Grievance Redress System
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Monday, 13 July 2009 14:50
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GRIEVANCE REDRESS STRUCTURE

    
The Grievance Redress Unit will be established in the Pantawid Pamilya Project Management Office (PMO) at the national level comprising of two full-time staff, the function of the unit is to record and facilitate the resolution of grievances  It will also maintain the grievance database as part of the program MIS.  

The unit will facilitate resolution of grievances at all levels particularly the Provincial Grievance Committee.  Unresolved complaints raised by the Provincial Grievance Committee shall serve as agenda item in the Regional Advisory Committee, and grievances forwarded by the region to national level shall be agenda item in the National Advisory Committee. 

Levels of Grievance Handling

a.    Parent Leaders

Parent Leaders act as a conduit of information between beneficiaries and Pantawid Pamilya management. They play an important role in capturing grievances and facilitating grievance redress. 

Parent Leaders has the responsibility to be aware of problems of beneficiaries in their cluster.  At each Barangay assembly, problems and grievances should be reported and discussed.  If a grievance cannot be resolved at this level, it should be reported to the Municipal Link. 

If the grievance is about the Municipal Link, then it can be reported directly to the Regional or National Pantawid Pamilya Office through any of the channels such as hotline, email, letter or text message. 


b.    Municipal Link
    
The Municipal Link serves as the Grievance Monitor and is the frontline worker in the Grievance Redress System.  As the Grievance Monitor, she/he will work in close cooperation with Parent Leaders in target barangays as well as keeping track of filed grievances and feeding back information to complainants on how their complaint has been addressed.  

c.    Service Providers

Service providers have a role in ensuring the delivery of education and health services to Pantawid Pamilya beneficiaries.  Schools and health clinics in the project target areas will be visited at least once a month by the Municipal Link.  This is an opportunity for service providers to convey any complaints, both in terms of their ability to deliver health and education services and input on the mechanism and procedures of the Pantawid Pamilya.  


d.    National Grievance Redress Unit – Pantawid Pamilya PMO

The National Grievance Redress Unit shall be housed within the Pantawid Pamilya PMO at the DSWD National Office, and shall be led by a Grievance Redress Specialist.  The Grievance Redress Unit shall comprise 2 full time staff dedicated to overseeing and managing the GRS and handling serious complaints at the national level, together with the National Grievance Committee. 

The main functions of the Grievance Redress Unit are to:


a.    Monitor and supervise complaints handling, including through regular coordination with the Regional Grievance Monitor and the Municipal Link. 
b.    Coordinate and help facilitate monthly meetings of the National Grievance Committee.  
c.    Investigate and help to resolve serious complaints that are referred to the national level for resolution
d.    Categorize and distribute complaints to the appropriate level for resolution. 
e.    Prepare a monthly grievance report for submission to the National Grievance Committee, drawing on monthly reports from the Regional Level and from the MIS.  The report shall include information on the volume, type and location of grievances received and the status of resolution.  It will particularly highlight serious or high profile cases requiring additional attention, including cases of corruption, complaints against government officials or widespread fraud or manipulation.  
f.    Analyze trends in grievance reporting and identify strategies to address major problems
g.    Build the capacity of Regional and Municipal Grievance Monitors to record and resolve grievances
h.    Ensure the Grievance MIS database is maintained
i.    Together with regional and municipal counterparts, review these guidelines for annual revision and improvement. 


e.     The Provincial Grievance Committee

Time Limits for Complaints Resolution


The table below lays out the timeline for the resolutions of complaints and grievances:

Table 5: Estimated maximum timelines for complaint resolution
 

Grievance Handling Phase

Working Days

Accumulated working days

Receipt of Grievance, Clarification, Entry into MIS, Categorization and Distribution

3

3

Fact-finding

5

8

Complaint resolution

15

23

Feedback to complainant

3

26

Appeal

15

 

 


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