As part of strengthening its enforcement function, the Standards Bureau (SB) hosted the Knowledge Sharing Session Cum Kumustahan with its staff and personnel from the DSWD Field Offices’ Standards Sections on the Draft Handling of Complaints Manual held at the Best Western Plus Hotel Subic in Subic Bay Freeport Zone, Zambales from October 22 to 24, 2025.

The activity aims to update and strengthen the Handling of Complaints Manual to standardize procedures, process, promote evidence-based decision-making, and reinforce the enforcement of existing laws and regulations against non-compliant and/or erring agencies and organizations.

In her message, Assistant Secretary for Regulatory Services, and Institutional Development Group (RSIDG) Janet P. Armas, CESO IV highlighted that the manual will help institutionalize the process of the Bureau for receiving, investigating, and resolving complaints filed by the public, beneficiaries, or stakeholders against erring social welfare and development agencies (SWDAs).

“This three-day workshop directly addresses the Department’s commitment to accountability, transparency, and quality service delivery as a public trust agency. This will ensure that you are fully prepared to transform every valid complaint into a process that delivers accountability, good governance, and justice,” Asec. Armas shared.

Pursuant to DSWD Memorandum Circular No. 18, series of 2024, the DSWD continues to uphold its mandate to ensure that complaint management serves as a mechanism for transparency, accountability, and quality service delivery among SWDAs. (MGCBA)