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Handling of 8888 Complaints and Grievances (Group: Program wide / Division wide)

In line with Executive Order No. 06., Series of 2016, “Institutionalizing the 8888 Citizens’ Complaint Hotline and Establishing the 8888 Citizens’ Complaint Center,’’. Hence, The Agency Operation Center will ensure action on concerns, complaints and requests for assistance referred to the Department of Social Welfare and Development through the 8888 Citizens’ Complaint Hotline in compliance with the 72 – Hour directive of the President.

 

Office or Division:

Agency Operation Center – 8888 Action Center

Classification:

Simple

Type of Transaction:

Government – to – Citizens (G2C); Government – to – Government (G2G) 

Who may avail:

Person who has concerns and complaints to the Department of Social Welfare and Development received thru 8888 Citizen’s Complaint Hotline. 

CHECKLIST OF REQUIREMENTS

WHERE TO SECURE

To process 8888 Citizen’s Complaint Hotline Concerns; 

  1. Referral Letter / Reference number from 8888 Citizen’s Complaint Center; 
  2. Client’s Information if any (Name, Address, Telephone number, E-mail Address); 
  3. Complete details of concern. 

Agency Operation Center – 8888 Action Center  

CLIENT STEPS

AGENCY ACTIONS

FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. 8888 Citizen’s Complaint Hotline refer / send the referral letter to DSWD through the 8888 web system.

1. Receive, assess, record, and endorse the ticket to the concerned OBSU, FOs and AA. 

None

20 Minutes

Technical Staff (AOC – 8888 Action Center) 

2. Hotline 8888 client to receive response / action on the concern.

2.1 Designated OBSU, FOs and AA receive, review and send ticket requests to their designated Division/Unit for action. 


2.2 The Division / Unit act on the concern of the client. 


2.3 The concerned office to provide a signed official document / proof of action on the ticket request to AOC – DSWD 8888 Action Center.  

None

71 Hours, 10 Minutes

Technical Staff Designated Division / Unit in DSWD (OBSU/FO/AA)

3. 8888 Citizen’s Complaint Center to receive response / update / feedback. 

3.1 DSWD AOC receive, review and acknowledge the signed official document of responses. 


3.2 For not concrete and specific response – return the letter to the concerned office and inform them to act on the concern. 


3.3 For concrete and specific response – request the closure of the ticket to Hotline 8888 Administrator.

None

25 Minutes

Technical Staff (AOC – 8888 Action Center)

 

4. Update the database and mark it as closed.  

None

5 Minutes

Technical Staff (AOC – 8888 Action Center)

TOTAL 

None

72 Hours 

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