Islamabad
The Federal Ombudsman Mr. Ejaz Ahmad Qureshi taking cognizance of complaints against NADRA constituted a team of senior officers comprising Mr. Muhammad Humair Kareem, Additional Secretary WMS, Mr. Muhammad Saqib Khan, Consultant/Registrar and Mr. Adnan Ahmad, Investigation Officer to visit NADRA and submit report.
The committee has submitted its report after visiting NADRA Centre Blue Area Islamabad, after listening to the complaints of general public, witnessing the entire process of issuing CNICs/Succession Certificate and holding meeting with the management of NADRA.
The team observed and noted number of complaints of general public including overcrowding of visitors, availability of only one facilitation desk for more than 1800 visitors daily, inadequate parking space, overcharging of photo copying by the outside vendor, repeated visits by a person to provide required documents.
The lady visitors highlighted number of difficulties in issuance of Succession Certificate. The team also listened to the problems of the management.
The Director General NADRA Brig. Talat Qayyum informed that after operationalizing three new Facilitation Centers at Tarlai, Bara Kahu and at Golra, the issue of overcrowding would be resolved. The team asked the NADRA authorities to let the applicants prior all the required documents in one go, so that they may not visit time and again about the purpose.
The DG NADRA informed about the difficulties in identifying an intruder in a family tree for which they have to take extra care and make cross questions to confirm the genuineness or otherwise of the intruder.
The team also inquired for charging Rs.10,000/- for duplicate CNIC.
In turn, he informed that NADRA only charges Rs.1000/- for cancellation of duplicate CNIC in case of minor change in data, however, the applicant has to pay Rs.10,000/- in case of misuse of the previously issued CNIC.
The team also inquired regarding complaints for use of thumb impression for issuance of number of mobile Sims through illegal ways.
They informed that they have biometric facility and facial detection system which automatically detects thumb impression. However, they failed to satisfy the team on these complaints.
The Federal Ombudsman directed NADRA to establish one more Facilitation Centre in the outskirts of ICT along Islamabad Expressway. He also directed NADRA to establish separate Facilitation Centers for people who want to get speedy/fast track services by making appointments. He also directed NADRA to make liaison with CDA and ICT Administration for removal of encroachments outside the NADRA Centre for provision of sufficient space for parking. He also directed to establish common interface of MIS system with verifying Agencies for verification of national status on fast track. The Ombudsman further directed to appoint Floor Manager to guide the general public in availing the services of NADRA. The Ombudsman also directed NADRA to make arrangements for early detection of Duplicate CNIC so that duplicate fee of Rs.10,000 may not be charged on account of holding duplicate CNIC while processing such applications. The Ombudsman also directed his team to caring out frequent inspection visits of NADRA headquarters for ascertaining and removing public difficulties.
