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Utilize Grievance System for Pantawid complaints-DSWD

The Department of Social Welfare and Development Field Office IX urges the concerning public and partners to utilize and file complaints through the Grievance Redress System should there be any Pantawid Pamilyang Pilipino Program issues that they wish to be acted upon.

The department ensures that there will be a systematic procedure for handling grievances and appeals which was integrated in the program to minimize and manage risks. The Pantawid Pamilya grievance redress system (GRS) was designed to facilitate due process in resolving the complaints of beneficiary households and citizens at large.

DSWD also recognizes the expansion of the program in terms of its scale and scope which led to an increase in queries, clarifications and problems related to program policies and procedures. To date, the program covers 4.4 Million households nationwide.

Among the common complaints were issues revolving inclusion errors among the members of Pantawid Pamilya. These errors happen when a certain household has been classified in the database as poor and later found out to be over qualified to be part of the program due to some instances like having stable income and have acquired huge properties.

The Grievance Officer on field however, investigates and validates all recorded complaints for the veracity and truthfulness of all information. There are different categories of common complaints that can be addressed and resolved through employing the process.

DSWD Regional Director Atty. Araceli Solamillo said, “Any allegations must not create public opinion without providing valid facts. Come to the office, bring it to our attention and let us work collectively to bring proper concerns on the rightful venue to resolve the issues.”

“We acknowledge all grievances that come to your knowledge and we enforce everyone to partner with us to validate these allegations not to create misinformation” Solamillo added.

The city links who are front liners and workers on the field individually manage 800-1000 household beneficiaries of the program. The workers on the ground are performing all their duties to provide the beneficiaries not only right to receive their grants but also social interventions through Family Development Sessions and Convergence Inter-agency efforts that normally addresses pressing needs such as livelihood, trainings and community involvement.

Should there be grievances filed against the beneficiaries, the fieldworkers conduct case management to assess and manage the prevailing complaints. On the other hand, beneficiaries themselves can also utilize the said system to raise personal complaints and appeals.

From January-December 2015, DSWD Field Office IX has recorded 15,208 filed grievances with 97.5% resolution rate. It has already delisted 2,071 households on Misdemeanour and Waived cases on the said period. ##

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