At the heart of the company’s operation is the clients’ welfare. This is enshrined in the one of the Universal Standards of Social Performance Management which is “Treat Clients Responsibly” and the last principle of Client Protection “Mechanisms for Complaint Resolution.”
In line with this mandate, Pagasa has committed to ensure that practices in the field reflect the principles and the objective of protecting clients from abuse of any kind. Thus, Pagasa treat client complaints seriously.
The following are the steps being taken by Pagasa in dealing and resolving complaints:
- Complaints boxes are set up in all its 251 branches nationwide. Once a month, all complaints collected from the branches are sent to the Head Office by our Support Engineers for the Committee to review and discuss.
- Compliant Hotline. Pagasa has several hotlines dedicated to receiving complaints from the borrowers. These numbers are posted in the branches for the borrowers to see. This is written in an instruction poster on how complaints are to be submitted.
- Creation of the Complaint Resolution Committee. The committee, composed of 2 Execom members and 2 Head Office staff deals with complaints sent from the branches and received via phone calls, emails, etc. Once a month, and when the need arise, the Committee meets to discuss and deliberate on complaints filed against Pagasa employees.
- Discussion of complaint resolution mechanisms during loan orientation and group meetings. It is part of the mandate of the field staff to discuss about complaint resolution. This is to ensure that the borrowers are well aware of their rights as clients.
For complaints, the borrowers and clients may contact these numbers:
Smart: 09985828262 / Globe: 09178574374