The Department of Social Welfare and Development (DSWD) is open to any complaints regarding its disaster response services through the Disaster Response Assistance and Management Bureau’s (DReAMB’s) e-Reklamo platform. This is a web based complaints management ticket system platform designed to accommodate any sort of grievances on the DRRM services. DRRM is the country’s Department’s Disaster Risk Reduction and Management.
Complaints can also be sent through other ICT channels such as SMS using the following syntax
Text DSWD <space> ereklamo <space> Name of Complainant <space> Location <space> Detailed complaint or Message and send to 3456 (any network)
Each text message costs P1.
You can also email your complains to
The Disaster Response Operations Monitoring and Information Center (DROMIC) is a division of the Disaster Response Management Bureau (DRMB). It is responsible for the gathering, curating, consolidation, presentation, and dissemination of information related to all phases of Disaster Response undertaken by the Department.
Further reading, https://dromic.dswd.gov.ph/e-reklamo/
In order to manage related complaints regarding DSWD’s services and to provide you a better service, the DSWD DREAMB is utilizing this complaints management ticket system.
Every complaint is assigned a unique ticket number that you can use to track the progress and responses online. For your reference, they provide complete archives and history of all complaints and resolution.
A valid email is required when you use the system to file your complain, which only involve the following steps
Open a new ticket – Provide as much details as possible to help them best assist you. To update a previously submitted ticket, you have to login. Just click the Open A New Ticket button of this page
Check the ticket status – They provide archives and history of all your current and past support requests complete with responses. Just click the Check Ticket Status button of the page.
The DSWD is not open to receiving any complaint regarding its response services through the eReklamo, which makes it possible for the department to closely monitor the response efforts of the local government units. They welcome feedback from the general public regardless it be a complaint or a compliment.
They want a better, stronger, more efficient DSWD that is able to respond faster to the welfare needs of the Filipino people when they need it most. The platform is their way of knowing the quality of their services for continual improvement.
For example – selling and buying of relief goods is punishable by imprisonment of up to 12 years. DSWD reiterated that selling and buying for consumption or resale of the department’s family food packs and other relief supplies intended for distribution to disaster victims is prohibited under RA 10121 or the Philippine Disaster Risk Reduction and Management Act of 2010.
DSWD does not tolerate and strongly condemns the selling and buying of the department’s relief goods. Those who commit such acts will be held liable and will be penalized under the law.
Section 19 of RA no. 10121 prohibits the selling of relief goods, equipment, or other aid commodities intended for distribution to disaster victims. It also prohibits buying, either for consumption or resale, of relief supplies both from disaster relief agencies and from the recipient disaster-affected persons.
Other prohibited acts include preventing the entry and distribution of relief goods in disaster-stricken areas; diverting or misdelivery of relief goods; forcibly seizing of the goods intended for a specific group of victims or relief agency; and accepting, possessing, using or disposing of relief supplies not intended for nor consigned to a person.
The prohibited acts further include misrepresenting the source of relief goods either by covering or replacing the labels, repacking the goods into containers with different markings, or by making a false verbal claim that the goods came from another agency or persons; and substituting or replacing relief goods, equipment or other aid commodities with the same items of inferior or cheaper quality.
Under the law, those who commit any of the prohibited acts face a fine ranging from P50,000-P500,000 or imprisonment of six years up to 12 years.