Grievance Redress System
Grievance Redress System - Types of Grievance and Complaints PDF Print E-mail
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Written by 4Ps Social Marketing Unit   
Monday, 13 July 2009 06:50
Article Index
Grievance Redress System
Types of Grievance and Complaints
Steps in the Filing of Grievance or Complain
Grievance Redress Structure
Reporting and Dissemination
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Types of Grievance and Complaints


Table 1: Types Grievance

Typology Description

Exclusion Error

Complaint or protest from an individuals or households excluded from the beneficiary list who feels they should be included in the program.
Inclusion ErrorComplaint about an individual registered as a beneficiary who is considered by the complainant to ineligible to receive Pantawid Pamilya cash payments.
RegistrationComplaint from potential beneficiaries not able to attend the initial community validation/assemblies
PaymentLateness
Payment amount lower/higher than entitlement
Payment cut off inappropriately
Problems with ATM cards or alternative payment systems
Health Service ProvisionHealth clinic closed
Doctor/nurse/midwife not present
Logistics (drugs/medical equipment) not available
Slow service
Education Service ProvisionSchool closed
Teacher absent
Classrooms and teaching facilities inadequate
ComplianceComplaint from beneficiary wishing to appeal against sanction for non-compliance
External pressurePressure applied on beneficiaries through the imposition of additional conditions or coercion/obligatory participation in any special projects in the community

Corruption/Embezzlement/

Extortion

Collection of fees/extortion by local officials, project staff or concerned service providers
False information
Corruption in project contracts
Other related issues
Political Abuse of PowerPressure applied on communities through the imposition of additional conditions or coercion to work on government projects
Complaint about suspension or termination due to non-compliance Complaint from beneficiary wishing to appeal against sanction for non-compliance

 

Filing of Grievances and Complaints


An individual or a group, beneficiaries or non-beneficiaries, may file a grievance or complaint, comment, query to the Municipal Link or designated Grievance Officer, and may be channeled through direct or indirect means. Direct means would refer to filing complaints through the parent leaders and Municipal Links. 

 



 
Department of Social Welfare and Development
Constitution Hills, Batasan Complex
Quezon City, Philippines 1126
(632) 931 8101 to 931 8107