This document outlines the Right to Public Services Act passed in Khyber Pakhtunkhwa, Pakistan in 2014. It establishes citizens' rights to timely access public services and hold government officers accountable. Key points include citizens having the right to access services within a specified time period, demand that officers perform their duties, and claim compensation for delays. It specifies that the government will display information on designated officers, service times, and descriptions. It also establishes appeal authorities to handle denied requests, impose penalties on non-compliant officers, award compensation, and appoint a commission to oversee the process and ensure citizens' right to public services.

1. Citizen Engagement for Social Service Delivery
Government of Khyber
Pakhtunkhwa
Right to Public Services Act
KP 2014
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2. Citizen Engagement for Social Service Delivery
Public service now a right
• Right to time bound provision of public
service. Every eligible person (resident of KP)
shall have the right to:
– Access to public service (Accessibility)
– Receive the service within a specified time in a transparent
manner (Transparency)
– Demand performance of duties and function of designated
officer (Openness/Accountability)
– Hold accountable public officer and claim compensation
on failure and/or delay in service provision
(Accountability)
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3. Citizen Engagement for Social Service Delivery
Public Display of Information
• Government may specify the time within
which such services will be provided.
• Notification of designated officers responsible
for disposal of public service.
• Recommendations will be sought from all
government departments on specified time
and precise description of service.
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4. Citizen Engagement for Social Service Delivery
Provision of public service
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5. Citizen Engagement for Social Service Delivery
What if public service is denied?
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•Appellant Authority: Secretary of department
•Appellant authority shall give chance to both applicant and designated officer of being heard in
person

6. Citizen Engagement for Social Service Delivery
Penalty on non-provision
• Appellant authority may issue show-cause
notice to designated officer
– Deficient
– Not within time limit
• Appellant authority may impose fine on
designated officer not less than PKR500 but
not exceeding PKR25000
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7. Citizen Engagement for Social Service Delivery
Penalty & Compensation
• Commission can also impose fine on appellant
authority for not deciding the appeals within
time, not less than PKR1000 but not exceeding
PKR25000
• The appellant authority and/or commission
may direct to award compensation not
exceeding 70% of fine imposed
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8. Citizen Engagement for Social Service Delivery
Penalty & Compensation
• The commission may recommend disciplinary
action to defaulted public official
• Govt may publicize the good performers once
in a quarter, award roll of honour
• Govt may appoint independent panel of
evaluators for devising a comprehensive
policy, may prescribe cash awards
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9. Citizen Engagement for Social Service Delivery
KP Right to Public Service Provision Commission
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•Financial management or public administration, regulation and discipline
•Chief Commissioners and commissioners shall hold office for a term of 3 years and/or achieve the age of 65
years whichever is earlier
•In case of absence or incapacity, govt may appoint eligible person who shall hold office for a term less than 6
months

10. Citizen Engagement for Social Service Delivery
Powers of the commission
• Hearing appeals against orders of Appellant
authority
• Make provisions for speedy access to public
services
• Payment of compensations for delayed public
service provision by a designated officer to
eligible person
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11. Citizen Engagement for Social Service Delivery
Incidental Provision
• Any person who is found guilty of frivolous
complaint, appellant authority may refer
his/her case to commission who will then
issue show cause notice and ask to report
within 15 days.
• If commission is not satisfied with his/her
reply, can impose fine not exceeding
PKR50000.
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12. Citizen Engagement for Social Service Delivery
THANKS
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