RMO No. 22-2020: Prescribes the policies, guidelines and procedures in the handling/resolution of complaints received through the 8888 Citizens’ Complaints Center, Presidential Complaint Center, BIR eComplaint System, Contact Center ng Bayan, Anti-Red Tape Authority and other Feedback Mechanisms

Key points

1. Initial receipt and routing. The Public Information and Education Division (PIED) first receives complaints sent through 8888, CCB, ARTA and PCC. It sorts them and e-mails them to the concerned BIR office, copying the monitoring office where applicable.
2. Classification. The classes are system-related problems or eServices, non-system-related concerns (eCAR and ONETT, TIN, COR, ATP and registration, tax clearance), and RATE matters (tax evasion, non-issuance of OR/SI, non-granting of PWD/Senior Citizen’s discount). The others are personnel conduct (misdemeanor or discourtesy, corruption, other personnel issues), non-compliance with the Citizen’s Charter and ARTA requirements, commendations, and requests for assistance or suggestions. Each class has a concerned office and a monitoring office.
3. Office set-up. Each concerned office has a dedicated e-mail for citizens’ complaints, preferably a generic office account. The office head names a focal person and an alternate to acknowledge and resolve complaints promptly. Timeliness of action forms part of the focal person’s Key Performance Indicators.
4. ARTA complaints. The concerned office responds directly to the complainant within 24 hours from receipt. It sends a copy of the response and supporting documents to ARTA, with a copy to PIED at arta_tied@bir.gov.ph.
5. 8888, CCB and PCC complaints. The office acknowledges receipt within 24 hours. It takes concrete action and reports it to the complainant within 72 hours, copying the complaint channel and PIED at complaints@8888.gov.ph.
6. Commendations. PIED refers commendations to the Assistant Commissioner, HRDS for proper recognition after evaluation.

Who is affected

• BIR offices handling citizen complaints
• Focal persons and alternate focal persons

Deadlines and effectivity

• ARTA complaints: response within 24 hours from receipt
• 8888, CCB, PCC complaints: acknowledgment within 24 hours and action reported within 72 hours