DSWD’s Website for a Better Management of Typhoon Victims’ Complaints


bagyong-lawinBy: Marites Badilla

N the previous years, the distribution of relief goods to the victims of typhoons have become subjects of massive of complaints of snail-pace and highly defective distribution system and rampant corruption.

Everybody knows that this practice has become an additional burden to the typhoon victims, or any calamity.

But, the concerned government officials kept on explaining through the media that committed no mistakes at all.

To end the wrong practice and never-ending problem of snail-pace distribution of relief goods and corruption, the Department of Social Welfare and Development (DSWD) revealed the creation of a website where the victims of typhoons and calamities could elevate their complaints on snail-pace delivery of relief goods.

Sec. Judy Taguiwalo said the victims’ complaints should be sent through the Disaster Response Assistance and Management Bureau  (DReAMB’s) e-Reklamo platform.

The e-Reklamo is a website of the complaints that is management ticket system designed to accommodate grievances on the Department’s Disaster Risk Reduction and Management (DRRM) services.

It may be accessed through the following ICT channels:

ereklamo.dswd.gov.ph website wherein each complaint is assigned a unique ticket number that can be used to track the progress and responses online.

A valid email address is required to use this system.

SMS using the following syntax:

–  Text DSWD<space>ereklamo<space>”Name of Complainant” <space>Location<space>”Complaint Message” and send to 3456 (any network).  Each text message is charged P1.00.

Email to ereklamo@dswd.gov.ph

Through this latest innovation, DSWD said in a statement that it is “closely monitoring the response efforts of local government units in order for the relief assistance to reach those who were affected by Typhoon Nina, not just in the form of FFPs, but in the form of other food and non-food items (FNIs), as well.”

“Issues, in terms of relief distribution, need to be closely coordinated with local governments by the Department through its concerned Field Offices (FOs),” DSWD pointed out.

“The DSWD welcomes feedback from the general public on their disaster response services it provides whether it is a complaint or compliment.  It is a way to gauge the quality of our services for our continual improvement,” according to Felino Castro V, DSWD DREAMB Director.

“We will also do our best to resolve these complaints, especially those that fall within our scope of work,” Castro said.

As DSWD established e-Reklamo, Taguiwalo vowed that the DSWD “will continue to improve its system of delivery so that it will be faster and efficient.”

DSWD will also strengthen its coordination with local government units so that social welfare programs and services – not only during times of disasters and emergencies – can be delivered to Filipinos in crisis situations, she said.

“What we want is a better, stronger, more efficient DSWD that is able to respond faster to the welfare needs of the Filipino people when they need it most. We know that the DSWD cannot do this alone: we need all the help and support that we can get from the public and LGUs, including barangays,” Taguiwalo said.

“We appeal to Filipinos to help strengthen the resilience of their communities and means of responding to emergencies so that the relief and recovery processes can also be faster and easier after the calamities have passed,” Taguiwalo added.



Studied Master of Public Administration. at UP Diliman Past: Philippine Christian University and Project 6 High School

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