An enhanced electronic Complaints Management System (eCMS) is now live, enabling every Filioino easier and faster filing and resolution of complaints against bureaucratic red tape, misconduct, and ensure accountability and performance audit of government agencies and its officials.
The AI-powered and improved eCMS was launched by the Anti Red Tape Authority (ARTA) on Wednesday, September 19, 2025.
“It is now packed with powerful new features to transform how concerns are handled across government,” said ARTA Secretary Ernesto V. Perez.
“There is no room for delays or negligence—walang puwang ang sagabal sa serbisyo publiko.”
Perez said the improved eCMS is part of its continued efforts to improve the way government services are delivered and to ensure that public concerns are addressed with greater ease and clarity.
This platform enables every Filipino to raise concerns about inefficiencies, misconduct, and issues in government service delivery with ease. The eCMS is built to simplify the complaint process, ensure structure in handling cases, and promote timely action.
Some of the more notable eCMS features include the full process flow for the Public Assistance Division—from intake to resolution tracking.
The system generates automatic document templates based on complaint type and receiving agency, which helps ensure consistency.
The Agency Addressee Directory module allows accurate routing of complaints, reducing delays. Role-based access has been set up for ARTA Central Office, Regional Offices, agency workspaces, and the public portal, so each user interacts with the system according to their role.
It has also a module for Regional Offices of ARTA, which enables automatic routing and logging based on location. Each complaint receives a unique Control Tracking Number,
making it easier to monitor progress. The system is partially integrated with the electronic government application programming interface, and we are working with our partners to complete testing. It also supports digital certificate uploads through the Philippine National Public Key Infrastructure (PNPKI), which strengthens the security of complaint endorsements.
One of the most promising features is an AI-powered voice assistant, now in its pilot phase.
This assistant named TALA listens, transcribes, and analyzes conversations, then creates structured complaint entries with unique identifiers.
Inspired by the Filipino word for “star,” TALA stands for Transparency, Accountability, and Law in Action. “TALA represents our push to improve how concerns are handled through a digital complaints process that can be accessed anytime, anywhere. As a virtual support tool, Tala helps manage voice-based complaints, lessen manual work, and reduce human error—strengthening the system’s overall performance and function,” Perez said.
Perez said the improved eCMS is part of its continued efforts to improve the way government services are delivered and to ensure that public concerns are addressed with greater ease and clarity.
