The Department of Information and Communications Technology (DICT) said it recorded 18,553 consumer complaints following the introduction of its 1326 hotline, up 172.8% from the 6,800 complaints reported before the hotline was implemented.
The figures, cited in the DICT Consumer Complaint Center’s (CCC) FY 2026 performance report, cover complaints involving delayed or undelivered parcels, compromised online accounts, suspected scams, weak Internet signals, and service interruptions.
The report also claimed a 100% resolution rate for both periods, although the figures should be considered in light of the reporting periods and complaint channels covered.
The 1326 hotline provides consumers with a dedicated channel to seek assistance without having to visit government offices or determine which DICT unit handles their concerns.
The Cybercrime Investigation and Coordinating Center (CICC), an agency attached to the DICT, manages the hotline. The CCC also receives complaints through email at [email protected] and walk-in services.
Beyond receiving complaints, the CCC assesses and classifies concerns, documents them, refers them to the appropriate government office or agency, and monitors their progress.
Delivery-related complaints may be referred to the Postal Regulation Division, while concerns involving government digital services, including the eGovPH Super App, may be directed to the eGovernment unit.
Connectivity complaints may be referred to the Free Wi-Fi for All Program or other responsible DICT units. Cyber-related complaints may be directed to the CICC or other appropriate authorities.
The DICT said the system is intended to help consumers navigate government complaint channels and reach offices authorized to address their concerns.
Feedback cited by the agency included reports of recovered social media accounts, delivered parcels, and restored internet connections.
One complainant confirmed that their Meta accounts had been restored following assistance from the DICT and CICC.
Another consumer reported receiving two delayed packages after seeking assistance. A separate consumer reported that their Internet connection had returned.
Before the hotline was introduced, consumers typically raised concerns through walk-in visits, the DICT’s general trunkline, or emails to the agency’s general inbox and individual units.
The 1326 hotline added a dedicated channel for complaints, while the CCC’s referral and monitoring functions help direct cases to the offices responsible for taking action.
Consumers may contact the CCC through [email protected] or its walk-in services, or use the CICC-managed 1326 hotline to seek assistance with complaints involving digital services, connectivity, cybersecurity, and other ICT-related concerns.
