Congruent to the program thrusts of the Bagong Pilipinas brand of governance and leadership campaign of President Ferdinand Romualdez “Bong Bong” Marcos Jr., the Philippine National Police under the leadership of Police General Benjamin Casuga Acorda Jr., joins other government agencies in the nationwide campaign for positive transformation and sustainable progress by thoroughly championing a principled, accountable and dependable government. Being one of the primary in-charge of the country’s law enforcement, the Nation’s Peacekeeper has also gone a long way not just in the maintenance of peace and order but also in providing excellent police services to its clientele—the Filipino people.
The introduction of the Contact Center ng Bayan (CCB) in 2012, as a public feedback mechanism among government agencies, through the Civil Service Commission (CSC) Resolution Number 1400995, paved the way for the Philippine National Police to strictly adhere towards excellence and discipline in promoting utmost accountability in the performance of its mandate and in the outstanding delivery of its frontline services. CCB is designated as the government’s main helpdesk where citizens can request for information and assistance on government frontline services as well as report commendations, appreciation, complaints, and feedback. It has various access modes such as Short Messaging System (SMS) hotline number, email address, CSC Official Facebook Page and CCB Website.
The Complaints Referral and Monitoring Center (CRMC) of the Police Community Affairs and Development Group (PCADG) is the primary in-charge of the PNP CCB Portal where it facilitates appropriate referrals and actions to address matters concerning the Philippine National Police. In 2023, the PNP CCB Portal received a total of 24 citizens’ complaints/concerns, where CRMC successfully referred to the concerned PNP Offices and Police Regional Offices across the country that resulted to a resolution rate of 100% or zero backlogs. Out of the said 24 complaints, 12 were acted within 72 hours and the other half were acted beyond 72 hours, earning CRMC with 50% compliance rating of CCB referred transactions.
Likewise, CRMC also manned the Hotline 8888 Citizens’ Complaint Portal, operating 24 hours, every day of the week. In 2023, PNP also recorded a 100% resolution rate or zero backlog in its Portal 8888 as it successfully resolved a total of 6,337 complaints. Of this number, 4,819 complaints were acted within 72 hours and 1, 518 complaints were acted beyond 72 hours, earning PNP a compliance rating of 76.05%.
These commendable achievements of the Nation’s Peacekeeper represented by the PCADG’s Complaints Referral and Monitoring Center, truly embody the unwavering commitment of the entire PNP organization towards the timely delivery of excellent and outstanding services to the community. With so much to do ahead, the Philippine National Police rallies with the government towards the full realization of our collective vision of a better, peaceful and progressive Philippines.
