Create the 8888 Citizens’ Complaint Center
- An 8888 Citizens’ Complaint Center is established as a government mechanism for citizens to report complaints and grievances.
- Citizens may report complaints and grievances on acts of red tape, as defined under Republic Act No. 9485, and/or corruption.
- The Center accepts reports involving any national government agency, government-owned or -controlled corporations (GOCCs) / government financial institutions (GFIs), and other instrumentalities of the government.
Assign Office of the Cabinet Secretary oversight
- The 8888 Citizens’ Complaint Center shall be under the direction and supervision of the Office of the Cabinet Secretary (OCS).
- The OCS leads the Center’s operational direction and supervisory functions.
Collaborate and integrate existing feedback systems
- The OCS, in coordination with the Office of the Special Assistant to the President (OSAP), is directed to collaborate with other government agencies for the operation of the Center.
- The OCS shall enter into arrangements necessary for the possible interconnection and integration of existing public feedback mechanisms, such as the Contact Center ng Bayan (CCB) Project of the Civil Service Commission (CSC).
- Each concerned government agency and office shall designate its respective focal and technical officers to assist the OCS in collaboration, interconnection, and integration efforts.
Set minimum operating standards
- The Center shall provide, in addition to the “8888” telephone hotline, other communication channels, including Short message service (SMS)/Text access, E-mail, Website/Webpage, social media, and any other emerging communication medium.
- The Center shall operate twenty-four (24) hours a day, seven (7) days a week, from Mondays to Sundays, excluding national holidays and work suspensions.
- As far as practicable, the Center shall provide live agent response to calls made through the telephone hotline facility.
- Upon receipt of a citizen concern through any communication channel, the concern shall be immediately referred, directly or indirectly, to the concerned government agency, office, or instrumentality for appropriate action.
- As much as circumstances permit, the complainant shall be given advice or feedback on the status of the concern until resolution.
- A citizen concern lodged through any communication channel shall be addressed with a concrete and specific action within seventy-two (72) hours from receipt by the proper government agency or instrumentality.
Require cooperation from government entities
- All national government agencies, GOCCs/GFIs, and other instrumentalities of the government are enjoined to cooperate with the OCS.
- The cooperation is required to ensure prompt action on public concerns received through the 8888 Citizens’ Complaint Center.
- The public service obligation is framed to serve the public efficiently and expeditiously.
Fund implementation through national budgeting
- Initial funding requirements for implementation shall be determined by the Department of Budget and Management (DBM), subject to compliance with applicable laws, rules, and regulations.
- Appropriations for succeeding years shall be incorporated in the budget proposals of the OCS and other concerned government agencies, officers, and instrumentalities.
Issue implementing rules and guidelines
- The OCS shall formulate and issue rules and operational guidelines for implementation of the Order.
- The OCS shall do so with the assistance of the OSAP and other concerned government agencies, offices, and instrumentalities.
Mandate reports to the President
- Within six (6) months from the effectivity of the Executive Order, the OCS shall submit a report to the President on its implementation.
- Thereafter, the OCS shall submit quarterly reports to the President through OSAP on the Center’s activities and accomplishments.
Impose administrative sanctions for failures
- Without prejudice to appropriate criminal liability, failure of a government agency or employee to timely respond to public concerns received through the Center is a ground for administrative sanctions under existing laws and regulations.
- Any other violation of the provisions of the Executive Order also constitutes a ground for administrative sanctions under existing laws and regulations.
Provide separability, repeal, and effectivity rules
- If any provision of the Executive Order is declared invalid or unconstitutional, the remaining provisions continue to remain valid and subsisting (separability).
- All issuances, orders, rules and regulations, or parts thereof that are inconsistent with the Executive Order are repealed or modified accordingly (repeal clause).
- The Executive Order takes effect upon publication in a newspaper of general circulation.
Issuance details and constitutional foundation
- Executive Order No. 06 is dated October 14, 2016 and is issued by President Rodrigo Roa Duterte.
- The Order is anchored on constitutional and statutory policy goals, including Article II, Section 27 of the Constitution and Article VII, Section 17 of the Constitution.
- It explicitly cites Republic Act No. 9485 (Anti-Red Tape Act of 2007) and Administrative Order (AO) No. 241 (s. 2008) as bases for transparency and hotline/public assistance integration.
- The Center is also tied to the CSC and NCC (National Computer Center) of the Department of Science and Technology (DOST) Contact Center ng Bayan (CCB) Project.