June 2, 2023
Dear Ms. Branggan,
Greetings!
Thank you for your request dated Jun 02, 2023 01:38:12 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.
Response to Request
As per evaluation in your request, this office finds it as a consumer complaint frontline service transaction and not an FOI request. However, to extend our services, please be informed that NTC has no capability to locate/track the stolen/lost cellphone also the sim numbers.
For further information, please take note of the following reminders:
For complaints on text scam, illegal and threatening messages you may visit the website at www.ntc.gov.ph for you to lodge your complaint;
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;
For postpaid subscribers you report personally the IMEI Number of your lost cellphone unit immediately to the concerned TELCO and also to the nearest NTC Office in your area;
Also for a complaint regarding poor services of TELCOs, radio/TV broadcast/ cable service stations and unfair billing statements, after fifteen(15) workings days that you filed your complaint to the concerned company and there is no action taken to your complaint, you may also report it to the contact details below or to the nearest NTC Office.
Consumer Welfare and Protection Division (CWPD)
National Telecommunications Commission,
BIR Road 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. You may also visit the website of NTC at www.ntc.gov.ph, for you to know the addresses of NTC Regional Offices closer to your location where you can lodge your complaints in relation to poor telecommunications services.
You are also advised not to disclose the IMEI No. of your lost cellphone in this portal but you may submit it directly to the concerned service provider or to NTC Office nearest to your location.
Further, for the NTC, to accept your request for blocking of lost/stolen cellphone, submit the following requirements:
1. Duly accomplished and notarized AFFIDAVIT OF OWNERSHIP AND LOSS WITH UNDERTAKING
[Form No. NTC 1-24] download at www.ntc.gov.ph
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:
The 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).
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 yours,
DIVINA N. DAQUIOAG
FOI Officer
