Republic of the Philippines NATIONAL POLICE COMMISSION

NATIONAL HEADQUARTERS, PHILIPPINE NATIONAL POLICE DIRECTORATE FOR INVESTIGATION AND DETECTIVE MANAGEMENT

Camp BGen Rafael T Crame, Quezon City

/020-os INVESTIGATIVE DIRECTIVE No.: 2020-02

MAY 2 7 2020

PNP ONLINE COMPLAINT DESK "e-ReklaMo"

1. REFERENCES: a. PNP Memorandum Circular on Crime Incident Recording System dated

April 10, 2014; and b. PNP Operational and Administrative Procedures in Response to "New

Normal."

2. RATIONALE:

The Philippine National Police, as the country's premier law enforcement agency, is organized for the purpose of facilitating the attainment of its goals and objectives which call for an effective. efficient, and streamlined crime prevention and crime solution measures that are responsive to global situation and trends.

In the aspect of Crime Solution, the office primarily responsible in ensuring that the organization's mandate is being undertaken efficiently is the Directorate for Investigation and Detective Management (DIDM). The office makes sure that the investigation services of the PNP are capable of adapting to modern trends and responsive to the needs and demands of the society.

In light of the recent global health emergency, minimum health standards and social decorum must be aligned to all processes and must be strictly observed to prevent the proliferation of COVID-19.

To ensure that the organization's commitment for an improved crime solution efficiency is still attained even during the observance of the "New Normal," and to ensure that all investigation services are carried out and targets are still attained notwithstanding the current global situation, a policy must be established.

3. SITUATION:

Because of the COVID-19 pandemic, the Government has established the New Normal," which set health standards and societal protocols for the protection of

the citizens and prevent the spread of COVID-19.

One of the essential and crucial parts of investigation is the complaint. Hence, the DIDM must establish modern ways to bring PNP's investigation service closer to the public to further realize the organization's mandate.

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At present, all complainants must go to the nearest police station to lodge their complaints, which may post further risk to the complainant by being infected by COVI D-1 9.

Considering the present guidelines established by the Government in connection with the "New Normal" brought about by COVID-19 pandemic; and in line with the changing times especially with the availability of new technology such as smartphones and social media platforms like Facebook, this Directorate has devised an alternative way to receive complaints without having to physically appear in the police station.

"e-ReklaMo" is an alternative way for complainants to lodge their complaints with the use of Facebook Messenger as the main platform. Police stations will be accepting complaints through their respective official Facebook Page and initially process gathered information following the guidelines set forth in this policy.

The term "e-ReklaMo" is a portmanteau of i-reklamo and mo words which when read in Filipino language sounds like "i-reklamo mo." The term encourages everyone from all social classification to lobby their complaints through the said platform.

Through this method, the processes will be shortened, and complaints will be filtered whether it will fall under general investigation, women and children matters, concerns against erring PNP personnel or those within the jurisdiction of the Katarungang Pambarangay.

The "e-ReklaMo" shall be established as part of the "New Normal" which conforms to new societal standards and in effect will be beneficial to both the PNP and the Filipino people.

4. PURPOSE:

This Investigative Directive sets forth the guidelines and procedures in the receipt of complaints through the Online Complaint Desk "e-ReklaMo."

5. DEFINITION OF TERMS:

a. Confirmation of Incident — involves dispatch of PNP personnel to the location where the complaint allegedly happened to verify the veracity that such incident really transpired.

b. Electronic Complaints — complaints that are lodge through videocall via Facebook Messenger.

c. e-ReklaMo Duty Desk Officer — a duty PNCO for general investigation, WCPD, and Pre-charge investigation who is posted to receive complaints through the official Facebook Messenger account of the Police Station.

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d. Facebook Account - is an individual's personal account, where he or she can post updates, upload photos, share videos, maintain a friends list and provide personal information.

e. Facebook Messenger - is a mobile app that enables chat, voice and video communications between the social media site's web-based messaging and smartphones.

f. Facebook Page - is a public profile specifically created for businesses, brands, celebrities, causes, and other organizations. Unlike personal profiles, pages do not gain "friends," but "fans" - which are people who choose to "like" a page.

g. New Normal - the resumption of economic and social activities with established standards and protocols that would simultaneously protect the vulnerable from the disease and prevent transmission from carriers of the virus, while ensuring the restoration of livelihood opportunities and source of income for all.

h. Netiquette - is the set of professional and social etiquettes practiced and advocated in electronic communication over any computer network. Common guidelines include being courteous and precise, and avoiding cyber-bullying. Netiquette also dictates that users should obey copyright laws and avoid overusing emoticons.

Verification of Complaint — a step in the process of lodging a complaint where the complainant will show any valid ID during recorded videocall.

6. GUIDELINES:

a. Implementation: 1) The "e-ReklaMo" shall be adopted by all PNP investigation units as one

of the organization's approach towards the "New Normal"; 2) Pilot testing of the PNP "e-ReklaMo" shall be implemented in police

stations of NCRPO; and 3) After a month of its pilot implementation, the "e-Reklamo" shall be

eventually implemented nationwide as part of the new normal.

b. General Guidelines:

1) The "e-ReklaMo" shall serve as an alternative way for people to lodge their complaints online;

2) The "e-ReklaMo" shall utilize the Facebook Messenger application as its main online platform to receive complaints;

3) Police stations shall create their respective official Facebook Page with the identity of their office, which will be used for PNP Online Complaint Desk;

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4) Women and Children Protection Desks (WCPDs) of pilot police stations shall create a separate Facebook Page with their office identity where women and children related complaints shall be lodged;

5) Pre-charge investigation offices in PROs, PPOs, CPOs, and Districts shall create their respective Facebook Page with their office identity where complaints against PNP personnel shall be lodged;

6) PCI e-Reklamo Desk shall be established in PROs, PPOs/CPOs, and CPS/MPS/PS;

7) Electronic Complaints or complaints received through "e-ReklaMo" shall be treated as regular complaints;

8) Online Complaints shall be accommodated through recorded videocall to verify the complainant's identity;

9) Duty desk officer shall serve as the e-Complaint attending officer; 10)All WCPC-related complaints shall be received by the duty WCPD

personnel; 11)All complaints against PNP personnel shall be received by a designated

e-ReklaMo personnel in PROs, PPOs, CPOs, and Districts; 12)Police stations shall utilize their existing computer sets to include

camera, headphones with microphone (for purposes of videocall) and separate printer for printing of documentary evidence to be submitted by the complainants;

13)A separate logbook shall be used to log complaints received through the "e-ReklaMo" for general investigation. Only after validation of the complaint will it be encoded in CIRAS and written in the police blotter (blue blotter book);

14)Separate logbook and computer sets shall be utilized for WCPC related complaints, following protocols for police blotters (blue and pink) to ensure privacy of information of RA 9262 victims; and

c. Specific Guidelines

1) Receipt of Calls and Processing of Complaints a) Duty Desk Officer shall ensure that video recording is turned on

before answering a Facebook videocall; b) Duty officer shall observe computer etiquette or "netiquette"; c) Upon receipt of the call, the e-ReklaMo desk officer or WCPD officer

shall inform the complainant of the former's rank, name, and the police station the complainant is calling. The e-Reklamo desk officer shall then inform the caller that the conversation is being recorded and shall solicit the approval of the complainant before proceeding in collecting any information or data. A standard opening statement shall be used by all desk officers on duty:

"Good Morning/Good Afternoon/Evening, Sir/Ma'am, this is (name of duty PNCO) of (police station). This videocall is being recorded for legal purposes but will be kept confidential to protect your privacy under existing laws and policies. Do you still wish to proceed in lodging your complaint?"

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"Magandang Umaga/Hapon/Gabi, Ako po ay si (ranggo at pangalan ng pulls) ng (stasyon ng pulls). Ang pag-uusap po na ito ay naka-record upang gamitin sa legal na layunin. !to ay mananatiling kompidensyal upang maprotektahan ang iyong karapatan ayon sa batas at polisiya. Nais mo pa bang ipagpatuloy ang pag-uusap na ito hinggil sa iyong reklamo?;

d) The desk officer shall then ask the nature of the complaint: (a) If the complaint is under general investigation, the desk officer

shall proceed in collecting relevant information; (b) If the complaint involves women and children, the desk officer

shall refer the complainant to the WCPD Facebook Page of their police station;

(c) For WCPD complaints involving minor complainants, the duty WCPC officer shall require the presence of the minor's parent's or legal guardian/s during the videocall;

(d) If the nature of complaint is under the jurisdiction of Katarungang Pambarangay, the duty desk officer shall refer and advise the complainant to go to the Barangay authorities to lodge his/her complaint at his/her barangay; and

(e) For complaints against erring PNP personnel, the duty desk officer shall refer the complaint to the Pre-charge Investigation and Evaluation Office's Facebook Page for proper disposition in reference to para 6 a.5 and a.10 of this ID.

e) The duty Desk Officer/WCPD officer/Pre-charge Investigation Officer shall collect the following information from the complainant and record it in a separate logbook intended only for electronic complaints: (a) Date and Time; (b) Nature of Complaint; (c) Complete Name of complainants; (d) A brief 5 W, 1H of the incident but not in a long narrative form;

and (e) Disposition;

f) For verification of the complainant's identity, the duty officer shall ask the complainant to show the front and back face of his/her valid IDs during the videocall; and

g) After recording the complaint, the duty officer shall inform the complainant that his/her complaint is still subject for validation and upon verification, he/she will be advised to proceed to the police station to formally file the complaint.

2) Safekeeping of Video files a) All Duty Desk Officers shall ensure that all e-Complaints videos are

recorded; b) Video files shall be stored and secured in a device that cannot be

accessed by unauthorized personnel to avoid tampering of law enforcement related files; and

c) All Video files shall be renamed following the format:

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For General Inves:

GI_Date_Name of Complainant (Last, First, Middle)_Nature of Case_lnitial of Duty Officer

Ex: GI 20200517 Dela Cruz, Juan _Theft PMSgABC

For WCPC Complaints:

WCPD_Date_Name of Complainant (Last, First, Middle)_Nature of Case_Initial of Duty Officer Ex: WCPD_2020051 7 Dela Cruz, Juan_Rape_PMSgABC

d) Access to videos involving WCPD complaints shall be limited to the attending WCPD personnel, WCPD investigator and the complainant or any other authorized person;

e) There shall be no deletion of videos recorded in the process of receiving e-Complaints.

7. Responsibilities

a. Directorate for Investigation and Detective Management (DIDM) 1) Responsible for the strict monitoring of the implementation of this ID

down to the lowest PNP unit through the Case Monitoring Division (CMD);

2) Ensure that the guidelines set forth by this ID are properly followed and applied by pilot PNP units specified herein, with investigation function; and

3) Perform other tasks as directed.

b. Police Regional Offices (PROs) 1) Ensure the proper dissemination and compliance of this ID to up to the

lowest PNP units;

2) Monitor compliance of lower units; and

3) Perform other tasks as directed.

c. Police Provincial Offices (PPOs)/District Offices/City Police Offices (CPOs) 1) Ensure the proper dissemination and application of this ID to all lower

units;

2) Coordinate with Provincial/District/City PIO for proper implementation of this ID within respective office;

3) Monitor compliance of specified lower units; and

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4) Perform other tasks as directed.

d. Chief of Police/Station Commanders 1) Supervise, monitor, and ensure the proper application of the guidelines

set forth by this ID; and

2) Perform other tasks as directed.

8. PENAL CLAUSE:

Any violation of this ID shall be dealt with accordingly pursuant to existing laws, rules and regulations. All Unit Commanders shall be included in the investigation under the principle of Command Responsibility.

9. REPEALING CLAUSE:

Any provision of issuances, memoranda, rules and regulations issued by this Directorate inconsistent herewith are deemed repealed or amended accordingly.

10. EFFECTIVITY:

This Investigative Directive shall take effect immediately upon approval.

Distribution: All RDs, PROs All Dirs, NSUs

Copy Furnished: PNP Command Group D-Staff P-Staff

ELMO F ARONA Police Major The Director f•r Investigation and Detective M. agementitt,

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