Introduction to Complaints
In accordance with the Islamabad Healthcare Regulations Act, 2018, the Islamabad Healthcare Regulatory Authority (IHRA) recognizes that complaints provide direct insight into the challenges faced by the public within healthcare systems and services.
To address these concerns, IHRA has established a dedicated Directorate of Complaints under the Act. This Directorate is responsible for receiving, managing, and resolving complaints, with the core aim of improving the quality of healthcare services, systems, and outcomes across Islamabad.
The purpose of the Directorate is to protect patient rights, ensure that healthcare establishments (HCEs) comply with relevant rules and regulations, and support overall enhancement of healthcare delivery.
Purpose of Complaint Management
The Islamabad Healthcare Regulatory Authority (IHRA) provides a fair and accessible system for addressing complaints related to healthcare services. By investigating issues of negligence, malpractice, and misconduct, IHRA works to protect patient rights, support healthcare providers, and ensure safe, reliable healthcare across Islamabad.
Types of Complaints
The Authority may investigate a broad range of matters, including the following examples:
- Unreasonable delay in providing medical care
- Lack of informed consent
- Failure to ensure sufficient services for clinical management, covering assessment, diagnosis, treatment, and follow-up
- Providing treatment without adequate competence, personnel, equipment, or facilities, and failing to ensure proper clinical assessment and/or diagnosis
- Failure to properly maintain or protect medical and other records in line with the Authority’s prescribed Standards (MSDS)
- Lack of foresight and precaution in guarding against system failures and possible mishaps
- Imposing inappropriate and excessive charges for medical services or procedures
- Failure to maintain proper records
- Inability to prevent redundant or avoidable medical interventions
- Lack of mechanisms to address and prevent sexual harassment or unprofessional behavior at the healthcare facility
- Refusal to hand over patient medical documentation
- Deficient medical credentials or qualifications of staff and other members of the Healthcare Establishment, whether directly providing healthcare services or not, including (but not limited to) those engaged under contractual arrangements with the Healthcare Establishment or the Healthcare Service Provider, as applicable.
- Providing treatment without adequate competence, personnel, equipment, or facilities, and failing to ensure proper clinical assessment and/or diagnosis
- Harassment of a Healthcare Service Provider or any member of the Healthcare Establishment’s staff, including but not limited to verbal, psychological, or physical harassment.
- Damage to the reputation of the Healthcare Establishment;
Management of Complaints
Legal Mandate
Legal context of the Directorate of Patient Rights and Complaints
Relevant Provisions under IHRA Act 2018
Enquiry, Inspection and Investigation
The Directorate is responsible to enquire into any maladministration, malpractice and failures in the provision of healthcare services and issue consequential advice and order.
Section 4(2)(e)
The Directorate has the power to make inspections and undertake investigations upon complaints received against the HCEs.
Sections 22 & 4(7)
The Directorate is responsible to prescribe the procedure for the conduct of investigation to be carried out by the Commission under this Act.
Section 23
Imposition of Penalties and Fines
The Directorate may impose and collect penalties on violation, breach or non-compliance of the provisions, rules, regulations, standing order and instruction issued under this Act.
Section 4(2)(g)
The Directorate may suspend a licence of a healthcare establishment if repeated cases of medical negligence of the same nature have proved against the HCE.
Section 18(2)
The Directorate may impose a fine of fifty thousand rupees (Rs 50,000) upon a healthcare service provider, who gives false information, refuses or fails without reasonable cause to furnish information to the inspection team.
Section 22(5)
The Directorate may impose a fine, which may extend to five hundred thousand rupees (Rs 500,000) upon any person, who fails to comply with the final decision or recommendation of the Commission.
Section 38
File a Online Complaint
File a complaint online
It is recommended that a system-level filter be implemented, whereby any complaint submitted more than 60 days after the incident date is automatically identified and excluded from processing.
Complaint Forms
Affidavit in Urdu
Affidavit in English
Complaint Form Urdu
Complaint Form English
Complaint Flowchart
Frequently Asked Questions
Who can complain with IHRA?
What can I complain about?
What types of complaints cannot be entertained by the Authority?
Is there a prescribed period for complaining to IHRA?
What is the procedure for filing a complaint with IHRA?
What information should my complaint contain?
Do I need to visit IHRA personally during the complaint proceedings?
Is it possible to postpone a complaint hearing?
How will I know the outcome of my complaint?
Is there an appeal process if I am dissatisfied with IHRA’s decision?
Is the complaint process confidential?
What action is taken if someone files a false complaint?
Pakistan Red Crescent Society, Disaster Management & Logistic Center, 2nd and 3rd Floor, H-8/2, Islamabad
Mon – Fri: 8:30 am – 4:30 pm