Creating the 8888 Citizens’ Complaint Center
- Section 2 establishes the 8888 Citizens’ Complaint Center as a mechanism for citizens to report complaints and grievances.
- Section 2 covers complaints involving acts of red tape as defined under Republic Act No. 9485 and other relevant laws.
- Section 2 covers complaints involving corruption committed by:
- Any national government agency; and
- Any government-owned or -controlled corporation (GOCC) / government financial institution (GFI); and
- Other instrumentalities of the government.
Lead agency and supervision
- Section 3 places the 8888 Citizens’ Complaint Center under the direction and supervision of the Office of the Cabinet Secretary (OCS).
- Section 3 makes the OCS responsible for overall operational oversight.
Collaboration and integration of feedback systems
- Section 4 directs the OCS, in coordination with the Office of the Special Assistant to the President (OSAP), to collaborate with other government agencies in operating the 8888 Citizens’ Complaint Center.
- Section 4 authorizes necessary arrangements for the possible interconnection and integration of existing public feedback mechanisms, including the Contact Center ng Bayan (CCB) Project of the CSC.
- Section 4 requires concerned government agencies and offices to designate:
- Respective focal officers; and
- Respective technical officers,
to assist the OCS in collaboration and integration efforts.
Minimum operating standards required
- Section 5 mandates the 8888 Citizens’ Complaint Center to observe minimum operating standards on communication channels, operating hours, and complaint processing.
- Communication Channels: Section 5 requires, in addition to the “8888” telephone hotline, other communication channels, which may include:
- Short message service (SMS)/Text access;
- Electronic mail (E-mail);
- Website/Webpage; and
- Social media, and any other emerging communication medium.
- Operating Hours: Section 5 requires operations twenty-four (24) hours a day, seven (7) days a week, from Mondays to Sundays, excluding national holidays and work suspensions.
- Live response expectation: Section 5 requires that, as far as practicable, live agents respond to calls made through the telephone hotline facility.
- Immediate referral and feedback: Section 5 requires that a citizen’s concern received through any communication channel be immediately referred (directly or indirectly) to the concerned government agency, office, or instrumentality for appropriate action, and that the complainant be given advice or feedback on the status of the concern until resolution, as much as circumstances permit.
- Action within a fixed period: Section 5 requires that a citizen’s concern lodged through any communication channel have a concrete and specific action within seventy-two (72) hours from receipt of the concern by the proper government agency or instrumentality.
Mandatory cooperation by agencies
- Section 6 enjoins all national government agencies, GOCCs/GFIs, and other instrumentalities of the government to cooperate with the OCS.
- Section 6 requires cooperation to ensure prompt action on public concerns received through the 8888 Citizens’ Complaint Center.
- Section 6 frames cooperation as necessary for efficient and expeditious public service.
Funding and budgeting responsibilities
- Section 7 requires initial funding requirements for implementing the 8888 Citizens’ Complaint Center to be determined by the Department of Budget and Management (DBM).
- Section 7 conditions DBM determination on compliance with applicable laws, rules and regulations.
- Section 7 requires appropriations for succeeding years to be incorporated in the budget proposals of the OCS and other concerned government agencies, officers, and instrumentalities.
Implementing rules, guidelines, and reports
- Section 8 requires the OCS, with the assistance of the OSAP and other concerned government agencies, offices, and instrumentalities, to formulate and issue rules and operational guidelines for implementation.
- Section 9 requires the OCS to submit a report to the President within six (6) months from the effectivity of the Order on implementation.
- Section 9 requires the OCS to submit quarterly reports to the President through the OSAP on the Center’s activities and accomplishments.
Administrative sanctions and liabilities
- Section 10 provides that failure by a government agency or employee to timely respond to public concerns received through the 8888 Citizens’ Complaint Center is a ground for administrative sanctions under existing laws and regulations.
- Section 10 provides that any other violation of the provisions of the Order is also a ground for administrative sanctions under existing laws and regulations.
- Section 10 expressly preserves criminal liability by stating that the administrative sanctions provision does not prejudice the appropriate criminal liability.
Separability, repeal, and effectivity
- Section 11 provides that if any provision of the Executive Order is declared invalid or unconstitutional, the other provisions remain valid and subsisting.
- Section 12 repeals or modifies all issuances, orders, rules and regulations, or parts thereof that are inconsistent with the Executive Order.
- Effectivity rule: Section 11 (Effectivity) provides that the Executive Order takes effect upon publication in a newspaper of general circulation.
- Date and issuance: The Executive Order is October 14, 2016, and is signed in the City of Manila on October 14, 2016 by RODRIGO ROA DUTERTE, with SALVADOR C. MEDIALDEA as Executive Secretary.