Children's Complaint Office - Monthly Report (June 2011)

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Review Report

Childrens Complaint OfficeJanuary June 2011

C H I L D R E N S C O M P L A I N T O F F I C E

W A F A Q I M O H T A S I B S E C R E T A R I A T

I S L A M A B A D


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Table of Contents

INTRODUCTION 1

COMPLAINTS AND INVESTIGATIONS 1

MODES OF COMPLAINTS 1

COMPLAINTS STATUS 2

REVIEW OF CASES/COMPLAINTS: 4

Death of a child due to alleged negligence by wapda 4

Demolition of Bridge leading to School 4

UPDATE ON THE CCOS ACTIVITIES

Dissemination Workshop on Juvenile Justice Reforms in Pakistan (29th

June, 2011) 6

Coordination Meeting (24th

June, 2011) 7

Training of Officers from Ombudsman Secretariat Khyber Pukhtunkhwa (4th

May, 2011) 7

Consultancies 8

SOCIAL MOBILIZATION 8

Meeting with the National Institute of Child Health, Karachi April 2011 9

Meetings with CSOs and Media 9

HCCOs visit to Provinces (Punjab) - (January, April 2011) 9

HCCOs visit to Provinces (Khyber Pukhtunkhwa) - (February, April 2011) 10

HCCOs visit to Provinces (FATA) - (February, April and June 2011) 10

CCO Training Modules to be included in the Curriculum of NSPP 11

National Plan of Action for Children 11

AWARENESS CAMPAIGN

HCCOs Interview on Child Rights TV, 7th

June 2011 12

Media coverage 12

School Visits and Online Awareness 13

Website 14


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Acronyms

Childrens Complaint Office CCO

Complaint Management Information System CMIS

Child Rights Steering Committee CRSC

Civil Society Organization CSO

Data Control Office DCO

Federally Administered Tribal Areas FATA

Head of Childrens Complaint Office HCCO

Head Office HO

National Database and Registration Authority NADRA

National Commission of Child Welfare and Development NCCWD

National Institute of Child Health NICH

National Plan of Action NPA

National School of Public Policy NSPP

Responsive, Enabling and Accountable Systems for Childrens Rights REACH

Regional Office RO

United Nations Convention on the Rights of the Child UNCRC

Water and Power Development Authority WAPDA

Wafaqi Mohtasib Secretariat WMS

Zarai Taraqiati Bank Ltd. ZTBL

Juvenile Justice System Ordinance JJSO


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1

INTRODUCTION

The Childrens Complaint Office (CCO), established under the Responsive, Enabling

and Accountable Systems for Childrens Rights (REACH) project, serves as a

dedicated instrument for receiving and resolving complaints from and about children,against maladministration in any federal agency.

Protection of the rights of children constitutes an important aspect of the

responsibilities of the State and this project will help Pakistan in implementing the

United Nations Convention on the Rights of the Child (UNCRC), with special

reference to Article 12 which is as follows:

A child shall in particular be provided the opportunity to be heard in any

judicial and administrative proceedings affecting the child, either directly, or

through a representative or an appropriate body, in a manner consistent withthe procedural rules of national law

COMPLAINTS AND INVESTIGATIONS

The Children Complaint Office can investigate complaints about services provided to

children and young people less than 18 years of age by federal agencies. CCO is

promoting childrens rights and welfare by providing an independent voice on behalfof children and young people in Pakistan and affording children and young people

opportunities to be heard in relation to issues that affect them.

Complaints can be made by adults and children. Before the Office can investigate a

complaint made by someone under the age of 18, it must inform their parents or

guardians.

MODES OF COMPLAINTS

Complaints to the ombudsman can be made by telephone, mail, fax, email, or by

submitting an electronic complaint form which is accessible on the Wafaqi Mohtasib

Secretariat (WMS) website. The WMS is required by law to keep the identity of

complainants confidential unless the complainant gives the ombudsman permission

to disclose his or her identity.


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2

COMPLAINTS STATUS

In the month of June 2011, a total of 10 complaints were lodged. Of these, 2 were

registered via personal visit and 3 via telephone. The remaining complaints were

submitted online directly into the Complaint Management Information System (CMIS).All 10 complaints were registered at HO Islamabad.

The graph below shows the total number of complaints received month-wise for the

year 2011.

Visit

20%

Telephone

30%

Online (CMIS)

50%

Complaints by Mode of Registration,June 2011

0

2

4

6

8

10

12

14

16

18

January February March April May June

Complaints Received, 2011

January February March April May June


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For the month of June 2011, cases were lodged against the following organizations:

- Education Division (1 Admissible)

- Provincial Health Department (KPK)

- Provincial Education Department (Punjab)

- NADRA (1 Admissible)

- ZTBL - Finance Division

- WAPDA (IESCO) (1 admissible)

- Sindh Police

REVIEW OF CASES/COMPLAINTS:

DEATH OF A CHILD DUE TO ALLEGED NEGLIGENCE BY WAPDA

The Federal Ombudsman took Suo Moto notice of the death of a 10 year old boy in

Islamabad, when the incident was reported in a newspaper (The News, 24

th

June,2011).

The story reported that the boy was fatally electrocuted on the roof of his house byhigh voltage wires, where he had gone to recover his ball. Negligence by IESCO

officials was alleged in the news story as a similar incident had already taken place a

month earlier. It was also reported that several complaints were previously forwarded

to the IESCO Executive Engineer yielding no action.

The Investigating Officer directed the Chief Executive of IESCO to submit a detailed

response to the allegations contained in the news story. Further action on the case

awaits IESCOs response.

DEMOLITION OF BRIDGE LEADING TO SCHOOL

A student resident in a katchi abadi in Islamabad complained that a bridge over a

stream (nullah) that she used to walk to school had been demolished by the CDA

resulting in her route to school being cut-off.

In response to the Investigating Officers directive, the CDA submitted that no such

bridge had been constructed by the CDA (as no bridge is contained in the ICT


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Master Plan) nor has such a bridge been demolished by the CDA. (It was later learnt

that the bridge had been constructed by an NGO).

During the course of the investigation it was also learnt that due to security problems

experienced by residents of the surrounding formal sectors, a committee had been

established with representatives from the katchi abadi, the CDA and residents of thesurrounding sectors to address the issue. The committee had decided to construct aboundary wall around the katchi abadiwith bridges at two locations, but not where

the bridge in question had stood.

The IO found that the bridges under the committees plan in fact offered a shorter

route to the girls school than the bridge in question. In addition, no evidence was

available to establish that the CDA had demolished the bridge. The IO therefore

could not issue any orders in favour of the complainant, and also noted that the

complaint was not a genuine childrens complaint and was probably lodged due to

other interests as shorter routes to the school were available.


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UPDATE ON THE CCOS ACTIVITIES

DISSEMINATION WORKSHOP ON JUVENILE JUSTICE REFORMS IN PAKISTAN (29TH

JUNE, 2011)

The CCO collaborated with UNICEF to provide a platform to help disseminate

findings of the Juvenile Justice Reforms Project (a collaboration of the Law and

Justice Commission of Pakistan, UNICEF and the EU). A one day workshop washeld in Islamabad that drew participants from the various government departments of

Pakistan (Interior, Social Welfare, Probation and Reclamation, Judiciary among

others), Civil Society Organizations and the Media.

The workshop presented the proposals of a technical working group for improvingthe Juvenile Justice System Ordinance (JJSO) which was ratified in 2000 with a

particular focus on introducing diversion measures wherein child offenders involved

in crimes are diverted from traditional detention and confinement to alternative

treatments. The proposed amendments would bring the JJSO greater in line with theUNs Convention for Childrens Rights.


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COORDINATION MEETING (24TH JUNE, 2011)

A meeting was convened at the WMS by

the HCCO inviting Secretaries of each of

the Provincial Ombudsman as well as the

Chief of Child Protection at UNICEF andthe Child Protection Specialist at UNICEF.

The meeting led to agreement on the

importance of coordination and the

advantage of joint activities such as a

unified awareness campaign. A frameworkfor future coordination was agreed upon

wherein Coordination Meetings of Secretaries would initially be held once a month.

The soon-to-be-commissioned State of

Children Report which is to be acollaborative activity was also discussed.The Terms of References for the activity

was shared for input from the Provinces

and the structure of the research team

agreed upon.

In addition, a proposal to visit a foreign

country with an established Childrens

Ombudsman was also discussed.

TRAINING OF OFFICERS FROM OMBUDSMAN SECRETARIAT KHYBER

PUKHTUNKHWA (4TH MAY, 2011)

As part of the CCOs work plan, one-day training was provided to a delegation of

eight officers led by the Secretary, Provincial Ombudsman Secretariat - Khyber

Pakhtunkhwa. The visiting delegation was given detailed briefing on the working of

the Wafaqi Mohtasib Secretariat. Presentations were given by the Implementation,

Investigation and the Registration Wing. Additionally the Data Control Office (DCO)

briefed the delegation about the computerised Complaints Management Information

System (CMIS) followed by a comprehensive presentation on the Childrens

Complaint Office and its functioning as a dedicated childrens complaints office within

the WMS and supported by UNICEF.

The team went on to visit the operational offices of the Registration and DCO, where

they were explained procedures and processes how complaints are registered and

entered into the CMIS database. The session was concluded by a candid question

and answer session, followed by lunch.


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CONSULTANCIES

Study on the State of Children in Pakistan

The CCO is in the process of commissioning a study on the State of Children in

Pakistan. The Terms of Reference for the study have been finalized and

proposals invited via the WMS/CCO and PPRA websites. The selection process

is expected to be completed in July, 2011.

The study aims to collect and collate detailed and accurate data on selected

childrens rights issues in Pakistan and identify barriers that prevent the

realization of these rights. The crux of the study will be policy recommendations

delineating a way forward. It is hoped that by offering strong credibility and

workable recommendations the study will serve to draw the attention of important

policy makers towards the neglected issues of Pakistani children.

A consultant will be hired to be the lead researcher for the study whereas

Research Officers at each of the Provincial Ombudsman Offices will form the rest

of the research team.

Study on International Best Practices of Child Rights Monitoring

The CCO had outsourced a Study on International Best Practices of Child Rights

Monitoring. The overall objective of the study is to strengthen the childrens rightsmonitoring mechanisms of the Childrens Complaint Office and in due course pave

the path for a Childrens Ombudsman. The study is expected to propose options for

a child rights monitoring mechanism that is relevant to Pakistans context and

conditions. The CCO awarded the contract to Ms. Natasha Simonsen -an

international consultant- to carry out the study.

The final draft of the report has been reviewed. A working paper developed by the

CCO and approved by the HWM, has been developed based on the reports

recommendations. The working paper will be shared with the concerned

ministries/departments and CSOs to build consensus on proposals to be forwarded

to the President of Pakistan by the Wafaqi Mohtasib in due course.

The printing of this report is being arranged by UNICEF and is expected to be printed

by the end of July, 2011.

SOCIAL MOBILIZATION


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MEETING WITH THE NATIONAL INSTITUTE OF CHILD HEALTH, KARACHI APRIL

2011

The registrar of the Wafaqi Mohtasib (Ombudsman)s Secretariat in Karachi visited

the National Institute of Child Health (NICH). A meeting was held with the director of

the institute, who was briefed about the aims and objectives of the Childrens

Complaints Office in Karachi. Various brochures and newsletters were provided to

the NICH. Brochures were also displayed conspicuously at various places in the

NICH for the awareness of the general public visiting the institute.

MEETINGS WITH CSOS AND MEDIA

Recognizing the significance of interaction with the media, the HCCO while visiting

Provincial HQs has had meetings with media representatives that included:

Waqt TV,

Daily Jang,

Ausaf,

Express Tribune,

Daily News,

Aaj Kal,

Samaa TV,

Rohi TV, Aaj TV.

HCCOS VISIT TO PROVINCES (PUNJAB) - (JANUARY, APRIL 2011)

The HCCO met the designated Investigation Officer for childrens complaints in

Wafaqi Mohtasib Regional Office at Lahore and discussed proposals on improving

interaction with local CSOs and the media. A list of local CSOs dealing with child

protection was shared with them.

Additionally the HCCO held meetings with the Advisor to the CM on Social Welfare

on their request to review the child protection measures and some new initiatives,

their department planned to take with the assistance of UNICEF.

The HCCO also held meetings with Ombudsman Punjab, Secretary Provincial

Ombudsman to discuss the CCOs progress and planned activities. The meeting

helped reveal possibilities for joint coordination between federal and provincial

ombudsman secretariats. It was agreed that a coordination committee at the federal

CCO level will be useful fir shared programs and objectives.


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As the different secretariats inevitably have commonalities, for example, the need for

a successful awareness campaign, these common goals can be better achieved with

improved coordination. As an outcome of this discussion, a meeting has been

arranged for the 24th of June, 2011 in Islamabad, with secretaries of the provincial

ombudsmen to identify proposals for joint coordination.

HCCOS VISIT TO PROVINCES (KHYBER PUKHTUNKHWA) - (FEBRUARY, APRIL 2011)

The HCCO along with officers from UNICEF met the Provincial Minister for Social

Welfare to discuss child protection measures. Advice was sought on matters

regarding functions and mandate of various authorities working in the department on

child protection and implementation mechanisms.

A meeting was also held with the Provincial Ombudsman for finalising the setup of a

Childrens Complaint Office. The meeting also resulted in agreement, that in the light

of the 18th Amendment, there is a need for Steering Committees at the provincial

level. The concept of a regional level steering committee was discussed, as well as a

coordination committee to enable joint measures and cooperation across the

provincial and federal ombudsmens secretariats.

HCCOS VISIT TOPROVINCES (FATA) - (FEBRUARY, APRIL AND JUNE 2011)

The HCCO met the ACS (FATA), in which child protection measures and the

situation of children in FATA were discussed. As FATA presents a uniquely

challenging situation where children have become victims of militancy and military

operations, the feasibility of child protection measures was discussed intensively and

advice was sought on implementation mechanisms that are workable in the region s

unique circumstances.

The discussion focused on developing an institutional arrangement for improved

child protection actions appropriate for FATA. The setting up of an innovativeinstitutional mechanism for the redress of complaints by the general public as well as

children against government departments and agencies working in FATA were

prioritised, with the proposed setup of an Ombudsman Office along with a CCO.

As an outcome of these discussions, the mobilization of funds for FATA from

UNICEF was made possible.

In June, the HCCO attended a further meeting with the Additional Chief Secretary of

FATA along with the Head of the UNICEF Peshawar Office. The meeting discussed

modalities of a draft Child Protection Policy for FATA that had been shared with the

HCCO to offer his views.


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It was agreed in the meeting that the policy was in line with the Federal

Governments Policy document as well as the UNCRC and that its approval would

be a significant and pioneering step for FATA. It was however, emphasized that the

policy must reflect the commitment of stakeholders especially with respect to

legislative amendments, budgetary provisions, and the establishment of institutionalarrangements. It was advised that the views of relevant government departments

(Law, Finance, Planning & Development, and Social Welfare) should be sought.

The meeting led to agreement to form a task force comprising key players from the

FATA Secretariat and the HCCO to identify key areas and specific steps to achieve

progress, and to prepare a presentation for the Governor of KPK. It was also agreed

that a stakeholder meeting/event with senior level representation from UNICEF and

other donors would be arranged where the policy may be presented and approval

accorded by the Governor.

CCO TRAINING MODULES TO BE INCLUDED IN THE CURRICULUM OF NSPP

A major activity in the work plan of the CCO is the introduction of CCO training

modules to be incorporated in the curriculum of the National School of Public Policy

(NSPP), so that senior civil servants are sensitized and oriented to child rights

issues.

During the month of May, 2011, a meeting was held by the HCCO with the Rector of

the NSPP, to discuss the development and implementation of such a training

module. It was proposed that the Civil Service Academy offers a good starting point

to introduce such a module where officers for all government services would be

targeted at the on-set of their careers. The proposed module would draw expert

trainers from the NSPP and the CCO. Further meetings are planned to be held to

work out modalities for implementation.

NATIONAL PLAN OF ACTION FOR CHILDREN

The Childrens Complaint Office is facilitating the implementation of the National Plan

of Action (NPA) for children, developed by the National Commission of Child Welfare

and Development (NCCWD) in 2005.

Specific goals have been distilled from the NPA and the concerned ministries were

asked for progress reports towards achieving these. The reports will be reviewed by

the Child Rights Steering Committee (CRSC). The CRSC will strengthen and

institutionalize the CCOs linkage with Civil Society Organizations, monitor progress

towards the NPA, look into systemic issues and oversee Pakistans compliance withthe UNCRC.


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The CRSCs first session was held in September 2010 at the Wafaqi Mohtasib

Secretariat (WMS). Further action is awaited as the second CRSC meeting will be

held upon the appointment of the HWM.

AWARENESS CAMPAIGN

HCCOS INTERVIEW ON CHILD RIGHTS TV, 7TH JUNE 2011

In June of 2011, the HCCO gave an interview to Child Rights TV, an online TV

dedicated to serving as a platform for learning sharing and discussing Child Rights in

Pakistan. The website www.childrights.tv presents various productions such as

documentaries, plays, songs and interviews relating to issues of children in Pakistan.

The HCCOs interview is presently highlighted on the home page or available athttp://media.crlc.info/?page_id=2together with an in-text introduction to the CCO.

MEDIA COVERAGE

The CCO distributed information material to 70 Lady Parliamentarians. The

Parliamentarians were introduced to the CCO and additionally were notified of

future plans to form a working group of Lady Parliamentarians to discuss

systemic issues pertaining to women and children. It was hoped that theparliamentarians would find time to play a role in the working group and use
http://www.childrights.tv/http://www.childrights.tv/http://media.crlc.info/?page_id=2http://media.crlc.info/?page_id=2http://media.crlc.info/?page_id=2http://www.childrights.tv/


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materials provided to help spread awareness of the CCO among their

constituency.

The CCO also sent its information materials to its eight regional offices and

four offices of Provincial Ombudsmen for dissemination purposes. This IECmaterial includes 2400 handouts, 1200 UNCRC brochures, 1200 CCO

newsletters (Khabarnama-e-Atfal) and 200 CCO profiles.

Additionally, 48 posters were sent to eight regional offices.

The distribution of these materials is to enable the following modes of

information dissemination:-

o Regional offices will be able to target the population of complainants

that contact and visit their offices. Complainants (and those seeking

information) will hence be informed of the existence of the CCO as

another potential point of contact to lodge their complaint.

o The Provincial Ombudsmen will be able to disseminate CCO materials

to the general public that visit their offices and to the various

organizations that they work with.

o Investigating Officers are required, as per the TORs of their

appointment, to disseminate information regarding the CCO as part of

their work.o Posters and brochures are to be displayed at public offices such as

railways, district offices to target the general population.

SCHOOL VISITS AND ONLINE AWARENESS

Besides physically going to different schools

to increase awareness about the CCO

among the children, one other effective

medium of communication has been

establishing the CCO Page on Facebook

(social networking website.) The usage of

Facebook is rapidly increasing among the

members of all ages, especially children.

To date there are 49 members of the CCO

Facebook Page. This number is steadily

increasing and there have not been any un-

subscriptions which is a positive sign. The CCO page has relevant pictures, videos

and press clippings.

IN-PERSON VISIT TO A SCHOOL IN SIHALA


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The CCO Facebook Page url is:http://www.facebook.com/CCO.Pakistan.

WEBSITE

The CCOs website, integrated with the WMS website, is available both in

English and Urdu.

The URL of the official CCO website ishttp://www.mohtasib.gov.pk/cco.
http://www.facebook.com/CCO.Pakistanhttp://www.facebook.com/CCO.Pakistanhttp://www.facebook.com/CCO.Pakistanhttp://www.mohtasib.gov.pk/ccohttp://www.mohtasib.gov.pk/ccohttp://www.mohtasib.gov.pk/ccohttp://www.mohtasib.gov.pk/ccohttp://www.facebook.com/CCO.Pakistan

Documents

Children's Complaint Office - Monthly Report (June 2011)