Grievance Intake and Response

Tracking Tools

Grievance Redress System (GRS) is a mechanism of the program to:

Resolve grievances and
Utilize such grievance data for program development with the end view of:
- Minimizing the incidence of grievance and
- Improving the beneficiary experience and satisfaction with the program.

OBJECTIVES

General: to improve beneficiary experience and satisfaction with the program through grievance resolution and policy development.

Specific:

Record grievances from a diverse channel of reporting;
Establish a set of standard, streamlines, and end-to-end procedures with corresponding timelines for resolving grievances;
Engage grievance actors and resolve grievances within the established time protocol and provide appropriate technical assistance and capacity-building activities in areas where necessary;
Set Up monitoring and evaluation tools and systems to support timely and accurate reporting, and;
Process grievances to generate data on program vulnerabilities with the end view of generating policies to minimize the incidence of grievances and improve program implementation.

GRIEVANCE REDRESS PROCESS

The Grievance Redress Process involves four major steps starting from intake response, to processing, resolution to feedback. This is by far the simplest process flow so designed to be able to immediately determine critical metrics such grievance incidence rate, processing rate, timely resolution rate, and even satisfaction rates and indices, among others.

Intake and Response

Refers to recording a grievance in a grievance form and providing the client an initial response, which usually involves an explanation of how the DSWD and other actors will process the grievance. The following are the channels by which a potential grievance may be accepted:

Walk-In
Grievance Desk
Text
Snail Mail
Email
Facebook
Website
8888 Hotline
Presidential Complaint Center
Regional and Provincial Grievance Hotlines

Processing: The execution of the set of procedures to resolve a particular type and subtype of grievance. Each type and subtype of grievance follows a unique set of procedures established by DSWD

Resolution: The decision made based on the results of the processing. The resolution incidators per type and subtype of grievance are set by the NAC

Feedback: Is informing the client about the resolution to the grievance filed. This stage also serves as a feedback mechanism for the program.

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