CONTACT CENTER NG BAYAN MYTH
Anti-Red Tape Act
Republic Act No. 9485 or the Anti-Red Tape Act (ARTA) states that “The head of office or agency shall be primarily responsible for the implementation of this Act and shall be held accountable to the public in rendering fast, efficient, convenient and reliable service. (Section 6 on the Accountability of the Heads of Agencies)
No Noon Break
Myth: "Lunch break is not allowed in government agencies.”
Truth: There is still a break for every employee but they should not take lunch at the same time. Someone must be left to man the office. Government offices are advised to adopt an appropriate working schedule to ensure uninterrupted public service delivery.
Myth: “Fixers are allowed in government agencies.”
Truth: There is a strong campaign against fixing activities in government offices but it also needs support from the public. Fixers may promise a speedy completion of transactions but there is no guarantee that the documents you requested are valid or legal. Clients must cooperate to eradicate fixing activities by not allowing themselves to be victimized by fixers.
CCB Processing Time
Myth: “When the client lodged a concern, there is a reply/action right away.”
Truth: Processing time depends on the complexity of each transaction or concern. For a simple transaction, it will take about 3 – 5 working days while for a the complex transaction, it will take about 10 – 15 days. Nevertheless, CCB assures that every concern lodged is acknowledged within 24 hours and regular updates are given to clients to know the status of their concern.
Myth:“When the client lodged a concern, it is automatically a case against the employee or agency.”
Truth: CCB is a feedback mechanism which aims to improve frontline service delivery of government agencies. Each concern is classified according to its nature. Client’s concern is not automatically a case against the employee or agency. It may be a request for assistance, complaint, query, suggestion or commendation. If the client is not satisfied with the action of the agency, he/she can file a formal complaint.
Myth: “When the client lodged a concern, it is okay to hide his/her identity.”
Truth: CCB does not encourage anonymity in filing a complaint because it puts enormous barrier in the way of successful investigation. However, even anonymous complaint may be acted upon by the concerned agency if there is obvious truth or merit to the allegations or supported by documentary evidence. Necessary details must be provided by the client in order to resolve the concern.