| FEEDBACK AND COMPLAINTS MECHANISM | |
| How to send feedback |
Answer the Client Feedback Form and drop it at the designated drop boxes located in the Boncodin Hall lobby or the designated receiving area of the concerned office. Feedback may also be sent through feedback form link of the concerned office.
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| How feedbacks are processed |
Every Friday, the Administrative Officer V or designated personnel of each office opens the drop box, compiles and records all feedback. Feedback requiring answers are forwarded to the concerned offices or personnel who shall respond within five (5) working days upon receipt of the feedback. The feedback shall be communicated to the agency or citizen concerned. |
| How to file a complaint |
Send your complaints to
Media Affairs and Community Relations Office (MACRO)
Department of Budget and Management
Boncodin Hall, Gen. Solano St., San Miguel, Malacañang, Manila 1005
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| How complaints are processed |
The MACRO as the Department’s Complaints Repository (ComRep), shall screen the query/complaint received by email (soft copy) or via courier (hard copy) to determine if the same is within DBM jurisdiction, mandate and/or authority.
Complaints which can be acted upon by the Department shall be forwarded by the ComRep to the B/S/O/s concerned (in hard/soft copies) who shall respond within 72 hours upon receipt of the complaint. The feedback/explanation shall be communicated to the agency or citizen concerned.
If the complaint cannot be resolved within the 72-hour period, a response shall be made indicating the action/s to be taken and corresponding timeline/s. The same shall be forwarded to the ComRep for closure of the query/complaint in the database.
Queries/complaints directly sent to and received by the B/S/Os shall be acknowledged by the B/S/O concerned, cc: ComRep (i.e., if within their jurisdiction), and shall thereafter follow the same process and timeline as discussed above.
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| Contact Information of CCB, PCC, ARTA |
ARTA:
: (02) 8478-5093
PCC: 8888
CCB: 0908-881-6565 (SMS)
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