1.

Filing of Complaint – Tanggapan ng Reklamo

Non-beneficiaries and beneficiaries of the program may visit the Tanggapan ng
Reklamo to file their complaints or grievances about the implementation of the
program.

Office or Division: 4Ps – Grievance Redress Division

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Grievance Form Tanggapan ng Reklamo Helpdesk, 2nd Floor
Mahusay Building
Pantawid Pamilya ID
Evidence/s, if applicable
FEES TO PROCESSIN PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID G TIME RESPONSIBLE
1. Sign in the client 1. Give the logbook None 2 Minutes Guard on duty
logbook in the office to the client with
lobby pen

1.1 Secure the

1.1 Give ID Card to client’s ID
Guard on Duty
2. Get a grievance 2.1 Give the None 1 Minute Officer of the Day
form grievance
form/request and Immediate
inquiry form Supervisor: Ms.
Janice G. Pol
Project
Development
Officer IV
3. Accomplish the 3. Ensure that None 2 Minutes Officer of the Day
grievance grievance form/
request and inquiry Immediate
form is complete and Supervisor: Ms.
properly filled out Janice G. Pol
Project
Development
Officer IV
4. Provide additional 4.1 Check the status None 30 Minutes Officer of the Day
and complete details of the beneficiary
of the complaint who is being Immediate
complained in the Supervisor: Ms.
Pantawid Pamilya Janice G. Pol
Information System Project
Development
4.2 Interview the Officer IV
client and write down
 other pertinent details
in the grievance form
5. None 5.1 Explain to the None 10 Minutes Officer of the Day
client the process of
resolving complaints Immediate
on Misbehavior of Supervisor: Ms.
Beneficiary-Misuse of Janice G. Pol
Grants and the Project
sanctions that will be Development
given if the complaint Officer IV
has merit.

5.2 Inform the client

that he/she will be
contacted thru the
mobile number
provided by the
assigned grievance
officer once a
resolution has been
made
6. Secure the 6.1 Detach the None 2 Minutes Officer of the Day
acknowledgment/ acknowledgment/
follow up slip follow up slip from Immediate
*Client may the grievance form Supervisor: Ms.
contact the and give it to the Janice G. Pol
number provided client Project
in the slip for Development
follow-up Officer IV
7. None 7. Endorse the None 2 Minutes Officer of the Day
accomplished
grievance form to the Immediate
Administrative Officer Supervisor: Ms.
for recording in the E- Janice G. Pol
DTMS Project
Development
Officer IV
8. None 8.1 Record the None 10 Minutes Normandy Chua
grievance form in the Administrative
E-DTMS and Manual Assistant II
Monitoring Matrix

8.2 Endorse the

grievance form to the
Field Operations
Services Unit (FOSU)
Head
9. None 9. Distribute the None 3 Minutes Ms. Janice G. Pol
grievance form to
technical officer for
 drafting of Project
endorsement letter to Development
Field Office Officer IV
concerned
10. None 10. Check the None 3 Minutes Technical Officer
household profile of
the beneficiary in the Immediate
Pantawid Pamilya Supervisor:
Information System Ms. Janice G. Pol
Project
Development
Officer IV
11. None 11.1 Draft the None 30 minutes Technical Officer
endorsement letter
*Supporting Immediate
documents and Supervisor:
grievance form Ms. Janice G. Pol
submitted by the Project
client must be Development
attached Officer IV

11.2 Submit to the

FOSU head for
review
12. None 12.1 Reviews the None 5 Minutes Ms. Janice G. Pol
draft letter and affix Project
initial signature on Development
the letter Officer IV

12.2 Transmit the

draft letter to Division
Chief for review
13. None 13.1 Reviews the None 5 Minutes Ms. Ma.
draft letter and affix Asuncion D.
initial signature on Basco
the letter Division Chief

13.2 Transmit to draft

letter to the
Administrative Officer
14. None 14.1 Updates the None 10 Minutes Mr. Rondolf
record of the Gabriel Baguinon
document in the E- Administrative
DTMS Assistant II

14.2 Transmits the

draft letter to the
Office of the National
Program Manager
15. None 15.1 Receives the None 5 Minutes ONPM AA-II
draft letter

15.2 Updates the

record in the E-
DTMS
16. None 16.1 Reviews the None 5 Minutes Dir. Gemma B.
draft letter Gabuya
National Program
16.2 Approve and Manager
sign the letter
17. None 17.1 Transmits the None 5 Minutes ONPM AA-II
letter to ASD-
Records Section for
recording in the E-
DTMS
18. None 18.1 Transmits the None 5 Minutes ASD/RS AA-II
letter to Records
Section for recording
in the E-DTMS
19. None 19.1 Sends the None 10 Minutes Records and
endorsement letter to Management
Field office Services
Total 2 hours and 33 minutes