To efficiently address the needs and concerns of QCitizens, the Quezon City government has further enhanced its QCitizen Helpline 122.
From an emergency hotline in 2016, Helpline 122 now caters to complaints and feedback from residents and visitors to further improve city services. It also has a non-voice counterpart, [email protected]
“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,” Mayor Joy Belmonte said.
Helpline 122 services include emergency assistance, COVID-19 related services, social services assistance, reporting of domestic violence, and other concerns that need immediate attention.
The city has direct two-way radio communications to all different service units to relay any emergency immediately. The Quezon City Police District (QCPD) and Bureau of Fire Protection (BFP) also have direct lines integrated in Helpline122 to ensure consistent implementation of their three-minute response time policy.
Both 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.
According to Carlos Verzonilla, Action Officer of the Quezon City Citizen Services Department, the city manages contact center Helpline 122 24/7, from Mondays to Sundays, for QCitizens in need of assistance in case of emergencies, and other concerns.
“Aside from the call taker agents reporting physically in our office, we have also activated our centers’ work from home set up so that we can accommodate more calls and emails,” Verzonilla said.
A new ticketing system, initiated by City Administrator and concurrent Officer-In- Charge of the Quezon City Citizen Services Department Michael Victor N. Alimurung, 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.
Aside from Helpline 122, the city government is also receiving complaints through the Quezon City Government facebook page, website, and email ([email protected]) handled by the QC Public Affairs and Information Services Department (PAISD).
After getting the complaint, PAISD then refers the report to the concerned departments. They also ensure that every complaint is properly addressed.
The enhanced Helpline 122 is the realization of Mayor Belmonte’s 14-point agenda, specifically agenda number 14 which stresses the need to “listen to our citizens and understand what they need.”