CO-FO
Central Office
Offices
Philsys Registry Office
Services
Fraud Management and Client Management Service
Unit Division
Feedback and Grievance Division
Internal/External
External
Service Specifications
Responding to Category 2 and Category 3 (Complex) Feedback
This service provides the process in which all feedback and complaints assessed as Category 2 and 3 that require action are forwarded to concerned offices for resolution. Category 2 complaints are grievances on non-compliance with PhilSys processes and protocols. Category 3 are contentious complaints on non-conformance to the PhilSys Act and other governing laws.
| Office or Division: | Feedback and Grievance Division | |
| Classification: | Simple | |
| Type of Transaction: | G2C - Government to Citizen | |
| Who may avail: | General Public | |
| CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |
1. Query, complaint, and/or feedback that are identified as non-compliant to PhilSys processes and non-conforming to the program’s objectives 2. Feedback and Grievance Escalation (FGE) Form | 1. Email: 2. Facebook page: 3. Hotline:1388 4. PSA Field Offices 5. Other Government Complaints Desk (PCC, CCB, 8888, ARTA, etc.) | |
| CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
| 1. Send details of the complaint through the official channels, PSA Field Offices, and other government complaints desks. | 1.1. Receive complaint from the official channels, PSA Field Offices, and other government complaints desks and request additional details if necessary. | None | 5 minutes | Public Relations Officer I |
| None | 1.2. Record details in the monitoring log and accomplish the FGE Form to include details of the complaint. | None | 1 hour | Public Relations Officers II and III |
| None | 1.3. Review, approve, and endorse the filled-out FGE Form to the subject matter divisions (SMDs). | None | 1 hour | Public Relations Officers III and IV, Officer-in-Charge, Assistant National Statistician |
| None | 1.4. Provide resolution to address/act on the escalated complaint and respond to the FGE Form. | None | 20 days | Subject Matter Division |
| 2. Receive notification that the complaint has been escalated for resolution. | 2.1. Send notification to the client that the complaint has been escalated for resolution. | None | 5 minutes | Public Relations Officer II |
| 2.2. Send a follow-up email to SMDs, if necessary. | None | 10 minutes | Public Relations Officer III | |
| 2.3. Receive a response from SMDs. | None | 10 minutes | Public Relations Officer III | |
| 2.4. Draft response to the client based on the reply of SMDs. | None | 1 hour | Public Relations Officers II and III | |
| 2.5. Approve and send a response to the client, copy furnished SMD. | None | 1 hour | Public Relations Officers III and IV, Officer-in-Charge | |
| 3. Receive response. | 3.1. Record details in the monitoring log. | None | 10 minutes | Public Relations Officer I |
| TOTAL: | None | 20 days, 4 hours, and 40 minutes | ||
| Attachment | Size |
|---|---|
 Responding to Category 2 and Category 3 (Complex) Feedback |
289.61 KB |