What is Grievances Redress?
Grievance Redress (GR) Mechanism is an intricate part of TDP-ERP project and measure to ensure fairness and transparency towards returning TDP’s. This mechanism ensures that each family returning is provided with adequate financial means to start their lost livelihoods.
The FATA TDP-ERP’s Grievance Redress equips the program with the following benefits and features:
- Guides concerned stakeholders (NADRA, DOH FATA, Payment Service Provider(s), Local Administration and Beneficiaries) on their key functions, roles and responsibilities to resolve beneficiaries’ complaints in relation to enrolment, payments and quality of service, and updating household information.
- Lodge Appeal for non-beneficiaries and Next of Kin cases.
- Lodge Complaints against concerned stakeholder.
- Enables beneficiaries and non-beneficiaries to understand the procedures to lodge GR cases and complaints.
Types of Grievances
The following are the types of grievances that the beneficiary can record from the One Stop Shop or Call Center:
These are grievances related to eligibility where a household has not been included as Beneficiary and the household feel that they fulfill the eligibility criteria mentioned in the preceding sections.
Potential beneficiaries are entitled to appeal if they believe they are unfairly excluded from the program. For this purpose, the applicant should submit the appeal in person at the relevant Grievance Redress Counter of the OSS manned by NADRA.
Who can Lodge an Appeal?
- Any person who belongs to the affected area and beliefs that they have been unfairly excluded!
- Make sure that the person should have a valid CNIC with both addresses (permanent and temporary) from the affected area.
How to Lodge an Appeal
- The Appeal is submitted by the concerned appellant at the Grievance Redress Counter located at OSS where the Appeal will be registered and recorded by the NADRA officer.
At the Information Counter:
- At the time of appeal lodging in CMS, NADRA shall check that CNIC of Appellant is Valid, Not Marked as Dup, Fraud, Suspect and the addresses on CNIC are from the affected area. Appeals satisfying above mentioned business rules will be forwarded to FDMA for further verification/inclusion electronically. CNIC number shall be used for tracking of any appeal(s)/complaint(s) lodged in the system.
- The system shall electronically forward all Appeals to FDMA for validation. Furthermore, CMS will display the accepted and rejected appeals counts.
Role of FDMA GR Coordinator
- FDMA GR coordinator will be responsible for the validation of appeals from concerned Political Administration.
- Appellant can be asked to provide relevant evidence to prove his/her eligibility. Verified appeals will be uploaded by FDMA GR Coordinator on given MIS.
Next Of Kin Cases
Each TDP family is eligible for 01 X benefit in conjunction to eligibility criteria. In such an instance where the next of kin is a claimant to receive LSG, needs to lodge an appeal at their local OSS. However, it is pertinent to mention here that only those cases beneficiary is marked as deceased in CNIC database shall be entertained.
- In case of more than one appellant from the same family lodges an appeal to receive LSG then in such a case FDMA through political administration shall decide and approve only one case while the rest shall be disapproved by FDMA.
- Similarly, in case of human error where an approval is granted to multiple appeals of the same family, in such case NADRA shall consider the first electronic approval received from FDMA for receiving the LSG benefit.
Appeals for CWG
All applicants fulfilling the eligibility criteria and conforming to the conditions of Child Wellness Grant (CWG) shall be eligible to receive the grant. Hence, no appeal is being lodged for Child Wellness Grant (CWG).