The local government of Quezon City has integrated its helpline to the city’s complaint center and emergency assistance services to efficiently address the needs or concerns of the residents.
"We hope that through our reinforced Helpline 122, we can encourage QCitizen’s to participate and air their concerns on the affairs of the city for us to improve and provide a value-added public service to them and to those who visit, transact, and do business in our city," Quezon City Mayor Joy Belmonte said.
The city government said that from being an emergency hotline in 2016, residents or visitors of the city can now contact QCitizen Helpline 122 for complaints and feedbacks that will help them further improve their services.
(Photo from QC Mayor Joy Belmonte Facebook page/ MANILA BULLETIN)
Residents can also send an e-mail to the city government for their concerns through helpdesk@quezoncity.gov.ph.
They may use the helpline to get services including emergency assistance, Covid-19-related services, and social services assistance.
Domestic violence incidents and other concerns that need immediate attention can also be reported through Helpline 122.
The city government said it has direct two-way radio communications to all different service units to relay any emergency immediately.
It added that the Quezon City Police District (QCPD) and Bureau of Fire Protection (BFP) also have direct lines integrated in the hotline for consistent implementation of their three-minute response time policy.
It also said that the hotline and official email serve as additional feedback channels where citizens can report allegations of inefficient and corrupt practices within the jurisdiction of the city.
Quezon City Citizen Services Department action officer Carlos Verzonilla said the city manages contact center Helpline 122 for 24 hours from Mondays to Sundays to assist the residents in emergencies or other needs.
"Aside from the call taker agents reporting physically in our office, we have also activated our centers' work-from-home setup so that we can accommodate more calls and emails," Verzonilla said.
City Administrator and concurrent Officer-In-Charge of the Quezon City Citizen Services Department Michael Victor N. Alimurung also initiated a new ticketing system that has also been used to consolidate all the cases and details of the report.
"Through this system, we can ensure that all the assistance requests and complaints are attended to. The requests and complaints are duly endorsed to the concerned departments and offices for appropriate immediate action," he explained.
The enhanced helpline is the realization of one of Belmonte's focuses under her 14-point agenda, specifically the need to "listen to our citizens and understand what they need," the city govenrnment said.
The city residents may also report their complaints through the Quezon City Government Facebook page, website, and email (contactus@quezoncity.gov.ph) handled by the QC Public Affairs and Information Services Department (PAISD).
Once they received a complaint, the PAISD will refer the report to the concerned departments and ensure that it will bee properly addressed.
The mayor’s 14-point agenda focuses on different needs of the city and its residents on human and social services, economic development, environment and climate change, infrastructure and institutional development.