REPUBLIC OF THE PHILIPPINES

PHILIPPINE STATISTICS AUTHORITY

NATIONAL CAPITAL REGION IV (CALOOCAN, MALABON, NAVOTAS, VALENZUELA)

Guidelines in Handling of Complaints

Guidelines:

The following procedures shall be followed in all complaints received in the

Provincial office which includes 8888 citizen’s concerns/issues lodged through
Contact Center ng Bayan(CCB), Presidential Complaint Center (PCC), complaints
received through emails and feedback:

1. Receipt of 8888 Citizen’s Complaints

All 8888 Citizens Complaints must be properly logged with the date and time of
actual receipt. It shall be referred/forwarded immediately to the concerned focal
person through official email and/or forwarded through a printed copy of the
complaint to be acknowledged on the copy of the complaint and in the logbook.

a. Complaints received until 5:00 P.M shall be forwarded immediately.

b. Complaints received after 5:00 P.M may be forwarded to the concerned
focal person within the same day or the following day but not later than 8:30
A.M
c. Complaints received during Saturdays, Sundays, and Holidays may be
forwarded to the concerned focal person within the same day or the
following working days but not later than 8:30 A.M

2. Action on 8888 Citizens Complaints, complaints received through emails and

feedback

Upon receipt of the complaints, the concerned focal person shall immediately
act on it and reply within 72 hours as prescribed in Section 5 of E.O No. 6.

a All replies must be timely and sent directly by email/mail or by phone call to
the complainant/parties concerned, copy furnished to the following:

The office of origin of the 8888 Citizens Complaints:

PCC:complaint8888@malacanang.gov.ph
CCB: complaints@8888.gov.ph
PSA8888: psa@8888.gov.ph

4/F Grandz Commercial Center Bldg., 1798 Mac Arthur

Highway Cor. Calle 4, Barangay 81, Caloocan City
Telephone: 367-3831 Telefax:367-3742
 b For anonymous complaints, the reply must be made directly to the office of
origin of 8888 Citizens Complaint

The office of origin of the 8888 Citizens Complaints:

PCC:complaint8888@malacanang.gov.ph
CCB: complaints@8888.gov.ph
PSA8888: psa@8888.gov.ph

The assigned Monitoring Personnel shall monitor the timely compliance of the
concerned focal person to ensure that replies are forwarded to the concerned
complainant copy furnished to the office of origin

3. Complaints, concerns, and issues received by the concerned focal person

As time is of the essence in acting on all 8888 complaints, the concerned

focal person must immediately act on the same day and reply directly to the
complainant/parties concerned, copy furnished the offices mentioned in item
2. a or 2. b

4. Keeping of Records

The receiving personnel create and maintain accurate and reasonably

complete records of important information in appropriate formats, and
implement a records management system that facilitates easy identification,
retrieval, and monitoring of all complaints received in the Provincial Office.

Prepared by:

JENNELYN T. SANTOS
Statistical Specialist II

4/F Grandz Commercial Center Bldg., 1798 Mac Arthur

Highway Cor. Calle 4, Barangay 81, Caloocan City
Telephone: 367-3831 Telefax:367-3742