How To Lodge a Complaint

 

A complaint written in English or Urdu may be lodged with the Head Office or any of the Regional offices as per addresses mentioned at the Home Page, on WMS Form 'A' or by any of the following means :-

i.     By presenting it to the Wafaqi Mohtasib by the complainant personally or by his/her representative; or

ii.    By presenting it to the Director-General (Complaints) or a senior officer who has been specifically authorised in this behalf; or

iii.   By presenting it in the Central Registry of the Secretariat; or

iv.    By post(including Courier Service); or

v.     By Fax; or

vi.    By E-mail; or

vii.   By any other means of communication.

If a complaint is not lodged on WMS-Form 'A', it shall be accompanied by a solemn affirmation that:

(a)     the allegations contained in the complaint are correct and true to the best of knowledge and belief of the complainant;

(b).     previously no complaint on the subject was filed at the Head Office or any of the Regional Offices;

(c)    no suit, appeal, petition or any other judicial proceedings in connection with the subject matter of the complaint is pending before any Court, Tribunal or Board; and

(d)     a representation to a competent authority of the Agency in respect of the allegations contained in the complaint was made, but either no reply thereto was given within a reasonable time or the representation had unjustly been turned down.

2.     The staff will assist in filling the WMS-Form ?A? (in case such assistance is required) during the appearance of the complainant for the first hearing.

3.     Normally approach to higher authorities of the concerned Agency for redress of grievance is required before making a complaint to the Wafaqi Mohtasib, so as to give them an opportunity of doing so.

4.     Copies of relevant documents including copy of the National Identity Card and the latest correspondence with the Agency should, if possible, be annexed to the complaint.

5.     On personal presentation of the complaint in any of the Offices of the Wafaqi Mohtasib (Ombudsman) Secretariat, a receipt is issued immediately. However, in case of submitting the complaint by any other means, receipt is issued within 72 hours.