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Naya Pakistan: PM Khan takes notice of negligence in public complaints’ resolution


News Analysis |

Prime Minister Imran Khan has taken the notice of negligence on the part of officers in resolving the public complaints on Friday, Jan 18. The prime minister’s office has directed all federal secretaries and chief secretaries of Punjab and Khyber Pakhtunkhwa to issue instructions to all subordinates to revisit all complaints lodged through Pakistan Citizen’s Portal (PCP). The citizen portal app was launched in October 2018 that allows citizens to register themselves and send their complaints to a concerned government department.

The PM’s secretary Azam Khan has issued a letter to authorities stating, “A thorough report should be submitted within a month to the Prime Minister’s office after reviewing all the settled complaints.” The chief secretaries have been ordered to provide certificate along with the lodged complaints and issue instructions to all organizations and officers connected with the PCP to properly process the applications and complaints filed by citizens. This has also been directed in the letter that the officials should seek apology, if necessary, from the citizens over inconvenience.

PM Khan has always been of the view that Pakistan must have a western-style democracy where people should have a direct role in the decision-making process.

It is important to mention here that earlier in the month of November the government had released a 24-day report of Prime Minister’s Performance Delivery Unit (PMDU), tasked with resolving complaints of the public and getting their feedback. According to the report, the PM’s cell received 34,712 complaints during the period. Of them, 9,737 complaints were immediately resolved.

Giving a breakdown of the nature of the complaints, the report stated that 6200 complaints pertained to human rights violations, and 637 of them were addressed. Similarly, 6,137 complaints were received related to law and order situation, and 251 of them were resolved in no time, according to the PM House portal. Likewise, 6,202 complaints were lodged with the portal related to Land and Revenue Department, and 880 of them were resolved. The complaints related to the health department were 6679 in numbers and 1374 were immediately resolved.

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It is important to note that these days propaganda is being run on social as well as mainstream media to defame the government using false allegations and news; to cater that government had launched fake news buster It is being alleged that the government is not taking any interest into the matters of common people. Analysts argue that such assertions are baseless since the PM is focusing on helping out poor by upgrading their living standards; the launch of Panagahs for homeless and five million houses scheme speak volume.

As a matter of fact, PM Khan inaugurated the Pakistan Citizens’ Portal — set up at the Prime Minister Office with an aim to “timely address the problems of the people and get their feedback” — on the eve of 28th October 2018.

The notice taken by the PM demonstrates his seriousness on the matter and his commitment to addressing the problems being faced by the common people; the issue that never mattered for previous governments.  

The portal is available to all citizens across the country and they can directly approach the government to file their complaints related to any and every matter. PM Khan has always been of the view that Pakistan must have a western-style democracy where people should have a direct role in the decision-making process. “The system that we’ve developed is a means to change the prevailing mindset.

For the first time, government offices and ministries will be accountable,” the premier said while addressing the ceremony at the inauguration of the portal. “The portal will make it easy for me to get details of where in Pakistan the complaints are coming from, about which ministries,” he added.

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The notice taken by the PM demonstrates his seriousness on the matter and his commitment to addressing the problems being faced by the common people; the issue that never mattered for previous governments.