KARACHI: Sindh Ombudsman Muhammad Sohail Rajput hosted a delegation from Transparency International Indonesia (TII) on a visit organised by Transparency International Pakistan (TIP).
The session focused on transparency, citizen engagement and grievance redressal mechanisms.
The delegation included TII Programme Officer Izza Akbarani and Project Officer Gita Atikah, along with TIP Project Coordinator Nasreen Memon and Programme Associate Fariha Fatima.
Welcoming the visitors, Sindh Ombudsman briefed them on the mandate, functions and institutional framework of the Sindh Ombudsman. It provides citizens with an accessible and impartial forum for redress against maladministration by public authorities, he said.
He outlined the procedures for filing and processing complaints, investigations, recommendations and resolution, stressing the importance of timely, transparent and citizen-friendly complaint handling.
He also highlighted efforts to promote administrative justice, improve public service delivery and strengthen accountability through simplified procedures, public awareness and technology.
Advisor to the Ombudsman Muhammad Akmal Naseem gave a detailed presentation on the Complaint Management System (CMS), covering digital complaint registration, internal workflows, case tracking and monitoring, inter-office coordination and technology-based measures to improve transparency and efficiency.
The participants discussed challenges in complaint handling, including public awareness, accessibility, timely disposal, institutional coordination and follow-up on recommendations.
They also exchanged views on strengthening citizen-centric grievance mechanisms and improving access to administrative justice for vulnerable and marginalised groups.
Copyright Business Recorder, 2026