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As Director General, National Police Bureau, his responsibilities included acting as

Member/Secretary of National Police Management Board (the top professional body of police

chiefs in Pakistan). In this key strategic position, he contributed extensively to reshapingpolicing and counterterrorism policy in Pakistan. In 2000, he was seconded to work as

consultant in the National Reconstruction Bureau of Pakistan when he co-authored the Police

Order 2002, which replaced the 141-year-old police law in Pakistan. He has also served as

Director General, Bureau of Police Research & Development,

Ministry of Interior & Narcotics Control (2000-2001), police chief of Karachi from 1995-96,

chief of Rawalpindi Police (1993- 95), Deputy Commandant, National Police Academy (1991-

93), and Director, Federal Investigation Agency from 1989-91.

He is regarded as a leading police reform and counterterrorism expert in

South Asia. He is a visiting criminal justice expert at the United Nations

Asia and Far East Institute on Crime Prevention and Treatment of

Offenders (UNAFEI), Tokyo; advisor, Turkish National Police; and a

resource person with several national and international organisations, including UnitedNations Office on Drugs and Crime. He is also International Director of Asia Crime Prevention

Foundation, Tokyo.

He has an MSc (Econ.) in criminology and a PhD in white-collar crime from Cardiff University

(Wales). He is author of several publications and articles, published both in Pakistan and

abroad. He is regularly invited to speak at various international conferences around the

world.

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Contents Role of Public Ombudsman Federal Tax Ombudsman Pakistan Organization

Legal Framework

Charter Vision, Mission and Values

Offices

Interaction with civil society

Enhancing civil societys role

Grievance redressal

Disposal of Complaints Disposal of Review Applications www.fto.gov.pk

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Role of Public Ombudsman

To address public complaints of maladministration

To prevent abuses by acting as a watchdog of

bureaucracy To propose systemic rationalization and reform in

relevant laws/procedures

To make bureaucracy more transparent and

responsive

To vindicate public servants when unjustly accused

To lessen publics alienation from government

www.fto.gov.pk

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Federal Tax Ombudsman

Organization

AdvisorsAdvisors SecretarySecretary AdvisorsAdvisors

Consultants / Experts

FTOFTO

Other Staffwww.fto.gov.pk

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The Federal Tax Ombudsman:Legal Framework

The Establishment of the Office of

Federal Tax Ombudsman Ordinance,2000

Investigation and Disposal of ComplaintsRegulations, 2001

www.fto.gov.pk

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Charter ofF

ederal Tax Ombudsman Redressal of taxpayer grievances againstmaladministration by Tax Employees of Revenue

Division / Federal Board of Revenue dealing with the

following taxes: Income Tax

Sales Tax

Customs

Federal Excise

Own-motion diagnosis of systemic defects and

shortcomings causing taxpayers grievances

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Charter ofF

ederal Tax Ombudsman Investigating cases of maladministration referred by:

The President of Pakistan

The Senate

The National Assembly

The Supreme Court of Pakistan

The High Courts

www.fto. ov. k

Continued

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The Federal Tax Ombudsman:Its Vision, Mission and Values

VisionEliminating tax maladministration

MissionRedressing taxpayers grievancesValues

Integrity

Efficiency Impartiality

Accessibility

Transparency www.fto.gov.pk

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Faisalabad

Gujranwala Sialkot

Multan

Sukkur

Hyderabad

Head OfficeExisting OfficesProposed New Offices

Federal Tax Ombudsmans

Offices in PAKISTAN

www.fto.gov.pk

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Disposal of Complaints13 037 12 824

213

0

4 000

8 000

12 000

16 000

2000 - 2009

Complaints

Disposal

Un n sti ation

D

isposal 98.4%

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931890

41

0

200

400

600800

1 000

1 200

2000 - 2009

Review Petition

Disposal

Under Investigation

Disposal95.6%

Disposal ofReview Applications

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EnhancingR

ole of Civil Society Establishment of online Complaint Management

and Decision Support System to ensure:

Paperless Environment

E-filing & E-correspondence

Video conferencing

Cost-free filing of complaints

www.fto.gov.pk

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The Federal Tax Ombudsmans Organization

AdvisorsAdvisors SecretarySecretary AdvisorsAdvisors

Consultants / Experts

FTOFTO

Advisors(Regional Office)

Karachi

Advisors(Regional Office)

Quetta

Advisors(Regional Office)

Lahore

Advisors(Regional Office)

Peshawar

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Offices ofFTO Pakistan(Proposed)

Faisalabad Sialkot Gujranwala Multan Sukkur Hyderabad

Islamabad(Head Office)

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Complaints

72 72

1782 1782

1 49 1 491681 1681

10101010

1449 1448 1414 1411

20 0 2043

63

432

0

400

800

1200

1600

2000

2001 2002 2003 2004 200 2006 2007 2008 2009

ComplaintsDisposal

alance NIL NIL NIL NIL NIL 1 3 7 203

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Review Applications before atF

ederal Tax Ombudsman

62 62

142 142

214 214

94 94 8383

99 99 99 94 99 92

399

0

40

80

120

160

200

240

2001 2002 2003 2004 200 2006 2007 2008 2009

Review PetitionDisposal

Disposal 100% 100% 100% 100% 100% 100% 94.9% 92.9% 23.1%

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TheF

ederal Tax OmbudsmansR

ole Oversight of administration of Federal taxes

Redressing taxpayers complaints against tax

maladministration Diagnosing systemic issues/shortcomings of tax

administration

Proposing systemic reform to forestall repetition of

the maladministration

Getting studies/research conducted on reducing tax

maladministration www.fto.gov.pk

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Thank you

www.fto.gov.pkhttp://www.facebook.com/pages/Federal-Tax-

Ombudsman-

Pakistan/112353855444505?created