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 STATUS OF GRIEVANCE
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EMAILNO ACTION
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SNAIL MAILON-GOING
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TEXTRESOLVED
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CALL
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CALL-8888
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WEBSITE
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GRIEVANCE DESK
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FACEBOOK
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WALK-IN
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CLIENT ASSISTANCE DESK (FDS)
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CATEGORY OF GRIEVANCESUB-CATEGORY OF GRIEVANCEDEFINITIONRESOLUTION INDICATOR (if the grievance is valid)RESOLUTION TIMELINE
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PAYMENT ISSUENO PAYMENTwhen a household did not receive any cash grant for a specific periodThe household has received
the cash grants through their
account, subject to DSWD’s
policies and issuances on
retroactive payment.		120 DAYS
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UNDERPAYMENTwhen a household received less than what
they had expected for a specific period		The household has received
the cash grants through their
account, subject to DSWD’s
policies and issuances on
retroactive payment.
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OVERPAYMENTwhen a
household received more than what
they had expected for a specific
period		The household returned the
overpayment/DSWD was able
to recover the overpayment,
subject to DSWD’s policies
and procedures on recovering
the overpayment.
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UNCLAIMED PAYMENTwhen a
household was not able to claim the
cash grants for various reasons		The household has received
the cash grants through their
account, subject to DSWD’s
policies and issuances on the
release of unclaimed cash
grants
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CARD ISSUENO CARDwhen a household
already appears on card payrolls but the physical card is not yet available
at the servicing branch		The household has received
the card.		29 DAYS
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INACCESSIBLE ACCOUNTwhen
a household is unable to access the
card such as failed transactions
despite having sufficient balance		The household is able to
access the account
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NO TOP-UPSwhen a
household who appears on payroll is
unable to withdraw the cash grants
due to failed top-ups and other
similar reasons		The household has received
the cash grants.
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LOST CARDwhen a household
has lost the card, requested for
replacement, but the card is not yet
replaced within the established time
protocol		The household has received
the replacement card.
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STOLEN CARDwhen a
household has his/her card stolen,
requested for replacement, but the
card is not replaced within the
established time protocol		The household has received
the replacement card.
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DAMAGED CARDwhen a
household has damaged his/her card
due to personal reasons, requested
for replacement, but the card is not
replaced within the established time
protocol		The household has received
the replacement card.
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PERFORATED CARDwhen a
household was not able to claim the
card within the grace period,
requested for issuance, but the card
is not yet replaced		The household has received
the replacement card.
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CAPTURED CARDwhen a
household has, after three attempts of wrong PIN, has his/her card
captured by the ATM, requested for
release, but the card is not yet
replaced within the established time
protocol		The household has received
the card.
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LOCKED OR HOT CARDwhen a
household has his/her card locked
by the LBP/DSWD for various
reasons, requested for unlocking, but
the card is not yet accessible within
the established time protocol		The household is able to
access the account.
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BLOCKED CARDwhen a
household has his/her card blocked
by the LBP/DSWD for various
reasons, requested for unblocking,
but the card is not yet accessible
within the established time protocol		The household is able to
access the account.
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DELAYED CARDwhen the new
grantee was not issued with a new
card within the established time
protocol		The household has received
the card.
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DELAYED FUND TRANFERSwhen a household who, after request
for card replacement and fund
transfer to the new account, and
appears on the payroll, is still unable
to withdraw the cash grants from
their new account		The household has received
the cash grants.
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DELAYED NAME-MATCHINGwhen a household who, after request
for card replacement and name
matching to the new account, and
appears on the payroll, is still unable
to withdraw the cash grants from
their new account		The household has received
the cash grants.
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FACILITY ISSUEINADEQUATE EDUCATION SERVICES / FACILITIESwhen
there is no DepEd/CHED-accredited
school or no teacher in a specific
locality or there is insufficient supply
of desks, chairs, textbooks, including digital platforms/services in times of
shocks and emergencies.		The supply-side issue has
been referred to the local
advisory council and the
households are able to
access education services.		72 DAYS
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INADEQUATE HEALTH SERVICES / FACILITIESwhen there is no
health facility or health personnel in
a specific locality or there is
insufficient supply of vaccines,
medicines, deworming pills, maternal
and child health services, among
others, including digital
platforms/services in times of shocks
and emergencies.		The supply-side issue has
been referred to the local
advisory council and the
households are able to
access health services
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IMPLEMENTER ISSUEIMPOSITION OF ADDITIONAL CONDITIONSwhen a Program
implementer imposes additional
conditions outside those mentioned
in the 4Ps charter		The household and the
implementer are reoriented of
the Program conditions.		13 DAYS
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DISCOURTESYan impolite act
or remark by a Program implementer
towards a beneficiary		The grievance has been
referred to an appropriate
office as governed by civil
service rules and related
statutes.
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COLLECTION OF ANY KINDWhen a Program implementer collects an
unauthorized sum of money or inkind
such as livelihood stock from a
household beneficiary, for whatever
reasons		The grievance has been
referred to an appropriate
office as governed by civil
service rules and related
statutes. Moreover, the
unauthorized collection is
returned to the affected
households and the
implementer is discouraged
against collection of any kind
from the Program
beneficiaries.
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IMPLEMENTERS FRAUDELENCEwhen a Program implementer,
whether or not acting in conspiracy
with other officials or employees,
who, by act or commission or
omission, inserts or allows the
insertion of data or false information,
or who diverts from what ought to be
contained in the registry, with the
view of altering the fact, or aiding in
the grant of the money to persons
other than the qualified household
beneficiaries.		The grievance has been
referred to an appropriate
office as governed by
civil service rules and related
statutes.
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INCORRECT REPORTING OF COMPLIANCE DATAwhen a Program
implementer has reported
compliance/noncompliance data
incorrectly, and such incorrect
reporting has affected the correct
and timely receipt of cash transfers		The implementer has been
reoriented on the correct and
proper reporting of
compliance/ noncompliance
data and the affected
household has received the
correct amount of cash
grants.
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INACTION TO REQUESTSwhen a
Program implementer fails to act,
intentionally or unintentionally, on a
particular transaction and whose
inaction has affected the correct and
timely receipt of cash grants		The grievance has been
referred to an appropriate
office for proper investigation
as governed by civil service
rules and related statutes and
the affected household has
received the correct amount
of cash grants
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DELAYED ACTION TO REQUESTSwhen a Program implementer fails to
act, intentionally or unintentionally,
on a particular transaction and
whose inaction has affected the correct and timely receipt of cash
grants		The grievance has been
referred to an appropriate
office for proper investigation
as governed by civil service
rules and related statutes and the affected household has
received the correct amount
of cash grants
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MISBEHAVIORVICEShabitual or frequent
indulgence in drinking alcohol,
and/or undesirable practices
committed by beneficiaries		The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.		21 DAYS
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GAMBLINGto bet/play a game
of chance or stakes		The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.
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PAWNINGan act of giving the
4Ps ID, card, and/or Oath of
Commitment to a loan financier/loan
shark as a ‘collateral’ or security for
money borrowed or credit on
items/goods		The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.
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MISREPRESENTATIONa fabricated/made-up representation of
a beneficiary to deceive the Program
and access/receive Program benefits		The beneficiary has been
delisted from the Program.
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BENEFECIARY FRAUDELENCEan
act of deceit, cheating, or trickery
made by a dishonest individual to
access/ receive Program benefits.
This is without prejudice to the 4Ps Act Section 24 which covers any
person, whether or not acting in
conspiracy with public officials, who,
by act or commission or omission,
inserts or allows the
insertion of data or false information,
or who diverts from what ought to be
contained in the registry, with the
view of altering the fact, or aiding in
the grant of the money to persons
other than the qualified household
beneficiaries.		The erring beneficiary has
been delisted from the
Program.
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COLLECTION OF ANY KINDan act
of collecting any amount of money or
in-kind items such livelihood stocks
from a 4Ps beneficiary for whatever
purpose		The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.
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PERSUASIONan act of talking or convincing a fellow beneficiary, such as additional conditions, threat of delisting, among others.The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.
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DISINFORMATIONa malicious deceit meant to mislead a fellow beneficiary , such as additional conditions, threat of delisting, among others.The erring beneficiary has
been sanctioned based on
the level of grievance
escalation.
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APPEAL
APPEAL FOR REACTIVATION		refers to a request to be reinstated back to
the Program coming from
beneficiaries who have ceased to
receive cash grants and the
associated benefits due to temporary
deactivation/ suspension.		The household has been
reactivated back to the
Program in accordance with
DSWD’s policies and
issuances on appeals.		35 DAYS
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APPEAL FOR REINSTATEMENTrefers to a request to be reinstated
back to the Program coming from
beneficiaries who have ceased to
receive cash grants and the
associated benefits due to delisting.		The household has been
reinstated back to the
Program in accordance with
DSWD’s policies and
issuances on appeals.
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DISQUALIFICATIONWITH REGULAR INCOMEa household that has an occupation
associated with ‘regular income’
including those that fall under the
following Philippine Standard
Occupation Classification:
1-Managers
2-Professionals		The beneficiary has been
delisted from the
Program/has been retained
upon affirming their eligibility
to the Program.		14 DAYS
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WITH HIGH VALUE PROPERTYa
household that owns a personal
property, including real properties,
that renders the household
income/asset more than 10% above
the poverty threshold		The beneficiary has been
delisted from the
Program/has been retained
upon affirming their eligibility
to the Program.
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WITH RELATIVE ABROADa
household receiving cash from a
relative up to the third level of
consanguinity/affinity based on
actual household characteristics that
renders the household income/asset
more than 10% above the poverty
threshold or self-sufficient, whichever
is greater. Provided that such
support is at least in the last 12
months, without interruption of
support for at least three consecutive
months.		The beneficiary has been
delisted from the
Program/has been retained
upon affirming their eligibility
to the Program.
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REQUEST & INQUIRYF1KD INQUIRYHH inquires, submits request for F1KD monitoring.Will be tagged as Resolved in GRS once the client has been given explaination on the process of F1KD monitoring & updating updating.1-3 DAYS
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HEALTH CENTER UPDATEWill be tagged as Resolved in GRS once the client has been given explaination on the process of health center updating. Further Action will be done thru BDMD.
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SCHOOL UPDATEWill be tagged as Resolved in GRS once the client has been given explaination on the process of School facility updating. Further Action will be done thru BDMD.
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CHANGE GRANTEE REQUESTWill be tagged as Resolved in GRS once the client has been given explaination on the process of Change Grantee Request. Further Action will be done thru BDMD.
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CHANGE ADDRESS REQUESTWill be tagged as Resolved in GRS once the client has been given explaination on the process of Change Address Request. Further Action will be done thru BDMD.
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ID REPLACEMENTWill be tagged as Resolved in GRS once the client has been verified as ACTIVE in PPIS and issued with 4ps ID.
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OATH OF COMMITMENTWill be tagged as Resolved in GRS once the client has been verified as ACTIVE in PPIS and issued with Oath of Commitmment.
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PHIHEALTH CERTIFICATIONWill be tagged as Resolved in GRS once the client has been verified as ACTIVE in PPIS and issued with ML Certification for Philhealth Use.
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PAYOUT SCHEDULEWill be tagged as resolved in GRS once the client has been provided information relative to inquiry or status of cash grants release.
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PPIS RECORD INFORMATIONWill be tagged as resolved in GRS once the client has been provided information relative to inquiry or status in PPIS.
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ADD CHILDREN FOR MONITORINGWill be tagged as resolved in GRS once the client has been provided information relative to inquiry or status in PPIS relative to eligibility or possible processing of additional children for monitoring.
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LISTAHANAN RE-REASSESSMENT
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WITHOLDING OF GRANTS DUE TO L3 NON-POORWill be tagged as Resolved in GRS once the client has been informed or given explaination on the treatment process of L3 NON POOR with on hold grants. Thus, awaiting Results.
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WITHOLDING OF GRANTS DUE TO NOT INCLUDED IN L3Will be tagged as Resolved in GRS once the client has been informed or given explaination on the treatment process of L3 NON POOR with on hold grants. Thus, awaiting Results.
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WITHOLDING OF GRANTS DUE TO L3 UNASSESSED Will be tagged as Resolved in GRS once the client has been informed or given explaination on the treatment process of L3 NON POOR with on hold grants. Thus, awaiting Results.
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HOUSEHOLD TAGGED AS CS 31-VALIDATED NON-POOR HOUSEHOLDWill be tagged as Resolved in GRS once the client has been informed or given explaination on the treatment process of L3 NON POOR with on hold grants. Thus, awaiting Results.
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DELAYED GRANTS DUE TO BUDGET DEFICIT
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With Client Status 32- Waiting for Matching Result with CBMS
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With Client Status 33- Non-Poor SWDI assessment
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OTHERS REQUEST:
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