REDRESS AND FEEDBACK MECHANISM
The Municipal Government of Malungon has put up a Public Assistance and Complaints Desk (PACD) located at the lobby of the agency. The PACD is manned by the Officers of the Day whose main purpose is to assist the public when they transact services with the different offices in the organization.
Our valued partners toward improvement in public service delivery can help provide feedback on the kind of services rendered to them by the office/department concerned. They can fill up the SMILEYS (happy and sad faces) found in the PACD to be dropped at the Suggestion Box for consolidation every end of the month by the MO-Personnel Section.
Consolidated feedbacks will be forwarded to the Department Heads concerned for their information and/or appropriate action.
Commendations will be given to highly performing office/s with the highest degree of satisfaction rating gained from their clients.
Feedbacks which are negative will be properly dealt with by the concerned department and if needed for further action/s, the Local Chief Executive.
PROCEDURES FOR FILING COMPLAINTS
|
Step by Step Procedure |
Employee Responsible |
Amount of Fees |
Documents to be presented |
Duration/Period |
| 1. Fill-up Complaint Form available at the Public Assistance & Complaints Desk(PACD) |
Officer of the Day (OD) |
None |
Complaint Form |
5 minutes |
| 2. Submit the complaint form to the Officer of the Day(OD) |
Officer of the Day (OD) |
None |
Complaint Form |
5 minutes |
| 3. OD to submit the form to the Grievance Committee through the HR office |
Officer of the Day (OD) |
None |
Complaint Form |
3 minutes |
| 4. The Grievance Committee will handle all complaints being filed |
Bilis Aksyon Partner |
None |
Complaint Form |
Not to exceed 10 working days |
| 5. Information be given to the aggrieved party on the action taken of the Grievance Committee concerning the issue complained about |
Bilis Aksyon Partner |
None |
Resolution of the Case |
10 days |
| 6. If the complaints were not resolved by the Grievance Committee, the case will be forwarded to the proper forum for its proper action |
Bilis Aksyon Partner |
None |
Documents of the Case |
15 days |