Grievance redressal mechanism: FTO says taxpayers be given easy access

ISLAMABAD: Federal Tax Ombudsman Zafar ul Haq Hijazi Monday conveyed to the Forum of Pakistan Ombudsman (FPO) that the taxpayers should be given easy access to grievance redressal mechanism through a simplified outreach strategy.

The 31st meeting of the Forum of Pakistan Ombudsman (FPO) was held at the Federal Tax Ombudsman (FTO) Secretariat, Islamabad. The meeting served as an introductory and consultative session, bringing together Ombudspersons from across the country.

The meeting was hosted by Federal Tax Ombudsman, Zafar ul Haq Hijazi, who welcomed participants and outlined key institutional priorities, including effective use of information technology, procedural uniformity, stronger inter-institutional coordination through the FPO, and enhanced public outreach.

He emphasized that awareness of Ombudsman institutions remains limited, particularly among the general public, and stressed the need for simplified outreach strategies to ensure easy access to grievance redressal mechanisms. He also highlighted the importance of institutional experience while electing representatives to key FPO positions.

International achievements of FPO members were acknowledged, including the election of Ms Ayesha Hamid, Punjab Ombudsman, as Vice President of the International Ombudsman Institute (IOI), and Sohail Rajput, Sindh Ombudsman, as IOI Director.

Almas Ali Jovindah, Executive Secretary FPO, formally initiated the proceedings and presented a brief overview of recent achievements, including the election of Ejaz Ahmed Qureshi, Wafaqi Mohtasib, as President of the Asian Ombudsman Association (AOA), and Pakistan’s active participation in international Ombudsman forums.

Policy discussions focused on digitization, use of emerging technologies, and legal reforms to enhance efficiency and accountability. Ms Fauzia Viqar highlighted the role of IT systems and responsible use of Artificial Intelligence in improving service delivery.

Former Ombudspersons shared best practices, including institutional conferences, public awareness initiatives, and online training programmes introduced during the COVID-19 period.

Copyright Business Recorder, 2026