National Telecommunications Commission(NTC)

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Date: Sept. 29, 2020, 10:38 a.m.

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Date: 2020-10-07 08:45:19.000000

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Date: 2020-10-07 14:49:14.000000

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Smart Complaint

Published by National Telecommunications Commission(NTC) on Sept. 29, 2020.
Requested from NTC by K. Acusar at 10:38 AM on Sept. 29, 2020.
Purpose: Complaint on Smart Telco
Date of Coverage: 07/01/2018 - 09/29/2020
Tracking no: #NTC-973812187694

J.YARRA Sept. 29, 2020, 10:38 a.m.

Hi, I would like to seek assistance for the bad experience I had with Smart. I signed up for LTE Data plan last April 2018. Starting June 2018, I experienced a bad data service, receiving .5 mbps to 1.5mbps only. After numerous contact with their support, and being passed from one department to another, it is still not resolved. Due to the worst service, I stop paying my bills around Dec 2019 or January 2020 as I raised another complaint but still they cut my line and they didn’t bother to resolved. Help pls, nagbabanta at ginigipit ako ng Law firm na tumatawag sakin dahil sa Smart.

D.DAQUIOAG Oct. 7, 2020, 8:45 a.m.

October 7, 2020 Dear Juan Miguel, Thank you for your request dated Sep 29, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Smart Complaint. We received your request on Sep 29, 2020 and will respond on or before Oct 20, 2020 10:38:11 AM, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://zcwd20190208-dot-efoi-ph.appspot.com/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy05NzM4MTIxODc2OTQM, for request with ticket number #NTC-973812187694. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Oct. 7, 2020, 2:49 p.m.

October 7, 2020 Dear Juan Miguel Yarra, Greetings! Thank you for your request dated Sep 29, 2020 10:38:11 AM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request You asked for Smart Complaint. Response to Request You have filed a complaint about the telecommunications services of the Smart Company and not a request for information in this portal. However, may we advise you to file it at Consumer Welfare and Protection Division (CWPD) at National Telecommunications Commission BIR Road East Triangle, Diliman Quezon City or before you proceed to our office please call at the following contact numbers: 8-9213251 & 8-9267722 for further information. 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, Deputy Commissioner Edgardo Cabarios FOI Decision Maker

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