How to Settle a Dispute Through the Wafaqi Mohtasib's IRD Mediation Programme in Pakistan
The Wafaqi Mohtasib IRD programme settles small disputes by mediation, not a court case. See what it takes, how a case runs and when to use another route.
Short answer: The Wafaqi Mohtasib (Federal Ombudsman) runs a mediation programme called the Informal Resolution of Disputes, or IRD. It works like a jirga. An officer calls both sides and tries to settle the dispute without a formal case. Both sides must agree. From April 2022 to April 2026 it received 20,343 complaints and resolved 19,727.
Most people only know the Federal Ombudsman as the place to complain about a federal office. The IRD page on the same site describes a second job. It takes grievances that fall outside the Ombudsman's formal powers, such as a small money dispute with a private party, and tries to settle them by agreement.
We read the IRD page, the Ombudsman's FAQ page and the news page on 12 October 2026. The figures below are the Ombudsman's own. We did not run an IRD case ourselves.
IRD is mediation, not a court case
IRD is a mediation method like a jirga or panchayat. Officers of the Wafaqi Mohtasib use phone calls and polite letters to bring both sides to an agreement. Nobody is ordered to pay. The result stands only if both sides agree.
The legal base is Article 33 of the Presidential Order 1 of 1983. It lets the Mohtasib and staff informally conciliate and settle a grievance "without written memorandum and without the necessity of docketing any complaint". In plain words, no formal file or notice is needed.
The page also describes the focus. It says the aim is to reach a settlement through mediation and persuasion rather than strict procedure.
What kinds of disputes IRD takes
The IRD page lists small contractual claims, negotiable instruments, delays in pension and pension benefits, delays in medical claim reimbursement, and delay or refusal of housing subsidies or hiring facilities. It also takes any dispute where both parties agree to use the Ombudsman's good offices.
| Type of grievance named on the IRD page | Example in plain words |
|---|---|
| Small contractual claims | A supplier or contractor has not paid a small bill |
| Negotiable instruments | A dispute over a cheque or similar paper |
| Pension and pension benefits | A retired employee or family waits for payment |
| Medical reimbursement | A claim for treatment costs is delayed |
| Housing subsidy or hiring facilities | A subsidy or facility is refused or delayed |
The page says IRD also covers grievances that fall outside the Mohtasib's formal jurisdiction. These are processed only with the consent of the parties involved.
How an IRD case runs
You send your grievance to the Mohtasib's head office or a regional office, or by post or online. An officer reviews it and contacts both parties. If the other side is a private party and does not agree to take part, the file is closed without action.
- Write your grievance in a few lines with dates, names and amounts. Attach any papers.
- Send it to the Wafaqi Mohtasib head office or a regional office, by post, by email, online or by phone on 1055.
- An officer reads it and checks whether it fits IRD.
- The officer contacts the other side by phone or letter and asks for consent to mediation.
- If both agree, the officer holds telephone talks or a joint sitting to reach a settlement.
- If the private side refuses, the officer may ask you to obtain consent. If you cannot, the file is consigned to record without any action.
The Ombudsman has also published an IRD guidebook and a user guide for its complaint system on the same site. Our guide on how to complain to the Wafaqi Mohtasib sets out the formal route if mediation is not what you need.
IRD results the Ombudsman reports
The IRD page says that from April 2022 to April 2026 the head office and regional offices received 20,343 complaints. It says 19,727 were resolved and 616 were still under process. That is about 97 per cent resolved, on the Ombudsman's own count.
| IRD figure, April 2022 to April 2026 | Number |
|---|---|
| Complaints received | 20,343 |
| Resolved | 19,727 |
| Under process | 616 |
These numbers are reported by the office itself and we could not check them independently. They also count only cases that reached IRD. A refused file is not a settlement. The Ombudsman also announced a revamped IRD programme on 15 June 2026, which the home page lists.
When IRD is not the right route
Use the formal complaint route when your problem is maladministration by a federal office and you want a decision. Use a court when the other side refuses mediation and you need an order. IRD cannot force a private party to join.
The formal route has its own rules. A formal complaint to the Wafaqi Mohtasib must be filed within three months of the cause of grievance, with exceptions for good reason. A decision can be reviewed within 30 days, and a representation can go to the President, as our guide on challenging an ombudsman decision explains.
If a cheque bounced, read what to do when a cheque bounces first, because strict time limits apply there. If you cannot pay a lawyer, see how to get a free lawyer in Punjab.
Common questions
Does IRD cost money?
The IRD page calls it inexpensive and cost effective but states no fee. The Ombudsman's FAQ says no fee is charged for filing a complaint and no lawyer is needed. Ask the office before paying anything.
Can IRD force the other side to pay?
No. It is voluntary mediation with the consent of both parties. If a private party refuses, the file is closed without action.
Is the IRD decision legally binding?
The page describes a settlement reached by agreement. It does not describe a court-style order. If you need an enforceable order, take the dispute to a court.
Can I use IRD against a private company?
The page says grievances outside the Mohtasib's jurisdiction can be processed with the consent of the parties. A private company must agree to take part.
How do I contact the Wafaqi Mohtasib?
The home page lists 1055 for general complaints, 1056 for children's complaints and registrar.isb@mohtasib.gov.pk. The FAQ also lists complaints@mohtasib.gov.pk, a mobile app and the online form.
How we verified this
What we checked, where we read it, and what we could not confirm.
We read the Wafaqi Mohtasib IRD page, FAQ page and news page at mohtasib.gov.pk on 12 October 2026. We did not read the IRD guidebook PDF in full. The IRD page does not give a time limit or a fee, so we state none. Figures are the Ombudsman's own and run to April 2026.
About the author
Senior Writer, Public Services and Technology
Shahid joined us in 2024 as an author. He is a senior contributor to Pakistan's leading technology websites. He writes detailed articles, mostly covering his expertise in the latest tech, mobiles, apps, gadgets, and step-by-step guides. His ideology is to help people understand the latest trends and explain complex methods through very easy-to-understand guides.
