Complaints Handling Methodology

PIT handles each and every inquiry in a very careful and systematic manner either initiated by the PIT or entrusted by the competent authority. Inquiries may be assigned by the Chief Minister, Chief Secretary Minister’s Secretariat, or other Provincial Departments, or the Provincial Assembly. Complaint, as and when received by the Provincial Inspection Team (PIT) is acknowledged. and it is added to the In Process inquiries rooster after which they are presented to Chairman PIT for further processing. Once the Chairman and his team assess the nature of inquiry the same is then forwarded to the general or technical wing for initiating a detailed scientific inquiry. Both general and technical wings are headed by seasoned officers of at least BS-20/19 scales and the very same officers usually are experts in their fields. Both wings of PIT possess young, vibrant and efficient learned officers with various ranks that quickly grasp the matter and report in an operational manner to the head of the wing. During inquiry proceedings due care is made that the officers under questions are given expressive opportunity to defend themselves and report their experiences and ground realities during their tenure at a specific post/organization. On the other hand the aggrieved party/complainant is at the same time taken into confidence to provide all the information/evidence he/she may possess and the very same is verified and then taken into account for proceeding further. Such a perfect fit on both the sides of the inquiry leads to a conclusive, fact finding report that is free from personal biasness and management myopia which is further submitted to the quarter concerned. In order to support the GoKP agenda of good governance and provide access to justice PIT receives complaints directly from the complainants/aggrieved parties both though physical appearance as well as through e-based complaint mechanisms already placed on govt. website i.e. www.pit.kp.gov.pk that helps minimize the gap between the govt. and the public.