Citizens waiting for passports complained to the minister about administrative problems and the alleged involvement of agents at the office. Several visitors said they had been standing in queues since morning without their turn coming.
One citizen alleged that he had paid Rs5,500 to an agent, while others complained that agents demanded additional money for expediting passport processing. An elderly citizen also said he had been told that his passport, which was due for delivery, had not yet been printed.
Taking notice of the situation, Naqvi ordered the removal of Passport Office In-charge Shehzad Aslam over alleged mismanagement and negligence in the performance of his duties.
He also ordered the removal of the Deputy Director Anti-Corruption FIA Lahore over the alleged presence of an agent network at the passport office.
The interior minister directed relevant officials to immediately address the complaints raised by citizens and improve service delivery.
“I personally apologise to you. This situation is extremely regrettable. Such treatment of citizens is unacceptable,” Naqvi told visitors.
He said there would be no compromise on providing fast and better services to citizens at passport offices and warned that disciplinary action would be taken without discrimination over negligence or dereliction of duty.
Naqvi added that facilitating citizens was both the government’s responsibility and duty, and directed authorities to take effective measures to resolve public complaints at passport offices.