. Today, the Mohtasib does more than just resolve individual disputes; it acts as a systemic reformer. It is empowered to:

• Ensure good governance and protect the fundamental rights of citizens.

• Provide recommendations to the government on systemic failures.

• Investigate the root causes of corruption and inefficiency within public sector service delivery.

2025: A Year of Unprecedented Performance

Under the leadership of the current Federal Ombudsman, Mr. Ejaz Ahmad Qureshi, the institution has reached a historic peak in its 40-years history. His tenure has been marked by a revolutionary increase in public engagement;........

© Pakistan Observer