Data Privacy Policy

This Policy applies to:

• Users who submit complaints, feedback or requests through the Portal; and
• Municipal personnel and authorized service providers who access Portal data for official functions.

This Policy covers personal data collected online via the Portal and related channels integrated with the Portal (if any), consistent with government platform integration.

The Portal enables:

• Submission of citizen complaints/feedback; and
• Real-time tracking of complaint status and action taken by the Municipality.

The Municipality maintains citizen feedback mechanisms integrated in its e-government platforms to improve transparency and service quality.

Depending on your use of the Portal, we may collect:

A. Identification and contact information

• Full name
• Mobile number and/or email address
• Address/barangay (if needed to route the complaint)
• Valid ID details (if required for specific complaint types or validation)

B. Complaint/transaction information

• Complaint description, attachments (photos, documents)
• Date/time of submission
• Tracking/reference number
• Office/department handling the complaint
• Actions taken, notes and resolution details

C. Technical information (minimal, for security and troubleshooting)

• Device and browser information
• IP address, access logs and timestamps

We only collect what is necessary to receive, process, act on and document complaints and service requests in accordance with government service standards consistent with R.A. No. 9485 otherwise known as the Anti-Red Tape Act of 2007.

We process personal data to:

• Receive, evaluate and act on complaints and service concerns;
• Route your complaint to the correct office and responsible personnel;
• Communicate updates, requests for clarification and resolution details;
• Provide complaint tracking and status visibility;
• Maintain records for accountability, audit and service improvement; and
• Generate aggregated service statistics and citizen feedback reports (without identifying individuals, unless necessary by law or authorized process).

Government offices are mandated to provide accessible complaint/feedback mechanisms and ensure prompt action on concerns coursed through public service portals.

Processing through the Portal is undertaken as part of the Municipality’s exercise of official functions and delivery of frontline government services, including complaint handling and feedback mechanisms required in service standards and citizen-facing channels under R.A. No. 11032 otherwise known as the Ease of Doing Business Act of 2018.

Where required, the Portal may also request your consent for specific optional features (e.g., receiving SMS/email updates), but core processing for complaint handling may proceed as necessary for public service delivery.

We may share personal data only on a need-to-know basis and only for legitimate government purposes, with:

• Authorized municipal offices and personnel assigned to investigate/resolve the complaint;
• Oversight or coordinating offices involved in government complaint handling channels integrated with the Portal (if applicable), consistent with inter-agency coordination requirements; and
• Service providers contracted by the Municipality solely to operate or secure the Portal, under strict confidentiality and data protection obligations.

We do not sell personal data.

Access to official records is subject to limitations provided by law, including privacy and confidentiality rules.

The Municipality follows published service standards (Citizen’s Charter) for frontline services and complaint handling, including maximum processing times, responsible personnel and complaint procedures.

Citizen’s Charter details are published and kept updated pursuant to government service delivery laws.

We retain personal data only for as long as necessary to:

• Resolve and document the complaint;
• Comply with audit, reporting and records requirements; and
• Defend the Municipality in case of administrative, civil or criminal proceedings arising from the complaint.

Retention periods may vary depending on the nature of the complaint and applicable government records rules. After the retention period, data is securely disposed of or anonymized.

We implement reasonable and appropriate organizational, physical and technical measures, including:

• Role-based access controls (only authorized personnel can access complaint records);
• Logging and monitoring of access and changes to records;
• Encryption in transit and (where feasible) at rest;
• Secure authentication for personnel accounts; and
• Regular updating and security hardening of the Portal and related systems.

Government platforms must be secure and compliant with privacy and security standards.

Subject to legal limitations and lawful government purposes, you may request:

• Access to your personal data submitted through the Portal;
• Correction of inaccurate or incomplete data; and
• Information about how your complaint data is being processed.

Requests may be subject to verification of identity and may be limited where disclosure would violate confidentiality, due process or other legal restrictions.

For citizen registration inquiries and issuance of an official Citizen ID, the Municipality currently requires in-person registration at the Municipal Hall for identity verification and proper documentation.

We may update this Policy to reflect improvements in services, security measures or changes in applicable rules. Updates will be posted on the Municipality’s official website and/or Portal.

Government offices are mandated to maintain interactive, updated websites and information portals, including citizen feedback mechanisms.

For service feedback and complaints on government services, the Citizen’s Charter must include complaint and feedback procedures and contact channels.