INITIAL UPDATE AND PRELIMINARY REPORT ON THE OPERATION OF THE CITY MAYOR'S COMPLAINTS & ACTION CENTER (HOTLINE and FEEDBACK SYSTEM)

The Complaints and Action Center of the Iloilo City Government started its operation last August 31, 2010 catering to the people of the City of Iloilo receiving various concerns ranging from infrastructure, socio-economic, emergency, health, services, inquiries, among others.

Since the start of the Complaints and Action Center, most problems/concerns received were that of frequent power interruption which affected greatly the business sector; garbage collection problem; illegal structures; and businesses operating without corresponding business permits.

All complaints received were endorsed to the departments concerned and had been immediately acted upon by every concerned department/unit. Some complaints which had been acted upon even paved the way for a more insightful advantage to the City Government's programs especially during the times of field action dispatches in connection to resolving the complaints and problems being brought-up to the hotline system.

A. Random samples of complaints and issues brought-up to the City Government's attention through the Hotline and Feedback System:

• Garbage collection problem in Mohon
• Squatters along Mohon River
• Illegal meat vendors at the Iloilo Terminal Market
• Street lights/electrical wires hanging down the street at Bo. Obrero

• Street lights at Hibao-an Norte, Mandurriao
• Underground water drilling “tasok” of Mr. Arnold Bilbao of Hibao-an Norte, Mandurriao
• Garbage collection problem at Bo. Obrero
• Suggests repainting of pedestrian lane

• Defective fire truck pump of Arevalo Fire Station
• Unsolicited garbage across Tanza Church
• Follow-up complaint on illegal meat vendors at Iloilo Terminal Market

• Schedule of garbage collection at Landheights Phase I, Arevalo
• Hand gun threat of a CVO at Brgy. Gloria
• Illegal structure and illegal parking at a private lot in Housing, Mandurriao
• Deep well construction at Brgy. Zamora, fronting TESDA office
• Frequent occurrence of power interruption
• Follow-up on garbage collection at Landheights Phase I, Arevalo
• Follow-up on illegal structure/illegal parking at Housing, Mandurriao
• Operation of a semi-depot & carinderia/videoke without corresponding Business Permit at tanza Timawa Zone I
• No Business and Environmental Permit of “Uling” Vendor at Tanza Timawa Zone I
• Environmental violation of Barbecue Park

• Road obstruction at Cuartero Highway and Calubihan, Jaro
• Road obstruction at Mejorada St., Mandurriao
• Brown outs
• Tanod outpost occupied by a family at Brgy. San Felix
• MIWD water pipes leakages at Huervana St., Lapaz
• Unutilized Tanod Outpost with stagnant water at Jalandoni St., Jaro
• Conduct unprofessional and negligence of duty of Dra. Julie Baronda of Lapaz Maternity and Reproductive Health Center
• Road obstruction occupying the pedestrian lane along Quezon St.

• Follow-up on illegal meat vendors at Iloilo Terminal Market
• Stagnant water along Lopez Jaena St., Jaro
• Query/verification regarding the proposed Iloilo City College

• No collection of garbage in some commercial establishments along Lopez Jaena St., Jaro for almost a month already

• No garbage collection at LM Tinsay Building along Iloilo Terminal Market
• No “Permit to Operate” of tasok of Mr. Arnold Bilbao of Hibao-an Norte, Mandurriao
• Alleged operation of commercial sex den at Tanza Timawa Zone I
• Conduct unbecoming of Ms. Clarence Panes of the City Assessor’s Office

• Serious physical injuries & threat of Traffic Aide Nandin to jeepney driver Arsenio Ramos

• Conduct unbecoming of personnels of San Pedro Health Center
• Sari-Sari Store/Internet Shop operating with no corresponding Business Permit at Calaparan Zone 14, Arevalo

• Public humiliation, threat & intimidation of Mr. Jose Pablo Asne of Task Force Anti-Jaywalking to two civilians

• Tardiness of the employees of City Registry of Deeds
• Road depression along San Isidro going to Sambag, Jaro

• Overly noisy operation of Ulo-Ulo Resto Bar at Aurora Subdivision, Brgy. Villa Anita

• Alleged electricity pilferage/mulcting of two personnel of Task Force Boltahe at Calaparan Zone 15, Arevalo
• Follow-up on illegal structure/illegal parking at a private lot in Housing, Mandurriao
• Senior Citizen’s discount dishonoured at Costco Drugstore

• Garbage collection area and urinal post situated on a private lot at Infante, Molo
• Decaying public waiting shed at Tanza Timawa Zone I
• Public waiting shed turned Sari-Sari Store at Zone 2 Bo. Obrero

• Cable and electrical wires hanging down the street along Gen. Luna St.
• No street light in front of Spa Riviera
• Follow-up complaint on Ulo-Ulo Resto Bar overly-noisy operation
• Follow-up on Sari-Sari Store/Internet Shop operating with no corresponding Business Permit at Calaparan Zone 14, Arevalo

• Heavy traffic at E. Lopez-Jalandoni Sts.
• Suggests to utilize the City’s traffic lights

• Follow-up on alleged electricity pilferage/mulcting at Zone 15 Calaparan, Arevalo

• Suggestion to make ordinance to ban unsolicited delivery promo calls
• Alleged police brutality at Lapaz PNP lock-up cell

• Inconsistency in the implementation of the Anti-Jaywalking and Anti-Littering campaign
• Frequent power interruption and unsatisfactory operation of the sole power distributor Panay Electric Company, Inc.
• Follow-up complaint on the massive electricity pilferage in Zone 15, Brgy. Calaparan, Arevalo

• Follow-up complaint about the illegal structure along Quezon-Delgado Sts. Particularly in front of Prime Grocer
• Follow-up complaint regarding road depression along Sambag going to San Isidro, Jaro
• Follow-up complaint regarding the Senior Citizen’s discount card not being honored at Costco Drugstore

B. Impressions and Observations:

Since the start of the operation of the Hotline and Feedback System, the interaction among the City Government's departments and units had been very positive. At least 10 feedbacks had been received by the Complaints and Action Center giving high commendations to the City Government's initiative of having a direct hotline operation center. One notable impression is the consistent responses and actions being undertaken by concerned City Government's Units/Departments in addressing the issues and problems being referred to them.

Some examples of positive outputs are:

1. The City Treasurer's Office was able to determine that there are business establishments which do not have corresponding business permits after complaints received by the hotline and feedback center where promptly forwarded to them. Some examples are the two internet shops and sari-sari stores in Brgy. Calaparan and Tanza City Proper which were found out to have been operating illegally on the City Government properties and without corresponding business permits.
2. Illegal structures and obstructions in Jaro District were promptly acted upon by the Task Force ASIS. Electricity pilferage and illegal connections to the city streetlight were decisively resolved by the Task Force Boltahe.
3. The garbage collection scheme in Landheights, Arevalo and complaints about the road depression (“lubak-lubak”) in Sambag, Jaro were instantly acted by the concerned government agencies to which the complainants were very grateful with the outcome.
4. Positive and prompt action made by the leadership of Iloilo City Police Office headed by Senior Supt. Dennis Basngi on the complaint of police brutality committed by one Police Inspector against a detained suspect at La Paz PNP Station. The family of the victim highly regarded the dynamic support provided to them by the leadership of ICPO.

Prepared by:
Iloilo City Mayor's Complaints and Action Center Team
Meanwhile, the Facebook link of the Iloilo City Government Official Website has been the crucible of public opinion exchange not just between the City Government and the people, but also among the people themselves. Issues which matter to the affairs of the community and the impressions of the people on the various programs and projects of the Mabilog Administration have been the dominant “spice of the cake”, so to speak.
Truly, there is no substitute for the most effective social barometer of gauging the effectiveness and efficiency of the performance of the government and state functionaries, and that is…. the people. Either affirming or dissenting, the collective views of the people provide a lucid definition of a prevailing social conscience; and every government must be sensitive enough to every beat and pulse of that so called social conscience for it to be faithfully viewed as people-oriented.