The Department of Information and Communications Technology (DICT) recently issued Department Order No. IEU-075 to create a help desk that will help address public complaints.

DICT officially named it the Consumer Complaint Center (CCC) and will be headed by director Chad Marcin Moscoso.

The DICT has initially proposed the creation of a digital consumer welfare and protection body back in 2018. The goal is to help address public and consumer concerns regarding telecommunication services.

Now that the CCC has been formally created, the DICT gains the ability to accept and consolidate complaints via a dedicated hotline. The platform will also help them acknowledge and create a resolution for each complaint.

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Consumer concerns will be collected from both internal and external sources. There’s the Office of the Secretary (OSEC), Central Receiving and Releasing Unit, Information and Strategic Communications Division (ISCD), Presidential Complaint Center (PCC), and the Contact Center ng Bayan (CCB).

Once received, the CCC will evaluate the concern and endorse it to the right agency or organizational unit. They will then handle the staff work then return a response to the CCC, who will then communicate it back to the complainant.

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The CCC has to strictly adhere to the “3-7-20” processing time when finding a resolution in pursuant to the Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery act of 2018. The goal is to make the procedure faster and more simplified by reducing red tape during government transactions.

Source: DICT



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