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:
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:
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 each purok 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:
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.
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.
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)