National Telecommunications Commission(NTC)

Hi I would like to request information regarding below.

Converge ICT is not giving my monthly billing statement or monthly SOA ever since I started my service with them from November 15 2021. I'm paying my monthly service but they are not providing my billing statement whether soft copy nor hard copy.

1.) I would like to know where and what government agencies I can go to to file a formal complaint to Converge ICT.

2.) I would like to know the process of making a formal complaint to Converge ICT.

Thank you

May 24, 2022

Dear Mr. Jabrel Fronda,

Greetings!

Thank you for your request dated May 21, 2022 01:26:30 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Response to your request

This office determined that your request is a frontline service transaction and not considered an FOI request. However, to extend our services, please be informed that the NTC has no capability to locate the stolen/lost cellphone and also the Sim Card number of the sender/s of the illegal, scam, and threat messages. 

For the lost/stolen cellphone unit, we suggest that you file a request for the blocking of the stolen/lost cellphone unit. If it is also a complaint regarding telecommunications, radio/TV broadcast, cable services, and after fifteen(15) workings days that there is no action taken by the concerned companies to your complaint, you may file your request/complaint to the following contact details:

You may file your request/complaint at Consumer Welfare and Protection Division (CWPD) at National Telecommunications Commission, BIR Road East Triangle, Diliman Quezon City. Due to the challenges that we are facing now, we advise you to call first the office at 8-9213251 & 8-9267722. It is available from Monday-Friday 8:00 AM-5:00 PM or email at [email protected]. Or you may visit the website of the NTC offices at www.ntc.gov.ph. You may navigate the addresses of the offices closer to your location for you to be guided accordingly.

By calling the above numbers, the frontline services staff will give you further instructions and all the requirements for them to easily facilitate your request/complaint.

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).

Thank you.

Respectfully yours,


DIVINA DAQUIOAG
FOI Officer