Prime Minister Imran Khan has taken notice of the inaction of officers regarding citizens’ complaints lodged on the Pakistan Citizen Portal app, Radio Pakistan reported on Monday.
Quoting Prime Minister’s Office (PMO), the report added that all ministries and departments have been directed to form five-member committees to “conduct performance evaluation and submit their reports within 30 days”.
“The [PMO] had observed that complaints were disposed of without proper inquiry, satisfactory reply, and documentary evidence,” the report stated, adding that the departments took “unnecessary time” in addressing complaints and the decision to resolve complaints was taken by “unconcerned officials”
he committee will conduct a performance evaluation of the assigned or selected officers’ dashboards, and identify the loopholes in the sample complaints handled, resolved, or dropped so far.
The body will identify the officers responsible for poor performance and also those doing the best.
Besides taking corrective measures in complaints identified with improper handling or resolution, the committee will also point out the success stories of the portal.
The ministries and divisions have been given 30 days to furnish the evaluation report.
The PMO pointed out that despite stress on provision of proof to the citizens regarding the resolution, many resolved complaints were found devoid of it.
The complaints were dropped on wrong pleas and many others were decided at irrelevant or unauthorised level.
In the evaluation, it was also found that a citizen was told that he had been granted relief or partial relief but factual position was different besides the misleading statements made regarding the resolution.