Step by Step Procedure of HANDLING OF COMPLAINTS

STEP CLIENT ACTION NECESSARY FORM/s OFFICE ACTIVITY/PROCESS STAFF RESPONSIBLE LOCATION DURATION
1 Get a number/Wait to be called at the lobby(if walk-in client). Public Assistant Desk on Duty Bldg. 15, Ground Floor Within 1 day
2 Submits  Letter of Complaint  orFills-out Complaint Form (if walk-in) Complaint Form 1.Receives the document and route, logs to D-Tracking System and forwards  to Regulatory Compliance and Enforcement Division (RCED)  for action. -Receiving and Releasing Window-RCED Assigned staff Bldg. 15, Ground Floor– RCED, HFSRB

– Records Section

2. Reviews the complaint and forwards  to technical staff. Division Head Bldg. 15, ground floor– RCED, HFSRB
3 Consults/explains  the nature of complaint (if applicable). 3. Evaluates  the complaint and initiates action (letter to HF for explanation) Technical Staff assigned          5 days-

Apply only to complaints which do not require investigations/ hearings.

4 Awaits  for the release of the action taken/resolution on the complaint. 4. Submits the resolution for approval .
5. Approves  the final resolution and sign. Division HeadOffice Director
Complaint Log Sheet 6. Records and releases the approved resolution to the Records Unit, HFSRB. Designate staff