Page 35 - From Lines to Online: Automating Quezon City’s Business Permitting Process

The Department has a comprehensive process /
system in addressing complaints as can be
gleaned in its “Complaints Log and Status
Tracker.” In particular, the tracker’s components
You may also choose to go on site by visiting the Public
are the following:
Assistance & Complaints Desk where you will be
interviewed to provide information about the
a) Date received
complaint. The Complaints Desk then endorses all
b) Source of complaint details
complaints pertaining to the BPLD to the Department
c) Complaint summary/description
Head for appropriate action. The complaint is
d) Medium used
addressed and feedback is provided to the complainant
e) Division/ Group with jurisdiction on
on actions taken.
the complaint
f) Date corrective action started
g) Findings – root causes
h) Date complaint was resolved/closed
i) Feedback to/from complainant after
corrective action
j) Corrective action plan
k) Remarks

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