The Davao City government may be contacted by the transacting public through telephone number (082) 225-0180 to seek redress of grievances or complain on the quality of frontline services it experiences while dealing with personnel of the local government. This system of redress or feedback mechanism is in compliance with Republic Act 9485, otherwise known as the Anti-Red Tape Law of 2007.
Human Resource Development Division chief Isaac “Bobit” L. Nacilla said the city is assigning at least two employees to the public assistance and complaints desk counter located at the main entrances of the City Hall and Sangguniang Panlungsod buildings to answer the calls and assist clients on their complaints, requests for assistance, recommendations or suggestions as well as commendations.
”As provided in the Citizens’s Charter, that should you find our service delivery unsatisfactory or falls short of the standards, we encourage you to bring this matter immediately to our attention. You can talk to the public assistance and complaints desk counter-in-charge as this will be acted upon immediately,” Nacilla said.
The city has already come up with a Citizen’s Charter Manual which provides specifically the transaction events that should be followed by the frontliners in dealing with clients. The manual provides for activities per office, duration of the activities under normal circumstances, person(s) responsible, the fees and forms required.
“This is one of the offshoots of our initiatives towards eradicating red-tape in the workplace because the frontliners come in direct contact with the clients. The implementation of the Anti-Red Tape Law is also in line with the thrusts of Mayor Sara Duterte to strengthen our frontline services,” Nacilla said.
Section 5 of the implementing rules and regulations (IRR) of R.A. 9485 reads: “The office or agency shall institute hotline numbers, short message service (SMS), information communication technology or other mechanisms by which the clients may adequately express their complaints, comments, or suggestions. [CIO/Roldan G. Gorgonio]
