Pag-IBIG Fund resolves all 8888 hotline calls, complaints reduced by 78%

MANILA, Philippines — Pag-IBIG Fund executives on Wednesday announced that all concerns received through the 8888 citizen’s hotline last year have been resolved as the agency continues to heed the President’s call for government institutions to improve the delivery of their services.

“In line with President Rodrigo Roa Duterte’s directive that all government agencies must be efficient and responsive to the people’s needs, we are happy to report that we have resolved all 2,196 calls from the 8888 hotline in 2019. Rest assured that we will continuously provide even better and more efficient service to our members as the months go by,” said Eduardo del Rosario, chairperson of the 11-member Pag-IBIG Fund Board of Trustees and Secretary of the Department of Human Settlements and Urban Development (DHSUD).

He emphasized that out of the 2,196 concerns received in 2019, only 26% or 575 were actual complaints. That number is 78% lower compared to the 2,582 actual complaints received by the agency in 2018. Del Rosario further noted that the number is even more impressive when related to the more than 27.71 million transactions received by the agency in 2019.

This drop in the number of complaints and the service improvements made by the agency were further affirmed by customer satisfaction surveys conducted in June 2019 and October 2019 by the Philippine Survey and Research Center (PSRC), which showed that 91% of Pag-IBIG members and employers were satisfied with the service provided by Pag-IBIG Fund.

Meanwhile, Pag-IBIG Fund Chief Executive Officer Acmad Rizaldy Moti said that the agency also received fewer 8888 calls last year, from 5,075 in 2018 down to 2,196 in 2019.

“If we look at the numbers, we can see a 57% decline in the number of calls. Meaning, there was a vast improvement of service in a span of just one year. And, as we look deeper, we can see that the type of calls also improved. In 2018, 51% of the calls were complaints. But in 2019, only 26% of the calls were complaints,” Moti said.

He added that numbers are expected to improve further in 2020. In January, the agency received 120 calls from the 8888 hotline. Out of the 120 concerns, only 29 or 24.17% were complaints while 88 or 73.33% of the calls were requests for assistance and simple inquiries. The rest of the calls were commendations.

“It’s still early but we are confident that calls made through the 8888 hotline will continue to drop, especially with the availability of the Virtual Pag-IBIG, our online service portal which is basically a Pag-IBIG Fund branch that never closes and is always accessible. Members can now check their records and loans status, and do their transactions online, anytime, anywhere via the Virtual Pag-IBIG. And with our new and improved system, we can now process cash loans in less than 2 days. So, whether you are online or offline, you can expect better service from Pag-IBIG Fund,” Moti said.