Karachi, Pakistan: The Office of the Provincial Ombudsman Sindh, a member institution of the Organization of Islamic Cooperation Ombudsman Association (OICOA), recorded a landmark year in public service delivery, administrative justice, and citizen outreach, receiving a record 25,217 public complaints during 2025 and securing relief worth Rs. 4.29 billion for citizens across the province.
The achievements were highlighted in the Annual Report 2025 presented by Provincial Ombudsman Sindh, Dr. Sohail Rajput, to Chief Minister Sindh Syed Murad Ali Shah at the Chief Minister’s House in Karachi.
According to the report, the institution experienced an unprecedented 236 percent increase in complaints compared to previous years, demonstrating growing public confidence in the Ombudsman’s role as an accessible and effective mechanism for administrative justice.
Of the total complaints received, 16,363 cases were admitted for investigation, while 12,591 cases were decided following detailed examination. Relief was provided in 8,789 cases, resulting in monetary benefits amounting to Rs. 4.29 billion for aggrieved citizens.
A key achievement highlighted in the report was the success of the Ombudsman’s Complaint Management System (CMS), a fully web-based platform that enables citizens to register and track complaints online. The digital platform significantly enhanced transparency, accountability, accessibility, and efficiency in complaint handling and service delivery.
The report further revealed extensive public outreach efforts, including 423 Khuli Katcheries (open public forums) and 120 awareness sessions conducted in schools and colleges across Sindh. These initiatives facilitated the informal resolution of 2,660 grievances and extended institutional services to remote and underserved communities.
Digital transformation remained a major focus area during the year, with enhancements to the institution’s website, mobile application, and social media engagement platforms. Additionally, approximately 31 million public awareness SMS messages were disseminated to educate citizens regarding complaint registration and grievance redressal mechanisms.
Among notable institutional initiatives, the Ombudsman expanded its Brand Ambassador Programme in partnership with leading universities and strengthened its Internship Programme to promote youth engagement and awareness of public accountability mechanisms.
The report also highlighted strategic partnerships with civil society organizations and legal aid institutions, including Transparency International Pakistan, Legal Aid Society Pakistan, HANDS Welfare Foundation, and Helping Hand for Relief and Development, aimed at strengthening outreach, complaint referrals, and support services for vulnerable communities.
In another significant development, the Ombudsman established standing committees dedicated to advancing the rights of persons with disabilities and launched the Climate and Disaster Justice Unit (CDJU), an innovative platform designed to address grievances arising from climate-related and human-induced disasters.
The report further noted the growing international recognition of the institution. Provincial Ombudsman Sindh Dr. Sohail Rajput was elected as a Director of the International Ombudsman Institute (IOI) and appointed Vice Chair of the United Nations Ombudsman Working Group, reflecting international confidence in Pakistan’s governance and accountability reforms.
Chief Minister Syed Murad Ali Shah commended the Ombudsman’s performance and reaffirmed the provincial government’s commitment to strengthening institutions that provide prompt, accessible, and cost-free justice to citizens.
The achievements outlined in the report underscore the Provincial Ombudsman Sindh’s continued commitment to transparency, accountability, digital innovation, inclusive governance, and effective protection of citizens’ rights through accessible administrative justice mechanisms.
