In an unprecedented development, the Sindh Ombudsman received 25,217 public complaints in 2025, representing a dramatic increase of 236% compared to previous years, as revealed by the provincial Ombudsman Dr. Sohail Rajput in the annual performance report presented to Sindh Chief Minister Syed Murad Ali Shah on Monday.
According to the Chief Minister, this significant increase in complaints reflects the growing public trust in the Ombudsman’s office. This increase in public complaints also highlights the institution’s important role which has been effective in providing relief, as evidenced by the resolution of 8,789 cases, resulting in financial benefits of 4.29 billion rupees for the citizens.
Out of the total complaints, 16,363 were approved for regular investigation, decisions were made in 12,591 cases, providing immediate justice to numerous citizens. Furthermore, 2,660 complaints were resolved through immediate intervention, while detailed investigations assisted in resolving 12,308 cases.
The Sindh government has emphasized transparency, accountability, and improved governance. A significant part of this effort was the brand ambassador program, involving students from seven universities, including NED and IBA Sukkur, in awareness campaigns. Thirty-two students received practical training through an internship program.
To further enhance public participation, 423 open courts were held across Sindh, promoting the prompt resolution of issues. Additionally, 120 awareness sessions and public campaigns were conducted, providing information about the Ombudsman’s services to 31 million people via SMS messages.
An advanced digital complaint system was launched, under which more than 7,611 cases were registered online, simplifying the process of complaint registration and tracking. The office also established partnerships with non-governmental organizations like Transparency International, as highlighted by the Chief Minister.
Two permanent committees have been formed to assist special individuals, focusing on their employment quota and inclusive education. Furthermore, an environmental and disaster justice unit has been established to address complaints from disaster-affected citizens.
Dr. Sohail Rajput has been elected to the Board of Directors of the International Ombudsman Institute and appointed as the Vice Chair of the United Nations Ombudsman Working Group, further enhancing the institution’s credibility and international standing.
Most of the complaints, numbering 10,000, were registered against local government bodies, while complaints were also registered against departments such as revenue, education, and police. The Chief Minister praised the Ombudsman’s performance and reforms, emphasizing continued cooperation to improve transparency and service delivery.