The Police Community Affairs and Development Group, Complaint and Referral Monitoring Center (CRMC) has maintained its best practice in the frontline service Walk-In Complaint Management through the Client Satisfaction Measurement (CSM) wherein all clients are subjected to a survey after the services rendered to them by the center. The survey measures the quality service we, the Philippine National Police had given to the general public.
Under the Citizen’s Charter of the Police Community Affairs and Development Group (PCADG) supervised by the Complaints and Referral Monitoring Center (CRMC), the platform serves to cater to the process, acting on all reports and complaints from the general public for referral to units concerned coming from Walk-in Complainant and SMS portal. The streamlined process of walk-in complaints aims to simplify the issuance of referrals addressed to the concerned unit through the Quality Service Lane (QSL), which will continue to deliver quality service and develop other tools that could help improve the service that are responsive to the clientele’s needs.
As of May 2024, a certain complainant known as Mrs. Karen Consulta, residing at 29-2 Compound, Malabon City came to this Office, requesting for the serrving of a warrant of arrest against her husband, Mr. Jofel T. Consulta who has been charged with the violation of RPC art. 349-BIGAMY and Violation of Section 10 (a) of Republic Act no. 7610. Subject was said to be found at MIA, Terminal 4, Parañaque City on May 8, 2024, to take his mother to the airport, going home to Masbate.
Likewise, in the morning of June 13, 2024, CRMC personnel led by Police Colonel Edwin C. Ellazar, Chief, CRMC, finds time to distribute at least 100 pcs of E-Sumbong stickers and bottled water to the tricycle drivers plying the San Francisco Del Monte Avenue route in Quezon City. All members of three Tricycle Operators and Drivers Association (TODA) Chapters, with terminals beside SM North Edsa became recipients of E. Sumbong stickers, for them to refer to whenever they have the need to report and lodge their complaints, especially when there are crimes, misdemeanors and other relative concerns committed within their areas. Though just a simple gesture to propagate/amplify the various portals offered by CRMC, it gave the organization the rare opportunity to make the tricycle drivers feel the care of the government, and let them know that PNP has innovative systems and mechanism to accommodate and address their concerns through either the E-Sumbong stickers and the QR Code Scanning System.
The Complaints Referral and Monitoring Center of PCADG truly embodies the unwavering commitment of the Nation’s Peacekeeper towards the timely delivery of excellent and outstanding services to the community. With so much to do ahead, the organization rallies with the government toward our collective vision of a better, peaceful, and progressive Philippines.
