The document is a project report submitted by two students on the Provincial Ombudsman (Mohtasib) of Sindh. It provides information on the organization including that it was established in 1991 to investigate maladministration by Sindh government agencies and resolve public complaints. It has a secretariat headquarters in Karachi and 16 regional offices. The report outlines the complaint process and nature of complaints that can be filed, as well as contact information for the organization.

1. PROJECT REPORT ON
Provincial Ombudsman (Mohtasib) Sindh
INDUSTRIAL RELATIONS (IR)
SUBMITTED BY
RamishTanvir (59493)
Tariq Mehmood (56908)
SUPERVISOR
Sir Sohaib Baig
Spring – 2021

2. Provincial Ombudsman (Mohtasib) Sindh
About Us
Who We Are
The Provincial Mohtasib (Ombudsman) Sindh is an independent institution, established by
statute, to provide speedy relief to any citizen or legal resident of Pakistan, especially those
residing in Sindh, who may have suffered from any 'maladministration' at the hands of any
agency of the Government of Sindh.
Our Charter
The establishment of the Mohtasib Sindh (Provincial Ombudsman Sindh) took place through the
passage of Sindh Act No. 1 of 1992 (Establishment of the Office of Ombudsman for the Province
of Sindh Act, 1991). This law empowers Provincial Mohtasib (Ombudsman) Sindh to diagnose,
investigate, redress and rectify any injustice done to a person through mal-administration of an
Agency of the Government of Sindh.
The Order defines an 'Agency' as a Ministry, Division, Commission or office of the Government
of Sindh or a statutory body, corporation or other institution established or controlled by the
Government of Sindh but does not include the Sindh High Court.
The Order further defines 'Maladministration' to include:
(i) A decision, process, recommendation, act of omission or commission which:
(a) 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
(b) is perverse, arbitrary or unreasonable, unjust, biased, oppressive, or discriminatory; or
(c) is based on irrelevant grounds; or
(d) 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
(ii) Neglect, inattention, delay, incompetence, inefficiency and ineptitude, in the administration
or discharge of duties and responsibilities.

3. The Secretariat
The Mohtasib Sindh's Secretariat is located in Karachi and is headed by a Secretary, who
manages the day to day operations of the Secretariat. Mr. Farooq AzamMemon is the
incumbent Secretary of the Secretariat of Mohtasib Sindh (Provincial Ombudsman Sindh).
Regional Offices
To facilitate the citizens, Mohtasib Sindh (Provincial Ombudsman Sindh) has set up 16 regional
office at
 Badin
 Hyderabad
 Karachi Central
 Karachi South
 Karachi East
 Jacobabad
 Larkana
 MirpurKhas
 Mithi
 NaushahroFeroze
 Sukkur
 Thatta
 Ghotki
 Dadu
 Khairpur
 Shaheed Benazir Abad (Nawabshah)

4. Organogram

5. Profile

6. Our Values System
The values system is a shared vision of the institution, developed by our officers. It is hoped
that it will shape our strategic direction, serve as the overarching standards for our work and
reflect our principles, work ethics and organizational culture.
OUR VISION
To promote high standards of governance, accountability and efficiency through administrative
justice services.
OUR MISSION
To redress public grievances in a fair, prompt and transparent manner.
OUR VALUES
 Fairness
 Integrity
 Continuous Improvement
 Transparency
 Independence
 Promptness
 Confidentiality
 Accessibility
 Informality
 Client Friendliness
Our Services
What we do
We resolve complaints and provide relief to the public by carrying out independent
investigations into complaints about 'maladministration' in any Government of Sindh agency.
We work to put things right and share lessons learned and help improve public services as a
result. Our independent complaints handling service is free and open to everyone.
What we don't do
We cannot help you if your complaint is about:
 Matters that are sub-judice (i.e. already under consideration of any court of law)

7.  Service matters (relating to the public agency in which the complainant is currently
employed; however, we can and do take up complaints against delay ormis-
interpretation in payment of retirement benefits or discrimination meted out to the
employees)
 External affairs
 Defence matters
How can we help you?
We aim to redress public grievances as fairly and as quickly as we can, after examining all facts.
If we think the agency you are complaining about has treated you fairly, we will tell you.
If we determine that the agency has acted wrongly, we will recommend the agency to put
things right for you. This can include recommending that the agency provide you relief sought,
and to treat you fairly and in accordance with law.
Our service charter
We are committed to redress of public grievances in an efficient, effective and transparent
manner. We constantly strive to improve our level of responsiveness to the public and have
therefore instituted standards for services and performance, as given below:
Registration Wing Standards
Efficiency
 A decision to either admit or reject a complaint shall be made within 24 hours of its
receipt
 A complaint that has been admitted shall be forwarded to the relevant Investigating
Officer within 24 hours of its admission.
 Acknowledgement or a letter of regret to the complainant shall be sent within 24 hours
of the decision to admit or reject the complaint.
Investigating Officer Standards
Productivity
Every Investigating Officer shall dispose of at least thirty five complaints per month.
Efficiency
Complaints shall be disposed of within three months of admission.

8. Children Complaint Office
Press Release
 Dawn
 Daily Jang
 Daily Kawish
Children’s Complaints Office of the Provincial Ombudsman Sindh
The Children’s Complaints Office (CCO) has been established at the Secretariat of the Provincial
Ombudsman Sindh (POS) by way of a partnership between the POS and UNICEF.
It was observed that there was no dedicated forum for receiving and resolving Children-related
complaints in Sindh; no public accountability of institutions charged with the responsibility for
protecting Children’s Rights in Pakistan’s four Provinces.
Thus the CCO initiative bridges an existing gap in terms of a Children-specific grievance redress
mechanism in the administrative justice sector in Sindh and also accords Sindh the privilege of
establishing the first Children’s Regional Ombudsman office in Asia (and the second after
Pakistan’s federal Ombudsman).
The institution of the Provincial Ombudsman Sindh (POS) was created in 1991 under the
Establishment of the Office of Ombudsman for the Province of Sindh Act, 1991 (Sindh Act No. 1
of 1992). The main task of the POS is to diagnose, investigate, redress and rectify any injustice
done to a person through maladministration by any officer or agency of the Government of
Sindh. Like all Ombudsman institutions, the POS exists to promote accountability, transparency
and integrity in governance.
The main objectives of the POS-UNICEF partnership for setting up the CCO are:
 To establish a dedicated redress and response system for complaints related to and by
Children, against maladministration by any provincial agency, institution or public body;
 To provide a platform for addressing Child Rights issues through research, advocacy and
engagement with Children and other stakeholders on Children’s Rights;
 To enable the Provincial Ombudsman Sindh to advise the Provincial Government on
systemic issues which impact the Rights of Children and compliance with the CRC
(Convention on the Rights of the Child).
Process and Procedure:
 To gel with the existing grievance redress process of the POS, the CCO will operate
within the ambit of existing procedures.
 Complaints may be made both by Children and by adults on behalf of Children regarding
unfair treatment by public bodies such as:
 Police;
 Prisons and borstal institutions;

9.  Educational institutions, including vocational centers;
 Welfare homes;
 Orphanages and foster care;
 Hospitals;
 Other Government Departments and authorities (especially those which deal
with Children’s Rights and issues);
 Non-government organizations (under supervision of Sindh Government
regulatory bodies).
 The CCO-POS aims to create a Child protective environment by combating corruption
and abuse in the treatment of Children by public bodies. Special attention will be given
to vulnerable Children, such as:
 Children without primary caregivers: Children in institutions, street and
homeless Children
 Children who are at risk of separation
 Working Children
 Children with disabilities
 Children in conflict with the law
 Child victims of trafficking
Future Plans:
 To conduct situation analysis to enhance understanding of, and document reasons
regarding low registration of Children’s complaints.
 To prepare communication strategy for CCO-POS.
 To establish electronically linkage of Regional Offices with CCO-POS.
 To disseminate report of ‘State of The Children in Pakistan’ (Sindh chapter) to
stakeholders in Karachi.
 To install information boards in Police Stations and Hospitals throughout Province.
 To print material containing information about CCO & Child Rights for distribution
among the masses
Making a Complaint
Who Can Lodge a Complaint?
Any person aggrieved by the following actions of any functionary of the Department /
Commission / Corporation of the Government of Sindh or Institution established or controlled
by the Government of Sindh:
a decision, process, recommendation, act of omission or commission 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

10.  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.
How to Lodge a Complaint?
1. A complaint written in English or Urdu may be lodged with the Head Office or any of the
Regional Offices (whose addresses appear at the Home Page) on Form 'A' or by any of the
following means :-
 By personal presentation to the Mohtasib Sindh who generally meets complainants
daily; or
 By presenting it to the Director-General or a senior officer who has been specifically
authorized in this behalf; or
 By presenting it in the Central Registry of the Secretariat; or
 By post; or
 By fax; or
 By e-mail; or
 By any other means of communication.
2. Normally approach to higher authorities of the concerned Agency for redress of grievance is
required before making a complaint to the Mohtasib Sindh, so as to give them an opportunity
of doing so.
3. Copies of relevant documents including the latest correspondence with the Agency and copy
of the National Identity Card should, if possible, be annexed to the complaint.
4. On personal presentation of the complaint in any of the Offices of Mohtasib Sindh (Provincial
Ombudsman Sindh) Secretariat, a receipt is issued immediately. However, in case of submitting
the complaint by any other means, receipt is issued within 72 hours of receipt which will be
sent to the complainant (if a properly addressed envelope has been included with the
complaint.). For other means of obtaining a receipt please call trhe central registry office.
Nature of Complaints Which cannot be Filed in the Provincial Mohtasib (Ombudsman)
Secretariat
Complaints regarding matters mentioned cannot be filed before Mohtasib Sindh (Provincial
Ombudsman Sindh):-
 matters which are sub-judice before a court of competent jurisdiction or tribunal or
board in Pakistan on the date of the receipt of a complaint;
 matters which relate to the external affairs of Pakistan or the relations or dealings of
Pakistan with any foreign state or government;

11.  matters which relate to, or are connected with the defense of Pakistan or any part
thereof, the military, naval and air forces of Pakistan, or the matters covered by the laws
relating to those forces;
 complaints by or on behalf of a public servant or functionary concerning any matters
relating to the Agency in which he is, or has been, working in respect of any personal
grievance relating to his service therein.
However, on receipt of such complaints, reasons for not entertaining them are invariably
communicated within 60 days.
Download Form
PROVINCIAL MOHTASIB (OMBUDSMAN)'S SECRETARIAT
HEADQUARTER
Secretariat Provincial Ombudsman, Sindh
Shahrah-e-Kamal Ataturk,
Opp. Sindh Secretariat, and Karachi.
Contact: 021-99211025, 99211031
Fax : 021-99211262, 99211091

12. Form A (English Version)

13. Form A (Urdu Version)

14. Form A (Sindhi Version)

15. Complain About Us
How to complain about us
We take complaints about our service very seriously. If you are not happy with the way we have
dealt with your case - or with the service we have provided - please let us know. You can send a
complaint to the Secretary, Provincial Mohtasib Secretariat, if you think we have:
 treated you unfairly or rudely
 failed to explain things properly or
 Caused unreasonable delays.
Complaints can be sent directly to the Provincial Mohtasib (Ombudsman) institute over email
(mohtasibhd@yahoo.com), fax: +92-21-99211091, post (Sindh Provincial Ombudsman
Secretariat, Shahrah-e-Kemal Ataturk, Karachi, Sindh, Pakistan.
How we will deal with your complaint about our service
We will aim to send you a full response in writing within 15 working days. If we cannot do this
because of exceptional circumstances, we will update you on the status and inform you when
you can expect a full response from us.
If our investigation shows that your complaint about our service is justified, we will tell you how
we will sort out the problem.
What to do if you are still not happy
If you're not happy with our response to your complaint about our service, you can write to the
Provincial Mohtasib himself, whose decision will be final and conveyed to you in writing.
Contact Us
Secretariat Provincial Ombudsman Sindh,
Shahrah-e-Kamal Ataturk ,
Karachi, Sindh, Pakistan
Phone: +92-21-99211031,25,28 (PABX Ext: 200)
Phone: +92-21-99211026 (Direct Ombudsman's Office)
Fax: +92-21-99211091,99211262
E-Mail: mohtasibhd@yahoo.com
Click here for names and contacts of officers in the Provincial Ombudsman Secretariat /
Headquarter
Click here for names and contacts of officers in the Provincial Ombudsman Regional Offices