Complaint Management - Anti

Pakistan Anti-Fraud Hotline (AFH)
Saad Rashid,
Executive Director, TI-Pakistan
About us
• Established as a Trust in 2001
• Accredited as a National
Chapter since 2005
• Head Office is in Karachi
• Operates Independently
under TI’s Governance Policy
• Oversight by a 9 member
volunteer Board of Trustees
What We Do
•
•
•
•
USAID Anti-Fraud Hotline
Advocacy and Legal Advice Center
Public Procurement Monitoring
Anti Corruption Pakistan Project
(Awareness in Youth and
Children)
• National Integrity System Study
(2002 and 2013)
• National Corruption Perception
Surveys
Complaint Handling Procedure
• Complaints can be filed in-person or by phone, Internet, fax, mail, or
email.
• Telephone operators speak English, Urdu, Pashtu, Sindhi, Punjabi and
other local dialects.
• Complaints of fraud or corruption in USAID projects referred to USAID
OIG for investigation.
• Service delivery issues related to some USAID projects referred to
Mission and implementing partner.
• Complaints on non-USAID projects referred to implementers, when
possible.
Complaint Handling methods.
There are two methods by which complaints will be generated by
Transparency International, Pakistan with reference to the AFH:
1.
Through scanning of procurement notices of USAID funded projects
published in newspapers and the PPRA website.
2.
By complaints received through the AFH website, email, calls received
on the toll free number, fax, postal mail or visit to TI-P office.
Handling PPRA related complaints
A.
Method One
•
TI-Pakistan’s procurement experts examine complaints related to procurement
to find alleged violations of the Public Procurement Rules 2004, Sindh Public
Procurement Rules, 2010 and Punjab Procurement Rules.
•
If the complaint is genuine, TI-P will write to the organization informing it of
the details of the complaints and pointing out violation of rules allegedly
committed.
•
Organization asked to respond as soon as possible with clarification.
Continued……..
Notes
All complaints are investigated by OIG.
TI-P uploads all communications of the case on its website.
Copies of the letter will also be marked to the concerned authorities.
Handling PPRA related complaints
A.
Method One
•
If violation is detected in the procedures adopted by the Procuring
Agencies/NGOs, TI-P suggests to the organization of the
violations, requesting them to rectify it.
•
If the complainant's contention is incorrect he is advised accordingly and
the case is closed.
•
TI-P will also inform the concerned Minister, AGP/Provincial AG, NAB,
PACs ,Public Procurement Regulatory Authority and OIG as the case may
be.
•
TI-P will also upload all communications of the case on its website.
Notes
All complaints are investigated by OIG.
TI-P uploads all communications of the case on its website.
Copies of the letter will also be marked to the concerned authorities.
Handling Non PPRA complaints
A. Method Two
• Complaint ID with system assigned pin to check status online.
• Alerts to complainants if they provide email address
• Multiple allegation types, Gender selection, location selection, Project,
NGO name, Awareness medium for e.g. TV, Radio, Newspaper, Bill
Board
• Reports are readily available for all complaints that are uploaded.
• Instant Alerts to TIP and OIG selected staff
• SSL secured website
• Independent hosting with immediate shutdown accessibility if
required.
AFH Referrals
Hotline Activity
• 5,941 complaints received by Hotline (vast majority related to
flood-relief programs)
• 1,646 referrals
– Hundreds of referrals to UNWFP regarding fraud, corruption, and
service delivery issues
– Many referrals to USAID Pakistan on program effectiveness
– Referrals sent automatically to: BISP, FAO, UNDP, UNFPA, UNICEF,
UNOPS, World Bank, Save the Children, ECHO, and DFID
• 15 complaints received regarding PPRA violations on G2G projects.
Resulted in numerous cancelled procurements and re-tendering
G2G Projects
• Complaints regarding Procurement violations by GoP entities on
USAID-funded projects handled by TI-P in accordance with
Pakistani law (with OIG notification)
• Monitoring Tender Advertisement, Media reports, Complainants
• 14 complaints of Procurement Rules violations
 Water and Power Development Authority
 Benazir Income Support Program
 Sui Southern Gas Company
 Sindh Department of Education
8
2
3
1
• In all cases Transparency International Pakistan wrote letters to
the relevant Procuring Agency highlighting the violation of Rules
• Majority of tenders were re-invited
Quarterly progression of Complaints Vs. Calls
Allegation Type – Inception till Sep 2013
519
391
609
15
736
467
3109
AID request
other
PPRA violation
Procurement fraud
Service Delivery Issue
Solicitation of bribe
Theft of goods
Quarterly progression – Logged Complaints
Quarterly Progression - Logged Complaints
1400
1303
1200
1000
800
600
549
516
605
591
489
395
400
432
378
278
252
200
0
OIG Fig
JulJan-Mar'11 Apr-Jun'11 Jul-Sep'11 Oct-Dec'11 Jan-Mar'12 Apr-Jun'12 Jul-Sep'12 Oct-Dec'12 Jan-Mar'13 Apr-Jun'13
Sep'13(Qtr
(Qtr 2 Yr 1) (Qtr 3 Yr 1) (Qtr 4 Yr 1) (Qtr 1 Yr 2) (Qtr 2 Yr 2) (Qtr 3 Yr 2) (Qtr 4 Yr 2) (Qtr 1 Yr 3) (Qtr 2 Yr 3) (Qtr 3 Yr 3)
4 Yr 3)
516
1303
549
489
605
591
395
432
378
278
252
Provincial Breakdown of Complaints
Province Percentage
80.00%
73.93%
70.00%
60.00%
Punjab
50.00%
Sind
40.00%
Balouchistan
KPK
30.00%
Other
20.00%
11.58%
10.00%
6.13%
0.00%
1
4.41%
3.52%
Provincial Breakdown of Complaints
76
312
70
759
Khyberpakhtunkhwa
11
FATA
Punjab
78
Gilgit Baltistan
Azad Kashmir
424
Balochistan
Sindh
Federal Government
4211
Results
• Significant program improvements
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–
–
–
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•
•
•
•
•
•
USAID scholarship program procedures improved
$200 million + in grants programs managed by local NGOs enhanced
Increased emphasis on conflict of interest policies
Service delivery improvements by WFP
Termination of 3 USAID Projects
3 USAID debarments/1 UN permanent suspension
Questioned costs of over $6 million
Expected savings of over $2 million
Termination of over 25 NGO employees
Recoveries or savings of over $200K on grants programs
Numerous education officials terminated for diverting cooking oil
meant for children
Thank You