MANILA, Philippines—QCitizen Helpline 122 now offers more than just an emergency hotline.
Helpline 122 started as an emergency hotline in 2016, but now it also takes complaints and feedback from residents and visitors to improve further the services of the Quezon City government.
“We hope that through our reinforced Helpline 122, we can encourage QCitizens to participate and air their concerns on the city’s affairs for us to improve and provide value-added public service,” Mayor Joy Belmonte said.
In addition, it has a non-voice counterpart, helpdesk@quezoncity.gov.ph.
Helpline 122 offers various services, including emergency assistance, COVID-19-related services, social services assistance, and reporting of domestic violence. Additionally, a new ticketing system has been implemented to consolidate all the cases and details of the reports, ensuring that every complaint is appropriately addressed.
Carlos Verzonilla, Action Officer of the Quezon City Citizen Services Department, confirmed that the city manages contact center Helpline 122 24/7, from Mondays to Sundays.
“Aside from the call taker agents reporting physically in our office, we have also activated our centers’ work-from-home setup so that we can accommodate more calls and emails,” Verzonilla said.
The hotline and official email serve as additional feedback channels where citizens can report allegations of inefficient and corrupt practices within the city’s jurisdiction.
The Quezon City Police District and Bureau of Fire Protection also have direct lines integrated into Helpline 122 to ensure the implementation of their three-minute response time policy.
Belmonte’s 14-point agenda emphasizes the need to “listen to our citizens and understand what they need.” The enhanced Helpline 122 is a realization of this agenda, providing better public service to the residents and visitors of Quezon City, she said.