One window facilitation desk at Karachi airport starts from August 6 2015


Peshawar airport desk from August 28 2015

One Window Facilitation Desk (OWFD) for overseas Pakistanis is going to initiate its operations at Jinnah International Airport (JIAP), Karachi from August 6. According to sources, the decision to establish OWFD was made at a meeting headed by Hafiz Ahsaan Ahmad Khokhar, Senior Advisor (Law) Registrar, Grievance Commissioner for Overseas Pakistan to resolve the problems being faced by overseas Pakistanis at countrywide airports.

First and second facilitation desks have been established at Islamabad and Lahore airports in May and June 2015, respectively. And now, the third OWFD is going to start working at JIAP from August 6, 2015. They said that duty officer from 12 government agencies would present at facilitation desk to maintain computerised record of resolved queries independently, and would also follow up the unsettled queries till their resolution under intimation to the complainant, head of agency and Grievance Commissioner on daily basis.

They said that each agency would appoint its most senior officer as focal person or co-ordinator for all matters of facilitation desk and for co-ordination with Grievance Cell and added that CAA would act as complaints handling and co-ordination agencies for those one window facilitation desk at airports and would report to the office of Grievance Commissioner for Overseas Pakistanis.

Moreover, they said all represented agencies, which were made part of the Functional Control Committees, would submit progress report in monthly meetings co-ordinated by CAA. Replying to a question, they said it would be ensured that sufficient number of complaints/suggestion boxes would be available at one window facilitation desks and other premises of airports and added that standees and banners of facilitation desk would also be displayed by each agency for awareness of public.

They said CAA would streamline the working of taxis on all international airports as per international practice and heads of all agencies would also submit regularly fortnight reports on the complaints and suggestions received from Overseas Pakistanis at respective airports or on their websites and added that action against the complaints should also be communicated to the Grievance Commissioner.

They said that on the directives of Hafiz Ahsaan, representatives of all 12 agencies including NADRA, CAA, Anti-Narcotics Force, and Directorate of Passport & Immigration were deputed round the clock at the desk to facilitate 7.5 million overseas Pakistanis. Furthermore, they said that fourth OWFD would be opened at Bacha Khan International Airport, Peshawar on August 28, 2015.

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