Mandaluyong Office
External Services

Providing Assistance on Walk-in Guests with General Concerns and Feedback

Walk-in guests who have inquiries, feedbacks or other concerns may approach and be attended by the Public Assistance and Complaints Desk (PACD). Guests may be referred to the appropriate division to ensure that their specific concerns are properly attended to.

In case of any situations that may affect regular operations, e.g. Covid-19 pandemic, CEZA may close the CEZA premises and implement a no guest/walk-in client policy. During these occasions, guests are advised to reach CEZA through e-mail, Messenger or SMS and will be replied to in the same manner.

Office or Division:	Corporate Affairs Division
Classification:	Simple
Type of Transaction:	G2C – for government services whose client is the transacting public G2B – for government services whose client is a business entity G2G – for government services whose client is a government employee or another government agency
Who may avail:	Identified Client/Customer (s)/ All Walk-in Guests
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Filled Visitor’s Information Slip (CAD- VIS-F15)	Guard-on-duty

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Surrender the filled Visitor’s Information Slip to the PACD Officer and wait for the visitor number to be called to state concern.	1.1 Welcome the visitor and follow the visitor number as basis of serving guests.	None	1 minute	Division Manager A/ Division Chief, Corporate Affairs Division
2. State Concern.	2.1.1 For simple or minor concerns, provide the reply.	None	5 minutes	Division Manager A/ Division Chief, Corporate Affairs Division
	2.1.2 For concerns that need further information or assistance, refer the guest to the concerned division.		9 minutes
	2.2. For suggestions, compliments or complaints, ask the guest to file a report through the feedback form.		30 minutes
	(The PACD Officer will coordinate with the concerned parties to make sure that all feedbacks are echoed to the management and that complaints are dealt accordingly.)		30 minutes
3. Complete and submit the duly-filled and signed Visitor’s Information Slip.	3. Collect the Visitor’s information Slip and feedback forms (CAD-FF- F14 and/or CAD- GAS-F01, CAD- IS-F03, CAD-BP- F05, CAD-PIC- F07, CAD-OLA- F09, CAD-CAP- F11), if applicable.	None	5 minutes	OIC, Corporate Affairs Division/ Public Relations Officer IV, Corporate Affairs Division
TOTAL:		None	Simple or Minor concerns: 11 minutes
			Concerns that need further information or assistance: 15 minutes
			Suggestions, Compliments or Complaints: 36 minutes