The uSAPtayo website provides an online platform to enable the public to ask questions and submit their grievances on the implementation of the SAP. It is in response to common complaints and concerns of the public on the program, such as the ineligibility of other beneficiaries, violations on the distribution process, and delay in the distribution of the aid, among others.

During the SAP implementation, DSWD has been receiving queries and complaints on the program through its hotlines, social media accounts, and other channels, indicating a need for a more efficient process in handling grievances and other forms of feedback on SAP. 

With technical support from the World Bank, the Australian Embassy, and the Japan-World Bank Disaster Risk Management Program, DSWD is continuously improving its institutional service delivery mechanisms to be more responsive to the public’s needs and sentiments through the development of the uSAPtayo website.

In four easy steps, the public can transmit their grievances: one, visit usaptayo.dswd.gov.ph; two, click makipag-usap; three, fill out the information and upload supporting documents or proof; and four, click submit.

The uSAPtayo website is accessible 24/7. Any grievance received either through online registration or call center is encoded in the portal and a unique reference number is generated which can be used to follow up and track the progress of the filed complaints.

Grievance officers process each and every grievance received through the portal for speedy disposal within three (3) days except for complex grievances which may have to be referred to other concerned Offices or authorities.

uSAPtayo is an initiative of the DSWD to improve grievance handling and resolution. All personal information received will be used solely to address and resolve the SAP issues or grievances.

For more information about uSAPtayo, the public may visit DSWD Field Offices or send an email to sapgrievances@dswd.gov.ph or usaptayo@dswd.gov.ph. 

Aside from the uSAPtayo website, the public can also ask questions and provide feedback through DSWD’s hotlines: 0947-482-2864, 0916-247-1194, and 0932-933-3251. The public may also send text messages to 0918-912-2813 or visit DSWD’s Facebook and Twitter accounts, @dswdserves.

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