SYSTEMS

COMPLIANCE VERIFICATION SYSTEM

Compliance verification shall include all beneficiaries Grantees, pregnant members in the household; and the 0-14 years old children in the household who are sons and daughters and grandsons/daughters of the household grantee. It is conducted on a regular basis using simple and easy to follow verification tools via internet connection. The focus of verification is attendance. The attendance in this content means that the beneficiary availed of the health services in accordance with the DOH protocols and attending 85% of the school days for the period verified including availment of deworming. Areas for verification shall include the following: Health and Nutrition Pregnant Women must get pre and post natal care, and be attended during childbirth by a skilled health personnel. Children 0-5 years old must receive regular preventive health check ups and vaccines. Children 6-14 years old must receive deworming pills. Education Children 3-5 years old must attend day care or pre-school classes at least 85% of the time. Children 6-14 years old must enroll in elementary or high school and attend at least 85% of the time. Parenting Education Parents or guardians must attend responsible parenthood, mothers classes and parent effectiveness seminars / Family Development Seminar (FDS) The flow of compliance verification shall be as follows: Figure 2. Compliance Verification System Process Flow

The Compliance Verification System is a six-step cyclical process going through all levels - from the national (PMO), regional (Field Office), and down to the city/municipal level. The CVS involves (i) generation of Compliance Verification forms (by PMO-MIS), (ii) distribution to the schools/daycarecenters and health centers/units (by Field Offices), (iii) monitoring of noncompliance of beneficiaries, (iv) collection of non-compliance reports, (v) processing of payments, and (vi) updating of the database prior to the generation of the updated CV forms for the next reporting quarter (See attached guidelines on compliance verification systems).

The above steps are discussed in detail below:

7.1 Generation of Compliance Verification (CV) Form The PMO-MIS generates the CV forms based on the database of beneficiaries, and make these forms available over the network for access by DSWD Field Offices and cities/municipalities. The PMO sends an electronic copy (PDF Format) to the Field Office within fifteen days of the first month of the quarter to be reported. Form 1. Masterlist of Beneficiaries Form 1 presents the roster of those current beneficiaries of the program. This form further gives information who are the beneficiaries tied to the grant: pregnant; children aged 0-5 years old and 6-14 years old. Form 2. Verification of Compliance For Education Form 2 presents basic household data information identification number and names of children beneficiary on education. It specifies reports on non- compliance to the required 85% attendance in school and administration of deworming pills to children 6-14 years old. Form 3. Verification Tool on Health Form 3 presents household ID no. of the household, name of pregnant women and names of children 0-5 years old, records of non-compliance to the conditionalities on health and history of miscarriage. This will be filled up by the health midwife.

Form 4. Parenting Session Form 4 presents verification results on the attendance of household grantees in parenting education activities. It indicates the household ID number of the beneficiary, name of grantees not complying to attendance in parenting education. The primary user of form is the Municipal or City Link with the assistance of parent leaders. 7.2 Distribution of CV Forms The CVS forms shall be printed by the Field Office and sent to the cities and municipalities within seven days after receipt of soft copies. The Field Offices will have online access to the main database and verification module to download forms (wide area network with PMO).

The Municipal Links assigned in covered cities and municipalities will distribute the printed forms to schools and health centers in their respective municipalities. This should be done within the last week of first month of the quarter to be verified and reported.

7.3 Monthly Monitoring of Non-Compliance

The school principal and health center officer as focal persons on education and health, respectively, conduct monthly monitoring of non-compliance and record it on the corresponding CV forms. The focal persons submit the accomplished CV forms to the Municipal Link within fifteen days of the month immediately after the reported quarter.

7.4 Collection of CV Forms and Encoding of Non-Compliance

The municipal link collects the CV Forms from schools/day care centers and health centers/units within fifteen days of the month immediately after the reported quarter. Upon receipt, the municipal link encodes the non-compliance reports in the CVS software program developed by the PMO MIS, and sends the encoded non-compliance report to the Field Office together with the hard copy of the non-compliance reports. Municipalities that have online access to the database can process the forms directly from the application (meaning computer application); those who cannot access online have an off-line database option. Other municipalities will send forms to Regions to be processed online.

7.5 Processing of Payments based on Compliance

The RPMOs reviews the submitted encoded non-compliance data and submits the same to the NPMO MIS to serve as basis in the preparation of payroll for the reported quarter. This is accomplished by the end of the month right after the reported quarter.

The RPMOs, upon receipt of CV forms from municipalities that do not have computers will input non-attendance records to the software application for the reporting period. Payments/cash transfers to the grantees shall be made by mid of 2nd month after reported quarter.

7.6 Sanctions for Non-Compliance on Program Conditionalities Failure to comply with any of the conditions shall lead to the application of the following sanctions: 1.1 First offense of non-compliance, beneficiaries are warned / reminded of the financial repercussions for continued noncompliance and are then referred to the Municipality / City Social Welfare and Development Officer (M/CSWDO) for counseling and other appropriate intervention. 1.2 Second offense of non-compliance will lead to withholding of cash grants in the succeeding payment schedule until the required conditions have been met and updated. 1.3 Third offense of non-compliance from any of the conditions shall lead to termination I the PantawidPamilya. 1.4 Non-compliance to any one of the health conditions shall result to suspension of the entire health grant. The grant may be restored as soon as the beneficiary complies. 1.5 Compliance to the education grant is treated on a per child basis. As such, sanctions for non-compliance shall be applied only to the child that did not comply. 1.6 Other reasons for termination from PantawidPamilya shall include the following: a. giving of false information during any part of data collection, including information about fulfillment of program conditions and responsibilities, and b. Transfer of residence to another municipality or barangay not covered by PantawidPamilya. c. Failure to collect the transfer of cash grant for two consecutive periods shall be a ground for validation and investigation. Sanctions shall be determined based on the results of the investigation and the recommendation of the Grievance and Redress Co

8. 2ND PAYMENT AND SUCCEEDING RELEASE OF CASH GRANTS The succeeding release of payment of grant shall primarily be based on the results of verification of compliance to conditionalities on health and education. Non-compliance to any of the conditionalities shall be subject for case resolution at the Grievance Redress Systems.

BENEFICIARY UPDATE SYSTEM

Updating the PantawidPamilya data base is an important component of program implementation. The primary purpose of the System on Update is to gather, validate, report and record the changes that have occurred on the status or condition of any member of the beneficiary household while under the program. It helps to monitor the amount of cash grant that was originally given to a beneficiary household based on certain criteria exacted during the household survey, followed by the proxy means test which the potential beneficiaries have hurdled. The update also determines the amount of money the beneficiary household will receive from time to time and serves as one of the basis whether to continue, suspend or terminate the grant. The continuity of the cash grant is dependent on two dimensions as follows:

1) How the beneficiaries abide by the conditionalities as would be monitored through the Compliance and Verification System (CVS) 2) The change/s on the status/condition of each beneficiary household which would be reflected in the Update Report.

Types of updates

(All updates are required to be presented with supporting documents. It is very important that the information and documents supplied by the Mother Grantee are all true and correct. Any false declaration and/or fake documents submitted to support an update will be enough grounds for the dismissal of the update and/or suspension of the grant.) Beneficiary households must report changes in the status and/or household composition resulting from a number of different circumstances as follows: Supporting Documents Type of Update Short Description (Most Recent ones) 1. Newborn 2. Change of Address 3. Moved out of the Barangay, City/Municipality Baby born resulting from the pregnancy at the time of assessment If a household moves to a new residence in the same barangay. If household moves to another barangay and/or city (also a PantawidPamilya area) Birth Certificate (NSO) Certification from Barangay Captain Certification of being a good PantawidPamilya beneficiary from previous PL and MLCertification from receiving barangay captain

4. Transfer of residence to other Municipalities not covered by the program 5. Change of Servicing Health Unit (Health Center, Rural Health Unit or Barangay Health Station) 6. Change of School 7. New Enrollment

If household moves to a nonPantawidPamilya area

Certification from Barangay Captain

If household decided to attend in a different health unit or station

Enrollment Certificate from the new health center/unit signed by MHO

If household decided to change school of children If household decides to enroll a new student aged 6-14 years old If household decides to change grantee due to death, long absence in the household, poor health condition, old age etc. Death of child 0-14 years of age, grantee, pregnant woman in PantawidPamilya program Children 0-14 years of age who are legal sons and or daughters of grantee. Errors in spelling of names, birth dates or gender Children 0-14 years of age not included in the Compliance forms distributed to health posts and schools

8. Change of Beneficiary/Mother Grantee

Proof of Enrollment from receiving school/ principal or head teacher Proof of Enrollment from receiving school signed by the principal or head teacher Certification or letter of authority from Parent Leader and Barangay Captain, and/or other relevant Document

9. Death/ Deceased HH family Member 10. Estranged children coming back home 11. Correction of Basic information, i.e. Name, Sex, Date of Birth, etc. 12. Qualified beneficiary of Health /Education grant but are not included in the CVSForm for Health and Education

Death certificate

Birth certificate; School Enrollment Certificate if 6-14; Certification of Enrollment to Health Center if 0-5 Birth certificate

Enrollment Certificate from Health Center and Schools signed by Department Head or School Principal

How the Update System Works The updates system works through the involvement and participation of a number of human and technical resources. These includes the Grantees, Parent Leaders, Municipal Links, the different levels of the PantawidPamilya program staff, including the MIS Program that was developed to record updates right from the moment they were presented ,verified and eventually found to be correct and complete with supporting documents, up to the time these are accepted/ not accepted by the Program Management. (Please see reference Manual on Updates Systems.)

MONITORING AND UPDATING OF FAMILY ROSTER a. Only the first reported pregnancy (i.e. reported during registration) shall be monitored for compliance, succeeding pregnancies will no longer be covered by the grant and therefore will not be included in the updating of the masterlist, b. Other than the registration of a newborn, insertion of additional household member/s to the original roster / database is prohibited, and c. For Education, all children 6-14 years old shall be monitored and are required to comply with the 85% school attendance. The grant of P900 shall cover education assistance for three or more children 6-14 years old. d. Beneficiaries who transfer to other PantawidPamilya municipality must be endorsed by the field Office to the PMO for

updating. The PMO shall facilitate the endorsement of said beneficiaries to the receiving Region and Municipal Social Welfare Office. e. A child beneficiary who is enrolled in the program and who missed classes more than the allowable absences due to sickness, accident and injury will be required to submit a medical certificate from the Municipal Health Office or School Clinic. f. Child beneficiary who missed classes due to reasons other than sickness, accident and injury shall be subjected to validation and assessment of the Municipal Link and to be decided upon by the Provincial Grievance Committee.

INTER-AGENCY COLLABORATION AND OTHER RELATED POLICIES Policies involving collaboration with other agencies must first be concurred by the NAC prior to its implementation. a. Food for School Program Children beneficiaries of PantawidPamilya will no longer be entitled to avail of the rice subsidy under the Food for School Program, However, they may still avail of the center-based supplemental feeding. b. Family Access Card PantawidPamilya beneficiaries in areas where there are TindahanNatin Outlet (TNO) may avail of the Family Access Cards. EXIT RULES Exit rules define when and how a household beneficiary shall graduate in the program. The circumstances and conditions a household beneficiary will graduate or end his/her beneficiary status in the program shall be as follows: Exit of beneficiary according to age: When the youngest child reached 15 years old any time within the school year period the child will continue to receive the education grant until the school year ends. Such household will no longer be a beneficiary of the program after the school year ends. Exit due to end of program: All beneficiaries after 5 years of being in the program regardless of the age or the situation will graduate from being a beneficiary. The exit of beneficiary may also end due sudden non-availability of funds to support program operation. Exit or disengagement due to non-compliance and/or violation of other program rules: LGUs that are not complying with the rules of the program or that are mis-using or that has made misrepresentation of the program despite 2 warnings and provision of technical assistance shall be referred to the National Advisory Committee for appropriate action Exit may be due to external factors that may hinder program implementation such as beneficiaries encountered problems in meeting program conditionalities as well as facilitating other activities which are part of PantawidPamilya implementation due to problems on peace and order, inaccessibility, lack of safety and political instability. Preparatory activities for exit strategies also include completion of modular capacity building package for household beneficiaries that include basic parenting education sessions, value formation and responsible parenthood, health and nutrition education, environmental sanitation and safety, home management, functional and financial literacy, gender sensitivity and awareness, micro enterprise development, and community participation and development.

GRIEVANCE REDRESS SYSTEM

The PantawidPamilyang Pilipino Program faces many implementation challenges considering the continuous expansion of the PantawidPamilya coverage and number of households. The number of beneficiaries and the needed coordination and transactions to facilitate overall implementation such as payments of validation of household data, payment of cash grants, updates and verification of compliance is very large. Thus, it is inevitable that queries, clarifications and problems will arise. Program rules and policies and regulations may not be adequate or correctly implemented, hence systematic, professional, rules-based procedures for handling grievances and appeals are essential to minimize and manage risks to ensure that the program achieves its goals and meets the need of the poor. The PantawidPamilya Grievance Redress System (GRS) aims to capture and resolve grievances effectively and expeditiously in a transparent manner. 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. Their queries and complaints will be responded appropriately. The GRS also serves as a guide, for implementers and partners who are directly involved in the implementation of PantawidPamilya, on how to handle and resolve grievances that inevitably emerges.

Principles of the PantawidPamilya Grievance System The Grievance Redress System (GRS) is anchored on the following principles:

Simplicity and accessibility procedures to file complaints and seek redress will be simple and easy to understand, and grievances may be submitted through a range of means by the beneficiaries and the community in general Transparency the system will be publicized to a broad audience at all levels (from barangay to national level) and to a variety of different actors (beneficiaries, general public, CSOs, media, government officials). Empowering and participatory communities, project implementers and the media are encouraged bring complaints to the attention of project management and the public Timeliness Minimum response times are included in these guidelines to ensure grievances are handled in a timely manner. Right of appeal channels for appeal will be available if complainants are not satisfied with the resolution of their problem. Confidentiality the identity of complainants will remain confidential unless otherwise requested Pro-community the purpose of the GRS is to resolve community complaints to maximize access to the benefits of the PantawidPamilya.

Objectives of the Grievance Redress System The primary objective of the GRS is to facilitate due process in resolving complaints and grievances related to program implementation.

The GRS aims to achieve the following specific objectives: Provide rapid and due process in resolving complaints Capture data on vulnerabilities in the project implementation to effect refinements and improvements Empower communities and civil society to oversee and ensure accountability in program implementation.

The functions of the GRS are to: 1. Provide information to beneficiaries and the general public on the existence of the GRS and the various channels of complaint. 2. Rapidly resolve grievances through: a. Grievance redress processes at the provincial, regional and national levels based on the kinds of complaints b. Referral of grievances to PantawidPamilya committees at the provincial , regional and national levels in line with the level of the complaint; c. Resolution of complaints, including through investigation and verification of complaints as they are received d. Coordination with the legal authorities in the case of a violation of the law (e.g. corruption) e. Compilation of data on the volume and status of grievances through a Management Information System (MIS) that will equip PantawidPamilya management to identify, understand and address vulnerabilities in program implementation. 3. Prepare materials for dissemination to the public on the grievance redress system, steps for resolution and corrective actions to be taken. 4. Establish an appeals system if initial resolution attempts are not satisfactory. Types of Grievance and Complaints Table 1: Types Grievance Typology Exclusion Error Inclusion Error Registration Description Complaint or protest from an individuals or households excluded from the beneficiary list who feels they should be included in the program. Complaint about an individual registered as a beneficiary who is considered by the complainant to ineligible to receive PantawidPamilya cash payments. Complaint from potential beneficiaries not able to attend the initial community validation/assemblies Lateness Payment amount lower/higher than entitlement Payment cut off inappropriately Problems with ATM cards or alternative payment systems Health clinic closed Doctor/nurse/midwife not present Logistics (drugs/medical equipment) not available Slow service School closed Teacher absent Classrooms and teaching facilities inadequate Complaint from beneficiary wishing to appeal against sanction for noncompliance Pressure applied on beneficiaries through the imposition of additional conditions or coercion/obligatory participation in any special projects in the community

Payment

Health Service Provision

Education Service Provision

Compliance

External pressure

Corruption/Embezzlement/ Extortion

Collection of fees/extortion by local officials, project staff or concerned service providers False information Corruption in project contracts Other related issues Pressure applied on communities through the imposition of additional conditions or coercion to work on government projects Complaint from beneficiary wishing to appeal against sanction for noncompliance

Political Abuse of Power Complaint about suspension or termination due to non-compliance

Filing of Grievances and Complaints An individual or a group, beneficiaries or non-beneficiaries, may file a grievance or complaint, comment, query to the Municipal Link or designated Grievance Officer, and may be channeled through direct or indirect means. Direct means would refer to filing complaints through the parent leaders and Municipal Links.

STEPS IN THE FILING OF GRIEVANCES AND COMPLAINTS The grievance handling procedure entails five main stages, as described below:

STEP 1: Submission/Receipt of a Grievance

A grievance may be filed either orally or in writing or directly or indirectly submitted by the complainant as follows: Direct Submission of Grievance Direct submission of grievances can be done through the following means: 1. Reporting to: Parent Leader during a Barangay Assembly or at any other time Municipal Link PantawidPamilya officials at the Municipal or Regional level Direct to independent NGO monitoring teams Via text message to PantawidPamilya text hotline 0918-9122813 Email at 4psreklamo@gmail.com Fax to PantawidPamilya regional/national hotline Complaints boxes

Indirect Receipt of Grievance Grievances can also be captured indirectly through a range of means, including: Monitoring reports on visits to program sites by program staff, independent monitors, NGOs, supervision teams, media, government officials or any interested persons Media, including newspapers, television, radio and websites Audit reports from internal and external auditors Through elected representatives at local legislative assemblies

STEP 2: Recording of Grievance/Entry into MIS Following receipt of a complaint through direct or indirect means, the following steps should be taken. a. Fill out Grievance Form Each grievance should be entered into the Grievance Form. Information that needs to be recorded includes: Means of reporting complaint (letter, email, sms, etc) Date grievance was sent and received Identity of the complainant, if provided (name, address, contact details) Nature of the complaint

Helping complainants who cannot write It is quite likely that some people with grievances about the program will lack the literacy skills necessary to fill out the complaints form. In this case, the complainant may seek assistance from friends, neighbors, the Parent Leader or the Municipal Link.

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The Form will be filled out by the Municipal Link if it is not done at the community level. If the grievance is received via email, letter, text message at the Grievance Text Hotline 09189122813, the officer who receives the complaint shall fill out a Grievance Form. A simple query or request for information about the program does not need to be captured in the Grievance Form or entered into the MIS. b. Entry into MIS/Assignment of Tracking Number All complaints shall be entered into the MIS through the PantawidPamilya Grievance Database. The MIS will automatically assign a tracking number to each grievance. Municipalities that have online access to the database can process the complaints directly on the system (off-line database option for others). For the off-line version they process and send to the Region in an electronic file. The Regional Grievance Focal person shall then enter the grievance into the MIS. c. Categorization and Distribution Once recorded, the PMO Grievance Redress Unit will review and categorize each grievance and distribute it to the appropriate level, based on: i. level at which the complaint was submitted (national, regional, municipal, barangay) ii. the nature of the complaint inclusion error, payment, service provider, corruption, etc

STEP 3: Fact-finding Once categorized, the next stage is distribution of the grievance for fact-finding and resolution. This activity includes gathering facts and clarifying information in order to have a clear picture of the circumstances surrounding the grievance. The Municipal/City Link shall be responsible for this in most cases, unless the complaint is at a higher level or is about the Municipal/City Link. In these cases either the Regional Focal Person or the National Monitor shall conduct the fact-finding. Table 2: Level and body responsible for fact-finding

Level

Verification/Fact-finding body

DSWD Central Office DSWD Regional Office Municipal/City Barangay Level

Grievance Redress Unit Regional Focal Person Municipal/City Link Municipal/City Link

i. The fact-finding process shall verify the following information Identity of the complainant and nature of complaint ii. Status of the complaint already resolved, in process of resolution, still in process, etc iii. Compile supporting evidence

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Once completed, the body undertaking the fact-finding shall make recommendations for resolution to the appropriate bodies for consideration in the redress of grievance or complaints. STEP 4: Resolution & Appeal Resolution This step is the action and decision-making process undertaken at different levels. Generally, the action will be one of the following, depending on the nature and type of complaint: Table 3: Grievance and summary of resolution strategies Grievance Exclusion Error Resolution Complainant not surveyed: no re-survey will be conducted, so in this case the response is to explain the selection process. The complainant can be referred to the City/Municipal SWDO for provision of other available social services, if any. Complainant surveyed: if the complainant has been surveyed, then the PantawidPamilya database and the survey questionnaire should be verified. If there is a data error, verify household information and amend the database to include the complainant if necessary. If there is no data error, simply explain the selection process to the complainant and take no further action. Verify data on the questionnaire and the database. If there appears to be an error, redo the PMT survey. If no error, no action required. If the household is ineligible, removal from the beneficiary list Payment error originates with the MIS payroll and usually relates to errors in ages of children and/or disputes over compliance with conditions. Such complaints should be referred to the PMO for data verification. Health: Refer to Municipal Advisory Committee Education: refer to Regional Advisory Committee Refer to the National Grievance Redress Unit or Regional Grievance Committee to appropriate action and to legal or appropriate agency for further investigations if warranted and appropriate action PantawidPamilya beneficiaries suspended or terminated from the program may appeal to the Grievance Committee. The Committee shall investigate the case and decide whether conditions beyond the control of the beneficiary explained non-compliance (e.g.: service provider error in filling out compliance form, school was closed, etc).

Inclusion Error

Payment Error

Service Provider

Corruption

Compliance

Appeal If a complainant is not satisfied with the outcome of the grievance resolution, he/she may appeal the outcome up as far as the National Grievance Committee, the decision of which is final. STEP 5: Feedback Once a grievance has been resolved, the complainant shall be informed of the outcome of his/her complaint. If the complainant is anonymous, information on resolution of the complaint shall be posted in the relevant Municipal and barangay bulletin boards and on the PantawidPamilya complaints database.

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Following resolution, the Grievance Database shall be updated to reflect the new status.

GRIEVANCE REDRESS STRUCTURE The Grievance Redress Unit will be established in the PantawidPamilya Project Management Office (PMO) at the national level comprising of two full-time staff, the function of the unit is to record and facilitate the resolution of grievances It will also maintain the grievance database as part of the program MIS. The unit will facilitate resolution of grievances at all levels particularly the Provincial Grievance Committee. Unresolved complaints raised by the Provincial Grievance Committee shall serve as agenda item in the Regional Advisory Committee, and grievances forwarded by the region to national level shall be agenda item in the National Advisory Committee. Levels of Grievance Handling a. Parent Leaders Parent Leaders act as a conduit of information between beneficiaries and PantawidPamilya management. They play an important role in capturing grievances and facilitating grievance redress. Parent Leaders has the responsibility to be aware of problems of beneficiaries in their cluster. At each Barangay assembly, problems and grievances should be reported and discussed. If a grievance cannot be resolved at this level, it should be reported to the Municipal Link. If the grievance is about the Municipal Link, then it can be reported directly to the Regional or National PantawidPamilya Office through any of the channels such as hotline, email, letter or text message.

b. Municipal Link The Municipal Link serves as the Grievance Monitor and is the frontline worker in the Grievance Redress System. As the Grievance Monitor, she/he will work in close cooperation with Parent Leaders in target barangays as well as keeping track of filed grievances and feeding back information to complainants on how their complaint has been addressed. c. Service Providers Service providers have a role in ensuring the delivery of education and health services to PantawidPamilya beneficiaries. Schools and health clinics in the project target areas will be visited at least once a month by the Municipal Link. This is an opportunity for service providers to convey any complaints, both in terms of their ability to deliver health and education services and input on the mechanism and procedures of the PantawidPamilya.

d. National Grievance Redress Unit PantawidPamilya PMO The National Grievance Redress Unit shall be housed within the PantawidPamilya PMO at the DSWD National Office, and shall be led by a Grievance Redress Specialist. The Grievance Redress Unit shall comprise 2 full time staff dedicated to overseeing and managing the GRS and handling serious complaints at the national level, together with the National Grievance Committee.

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The main functions of the Grievance Redress Unit are to: a. Monitor and supervise complaints handling, including through regular coordination with the Regional Grievance Monitor and the Municipal Link. b. Coordinate and help facilitate monthly meetings of the National Grievance Committee. c. Investigate and help to resolve serious complaints that are referred to the national level for resolution d. Categorize and distribute complaints to the appropriate level for resolution. e. Prepare a monthly grievance report for submission to the National Grievance Committee, drawing on monthly reports from the Regional Level and from the MIS. The report shall include information on the volume, type and location of grievances received and the status of resolution. It will particularly highlight serious or high profile cases requiring additional attention, including cases of corruption, complaints against government officials or widespread fraud or manipulation. f. Analyze trends in grievance reporting and identify strategies to address major problems g. Build the capacity of Regional and Municipal Grievance Monitors to record and resolve grievances h. Ensure the Grievance MIS database is maintained i. Together with regional and municipal counterparts, review these guidelines for annual revision and improvement.

e.

The Provincial Grievance Committee

Time Limits for Complaints Resolution The table below lays out the timeline for the resolutions of complaints and grievances: Table 5: Estimated maximum timelines for complaint resolution Grievance Handling Phase Receipt of Grievance, Clarification, Entry into MIS, Categorization and Distribution Fact-finding Complaint resolution Feedback to complainant Appeal Working Days 3 Accumulated working days 3

5 15 3 15

8 23 26

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REPORTING Grievances shall be captured for monitoring and reporting using one of the Grievance Forms (Beneficiaries & NonBeneficiaries Forms 1 & 2). Consolidated reports shall be generated and updated at all levels. Submission to the PMO of the consolidated regional grievance reports shall be simultaneous with monthly M& reports. The consolidated reports shall include information on (i) identity of the complainant; (ii) actions taken; and (iii) actions required (if any) to resolve the grievance. The Municipal Link shall provide reports on all grievances each month to the Regional Office. The Regional Focal Point shall update the MIS complaints database on a monthly basis. The Regional Focal Point shall in turn provide a consolidated report to the PMO, which reports finally to the PantawidPamilya National Advisory Committee. This report shall highlight any cases requiring direct attention from the national level. DISSEMINATION The PantawidPamilya Grievance Redress System shall be open to the public, and it is the responsibility of the Grievance Redress Unit, supported by the PantawidPamilya Social Marketing Unit and the DSWD Social Marketing Service (SMS) to disseminate information about how the Grievance Redress System be accessed and utilized (See attached Guidelines on GRS for complete details).

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