Counseling/Response to Queries/Directory Assistance on Complaints
FRONTLINE SERVICE: Counseling/Response to Queries/Directory Assistance on Complaints
SCHEDULE OF AVAILABILITY OF SERVICE: Monday to Friday, 8:00 AM to 5:00 PM (No Noon Break)
WHO MAY AVAIL OF THE SERVICE: General Public
DOCUMENTS NEEDED: None
PROCESSING TIME: 5minutes
FEES: Free
HOW TO AVAIL OF THE SERVICE:
| STEP | PROCEDURES | ACTION OFFICER | PERSON IN CHARGE | DURATION OF ACTIVITY | FORM |
|---|---|---|---|---|---|
| 1 | Talk to the Public
Assistance and
Complaints Desk
(PACD) Officer of the
Day for simple verbal
queries or request for
assistance; Accomplish and submit Customer Service Feedback Form to Public Assistance and Complaints Desk (PACD) Officer of the Day. |
Provide reply to simple
queries. For complex queries or concerns, request the client to provide the details which will be reduced in writing through the CSF form No.2 and advise him/her the matter will be referred to the City Information and Community Relations Officer for action or endorsement to appropriate office. |
Public Assistance and Complaint Desk (PACD) Officer of the Day/City Information and Community Relations Officer | 5minutes | Customer Service Feedback Form: Form 1- ‘end of transaction’ feedback form available in the offices Form 2 – ‘random survey’/walk- in complaint from available in PACD. |
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