06/08/2026
*Press Release - 6/8/2026*
*Peshawar:* Special Secretary (Establishment & Autonomous Bodies), Elementary & Secondary Education Department (E&SED), Muhammad Masood, chaired an important meeting regarding coordination and connectivity between departmental complaint cells and the Chief Minister’s Complaint Cell to strengthen the public complaint redressal mechanism across the education sector.
The meeting was attended by the Managing Director ESEF, Chairman Textbook Board, Director General EMA, Managing Director PSRA, representatives of all BISEs, Director DCTE, Director DPD, Chief Planning Officer, Director E&SE, Director EMIS, District Education Officers (Male & Female) from across Khyber Pakhtunkhwa, Section Officers of E&SED and other relevant officials.
During the meeting, Special Secretary Muhammad Masood emphasized the need for an efficient, transparent and citizen-centric complaint redressal system to ensure timely resolution of public grievances. He directed all field formations and attached departments to nominate dedicated focal persons for effective coordination, monitoring and prompt disposal of complaints.
The participants were informed that a formal Complaint Management Cell has been established in the Elementary & Secondary Education Department under the supervision of the Special Secretary (E&ABs). The Cell comprises the Section Officer (Complaints), Assistant Director IT and Communication Specialist and will serve as the central coordination platform for monitoring, tracking and facilitating the resolution of complaints received from citizens through various channels.
The meeting also discussed measures to strengthen coordination with the Chief Minister’s Complaint Cell, improve response timelines, establish effective complaint tracking mechanisms and enhance accountability across all tiers of the department. It was agreed that public feedback and citizen response regarding complaint resolution shall be regularly obtained, analyzed and incorporated into the monitoring framework to further improve service delivery and citizen satisfaction.
Special Secretary Muhammad Masood directed all concerned officers to ensure proactive engagement and timely redressal of public grievances, reaffirming the department’s commitment to transparency, responsiveness and improved public service delivery.
The Special Secretary also unequivocally conveyed the message of the worthy Chief Minister Khyber Pakhtunkhwa and Chief Secretary Khyber Pakhtunkhwa regarding proactive citizen facilitation, responsiveness to public concerns and ensuring that complaints are addressed promptly, efficiently and in a citizen-friendly manner.
