QuestionsQuestions (EXECUTIVE ORDER NO. 6)
It institutionalizes the “8888 Citizens’ Complaint Hotline” and establishes the “8888 Citizens’ Complaint Center” as a government mechanism for citizens to report grievances on red tape and corruption, thereby promoting honesty, integrity, and transparency in public service.
It cites Article II, Section 27 (honesty and integrity in public service; anti-graft and corruption) and Article VII, Section 17 (the President shall ensure laws are faithfully executed).
It uses RA 9485 as the legal concept for “acts of red tape” and aligns the hotline’s objective with RA 9485’s policy to reduce red tape and expedite transactions in government through transparency measures.
AO 241 enjoined agencies to establish a public hotline to receive feedback and monitor customer satisfaction in conformity with RA 9485, and it mandated 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 8888 Citizens’ Complaint Center is placed.
The Office of the Special Assistant to the President (OSAP) is directed to coordinate with the OCS in operating the 8888 Citizens’ Complaint Center.
The Civil Service Commission (CSC) Contact Center ng Bayan (CCB) Project is specifically cited as an example of an existing mechanism that may be interconnected and integrated.
The EO covers national government agencies, GOCCs and GFIs, and other instrumentalities of the government for acts of red tape and/or corruption.
In addition to the “8888” telephone hotline, it must provide other channels such as SMS/text access, email, website/webpage, social media, and any other emerging communication medium.
It must operate 24/7 (from Mondays to Sundays excluding national holidays and work suspensions). As far as practicable, live agents shall respond to calls made through the telephone hotline facility.
The citizen’s concern received through any channel must be immediately referred (directly or indirectly) to the concerned agency for appropriate action; the complainant should be given advice or feedback on the status of the concern until resolution, as circumstances permit.
A citizen’s concern lodged through any channel shall 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 the government are enjoined to cooperate with the OCS to ensure prompt action on concerns received through the 8888 Citizens’ Complaint Center.
Initial funding requirements are determined by the Department of Budget and Management (DBM), subject to compliance with applicable laws, rules, and regulations.
Within six (6) months from effectivity, the OCS must submit a report to the President; thereafter, it must submit quarterly reports to the President through the OSAP on activities and accomplishments of the 8888 Citizens’ Complaint Center.
Failure of an agency or employee to timely respond to public concerns received through the hotline, or any violation of EO provisions, is a ground for administrative sanctions under existing laws and regulations, without prejudice to possible criminal liability.
If any provision is declared invalid or unconstitutional, the remaining provisions not affected by the invalidity remain valid and subsisting.
It takes effect upon publication in a newspaper of general circulation.