PROCEDURE OF FILING A COMPLAINT AGAINST POSTBANK OFFICERS, EMPLOYEES AND SERVICES PROVIDED

1. PPSBI, through the Customer Service Unit (CRU) shall acknowledge receipt of the Complaint and turn-over to Customer Relations Unit.
2. The Customer Relations Unit (CRU) shall send an acknowledgement receipt to Complainant not later than one (1) working day upon receipt of the Complaint if the
same is sent via e-mail.
3. CRU shall, within three (3) working days from receipt of the Complaint, transmit the Complaint to the concerned unit/officer/employee, copy furnished the President and CEO. Upon receipt of the complaint, the concerned unit/office/employee with
approval from the immediate supervisor shall inform the CRU if the complaint falls
either under simple or complex category.
4. If the complaint falls under simple complaint, the concerned unit/officer/employee shall submit within five (5) working days from receipt of the Complaint his/her Answer to the Legal Services Department (LSD) for review. If the complaint is complex, the Answer should be submitted within thirty (30) days from receipt of the Complaint.
5. The LSD shall review the Answer and return the same to the concerned unit/officer/employee for revision, if any, within three (3) working days from receipt thereof.
6. The concerned unit/officer/employee shall submit his final Answer to the President and CEO within two (2) working days after review of LSD.
7. The President and CEO shall then issue an Office Order (OO) indicating the official action taken. A copy of the OO shall be sent to the Complainant and the concerned unit/officer/employee or the LSD when applicable.
8. Both parties may file with the Office of the President and CEO a Motion for Reconsideration (MR) of the OO within 10 days from receipt of the said OO.
9. The OO shall become final after the lapse of 10 days from its issuance if no MR is filed, or 10 days after a final decision on the MR is rendered.