Dear eFOI user,
Thank you for your request dated Dec. 11, 2024, made under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.
Based on our further evaluation of your request, this office recognizes it as a consumer frontline service transaction that should be addressed to the NTC Consumer Welfare and Protection Division. However, in guiding you on how to lodge your complaint, please be informed that NTC does not have the capability to identify, track or ascertain the details of the lost/stolen cellphones and SIM cards. Our role is confined to reporting such incidents or complaints to the relevant Telecommunications Companies (TELCOs) for subsequent blocking or appropriate action. For more comprehensive assistance, please follow the guidelines below for you to report the lost cellphone for blocking of the concerned TELCOS:
- Do not disclose the IMEI Number of your lost/stolen cellphone unit and SIM Number in this portal;
- You may file or submit your complaints to the following sites provided below:
a. Lost/Stolen cellphone or SIM Number; download this site https://ntc.gov.ph/request-for-blocking-loss-sim-card/;
b. Complaints on text scam/text spam; download this site https://ntc.gov.ph/text-spam-spam-report/;
c. Complaints on Illegal and threatening messages; download this site https://ntc.gov.ph/text-spam-spam-report/;
d. Complaints regarding poor services of TELCO Providers/Cable station/TV Broadcast station services and PTEs unfair billing statement; download this site https://ntc.gov.ph/telco-complaint/;
3. Here are the step by step guidelines in reporting text scam : https://ntc.gov.ph/wp-content/uploads/2023/kontra_text_scam/STEP%20BY%20STEP%20KONTRATEXT.pd
4. For the request of blocking of lost cellphone unit,
Upload the following required files:
A) Copy of Valid Identification - Any government-issued ID - For students, School ID. For cases when ID is not available, Birth Certificate OR NBI Clearance
B) Affidavit of Loss and undertaking form;
C) Email to this address: [email protected] or call Telephone Number:
02-89213251: 02-89267722: 02-89204464; or you may visit the nearest
regional office by searching their addresses at www.ntc.gov.ph under the
menu Regional Office.
5. For complaints and concerns related to SIM registration, you may contact NTC's 24/7 consumer hotline 1682 or DICT's complaint center hotline 1326 for that matter;
6. For concerns regarding replacement of your registered SIM Number, you report personally to the respective TELCO Provider;
7. For further inquiries regarding telecommunications services, you may visit our website at www.ntc.gov.ph or to the office address below:
Consumer Welfare and Protection Division (CWPD)
National Telecommunications Commission,
Senator Miriam Defensor-Santiago Ave., East Triangle, Diliman, Quezon City
Telephone Number: 02-89213251: 02-89267722: 02-89204464
Email address: [email protected]
For your convenience and further details, you may call first the above telephone numbers, it is available from Monday-Friday 8:00 AM-5:00 PM.
Your right to request a review:
If you are dissatisfied with our response to your FOI request, you have the option to request an internal review. To initiate this process, kindly submit your written appeal for review addressed to:
THE HONORABLE COMMISSIONER
National Telecommunications Commission
Senator Miriam P. Defensor-Santiago Ave., East Triangle, Diliman, Quezon City
Please provide a detailed explanation of your dissatisfaction with our response within fifteen (15) calendar days from the date of receiving this response. We will conduct the review and communicate the result within thirty (30) calendar days from the receipt of your review request.
If you remain unsatisfied with the review, you have the right to appeal to the Office of the President under the Administrative Order No. 22, s. 2011.
To help us improve our services, we would also encourage you to copy the link below and open it to your URL or address locator for you to access and answer the Feedback Survey, for us to know how we assisted/served you.
https://forms.gle/X94UR3zqsJjMQvTPA
Thank you.
Respectfully,
DIVINA N. DAQUIOAG
FOI Receiving Officer
National Telecommunications Commission
