The Office of the Provincial Ombudsman Sindh received a record 25,217 public complaints during the year 2025, providing relief in 8,789 cases and securing monetary benefits of Rs 4.29 billion for citizens. This was revealed in the Annual Report 2025, presented to Sindh Chief Minister Syed Murad Ali Shah by Provincial Ombudsman Dr Sohail Rajput.
Significant Increase in Complaint Registration
The report highlighted a 236 per cent increase in complaint registration compared to the average annual intake of around 7,500 complaints in previous years. Out of the total 25,217 complaints received, 8,854 were disposed of after preliminary scrutiny, while 16,363 were admitted for investigation. The office decided 12,591 cases after investigation, providing relief in 8,789 cases and resulting in monetary benefits of Rs 4.29 billion for aggrieved citizens.
Complaints by Department
The highest number of complaints was lodged against local government institutions, with 10,000 complaints registered against Union Councils and Town Committees. Other departments receiving significant numbers of complaints included the Revenue Department (3,345), School Education and Literacy Department (2,261), Police Department (1,965), Karachi Water and Sewerage Corporation (1,685), Karachi Metropolitan Corporation and defunct District Councils (1,510), Irrigation Department (604), Accountant General Sindh (598), Health Department (554), and Public Health Engineering and Rural Development Department (521).
Measures to Improve Public Access
The report highlighted measures taken to ease public access for filing complaints, including an online complaint registration and tracking platform, Khuli Katcheries (open public forums) at union council and taluka levels, and awareness sessions in schools and colleges. The office redesigned its website, enhanced its presence on social media platforms, and upgraded its mobile application. Additionally, approximately 31 million public awareness SMS messages were sent to citizens explaining the complaint registration and redressal process.
Other Major Initiatives
Expansion of the Brand Ambassador Programme in collaboration with leading universities, building partnerships with civil society organisations and non-governmental organisations, establishment of two standing committees for addressing issues relating to persons with disabilities, and setting up the Climate and Disaster Justice Unit (CDJU) were other major initiatives highlighted in the report.
