File plaints vs ineffective government agencies

CEBU, Philippines - The transacting public is urged to report or file complaints against government agencies that do not extend to them proper service.

Prolaine Daclan, chief personnel specialist on Public Assistance and Liaison Division of the Civil Service Commission-7, assures that their office will act on complaints and grievances of the public as a way also to help government agencies improve the delivery of services.

"We are encouraging the public to report rather magyawyaw ra sila about the inefficiency of the government, slow ang process and etc. Please direct your concerns to a proper agency or authority so that your concerns will be properly addressed," she said.

She explained though that the veracity of all reports received will still be validated.

“Will check, for instance, if the dissatisfaction is subjective or not and what’s the basis. Is there enough proof to back the complaints, among others,” she said.

However, once proven that the government agency is non-compliant in providing services, CSC may file charges against the concerned agency.

 “…we can’t pinpoint penalty without defining the violation,” she said. 

Government agencies are likewise directed to strengthen their feedback mechanisms to address concerns at their level, Daclan added.

As of June, Daclan said they have received about 150 reports, including complaints on non-compliance and dissatisfaction, assistance and commendations.

 She said the figure has tripled compared to last year’s total recorded reports of 50.

 Daclan added that the increase is attributed to their active interaction with the transacting public with their intensified feedback mechanism which is coined as the Contact Center ng Bayan.

 CCB is a feedback mechanism designated as the government’s main helpdesk where citizens can request for information and assistance on government frontline service procedures, and report commendations, appreciation, complaints, and feedback.

 CCB is anchored on the Anti-Red Tape Act (ARTA) of 2007, a law which aims to improve public service delivery.

It also serves as a centralized contact point where all communications from the public may be routed, logged, responded to, and ultimately distributed to the different government agencies for proper handling and resolution, and follow through if necessary.

 The public can access the CCB by dialing 1-6565 using PLDT and Digitel landlines nationwide. Five pesos plus VAT will be charged per call. Also, at (02)932-0111 (hotline), 0917-8398272 (mobile) and feedback@ webmail.csc.gov.ph,

 CCB agents will attend to clients’ concerns from Monday to Friday, from 8 a.m. to 5 p.m. —(FREEMAN)