Feedback and Complaints

Client may send feedback through any of the following means:

1. For on-site transactions: Accomplish Feedback Form that is available at the Public Assistance and Complaint Desk (PACD) and at the University Visitor’s Lounge. Filled up form should be placed inside the Client Feedback Drop Box.

2. For online transactions: Send feedback through the email address eodb.feedback@pup.edu.ph

3. For over the phone transactions: call up any of the following numbers:

   • Office of the Vice President for Administration (8-716-8979)

   • Office of the Vice President for Academic Affairs (8-713-3532)

   • Office of the Vice President for Student Affairs and Services (8-715-7760)

   • Office of the Vice President for Branches and Satellite Campuses (8-716-6307)

Feedbacks are processed in the following manner:

1. For feedback received through the Feedback Form:

a. The Feedback Drop Box is opened every Friday (Saturday, if Friday is a public/non-working holiday);

b. All filled-up Feedback forms are sorted and endorsed to concerned sector/office for the preparation of answer/s, if needed;

c. Answer/s to feedback are sent to the Sector Head for review and approval of the answer;

d. Within five (5) working days upon receipt of the feedback, answer/s are sent to the client using the contact details provided to PUP. Concerned office should also provide in the response letter itscontact number, in case the client wants to make a follow up.

2. For feedback received through email:

a. Acknowledge receipt of the email and advise the client that his/her concern, if needing answer, will be endorsed to the concerned sector/office; otherwise, email recipient will thank the client for sending his/her feedback;

b. Concerned sector/office prepares the answer/s to the issues/concerns raised in the feedback;

c. Sector head reviews and approves the answer/s;

d. Within five (5) working days upon receipt of the feedback, send reply to the client via email or postal mail. Concerned office should also provide in the response letter its contact number, in case the client wants to make a follow up.

3. For feedback received over the phone:

a. Recipient of the call takes note of the issue/concern raised in the feedback, get contact details of the caller and thank the client for the sending his/her feedback;

b. Endorse the issue/concern raised in the feedback, if needing answer, to concerned sector/office;

c. Concerned sector/office prepares the answers;

d. Sector head reviews and approves the answer/s;

e. Within five (5) working days upon receipt of the feedback, send reply to the client via phone, email or postal mail. Concerned office should also provide in the response letter its contact number, in case the client wants to make a follow up.

Client may file a complaint by submitting a letter or affidavit of complaint against an employee or official of PUP, via email 837 (complaints@pup.edu.ph) or through postal mail. The letter/affidavit should beaddressed to the Office of the Vice President for Administration (OVPA),S-214 Second Floor, South Wing,Main Academic Building.

The Vice President for Administration (VPA)being the Focal point person, thru his office, processes the complaints as follows:

1. Acknowledge receipt of the complaint and advise client that his/her concern will be endorsed to the concerned office for appropriate action;

2. Forward a copy of complaint / request for assistance to the concerned sector (softcopy via email), for appropriate action and preparation of the office/sector’s response;

3. Office / Sector sends response to the complaint to the Office of the VPAfor review and approval;

4. Within five (5) working days upon receipt of the complaint, send to the client the University’s official action / response.