FDA, LTO, BIR, PSA, LRA, DENR top list of most complained national government agencies; SSS with highest number of complaints among GOCCs — ARTA

The Anti-Red Tape Authority (ARTA) has released the list of the Top 10 Most Complained National Government Agencies (NGAs) and Government-Owned and -Controlled Corporations (GOCCs) for 2025 as the agency underscored that government red tape is not simply inefficiency, but a systemic challenge often intertwined with corruption.

The Food and Drugs Administration (FDA) topped the list with 599 complaints. Of these, 412 were determined to be outside ARTA’s jurisdiction based on initial assessment and were endorsed for action to the appropriate office. Meanwhile, 187 were classified as ARTAble, which mostly involve delays in processing or failure by the FDA to act within the prescribed processing time.

Out of the total 599 complaints, 570 have already been acted upon and are now marked as closed in the ARTA database, while the 29 remain active and are still undergoing assessment and review for proper classification if within ARTA’s jurisdiction or not.

Following the FDA, the Land Transportation Office (LTO) ranked second with a total of 414 complaints received within the same period. Placing third is the Bureau of Internal Revenue (BIR) with 336 complaints. Ranking 4th to 10th are the following agencies: the Philippine Statistics Authority (PSA) with 205 complaints, 3 of which remain active; the Land Registration Authority (LRA) with 193 complaints, including 4 active cases; the Department of Environment and Natural Resources (DENR) with 140 complaints; the Department of Human Settlements and Urban Development (DHSUD) with 128 complaints; the Department of Foreign Affairs (DFA) with 82 complaints, 1 of which is active; the Securities and Exchange Commission (SEC) with 73 complaints, including 3 active cases; and the Bureau of Customs (BOC) with 63 complaints, 2 of which remain active.

The list covers the period from 01 January to 31 October 2025. These complaints were filed through ARTA’s various channels, including email (complaints@arta.gov.ph), official social media pages (Facebook Messenger and Instagram), the Public Assistance and Complaints Desk (PACD), physical mail, the electronic Complaints Management System (eCMS) and the ARTA website.

ARTA clarifies that the list submitted to the Senate during ARTA’s Budget deliberation on 24 November 2025, and subsequently reported by GMA News and other networks, reflects data as of 31 August 2025. This is the same list earlier provided to the House of Representatives.

The most common violations recorded involve Section 21(e) of the Ease of Doing Business (EODB) and Efficient Government Service Delivery Act of 2018, or the failure  to render government services within the prescribed processing time on any application or request without due cause.

National Government Agencies

The TOP 10 MOST COMPLAINED NATIONAL GOVERNMENT AGENCIES
(January to October 2025)

Most complained GOCCs

Among the GOCCs, the Social Security System (SSS) received the highest number of complaints at 263. The commonly received violation falls under the Section 21(e) of Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 which is the failure to render government services within the prescribed processing time on any application or request without due cause.

The Home Development Mutual Fund (Pag-IBIG) ranked second with a total of 118 complaints, received within the same period. At third place is the Bangko Sentral ng Pilipinas (BSP) with 34 complaints.

Other agencies that made the Top 10 list include the Government Service Insurance System (GSIS) with 33 complaints; the Philippine Health Insurance Corporation (PhilHealth) with 32 complaints; the Philippine Postal Corporation (PhilPost) with 25 complaints; the National Housing Authority (NHA) with 21 complaints; the Land Bank of the Philippines with 18 complaints; the Metropolitan Waterworks and Sewerage System (MWSS) with 10 complaints; and the Philippine Charity Sweepstakes Office (PCSO) with 9 complaints.

TOP 10 MOST COMPLAINED GOVERNMENT-OWNED
AND CONTROLLED CORPORATIONS
(January to October 2025)

Please note that these figures represent all complaints officially recorded and endorsed to ARTA within the specified timeframe, regardless of the mode of filing. The criteria used in determining the Top 10 most-complained National Government Agencies (NGAs) are based solely on the total number of complaints received by ARTA, including those reported or filed through its eight (8) Regional Field Offices, covering the period from January to October 2025.

Meanwhile, the data for the Top 10 Most-Complained Government-Owned and Controlled Corporations (GOCCs) reflect only the total number of complaints received from the National Capital Region (NCR).

Complaint statistics

As of 31 October 2025, ARTA has received a total of 31,936 complaints since 2018. Of these, 31,679 or 91.99% have been resolved, while 257 remain active. With this closure rate, this underscores ARTA’s commitment to act swiftly and decisively on complaints involving inefficiency and delay.

Given the variance on the initially published rankings, the data presented above shall be the official and updated current ranking of the agencies. However, it is worth noting that these rankings may change from time to time given that complaints may either be resolved or referred to other agencies.

It is also important to note that the published figures do not measure agencies’ competency or incompetency. Instead, they reflect ARTA’s verification process to ensure that government agencies deliver services efficiently and effectively. The data also serve as checkpoints drawn from citizens’ feedback, guiding ARTA in determining the appropriate course of action to support agencies in improving their daily operations.

Transforming Red Tape to Red Carpet

Secretary Ernesto V. Perez noted that the list mentioned above is a “mirror of challenges that must be addressed, not a verdict of failure. The lists also show that the redress mechanism is alive. This is part of democracy. Government agencies are open to public scrutiny, and people are empowered to call out inefficiencies and violations.”

Perez explained that ARTA recognizes that “red tape is not simply inefficiency, but a systemic challenge often intertwined with corruption.” He pointed out that “When processes are prolonged or obstructed, opportunities for bribery and abuse of discretion arise. Red tape delays progress, discourages investment, erodes public trust, and undermines competitiveness.”

Perez vowed that ARTA stands ready to capacitate should there be lacking on the part of the most complained agencies. It will continue to provide training, streamlining, and digital transformation support, while strengthening complaint-handling mechanisms to ensure accountability and compliance.

He called on all government agencies and GOCCs to redouble, if not, recalibrate efforts in improving frontline services. Transforming red tape into red carpet is not only about legal compliance. It is about delivering dignified, efficient, and people-centered service.