National Telecommunications Commission(NTC)

To whom it may concern;

I would like to raise a serious complaint against Globe telecom as it is more than two weeks now that I do not have the internet connection.

Account no.: 922616308
Customer name: Rusell Carcasona
Company who had done the installation: Ng Kai Development Corporation

The connection was disconnected before my billing due date, however full amount was paid before the due date.

I was told by the agent it could be defect on the modem which was installed by Ng Kai Development Corporation. I had requested a technical thru the Globe app which has not arrived until date.

August 17, 2022

Dear Ms.Carcasona,

Greetings!

Thank you for your request dated Aug 16, 2022 01:46:23 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked this office to assist you in your complaint against Globe telecom for Internet Connection.

Response to your request

This office determined that your request is a frontline service transaction and is not considered an FOI request. However, to extend our services, please be advised that you may file your complaint to the following contact details:

Consumer Welfare and Protection Division (CWPD)
National Telecommunications Commission, 
BIR Road East Triangle, Diliman Quezon City. 
Telephone Number :  02-89213251 or 02-89264464 & 89267722
Email address : [email protected]

Due to the challenges that we are facing now, we advise you to call first the above telephone numbers. It is available from Monday-Friday 8:00 AM-5:00 PM.

For your convenience, you may also visit the website of the NTC at www.ntc.gov.ph, for you to locate the addresses of the NTC Regional Offices closer to your location.

Further, for your future transaction, you are advised not to disclose the IMEI No. of your lost cellphone in this portal but you may submit it directly to the concerned NTC Regional office or service center for your request for blocking.

For lost/stolen cellphone unit/s, the following are the requirements:

1. Duly accomplished and notarized AFFIDAVIT OF
OWNERSHIP AND LOSS WITH UNDERTAKING [Form No. NTC
1-24]
Note: The Affidavit of Loss must indicate the IMEI of the
mobile phone and/or the SIM to be blocked.

2. Proof of Ownership, ANY of the following:
    2.1 Copy of Official Receipt of the mobile phone
    2.2 Box of the mobile phone with International Mobile Equipment 
           Identity (IMEI)
    
3. Copy of valid Identification
    3.1 Any government-issued ID or Passport
    3.2 For students, school ID
    3.3 For cases when ID is not available, Birth Certificate OR NBI 
          Clearance

Supporting Documents for Representative(s)
1. Authorization letter duly signed by the applicant and valid ID of the authorized representative.

Your right to request a review:

If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to:

GAMALIEL A. CORDOBA
Commissioner
[email protected]
National Telecommunications Commission
BIR Road East Triangle Diliman Quezon City

Your review request should explain why you are dissatisfied with this response and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request.

If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).

Lastly, we would also encourage you to click the link below for our Feedback Survey, for us to know how we assisted/served you.

https://forms.gle/X94UR3zqsJjMQvTPA

Thank you.

Respectfully yours,


DIVINA DAQUIOAG
FOI Receiving Officer