The Department of Social Welfare and Development (DSWD) Field Office VII has resolved 6,342 complaints out of the 6,769 cases received in 2018 through the Grievance Redress System (GRS) of the Pantawid Pamilyang Pilipino Program or 4Ps.
The remaining 427 cases are still ongoing until this year.
GRS is a mechanism, or set of procedures and processes, to be used as a means to address and resolve issues and complaints related to project implementation of 4Ps. 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.
The types of grievances received in 2018 with the corresponding number are the following; payment related issues (2,772), request for social services (1,738), cash card related issues (933), others (737), misbehavior of beneficiary (457), ineligibility (110), grievance on staff performance (9), IP and GAD related issues (7) and appeal for reinstatement (6).
“Out of the 6,769 total cases received, we were able to get a resolution rate of 93.69% and the 6.84% of ongoing cases are within the timeline. The high number of ongoing case was in payment related issues which requires submission of pertinent documents by the complainants such as certificate of school enrollment to facilitate the updating of the facility,” said regional grievance officer Joan Florabell Felicio.
“Our grievance officers in the field have been conducting different activities in order to lessen the number of grievances like the installation of GRS help desk during Pantawid Pamilya payout wherein our partner-beneficiaries could raise their concerns and be given immediate feedback by the workers. We conduct random home visits and attend in the FDS to provide brief re-orientation on the program guidelines with emphasis on proper utilization of cash grants and sanctions for the misuse of grants,” Felicio added.
Felicio said that the beneficiaries welcomed them during the conduct of random home visit because their queries have been answered and clarified and they hope that the program will continue to support to their children’s education.
She added that the DSWD will continue to intensify the random home visits in different areas and conduct advocacy efforts through media guestings, public orientations and information caravan to explain the program and respond to the various issues.
Felicio also encourages the public to send their reports regarding any malpractice related to 4Ps implementation through their City and Municipal Links or to the regional office.
The public can also email DSWD through 4psreklamo@gmail.com or text their complaints through the hotline number 09189122813 with the following text format DSWD<space>4Ps<space>Name of Beneficiary<space>Message (Example: DSWD 4Ps Juana dela Cruz kulang ang natanggap na payout sa Pardo, Cebu City). ###
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