Grievance Redress System

Details

Published on Thursday, 05 January 2012 15:02

Written by Super User

Communities value the transparency in the use of funds and the overall process of the KALAHI-CIDSS. Greater transparency reduces leakage of public funds, and the program promotes adherence to transparency during all stages of implementation. All procurement activities are conducted by community members with public opening and awarding of bids. Fund releases are recorded in a community cash book that is presented at barangay assembly meetings for scrutiny by community members.

The program also includes a unique "grievance system" that 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 this system, we are encouraging barangay residents to participate in grievance resolution at the barangay, municipal and MIBF level. You may find that the system is designed to respond to complaints, problems and issues relating to the Project. It will also attend to simple requests for information, queries and comments from all people concerned with the Project. 

Details of how to file, where to file and how the system works are discussed here. Please feel free to use the contact information included here should you have any grievance regarding the Project. 

Who may complain or report grievances?

Anyone with a complaint against the Project, its implementation, the project staff, local personalities and others involved in the Project may file a grievance. All complaints are confidential. 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. Online grievance form 

What are the types of complaints and grievances and who can address them?

Complaints and grievances can be reported to DSWD, the Barangay Assembly (BA) or the Municipal Inter-Barangay Forum (MIBF). 

TYPE A. Queries, comments and suggestions should be addressed to DSWD KALAHI-CIDSS at the Central, Regional and Municipal level. 

TYPE B. Violation of Rights or Non-Performance of Obligations per Project guidelines, Memorandum of Agreement, Sub-Project Agreement, and other forms of project agreements. These will be resolved at the level of the Barangay Assembly (BA) or the Municipal Inter-Barangay Forum (MIBF). 

TYPE C. Violation of Laws. These include misuse of funds; allegations of corruption; and falsification of public documents. The grievance is usually resolved in the courts. The BA or the MIBF may also act on these cases in order to work for an out-of-court settlement of disputes/complaints. 

TYPE D. Complaints against project staff, LGU staff, MIAC and MIBF members, staff of other agencies participating in the Project are acted upon by the agencies concerned using their internal administrative rules of procedures on erring staff. The BA and MIBF may also act on these cases in order to articulate their own sanctions 

Your Barangay Assembly will act on Types B, C, and D Complaints and Grievances. If you have a Type B, C or D complaint or grievance, report it to the Barangay Assembly Fact-Finding Group (BAFFG) established under the KALAHI-CIDSS Project. You may get in touch with the KALAHI-CIDSS Community Facilitator in the barangay for information on the BAFFG. 

A Special Barangay Assembly will act on the findings of the BAFFG. Complaints and grievances which cannot be resolved by the Special BA may be directed to the Municipal Inter-Barangay Forum. 

The MIBF will take action in the following cases: 1. Inter-barangay disputes or cases where two or more barangays are involved ; 2. Cases when the subject matter of the dispute relates to real property located in more than one barangay, unless the parties agree otherwise; 3. Disputes or cases where the parties reside in different barangays, unless the parties agree otherwise; and 4. Such other cases where the BA votes that the matter is beyond their competent judgment. 

What sanctions may be imposed by the BA or MIBF? 

Sanctions can be imposed through resolution of the BA or MIBF only when there is a majority vote of the BA or MIBF. The BA or MIBF should take into account the gravity of the act or omission. Below is a listing of possible sanctions. 

1. Compromise agreement 
2. Warning 
3. Public Reprimand 
4. Suspension from KALAHI-CIDSS for one or two cycles & from proposing certain types of projects for one or two cycles 
5. Disqualification for the entire KALAHI-CIDSS project duration and from proposing certain types of sub-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. 

Where to appeal?

Any person who does not agree with the decision on a complaint or grievance may file an appeal with the next higher level of the grievance redress system or any appropriate office. The appeal shall be resolved by the receiving office immediately. 

You can talk to your CF or any member of the Area Coordinating Team for more information on the KALAHI-CIDSS Grievance Redress System and the schedule of community grievance training.

DSWD KALAHI-CIDSS welcomes complaints, grievances, queries, comments or suggestions. Please call, write, email, fax or text to:

Address: DSWD Central Office: Batasan Hills, Quezon City 
Contact Persons: 
Undersecretary Luwalhati F. Pablo, National Project Director 
Assistant Secretary Ruel G. Lucentales, Deputy National Project Director 
Director Camilo Gudmalin, National Project Manager 
Tel No.: (02) 931.8101 loc 413, 952.9749 
Fax No.: (02) 931-6114 
Cell No.: 09189108010 
E-mail:  This e-mail address is being protected from spambots. You need JavaScript enabled to view it.