ABOUT THE OFFICE
This desk serves as a channel to entertain and/or address the public’s inquiries, concerns and grievance with the objectives to provide accurate information, proper guidance and assistance, prompt coordination and appropriate solution.
1. CITY GOVERNMENT SERVICE INQUIRIES
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Office or Division: |
City Customer Service & Complaint Desk |
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Classification: |
Simple |
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Type of Transaction: |
Government to Citizen (G2C); Government to Business (G2B); and Government to Government (G2G). |
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Who may avail: |
All |
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CHECKLIST OF REQUIREMENTS |
WHERE TO SECURE |
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No requirement needed |
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CLIENT STEPS |
AGENCY ACTION |
FEES TO BE PAID |
PROCESSING TIME |
PERSON RESPONSIBLE |
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1. Inquiries may be received through phone-in, walk-in and/ or written manner.
2. Needed general information will be given immediately. (Information which may require more time to verify will be given ASAP.) |
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This service is FREE of charge |
30 seconds |
Leo Urmeneta |
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TOTAL |
None |
30 seconds |
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2. COMPLAINTS HANDLING
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Office or Division: |
City Customer Service & Complaint Desk |
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Classification: |
Simple |
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Type of Transaction: |
Government to Citizen (G2C); Government to Business (G2B); and Government to Government (G2G). |
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Who may avail: |
All |
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CHECKLIST OF REQUIREMENTS |
WHERE TO SECURE |
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Letter of Complaint |
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CLIENT STEPS |
AGENCY ACTION |
FEES TO BE PAID |
PROCESSING TIME |
PERSON RESPONSIBLE |
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1. Complaints may be received through phone-in, walk-in and/ or written manner.
2. Preliminary table discussion for data gathering / fact finding, if necessary.
3. For simple cases, the desk may suggest solutions to address the complaints.
4. For complex cases, parties involved will be referred / forwarded to the central complaints handling body of the LGU, the HRMD, for proper investigation and appropriate action. |
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This service is FREE of charge |
Time may vary depending on the nature of the complaint. Simple cases may take less than 30 minutes. Complex cases will depend on the cooperation of the parties involved and other related legal parameters, if applicable. |
Leo Urmeneta; Vibsy Castillo |
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TOTAL |
None |
less than 30 minutes |
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FEEDBACK AND COMPLAINTS MECHANISM |
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How to send feedback |
Suggestion Box Tel. No. (02) 8534-8970 (02) 8532-5001 connecting to all Departments |
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How feedbacks are processed |
Send to the Receiving Officer and forwarded to the City Administrator MR. ERNESTO E. VICTORINO |
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How to file a complaint |
Write a letter of complaint letter address to: MR. ERNESTO E. VICTORINO Head, City Customer Service & Complaint Desk |
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How complaints are processed |
Complaint letters are forwarded to the head of office for immediate action. |
