In order to ensure effective and efficient delivery of the programme, the programme has a GRM structure set to address and escalate 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 behaviors, 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 GRM is structured to enable complaints to be made through:

• Beneficiary representatives
• Grievance Redress Officers at the Local Government level
• States GRM desk offices
• Call Hotlines: 08138021083, 07011312860

The NCTO looks 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.