Feedback and Complaints Mechanism
How to send your feedback	Accomplish the Client Satisfaction Survey form after receiving your requested service from our action officers; or For other concerns, you may send an email at paccrecords@gmail.com, call telephone number (02) 8925-0343.
How feedbacks are processed	Feedback on our services are immediately attended to by the concerned action officer. Other feedback and concerns are endorsed by the Public Assistance and Complaints Center (PACC) to the appropriate office. Upon receiving the reply from the concerned office/personnel, the client will be informed via email/phone call/letter.
How to file a complaint	For walk-ins at the Central Office: Accomplish the Client’s Complaint Form available at the DILG Helpdesk at the Ground Floor, DILG-NAPOLCOM Center, EDSA cor. Quezon Avenue, West Triangle, Quezon City (Central Office). For walk-ins at the Regional, Provincial, and Field Offices: Approach the Desk Officer of the Day and accomplish the Client’s Complaint Form. Online: Send an email to paccrecords@gmail.com and provide the following details: Name (optional) and contact number of the complainant Narrative/details of the complaint Name of the office/LGU and/or official being complained
How complaints are processed	All complaints received will be reviewed by the PACC or the Desk Officer of the Day and endorsed to the concerned office for a reply or an appropriate action. The PACC or the DILG Regional Office will provide feedback to the complainant via email/letter.
Contact Information of ARTA, PCC, and CCB	Anti-Red Tape Authority PLDT: 1-ARTA (12782); (02) 8246-7940 SMART: 0920-925-3078; 0998-856-8338 www.arta.gov.ph; complaints@arta.gov.ph Presidential Complaint Center (PCC) pcc@malacanang.gov.ph Hotline 8888 or 82498310 loc. 8175 or 8182 Tel. Nos. 8736–8645, 8736–8603, 8736–8606, 8736–8629, 8736–8621 Contact Center ng Bayan (CCB) email@contactcenterngbayan.gov.ph 0908–881–6565

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Department of the Interior and Local Government

Citizen's Charter

External and Internal Services

Provision of Public Assistance and Handling of Complaints

This service provides appropriate assistance to the clients who lodged complaints/requests before the Public Assistance and Complaint Center of the Department, through referral and endorsement system.

Office or Division	Public Affairs and Communication Service (PACS); DILG Regional Offices
Classification	Complex Transaction
Type of Transaction	G2C - Government to Citizen; G2G - Government to Government
Who May Avail	All, National Government Agencies (NGAs)

CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Standard Requirements
1. Request/Complaint Letter (1) Original Copy	Applicant / Client
2. Copy of Supporting Documents (if any) (1) Photo Copy	Applicant / Client
Remarks: Send request/complaint letter through email at paccrecords@gmail.com
A.1. Request/Complaint Letter via Email (1) Electronic Copy	Applicant / Client
Submission through E-mail (Send the requirements to paccrecords@gmail.com)
B.1. Copy of Supporting Documents (if any) (1) Electronic Copy	Applicant / Client

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. File a complaint at the DILG Public Assistance and Complaints Desk (PACD) and accomplish the necessary form/s.	1.1. Receive the query, complaint, or request for assistance; interview the client or assess submitted/sent documents, e-mails, or letter-requests; and forward to the Division Chief for evaluation and determination of jurisdiction if substantial information is indicated.	None	30 minute/s	Action Officer, PACS - Public Assistance Section
2. Wait for the advice or instructions from the Action Officer regarding the complaint.	2.1. Evaluate the nature of the complaint/request and inform the client about the procedure/process.	None	3 working day/s	Action Officer, PACS - Public Assistance Section
	2.2. Draft an endorsement, letter-reply, or letter-referral.	None	1 working day/s	Action Officer, PACS - Public Assistance Section
	2.3. Forward the draft endorsement, letter-reply, or letter-referral for review.	None	1 working day/s	Division Chief, PACS - Public Relations Division
	2.4. Sign the endorsement, letter-reply, letter-referral, or routing slip, or provide further instructions, if any.	None	1 hour/s	Director, PACS
	2.5. Release the signed endorsement or letter-reply. Note: For clients who wish to hand-carry the endorsement, provide a signed endorsement contained in a sealed envelope.	None	15 minute/s	Action Officer, PACS - Public Assistance Section
3. Accomplish the Client Satisfaction Survey (CSS) Form at the DILG PACD.	3.1. Administer the CSS to clients who directly or personally lodged their complaints, either face-to-face or through online modes.	None	15 minute/s	Action Officer, PACS - Public Assistance Section
TOTAL		None	Working Days: 5 working day/s, 2 hour/s

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