Management of Client Complaints

Classification: Highly TechnicalTotal Processing Time: 19 minutesTotal Fees: None

Receiving, assessing, and endorsing verbal or written complaints filed against employees, services, or other city matters to the appropriate office.

Who May Avail

Constituents

Requirements

Requirements	Where to Secure
Letters of Complaints	Client
Client's Complaints Logbook	City Administrator's Office

Step-by-Step Process

Present Complaint
Agency Action
1. The Administrative Staff shall receive the complaint. For a verbal complaint, the Administrative Staff shall assist the client in registering and acknowledging the complaint, then endorse it to the City Administrator
  Fee: None · Processing Time: 3 minutes · Administrative Staff
Verbal Complaint - Assessment
No action required from the client at this step.
Agency Action
1. The City Administrator shall assess the nature and extent of the complaint and act promptly on it
  Fee: None · Processing Time: (it depends on the nature and extent of the complaint) · City Administrator
Verbal Complaint - Against Employees
No action required from the client at this step.
Agency Action
1. Complaint against employees shall be endorsed to the City Legal Office or the City Human Resource and Management Office for appropriate action
  Fee: None · Processing Time: 3 minutes · City Administrator
Verbal Complaint - Poor Service
No action required from the client at this step.
Agency Action
1. Complaint regarding poor services rendered by employees shall be endorsed to the concerned department
  Fee: None · Processing Time: 3 minutes · City Administrator
Verbal Complaint - Other Matters
No action required from the client at this step.
Agency Action
1. Complaint or other matters not related to employee conduct shall be referred to the appropriate office, if not resolved and cannot be resolved by the City Administrator
  Fee: None · Processing Time: 3 minutes · City Administrator
Written Complaint
No action required from the client at this step.
Agency Action
1. Complaint is filed to the Records Section, then endorsed to the City Administrator's Office for appropriate action
  Fee: None · Processing Time: 2 minutes · Administrative Staff
Written Complaint
No action required from the client at this step.
Agency Action
1. Complaint shall be assessed by the City Administrator's Office, then endorsed to the appropriate office for appropriate action
  Fee: None · Processing Time: 3 minutes · City Administrator
Fill-out Customer Satisfaction Survey Form
Agency Action
1. Administrative Staff shall give and explain the Customer Satisfaction Survey Form
  Fee: None · Processing Time: 2 minutes · Administrative Staff

Offices Concerned

City Administrator's Office