1. HOW TO SEND FEEDBACK (STANDARD PROCEDURE USING FEEDBACK
MANAGEMENT SYSTEM FOR DEPARTMENTS/OFFICES WITH EXTERNAL
STAKEHOLDERS)
For walk-in clients, they may provide feedback by answering the Feedback
Management System (FMS) survey-type questionnaire which can be accessed
through the BSP website’s Feedback page under Quick Links and by typing the
transaction code. Transaction code slip will be provided by the Servicing
Department/Office (SDO).
The feedback page is accessible from 8:00 am to 5:00 p.m., Mondays to Fridays.
The advisable browser is Mozilla Firefox.
Another way to access the feedback form is through a mobile device. The
complainant may scan the QR Code embedded in the transaction code slip and
proceed with answering the questionnaire.
Lastly, feedback may also be sent through the FMS kiosk stationed at gate 3.
Clients need to indicate the name of the SDO for reference.
2. HOW FEEDBACK AND COMPLAINTS ARE PROCESSED
Email alert on sad emoticon/negative feedback/complaint is received real time by
all FMS users of the department/office. FMS designate/alternate shall encode the
action taken within two (2) working days from receipt of sad emoticon/negative
feedback.
If negative feedback is more than 20% of the day’s number of respondents:
- FMS designate/alternate of the SDO generates and endorses the Daily
i-Report within a day (24 hours) to the SDO Head and other concerned
personnel to review and reply to the concerned issue.
- Action Report (i.e., with information on action to be taken and target date
of completion/resolution) approved by the SDO Head is transmitted to
the Director of the Communication Office (CO) within two (2) working
days from receipt of negative feedback/complaint.
In case the feedback/complaint is within the purview of another department/office
of the BSP, the FMS Designate/Alternate of the SDO requests transfer of
feedback to appropriate department/office through the FMS. Request for transfer
is done within one (1) working day from receipt of sad emoticon/negative
feedback/complaint (when applicable).