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1. INTRODUCTION

Informal Resolution of Disputes (IRD)

A speedy, amicable and citizen-centred way to resolve grievances

Informal Resolution of Disputes (IRD) is a mechanism of the Office of Wafaqi Mohtasib that facilitates the amicable resolution of grievances through dialogue, cooperation and mutual consent. It provides a flexible and practical alternative to lengthy formal proceedings where a dispute can be resolved through an agreed solution.

The objective of IRD is to facilitate timely and meaningful relief while enabling the complainant and the concerned agency to work together towards a mutually acceptable resolution.

 

2. LEGAL BASIS

The IRD mechanism derives its authority from Article 33 of the Establishment of the Office of Wafaqi Mohtasib (Ombudsman) Order, 1983 (President’s Order No. 1 of 1983).

Article 33 empowers the Mohtasib and a member of the Staff to informally conciliate, amicably resolve, stipulate, settle or ameliorate any grievance, without the formalities ordinarily required for processing a complaint.

This provision provides the statutory basis for informal conciliation and enables the Wafaqi Mohtasib Office to facilitate amicable resolution of grievances where the parties are willing to participate.

 

3. KEY FEATURES OF IRD

Mutual Consent
IRD is based on the willingness of the parties to participate and resolve the grievance through mutual agreement.

Speedy Resolution
The process seeks to avoid unnecessary delay and facilitate early resolution of suitable grievances.

Flexible Procedure
IRD is informal and non-adversarial, allowing practical solutions to be explored according to the circumstances of each case.

Relief-Oriented
The focus remains on securing appropriate and implementable relief for the complainant.

Participatory Approach
Both the complainant and the concerned agency are encouraged to participate in finding a workable solution.

Right to Withdraw
As a consensual process, a party may withdraw from IRD at any stage.

 

4. HOW DOES IRD WORK?

01 — Intake & Screening

The grievance is examined to understand the nature of the complaint, the relief sought and the circumstances of the case. Matters considered suitable for informal resolution are identified for IRD.

02 — Consultative Sessions

The IRD Officer facilitates communication between the complainant and the concerned agency. The grievance and the agency's position are clarified and possible solutions are explored.

03 — Settlement

Where the parties reach consensus, mutually acceptable terms of settlement are defined, including the relief to be provided and the action required from the concerned agency.

04 — Documentation & Implementation

The agreed settlement is formally recorded and the concerned agency proceeds with implementation of the agreed relief. Upon completion, the matter is appropriately documented and closed.

5. WHY IRD?

IRD provides a practical, accessible and solution-oriented approach to grievance resolution. It:

• facilitates speedy resolution;
• reduces procedural complexity;
• promotes constructive dialogue;
• encourages cooperation between citizens and agencies;
• focuses on practical and implementable relief; and

enhances citizen satisfaction through timely resolution.

 

6. IRD AT A GLANCE

Feature	IRD
Nature	Informal, flexible and non-adversarial
Basis	Article 33 of President’s Order No. 1 of 1983
Approach	Dialogue and mutual consent
Focus	Practical and timely relief
Facilitator	Wafaqi Mohtasib / authorized member of Staff
Outcome	Mutually agreed settlement

7. A CITIZEN-CENTRED MECHANISM

IRD complements the formal complaint-handling process of the Wafaqi Mohtasib by providing a flexible avenue for amicable settlement of grievances.

Its approach can be summarized as:

Facilitate Agreement → Record Settlement → Ensure Implementation → Close the Grievance

Through this process, the Wafaqi Mohtasib Office seeks to promote accessible, efficient and meaningful resolution of citizens' grievances.

 

آ ئی آر ڈی

 مسا ئل کےغیر رسمی حل کا پروگرام

 

وفاقی محتسب کے قیام کا صدا رتی حکم نمبر (1)مجر یہ 1983ء کا آرٹیکل33 نہ صر ف وفاقی محتسب بلکہ اس کے اسٹاف کو بھی یہ اختیار دیتاہے کہ وہ کسی معا ملے کی شکا یت وصول ہو نے پر اس مسئلے کو حل کرنے کے لئے کو ئی قد م اٹھا سکتا ہے چنا نچہ وفاقی محتسب نے اپریل2022 ء سے فر یقین کے درمیان تنازعات کو (جر گہ اور پنچا یت کی طرز پر) ثا لثی اور مصالحتی انداز میں حل کر نے کا ایک پروگرام Informal Resolution of Disputes(IRD) کے نا م سے شر وع کررکھا ہے جس کے تحت سینکڑ وں مسا ئل با ہمی رضا مند ی سے حل کئےجا چکے ہیں۔ اس پروگرام کو دور دراز اور پسما ند ہ علا قوں میں خا ص طو ر پر سرا ہا گیا اور بے شما ر افراد اس سے مستفید ہو رہے ہیں۔