Naqvi orders passport officials removed over public complaints
The minister expressed strong displeasure over long queues, vacant counters, and delays faced by citizens seeking passport services. Several citizens approached Naqvi during the visit and complained about poor services and lengthy waiting times. The situation prompted immediate action against officials responsible for managing the office.
Citizens complain of hours-long delays
Citizens told the interior minister that they had been waiting at the passport office since morning. Some said they had spent more than four hours waiting for their turn, while several counters remained vacant.
The complaints raised concerns about staff attendance, counter management and the overall efficiency of the passport office. Naqvi listened to the complaints and reviewed the situation on the spot.
A citizen alleged paying Rs5,500 to an agent
Some citizens also complained about the alleged presence of agents outside the passport office. They claimed that agents were demanding money from people in exchange for getting their passport-related work processed quickly.
One citizen told Naqvi that he had paid Rs5,500 to an agent. The allegation prompted the minister to order action against officials responsible for monitoring the situation around the passport office.
Elderly citizen complains about passport delay
An elderly citizen also approached Naqvi and complained about a delay in receiving his passport. He said he was supposed to receive his passport that day but was later informed by the staff that it had not yet been printed.
The complaint added to concerns raised by other citizens about delays and a lack of proper communication at the office. Naqvi assured citizens that their complaints would be addressed.
Passport office officials removed
After reviewing the situation, Naqvi ordered the removal of Passport Office In-charge and Deputy Director Shehzad Aslam. The action was taken over what the minister described as mismanagement and negligence in the performance of duties.
Naqvi also directed authorities to take action against officials responsible for ensuring the proper operation of the office. The minister made it clear that negligence in public-facing services would not be tolerated.
FIA official also ordered removal
Naqvi further directed the removal of the Deputy Director of the Federal Investigation Agency’s Anti-Corruption unit in Lahore. The order came amid complaints about the alleged presence of an agent network outside the passport office.
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The minister instructed the relevant authorities to take immediate steps to address the complaints and improve the situation. Further action could follow if an investigation confirms wrongdoing or negligence.
Naqvi apologises to citizens
Naqvi personally apologised to citizens for the difficulties they faced at the passport office. He described the situation as extremely regrettable and said citizens should not have to face such treatment while seeking government services.
The minister directed officials to address the complaints without delay. He also stressed the need for better management and faster processing at passport offices.
No compromise on public services
Naqvi said there would be no compromise on providing fast and efficient services to citizens. He warned that disciplinary action would be taken without discrimination against officials found negligent in performing their duties.
The minister said government offices must provide services in a manner that respects citizens’ time and concerns. He also emphasised that complaints about delays and poor service should be addressed promptly.
Improving passport services remains a priority
Naqvi said providing facilities to citizens was both the government’s responsibility and its duty. The surprise visit highlighted the problems citizens can face when counters remain vacant, and services are delayed.
The action against officials is intended to send a clear message that negligence at public offices will not be ignored. The authorities will now be expected to improve operations at the Garden Town Passport Office and ensure that citizens receive services without unnecessary delays.
