CONTACT INFORMATION
Quezon City Citizen Services Department
- QCCSD
- Roof deck, Civic Center Building D, Mayaman St., Quezon City Hall Compound, Quezon City
- helpdesk@quezoncity.gov.ph
Office Hours
Radio/Telephone Base Operations Division
and QC Helpline Contact Center and Helpdesk Division
24/7 including Saturdays, Sundays, and Holidays
Administrative Division
National Hotline Citizens’ Complaint and Action 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 Quezon City Citizen Services Department (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, Police/Traffic Assistance, Road Accidents, COVID-19 & other concerns that need appropriate action.
Mission
To provide a swift and reliable emergency and information helpline, ensuring timely assistance, most especially during crises, and establishing effective communication channels for residents to report concerns, seek assistance, and access information, fostering a culture of community engagement and empowerment.
Vision
To be the world-class and premiere helpline for emergencies and other concerns that need immediate attention by the city government, ensuring the safety, well-being, and satisfaction of every QCitizen and visitor.
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
- Establishing an appropriate, fast, efficient, reliable, coordinated, and/or integrated communication system, and Emergency and Information Helpline by the City Government, 24/7. (City Ordinance No. 2029, S-2010).
- Managing the 8888 Permanent Action Team Citizen’s Complaint Hotline (Executive Order No. 24, S-2019) and the City’s Helpdesk for complaints and public service with the official email domain helpdesk@quezoncity.gov.ph.
- Ensuring quality management of day-to-day operations and activities of the department.
- Systematically acquiring, installing, and/or operating Radio Communications devices and facilities necessary to achieve the department’s goals, objectives, functions, and responsibilities.
In fulfilling these commitments, we uphold our core values:
Quality: We are committed to delivering the highest standard of services, ensuring excellence in every aspect of our operations.
Competent: Our staff possess the expertise and proficiency required to address and respond to diverse situations effectively.
Credible: We maintain and build public trust through transparent, consistent, and accountable service delivery.
Sincere: We approach each concern with genuine empathy and respect, reflecting our commitment to the well-being of every individual.
Dependable: Our department stands as a reliable pillar of support, available to assist the community at all times.
Services
QCITIZEN HELPLINE CONTACT CENTER, DIAL 122
The QCitizen Helpline Contact Center operates 24/7 to handle public inquiries, assistance requests, complaints, emergencies, and mental health concerns. It also serves as a reporting channel for Violence Against Women and Children (VAWC) cases, child protection concerns, police misconduct, and other urgent matters. The helpline coordinates emergency responses for traffic incidents, flooding, road accidents, and fires, with a police officer and a mental health officer on duty to ensure proper intervention. All cases are documented and tracked through the Microsoft Dynamics 365 Ticketing System, improving service accessibility and response efficiency across Quezon City.
QUEZON CITY HELPDESK – CITIZEN SUPPORT TEAM
The Quezon City Helpdesk manages complaints and public service inquiries through the official email domain helpdesk@quezoncity.gov.ph. This serves as a feedback channel for QCitizens to report inefficiencies and malpractices within the city, covering areas such as Social Service Assistance, Domestic Violence interventions, Anti-Red Tape reports, and other concerns.
THE QUEZON CITY CITIZENS’ COMPLAINT HOTLINE 8888 ACTION TEAM
The Quezon City Citizens’ Complaint Hotline 8888 Action Team is responsible for receiving, processing, and coordinating complaints filed through the 8888 Portal, as endorsed by the Presidential Complaint Hotline. Pursuant to Executive Order No. 24, S-2019, the team operates under the supervision of the City Administrator, who serves as the designated Focal Person, with the Head of the Quezon City Citizen Services Department (formerly the Radio Communications Service Office) acting as the Alternate Focal Person. The department manages the 8888 software and oversees the Quezon City 8888 Helpdesk (quezoncity8888@quezoncity.gov.ph), ensuring that all complaints are properly documented, referred to the appropriate offices, and addressed in a timely manner.
INTEGRATED TWO-WAY RADIO COMMUNICATIONS SYSTEM
The Radio/Telephone Base Operations Division operates a 24/7 integrated two-way radio communications system for the Quezon City Government. This system is designed to handle a broad range of communications, with a focus on providing swift action for emergencies through radio coordination. While the system accommodates non-emergency requests, the radio network ensures rapid response, particularly for urgent situations like police assistance, fire incidents, road accidents, and medical emergencies.
ISSUANCE OF RADIO EQUIPMENT
The issuance of radio communication equipment to various Quezon City government departments, offices, and barangays ensures effective and reliable communication for government operations, disaster response, and emergency coordination. This service provides authorized personnel with properly documented radio equipment for operational use.
RADIO INSTALLATION AND PROGRAMMING
The installation, programming, and integration of radio communication systems across various barangays and government action units ensure efficient and reliable communication. This service facilitates seamless coordination among Quezon City Government offices and barangays through properly configured radio equipment.
More details
TRAINING AND COORDINATION FOR RADIO OPERATIONS AND LICENSING
Provides comprehensive training on radio operations, ensuring proper handling and adherence to Radio Laws and Regulations. Facilitates the licensing process by coordinating with the National Telecommunications Commission (NTC) to assist participants in obtaining certifications and Radio Operator Licenses.
More details
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.
Department Directory
Mr. Joel C. Distrajo
Officer in Charge
qccsd@quezoncity.gov.ph
Divisions/ Sections
| DIVISION | OFFICER NAME | OFFICE ADDRESS | CONTACT INFORMATION |
|---|---|---|---|
| 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, Quezon City | 122 |
| Administrative Division | Ms. Estelita E. Mañalac Acting Chief Administrative Officer | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., City Hall Compound, Barangay Central, Quezon City | 122 |
| National Hotline Citizens’ Complaint and Action Division Portal Section Secretariat Section | Mr. Roberto T. Villarosa Supervising Administrative Officer Mr. Ron Gabriel C. Belino In-Charge Ms. Lea Navarro In-Charge | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., City Hall Compound, Barangay Central, Quezon City | 8888 |
| QC Helpline Contact Center & Helpdesk Division 122 Contact Center Section Helpdesk Section | Ms. Marjorie Q. Escobido In-Charge Ms. Jerica Jane O. Castro In-Charge | Civic Center Building D, Roof Deck Quezon City Hall, Mayaman St., City Hall Compound, Barangay Central, Quezon City | 122 helpdesk@quezoncity.gov.ph |
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 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.
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
