The 8888 Citizens’ Complaint Center has the following operating standards:
A. 8888 Concerns. It is the responsibility of Call Takers (CTs) to answer all incoming calls. The Center shall primarily cater to calls for complaints, grievances, and requests addressed to government agencies, officers, and employees. However, should an emergency call be received, the Center’s IVR shall instruct the caller to dial 911.
B. Standard Information Gathering. The Call Takers (CTs) will require the basic information of the Caller. At the minimum, this information should include the following data as part of the process: (a) the name (optional), (b) address, (c) birth date and gender of the Caller, (d) the nature and facts of the complaint, and (e) the caller’s contact number and email address. However, should the complainant wish to remain anonymous, the Call Taker (CT) shall at all times respect the complainant’s preference for anonymity.
C. Confidentiality. The personal information of the Caller and anyone who is the subject of a complaint, concern or request will be kept confidential and will only be used for the purpose of addressing the complaint, concern, or request, and for any follow-through action. The Call Takers (CTs), Action Officer (AOs), Supervisory Dispatchers (SDs), and Databasers (DBs) shall ensure the protection of the confidentiality of the caller.
D. Period to Take Action. A complaint, concern, or request lodged through any of the communication channels shall be given a concrete and specific action within seventy-two (72) hours from receipt of the complaint, concern, or request by the proper government agency (GA) or instrumentality (GI), and local government unit (LGU).