Complaint Mechanism

1. Registering a complaint through BEOE

Any complaint can be filed in any of the following office:

1. BEOE Headquarters
2. Protector of Emigrants office
3. Community Welfare Attaché
4. Wafaqi Mohtasib Secretariat, Overseas Pakistanis complaint cell
5. Ministry of Overseas Pakistanis & Human Resource Development

2. Complaint Cell - Overseas Pakistanis Foundation

There are approximately 9 million Overseas Pakistanis living around the globe. The issues/problems of overseas Pakistanis working abroad vary from country to country. However, mostly the problems are work related in Middle Eastern/Gulf countries. In order to resolve the complaints of overseas Pakistanis; OPF Complaint Cell was established in June, 2001. The complaints are received through the following sources:

1. Prime Minister’s Office
2. Ministry of Overseas Pakistanis & HRD
3. Pak Missions Abroad
4. OPs Grievance Cell Supreme Court of Pakistan
5. Directly from the OPs through post, e-mail, fax, Online Complaints Management System and personal visits.

3. Community Welfare Attaches

Government of Pakistan has posted Community Welfare Attaches in various countries. CWA are responsible for:

• Safeguarding the interests and welfare of migrant workers
• Searching market for Pakistani manpower and advise the Government to grasp the demand through public and private channels
• Providing information, advisory and counselling services
• Responsible for settling of disputes during the course of their employment.

4. Complaints Management for Overseas Pakistanis OPC

Previously overseas Pakistanis had been facing various problems in communicating their issues to relevant authorities in their home country and required an efficient and accessible platform for this purpose. Similarly, there was no proper mechanism available with the authorities to track the complaints lodged by overseas Pakistanis. PITB, in collaboration with the Overseas Pakistanis Commission (OPC), developed an online complaint portal for effective communication and to redress the complaints in time. The main reason behind setting up the online portal is to decrease workload and make the complaints tracking process easier. Moreover, it also facilitates the labor force in the middle-east countries who cannot access the online portal, by enabling them to call the helpline.

Further information can be found here (please link the OPF document in the folder here)

5. Grievance Commissioner Cell for Overseas Pakistanis

The Honorable Federal Ombudsman of Pakistan, Mr M. Salman Faruqui NI, has established the Grievance Commissioner Cell for Overseas Pakistanis in Federal Ombudsman Secretariat by appointing Mr. Hafiz Ahsaan Ahmed Khohkar, as Grievance Commissioner (GCOP) for Overseas Pakistanis under Section (7) of the Federal Ombudsman Institutional Reforms Act 2013. GCOP has to address the individual and systematic issues of the Overseas Pakistanis related to the Federal Government Ministries, Departments, Organizations and Agencies.

Guidance to register your complaint:

MRC Counsellors will listen to your complaints, guide you through the required documentation, and refer to the relevant departments

Required Documents to file a complain

• CNIC
• Passport
• Proof of Payments /Receipts
• Employment Offer Letter If any
• Any document related to Agent or OEP which validate your complain

6. Contacts

List of Available complaint Mechanisms in Pakistan

Pakistani Associations abroad

This list provides you with associations in your country of work, study or residence – they can function as a support network and can guide you through grievance processes.