Adil Nawaz
The Khyber Pakhtunkhwa Right to Public Services Act, 2014 serves as a landmark law aimed at empowering citizens by guaranteeing timely access to essential public services. Enacted with a vision of enhancing accountability, transparency, and efficiency within public administration, the Act provides a legal framework that ensures citizens can hold public officials accountable for delays or deficiencies in service delivery. Essential services under the Act include the issuance of documents such as domicile certificates, birth certificates, driving licenses, and other vital records. These services often hold the key to accessing educational, employment, and legal opportunities, making timely access crucial for the socio-economic well-being of citizens.
The RTS Act incorporates several important provisions that outline the structure and process for citizens seeking public services. Section 3 of the Act establishes citizens’ right to receive these services within a specified timeframe, and Section 4 mandates that the government periodically notify the public about the specific services covered and the associated timelines. For instance, the issuance of a domicile certificate may need to be completed within seven days, ensuring citizens know exactly when to expect service completion. Furthermore, the Act establishes penalties for non-compliance by public officials, as stated in Sections 11 and 12. If a service is delayed or denied without valid reason, the responsible official may be fined between PKR 500 and PKR 25,000. Additionally, up to 70% of the fine can be awarded as compensation to the citizen, making the Act both a deterrent to negligence and a means of redress for citizens who face unnecessary delays.
One of the core strengths of the RTS Act is its structured appeal process. Under Section 6, if a service request is delayed or denied, the citizen has the right to appeal to an Appellate Authority within 30 days, and the authority must resolve the appeal within another 30 days. If unsatisfied, the citizen can escalate the matter to the KP Right to Public Services Commission, which oversees compliance with the Act. This appeal mechanism is designed to prevent bureaucratic roadblocks and ensure that citizens can seek timely redress. For example, in one instance, a resident from a rural district required a domicile certificate for a job application. Upon facing delays, he filed an appeal under the RTS Act, leading to the quick issuance of the certificate and a penalty imposed on the responsible official. This real-life case exemplifies how the Act enables citizens to demand efficiency and accountability from the public sector.
Despite its positive impact, the RTS Act faces several challenges that limit its effectiveness. Public awareness of the Act remains low, particularly in rural and remote areas, preventing many from leveraging their rights under the law. Moreover, while penalties for non-compliance are mandated, enforcement is sometimes inconsistent due to bureaucratic hurdles. Addressing these challenges requires proactive measures, such as government-led awareness campaigns, improved digital platforms for filing complaints, and streamlined processes to make it easier for citizens to report issues. Enhanced public awareness and accessibility can strengthen the Act’s impact and expand its reach, especially among marginalized communities.
In conclusion, the KP Right to Public Services Act, 2014 stands as a critical instrument for ensuring timely public service delivery and strengthening governance. By embedding accountability and providing a means of redress, the Act empowers citizens to actively participate in the governance process and demand quality public services. With increased awareness and consistent enforcement, this Act holds the potential to drive a more responsive and citizen-centric approach to public administration in Khyber Pakhtunkhwa, fostering trust between the government and the public it serves.