FEEDBACK, SUGGESTION and

COMPLAINT MECHANISM
1 FUNCTIONS AND OBJECTIVES
This feedback, suggestion and complaint mechanism is formed to:
1. Process and review feedback of the stakeholders that may affect existing policies or procedures
to ensure responsive, effective and efficient services offered by the school based on pre-defined
cycles of this mechanism
2. Evaluate suggestions of stakeholders, and recommend course of action, response, and possible
modifications on existing procedures or policies affected by the given suggestion
3. Attempt to resolve issues, concerns or complaints raised by the stakeholders through a
consensual process acting as problem solving body or pre-emptive dispute resolution function
4. Hear and resolve complaints and challenges on the decision made through this mechanism
especially on issues of maladministration
5. Regularly evaluate and report to the stakeholders instances non-conformities in the procedures
or policies, their status and follow up on corrective measures being carried out by personnel
involved
6. Review and improve this mechanism as necessary

2 GUIDING PRINCIPLE
The school is firmly believes in feedback, suggestion and complaints loop. Rather than ranting on
social media sites which may get results much farther that it should be, ruining reputation and
personalities, risking misunderstanding and bloating the stakes to improper proportions, FSCM should
be a direct, efficient, effective, reliable, and prompt in responding to the challenges in improving the
quality of services offered by the school.

Section 8 paragraph g of the Republic Act 9485 (Anti-Red Tape Act of 2007) states that “each office
or agency shall establish a public assistance/complaints desk in all their offices. It is further enforce by
the Administrative Order 241 of Malacañang Palace in October 8, 2008 that states “all agencies shall
develop a scheme within its office to ensure that the public assistance desk/complaints desk shall be
attended to at all times and the hotline number/s shall be accessible to the public.”

Issues, concerns and complaints raised through this mechanism links to school leadership of the
School Based Management system, thus must be addressed with proper evidences and systematic and
transparent procedures as guided by the TEA governance.

Full implementation of the approved recommendations or course of action shall close the full circle
of this mechanism, unless challenged by another concern or issues within allowable time frame.
All complaints shall be logged and must be kept perpetually.
 3 ORGANIZATIONAL CHART
YOLANDA L. SAMBAJON
Principal IV
Chairperson
Feedback, Suggestions,
Comlaints Mechanism

NAME HERE
Executive Secretary, FSCM

NAME HERE NAME HERE NAME HERE NAME HERE

Member, Faculty President Member, PTA President Member, SSG President FSCM Focal Person

HELP DESK Personnel

4 FLOW DIAGRAM OF COMPLAINTS

Below is the flow of Feedback, Suggestion and Complaints mechanism

Start

Forms of Complaints:
Verbal, Written, Email, Phone, Text

Person in charge, confirms details

of the complaints/feedback

Registration of
complaints/feedback A

Yes Hearing
Concerned persons are informed of No Result/outcome is communicated to
Necessa
hearing schedule concerned persons by the person in charge
ry?

Person in charge will explain the Respondent / Complainant files

outcome, why there will be case reconsideration

A
 HAVE WE GIVEN YOU GOOD SERVICE?
Feedback, Suggestions and Complaints Form

To help improve the quality of services of the school, let us know how well we are doing them.
You may also send feedback at starscitech2011@yahoo.com or call at (049) 534-4618
Anonymity is guaranteed should you require us not to disclose your information
Please allow to process and give updates on your feedback/complaints/suggestion in two (2) weeks
from the date of filing.

Date Filed:  
mm/dd/yyyy
Please tick (/) whichever applies:
  Feedback   Suggestion   Complaints
Name:           Contact#:      
                   
Address           Email:      
                   
Name of Area / Staff responsible:              
   
                   
Date of the Issue (if it is a complaint mm/dd/yyyy):
Details of Issue(s)
(you may attach other documents)  
   
   
   
   
   
   
   
   
                   
Outcome(s) that you seek:              
   
   
   
   
   
Have you previously contacted us regarding this matter?  
If yes please provide us with details:  
   
   
                   
Signature: _____Do not disclose my identity

Reference Number: