Talking to media on this occasion, he said that CMIS was a paperless system through which complaints, which otherwise took weeks, would be resolved within one day, adding that efforts were also being put in place to make ombudsman’s system paperless so as to save time and resources.
He mentioned that this system was successfully implemented in Karachi Electric (KE) and now it was introduced in LESCO as well, asserting that under CMIS, each complaint would be tagged a number and forwarded to relevant officer, who would send his response to the Ombudsman within a day or two.
To a question, Salman Farooqi said that federal ombudsman’s complaint resolution period was 60 days in 2014 that reduced to 45 days in 2015, and now in 2016, complaints were being addressed in 25 days at district and tehsil level.
This month, he mentioned, a system was being put in place under which an officer of relevant department would be nominated, who would address the complaint within 15 days.
To another question, he said that 80 percent of the complaints received at federal ombudsman were settled down through mutual understanding of both the parties, however, in 20 percent cases, relevant department or the complainant showed disagreement.
Salman Farooqi added that federal ombudsman received complaints mostly related to electricity, gas, NADRA, Passport, Insurance and issue of overseas Pakistanis.
Facilitation Desks had also been set up at all international airports of the country for convenience of overseas Pakistan, he said, asserting that around 35,000 complaints were registered at these desks during last six months and every complaint was resolved within just one hour.
He said that ombudsman offices were also being established in Gujranwala, Bahawalpur and other districts so as to facilitate effectively the complainants.
Later in a meeting with LESCO officer, he said that prime objective of establishment of Complaint Management Information System was to address the consumers’ complaints at the earliest.
Salman Farooqi mentioned that federal ombudsman received 14,839 complaints regarding LESCO during current year, out of which 12,637 had so far been resolved.
On this occasion, LESCO Director (Customer Services) Mirza Khalid welcomed the federal ombudsman initiative of establishing CMIS at LESCO Headquarters.