The Grievance Redress System (GRS) is a mechanism of the Pantawid Pamilyang Pilipino Program (4Ps) to resolve grievances and utilize such grievance data for Program development with the end view of minimizing incidence of grievance and improving beneficiary experience and satisfaction about the Program. To put simply, GRS provides the platform for “grievances for resolution and development”. 

Grievance by definition refers to dissatisfaction with Program service delivery directly or indirectly reported to the Department of Social Welfare and Development (DSWD). This would mean that any individual or group, who report/s dissatisfaction with service delivery at any point in the Program implementation cycle, can be considered a grievance. 

The GRS is also a statutory setup under Republic Act No. 11310, otherwise known as the 4Ps Act, promulgated by the National Advisory Council (NAC). This means that the NAC shall at least define the scope of the GRS, including the resolution indicators. DSWD, as the lead implementing agency of 4Ps, shall establish the procedures, timelines, and responsibility centers, to observe and make sure that the resolution indicators are achieved. 

Responsibility centers here refer to the different actors assigned to determine the best way to address a specific grievance, anchored on existing policies. Given the multi-stakeholder nature of the Program, it can be expected that the resolution of some grievances will also involve several parties, even outside of the DSWD. 

The GRS, therefore, is also a network of grievance actors. The performance by which it is able to judiciously resolve grievances does not necessarily point to the DSWD alone but rather to the whole network of grievance actors. This is the very reason why the NAC promulgates the GRS and that the counterpart local advisory councils also discuss recorded grievances, especially those in which the resolution will require the action of other agencies.

OBJECTIVES
The general objective of the GRS is to improve beneficiary experience and satisfaction about the Program through grievance resolution and policy development. In order to attain such, the GRS shall:

1. Establish a set of standard, streamlined, and end-to-end procedures with corresponding timelines in resolving grievances;

2. Record grievances from a diverse channel of reporting;

3. Process grievances to generate data on the Program vulnerabilities with the end view of generating policies to minimize the incidence of grievances and improve Program implementation;

4. Engage grievance actors to resolve grievances within the establish time protocol and provide appropriate technical assistance and capacity building activities in areas where necessary; and, 

5. Setup monitoring and evaluation tools and systems to support timely and accurate reporting.

General Grievance Redress Process

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

1. Intake and Response - refers to the recording of a grievance in a grievance form or directly into the GRS Management Information System (MIS). This also include providing the client an initial response, which usually involves an explanation about how the grievance will be processed by the DSWD and other actors. The grievance form is an instrument to record valid grievance.

What are the channels of accepting a grievance?

The following are the channels by which a potential grievance may be accepted: Walk-in, Grievance Desk, Text, Phone Call, Snail Mail, Email, Facebook and DSWD Website.

2. Processing - is the execution of the set of procedures to resolve a particular type or subtype of grievance. Each type and subtype of grievance follows a unique set of procedures established by the DSWD, as the lead implementing agency. Such procedures reflect the specific steps to be carried out by the specific grievance actors within an established time protocol. As such, this is the part where the different grievance actors start to come to play. DSWD monitors and ensures the timely execution of the established procedures. Therefore, DSWD is expected to develop and maintain an MIS for GRS that is able to track the status of grievances at any point in the process and procedures. 

3. Resolution - is the decision made based on the results of the processing. The resolution indicators per type and subtype of grievance are set by the NAC. Similar to the processing stage, this stage can still involve the different grievance actors, whose objective is to resolve the grievance based on the NAC Resolution Series of 2020: . This stage also marks the closing of the grievance. DSWD is further expected to update the status of the grievance in its MIS to fully mark the grievance as resolved. 

4. Feedback - is informing the client about the resolution to the grievance filed. It may seem an after-care or final procedure. However, feedback is actually ubiquitous as it can happen at any stage in the process, even before the DSWD is able to mark the grievance as resolved in its MIS. On another note, this stage also serves as a feedback mechanism of the Program, particularly in knowing how satisfied the clients are about the outcome of their grievance. Part of the whole grievance process is a client satisfaction survey instrument developed by the DSWD.

8 TYPES OF GRIEVANCES

NATIONAL ADVISORY COUNCIL RESOLUTIONS

​The Client Satisfaction Measurement Survey is prepared to gauge the performance of the Operations Office 7 under Pantawid Pamilyang Pilipino Program DSWD-NCR in delivering the services to its clientele. The survey used the standard-harmonized CSM Form/questionnaire that contains:

1) Demographical questions

2) Client's rating of the staff rendering the service, and 

3) Eight (8) Service Quality Dimensions  

All walk-in beneficiaries must accomplished 100% Client Satisfaction Measurement Form (CSMF) either through Google and Excel Form, or pen and paper -- which will be encoded in the Google Sheet Link provided by 4Ps-RPMO on or before the 23rd day of the month. The 4Ps-RPMO is religiously submitting the CSMF report on a monthly basis to the Field Office Anti-Red Tape Unit (ARTU). 

DIFFERENT TYPES OF GRS FORMS