Filipinos can now file government service complaints without leaving their homes.
The Department of Information and Communications Technology (DICT) announced that the electronic Complaints Management System (eCMS) is npw available through the eGovPH app.
The initiative is in collaboration with the Anti-Red Tape Authority (ARTA), an attached agency of the Office of the President, which oversees and implements the national policy on ease of doing business and anti-red tape in the country.
The eCMS feature allows users to report slow, inefficient or corrupt public services directly through the app.
They only need to do the following:
- Download the eGovPH app
- Click the ARTA-ECMS icon and create an account
- Then click the “File a Complaint” or talk to TALA (Transparency, Accountability, and Law in Action)
The DICT said users will receive a unique tracking number after submitting their complaint, which they can use to monitor the status of their case in the app.
The eGovPH app free to download and available on the Apple App Store, the Google Play Store, and the Huawei App Gallery.
“Dahil sa agarang aksyon at pagtutulungan ng mga ahensya, hindi na kailangang pumila para magreklamo dahil mas mabilis na ang tugon ng gobyerno, sa pamamagitan ng isang tap sa mobile pwede ka na magsumite at subaybayan ang inyong reklamo online,” the DICT said.
The new system is expected to significantly reduce delays and improve government agencies’ responsiveness, with ARTA’s legal department already reporting a 99.3% resolution rate for complaints referred to them.
During the launch, ARTA Director General Ernesto Perez emphasized the government’s commitment to making public service more responsive and citizen-centered.
“With the eCMS, ARTA now has greater visibility into how complaints are managed at the agency level. There is no room for delays or negligence. Walang puwang ang sagabal sa serbisyo publiko,” Perez was quoted as saying.
A key highlight of the eCMS is its artificial intelligence (AI) component, a virtual assistant named “TALA” (or star), he added.
“TALA” can handle complaints 24/7 in English, Filipino, and 13 other dialects, and is capable of transcribing voice-based complaints, analyzing conversations, and automatically generating complaint entries, thereby minimizing manual work and human error.
“TALA” is available 24/7, serving as a tireless companion for citizens navigating the complaint process.
The system also includes features such as automatic document templates, accurate complaint routing and security measures through the Philippine National Public Key Infrastructure (PNPKI).
