CONTACT INFORMATION
Quezon City Citizen Services Department
- QCCSD
- Roof deck, Civic Center Building D, Mayaman St., Quezon City Hall Compound, Quezon City
- 8988-4242 local 8407, 8416
helpdesk@quezoncity.gov.ph
Office Hours
Operations and Contact Center Division
24/7 including Saturdays, Sundays, and Holidays
Administrative Division
Monday to Friday
8:00 a.m. to 5:00 p.m.
ABOUT US
Description
Formerly known as the Radio Communications Services Office, the QCCSD or QCitizen Services Department manages the City-wide 24/7 Integrated Radio Communications Network and the single contact center Helpline 122 that can be easily accessed by QCitizens in case of Fire Incidents, Medical Emergencies, need for Police/Traffic Assistance, Road Accidents, COVID-19 & other concerns that need appropriate action.
Mission
We provide fast, easy, reliable, and 24/7 integrated two-way communications via radio and Hotline 122, a special 3-digit contact number of Quezon City Government, as an emergency and information helpline.
Vision
To be an effective service provider on a 24/7 basis the integrated two-way communication system and emergency and information helpline QC122
To provide Quezon City officials and constituencies with ready, fast, and easy access to assistance from police, traffic, fire, EMS, rescue, and other emergency services in a timely and efficient manner.
Legal Bases
- City Ordinance No. 173, S-90, Created The Radio Communications Service Office Under The Office Of The City Mayor, Defined Its Organization And Functions And Appropriate Funds For Its Operation.
- City Ordinance SP-2029, S-2010, An Ordinance Mandating The Establishment Of An Emergency And Information Helpline To Be Known As “QC 122” Under The Radio Communications Service Of The Office Of The City Mayor Defining Its Functions And Responsibilities.
- Executive Order No. 24, S-2019, Re: Constituting The Quezon City Citizens’ Complaint Hotline 8888 Action Team, With The City Administrator As The Focal Person. The Head of Radio Communications Service Was Designated As The Alternate Focal Person With Radio Communications Staff As Secretariat And Technical Staff Of 8888 Software.
- City Ordinance SP-03106, S-2022, An Ordinance Creating the Quezon City Citizen Services Department (QCitizen Services Department), Thereby Replacing the Radio Communications Services Office (RCSO), Providing for its Mandate, Organizational Formation, and Staffing Pattern and Appropriating Funds Thereof.
Service Pledge
- We commit to take charge of the establishment of appropriate, fast, efficient, reliable, coordinated, and integrated communication systems, Emergency and Information Helpline, 8888 Permanent Action Team Citizen’s Complaint Hotline, and the City’s Helpdesk for complaints and public service with official
- We commit to quality management of day-to-day operations and activities of the office.
- We will continuously acquire, install, and operate radio communications devices and facilities which are deemed necessary to carry out the goals, objectives, functions, and responsibilities of the Office.
Services
INTEGRATED COMMUNICATIONS SYSTEM FOR THE CITY GOVERNMENT
Operates and maintains a 24/7 integrated communications system for Quezon City Government.
NTC SEMINARS ON RADIO RULES AND REGULATION
Provides Seminars on Radio or Telephone Basic Operations.
QCITIZEN HELPLINE CONTACT CENTER DIAL 122
Operates 24/7 Emergency Helpline, Public Assistance, Complaints and Action Center.
QUEZON CITY ACTION TEAM of Helpdesk and Helpline 122
helpdesk@quezoncity.gov.ph and qcitizenservice@qchelpline122.onmicrosoft.com
Email monitoring, receiving, identifying concerns or complaints, and forwarding to the concerned departments/offices for appropriate action.
QCITIZEN HELPDESK AT QCCSD (FACEBOOK PAGE)
Monitoring, responding to, and managing all chat inquiries and messages received from citizens.
Click here to visit: Official QCCSD Facebook Page
UNCLAIMED QCID AUGMENTATION
Provides information to QCID applicants for picking up their unclaimed IDs, ensuring a smooth process for ID retrieval.
CLIENT SATISFACTION MEASUREMENT (CSM) SURVEY
Manages, conducts, and analyzes the Client Satisfaction Measurement (CSM) Survey to gather feedback aimed at enhancing services across the Department/Offices/Units (DOUs).
Program
POLICE ASSISTANCE COORDINATED WITH QCPD THROUGH QC HELPLINE 122 (3 MINUTES RESPONSE TIME PROGRAM)
Ensures rapid response times for police assistance coordinated via the QC Helpline 122 and includes dedicated police personnel assigned at the 122 contact center to facilitate immediate support.
I-REPORT SA PLEB QC
Allows individuals to report potential law enforcement misconduct or grievances via QC Helpline 122, directed to the People’s Law Enforcement Board (PLEB) for review and resolution.
Guides
HOW TO ACCESS QCITIZEN HELPLINE 122 CONTACT CENTER
STEPS:
- DIAL 122 on your phone.
- Press ONE (1) for Emergencies:
- Police Assistance
- Fire Incident
- Disaster
- Medical Emergencies
- Road Accident
- Press TWO (2) for Other Concerns:
- Public Assistance/Information
- General Inquiries
- Complaints
- Traffic Situation
- Service Requests
- COVID-19 Related concerns
- Press ONE (1) for Emergencies:
NOTE: For specific complaints or inquiries, email helpdesk@quezoncity.gov.ph or qcitizenservice@qchelpline122.onmicrosoft.com with relevant details. Additionally, for immediate assistance, connect via the QCitizen Helpdesk Facebook page chat.
Department Directory
Mr. Joel C. Distrajo
Officer in Charge
8988-4242 local 8417
joel.distrajo@quezoncity.gov.ph
Divisions/ Sections
| DIVISIONS | OFFICER NAME | OFFICE ADDRESS | CONTACT INFORMATION |
|---|---|---|---|
| Administrative Division | Ms. Estelita E. Mañalac Acting Chief Administrative Officer | DRRM Building, Quezon City hall, Kalayaan Avenue, Barangay Central | 8922-3227 8927-8827 |
| Radio/ Telephone Base Operations Division | Mr. Nelson F. Carpentero Acting Chief Administrative Officer | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., City Hall Compound, Barangay Central | 8988-4242 local 8416, 8407 0919-0670236 |
| QC Helpline QC Helpline Contact Center & Helpdesk Division * 122 Contact Center Section * Helpdesk Section 122 Contact Center Division | Ms. Marjorie Q. Escobido In Charge Ms. Jerica Jane O. Castro In Charge | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., Quezon City Hall Compound, Barangay Central | Dial 122 0919-0670715 0919-0670096 |
| National Hotline Citizens’ Complaint and Action Division * Portal Section * Secretariat Section | Mr. Ron Gabriel C. Belino In Charge Mr. Felix L. Alzona In Charge | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., City Hall Compound, Barangay Central | 8988-4242 local 8416, 8407 0919-0670715 0919-0670096 |
Spotlight
MAKABATA HELPLINE
Underwent specialized training for handling childlabor issues, enhancing capabilities for 122 hotline operators/call takers.
SEMINAR ON RESTRICTED RADIO/ TELEPHONE LAND MOBILE
Conducted three distinct seminars on the Restricted Radio Telephone Land Mobile basis operation, held at different dates and locations. These sessions catered to specific departments, including QC 122 Call takers and Radio/Telephone Operators, QC-BFP Radio Operators and Responders, and the QC Health Department, Health Emergency Management Unit Staff, offering comprehensive training on this operational aspect.
QCBFP Radio Operators and Responders
Held on July 14, 2023 at the DRRM Bldg.
QC 122 Call Takers & Radio/Telephone Operators
Held on July 06, 2023 at the QCCSD Lobby.
QCHD Health Emergency Management Unit Staff
Held on December 7, 2023 at the QCHD Bldg.
SONA 2023 COMMAND POST
Established an Incident Command Post (ICP) at Congress Batasan during SONA 2023 to facilitate coordinated communication and provide radio communication services to the QC Incident Management Team. This setup aimed to support emergency responses and enhance security measures.
QUEZON CITY POLICE DISTRICT STAFF MEETING WITH QC EMERGENCY HELPLINE 122
A collaborative meeting between the Quezon City Police District and the QC Emergency Helpline 122, fostering synergy and effective communication for enhanced emergency response strategies and services.
QCID ORIENTATION
An orientation session was conducted on May 24, 2023, focusing on understanding and tracking the QCID application status.
QC HELPLINE 122 SERVICE REPORT
Discover the dedication and efficiency of QC Helpline 122 through our impactful flash report. Witness our swift responses during emergencies and citizen inquiries, showcasing our commitment to supporting the Quezon City community. Experience firsthand the positive impact of our dedicated helpline services.
Frequently Asked Questions (FAQs)
WHAT SERVICE DOES THE QCITIZEN SERVICES DEPARTMENT PROVIDE?
We manage the City-wide 24/7 Integrated Radio Communications Network and operate the Helpline 122 for emergencies like Fire Incidents, Medical Emergencies, Police/Traffic Assistance, COVID-19 concerns, and more. Additionally, we handle public assistance inquiries regarding City Hall procedures and provide guidance on application follow-ups.
HOW CAN I CONTACT THE QCITIZEN SERVICES DEPARTMENT IN CASE OF AN EMERGENCY?
Dial 122 for immediate assistance. This service, including access to Helpline 122, assistance provided, and guidance on City Hall inquiries, is entirely free of charge on your mobile telephone.
CAN I REACH OUT TO YOUR DEPARTMENT THROUGH EMAIL OR SOCIAL MEDIA?
Yes, you can contact us via email at helpdesk@quezoncity.gov.ph & qcitizenservice@qchelpline122.onmicrosoft.com or message us on our Facebook page, QCitizen Helpdesk at QCCSD, for inquiries, assistance, or to report complaints.
WHAT SHOULD I EXPECT WHEN CONTACTING THE QCITIZEN SERVICES DEPARTMENT?
Expect prompt and reliable support for various emergencies and non-emergencies. We aim to provide timely assistance for different concerns requiring immediate attention, including guidance on City Hall procedures.
ARE THERE SPECIFIC CATEGORIES OF ISSUES THAT YOUR DEPARTMENT HANDLES?
Yes, we handle a broad range of concerns, including Police Assistance, Fire Incidents, Medical Emergencies, Traffic Situations, COVID-19 concerns, general public information requests, and City Hall-related inquiries.
HOW QUICKLY DOES THE DEPARTMENT RESPOND TO EMERGENCY CALLS?
We prioritize swift responses to emergencies. Response times may vary based on the urgency and nature of the situation.
CAN I PROVIDE FEEDBACK OR SUGGESTIONS REGARDING THE SERVICES PROVIDED
Your feedback is valuable to us! Feel free to share your thoughts or suggestions through our email or social media channels.
HOW CAN I REPORT AN ISSUE OR COMPLAINT?
You can report an issue or complaint by either dialing 122 on your mobile telephone for immediate assistance or sending an email to helpdesk@quezoncity.gov.ph or qcitizenservice@qchelpline122.onmicrosoft.com
WHAT HAPPENS ONCE A COMPLAINT IS RECEIVED?
Once we receive a complaint, we ensure it is directed to the relevant department for resolution. Simultaneously, a copy is furnished to the complainant, enabling them to see the issue promptly and provide updates on the progress.
WILL I RECEIVE UPDATES ON THE PROGRESS OF MY COMPLAINT?
Absolutely! We provide follow-up and feedback to the complainant, keeping them informed about the actions taken and the current status of the resolution.
Resources
CSD CITIZEN'S CHARTER 2025
CSD CITIZEN'S CHARTER 2024
CSD CITIZEN'S CHARTER 2023
