There is a platform where the public can raise their complaints as well as other concerns and queries to the Department of Social Welfare and Development (DSWD) without divulging their names or salient personal details, an agency official said on Saturday (April 12).
Director Clarissa Lara Duran of the Public Relations Service (PRS) said that under the DSWD’s online grievance system called ‘Integrated Grievance Redress Management System (IGRMS),’ agency clients and the general public can anonymously file their commendations, complaints, grievance, inquiry, and request for assistance, among other concerns.
“Kapag gusto ng clients na anonymous sila, meron naman sa IGRMS, sa mismong form, merong small na checkbox doon tapos pag na-klick nila ‘yung ‘I want to file anonymously’, pwedeng ang matitira na lang yung email address na lang, saka yung contact number,” Director Duran said in an interview over Teleradyo program, ‘Serbisyong DSWD for Every Juan.
The PRS official said the client would still have to provide email address and contact number so the grievance team can still extend their feedback and update the clients on the progress of their concerns.
Director Duran stressed that this will not defeat the purpose of filing anonymously as the agency will ensure that no one else will be given access to the client’s personal information without their consent.
“We also want to assure the public that when we get the email address and the contact number, it stays within the office or the Public Relations Office,” the DSWD official pointed out.
Confidentiality is not only granted to people who opt for anonymous filing, but to everyone who will reach out to the grievance and complaint desks of the DSWD.Director Duran said this is in adherence to Republic Act (R.A.) 10173 or the Data Privacy Act of 2012, that protects the fundamental human right of privacy of communication while ensuring free flow of information to promote innovation and growth.
Apart from the IGRMS webpage, the public may lodge their concerns or queries via mobile phone at 0917-110-5686 and 0917-827-2543 for Globe users or 0919-911-6200 for Smart users.
These lines are open 7 days a week, from 8 a.m. to 4 p.m.
“Meron din sa mga kababayan natin na we still answer even snail mail or post mail. Pwede rin silang pumunta sa iba’t-ibang offices natin, meron tayong public assistance and complaints desk nationwide,” the DSWD official said.Grievances may likewise be filed in other grievance channels of the government, such as the 8888 Citizen’s Complaint Hotline, and the Civil Service Commission’s (CSC) Contact Center ng Bayan (CBB).According to Director Duran, regardless of where the clients would like to raise their concerns, the DSWD will provide a prompt and appropriate response.
The 3rd episode of ‘Serbisyong DSWD for Every Juan’ was anchored by Winnie Cordero together with Information Officer Bianca Piedad-Tamondong of the DSWD’s Traditional Media Service (TMS). The program airs every Saturday from 11 am to 12 noon at DWPM Radyo 630. (LSJ)