Wafaqi Mohtasib

In Pakistan, a beginning was made with the appointment of Wafaqi Mohtasib (ombudsman) at the Federal level in 1983.

The avowed objective of the Wafaqi Mohtasib was to diagnose, investigate, redress and rectify injustices faced by the public from government departments. The measure of success achieved by the institution of Wafaqi Mohtasib led to the creation of Provincial Ombudsmen.

Federal Tax Ombudsman

The growing nature of corporate sector grievances, largely relating to inequitable application of taxation laws, and the Government's desire to promote a just and equitable business environment in Pakistan, prompted the Government to establish an independent Federal Tax Ombudsman (FTO) during the year 2000.

The FTO has brought considerable relief to businesses during the last 4 years. Businessmen have now found a level of comfort, non-existent in the past, which allows them to confidently and fearlessly make investment decisions in the knowledge that an environment exists where they can expect equity, fair play and justice.

Banking Mohtasib

Privatization momentum coupled with the process of liberalization in Pakistan has encouraged banks to rapidly expand products and services during the recent past resulting in a manifold increase in the banking population within the country.

However, the increasing volume of associated complaints received at the State Bank of Pakistan and the Government's strong desire to provide an independent complaints resolution mechanism which is free, impartial and prompt, has resulted in the appointment of the Banking Mohtasib.

The Banking Mohtasib is not an industry watch dog; it is not a regulator nor is it a policemen. The financial system in Pakistan has undergone major reform and liberalization during the recent past. Banks have adapted to the new and open environment exceptionally well and have responded by upgrading and transforming service delivery, capability and by offering a range of new and innovative products to the market.

In this dynamic process, there are bound to be disagreements and differences between banks and consumers and the Mohtasib's role is basically to mediate between the two parties so that an amicable and acceptable solution can be found, and generally speaking, complaints minimized over time.