Gender Ministry resolves 70% of complaints received through citizens’ engagement service

The Ministry of Gender, Children and Social Protection in Ghana has announced that it has resolved 70% of the complaints handled through its Single Window Citizens’ Engagement Service (SWCES). In a statement, Minister Dr Agnes Naa Momo Lartey disclosed that the service received a total of 520 grievances, of which 364 were successfully resolved.

The Minister explained that the SWCES was established to provide a direct avenue for citizens to voice their concerns and seek assistance when government services fall short of their expectations.

Apart from resolving complaints, the Ministry has also taken its social protection initiatives directly to communities across various regions, including Big Ada, Ada Foah, Nungua Zongo, Tema, Teshie, Osu, Chorkor, Nanton, Bolgatanga East, and Builsa North. Dr Lartey highlighted that these dialogues, which typically drew an average of around 300 participants per session, served multiple purposes.

They were employed to register and renew National Health Insurance Scheme (NHIS) coverage for eligible vulnerable residents, address misconceptions surrounding the LEAP (Livelihood Empowerment Against Poverty) and NHIS programs, and facilitate discussions on critical issues such as gender-based violence, child abuse, substance abuse, and human trafficking.

The Minister emphasized the importance of maintaining open grievance and support lines, including the toll-free number 0800 800 800/ 0800 0900 0900, which is network-free. She urged all Ghanaians to be aware of this service and make use of it whenever necessary. Dr Lartey stressed that keeping these communication channels open is vital for ensuring that social protection measures remain responsive to the needs of citizens.