KARACHI: Federal Ombudsman Naveed Kamran Baloch on Monday reviewed the performance of the Wafaqi Mohtasib Secretariat’s Regional Office in Karachi and directed officials to further improve the timely disposal of public complaints and strengthen service delivery.
Chairing a meeting with investigating officers, the Federal Ombudsman was briefed on complaint trends, case disposal and the implementation of the Ombudsman’s decisions.
Officials informed the meeting that complaints against Sui Southern Gas Company (SSGC), K-Electric and the National Database and Registration Authority (NADRA) accounted for the largest share of cases received by the Karachi regional office.
The meeting was told that 25,591 complaints had been resolved during the first half of 2026, compared with 37,802 cases disposed of throughout 2025, reflecting an increased pace of complaint resolution.
Officials also said 627 disputes had been settled through the Informal Resolution of Disputes (IRD) mechanism during the year to date, exceeding the corresponding figure for the same period last year.
According to the briefing, 4,148 of 6,024 investigative findings issued this year had been implemented, representing an implementation rate of 82 percent, while the remaining cases were under process.
The Federal Ombudsman also reviewed staffing levels at regional offices and the monthly caseload, with officials informing him that the Karachi office received more than 4,000 complaints each month and had sufficient investigating officers to handle the workload.
The Federal Ombudsman welcomed the expansion of regional and local offices to improve public access to the institution.
He also expressed satisfaction over the merit-based recruitment process for vacant positions and reviewed progress on employee promotion and plans to acquire land for additional office facilities.
He directed officials to continue improving administrative procedures to ensure faster complaint resolution and more efficient public service delivery.
Copyright Business Recorder, 2026