PESHAWAR: The Khyber Pakhtunkhwa (KP) government has established a new mechanism to receive, register and resolve public complaints against government institutions.
According to a government communique, the Relief Department has set up the system through which citizens can lodge complaints regarding government services and administrative matters via a designated email address and WhatsApp number.
Each complaint will be assigned a unique diary number, while an acknowledgment receipt will also be issued. The government has made it mandatory for every department to appoint a focal person responsible for receiving, monitoring and resolving complaints.
Complaints involving corruption, bribery and abuse of authority will be subject to strict scrutiny. Serious allegations of fraud and corruption will not be routinely dismissed.
The system also provides for audits of government, financial and electronic records to ensure impartial investigations. The identity of complainants and other sensitive information will be kept confidential, with disclosure of such information declared official misconduct.
A detailed report containing recommendations will be prepared for each complaint based on the evidence, facts and figures provided.
The communique stated that legal action would be taken if corruption or other irregularities were established, while serious complaints would be immediately referred to the relevant authorities.
