AHON PAMILYANG PILIPINO PROGRAM

Department of Social Welfare and DevelopmentPantawid Pamilyang Pilipino Program (4Ps)GRIEVANCE REDRESSSYSTEM1 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 ContentsConcepts and ProceduresTypology of ComplaintsStructures / CommitteesGRS Forms Whats up with GRS

1Concepts & Procedures

4Definition 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 pagdayegDefinition 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 Systemusa 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-communityObjective & NatureKatuyuan:Arun ma tubag ug ma sulbad ang mga reklamo, mulo o pangutana kabahin sa implementasyon sa programa

Nature of Grievances:Pangutana Hangyo/SuhestyonReklamo

SUBMISSION/ RECEIPT OF GRIEVANCEREPORTING or INDIRECT capture of grievances through various means 1RECORDINGRECORD on Complaints Form,ENTER into MIS, ASSIGN Tracking No.DISTRIBUTE to appropriate level2FACT - FINDINGINVESTIGATION & VERIFICATION of facts by individual or GRS Group3RESOLUTION / APPEALRESOLUTION of grievance based on existing Guidelines

APPEAL is available if client is not satisfied4DISSEMINATION of the outcome of complaint to relevant stakeholdersFEEDBACK5Grievance Procedure2Typology of Complaints

Klase sa ReklamoTYPOLOGYDESCRIPTIONExclusion ErrorReklamo sa indibidwal nga nakita nga angayan apan wala na apil sa programa.

Inclusion ErrorReklamo sa indibidwal nga nakita nga dili angayan apan na apil sa programa

RegistrationMga 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

TYPOLOGYDESCRIPTIONService ProvidersClosed facility Absent personnelSlow service Inadequate facilities

ComplianceReklamo gikan sa benepisyaryo nga gi non compliant pero nagsunod sa tanan kondisyon sa programa.

External PressurePagdugang sa mga kondisyones sa programa o panagsabot sa benepisyaryo ug stakeholders kabahin sa compliance.Corruption / Extortion / Embezzlement / FraudCollection of fees/extortion by concerned service providersFalse informationOther related issuesKlase sa Reklamo3Structures / Committees

Levels & Memberships of Grievance CommitteeNational Grievance CommitteeMembers ofNational Advisory Committee (NAC)Grievance Monitor/sRegional Grievance CommitteeMembers ofRegional Advisory Committee (RAC)Provincial Grievance CommitteeMembers ofProvincial Advisory Committee (PAC)Parent Leader -- Barangay Officials -- Service Providers --C/MLSecretariat

NPMO Team

RPMO

ClusterVerification

GRS Focal

RegionalGrievanceOfficer

ClusterGrievanceOfficer 4GRS Forms

GRS TOOLSGrievance Form 1 - Complaint Form for Beneficiary

Grievance Form 2 - Complaint Form for Non-Beneficiary

5Wazup

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Text Hotline

20Text Hotline

Contact InformationEmail4psreklamo@gmail.comFBTanggapan Ng ReklamoFollow us on Twitter4psreklamoGoogle Sitehttps://sites.google.com/site/4psgrs/

Salamat22