Mandaluyong Office
External Services

Feedback And Complaint Mechanism

FEEDBACK AND COMPLAINT MECHANISM
How to send feedback	Answer the client feedback form and drop at the designated dropbox at the front desk.
How to send feedback	For inquiries and follow-ups, clients may contact telephone numbers +632 8291 6704 to 08 or thru email addresses [email protected] and [email protected] or through the Freedom of Information (FOI) Portal that is accessible at www.ceza.gov.ph
How feedbacks are processed	1) The PACD Officer opens feedback dropbox first thing the next day.
	2) For complaints, please see procedure on how to file a complaint.
	3) PACD Officer prepares monthly summary report.
	4) For compliments, PACD Officer shall forward a copy to the Human Resource Division and the A/CEO’s office for proper rewards and recognition
	5) For suggestions, PACD Officer shall forward a copy to the concerned office/personnel and the A/CEO’s office for consideration and proper action.
	For inquiries and follow-ups, clients may contact telephone numbers +632 8291 6704 to 08 or thru email addresses [email protected] and [email protected] or through the Freedom of Information (FOI) Portal that is accessible at www.ceza.gov.ph
How to file a complaint	Through any of the following:
	1) Answer the client feedback form and drop at the designated dropbox at the front desk.
	2) Phone calls
	3) Email to [email protected] or [email protected]
	4) Freedom of Information portal
	For inquiries and follow-ups, clients may contact telephone numbers +632 8291 6704 to 08 or thru email addresses [email protected] and [email protected] or through the Freedom of Information (FOI) Portal that is accessible at www.ceza.gov.ph
How complaints are processed	THROUGH FEEDBACK FORM, WALK-IN, PHONE CALLS

	1) The PACD Officer opens feedback dropbox first thing the next day. In case of walk-in, the PACD Officer provides the feedback form to the client to fill out.
	2) PACD Officer provides the initial step for resolution of the complaint by acknowledging, evaluating and giving the appropriate corrective action to the complaint (1 hour)
	3) After evaluating, the PACD Officer refers the complaint to concerned division if it needs specific action from the said division (7 hours)
	NOTE: it is assumed that the complainant will not
	leave (applicable if the complaint was given through the feedback form or through walk-in) or will keep on calling back (applicable if the complaint was given through phone calls) until he/she is satisfied with the service of the division concerned
	4) PACD Officer refers to Feedback Body the complaint after 7 hours if the action of the division is unfavorable to the complainant (21 days)
	5) PACD Officer informs the complainant of the resolution of the complaint by the Feedback Body
	5) If the complaint is unsatisfied with the result of the complaint, he/she may contact Sec. Jaime R. Escaño, Administrator and Chief Executive Officer through e-mail [email protected] (21 days)
	6) PACD is to include a summary of actions regarding all complaints to his/her monthly feedback report
	THROUGH EMAIL OR FOI PORTAL
	NOTES (applicable for email only): type the complaint as the subject, email should have the complainant’s full name, company and contact number and it should provide complete details about the scenario, person involved and date
	1) CEZA officers-in-charge of emails [email protected] and [email protected] or the FOI portal prints out complaint and forward to PACD personnel (5 minutes)
	2) Prepares response based on the stated concern. Includes request for inputs from divisions concerned (2 days)
	3) Submits official response to CEZA officers-in- charge of emails [email protected] and [email protected] or the FOI portal (5 minutes)
	4) CEZA officers-in-charge of emails [email protected] and [email protected] or the FOI portal inputs the official response given by the PACD personnel (5 minutes)
	5) Applicable for email only: Refer to feedback body after 7 hours if the action of the division is unfavorable to the complainant (21 days)
	6) Unsatisfied customers may contact Sec. Jaime R. Escaño, Administrator and Chief Executive Officer through e-mail [email protected] (21 days)
	7) PACD is to include a summary of actions regarding all complaints to his/her monthly feedback report

	For inquiries and follow-ups, clients may contact telephone numbers +632 8291 6704 to 08 or thru email addresses [email protected] and [email protected] or through the Freedom of Information (FOI) Portal that is accessible at www.ceza.gov.ph
Contact Information of Contact Center ng Bayan (CCB), Presidential Complaints Center(PCC), Anti-Red Tape Authority (Legal and Public Assistance Office (LPAO)	ARTA: [email protected] : 8478-5091/ 8478-5093/ 8478-5099 PCC: [email protected] +632-8736-8621/ 8888 CCB: [email protected] 1-6565 0908-8816565 (SMS)