National Telecommunications Commission

Daquioag 10:25 AM, Jan 09, 2024

January 9, 2024

Dear Citizen,

Greetings!

Thank you for your request dated Dec 25, 2023 11:12:17 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

As per evaluation in your request, this office finds that it is considered a consumer frontline service transaction. 

However, in the event of extending our services, NTC does not have the capability to identify, track or locate the owner of the SIM NUmber. Our role is limited to reporting such incidents or complaints to the relevant Telecommunications Companies (TELCOs) for subsequent blocking. To facilitate this process, we have provided online reporting options below. 

For more comprehensive assistance, regarding the replacement of registered SIM number we recommend reaching out the respective TELCO provider involved for them to deactivate it.

For other issues and concerns, we suggest the following guidelines for you to follow:
1.	Do not disclose the IMEI Number of your lost/stolen cellphone unit and SIM Number in this portal. 
2.	You may file or submit your complaints to the following website provided below:
a.	Lost/Stolen cellphone or SIM Number; download this site https://ntc.gov.ph/request-for-blocking-loss-sim-card/;
b.	Complaints on text scam/text spam; download this site https://ntc.gov.ph/text-spam-spam-report/;
c.	Complaints on Illegal and threatening messages; download this site https://ntc.gov.ph/text-scam-spam-report/;
d.	Complaints regarding poor services of TELCO Providers/Cable station/TV Broadcast station services and PTEs unfair billing statement; download this site https://ntc.gov.ph/telco-complaint/;
e.	Here is the step by step guidelines in reporting text scam : https://ntc.gov.ph/wp-content/uploads/2023/kontra_text_scam/STEP%20BY%20STEP%20KONTRATEXT.pdf
3.	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;
4.	For concerns regarding replacement of your registered SIM Number, you may report  personally to the respective TELCO Provider.
5.	For further inquiries regarding telecommunications services, you may visit our website at www.ntc.gov.ph or to the office address below:

		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: consumer@ntc.gov.ph

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. 
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 HONORABLE COMMISSIONER
commissioner@ntc.gov.ph
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