The primary objective of the Bangko Sentral is to maintain price stability conducive to a balanced and sustainable growth of the economy and employment. It shall also promote and maintain monetary stability and the convertibility of the peso.

The Bangko Sentral shall promote financial stability and closely work with the National Government, including, but not limited to, the Department of Finance, Securities and Exchange Commission, the Insurance Commission, and the Philippine Deposit Insurance Corporation.

The Bangko Sentral shall oversee the payment and settlement systems in the Philippines, including critical financial market infrastructures, in order to promote sound and prudent practices consistent with the maintenance of financial stability.

In the attainment of its objectives, the Bangko Sentral shall promote broad and convenient access to high-quality financial services and consider the interest of the general public.

The BSP aims to be recognized globally as the monetary authority and primary financial system supervisor that supports a strong economy and promotes a high quality of life for all Filipinos.

To promote and maintain price stability, a strong financial system, and a safe and efficient payments and settlements system conducive to a sustainable and inclusive growth of the economy.

We, the officers and employees of the Bangko Sentral ng Pilipinas, in our pursuit to be a truly world-class central monetary authority, commit ourselves to:

Be of service to the public on banking days during office hours, with authorized and properly identified personnel providing continuous, prompt, efficient and courteous assistance.

Satisfy requirements of clients, including those with special needs, while within our premises.

Provide an active feedback and redress mechanism through any of the following:

1. Assistance desks located in our offices;
2. Contact Number: (+632) 8811-1277 (8811-1BSP);
3. Email: bspmail@bsp.gov.ph

with an assurance of a reply of our action within five (5) banking days from the time we are notified of your complaint.


Contact Information of the BSP Committee on Anti-Red Tape (CART) and its Technical Working Group (TWG), Anti-Red Tape Authority (ARTA), Presidential Complaint Center (PCC), and Contact Center ng Bayan (CCB):

1. Directory of BSP CART and its TWG

2. ARTA: complaints@arta.gov.ph
Telephone Number: 8-478-5093

3. PCC: pcc@malacanang.gov.ph
Telephone Number: 8888 or +63(2)87368621

4. CCB: email@contactcenterngbayan.gov.ph
Mobile Number: 0908 8816565

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 FEEDBACKS 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).