Establishment of Public Complaints Resolution Mechanism

Public Complaint Resolution Mechanism Under National Talent Pool (since 1976):
Focal person along with telephone number/personal number. Deputy Director,
Incharge, Public Complaints Resolution Cell,
National Talent Pool, Ministry of Federal Education and Professional Training.
Head Office, Plot-39, Sector, H-9, Islamabad.
Official Contact No: 051-9265504
In pursuance of Wafaqi Mohtasib Secretariat (WMS) Letter No.4 (7) LCJP/SL/WMS/2016 dated 8 August 2016, the complaint resolution mechanism has been developed in order to facilitate public to register/lodge complaint pertinent to any function of the agency (i.e., National Talent Pool). According to criteria defined by the Wafaqi Mohatsib Secretariat “any person aggrieved by an action, decision, process, recommendation, omission, etc. of any function/ service of the agency (i.e., National Talent Pool) which:
is contrary to law, rules or regulations or is a departure from established practice or procedure, unless it is bona fide and for valid reasons; or
is perverse, arbitrary or unreasonable, unjust, biased, oppressive, or discriminatory; or
is based on irrelevant grounds; or
involves the exercise of powers or the failure or refusal to do so, for corrupt or improper motives, such as, bribery, jobbery, favoritism, nepotism and administrative excesses; and
neglect, inattention, delay, incompetence, inefficiency and ineptitude, in the administration or discharge of duties and responsibilities.

Therefore, the procedure that needs to be adopted in order to proceed further is as follows:
Any person who feels any kind of grievances mentioned above against the agency may register his /her complaint through online submission or by directly contacting the focal person either through a telephone call, or email or surface mail.
The complainant will have to inform the complaint officer about his complete identity containing his official or residential address, contact number, email address along with CNIC number.
A record will be maintained in the complaint resolution cell for all the complaints that will be registered with allocation of unique complaint number and its status will be maintained on the website so that the complainant may approach/access different stages of the processing of his complaint.
The complainant will be properly facilitated and guided and complaint resolution cell of the agency will try its level best to give proper way out of the complaint on a fortnightly basis.
If the complaint will not be resolved within 15 days after its registration or complainant will not be satisfied with the conclusion, then he/she may directly contact the Wafaqi Mohatsib Secretariat for the resolution of the same. For this please follow the instruction conveyed by Wafaqi Mohtasib Secretariat:

“If your complaint or grievances are not redressed within 15 days at agency’s level you can approach through written complaint against such mal-administration to:
(Wafaqi Mohatsib Pakistan)
(Hafiz Ahsaan Khokar, Senior Advisor(Law)/Registrar/Grievance,
Commissioner for
Overseas Pakistanis, Wafaqi Mohtasib Secretariat. 36-Constitution Avenue, G-5/2,
Islamabad. Pakistan. Helpline#=1055Complaint Cell#=051-9213886-98.”
In case the complainant consults the Wafaqi Mohtasib Secretariat (WMS) in fixing his complaint and WMS concludes the complaint, but he/she (the complainant) is, still unsatisfied with the recommendations of the WMS he can forward his request against the decision of WMS to the President of Pakistan. However, the request has to be submitted within 30 days of the decision of WMS according to section 32 of the establishment of the Office of Wafaqi Mohtasib (Ombudsman) Order, 1983.