Grievance Redress System PDF Print E-mail
Systems - Systems
Written by 4Ps Social Marketing Unit   
Monday, 13 July 2009 14:50
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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The Pantawid Pamilyang Pilipino Program faces many implementation challenges considering the continuous expansion of the Pantawid Pamilya coverage and number of households. The number of beneficiaries and the needed coordination and transactions to facilitate overall implementation such as payments of validation of household data, payment of cash grants, updates and verification of compliance is very large.  Thus, it is inevitable that queries, clarifications and problems will arise. Program rules and policies and regulations may not be adequate or correctly implemented, hence systematic, professional, rules-based procedures for handling grievances and appeals are essential to minimize and manage risks to ensure that the program achieves its goals and meets the need of the poor.

The Pantawid Pamilya Grievance Redress System (GRS) aims to capture and resolve grievances effectively and expeditiously in a transparent manner.  It is intended to provide a venue for beneficiaries and the public at large to air their concerns, complaints and suggestions to improve the program. Their queries and complaints will be responded appropriately. The GRS also serves as a guide, for implementers and partners who are directly involved in the implementation of Pantawid Pamilya, on how to handle and resolve grievances that inevitably emerges.

Principles of the Pantawid Pamilya Grievance System

The Grievance Redress System (GRS) is anchored on the following principles:


•    Simplicity and accessibility – procedures to file complaints and seek redress will be simple and easy to understand, and grievances may be submitted through a range of means by the beneficiaries and the community in general
•    Transparency – the system will be publicized to a broad audience at all levels (from barangay to national level) and to a variety of different actors (beneficiaries, general public, CSOs, media, government officials).  
•    Empowering and participatory – communities, project implementers and the media are encouraged bring complaints to the attention of project management and the public
•    Timeliness –Minimum response times are included in these guidelines to ensure grievances are handled in a timely manner. 
•    Right of appeal – channels for appeal will be available if complainants are not satisfied with the resolution of their problem.
•    Confidentiality – the identity of complainants will remain confidential unless otherwise requested
•    Pro-community – the purpose of the GRS is to resolve community complaints to maximize access to the benefits of the Pantawid Pamilya. 

Objectives of the Grievance Redress System

The primary objective of the GRS is to facilitate due process in resolving complaints and grievances related to program implementation.


The GRS aims to achieve the following specific objectives: 

•    Provide rapid and due process in resolving complaints
•    Capture data on vulnerabilities in the project implementation to effect refinements and improvements
•    Empower communities and civil society to oversee and ensure accountability in program implementation. 

The functions of the GRS are to:

1.    Provide information to beneficiaries and the general public on the existence of the GRS and the various channels of complaint.
2.    Rapidly resolve grievances through:
a.    Grievance redress processes at the provincial, regional and national levels based on the kinds of complaints
b.    Referral of grievances to Pantawid Pamilya committees at the provincial , regional and national levels in line with the level of the complaint;
c.    Resolution of complaints, including through investigation and verification of complaints as they are received
d.    Coordination with the legal authorities in the case of a violation of the law (e.g. corruption)
e.    Compilation of data on the volume and status of grievances through a Management Information System (MIS) that will equip Pantawid Pamilya management to identify, understand and address vulnerabilities in program implementation. 
3.    Prepare materials for dissemination to the public on the grievance redress system, steps for resolution and corrective actions to be taken. 
4.    Establish an appeals system if initial resolution attempts are not satisfactory.



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