By Our Correspondent
LAHORE: comprehensive media briefing on the performance and achievements of the Federal Tax Ombudsman was held on Thursday, 27 November, at the FTO Regional Office Lahore, highlighting historic reforms, unprecedented taxpayer relief, and nationwide outreach accomplished under the leadership of Dr Asif Mahmood Jah, Hilal-e-Imtiaz, Sitara-e-Imtiaz.
Read also:FTO receives record 23,000 complaints in six months: Dr. Asif Mahmood Jah
The session was conducted by Abdul Basit Khan, Advisor Media, FTO Lahore, who explained the major areas of institutional progress during the past four years.
Prominent members of the media and business community attended the event and expressed strong confidence in the FTO’s performance. Founding member of the Sheikhupura Chamber of Commerce and leading businessman Manzoor-ul-Haq praised the vision of Dr Asif Mahmood Jah and described the FTO as the most effective and accessible ombudsman institution in Pakistan, providing swift, transparent, and inexpensive justice to traders and taxpayers.
Renowned cartoonist Javed Iqbal of Daily Jang also lauded Dr Jah’s efforts, noting that the volume of public relief and refunds issued in recent years had set new benchmarks for accountability and taxpayer facilitation. Senior journalist Ashraf Sohail appreciated the service-oriented approach of Dr Jah, stating that his tenure revived taxpayers’ confidence in the state’s grievance-redressal machinery and delivered genuine relief to those historically deprived of timely justice.
The FTO’s 2025 Newsletter revealed key performance indicators for January to September 2025. The institution received 22,990 regular complaints, 5,609 informal complaints, and 123 review cases. A total of 25,506 cases were disposed of, including 1,840 carried forward from the previous year. Overall, 28,602 complaints were handled during the period, with an average disposal time of 39.30 working days. This efficiency was maintained despite a rising workload, as disposal timelines improved significantly compared to earlier years.
The average processing time fell from 41.06 days in 2021 to 34.39 days in 2022 and 34.11 days during 2023 and 2024, before stabilizing at 39.30 days in 2025 amid increased complaint volumes.
Refunds issued under Dr Jah’s tenure reflect record-breaking taxpayer facilitation. In 2021, refunds stood at Rs 8.499 billion, followed by Rs 7.081 billion in 2022. The figure surged to Rs 17.742 billion in 2023 and Rs 22.793 billion in 2024. During the first nine months of 2025 alone, refunds reached Rs 14.696 billion. These payouts helped thousands of traders, SMEs, exporters, and manufacturers overcome liquidity shortages and regain financial stability at a crucial time.
Institutional growth and strengthened credibility were also central themes of the briefing. Over the past four years, 57,552 complaints were registered and 52,985 cases were disposed of, a volume surpassing the total handled by the institution in the previous two decades. The quality of decisions also improved, as review cases requiring correction at the Presidency dropped from 10.95 percent in 2022 to 5.88 percent in 2025, reflecting the legal robustness and accuracy of FTO orders.
Speakers at the event emphasized the expansion of national outreach and awareness campaigns spearheaded by Dr Jah. More than 655 seminars were conducted across Pakistan, supported by strong partnerships with chambers of commerce and the appointment of honorary advisors from the business community. Media campaigns were launched to promote tax awareness, encourage compliance, and ensure wider accessibility for the public. These initiatives significantly enhanced the visibility of the institution and allowed relief and guidance to reach even the most marginalized taxpayers.
The event concluded with broad acknowledgment of the Federal Tax Ombudsman’s commitment to transparency, fairness, and timely grievance redressal. Participants agreed that under the leadership of Dr Asif Mahmood Jah, the FTO has emerged as one of Pakistan’s most trusted and high-performing ombudsman offices, delivering historic relief to traders, business owners, and ordinary taxpayers.
