Patents Office Charter and Customer Service Standards and Feedback

The Patents Office is part of the IPO Pakistan. Our task is to help stimulate innovation and raise the international competitiveness of Pakistani industry through Intellectual Property Rights (IPR). These rights are:

1 patents which protect the technical and functional aspects of products and processes
2 designs which protect the visual appearance or eye appeal of products

Performance Against Agency Targets

Performance targets, which focus on the core business activities of the Office, are agreed with Ministers at the beginning of each financial year.

Performance Against Customer Service Standards

We believe it is important that customers should know what level of service they can expect from ourselves. Our service standards, which have been drawn up in consultation with customers and staff, cover the major transactions carried out by each operational area of the Office. These standards are reviewed periodically to see if our service levels can be improved upon.

Our Complaints Procedure

The Patents Office is committed to providing high quality best value services.
If things go wrong we want to know.
If you wish to complain about the quality of service you have received from us and cannot resolve the problem with the person you have been dealing with or his/her manager, please write to:

The Patents Office, Karachi.
2nd Floor,
Kandawala Building,
M A Jinnah Road,
Karachi, Pakistan.

Customer

We value customer feedback very highly. It is of great benefit to us as we continue to improve on our performance as a customer focussed organisation and it helps us to develop our services as fully as possible to ensure that they relate as closely as possible to the needs of our customers. Our aim is to provide what you want, when you want it since we believe that you should get the best possible service from us at all times. Occasionally this isn’t possible and the service you receive may not be as good as you would like. Your feedback is, therefore, very important because it tells us what we’re getting wrong and how you think we could do it better. It can also tell us what we’re doing right! We are always keen to receive your feedback on the services we provide and on any other aspect of our performance.
The aim of this page, therefore, is to encourage you to provide us with your feedback and also to show you (see below) how we act on the feedback we receive and what we have done as a result of it. If we cannot act on it for whatever reason, we will tell you why we cannot make the changes you have suggested.
If you would like to send us any comments or suggestions on how we could improve our services to our customers, please contact us in any of the following ways (when you contact us, we would be grateful if you could indicate whether you agree to your feedback comments, but not your personal details, appearing on our web site):

Fill this  Feed Back Form.

Patents Office Publication Scheme

The purpose of this publication scheme is to set out:
Classes of information we commit to publish as a matter of course
How this information will be published
Whether the information is available free of charge or on payment

The Central Enquiry Unit

The Central Enquiry Unit is often the first point of contact for members of the public and a constant point of contact for our other customers. The purpose of the Central Enquiry Unit is to provide all customers with a quality personal, telephone and e-mail enquiry service.