In a landmark step to strengthen administrative justice for trade and industry, the Wafaqi Mohtasib (Federal Ombudsman) of Pakistan has, by notification, designated a senior officer as “Grievance Commissioner for Business Community (GCBC),” with immediate effect, based at the Wafaqi Mohtasib Secretariat in Islamabad. The initiative responds to sustained calls from chambers of commerce, trade bodies and industry associations for a dedicated, accessible forum to resolve their grievances against federal government departments.

Legal Foundation and Mandate

The designation was made in exercise of powers conferred under Article 20 of the President’s Order No. 1 of 1983 and Section 7 of the Federal Ombudsmen Institutional Reforms Act, 2013. The Commissioner is empowered, in line with Articles 9, 10, 11, 14, 19 and 33 of the Order and Section 7 of the 2013 Act, to investigate any allegation of maladministration relevant to the business sector, and to perform such other functions as the Wafaqi Mohtasib may specify. The core mandate is to investigate, redress and rectify injustice suffered by businesses at the hands of federal agencies, their officers or employees, restoring an efficient and fair administrative process for the private sector.

Scope of Jurisdiction

The Office covers grievances arising from unjust regulatory delays and procedural violations, maladministration in federal services essential to commerce such as licensing, permits and utilities, and arbitrary or inconsistent application of federal laws and rules affecting trade and industry.

How It Will Work

Complaints from companies, trade associations and individual entrepreneurs will be registered, investigated and diagnosed to their root cause, with the Commissioner favouring informal resolution, conciliation and mediation for prompt outcomes ahead of formal proceedings. Beyond individual cases, the Office will identify systemic bottlenecks within federal agencies and recommend concrete regulatory and administrative reforms. Multiple accessible channels, dedicated email, an online portal, post and fax, together with structured outreach and consultation with chambers of commerce, business councils and industry associations, will underpin accessibility, while modern complaint-management technology will support transparency and timely tracking.

By giving the business community a swift, credible avenue for administrative redress, the GCBC reinforces Pakistan’s ease-of-doing-business agenda and reflects the Wafaqi Mohtasib’s continuing commitment to accountable, citizen and business-centric governance an experience the Wafaqi Mohtasib looks forward to sharing with fellow members of the Asian Ombudsman Association.