ahore hosted the International Ombudsman Institute Regional Meeting and International Conference 2025 from October 7 to 9. Ayesha Hamid, the Ombudsman Punjab, is a vice president of the IOI. This was the first time Pakistan was hosting the high-level global gathering of ombudsman institutions.

Delegates from Macao, Bahrain, Timor-Leste, Japan, Azerbaijan, South Africa, Austria, Gibraltar, Indonesia, the Kyrgyz Republic and Papua New Guinea shared experiences and explored new ways of strengthening the ombudsman’s role as a guardian of fairness and accountability. The conference was a shared reflection on justice and governance — values that transcend geography and politics.

Justice and the rule of law

The conference opened under the theme ‘Strengthening the Rule of Law through Ombudsman Institutions’. The first session, ‘Making the Rule of Law Accessible: The Ombudsman as a Bridge between People and Government’, emphasised the ombudsman’s role as a bridge between citizens and state institutions. The delegates highlighted how these offices ensure that justice remains accessible, especially for marginalised communities.

The next session, ‘Ensuring Accountability and Good Governance in Public Administration’, was about ethics and transparency. The participants stressed the need for oversight, innovation and citizen engagement to sustain trust in governance. The discussions reaffirmed the ombudsman’s unique position as both a moral compass and a practical mechanism for fairness — ensuring that governance remains responsive and people-centred.

Showcasing digital governance

The event also showcased Pakistan’s achievements in public service reform. IOI delegates from Timor-Leste, Indonesia, the Philippines and Azerbaijan visited the Ombudsman Punjab Head Office, where they were briefed on its Helpline 1050 and the Complaint Management System.

A live demonstration illustrated how technology is being used to promote transparency, efficiency and the timely redress of grievances. The delegates praised the Punjab’s initiatives as a model of digital governance and citizen-centred service delivery. A meeting with Ayesha Hamid underlined the ombudsman’s focus on institutional innovation and international collaboration, highlighting Pakistan’s emerging reputation for reform-driven governance.

Culture and diplomacy

Beyond formal sessions, the event celebrated Lahore — a city that blends tradition and intellect. The delegates visited Lahore Fort, Badshahi Masjid, the Wazir Khan Mosque, the Shahi Hamam, the Faqir Khana Museum, Shalimar Gardens, Aitchison College and the Bamba Collection, gaining a glimpse of the city’s layered history.

A live demonstration illustrated how technology is being used to promote transparency, efficiency and the timely redress of grievances. The delegates praised the Punjabi initiatives as a model of digital governance and citizen-centred service delivery.

Evenings brought cultural immersion. Guests enjoyed Lahore’s famed Food Street and witnessed the flag-lowering ceremony at Wagha Border. Some of the delegates said for them Lahore’s hospitality was as memorable as the conference itself. One of the participants described the city as ‘a place that doesn’t just host its guests but also embraces them.’

The conference, thus, became a model of how cultural diplomacy complements institutional cooperation, creating friendships that endure beyond official platforms.

Pakistan on the global ombudsman map

The Punjab ombudsman’s engagement with the guests extended beyond Lahore. The office participated in the IX International Scientific-Practical Conference on Human Rights Protection, themed, Human Rights Protection in the Context of Digitalisation of Society. The dialogue explored how rights can be safeguarded in the digital age — from online privacy to equitable access to information.

The Ombudsman Punjab also represented Pakistan at the Public Protector South Africa’s 30-Year Anniversary International Conference, titled 30 Years of Strengthening Constitutional Democracy — A Transformative Journey. As Second Vice President of the IOI and IOI Asian Regional Director, Ayesha Hamid joined a panel discussion on Designing Capture-proof Institutions — A Multi-sectoral Approach, reflecting on how independent bodies can resist political interference while protecting citizens’ rights.

In the same spirit, the office participated in the 18th General Assembly and 26th Board of Directors Meeting of the Asian Ombudsman Association in Nanjing, China, under the theme Effective Ombudsmanship for People’s Livelihood. The gathering highlighted cooperation, accountability and innovation for citizens’ welfare across Asia.

Expanding international recognition

The Ombudsman Punjab also joined the European Ombudsman Institute General Assembly 2025 in Novi Sad, Serbia, on October 28 — marking the first such participation as a full member. Representing Pakistan, Ayesha Hamid highlighted the office’s 97 per cent complaint resolution rate and its commitment to transparency and service excellence. Members underscored the importance of collaboration among ombudsman institutions to strengthen governance and human rights globally.

A broader message

Taken together, these initiatives reflect Pakistan’s growing voice in shaping global conversations on governance and rights. The conference demonstrated how a provincial institution, through professionalism and innovation, can align local reform with international best practices.

As delegates departed, they had more than institutional experiences; they also carried with them the memory of a city that speaks the language of both history and humanity. The success of the conference reaffirmed the strength of Pakistan’s institutions and the openness of its people.

Lahore reminded the world that diplomacy need not always be declared — sometimes, it is simply lived.

The writer is media coordinator at the office of the Ombudsman Punjab. He can be reached at [email protected]