DSWD assures action on SAP complaints

The Department of Social Welfare and Development (DSWD) has assured the public that all complaints or any concerns regarding the implementation of the Social Amelioration Program (SAP) will be properly addressed. 

DSWD Secretary Rolando Bautista made the assurance after lawmakers called out the agency for its failure to immediately address the concerns of the beneficiaries because of its supposed inaccessible hotline service. 

“Sa pamamagitan ng aming Agency Operations Center, patuloy po ang pag-sagot namin sa mga reklamo at hinaing na aming nakukuha sa iba’t ibang mga communication platforms (Through our Agency Operation Center, we continuously respond to the complaints and concerns we have received from different communication problems),” he said. 

He noted that from July 27 to Aug. 16, they received more than 12,000 calls, over 94,000 emailed messages, and over 110,000 complaints.

"Mayroon kaming mga kawani na nakatutok at tumatanggap ng mga tawag, email, at mensahe at ito ay agarang tinutugunan (We have personnel who solely receive calls, email, and message to ensure that these are all promptly addressed),” Bautista said. 

He said the public can ask questions and provide feedback through DSWD hotlines 0947-482-2864, 0916-247-1194, and 0932-933-3251 and landline numbers 8931-81-01 to 07 local 555.

He said the public may also send text messages to 0918-912-2813 or send an email to sapgrievances@dswd.gov.ph or usaptayo@dswd.gov.ph

During the House Committee on Good Government and Public Accountability’s continued probe on the alleged irregularities in the implementation of SAP on Aug. 26, Deputy Speaker and Camarines Sur Rep. Luis Raymund “LRay" Villafuerte Jr. called on the DSWD to improve its  hotline service to efficiently and urgently respond to the needs of the SAP beneficiaries. 

 “Sana ang hotline ninyo mga sampu, kasi milyon ang tumatawag diyan (Your hotline numbers should be at least 10, because millions are calling you),” Villafuerte told DSWD officials during the hearing. 

The House leader tried to call the hotline numbers provided by the DSWD to the committee during the hearing and found out on the spot that the numbers were unattended.