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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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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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