Department Order No. IEU-075 was just released by the Department of Information and Communications Technology (DICT) to set up a help desk to deal with complaints from the public.
It will be led by director Chad Marcin Moscoso and is now called the Consumer Complaint Center (CCC) by DICT.
The DICT first suggested making a body to look out for and protect digital consumers in 2018. The goal is to help people and businesses solve problems with telecommunication services.
Now that the CCC is accurate, the DICT can use a dedicated hotline to take complaints and put them together. The platform will also help them respond to each complaint and find a way to fix it.
Concerns from customers will be gathered from both inside and outside the company. There is the Office of the Secretary (OSEC), the Presidential Complaint Center (PCC), the Information and Strategic Communications Division (ISCD), and the Contact Center ng Bayan (CCB).
Once the CCC gets the concern, it will look at it and pass it on to the right agency or organizational unit. They will then take care of the staff work and send a response back to the CCC. The CCC will send the response back to the person who filed the complaint.
Under Republic Act No. 11032, or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, the CCC must strictly follow the “3-7-20” processing time when coming up with a solution. The goal of cutting down on government paperwork is to make the process faster and easier to understand.NS
