|Grievance Redress System - Steps in the Filing of Grievance or Complaint|
|Systems - Systems|
|Written by 4Ps Social Marketing Unit|
|Monday, 13 July 2009 06:50|
Page 3 of 5
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:
Indirect Receipt of Grievance
Grievances can also be captured indirectly through a range of means, including:
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:
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
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
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
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.