Tentative list of resources required for Help Desk
Responsible Party
Items
Staff
Space/ desk
Telephone
PC
Internet access
Letter / Drop Box
Handbook for Help desk Opeation
GRM Manual for
LHO/LIAC/RIMC/PIAC
Grievance Action form
Acknowledgement receipt
Database management system
Map showing ROW within each LGU
Project leaflet:
Project Information Leaflet
GRM process leaflet
Legal support system
Description
DOTr LGUs
At least 2 staff at each LGUs ✔ ✔
A space for setting up help desk ✔
Landline/ mobile phone to be provided.
To register the complaints and grievance.
Internet access will be required in receiving complaints and
grievance via emails and to be able to update the database.
For concerns, complaints, and suggestions from PAPs, other
stakeholders, and from complainants who opted not to disclose ✔
his/her identity (anonymous) raised through letter.
Operation manual will be provided for staff. ✔
Manual on handling Grievance for LHO/LIAC/RIMC/PIAC. ✔
Inputs issue, concern, and complaint, as well as the action
✔
undertaken by the Help Desk Officers.
Stamp with “Received” mark with corresponding reference no., date
✔
of receipt and signature of the persons who received the said letter.
Store, maintain, and manage every grievance come in to the Help
✔
Desk to ensure it has been properly handled and resolved.
Grievance officer will be allowed to show map with ROW to PAFs ✔
Include the grievance redress process. This will be written in Filipino. ✔
✔
 Tentative list of resources required for GRM
Responsible Party
Steps Action Resource required Other
DOTr LGUs
Agency
Grievance Receive the text/SMS, email, official letter, phone call or Contact point (email address, phone ✔
registration personal visit from the PAPs. number, help desk)
If it is a verbal complaint in person, the PMO will write GRM officer ✔ ✔
down the complaint for the PAP and ask him/her to sign
Grievance form ✔
the complaint
Acknowledge receipt of complaint and explain the Acknowledgement receipt to provide ✔
process to the PAP including contact details where PAP?
complaint will be forwarded and who is responsible for Helpdesk operation manual ✔
acting on the complaint. GRM process leaflet? ✔
Registration system to record / log ✔
action into database
A coded reference number will be assigned through the Database ✔
central database for all complaints received that will be Numbering system of GRM ✔
easily identified and traced for follow up purposes Person in charge of GRM Database ✔
Sorting If the concern is beyond the Grievance Desk Officers’ Prior briefing to each institution. ✔
capacity to decide, forward the complaint to GRM manual ✔
LHO/LIAC/RIMC/PIAC if it is project related.
Registration system to record/ log ✔
action into database
Advise the complainant if the complaint is not project- List of contact point for other agencies ✔ ✔ ✔
related, and assist him/her by forwarding the complaint
Registration system to record / log ✔
to the appropriate agency or LGUs who could act on the
action into database
complain
Processing Follow up with the LHO/LIAC/RIMC/PIAC on their action Helpdesk operation manual ✔
on the complaint (15 working days)
Registration system to record action ✔
into database
Feedback Provide feedback to the PAP on the status of complaint - Helpdesk operation manual ✔
and the decision of the LHO/LIAC/RIMC/PIAC (15 Registration system to record action. ✔
working days). Enquire and assist PAP if choose to GRM officer ✔ ✔ ✔
elevate grievance
Maintenance Maintain a database for all complaints and the Database ✔
and corresponding actions and decisions on the complaints
Person in charge of GRM Database ✔
management received.
Audit Prepare quarterly Monitoring Reports on Grievance Monitoring form ✔
Redress with accomplishments and status of unresolved
grievance to the PIAC, and semi-annual monitoring
reports to JICA and ADB