The Department of Social Welfare and Development (DSWD) Field Office 7 addressed 6,792 complaints through the Pantawid Pamilyang Pilipino Program (4Ps) Grievance Redress System (GRS) in the first semester of 2026. This achievement underscores the office’s commitment to promoting transparency, accountability, and responsive public service.

From January to June 2026, the 4Ps GRS received a total of 6,869 cases, with complaints and concerns ranging from inclusion and exclusion errors to requests and inquiries, appeals, and reports of misbehavior related to program implementation.

Of the total cases received, 6,792 have already been resolved, while the remaining cases are still undergoing validation and field verification and are expected to be completed within the year.

The GRS serves as the official DSWD mechanism for receiving, processing, and resolving complaints, concerns, requests, and feedback related to the implementation of the Pantawid Pamilyang Pilipino Program. It provides beneficiaries and the general public with an accessible venue to raise issues and seek clarification regarding the program.

To make the grievance process more convenient and accessible, the DSWD encourages the public to utilize various reporting platforms.

Clients may file their concerns through the official 4Ps text hotline, landline, email, social media platforms, or by visiting the nearest DSWD office or 4Ps local operations office in their respective cities and municipalities.

For 4Ps beneficiaries sending concerns through the text hotline, they are advised to use the format:

4Ps <space> HOUSEHOLD ID NUMBER <space> NAME <space> ADDRESS <space> MESSAGE

Meanwhile, non-4Ps beneficiaries may use the following format:

DSWD <space> 4Ps <space> NAME <space> ADDRESS <space> MESSAGE

The message may then be sent to the official 4Ps text hotline at 0918-912-2813 or 0962-540-7011.

Clients may also call the 4Ps Grievance Redress System landline at (032) 233-0261 local 17128 during office hours for inquiries and other program-related concerns.

Clients may also send their concerns through the official email address fo7@dswd.gov.ph or through the official Facebook page, DSWD Field Office 7 – Central Visayas, where inquiries and complaints are forwarded to the grievance officers.

Walk-in clients are likewise accommodated at 4Ps local operations offices located in different cities and municipalities in Bohol and Cebu, as well as at the DSWD Field Office 7 located in Brgy. Carreta, Cebu City. Clients are encouraged to bring a valid identification card, particularly their 4Ps Household ID, to facilitate verification and processing of their concerns.

Alternatively, 4Ps beneficiaries can raise concerns and seek clarification during their monthly Family Development Sessions (FDS) through the Client Assistance Desk. This setup provides an accessible venue for beneficiaries—particularly those in Geographically Isolated and Disadvantaged Areas (GIDA) with limited communication access—to directly approach 4Ps personnel regarding program implementation issues, requests, or complaints.

Once a complaint or inquiry is received, 4Ps grievance officers handle it with strict confidentiality. They immediately evaluate the concern, verify existing records, and, if necessary, conduct field investigations to ensure swift and appropriate action in line with program policies.

Regional Director Shalaine Marie S. Lucero emphasized that the Grievance Redress System is vital to strengthening public trust, ensuring that every community concern is heard and promptly addressed.

“Every complaint, inquiry, or appeal that reaches the DSWD is an opportunity for us to improve our services and uphold accountability. Through the GRS, we ensure that every concern receives due attention, is investigated fairly, and is resolved in accordance with program policies. We encourage our beneficiaries and the public to continue using our official channels so we can serve them more efficiently and effectively,” Lucero said.

The Regional Director also underscored that the agency’s grievance handling mechanism supports DSWD HAPSAY, a frontline service-streamlining initiative of DSWD Field Office 7. HAPSAY, which stands for Harmonized Actions and Processes for Swift, Accountable Yield, carries the Cebuano banner, “Serbisyong Paspas, Yano, ug Walay Red Tape.” The initiative optimizes the agency’s internal procedures to improve the speed, efficiency, and quality of public assistance across Central Visayas while promoting transparent, client-centered, and red-tape-free government services.

Through strengthened grievance management and the HAPSAY initiative, DSWD Field Office 7 remains committed to making government services more accessible, responsive, and accountable to every Filipino family it serves.

The DSWD assures the public that every grievance received through the GRS is treated with fairness, confidentiality, and due process as part of the Department’s continuing commitment to deliver efficient, transparent, and people-centered social protection services. ###