FREQUENTLY ASKED QUESTIONS

What is the Grievance Redress System (GRS)?

The Grievance Redress System (GRS) is a mechanism of the NCDDP whereby queries or
clarifications about the program are responded to and problems and complaints arising out of
implementation are addressed and resolved at the lowest possible level.

Why is there a need for GRS?

The NCDDP promotes adherence to transparency during all stages of implementation. The GRS
gives communities and members of the public recourse to redress should there be a claim of
wrongdoing, either in terms of the programs operation procedures or by members of staff or
consultants.
Through GRS, barangay residents are encouraged to participate in grievance resolution at the
barangay, municipal and Municipal Inter-Barangay Forum (MIBF) level.

Who may complain or report grievances?

Anyone with a complaint against the NCDDP, its implementation, the project staff, and other
stakeholders may file a grievance. The complainant may or may not reveal his/her identity.

How is a grievance or comment initiated?

Complaints or grievances can be reported through:
1. Letters
2. E-mails
3. Text messages
4. Verbal narration from walk-in complainants
5. Phone calls/Fax
6. Grievance Intake Box (found at the barangay)
7. Online grievance form through the website

What complaints and grievances can be reported?

The GRS welcomes all kinds of project-related comments, suggestions, and complaints from
anyone.
Examples of complaints/concerns/grievances reported through the GRS are:
o
Queries, comments, and suggestions on Kalahi-CIDSS design, guidelines, and
processes
o
Concerns on the quality and operations of sub-project being implemented

o
o
o

Procurement violations
Allegations of corruption
Non-performance of obligations of project staff and other stakeholders

How are grievances resolved in the GRS?

The GRS encourages that grievances be resolved in a participatory and transparent manner. As
such, Barangay Assemblies and Municipal Inter-Barangay Fora are utilized as venues to resolve
grievances. This will allow the community to hear both sides of the issue and become part of the
resolution.
However, for cases that require confidentiality, appropriate bodies or offices are tapped to ensure that
complaints are properly resolved in accordance to guidelines and laws.

How can you become part of the GRS committee?

You can be elected or volunteer to become part of the Special Barangay Assembly (SBA) or Special
Municipal Inter-Barangay Forum (SMIBF). The SBA and SMIBF are organized to resolve grievances
and complaints in the barangay and municipal levels, respectively.
The members of the SBA are selected by the Barangay Assembly during the first BA. Three
representatives from eachpurok shall compose the SBA. The members of the SMIBF, on the other
hand, are elected by the MIBF during the workshop on criteria setting for the ranking of sub-projects.
One BRT member from each barangay shall compose the SMIBF.
Prior to the decision of either the SBA or the SMIBF, a fact-finding group shall verify if the complaint
or grievance is true or not. The fact-finding group is composed of five members from the special
group, who shall be selected through drawing of lots.
In lieu of the SBA or SMIBF, existing conflict-resolution structures in the community can also be
tapped as venues to file and resolve grievances. These can be the following:
o
Lupon Tagapamayapa
o
Council of Elders for IP Communities
o
Municipal Inter-Agency Committee
o
Other organizations dealing with conflict resolutions

What sanctions may be imposed by the SBA or SMIBF?

Sanctions can be imposed through resolution of the Special Barangay Assembly (SBA) or Special
Municipal Inter-Barangay Forum (SMIBF) only when there is a majority vote. The SBA or SMIBF
should take into account the gravity of the act or omission. Below is a listing of possible sanctions.
o
Compromise agreement
o
Warning
o
Public Reprimand
o
Suspension from NCDDP for one or two cycles and from proposing certain types of
community projects for one or two cycles

Disqualification for the entire NCDDP program duration and from proposing certain
types of communty projects.
Sanctions may be imposed on a sitio, group of sitios, barangay, group of barangays. Any action by
the BA of MIBF shall be without prejudice to the penal, civil or administrative sanctions imposed by
pertinent laws or guidelines.
o

2.

What is the function of the community grievance volunteers?

The members of the GRS committee serve as the representatives of the barangay/municipality in
acting on queries related to the project and taking part in grievance resolution. Once the fact-finding
group gathers and studies all the relevant data in the case, they will then present the findings to the
SBA/SMIBF, who will then come up with the final resolution based on the data presented.
GRS volunteers also assist ACTS in installing a GRS system (i.e. information dissemination)