ISLAMABAD: Federal Ombudsman Ejaz Ahmad Qureshi has stressed the need for using Integrated Computer Technologies (ICT) for prompt and efficient disposal of complaints and dispensation of justice.

Addressing a conference on the ‘Role of the Integrated Computer Technologies (ICT) in the Public Grievance Redressal System’, Mr Qureshi said it was vital to maintain a credible, transparent mechanism to sustain the trust of the general public.

He said the application of computer technologies in any field of human endeavour required regular upgradation, research and development and adaptation in line with the emerging requirements.

The two-day conference is being held online from the platform of the Asian Ombudsman Association (AOA) whose permanent secretariat is housed within the Wafaqi Mohtasib Secretariat in Islamabad.

Mr Qureshi is the current president of the association.

About 43 participants representing ombudsman institutions of China, Hong Kong, Indonesia, Macau, Malaysia, Thailand, Turkey, Uzbekistan as well as provincial ombudsman institutions of Sindh, Khyber Pakhtunkhwa, Federal Tax Ombudsman and Banking Mohtasib Pakistan attended the conference.

Mr Qureshi said the ombudsman institution in Pakistan had established its credentials as an effective instrument for providing speedy and inexpensive justice to the people and addressed over 1.8 million complaints since its inception about 40 years ago.

Besides, the head office in Islamabad and 18 regional offices in different parts of the country are performing their statutory functions.

Recently, two complaint collection centres were opened in Wana, South Waziristan and Sadda, Kurram Agency.

It is now fully capable of resolving complaints of maladministration in large numbers, reaching out to the complainants and holding public hearings at their doorsteps, informal resolution of disputes, inspection of agencies to improve their service delivery and studying the root causes of maladministration.

It has conducted more than 27 studies on systemic issues attracting persistent complaints.

Highlighting the impact of ICT on the work of the Wafaqi Mohtasib’s institution in Pakistan, Mr Qureshi said the scope and magnitude of its work had increased manifold over the last 40 years.

The Wafaqi Mohtasib Secretariat was able to successfully cope with these increasing demands through the use of latest IT tools and upgrading the grievance redressal mechanism on regular basis.

A number of modules were developed by the IT wing internally to cater to the specific requirements of the complainants as well as the federal agencies in maintaining a transparent and credible interface with them.

Published in Dawn, December 29th, 2022