Grievance Redress System
(KC-NCDDP)
Outline
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Overview of GRS
- Introduction
- Principles
Grievance Redress Components
- Grievance installation
- Handling and monitoring structure
- Grievance handling procedure
- Monitoring and reporting
Overview of GRS
What is Grievance in Kalahi CIDSS?
injustice
complaint
accusation
suggestions
wrongdoing
criticism
comments
gripe
MECHANISM
Overview of GRS
Respond to queries and clarifications
Resolve problems
implementation
arising
from
project
Address complaints and grievances efficiently
and effectively
Overview of GRS
 Transparency
GRS Principles 
Empowering and participatory
 Socially inclusive and open
 Institutional capacity-building for good
governance
 Simple and accessible
 Quick and proportional action
 Objective and independent
 Anonymity and security
 Due process
Grievance Redress Components
Installation
Handling and Monitoring
Structure
Handling Process
Monitoring and Reporting
System
GRS Installation Checklist
GRS Orientations and Trainings
GRS Committees
Information
Materials
Means of Reporting
Grievances
Major GRS Activities in the CEAC Cycle
Stage
Municipal Orientation
Activities
The Grievance Redress System (GRS) is explained, and a
resolution forming a municipal grievance committee composed
of representatives of barangay grievance committees, is
passed.
Community Consultation The GRS is explained, and community volunteers for the
1st BA
barangay grievance committee are selected.
Resolution is passed on the formation and composition of the
Barangay Grievance Committee.
The CEF and their municipal counterparts orient the Barangay
Grievance Committee on their roles and tasks in helping
resolve grievances arising in implementation.
Community Managed
Implementation of
Subprojects
The CEFs facilitates resolution of grievances, as they arise.
Grievance Redress Components
Handling and
Monitoring Structure
Area Coordinating Team
Municipal Grievance Monitor
(Area Coordinator)
Barangay Grievance Monitor
(Community Facilitator)
MIBF/
Municipal Forum
Brgy Assembly/
Cmty Consultations
Barangay and
Municipal Level
MIAC/MDC and
representative of
Grievance Committees
Grievance Committee
Brgy-based
institutions
Grievance Redress Components
Handling and
Monitoring Structure
Roles of GRS Committee
 Once elected, the GRS committees will serve as the Community Facilitator’s assistant
in ensuring that the GRS is properly installed in the barangay.
 The GRS committee will coordinate with the Lupon Tagapamayapa and other barangay
grievance structures to discuss possible ways to harmonize the various systems
(example: representation of Lupon Tagapamayapa in the GRS committee).
 In cases when there is a need for fact-finding, the GRS committee will assist the
Community Volunteer in calling for community assemblies, and securing means of
verification and other pertinent documents regarding the grievance.
 The Grievance Committee will also inform the Community Facilitator about existing
PINCOS in the community and how they were addressed or what actions are expected
from the management.
 Documentation of grievances that were raised during community assemblies/meetings
or submitted through other channels such as the grievance box.
Grievance Redress Components
Handling and
Monitoring Structure
Roles of the Area Coordinating Team
 Monitor and ensure installation of the Grievance Redress System
 Provide coaching to grievance volunteers on GRS handling
process and conflict resolution
 Receive complaints and accomplish Intake Form
 Convene the grievance volunteers and facilitate resolution of
complaints/issues.
 Monitor resolution and ensure closure to every grievance.
 Submit required monthly and quarterly report to the regional
Office
Grievance Redress Components
Handling Process
1) Intake
2) Verification
& Action
3) Feedback
4) Follow up
Grievance Redress Components
Handling Process
GRIEVANCE
Typology indicates
severity of
grievance
Type C
Conformance
with
government procurement
finance guidelines
KC/
and
Type B
Compliance
with
project
processes, MOA and other KC
implementation arrangements
Type A
General queries/ comments/
Suggestions
Sub-categories
Administrative
CEAC Schedule/Timeline
Delivery of materials
Gender Concerns
Delivery of LCC
Financial management
KC process/design/guidelines
LGU Participation
O&M/Sustainability
Community Participation
Quality and Operations of SP
Graft and Corruption
Social and environmental safeguards
RFR Processing
Salary and allowances
Subproject implementation
Positive
Comments
Procurement
TA/support, information dissemination and Cap. Building
Grievance Redress Components
Monitoring and Reporting System
GRS FORMS:
Barangay and Municipal Installation Form
Grievance Intake Form
Peace be with you!