Federal Ombudsman Launches Complaint Management System, Mobile App and Website

The Federal Ombudsman for Protection against Harassment has introduced a new Complaint Management System, mobile application and website in Islamabad, signaling a significant move towards digitalization and greater access to justice. Federal Law and Justice Minister Senator Azam Nazeer Tarar, along with Federal IT and Telecommunication Minister Shaza Fatima Khawaja and National Information Technology Board CEO Faisal Iqbal Ratyal, graced the occasion as chief guests.

Federal Ombudsman Fozia Waqar outlined the benefits of the new system, stating that users can create accounts using their CNIC, email address, and mobile number to file and monitor multiple complaints via a single account. Online availability of notices, updates, and documents is expected to reduce the need for repeated office visits and postal communication.

Verified registration, according to Fozia Waqar, will help curb false and frivolous complaints. The system aims to lower paperwork by 70 to 80 percent and eventually transition to a fully paperless environment. The website will offer easy access to laws, procedures, rights, decisions, and relevant statistics. Future phases will incorporate artificial intelligence and data analytics, including support for application preparation and a searchable database of decisions.

Fozia Waqar expressed gratitude towards the National Information Technology Board team, FOSPAH's IT team, and all involved officials. Senator Azam Nazeer Tarar lauded the initiative, emphasizing it as a crucial step towards modernizing public service delivery and enhancing access to justice. FOSPAH bestowed appreciation certificates on the NITB team members, while the ombudsman presented a commemorative shield and the institution's annual report to the law minister.

The office affirmed its dedication to making workplace harassment support more accessible and ensuring a faster, more transparent, and digitally-enabled justice system.