TOOL T-20 | Register & Tracker | Module 6: Grievance Redress System

Grievance Register

WHEN TO USE Active from pre-development through operations; an entry is created every time a concern is received.

How to Use It

1. Create a register in a format accessible to all who receive concerns: a shared spreadsheet, paper logbook, or simple digital form.

2. Every time a concern is received, in any form or through any channel, create an entry within 24 hours.

3. For each entry, record: date received, who received it, channel, person raising the concern, description in their own words, category (Routine/Urgent/Sensitive), assigned response lead, expected response date.

4. Update the entry as the concern progresses: response actions taken, dates, and outcomes.

5. Close the entry only after the Feedback Closure Protocol has been completed, confirmed receipt by the person who raised the concern.

6. Review the register monthly for patterns: recurring concerns, slow response times, categories accumulating without resolution.

7. Retain the register for at least five years after project operations begin.

Purpose

The central log of all concerns raised (formal and informal) with tracking of status, responsible actor, response, and closure. The Grievance Register is the accountability backbone of the GRM: without it, concerns cannot be verified, patterns cannot be analyzed, and the system cannot demonstrate that it functions.

Field Rationale

Across all four sites, the absence of a complete Grievance Register was the most consistent GRM gap. Concerns were received verbally but not logged. Informal relays through barangay officials were not recorded. By the time disputes escalated, there was no documented record of prior engagement.