Grievance Redress System
Grievance Redress System - Steps in the Filing of Grievance or Complaint PDF Print E-mail
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Written by 4Ps Social Marketing Unit   
Monday, 13 July 2009 14:50
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STEPS IN THE FILING OF GRIEVANCES AND COMPLAINTS 


The grievance handling procedure entails five main stages, as described below:

 

 

STEP 1:  Submission/Receipt of a Grievance


A grievance may be filed either orally or in writing or directly or indirectly submitted by the complainant as follows:

Direct Submission of Grievance

Direct submission of grievances can be done through the following means:

1.    Reporting to:

 

  • Parent Leader during a Barangay Assembly or at any other time
  • Municipal Link
  • Pantawid Pamilya officials at the Municipal or Regional level
  • Direct to independent NGO monitoring teams
  • Via text message to Pantawid Pamilya text hotline 0918-9122813
  • Email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
  • Fax to Pantawid Pamilya regional/national hotline
  • Complaints boxes

 


Indirect Receipt of Grievance

Grievances can also be captured indirectly through a range of means, including:

 

  • Monitoring reports on visits to program sites by program staff, independent monitors, NGOs, supervision teams, media, government officials or any interested persons
  • Media, including newspapers, television, radio and websites
  • Audit reports from internal and external auditors
  • Through elected representatives at local legislative assemblies

 

STEP 2:  Recording of Grievance/Entry into MIS


Following receipt of a complaint through direct or indirect means, the following steps should be taken. 

a.    Fill out Grievance Form

Each grievance should be entered into the Grievance Form.  Information that needs to be recorded includes:

 

  • Means of reporting complaint (letter, email, sms, etc)
  • Date grievance was sent and received
  • Identity of the complainant, if provided (name, address, contact details)
  • Nature of the complaint
Helping complainants who cannot write

 

 
It is quite likely that some people with grievances about the program will lack the literacy skills necessary to fill out the complaints form.  In this case, the complainant may seek assistance from friends, neighbors, the Parent Leader or the Municipal Link.

 

 

 

The Form will be filled out by the Municipal Link if it is not done at the community level. If the grievance is received via email, letter, text message at the Grievance Text Hotline 09189122813, the officer who receives the complaint shall fill out a Grievance Form. 

A simple query or request for information about the program does not need to be captured in the Grievance Form or entered into the MIS. 

b.    Entry into MIS/Assignment of Tracking Number

All complaints shall be entered into the MIS through the Pantawid Pamilya Grievance Database.  The MIS will automatically assign a tracking number to each grievance.  

Municipalities that have online access to the database can process the complaints directly on the system (off-line database option for others). For the off-line version they process and send to the Region in an electronic file.  The Regional Grievance Focal person shall then enter the grievance into the MIS. 

c.    Categorization and Distribution

Once recorded, the PMO Grievance Redress Unit will review and categorize each grievance and distribute it to the appropriate level, based on: 

i.    level at which the complaint was submitted (national, regional, municipal, barangay)
ii.    the nature of the complaint – inclusion error, payment, service provider, corruption, etc

STEP 3:  Fact-finding


Once categorized, the next stage is distribution of the grievance for fact-finding and resolution.  This activity includes gathering facts and clarifying information in order to have a clear picture of the circumstances surrounding the grievance.  The Municipal/City Link shall be responsible for this in most cases, unless the complaint is at a higher level or is about the Municipal/City Link.  In these cases either the Regional Focal Person or the National Monitor shall conduct the fact-finding. 

Table 2: Level and body responsible for fact-finding   

 

 

Level         

Verification/Fact-finding body

 

DSWD Central Office

Grievance Redress Unit

DSWD Regional Office

Regional Focal Person

Municipal/City

Municipal/City Link

Barangay Level

Municipal/City Link

 

 

 
i.    The fact-finding process shall verify the following information Identity of the complainant and nature of complaint
ii.    Status of the complaint – already resolved, in process of resolution, still in process, etc
iii.    Compile supporting evidence    

Once completed, the body undertaking the fact-finding shall make recommendations for resolution to the appropriate bodies for consideration in the redress of grievance or complaints. 


STEP 4:  Resolution & Appeal


Resolution 

This step is the action and decision-making process undertaken at different levels.  Generally, the action will be one of the following, depending on the nature and type of complaint:

Table 3: Grievance and summary of resolution strategies
 

Grievance

Resolution

Exclusion Error

Complainant not surveyed: no re-survey will be conducted, so in this case the response is to explain the selection process.  The complainant can be referred to the City/Municipal SWDO for provision of other available social services, if any.

Complainant surveyed: if the complainant has been surveyed, then the Pantawid Pamilya database and the survey questionnaire should be verified.  If there is a data error, verify household information and amend the database to include the complainant if necessary.  If there is no data error, simply explain the selection process to the complainant and take no further action.

Inclusion Error

Verify data on the questionnaire and the database.  If there appears to be an error, redo the PMT survey.  If no error, no action required.  If the household is ineligible, removal from the beneficiary list

Payment Error

Payment error originates with the MIS payroll and usually relates to errors in ages of children and/or disputes over compliance with conditions.  Such complaints should be referred to the PMO for data verification.

Service Provider

Health: Refer to Municipal Advisory Committee

Education: refer to Regional Advisory Committee

Corruption

Refer to the National Grievance Redress Unit or Regional Grievance Committee to appropriate action and to legal or appropriate agency for further investigations if warranted and appropriate action

Compliance

Pantawid Pamilya beneficiaries suspended or terminated from the program may appeal to the Grievance Committee.  The Committee shall investigate the case and decide whether conditions beyond the control of the beneficiary explained non-compliance (e.g.: service provider error in filling out compliance form, school was closed, etc).

 
 Appeal

If a complainant is not satisfied with the outcome of the grievance resolution, he/she may appeal the outcome up as far as the National Grievance Committee, the decision of which is final. 

STEP 5:   Feedback


Once a grievance has been resolved, the complainant shall be informed of the outcome of his/her complaint.  If the complainant is anonymous, information on resolution of the complaint shall be posted in the relevant Municipal and barangay bulletin boards and on the Pantawid Pamilya complaints database. 

Following resolution, the Grievance Database shall be updated to reflect the new status. 
 


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