Grievance Redress Mechanism

Respondents’ knowledge of process of registering complaints in the programme

The respondents’ level awareness of the process of registering complaints encountered in the course of the programme is stated below:

21,598 respondents, representing 50.05% of total sample, reported registering complaints with the community facilitator as the right procedure while 14.83% claimed not to be aware of the procedure to follow in the event of having a complaint. The confidence intervals indicate that the proportion of total programme beneficiaries who lack knowledge of the procedures of registering complaints fall within 14.49% and 15.16%.

  • 27.90% highlighted their community leader as the person to report complaints to.
  • 4.54% identified calling the NCTO line as the procedure
  • 1.26% noted the filling of the grievance register

Respondent’s complaints

Probing the respondents to find out if they had any complaint about the programme, 1841 persons, representing 4.27% of the aggregate respondents, acknowledged having a complaint. The confidence interval estimate indicates that 4.08% and 4.46% of the total NCTP beneficiaries were likely to have a complaint. The majority of respondents, specifically 40,402, representing 93.63%, reported not having any complaint as at the time of the monitoring exercise.  Stated below are some of the main complaints made:

  • Request for increment of the money: About 12.33% (i.e. 222 respondents) complained that the amount given, i.e. N10,000, was grossly inadequate. This complaint was prevalent in the North-Central (20.94%), South-South (54.17%) and South-West (26.05%).  A male respondent in Ado LGA in Ekiti State in South-West pleaded, “The money is too small [and] pleading for increment”.  Another female beneficiary in Nasarawa LGA of Nasarawa State in the North Eentral geo-political zone pleaded, “We need federal government to increase the money”; another female respondent in Calabar south LGA of Cross River State in the South-South geo-political zone noted thus, “I want the government to please increase this our money so that we can buy more farm tools”.
  • Deductions by programme officials and family: Close to a tenth of the respondents (1121 or 53%) complained of deductions by programme officials, family members and cooperatives. This incidence was found to occur more in the North-Central (24.36%) and North-West (19.35%) geo-political zones and least in the South-South (2.50%) and South-West (1.40%) geo-political zones. A female beneficiary residing at Abaji in the Federal Capital Territory in the North-Central zone asserted thus, “Money not always complete sometimes 9500, 8000 etc.”.  A female beneficiary in Rimi, Katsina State in the North-West zone noted, “They should stop removing 2000 from our money”.
  • ID card related challenges: Other complaints border on ID card issues (3.15%) For example, concerning this challenge, a woman from Bebeji, Kano State, opined: “They refused to pay us because we don’t have the new card”.
  • Delayed, irregular or late payments: This accounted for 1.68% of complaints.  An instance of this complaint was made by a female beneficiary in Ibadan, North West LGA, Oyo State in the South West geo-political zone when stating, “I was not paid two times this year’’
  • Tedious payment process: Some beneficiaries complained of the tedious process associated with the collection of the money.. Examples of this include queues and poor sitting (1.63%) and long distance to pay point (1.52%). These incidence were prevalent in the South West geopolitical zone.  A female beneficiary in Ado LGA in Ekiti State noted thus, “The point for collection of the money is so stressful.”  Also, a female respondent in Ido LGA in Oyo State noted, “(we) spend too much time before being attended to”.   
  • Distance to payment point:  With respect to challenges with the distance to the payment point, a female beneficiary from Yakurr LGA in Cross River State, in the South-South geo-political zone responded, “the transport we spend on going to collect our money is much. I suggest we should be paid in our account”, whilst another in Ado LGA, Ekiti State in the south West noted, “Venue for collecting money is too far for the elderly”.
  • Poor Feedback on registered complaints:

Proportion of respondents who had registered a complaint

The survey questioned the complainants if they registered their complaints with the appropriate authorities.

fig 7

Less than half, i.e.798 persons, representing 43.35% of the total complainants, affirmed they had, while 697 persons or 37.86% did not.

Feedback on registered complaints

  • The results of the feedback received by the 798 persons that registered complaints suggests a poor feedback mechanism in the NCTPMajority of respondents who registered complaints did not get their complaints resolved (77.95%) and  about 65% of the respondents did not get any feedback for their registered complaint.  Furthermore:
  • 29 persons (3.63%) had their complaint solved and received feedback
  • 92 persons (11.53%) had the complaint solved but received no feedback
  • 188 persons (23.56%) did not have their complaint successfully addressed but received feedback

434 persons (54.39%) did not have their complaint addressed nor received feedback.