The Department of Social Welfare and Development (DSWD) is open to receiving any complaint regarding its disaster response services through the Disaster Response Assistance and Management Bureau’s (DReAMB’s) e-Reklamo platform.

e-Reklamo is a web-based complaints management ticket system designed to accommodate grievances on the Department’s Disaster Risk Reduction and Management (DRRM) services. It may be accessed through the following ICT channels:

• ereklamo.dswd.gov.ph website wherein each complaint is assigned a unique ticket number that can be used to track the progress and responses online. A valid email address is required to use this system.
• SMS using the following syntax:

–  Text DSWD<space>ereklamo<space>”Name of Complainant” <space>Location<space>”Complaint Message” and send to 3456 (any network).  Each text message is charged P1.00.

• Email to ereklamo@dswd.gov.ph

The Department is closely monitoring the response efforts of local government units in order for relief assistance to reach those who were affected by Typhoon Nina, not just in the form of FFPs but in the form of other food and non-food items (FNIs), as well. Issues, in terms of relief distribution, need to be closely coordinated with local governments by the Department through its concerned Field Offices (FOs).

“The DSWD welcomes feedback from the general public on the disaster response services it provides whether it is a complaint or compliment.  It is a way to gauge the quality of our services for our continual improvement, ” Felino O Castro V, DSWD DREAMB Director said. “We will also do our best to resolve these complaints, especially those that fall within our scope of work.”

DSWD Sec. Judy M. Taguiwalo said that the DSWD will continue to improve its system of delivery so that it will be faster and efficient. She also said that the department will also strengthen its coordination with local government units so that social welfare programs and services – not only during times of disasters and emergencies – can be delivered to Filipinos in crisis situations.

“What we want is a better, stronger, more efficient DSWD that is able to respond faster to the welfare needs of the Filipino people when they need it most. We know that the DSWD cannot do this alone: we need all the help and support that we can get from the public and LGUs, including barangays. We appeal to Filipinos to help strengthen the resilience of their communities and means of responding to emergencies so that the relief and recovery processes can also be faster and easier after the calamities have passed,” she said. #