QuestionsQuestions (EXECUTIVE ORDER NO. 06)
It institutionalizes the “8888” Citizens’ Complaint Hotline as an official citizens’ complaint hotline number and establishes the corresponding 8888 Citizens’ Complaint Center with government-wide functions.
It serves as a mechanism where citizens may report complaints and grievances on acts of red tape (as defined in RA No. 9485) and/or corruption involving any national government agency, GOCC/GFI, and other government instrumentalities.
It cites Article II, Section 27 (honesty and integrity in public service; measures against graft and corruption), Article VII, Section 17 (President ensures faithful execution of laws), and also notes constitutional authority for presidential action to ensure implementation.
It specifies that the hotline covers complaints on acts of red tape as defined under RA No. 9485, and aims to promote transparency and reduce red tape.
EO No. 06 relies on AO 241 which enjoined agencies to establish public hotlines for feedback and customer satisfaction, and required interconnection with the government-wide citizen’s helpline once established.
The Office of the Cabinet Secretary (OCS) is the lead agency, under whose direction and supervision the Complaint Center operates.
OCS, in coordination with the Office of the Special Assistant to the President (OSAP), must collaborate with other government agencies for the operation of the center and possible interconnection/integration of existing public feedback mechanisms (e.g., CSC’s Contact Center ng Bayan project).
Aside from the telephone hotline “8888,” it must provide other channels such as SMS/text access, e-mail, website/webpage, and social media, including other emerging communication mediums.
It must be operational 24/7 through its channels, excluding national holidays and work suspensions as stated; and, as far as practicable, live agents shall respond to telephone calls.
The concern must be immediately referred (directly or indirectly) to the concerned agency/office/instrumentality for appropriate action. As much as practicable, the complainant must be given advice or feedback on the status until resolution.
A citizen’s concern lodged through any communication channel must have a concrete and specific action within seventy-two (72) hours from receipt by the proper government agency or instrumentality.
All national government agencies, GOCCs/GFIs, and other instrumentalities of government are enjoined to cooperate to ensure prompt action on public concerns.
Initial funding requirements are determined by the Department of Budget and Management (DBM), subject to applicable laws. Appropriations for succeeding years must be incorporated in budget proposals of OCS and other concerned agencies/offices/instrumentalities.
OCS, with assistance of OSAP and other concerned government agencies/offices/instrumentalities, must formulate and issue rules and operational guidelines for implementation.
OCS must submit, within six (6) months from effectivity, a report to the President on implementation. Thereafter, OCS must submit quarterly reports to the President through OSAP on activities and accomplishments.
Without prejudice to criminal liability, failure to timely respond or any violation of EO No. 06 may be a ground for administrative sanctions under existing laws and regulations.
It takes effect upon publication in a newspaper of general circulation.
If any provision is declared invalid or unconstitutional, the other provisions not affected remain valid and subsisting.
Yes. It repeals or modifies any existing issuances, orders, rules, and regulations, or parts inconsistent with EO No. 06.