Department of Social Welfare and Development

Pantawid Pamilyang Pilipino

Program (4Ps)

GRIEVANCE
REDRESS
SYSTEM

 any condition, circumstance or expression of

dissatisfaction seriously affecting (concern, worry,
upset, etc) an individual or group related to the
project
includes queries, requests, and complaints and even
recognitions

Table of Contents
I.

Concepts and Procedures

II. Typology of Complaints

III. Structures / Committees
IV. GRS Forms
V.

Whats up with GRS

Concepts & Procedures

Definition

Grievance
Bisag unsa nga kondisyon,
panghitabo, kaulit, o kasuko sa usa
ka grupo o indibidwal nga adunay
kalabutan sa programa
pwede usab mga pangutana,
hangyo, suhestyon ug bisan mga
pagdayeg

Definition

Redress
solusyon sa mga
isyu/problema nga naka apektar
sa usa ka indibidwal o grupo nga
adunay kalabutan sa programa.

Definition of GRS
Ang Pantawid Pamilya Grievance
Redress System
usa ka pamaagi ug proseso nga gigamit
arun ma tubag ang mga pangutana, mulo
o reklamo kabahin sa implementasyon sa
Pantawid Pamilya

Principles
Simplicity & Accessibility

Transparency
Empowering and Participatory
Timeliness
Right of appeal
Confidentiality
Pro-community

Objective & Nature

Katuyuan:
Arun ma tubag ug ma sulbad ang mga
reklamo, mulo o pangutana kabahin sa
implementasyon sa programa
Nature of Grievances:
1. Pangutana
2. Hangyo/Suhestyon
3. Reklamo

Grievance Procedure
1

SUBMISSI
ON/
RECEIPT
OF
GRIEVANC
E
REPORTING
or INDIRECT
capture of
grievances
through
various
means

2
RECORDI
NG

RECORD on
Complaints
Form,
ENTER into
MIS,
ASSIGN
Tracking
No.
DISTRIBUTE
to
appropriate
level

3
FACT FINDING

INVESTIGATIO
N&
VERIFICATION
of facts by
individual or
GRS Group

4
RESOLUT
ION /
APPEAL

RESOLUTION
of grievance
based on
existing
Guidelines
APPEAL is
available if
client is not
satisfied

5
FEEDBAC
K

DISSEMINATIO
N of the
outcome of
complaint to
relevant
stakeholders

Typology of Complaints

Klase sa Reklamo
TYPOLOGY

DESCRIPTION

Exclusion Error

Reklamo sa indibidwal nga nakita

nga angayan apan wala na apil sa
programa.

Inclusion Error

Reklamo sa indibidwal nga nakita

nga dili angayan apan na apil sa
programa

Registration

Mga potential beneficiaries nga

wala naka apil sa validation o grace
period

Payment

Lateness
Payment amount lower/higher
than entitlement
Payment cut off inappropriately
Problems with ATM cards or
alternative payment systems

Klase sa Reklamo
TYPOLOGY

DESCRIPTION

Service Providers

Closed facility
Absent personnel
Slow service
Inadequate facilities

Compliance

Reklamo gikan sa benepisyaryo nga gi

non compliant pero nagsunod sa
tanan kondisyon sa programa.

External Pressure

Pagdugang sa mga kondisyones sa

programa o panagsabot sa
benepisyaryo ug stakeholders kabahin
sa compliance.
Collection of fees/extortion by
Corruption /
concerned service providers
Extortion /
Embezzlement / Fraud False information
Other related issues

Structures / Committees

Levels & Memberships of Grievance

Committee
Secretariat

Verification

NPMO Team

GRS Focal

RPMO

Regional
Grievance
Officer

Cluster

Cluster
Grievance
Officer

National Grievance Committee

Members of
National Advisory Committee (NAC)

Regional Grievance Committee

Members of
Regional Advisory Committee (RAC)

Provincial Grievance Committee

Members of
Provincial Advisory Committee (PAC)

Grievance Monitor/s

Parent Leader -- Barangay Officials -- Service Providers --C/ML

GRS Forms

GRS TOOLS
Grievance Form 1 - Complaint
Form for Beneficiary
Grievance Form 2 - Complaint
Form for Non-Beneficiary

Wazup

Text Hotline

19

Text Hotline

20

Contact Information
Email
4psreklamo@gmail.com

FB
Tanggapan Ng Reklamo

Follow us on Twitter
4psreklamo

Google Site
https://sites.google.com/site/4psgrs/

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