LOCAL WATER UTILITIESADMINISTRATION - … Division, LWUA Bldg., Katipunan Road, Balara, Quezon City...
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LOCAL WATER UTILITIESADMINISTRATION P.O.BOX 34, U.P.PostOffice, Katipunan Avenue, Balara, Quezon City Tel No.: 920-5581 to 99; 920-56-01 Fax No: (632) 922-34-34 Administrator's Direct Line:(02)929-61-07 lWUA Website: www.lwuc.qov.ph January 8, 2018 MEMORANDUM CIRCULAR NO. 0.0 2 ~ 1 8J TO: ALL WATER DISTRICTS SUBJECT: TIMEL Y RESPONSE TO COMPLAINTS SENT THRU HOTLINE 8888 PURSUANT TO EXECUTIVE ORDER NO.6, s. 2016 Please be informed that the Office of the Cabinet Secretary, Office of the President has launched Hotline 8888, the Citizens Complaint Hotline, on November 4, 2017, with the aim of institutionalizing the complaint center of the government pursuant to Executive Order No.6, s. 2016. This is a public hotline facility that receives feedbacks or concerns on government services. The 8888 Citizens' Complaint Hotline expect government agencies to initiate the communication with the callers and respond to them directly, if the contact information has been provided. The government agency concerned should provide a concrete and specific action of 8888 referrals within 72 hours. In accordance with the foregoing, may we request all Water Districts (WDs) and Rural Waterworks System Associations (RWSAs) to strictly comply with the requirement of concrete and specific action within 72 hours. Relative to this, all WDs and RWSAs shall comply with the following: 1. Provide LWUA with an updated email addresses where the 8888 referrals should be coursed through, and the name and contact number of the point person who will monitor referrals to the said email address and can be contacted by LWUA official/personnel, if needed, relative to 8888 referrals; 2. If the WD/RWSA has no email and internet service, the referral will be sent through courier addressed to the General Manager. Kindly update your exact address that can be reached by courier services (LBC, DHL, etc.) If and when an 8888 referral has been received from LWUA Via email (records(iu,lwua.gov.eb.), the WD shall: 3. Provide a concrete and specific action of 8888 referrals within 72 hours. 4. As the 8888 Citizens' Complaint Hotline expect government agencies to initiate the communication with their callers and respond to them directly, it is Tubig sa Na,'9ol1 - A[a,'9 sa Pi{ipil1asl
Transcript of LOCAL WATER UTILITIESADMINISTRATION - … Division, LWUA Bldg., Katipunan Road, Balara, Quezon City...
LOCAL WATER UTILITIESADMINISTRATIONP.O.BOX 34, U.P.PostOffice, Katipunan Avenue, Balara, Quezon CityTel No.: 920-5581 to 99; 920-56-01 Fax No: (632) 922-34-34Administrator's Direct Line: (02)929-61-07lWUA Website: www.lwuc.qov.ph
January 8, 2018
MEMORANDUM CIRCULAR NO. 0.0 2 ~ 1 8J
TO: ALL WATER DISTRICTS
SUBJECT: TIMEL Y RESPONSE TO COMPLAINTS SENT THRU HOTLINE 8888PURSUANT TO EXECUTIVE ORDER NO.6, s. 2016
Please be informed that the Office of the Cabinet Secretary, Office of thePresident has launched Hotline 8888, the Citizens Complaint Hotline, on November 4,2017, with the aim of institutionalizing the complaint center of the government pursuantto Executive Order No.6, s. 2016. This is a public hotline facility that receives feedbacksor concerns on government services.
The 8888 Citizens' Complaint Hotline expect government agencies to initiate thecommunication with the callers and respond to them directly, if the contact informationhas been provided. The government agency concerned should provide a concrete andspecific action of 8888 referrals within 72 hours.
In accordance with the foregoing, may we request all Water Districts (WDs) andRural Waterworks System Associations (RWSAs) to strictly comply with the requirementof concrete and specific action within 72 hours. Relative to this, all WDs and RWSAsshall comply with the following:
1. Provide LWUA with an updated email addresses where the 8888 referralsshould be coursed through, and the name and contact number of the pointperson who will monitor referrals to the said email address and can becontacted by LWUA official/personnel, if needed, relative to 8888 referrals;
2. If the WD/RWSA has no email and internet service, the referral will be sentthrough courier addressed to the General Manager. Kindly update your exactaddress that can be reached by courier services (LBC, DHL, etc.)
If and when an 8888 referral has been received from LWUA Via email(records(iu,lwua.gov.eb.), the WD shall:
3. Provide a concrete and specific action of 8888 referrals within 72 hours.
4. As the 8888 Citizens' Complaint Hotline expect government agencies toinitiate the communication with their callers and respond to them directly, it is
Tubig sa Na,'9ol1 - A[a,'9 sa Pi{ipil1asl
recommended that the WD/RWSA contact the complainant if contactinformation is provided, and thereafter, submit a reply and/or report on actiontaken, thm email at records((~i),lwua.gov.Rh.
5. If the complainant is anonymous, a reply should also be submitted regardingthe complaint and a report on action taken, if there is any, thru email atr~<::QT~!~(@b:Y_~1.!:1gQ},_J.2h.
If and when an 8888 referral has been received thru courier, the WD/RWSA shall:
6. Provide a concrete and specific action of 8888 referrals within 72 hours.
7. As the 8888 Citizens' Complaint Hotline expect government agencies toinitiate the communication with their callers and respond to them directly, it isrecommended that the WD/RWSA contact the complainant if contactinformation is provided;
8. The WD's or RWSA's reply and or report on action taken should be sent thrucourier, immediately at the end of the 72 hour-period from receipt of thecomplaint, addressed to the LWUA 8888 Hotline Focal Person, c/o LWUARecords Division, LWUA Bldg., Katipunan Road, Balara, Quezon City 1119.
Please be reminded that failure to provide timely response to 8888 referrals couldbe a ground for administrative sanctions. Further the Office of the Cabinet Secretary hasrecommended to the Governance Commission for GOCCs to include compliance with theprovisions of Executive Order No. 6 as a pre-condition for the grant of Performance-Based Bonus (PBB).
For purposes of implementing EO No.6, s. 2016, and this Memorandum Circular,the Water District (WD) General Manager (GM) shall be the WD's de facto 8888Citizens' Complaint Hotline Focal Person.
The implementation of this Memorandum Circular shall be without prejudice tothe authority of the 8888 Citizens' Complaint Hotline to create 8888 Hotline account forany WD.
For strict compliance.
'-- ---JkI A. LAPUS
Acting Administrator
