Grievance HSSAN

Table of conTenTs
 WHO ARE IDP’S
 INTRODUCTION
 MEANING
 SYNONYMS
 TYPES OF GRIEVANCE
1. REGISTRATION
a. Grievances During Enlisting Stage
1. Person having no CNIC
 Method of verification
 Verification by the community elder
 After verification process
 Sharing information
2. Multiple/separated/ abandoned wives.
1. Multiple/separated/ abandoned wives with CNIC
 Method of verification
 After verification process
2. Multiple/separated/ abandoned wives with no CNIC
3. Widow with or with out CNIC
1. If the widow has a CNIC:
 Verification process
 Obtain and record the following information
 Verification by community elder
 After verification
 To advice that her already registered adult sons or daughters with the same family number should change
their family number
 In case of non compliance
2. If the widow has no CNIC:
 In all cases
4. Where children do not have parents/ adult sibling/ other relatives
 Verification of the facts
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 Note
5. Married couple who are both children
 Verification of fact
 Sharing of information
6. Divorced women with and with out updated CNIC
 Divorced women with cnic
 where the former husband, adult son or daughter or another wife of her former husband is register
 Note
7. Divorced women with no CNIC
 Sharing of information
 Note
8. Representatives of ill/ disabled people
 Duty of GD
 Where husband or wife is available
 to arrange mobile registration team
 obtaining and recording of record by MRT
9. Cases of dual address
 Registration on NADRA token number
 Verification letter
 Assistance of legal service provider
10. Dual Address But Evi
11. When person have NIC, expired CNIC, copy of CNIC or NADRA token
12. Where in CNIC the address is not of notified area
 Registration on NADRA token number
 Verification letter
 Assistance of legal service provider
13. Where applicants appear at registration point on wrong day
14. People who do not appear to be idps but who claim their dependents are idps
duty of GD
15. Where in CNIC the notified area or sub tribe is not mentioned
 Verification of the facts
 Sharing of record
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 Note
b. Post Enlisting Grievances
16. Data not found
17. No registration form received from unhcr although active case
18. Family tree issues
 The person is found to be ineligible for registration by unhcr due to family tree
 Where the applicant is female and separated by her husband who is register
 Where applicant is a parent whose adult married son/ daughter has registered
 Where applicant is a parent whose adult unmarried son/ daughter has registered
 Where applicant is a married adult son/ daughter whose parent has registered
 Where applicant is an unmarried adult son/ daughter whose parent has registered
 Note
19. Double registration
20. Suspect alien cases
 To inform the applicant
 Verification from register family member of suspected alien and community elder
2. POST – REGISTRATION
21. Correction of registration form
 If the grievance is reported to a GD in a camp
 If the grievance is reported to gds outside camp
 Modification of registration records and form
 Modification of In camp idps forms
 In other cases
 Issuance of new registration form
 Sharing of record
22. Lost registration form and duplicate registration form
 For In camp idps
 In other cases any GD can deal with these grievances
Access to humanitarian assistance
1. Food
23. Ineligibility for food assistance due to dual address
 Referring to NADRA
24. Head of household who was registered had dual address but spouse was eligible for
registration
 If verified
 Spouse with CNIC
 Spouse without CNIC
 Upon presentation of the NADRA token and attestation at the GD
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 When new CNIC is obtained
25. Those registered on the basis of old pa lists
 Upon verification
 Referring to NADRA
26. Duplicate CNIC
 Where both CNIC contain different address
 Where IDP’s cannot pay fine immediately
 Where IDP’s can pay fine
27. Family tree – recorded by NADRA as spouse registered/ parent registered/ child
registered cases
 Spouse already registered
 Spouse registered multiple/separate/abandoned wives
 If verified to be a genuine separated/abandoned/multiple wife
 Evi cases
 Evi cases
28. Divorced woman with the same family number as another person
29. Divorced woman with same family number as former husband/ other wives and other
family members registered
 Evi cases
 In all cases
30. If the IDP’s is a parent whose adult married son(s)/ daughter(s)is/ are also registered
on the same family number
31. Parent registered
 Refer IDP’s to a CNIC legal service provider
 Advise the IDP’s to return to GD once s/he and spouse have applied for new CNICs
 Incorrect CNIC/CNIC error
32. Suspect alien cases
 Verification from the registered family member and community elder
33. Not from conflict zone
34. No record
35. Verified block (i.e. Non-verified by NADRA)
36. Registered by token
37. Change of food collection point by IDP’s
38. Access to tents &NFI
39. Registered without a tent
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40. Damaged tent
3. RETURN GRIEVANCES
41. Individual risk in area of origin (for example, because of employment, personal enmity etc
42. IDP’s is prohibited from rebuilding on his/her land or is not permitted/
Able to return to or access the property in which s/he lived before displacement
Special vulnerabilities
43. Area officially de-notified but pa says its unsafe
44. Special vulnerabilities
4. MISCELLANEOUS
1. Access to public schools
2. Access to health Services
3. Harassment
4. Discrimination
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WHO ARE IDP’S
According to the Guiding Principles on Internal Displacement, internally displaced persons (also known as
"IDPs") are "persons or groups of persons who have been forced or obliged to flee or to leave their homes or
places of habitual residence, in particular as a result of or in order to avoid the effects of armed conflict,
situations of generalized violence, violations of human rights or natural or human-made disasters, and who have
not crossed an internationally recognized border."
INTRODUCTION
The formation of the grievance desk has its routes in guiding principles, which provides the principles addressing
the specific needs of the internally displaced people and defining their rights from time of displacement till their
return and resettlement. The very first principle of the guiding principle provides that all internally displaced
persons should enjoy equal rights and freedom as are enjoyed by other citizen of the state without any
discrimination. So when there is right there is wrong and when there is wrong or distress there is remedy for it.
Keeping in view the concept of wrong and remedy the grievance desk was initiated in order to address the
problems, issues, claims of the internally displaced person and to entertain them with remedy. The grievance desk
is set in order to provide the IDP’s a platform where they can address their issues and get them solved, the
grievance desk also plays the role of referral where needed. Grievance desk provides a systematic and proper
procedure for solving the IDP’s grievance. The grievances faced by the idps are divided into four main section
and sub section. They are 1. Grievance during registration. 2. Post registration grievance, 3. Return
grievance, 4.Other Grievance Issues. These four sections are further divided into sub sections.
Doctor’s Desk
The grievance desk most likely gives a look of doctor’s desk, where an IDP dressed as a patient approaches the
grievance desk and the grievance officer as a doctor listen , understand and solved the problems.
Meaning Of Grievance
A wrong or hardship suffered, whether real or supposed, which forms legitimate grounds of complaint.
Or
An issue, concern, problem, or claim (perceived or actual) that an individual or
Community wants an authority to address and resolve.
Or
A imaginary or real wrong causing resentment and regarded as grounds for complaint.
Synonyms
Injustice Hurt, Injury, Distress.
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REQUIREMENTS FOR GRIEVANCE DESK
1. To Be In Touch With Shura Member
The grievance desk must be in touch with the shura member or with the community elder, that in the time
of emergency and need their assistance may be acquired, there fore all the detail with respect to shura
member/ community elders living in camp or off camp must be with the GD. Because some time an
IDP’s may not be aware of his shura or community elder. This is also important because the grievance
officer must be aware that who is real and who is fake.
2. To Empowered Grievance Desk To Solve Minor Issues
The grievance desk must be empowered by the unhcr that they can solve minor issues by its self with out
forwarding it to unhcr and to wait for unhcr approval. So where an IDP’s have register on token number,
or where any change in CNIC has been made by the IDP’s, or any error is need to be corrected, so with
out following the formal procedure in such minor issues the GD must be given power to resolve the
same.
3. Separate Grievance Desk For Both Males And Females
There should be separate grievance desk for both males and females. The female may due to the cultural
norms and hesitation may not go to the grievance desk for resolving her issue and also due to the
communication gap they may not able to explain their issue and may able to understand the solution and
verification process conducted by the grievance desk officer.
4. Joint Verification
The benefit of the joint verification is that the work of the grievance desk will be more effective if it
already knows that due to which reason the food assistance etc of the said IDP’s is suspended or blocked.
It is better to guide and solve the issue on the spot with out referring it to other ips to verify that for wat
reason the assistant is suspended or blocked. This will also encourage the IDP’s that they need not to go
after one another for resolving their issue.
5. Frequent Meeting with WFP and UNHCR
There should be frequent meeting of grievance officers with WFP and UNHCR. That cases and issues
may be discussed and any new way out of any issues may also be discussed. And that they may also
match the number of cases reported in the month, the number of cases solved in the month, the pending
cases and reason of pendency and also to discuss the EVI case which needs to be solved.
6. Own Net Facility
The grievance desk must have their own independent net facility with out depending upon any other ips
net. As now a days all the process is on line and data is shared from mint to mint, so any disturbance will
weaker the process of grievance desk.
7. Knowledge Of Other Ips And Their Work
The grievance desk must possess the knowledge of all the ips where he is working and also must have the
contact details of their supervisors or leading person in order to properly guide the IDP’s and properly
refer the IDP’s to the said ips
8. Follow Up Of Cases Referred
The grievance desk can only work properly and the trust of the IDPs will be in grievance desk when the
issue addresses to the grievance desk are solved with out any undue delay. So for this purpose the
grievance officer is required to do the follow up of the cases referred and share, in order to provide a
quicker remedy.
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9. Legal Service Provider
Most of the problems referred to the grievance desk by the IDPs are relating to the cnic and legal. As
mostly IDPs are illiterate and they need assistance and guidance on legal issues So the grievance officer
must be accompanied by the legal service provider who can guide the IDPs with respect to the
technicalities of the legal matters. This will improve the work and quality of grievance desk.
Meaning of terms
In need of Separate assistance
The term In need of separate assistance’ is used to describe
(1) a married female who is not living with her husband and is in need of her own assistance as she has no
means of supporting herself and/or any dependent children;
(2) a married female who is living with her husband and other wife/ wives but the family is too large (i.e.
larger than 7 persons) to be supported on one food ration;
(3) a widow who has the same family number as another registered person and is in need of her own
assistance as she and/or any dependent children cannot be supported by that person;
(4) a divorced woman who has the same family number as her former husband and/ or a divorced woman
who has the same family number as another registered person and is in need of her own assistance as she
and her dependent children cannot be supported by that person due to family number being too large or
other reason which must be explained
Extremely vulnerable IDP (EVI)
The term EVI stands for extremely vulnerable idp, it commonly mean person closer to risk, the EVI are those
person or family who are in need of urgent assistance due to the reason that they are chronically ill or
disabled, a single headed household representative, an at risk child or a vulnerable member of a minority
group, multiple/separated wives (with or without a CNIC); widows with or without CNICs; cases involving
children (i.e. those under 18 years old) including those unaccompanied/ living with relatives/others/ minors
who are married to minors; divorced women with or without updated CNICs; and cases involving ill/ disabled
persons who cannot present in person for registration.
1.REGISTRATION
a. GRIEVANCE DURING ENLISTING STAGE
1. Person Having No Cnic
Cnic is the basic requirement for registering a person as an IDP’s because from CNIC the status of a person can be
judge that whether he/she is Pakistani citizen and belongs to a notified conflicted area/ tribe or not.
Some times it happen that a person comes to the registration point for getting him self register as an IDP’s with no
CNIC such cases are referred to the GD. In such cases the grievance desk should take the following step in order to
verify his/her IDP’s status.
 the GD must encourage the applicant and to ask the applicant to go to the NADRA OFFICE and apply
for the CNIC.
 To refer the said applicant to the any legal service provider, if any, through referral mechanism.
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 If it is found that the said applicant is EVI than in such case the GD should after formal verification
should register him on special tracking number.
a. Method Of Verification
For the purpose of verifying that the said person is EVI and should be register on special tracking number the GD
is required to obtain the following data and record the same.
 to verify that the said person belongs to the notified conflict area and tribe as per government and unhcr
record
 to verify that whether any other person is register as an IDP’s or not
 where the applicant lives and who support him
 to record the number of children’s / dependants living with him/her, if any, than to record their names ,
ages, and gender.
 where is his / her spouse is living and with whom.
b. Verification By The Community Elder
All the above mention data must be verified by the community elder and name of verifier and his complete detail
with CNIC must be recorded too.
c. After Verification Process
When it becomes verified that the said applicant is EVI than he / she must be enlisted by the GD and on special
tracking number and such record must be shared by GD with UNHCR and WFP.
The GD must also inform the applicant that he must apply for CNIC and to obtain it within three months, other
wise he will be declare as ineligible for food assistances. GD must also ask the applicant the if he/she faces any
difficulty in obtaining the CNIC he/she must immediately report to GD and explain the problem. The GD must
share the problem with FDMA,PDMA, UNHCR and WFP.
Sharing information
The GD must share the record of every person enlisted on special tracking number with UNHCR, PDMA, FDMA,
WFP.
2. MULTIPLE/SEPARATED/ ABANDONED WIVES.
Cases may comes by the time of registration, where a female presented for registration is separated/ abandoned
by her husband or where her husband have multiple wives, such females are consider to be most vulnerable as the
have no mean of support.
A. Multiple/separated/ abandoned wives with cnic
Cases may come where a female comes to the registration point claiming separate assistance due to the reason that
her husband have more than one wife or she has been separated or abandoned by her husband and her husband
another wife or adult son or daughter with same family number is registered.
Such cases are to be dealt by the GD and the GD is required to enlist the said female on special tracking number
after going through the verification process.
a. Method of verification
For the purpose of verification the GD must take the following steps and obtain the data and to record the same.
 the female CNIC
 the CNIC of her husband
 the registration number of her husband or of any other person with the same family number.
 where and with whom she is living
 who is supporting her
 where her husband is living and with whom?
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 the number of children/ dependants living with female, their names, ages and gender and vulnerability if
any.
 her husband, if possible, must be called upon to verify the information given by the female.
 any other documentary proof which shows that she has be abandoned by her husband.
b. Verification by the community elder
All the above mention data must be verified by the community member and name of verifier and his complete
detail with CNIC must be recorded too.
c. After verification process
When it becomes verified that the said applicant is EVI and is in need of separate assistances than she must be
enlisted by the GD and on special tracking number and such record must be shared by GD with UNHCR.
d. Sharing information
The GD must share the record of every person enlisted on special tracking number with UNHCR, PDMA, FDMA,
WFP
B. Multiple/separated/ abandoned wives with no CNIC ==============
Cases may come where a female comes to the registration point with no CNIC claiming separate assistance due to
the reason that her husband have more than on wife or she has been separated or abandoned by her husband. Such
cases are referred to the GD and GD after formal verification founds that the said female is EVI and needs
separate assistance, can enlist her on special tracking number.
In such case the above mention procedure is followed by the GD in order to verify that she in eligible for separate
assistance or not. the GD must also ask the female that to apply for CNIC and to obtain the same with in three
months other wise she will declare as ineligible for food assistance and she must also report to GD regarding any
problem faced in obtaining CNIC and GD must share the data with UNHCR etc.
3. WIDOW WITH OR WITH OUT CNIC
Sometimes widows present at the Registration Point. Often, they are amongst the most Vulnerable persons with no
means of support.
A. If the widow has a CNIC:
I f the widow has cnic than in such case She can be enlisted immediately but the GD should check whether she
has any adult sons or daughters with the same family number who have applied for registration.
a. Where adult sons or daughters with the same family number are already register
If yes, she will be expected to rely on her registered sons/ daughters for support. If this is not possible (for
example because those with the same family number as her already have too many dependents and/ or she herself
has dependent children so that the total number of people in the family exceeds 7) and it is verified by a
community elder that she requires separate assistance, full details of the case should be recorded on GD records.
Method of verification and obtaining and recording data
 The female’s CNIC number
 Where and with whom she is living and how she is supported
 The details of family members with the same family number who are registered and why these family
members cannot support the widow, for example, they may already have too many dependents and/or she
herself may have dependent children. The food assistance package is designed to feed 7 people. If it is
claimed that there are already too many people in the family dependent on the food package, the CNIC
and registration documents of other adult members should be examined and details of all members of the
family (adults and children) and the registration numbers and CNIC numbers of all adult family members
must be recorded (physical verification of documents should be conducted if possible).
 Verification by community elder.
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The GD should also seek verification of the facts of the case and the fact that the widow requires separate
assistance from a community elder. Details of who has verified the facts, including CNIC number, should be
recorded on the GD records.
If it is verified that the widow requires separate assistance, the widow should be enlisted on a Special Tracking
Number. The GD MUST record the Special Tracking Number AND the CNIC number in GD records at the
enlisting stage.
 To advice that her already registered adult sons or daughters with the same family number should
change their family number
If the widow is registered on a Special Tracking Number and she has married sons/ daughters with the same
family number as her who have been registered, the family should be advised that all eligible family members
should separate their family tree from that of the widow by applying for new CNIC(s) and family number(s) and
then modifying their registration records. They should be referred to CNIC legal service providers if available.
 In case of non compliance
The widow should be informed that if her married sons/ daughters do not separate their family tree from hers and
modify their registration records to reflect this within 3 months, she may be determined ineligible for continued
food assistance. She should be advised that her family members should return to the GD within 3 months if they
experience problems in obtaining CNICs. In these circumstances, the GD should ask UNHCR for guidance on
how tohandle the case
B. If the widow has no CNIC:
 Encourage to apply for cnic
She should be encourage informed that she will need to apply for a CNIC (and will need the death certificate of
her husband and a copy of his CNIC or that of an adult son/daughter with the same family number, as well as a
copy of her father’s CNIC). She should be referred to a CNIC legal service provider if possible as the procedure is
complex.
 Where she is EVI
If it appears that she is in need of separate assistance and is an EVI with no CNIC, the following verification
process must be followed.
a. Method of Verification
The grievance officer for the purpose of verification must follow the under mention procedure and Obtain and
record the following details:
 The female’s CNIC number
 Where and with whom she is living and how she is supported
 The details of family members with the same family number who are registered and why these family
members cannot support the widow, for example, they may already have too many dependents and/or she
herself may have dependent children. The food assistance package is designed to feed 7 people. If it is
claimed that there are already too many people in the family dependent on the food package, the CNIC
and registration documents of other adult members should be examined and details of all members of the
family (adults and children) and the registration numbers and CNIC numbers of all adult family members
must be recorded (physical verification of documents should be conducted if possible).
 Whether s/he has any children living with him/ her. If so, how many children and their ages
 Any other details which indicate a need for urgent assistance.
b. Verification by the community elder
The GD should also seek verification of the facts of the case and the fact that the widow requires separate
assistance from a community elder. Details of who has verified the facts, including CNIC number, should be
recorded on the GD records.
c. After verification
If verified to be an EVI, she should be enlisted on a Special Tracking Number and informed that she must obtain a
CNIC within 3 months otherwise she may be determined to be ineligible for food assistance.
d. any adult married son/ daughter to change their family number too
She should also be informed that any married sons/ daughters with the same family number must obtain new
CNIC and family numbers within 3 months as this will also impact eligibility for food assistances. She should be
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advised that her family members should return to the GD as soon as possible months if they experience problems
in obtaining CNIC. In these circumstances, the GD should ask UNHCR for guidance on how to handle the case.
She should be referred to a CNIC legal service provider as her case is complex.
NOTE
In all cases where a widow is enlisted on a Special Tracking Number, UNHCR and PDMA/ FDMA should be
informed of the circumstances of the enlisting on a Special Tracking Number (i.e. copy of GD record in respect of
the case to be shared with them) and any updates in respect of the case.
The widow should be informed of possibility of referral to the relevant UNHCR Protection IP if she wants to stay
in camp.
4. Where children do not have parents/ adult sibling/ other relatives
Some time children comes to the registration point who do not have parents, any adult sibling, other relatives who are
register or can be registered than in such case the eldest child among the children should be register as an IDP’s on a
special tracking number.
a. Verification of the facts
The following steps must be taken by the GD before registering him or her on special tracking number.
 Where his/her parents are?
 With whom he/she is living?
 whether he/she has any sibling, both elder and younger, if yes than where they are and with whom they
are living and their full detail (name, sex and age)
 how they are been supported presently
 whether they are facing any kind of difficulties in the area where he/she or his/her siblings are living
b. Verification by the Community Elder
All the facts of the case must be verified by the community elder and the details of who has verified the facts including
CNIC number should be recorded on the GD records.
c. After Verification
When the GD is satisfied from the verification than the elder child should be registered on special tracking number, the
details of the forum B (CRC ) if available must also be recorded.
NOTE
In all cases where an unaccompanied child or a child who is living with people who are not his/ her relatives, the
children presenting should be referred immediately to the Social Welfare Department. Should check with UNICEF and
the Social Welfare Department.
5. MARRIED COUPLE WHO ARE BOTH CHILDREN
Where a married couple comes for registration who are both children than in such a case the one of them should, after
prior verification be register as a IDP’s on special tacking number.
a. Verification of fact
For the purpose of verification the following data must be obtain and record.
 Verification of marriage can be done by nikahnama if available and where the nikahnama is not available
than in such case the community member must verify the marriage.
 the details of the parents CNIC and registration number
 any other information which confirms the marriage of the applicant.
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b. verification by community elder
All the facts must be verified by the community elder and details of verifier must also be note down in GD record.
After the completion of verification one among the couple should be registered on special tracking number and s/he
will be informed that s/he must apply for a CNIC when s/he is 18 years old and will be informed to modify his/ her
registration records when s/he receives the CNIC. The child must be referred to a CNIC legal service provider.
Children should be offered immediate referral to UNHCR Protection IP if they wish to stay in camp and in case of Evi
they should be referred to any service providers providing special food assistance pending Full registration
c. Sharing of information
In all cases where children are registered on a Special Tracking Number, UNHCR and PDMA/FDMA should be
informed about the details of the enlisting (a copy of the GD records) And the Special Tracking Number.
6. DIVORCED WOMEN WITH AND WITH OUT UPDATED CNIC
A. Divorce women with cnic
Where a divorced women come to the registration point with CNIC which is having same family number as that of her
former husband than in such case the GD is required to check whether her former husband or children with the same
family number are register or not and if not register than the divorced women can be enlisted on the basis of her CNIC.
 where the former husband, adult son or daughter or another wife of her former
husband is register
But where it is found that her former husband, adult son or daughter or another wife of her former husband is register
and the divorced women is in need of special assistance, than the GD upon verification can enlist her on special
tracking number.
The GD is required to obtain and record the following facts for verification.
 to verify that she is actually divorced by her husband or not.
 to check who else with the same family number is register and reason why they cannot support her until
she gets a new CNIC with different CNIC.
 to record the CNIC and registration number of those who are register with same family number and GD
may demand the physical attendance of them if possible.
 Divorced certificate
All the facts must be verified by the community elder and details of verifier must also be note down in GD record
b. After verification
When it is verified that the divorced women needs a separate assistance due to the reason that her former husband,
her adult son and daughter register with the same family number cannot support her till she gets her updated
CNIC than is such case the GD is required to enlist the divorced women on special tracking number.
NOTE
The divorced woman should be advised to apply for a new CNIC with a new family number. She will need a
divorce certificate. If she does not have a divorce certificate, she should be advised to obtain one within 3 months
otherwise she may be determined to be ineligible for food assistance. She should be advised that she must return
to the GD as soon as possible if she experiences problems in obtaining a CNIC. In these circumstances, the GD
should ask UNHCR for guidance on how to handle the case. She should be referred to a CNIC legal service
provider where available as this is a complex procedure.
B. DIVORCED WOMEN WITH NO CNIC
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As it is clear that CNIC is the basic requirement for getting registration, so where a divorced approaches for
registration with no CNIC than in such case she cannot enlisted until she gets a CNIC, but she can be enlisted
where it is verified that the said divorced women is in need of separate assistance .
1. divorced women has childrens, if yes than full detail of them. Names, ages and sex.
where she is living For verification the following data must be obtain and record.
2. to whom the divorced women was married the CNIC of her husband if available
3. if her former husband , adult son or daughter is register, reason that why they cannot support her until she
gets new CNIC
4. the CNIC number and registration number of her former husband or adult son or daughter.
5. whether the and who is supporting her.
6. divorce certificate
b. verification by community elder
All the facts must be verified by the community elder and details of verifier must also be note down in GD record
When it is verified that the divorced women needs a separate assistance and is EVI, due to the reason that her
former husband, her adult son and daughter register with the same family number cannot support her till she gets
her CNIC than is such case the GD is required to enlist the divorced women on special tracking number And GD
must also advise the women that she must apply for CNIC and obtain the CNIC with the period of two months
other wise she will be determined as ineligible for food assistance and she must also be advise that to return back
to GD if she faced any kind of difficulties in obtaining the CNIC and GD is required to share the information with
UNHCR. GD may also refer the divorced women to any CNIC legal service provider .
Sharing of information
In all cases where a divorced woman is enlisted on a Special Tracking Number, UNHCR and PDMA/ FDMA
should be informed of the circumstances of the enlisting and the Special Tracking Number (i.e. copy of GD record
in respect of the case to be shared with them) and any updates in respect of the case.
Note
The divorced woman should be informed of possibility of referral to the relevant UNHCR Protection IP if she
wants to stay in camp. EVIs should be referred to any service providers providing special food assistance pending
full registration.
7. Representatives of ill/ disabled people
The general rule is that an IDP’s family cannot be enlisted or register until a adult member of the family present in
person at the registration point but some times it happen that people comes to the registration point saying that
their relative cannot attend due to illness or disability.
a. Duty of GD
In such a situation it become the duty of the GD to encourage the representative of the ill or disable person to
ensure that the ill or disable person should attend the registration point in person, vehicle and the registration
officer will meet the ill or disable person in that vehicle and will record all the details required for registration or
enlisting. And where the ill or disable person lives in camp than in such case UNHCR should be in formed and
UNHCR registration ip will visit the tent where that ill or disable person is lives.
b. Where husband or wife is available
Where it is found that it is impractical for the ill or disable person to attend in person the registration or enlisting
point than the GD should check that whether there is husband or wife of that ill or disable person and if yes than
he or she should be asked to attend.
c. to arrange mobile registration team
Where their left no other mean by which a ill or disable person can be properly enlisted or register than in such
case the GD as a last resort should arrange mobile registration team who will visit the ill or disable at their home
or hospital. But such is a crucial work and takes lots of time for arranging.
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Where mobile registration is arranged, PDMA/FDMA will accompany UNHCR’s Registration IP. PDMA/FDMA
and UNHCR will update their records to reflect the IDP’s vulnerability.
d. obtaining and recording of record by MRT
The following details must be obtain by the mobile registration team.
 Full details of the illness/ disability of the ill/ disabled person, including how long s/he has been ill/
disabled; where s/he lives (full address); where his/her spouse is; whether there are any other people
registered on the same family number
 EVIDENCE (documentary proof) of illness/ disability. Details of this need to be recorded in GD records
(i.e. date of document, who issued it, what it says etc.)
 In these cases it is also CRUCIAL to obtain the TELEPHONE NUMBER AND FULL ADDRESS of the
ill/ disabled person.
The ill/disabled person due to his condition is not be expected to collect their food assistance in person if this will
cause problems for them. They can nominate a family member to collect assistance on their behalf. That person’s
CNIC must be verified by the GD and recorded on registration records in consultation with UNHCR.
8. CASES OF DUALADDRESS
As it is earlier mention that CNIC is the basic requirement for enlisting and registration, it is necessary that both
the address mention in the CNIC must be same and must be of area which is notified by govt and UNHCR as
conflicted area. So It is general rule that both the address mentioned in the CNIC must be of notified area other
wise he or she cannot be enlisted or registered. If one address is changed from that of notified area than such case
must be verified.
For verification that the said person who have come for registration having dual address comes and belongs to
notified area or not and for such the following data must be obtain and record.
 Where the applicant lived in the notified area.
 How long the applicant lived there and the date s/he left;
 The reason why the applicant left the notified area;
 The means of transportation and route taken to leave the notified area;
 Why the applicant’s CNIC does not reflect both addresses in the notified area;
 Where the applicant’s spouse and other family members are living.
b. Verification by community elder
These facts should be verified by a community elder with both addresses on the CNIC in the notified area. Details
of who has verified the facts, including CNIC number, should be recorded on the GD records.
c. Registration on NADRA TOKEN NUMBER
If the GD is satisfied after verification that the applicant is from the notified area and fled as a result of the
conflict, the applicant should be informed that s/he must modify his/ her CNIC to reflect both addresses in the
conflict area and register on a NADRA token, ensuring that NADRA records both addresses on the CNIC in the
notified area.
d. Verification Letter
The applicant should be told to present to the GD with the NADRA token PLUS a copy of the verification from
the Malik, Tehsildar and PA which they must obtain in support of the CNIC application and which confirms both
addresses in the notified area.
e. Assistance Of Leagal Service Provider
If the applicant requires assistance in applying for a CNIC, s/he should be referred to a CNIC legal service
provider.
9. DUALADDRESS BUT EVI
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Some times cases may arise where a person approaches the registration point not only possess dual address in
CNIC but is EVI and in need of urgent assistance. Then in such cases the GD must verify the case before
enlisting it.
Verification of fact
1. If the applicant is an EVI and in need of urgent assistance, record the nature of the vulnerability and why
s/he is in need of urgent assistance.
2. To obtain all data and record the same which proof that said person belongs to notified area.
VERIFICATION BY COMMUNITY ELDER
A community elder must verify that the applicant is from the notified area, fled as a result of the conflict and is an
EVI. Details of who has verified the facts, including CNIC number, should be recorded on the GD records
SHARING INFORMATION
All the record obtain through verification process must be shared with UNHCR and PDMA/FDMA (as applicable)
along with the other facts of the case.
AFTER VERIFICATION
If, after verification, the GD is satisfied that the applicant was living in the notified area and fled as a result of the
conflict AND is an EVI, the applicant should be enlisted immediately but
must be informed that s/he should update his/ her CNIC and modify registration records
within 2 months otherwise s/he may become ineligible for food assistance. UNHCR and PDMA/FDMA should be
informed of the circumstances of the enlisting. The EVI should be referred to UNHCR’s Protection IP if s/he
wishes to stay in camp.
10. WHEN PERSON HAVE NIC, EXPIRED CNIC, COPY OF CNIC OR NADRA TOKEN
At the time of registration cases may arrive where a person comes for registration with an Expired Cnic, Copy Of
Cinc, Nic Or Nadra Token. In such cases the person should not be return with out doing his registration but
applicant must be register. The applicant registering upon NADRA token, expired CNIC, nic must be advise to
apply and abtain new CNIC and to modify his record accordingly. The GD should not only inform and highlight
such cases to UNHCR etc by the time of enlisting but also when the IDP’s obtain new CNIC and the GD modifies
his record, this is because the UNHCR will share it with WFP’
11. WHERE IN CNIC THE ADDRESS IS NOT OF NOTIFIED AREA
Sometimes, it happens that the IDP’s presented for registration have no address in CNIC of notified conflicted
area but claims that he/she belongs to notified conflicted area and and they fled from notified area as a result of
the conflict. Such cases are referred to GD in order to verify that they said person is actually from, was living and
fled from notified area or not.
For verification that the said person who have come for registration belongs to notified area, the following data
must be obtain and record.
1. Where the applicant lived in the notified area.
2. How long the applicant lived there and the date s/he left;
3. The reason why the applicant left the notified area;
4. The means of transportation and route taken to leave the notified area;
5. Why the applicant’s CNIC does not reflect both addresses in the notified area;
6. Where the applicant’s spouse and other family members are living.
These facts should be verified by a community elder with both addresses on the CNIC in the notified area. Details
of who has verified the facts, including CNIC number, should be recorded on the GD records.
c. Registration on NADRA TOKEN NUMBER
If the GD is satisfied after verification that the applicant is from the notified area and fled as a result of the
conflict, the applicant should be informed that s/he must modify his/ her CNIC to reflect both addresses in the
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conflict area and register on a NADRA token, ensuring that NADRA records both addresses on the CNIC in the
notified area.
d. VERIFICATION LETTER
The applicant should be told to present to the GD with the NADRA token PLUS a copy of the verification from
the Malik, Tehsildar and PA which they must obtain in support of the CNIC application and which confirms both
addresses in the notified area.
e. ASSISTANCE OF LEAGAL SERVICE PROVIDER
If the applicant requires assistance in applying for a CNIC, s/he should be referred to a CNIC legal service
provider.
12. WHERE APPLICANTS APPEAR AT REGISTRATION Point ON WRONG DAY
Notified tribes are enlisted on allocated days of the week so where applicants present at the Registration Point on
the wrong day, they can be enlisted so long as they have a CNIC with both addresses in the notified area and they
are VULNERABLE
13. PEOPLE WHO DO NOT APPEAR TO BE IDPs BUT WHO CLAIM THEIR
DEPENDENTS ARE IDPs
Often people who are living/ working outside the notified area (for example, in Karachi lahore or overseas, as
reflected on their CNIC request that they be enlisted because they have dependent family members who were
affected by the conflict and who are IDPs.
DUTY OF GD
In these cases, the GD must inform applicants that they cannot be registered and that their dependents who are
IDPs should register And If their dependents require assistance in obtaining CNIC, they should be referred to
CNIC legal service providers if available in the area of registration.
14. WHERE IN CNIC THE NOTIFIED AREA OR SUB TRIBE IS NOT MENTIONED
Some times it happen that a person presented for the registration with CNIC which do not have address of
notified area or tribe but he claims that he belongs to such notified area and tribe, such cases are referred to the
GD.
a. VERIFICATION OF THE FACTS
In such cases GD should confirms by formal verification that whether the said person belongs to notified area or
tribe. All the relevant data should be obtain and record which reflects that the said person belongs to the notified
area or tribe.
b. VERIFICATION BY COMMUNITY ELDER
All the obtained and recorded data must be verified by the community elder that the applicant is a member of a
notified tribe and should register the applicant on positive verification. Details of who has verified the facts,
including CNIC number, should be recorded on the GD records.
c. SHARING OF RECORD
The GD must share the record along with the other facts of the case with UNHCR and PDMA/FDMA.
d. NOTE
The applicant should be advised to modify his/ her CNIC to reflect the notified tribe (but does not need to do this
before enlisting/ registration). The applicant should be informed that they must modify their registration records
within 2 months otherwise they may become ineligible for food assistance.
POST ENLISTING GRIEVANCES
1 .DATA NOT FOUND
This happens very exceptionally where UNHCR’s Registration IP has no record from UNHCR in relation to a
registration applicant, for example, where incomplete information was registered at the time of enlisting. The GD
should assume that the applicant’s data was not recorded in full at enlisting, apologize and advise the applicant
presenting at the Registration Point to immediately enlist again (i.e. not await their allotted registration day)
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2. NO REGISTRATION FORM RECEIVED FROM UNHCR ALTHOUGH ACTIVE
CASE
Sometimes, the electronic data received from UNHCR shows that the data is active (meaning the IDP should be
registered) but the Registration Form is missing. Such cases are referred to GD the GD should confirm that in real
the registration form of the IDPs is missing. After that the GD should contact UNHCR so that a new form can be
issued. The IDP should be informed to return to the Registration Point after 2 days.
FAMILY TREE ISSUES
3. THE PERSON IS FOUND TO BE INELIGIBLE FOR REGISTRATION BY UNHCR
DUE TO FAMILY TREE
Family tree issues arises where two or more person applied for the registration with same family number, in such
cases UNHCR can register only one person and others are de registered until they change their family number.
Only exceptional cases are entertain and time is given to them to change their family number and in event of
failing to do so their assistance gets stopped.
Following are the few cases with family tree issues which referred to GD..
a. WHERE THE APPLICANT IS FEMALE AND SEPARATED BY HER HUSBAND
WHO IS REGISTER
If the applicant is a female and her husband has registered but they are separated OR she requires separate
assistance, the procedure set out above on Multiple/separated /abandoned wives (with or without a CNIC) should
be followed.
b. WHERE APPLICANT IS A PARENT WHOSE ADULT MARRIED SON/
DAUGHTER HAS REGISTERED
If the applicant is a parent whose adult married son/ daughter has registered, the applicant should be advised that
the adult married son/ daughter and spouse must apply for new CNICs and a separate family number.
c. WHEREAPPLICANT IS A PARENT WHOSE ADULT UNMARRIED SON/
DAUGHTER HAS REGISTERED
If the applicant is a parent whose adult unmarried son/ daughter has registered, the applicant should be advised
that the adult unmarried son/ daughter will be expected to support the applicant. If this is not possible for some
reason, full details of the case, including all exceptional circumstances, should be recorded and the case should be
raised with UNHCR and PDMA/ FDMA.
d. WHEREAPPLICANT IS A MARRIED ADULT SON/ DAUGHTER WHOSE
PARENT HAS REGISTERED
If the applicant is a married adult son/ daughter whose parent has registered, s/he and spouse should apply for new
CNICs and a separate family number.
NOTE
If assistance is required with CNIC applications, these cases should be referred to CNIC legal service providers
and those who were advised to apply for new family numbers, must be asked to approach the GD along with the
new CNICs and family numbers so that UNHCR can be asked to update their registration records.
4. DOUBLE REGISTRATION
This happens where it appears that an IDP has tried to register for a second time. UNHCR cross-checks its records
and informs the Registration Point if the IDP is already registered. The IDP should be provided with the previous
registration number. details on UNHCR registration records are correct to ensure that there has been no error in
registration. If the IDP says that that s/he has lost his/ her Registration Form, the GD needs to follow the
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procedure for obtaining a duplicate Registration Form.
5. SUSPECT ALIEN CASES
Sometimes UNHCR indicates on its records that the applicant is not eligible for registration because NADRA has
verified that the applicant is a suspect alien
a. TO INFORM THE APPLICANT
In such cases GD should inform the applicant that s/he is considered to be a suspect alien (i.e. not a Pakistani
citizen) according to NADRA. And where the applicant stills claim to be Pakistani citizen the GD must verify the
case accordingly
b. Verification from register family member of suspected alien and community elder
The GD should seek full details from the applicant of any family members who are registered and community
elders who can verify the applicant’s background. The names, connection with the IDP (i.e. family members/
community elder etc.) and CNIC numbers of any persons who provides verification should be recorded on GD
records.
If, upon verification, it seems that the suspect alien is a Pakistani citizen and an IDP, full details should be
forwarded to UNHCR and PDMA/ FDMA with a request that UNHCR agree to the registration of the applicant.
POST – REGISTRATION
1. CORRECTION OF REGISTRATION FORM
Correction is needed where there is a mistake on the Registration Form, for example, name, CNIC number etc. In
these cases new Registration Forms will be issued by UNHCR. This applies whether the Registration Form was
issued under the old or new systems (i.e. handwritten or printed Registration Forms).
If the grievance is reported to a GD in a camp
If the grievance is reported to a GD in a camp where a UNHCR Registration IP is operating, the grievance should
be referred to the Registration IP.
If the grievance is reported to GDs outside camp
If the grievance is reported to GDs outside camp or in a camp where there is no Registration IP presence, any of
UNHCR’s Protection IPs can handle the grievance. Details of the correction required must be recorded and share
with UNHCR. UNHCR will amend records and issue a corrected Registration Form. The IDP should be informed
to return to the GD after 4 days
2.Modification of Registration Records and Form
Modification is needed where the CNIC is issued after IDP was registered on a token OR where there is a change
in CNIC records due to changed family tree/ new CNIC. If there is no modification of UNHCR records and
updating of WFP records after modification, WFP may cease food assistance after 2 months where a person has
registered on a token.
a. MODIFICATION OF INCAMP IDPS FORMS
In a camp situation, if a UNHCR Registration IP is operational, the Registration IP is responsible for notifying
UNHCR in relation to all cases where modification of registration records is needed and these cases should be
referred to the UNHCR Registration IP.
b. IN OTHER CASES
In other cases any GD can deal with these grievances.
c. ISSUANCE OF NEW REGISTRATION FORM
Where modification of registration records or form is needed, new Registration Forms will be issued by UNHCR.
This applies whether the Registration Form was issued under the old or new systems (i.e. handwritten or printed
Registration Forms).
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d. SHARING OF RECORD
Details of modification required must be emailed to UNHCR. UNHCR will amend records and issue modified
Registration Form.
3. LOST REGISTRATION FORM AND DUPLICATE REGISTRATION
FORM..
A duplicate Registration Form is needed where the IDP loses his/ her Registration Form.
FOR INCAMP IDPS
In a camp situation, if a UNHCR Registration IP is operational, the Registration IP is
Responsible for notifying UNHCR in relation to all cases where duplicate Registration Forms are required and
these cases should be referred to the UNHCR Registration IP.
In other cases any GD can deal with these grievances.
Duplicate forms will be issued by UNHCR. This applies whether the Registration Form was
issued under the old or new systems (i.e. handwritten or printed Registration Forms).UNHCR will be requested to
issue a duplicate Registration Form. The IDP should be informed to return to the GD after 4 days. The GD should
record on the reverse of the Registration Form that it is a duplicate form and that NFIs cannot be collected on
presentation of the form.
POST-REGISTRATION FOOD SUSPENSION
1. INELIGIBILITY FOR FOOD ASSISTANCE DUE TO DUALADDRESS
These are cases where the IDP filing the grievance has one address in the notified area and one address outside the
notified area on his/ her CNIC. Both addresses must be from the notified area. These cases arise post-registration,
typically after NADRA verification. The IDP may have been registered by mistake previously or it may be that
s/he was registered and told to modify his/ her CNIC to reflect both addresses in the notified area but s/he
neglected to do so.
a. Verification of facts
The GD should verify whether the IDP is from the notified area and fled the notified area as a
result of the conflict by asking the following questions:
(1) Where the IDP lived in the notified area;
(2) How long the IDP lived there and the date s/he left;
(3) The reason why the IDP left the notified area;
(4) The means of transportation and route taken to leave the notified area;
(5) Why the IDP’s CNIC does not reflect both addresses in the notified area;
(6) Where the IDP’s spouse and other family members are living.
b. VERIFICATION BY COMMUNITY ELDER
These facts should be verified by a community elder or another person from the same area as the applicant
and with both addresses on the CNIC in the notified area. Details of who has verified the facts, including
CNIC number, should be recorded on the GD records. If, upon verification, the GD is satisfied that the IDP is
from the notified area and fled as a result of the conflict, the IDP should be informed that s/he must modify
his/ her CNIC
c. REFERRING TO NADRA
Refer the IDP to NADRA to modify the CNIC and to a CNIC legal service provider if available. Advise the
IDP to return to the GD after applying to modify the CNIC with the NADRA token and a copy of the
attestation from the Malik, Tehsildar and APA showing both addresses in the notified area. The GD should
request UNHCR to contact WFP so that food assistance is resumed once a NADRA token and attestation are
presented. The IDP should be informed to return to the GD again when a modified CNIC is obtained and
UNHCR will inform WFP that a new CNIC with both addresses in the conflict area has been issued.
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2. Head of Household who was registered had dual address but spouse
was eligible for registration
The GD should ask the questions above mention to verify that the spouse presenting lived in the
notified area and fled as a result of the conflict.
b. If verified:
1. Spouse with CNIC
If the spouse has a CNIC, UNHCR should be requested to modify registration records to reflect the spouse
presenting as the HoH and inform WFP to resume food assistance.
2. Spouse without CNIC
If the spouse has no CNIC, s/he should be advised to obtain a CNIC and should be assisted
by a CNIC legal service provider if available and required. The spouse must be advised to return to GD once
she has applied for the new CNIC and obtained a NADRA token along with the NADRA token AND the
attestation from the Malik, Tehsildar and APA verifying both of her addresses in the notified area.
3. Upon presentation of the NADRA token and attestation at the GD, the GD should
request UNHCR to modify registration records on the basis of the NADRA token and attestation and inform
WFP that food assistance should be resumed
c. WHEN NEW CNIC IS OBTAINED
Once a new CNIC is obtained, UNHCR should be requested to modify registration records
and issue a modified Registration Form. UNHCR should also be requested to update WFP on the
modification of registration records.
3. Those registered on the basis of old PA lists
In cases where the IDP was registered on the basis of an old PA list and has now been determined to be
ineligible for food assistance The GD must after the formal verification record his data and where the
complainant is from a tribe/ area that is not notified, s/he is not entitled to continued food assistance.
a. UPON VERIFICATION
If, upon verification, the GD is satisfied that the IDP is from the notified area and fled as a result of the
conflict but his/ her CNIC does not reflect both addresses in the notified area, the IDP should be informed that
s/he must modify his/ her CNIC.
b. REFERRING TO NADRA
The IDP should be referred to NADRA to modify the CNIC and to a CNIC legal service provider if available.
Advise the IDP to return to the GD after applying to modify the CNIC with the NADRA token and a copy of
the attestation from the Malik, Tehsildar and APA showing both addresses in the notified area.
Once the IDP has done so, the GD should refer case to UNHCR to request that WFP resume food assistance.
Once a modified CNIC is obtained, the GD should follow the procedures outlined above for modification of
registration records and request UNHCR to update WFP.
3. DUPLICATE CNIC
Upon registration, NADRA sometimes verifies that some registered IDPs have more than one CNIC. In such
cases WFP may determine that the IDP is ineligible for food assistance. These are complex cases and can only
be decided by UNHCR and WFP. The IDP should be informed of this.
In such cases the GD should obtain and record the following information:
1. Establish if the IDP has more than one CNIC and, if yes, why the applicant has more than one CNIC.
2.If found to have more than one CNIC, advise the IDP that it is an offence to have more than one CNIC and
that s/he will be required to surrender one CNIC and pay a fine of between 10,000 and 30,000PKR when they
visit NADRA.
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3. The GD should refer the case to a CNIC legal service provider for specialist advice as these are very
complex cases and the IDP will require assistance in drafting affidavits required when surrendering one of the
CNICs.
b. WHERE BOTH CNICS CONTAIN DIFFERENT ADDRESS
It is important to note that in some instances the CNICs may have different addresses e.g. one CNIC from
notified area and one from an area that is not notified. In such cases, the GD should try to establish the real
address of the IDP and, if both addresses are from the notified area, this should be verified by a community
elder whose name and CNIC number should be recorded.
c. WHERE IDP CANNOT PAY FINE IMMEDIATELY
Where the IDP cannot immediately afford to pay the fine and resolve the issue with NADRA, inform
UNHCR of the circumstances of the case, inform UNHCR which CNIC the IDP wishes to use. Request that
UNHCR modify registration records to reflect this and ask WFP to resume food assistance pending payment
of fine by complainant
d. WHERE IDP CAN PAY FINE
If the IDP is able to pay the fine, ask him/ her to return to GD upon surrender of one of the CNICs to NADRA
with proof of this so that the GD may send updated CNIC information to UNHCR in order that registration
records can be modified.
4. FAMILY TREE – RECORDED BY NADRAAS SPOUSE
REGISTERED/ PARENT REGISTERED/ CHILD REGISTERED
CASES
Family tree cases are cases where more than one IDP with the same family number has been registered. This
is revealed at the time of NADRA verification and WFP often determines that the IDP is ineligible for food
assistance as a result. Sometimes, NADRA non-verifies ALL family members with the same family number
and WFP determines that ALL family members are ineligible for food assistance as a result. The 2/ more IDP
family members registered could be spouses, sons/ daughters, brothers/ sisters or parents. The GD should
establish who in the family is already registered and their relationship to the IDP presenting at the GD. The
following procedures should be followed depending upon what is revealed.
1. Spouse already registered – unless the case falls into one of the categories below, the IDP will not
be eligible for food assistance and must rely upon his/ her spouse to support him/ her.
2. Spouse registered- Multiple/separate/abandoned wives
Sometimes a female IDP presents at the GD who is involved in a polygamous marriage or who is separated
from/has been abandoned by her husband. Often these females are amongst the most vulnerable persons as
they have no means of support.
a. Verification process
The GD must obtain and record the following information:
1. If the female IDP’s husband/other wife/wives have registered, establish if the family is living together as
one household or if the IDP is a multiple/separated/abandoned wife is in need of separate assistance (for
instance because she is not living with her husband and is in need of her own assistance as she has no
means of supporting herself and/or any dependent children or is living with her husband and other wife/
wives but the family is too large (i.e. larger than 7 persons) to be supported on one food ration.
2. Obtain her CNIC number and husband’s CNIC number or the wife/wives who are
registereCNIC/registration numbers.
3. Ask where and with whom she is living and how she is supported
4. Ask where her registered husband/other wife/wives are living and with whom
5. Ask how many children are living with her and their ages?
6. Obtain verification of the facts of the case from a community elder, noting the name and CNIC number
of that person on GD records.
b. If verified to be a genuine separated/abandoned/multiple wife in need of separate
assistance, inform UNHCR of the verification and request UNHCR to ask WFP to resume food assistance.
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c. EVI Cases
In EVI cases where urgent food assistance is required, WFP IPs can verify that the
multiple/separate/abandoned wife is in need of separate assistance and an EVI on the spot this on the spot and
the GD must obtain and record
d. verification by community elder
The information obtained and record must be verified by the community elder. Details of who has verified
these facts, including CNIC number, should be recorded on the GD records.
e. After verification
If verified as an EVI, WFP records will immediately be amended to reflect that the EVI is eligible for food
assistance as an EVI multiple/separate/abandoned wife The GD should inform UNHCR and WFP providing a
copy of the GD record Widow with same family number as another registered person
3. Widow with same family number as another registered person
Obtain and record the following information on GD records:
1. Check if she has his/her own CNIC. If she has own CNIC, the GD should check if she has any adult sons
or daughters /other wife/wives with the same family number who have registered.
2. If yes, she will be expected to rely on registered sons/daughters for support. If this is not possible, for
example, if those already registered have too many dependents or she herself has dependent children and
she is therefore in need of separate assistance, record full details of why she requires separate assistance.
3. The names, CNIC numbers and registration numbers of registered family members with the same family
number
4. Details of how many dependents these family members have
5. Details of how many dependents the divorced woman has
6. Confirmation of why she is in need of her own assistance.
Verification of the facts of the case should be sought from a community elder whose name and CNIC number
should be recorded in GD records.
c. Sharing of record
The GD should refer the case to UNHCR explaining the widow’s circumstances (copy GD records) and the
fact that she has been verified to be in need of separate assistance. UNHCR should be requested to ask WFP
to resume food assistance.
d. EVI Cases
In EVI cases where urgent food assistance is required, WFP IPs can verify on the spot whether the widow is
in need of separate assistance and requires assistance urgently and the GD will record:
(1) The answers 1-6 above
(2) Any other details which indicate a need for urgent assistance.
e. Verification by community elder
The above information must be verified by a community elder. Details of who has verified the facts, including
CNIC number, should be recorded on the GD records.
f. IF VERIFIED AS AN EVI,
WFP records will immediately be amended to reflect that the EVI widow is eligible for food assistance The
GD should inform UNHCR and WFP providing a copy of the GD record In cases where the widow has
married sons/daughters with the same family number as her who have registered, she should be advised that
family should separate their family tree by applying for new (CNIC(s) and family number (s) and then modify
their registration records within 2 months otherwise it may be determined that she is ineligible for continued
food assistance. When the family members return to the GD with new CNICs and family numbers, UNHCR
should be requested to modify registration records and inform WFP
4. Divorced woman with the same family number as another person:
Sometimes a divorced woman may have registered with a CNIC that has the same family number as her
former husband and as a result WFP may determine that she is ineligible for food assistance. Same family
number as former husband/ other wives, no other family members registered
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The GD should obtain and record the following on GD records:-
1. Establish if the divorced woman has the same family number as her former husband. The GD also needs
to establish if anyone else with the same family number has registered e.g. her adult sons/daughters.
2. If there is no one apart from the husband registered, the divorced woman should be
3. advised to separate her family tree from her husband’s. She will need a divorce certificate for this. It is a
complex procedure and she should be referred to a CNIC legal service provider.
4. She should be told to return to the GD once she has a new CNIC with a new family number so that her
registration records can be modified. At that point UNHCR should be asked to request WFP to resume
food assistance.
b. EVI cases
In EVI cases where urgent food assistance is required by the divorced woman, WFP IPs can verify this on the
spot and the GD will record:
1. the fact that she is divorced but still has the same family number as her husband
2. Where s/he is living and how s/he is supported
3. Whether s/he has any children living with him/ her. If so, how many children and their ages
4. Any other details which indicate a need for urgent assistance.
The above information must be verified by a community elder. Details of who has verified the facts, including
CNIC number, should be recorded on the GD records.
c. If verified as an EVI divorced woman, WFP records will immediately be updated to reflect that
the EVI divorced woman is eligible for food assistance The GD should inform UNHCR and WFP providing a
copy of the GD record
5. DIVORCED WOMAN WITH SAME FAMILY NUMBER AS
FORMER HUSBAND/ OTHER WIVES AND OTHER FAMILY
MEMBERS REGISTERED
If the divorced woman has adult sons/ daughters who are registered, she will be expected to rely on them for
assistance unless she is determined to be in need of separate assistance (because she and any dependent
children cannot be supported by that others who are registered due to the number of family members being
too large (exceeding 7 in all) or other reason which must be explained). If this is the case, full details must be
recorded in GD records including:
1. The names, CNIC numbers and registration numbers of registered family members with the same family
number
2. Details of how many dependents these family members have including names and ages
3. Details of how many dependents the divorced woman has and their ages
4. Confirmation of why she is in need of her own assistance.
b. Verification of facts by community elder
Verification of the facts of the case should be sought from a community elder whose name and CNIC number
should be recorded in GD records.
c. Sharing of information
If she has been verified to be in need of separate assistance, UNHCR should be informed and requested to ask
WFP to resume food assistance.
d. EVI cases
In EVI cases where urgent food assistance is required, WFP IPs can verify this on the spot
and the GD will record:
1. The answers to 1-4 above
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2. where she is living and how she is supported
3. Any other details which indicate a need for urgent assistance.
4. The above information must be verified by a community elder. Details of who has verified the facts,
including CNIC number, should be recorded on the GD records.
e. If verified as an EVI,
WFP records will immediately be amended to reflect that the EVI is eligible for food assistance as an EVI
.The GD should inform UNHCR and WFP providing a copy of the GD record
NOTE
The divorced woman should be advised to separate her family tree from her former husband/ family members
by applying for a new CNIC. She will need a divorce certificate for this. It is a complex procedure and she
should be referred to a CNIC legal service provider. She should be informed that she has 2 months to
complete the process and then modify her registration records otherwise it may be determined that she is
ineligible for continued food assistance. When the divorced woman is issued a new CNIC, UNHCR should be
requested to modify registration records and issue a new Registration Form.
6. If the IDP is a parent whose adult married son(s)/ daughter(s)is/ are also registered
on the same family number:
The GD should advise the IDP that the adult married son(s)/ daughter (s) must separate his/ her/ their family
tree from that of his/ her/ their parents (i.e. apply for a separate family number). It is important to advise that
both the registered son(s)/ daughter (s) and the registered son(s)/ daughter(s)’ spouse separate their family tree
from their parents. Advise that once the adult son(s)/ daughter(s) apply to NADRA for a new family number
and present evidence of this by way of NADRA token, they should visit the GD so that UNHCR can be
requested to ask WFP to resume food assistance Food assistance will only be resumed for 2 months to allow
for the issuance of new CNIC and modification of registration records.
When new CNICs (with new family number) are issued to the IDP’s son(s)/ daughter(s) and spouse, the GD
should request modification of registration records and a new Registration Form.
7. Parent registered
The GD should:
(1) Establish if the IDP has a separate family number from his/ her parents
If the IDP has not separated their family tree after marriage, advise that s/he and spouse will need to apply to
NADRA for new CNICs with a separate family number (both husband and wife in new marriage must
separate from their family trees). Advise that they will need to proof of their marriage e.g. a Nikah Nama.
a. Refer IDP to a CNIC legal service provider providing assistance with civil documentation
matters if available and if the IDP requires advice/ assistance.
b. Advise the IDP to return to GD once s/he and spouse have applied for new CNICs
with separate family number with their NADRA token so that the case can be referred to UNHCR to request
WFP to resume food assistance.
Once new CNICs with new family number are issued by NADRA, advise the IDP to return to the GD so that
UNHCR can be requested to modify registration records and issue modified Registration Form.
8. INCORRECT CNIC/CNIC ERROR
Incorrect CNIC can occur under three circumstances:
1. the error could arise from NADRA during the initial application for a CNIC wherein, for example, the
CNIC gender or name of the complainant may be wrong;
2. the CNIC error could occur during registration where an incorrect CNIC number, name, gender etc. could
be inserted on the Registration Form;
3. the CNIC error could occur during WFP data entry.
4. The GD should:-
25

To Examine the CNIC and Registration Form. If the error is from NADRA, refer IDP to
NADRA for correction of CNIC. Advise the IDP to return to the GD to modify registration records and
request modified Registration Form after NADRA has corrected the CNIC. If the error is from registration or
UNHCR, refer the case to UNHCR for correction of registration records and issuance of correct Registration
Form. If the error is in WFP records, liaise with WFP to correct their records. In all of the above cases, the
WFP IP can immediately update the WFP database to reflect that food assistance is resumed to the IDP
9. SUSPECT ALIEN CASES
Sometimes WFP determines that an IDP is ineligible for food assistance because NADRA has verified that
the applicant is a suspect alien The GD should advise the applicant that s/he is a regarded as a suspect alien
(i.e. not a Pakistan citizen) according to NADRA.
a. Verification from the registered family member and community elder
The GD should seek full details from the applicant of any family members who are
registered/ community elders who can verify the applicant’s background. The names,
connection with the IDP (i.e. family members/ community elder etc.) and CNIC numbers of any person who
provides verification should be recorded on GD records.
b. After verification
If, upon verification, it seems that the suspect alien is a Pakistani citizen and an IDP, full
details should be forwarded to UNHCR and PDMA/ FDMA with a request that UNHCR ask WFP to resume
food assistance.
10. Not from conflict zone
This could occur if, for example, the IDP was previously registered but WFP has since determined that the
IDP is ineligible for food assistance because his/ her address is not from the notified area. This can occur for a
variety of reasons, for example, the IDP may have been mistakenly registered or may have been registered on
the basis of oral verification but may not have modified his/ her CNIC or may have modified the addresses on
the CNIC but because the new CNIC was issued outside the notified area, NADRA confirms upon
verification that the IDP is not from the conflict zone (notified area). In such cases the GD and all other
stakeholders should follow the same procedures as set out in relation to Dual Address cases above.
11. NO RECORD
In some instances, the IDP’s data may be missing from any records. This could be because they were
registered under the old system where manual forms were used and the form has been misplaced. Data could
also be missing if it is yet to be entered in the UNHCR database or is yet to be updated or where the record is
still being filtered at NADRA.
In such cases the GD should take following steps..
Establish where the IDP is living. If in camp, UNHCR’s Community Services/ Protection IP should verify
the IDP’s information through camp profiling data. If off-camp????
Refer case to UNHCR if verified.
If data is not found, refer case to UNHCR’s Registration IP for fresh registration?????
In respect of those for whom registration is no longer open, the GD should:-
Check if the IDP has a CNIC and that the address is from a notified area Refer to UNHCR in the case of non-
Khyber IDPs and UNHCR Registration IP where registration is still open.
12. VERIFIED BLOCK (I.E. NON-VERIFIED BY NADRA)
Cases are classified in this category when the complainant’s family had previously been verified and provided
with assistance but blocked after sometime for unknown reasons. GD should refer such cases to UNHCR?
13. REGISTERED BY TOKEN
This relates to cases where the IDP was initially registered on a NADRA token. In such cases, IDPs are
facilitated with food assistance for 2 months, after which assistance ceases if the IDP does not modify their
registration records to reflect their CNIC number.
The GD should:-
1. Check if IDP has now received a CNIC or updated his/ her CNIC
26

2. If CNIC has been received/updated, request UNHCR to modify registration records and
3. update WFP.
4. If CNIC is not yet received, find out reasons for delay, ensure that the IDP is assisted to
5. obtain a CNIC and seek advice from UNHCR about how to deal with the case where it seems the
case cannot be resolved (i.e. CNIC is unlikely to be issued or will be significantly delayed)
14. Change of food collection point by IDP
In some cases the IDP may wish to change the location where s/he would like to collect his/
her food, for example, because s/he has moved out of the camp to a host area or from the host area into the
camp. Changing the location of a food collection point is straightforward within a district but should only be
requested where there is a good reason and the reason should be explained on GD records.
The GD should obtain and record the following information on GD records:
1. Establish where the complainant used to collect food
2. Establish where the complainant would like to collect food
3. Explain why the IDP wants to change his/ her food collection point. Note all exceptional
circumstances
Sharing of information
Send the information (copy of GD record) to UNHCR and request that WFP be asked to
change the food collection point.
15. ACCESS TO TENTS &NFI
a. Registered without a tent
Some IDPs may have been registered at a time when there was no sufficient space in the camp and as such,
IDPs opted to live with family members or relatives on or off the camp without receiving their own tent.
Generally, PDMA/ FDMA should be able to provide such persons with tents if they now wish to have their
own tent in the camp instead of sharing.
The GD should obtain and record the following information on GD records:-
1 Check that the IDP is registered and eligible for assistance.
2 Refer the case (with full details from GD records) to PDMA/ FDMA for provision of tent
3 Follow up on the case to ensure assistance is received. TIMEFRAME
In some cases the IDP may be considered as an IDP RWT (registered without tent) and may be excluded from
other assistance or NFIs if they do not have a tent. In such cases The GD should:-
1 Refer case to PDMA
2 Follow up on the case to ensure assistance is received.
If assistance is denied in above cases either tent or NFI, cases should be referred to UNHCR for further
action and follow up. Assistance should be provided within 2 weeks.
b. DAMAGED TENT
In some cases the IDP may have been previously registered received a tent but the tent has
since been damaged and is posing safety /privacy or other risks to the IDP. The GD should:-
Refer the case to community mobilization in camp for verification that that tent is
damaged/unusable (within 1 day)
If tent is verified as damaged, refer the case to PDMA/ FDMA
Follow up to ensure new tent is provided.
If assistance is denied in above case refer case to UNHCR for further action and follow up.
Assistance should be provided within 2 weeks.
3. RETURN GRIEVANCES
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1. INDIVIDUAL RISK IN AREA OF ORIGIN (for example, because of employment,
personal enmity etc.
This risk can be related to the reason for their initial displacement OR to the conflict in FATA OR to events
that have arisen since their displacement. The risk can be related to a certain localized area that remains
unstable or is very near to an unstable area, to membership of a particular group that continues to be targeted
(for example, because of their occupation/job, religion, ethnic origin, political views or associations etc.) or to
an individual threat , violence or intimidation. These cases are regarded as long-term unable to return to area
of origin cases. Full details should be recorded by the GD on the Protection Cluster Grievance Desk (Returns)
Form in accordance with the guidance. The IDP should be informed that if the grievance is accepted, s/he will
be de-registered and provided with the return package in the area of displacement , No assistance will be
available should IDP return
2. IDP is prohibited from rebuilding on his/her land or is not permitted/
able to return to or access the property in which s/he lived before
displacement
These are cases where it is impossible for an IDP to return at the current time because s/he is prohibited from
rebuilding on his/her land or are not permitted/ able to return to or access the property in which s/he lived
before displacement.
1. Full details should be recorded by the GD on the Protection Cluster Grievance Desk (Returns) Form in
accordance with the guidance.
2. The IDP should be informed that if the grievance is accepted, the IDP will continue to be registered and the
situation will be reviewed on a 3 monthly basis.
3. SPECIAL VULNERABILITIES
These cases arise where an IDP cannot live in safety and dignity in his/her area of origin as a result of his/her
vulnerability, for example, because of health concerns such as where an IDP, due to chronic illness, needs to
be able to access urgent medical assistance and cannot in his/her area of origin because s/he is not allowed to
travel during curfew, or where a female IDP is experiencing a difficult pregnancy and is from an area where
there are no medical services, or where an IDP is suffering from malnutrition (those receiving medical
treatment in displacement which is not available in area of origin).
1. Full details should be recorded by the GD on the Protection Cluster Grievance Desk (Returns) Form in
accordance with the guidance.
2. The IDP should be informed that if the grievance is accepted, s/he will be de-registered and provided with
the return package in the area of displacement , No assistance will be available should IDP return.
4. AREA OFFICIALLY DE-NOTIFIED BUT P.A SAYS ITS UNSAFE.
Full details of the case should be recorded andLetter should be sought from the Political Administration
confirming which de-notified villages are unsafe
4.OTHER GRIEVANCE ISSUES
1. Access to public Schools
As per directive from Ministry of Education, all registered IDPs are eligible to access public schools in the place
of displacement without need to make payment. In some instances, however, IDPs may be denied access to
schools due to lack of school leaving certificate which they may not be able to obtain since they may not be able
to access their place of origin. It is also important to note that the Education Department has directed that a school
leaving certificate is not required in order to access a school. Schools also sometimes refuse admission stating the
school is full.
The GD should ensure they document such cases fully and accurately. In particular, the
Following information should be obtained and recorded:
1. Establish the location and name of school where access was denied and the reasons given
28

2. Refer the case to a relevant service provider follow up and advocacy with the school.
3. Refer these cases to the Education, Protection and Child protection cluster noting action taken to resolve the
issue thus far.
2. Access to health services
According to Ministry/Depart of Health directive all registered IDPs are entitled to free health services in places
of displacement including free tests, x-ray etc. IDPs however sometimes face obstacles/are denied access to health
services. It is important to properly document such cases in order to ensure follow up and advocacy.
The GD should obtain and record the following information:-
1. Establish the location and name of health facility where access was denied and the reasons
Given
2. Refer the case to a relevant service provider for follow up and advocacy with the health
facility.
3. Refer the case to Health, Protection and Child protection cluster noting action taken to
resolve the issue thus far.
4. It is worth mentioning that the above directive does not cover cases of chronically ill IDPs which
should be followed up on with the Ministry of Zakat.
3. Harassment
In some cases IDPs may report harassment targeted at them.
The GD should:-
1. Establish the form of violence, perpetrator etc
2. Case should be referred to UNHCR Protection IPs who can deal with criminal cases and if unavailable refer to
UNHCR with full details of the case.
3.If harassment is of a high profile nature and GD staff feel case may best be solved with UNHCR involvement,
the case should immediately be referred to UNHCR for follow up.
4. Discrimination
IDPs may sometimes experience discrimination for various reasons include tribe, ethnicity,
minority status etc.
The GD should:-
1. Record the form of discrimination, perpetrators etc
2. Refer the case to UNHCR Protection IPs who can deal with criminal cases and if unavailable
refer to UNHCR with full details of the case for follow up of the case with the authority/service
provider/whomever is allegedly the perpetrator.
3. If discrimination is of a high profile nature and GD staff feel case may best be solved with
UNHCR involvement, the case should immediately be referred to UNHCR for follow up.
29

Grievance HSSAN

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