In order to ensure effective and efficient delivery of the programme, the programme has a GRM structure set to address and resolve incidents of dissatisfaction and complaints that may arise during implementation in the field.
The GRM structure is established to receive complaints from both beneficiaries and non-beneficiaries on issues such as poor services, lack of/or inadequate information on programme activities, payment-related issues, staff misconduct (including bribery and corruption related behaviours, intimidation, sexual harassment) and on the overall implementation of the programme.
The GRM will ensure that all registered grievances are expeditiously handled and resolved within the specified time frame of 21 days, with the ultimate aim of achieving optimal service delivery by the implementing personnel.
The Grievance Redress Mechanism is structured to enable complaints to be made through:
The NCTO look forward to having beneficiaries and non-beneficiaries utilize the GRM structure effectively, to enhance and ensure better service delivery, a seamless cash transfer programme and the desired impact in addressing the challenges of poverty in many of our communities.
