COMPLAINTS AND COURT CASES

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COMPLAINTS ANDCOURT CASES
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• Feedback mechanism
• Various methods to acquire public opinion
• polls, surveys, suggestion box, comment cards
  etc.
• Predefined areas
• Public Complaints also work as a trend tracking
  mechanism

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• NRBs approach
• Creation of complaint cells at all tiers of local
  government
• Streamlining and automating all
  complaint/suggestions received within NRB for
  addressal and monitoring of trends

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COMPLAINT CELLS IN LOCAL GOVERNMENTS

• Section 188 of Local Government Ordinance 2001
  provides that every District Government, Tehsil
  Municipal Administration, Town Municipal
  Administration and Union Administration shall set
  up a Complaint Cell for redressal of grievances
  within the ambit of their responsibilities under
  the Ordinance.

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COMPLAINT CELLS IN LOCAL GOVERNMENTS

• Under this provision each local government is
  required to set up a Complaint Cell in its office
  premises
• Nazim is expected to oversee the working of
  Complaint Cell himself
• If complaints are attended properly it can help a
  Nazim to improve the working and performance of
  his/her institution
• Most of local governments did not fully realize
  the importance and benefits of establishing these
  Cells
• Heads of these local governments have deprived
  themselves of the opportunity to improve their
  services to the satisfaction of the public

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COMPLAINTS PROCESSING AT NRB

• NIMAS Cell became operational by the end of 2002
• Automated processing of complaints initiated in
  January 2003
• Complainants can be either Local Government
  Employee or General Public
• Complaints are compiled and processed
• The processed information is then used for
  analysis
• Comprehensive report is generated on quarterly
  basis
• Shared with the concerned stakeholders for
  redressal of trends
• Recurring complaints are classified into separate
  category

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Complaint-1
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Complaint-2
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Complaint Categories

• Conduct of Elected Representatives
• Corruption
• Non-Cooperation by Government Functionaries
• Non-Observance of Ordinance/Rules
• Transfer and Posting
• Criminal Activities by Govt. Functionaries

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Conduct of Elected Representatives

• This category includes issues like
• Non-availability of Nazims in their offices
• Complaints against Nazims for not performing
  their duties well
• No development work being carried out
• Embezzlement of public money, biased distribution
  of development budget, delays in development work
• Illegal approval of works and schemes by Nazims
• Illegal use of commercial area for residential
  purposes by Union Nazims
• Encroachment, non-availability of drinking water,
  non-cleanliness, bad sewerage system, etc.
• Misuse of powers/ authorities and favoritism,
  public harassment, personal grudges, usage of
  abusive language
• Inefficiency and self-interest of elected
  representatives in assignment of contracts
• Women councilors are not included in the council
  activities

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No. of complaints

• The province-wise statistics show that the
  maximum numbers of complaints have been received
  are from Sindh followed by Punjab and NWFP, while
  the number is minimal from Balochistan.

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Corruption

• This category includes issues such as
• Elected Representatives are taking bribes in
  assigning the contracts or issuing tenders/work
  orders
• Some elected representatives are making money by
  selling out vaccination received for polio
  campaigns in the area
• Departmental involvement of personnel for illegal
  cleanup of Forests
• Use of non-standard material in the development
  projects due to personal interests of the public
  representatives
• The funds have been allocated for the development
  works but have been misused by the management
• Non-provision of basic public facilities while
  using the funds for personal interests

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No. of complaints

• The province-wise statistics below shows that the
  maximum number of complaints received are from
  the province of Punjab then from Sindh while the
  number is minimal for Balochistan and NWFP.

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Non-Cooperation by Government Functionaries

• The complaints are primarily targeting the
  non-cooperative behavior of government
  functionaries on issues like basic civic
  amenities, general cleanliness, health and
  education
• Others include
• Non-participation in the governmental activities
• Non-cooperation of police functionaries in law
  and order situations
• Non-issuance of permits to butchers
• Non-release of funds for development works and
  schemes
• Non-compliance of decisions by government
  functionaries
• Government functionaries involved in political
  favoritism
• Non-availability of staff and medicines in
  government hospitals
• Supply of water to influential land-owners
• Favoritism involved in the appointment of staff

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No. of complaints

• The province-wise statistics below shows that the
  number of complaints received from the province
  of Sindh and Punjab is more, while the number is
  comparatively less for Balochistan and NWFP.

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Non-Observance of Ordinance/Rules

• This category includes issues like
• Transfer/posting of un-liked employees
• Illegal appointment of incapable supporting staff
• Use of powers beyond limits
• Lack of cooperation among government
  functionaries and public representatives
• Meetings not conducted regularly by public
  representatives

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No. of complaints

• The province-wise statistics below shows the
  number of complaints received from Sindh is more
  followed by Punjab while the number is minimal
  for Balochistan and NWFP

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Transfer and Posting

• The situation prior to 2003 had been poor, but
  since then it has started to improve drastically
• This category includes issue where
• Transfer and postings are done either without the
  consent of concerned authorities or in violation
  of ordinance / rules

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No. of complaints

• The province-wise statistics below shows that
  most number of complaints have been received from
  Sindh and Balochistan, while in Punjab the
  complaints have been received in Quarter Oct.
  Dec. 2004 only

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Criminal Activities by Government Functionaries

• This category includes issues such as
• Government Functionaries assaulted public
  representatives due to some administrative
  conflicts
• Harassment or Illegal arrest of public
  representative

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No. of complaints

• The province-wise statistics below shows that the
  number of complaints is more for Sindh, lesser in
  Punjab and Balochistan, while none in NWFP.

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COURT CASES
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INTRODUCTION

• In addition to other areas NRB is also monitoring
  court cases since July 2003

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Nature of Court Cases

• 52 court cases have been received so far on the
  following topics
• Grant of honoraria, TA/DA etc., to the women
  councilors
• No confidence motion
• Implementation of police reforms
• Creation of new districts by the Government of
  Sindh
• Grant of honoraria to the members of District
  Public Safety and Police Complaints Commission
  (DPSPCC)
• Jurisdiction of constituency
• Whether or not a City District has right to
  succeed to the properties located within the
  territorial jurisdiction of a Town
• Unnecessary interference of Provincial
  Governments in the affairs of District
  Governments
• Arbitrary transfer of functions of Town Municipal
  Administration to City District Government

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Frequency of Court Cases

• Table below shows the frequency of court cases
  received from all districts of Pakistan for the
  period from July 2003 to December 2006

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Thank you