TESDA responds to 100% of client requests and complaints – Lapeña

March 7, 2019

The Technical Education and Skills Development Authority (TESDA) is assuring the public that 100% of their requests and complaints are addressed as quickly as possible.

“The complaints were transmitted to the concerned TESDA offices for appropriate actions and all those were immediately acted upon. I am happy to report that TESDA achieved 100% resolution of complaints received," according to TESDA Director General, Secretary Isidro S. Lapeña.

The agency earned a “Very Satisfactory” rating from its clients in 2018 for speedy resolution of issues and quick responses to requests.  

It was also in 2018 that TESDA was commended by the Assistant Secretary of the Presidential Complaint Center (PCC) for the agency’s outstanding customer service performance, particularly in Region III in September and Region XII last October.

Based on a summary report by the TESDA Customer Satisfaction Committee for January 2019, some 6,442 client feedback, complaints and requests have already been addressed or resolved.

These were received through different modalities such as telephone calls, short messaging system (SMS), emails, mails, Public Assistance and Complaint Center (PACC), Civil Service Commission Contact Center ng Bayan (CSC-CCB), 8888 Citizens' Hotline and Complaint Center, and the Presidential Complaint Center (PCC).

Of the mentioned number of client feedback, 3,008 came from text messages; 1,344 were received through telephone calls; 456 emails; 954 via Facebook; and 683 from the PACC.

“Mahalaga ang feedback ng ating mga kababayan. Ang mga rekalamo ng ating mga stakeholders, kahit anonymous, ay binibigyang-pansin ng TESDA. This is one way of improving the quality of service given by TESDA. I have reminded our officers to handle all complaints efficiently through our Customer Satisfaction Management System Procedures Manual,” explained Lapeña.

Lapeña added that client complaints and feedback are essential to further improve the quality of service provided by TESDA.

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