Of the figure, 707 were related to violations of the Anti-Red Tape Act (ARTA), most of which concerned slow process, failure to act on requests, unclear procedures, discourtesy, and fixing activities.
The CSC began receiving calls from the public through 8888, which is also known as the President’s Hotline, at exactly 12:01 a.m. on August 1.
The commission’s Public Assistance and Information Office (PAIO) manages the hotline that was launched following President Rodrigo Duterte’s directive to establish a 24-hour national citizens’ complaint hotline where the public could report corruption and inefficiency in government.
Calling 8888 via PLDT and Smart landline is free of charge. Smart, Talk n Text, and Sun cellular charge regular air time rates, while Globe and TM charge PHP5.00 on top of its regular air time rates.
CSC chairperson Alicia dela Rosa-Bala advises the public to use landlines and to make conversations brief and direct to the point by providing vital details such as names, the name of the government agency, and details of the complaint.
Bala said complaints will be referred to the concerned agencies for immediate action. Government agencies are expected to respond within five working days. The 8888 agents will update the complainant of the agency’s response or action on the complaint.
The first call received was from someone who was dissatisfied with a decision made by the National Bureau of Investigation (NBI) on a case she had filed. She noted that the NBI’s action was too slow and she wanted the case reopened.
Bala also advises the public to lodge only legitimate concerns and refrain from making prank calls.
Prior to the launch of Hotline 8888, the CSC has been running the Contact Center ng Bayan (CCB) since 2012.
The CCB, which currently services Hotline 8888, is a contact center facility that acts as the “sumbungan ng bayan” or the public feedback mechanism of the Philippine government anchored on the ARTA of 2007.
It earned the Philippine Quill Award in 2014 for its entry, “Contact Center ng Bayan: Ang Sumbungan ng Bayan – Communication Strategies for Customer Relations”.