The Department of Information and Communications Technology (DICT) recorded 18,553 consumer complaints following the introduction of the 1326 Hotline, up from 6,800 before its rollout, according to its Consumer Complaint Center’s (CCC) fiscal year 2026 performance report.
The increase of 11,753 complaints, or about 172.8%, covered concerns such as hacked online accounts, suspected scams, delayed parcels, and internet problems. The CCC reported a 100% resolution rate for both periods, although the comparison depends on the reporting periods and complaint channels covered.
The higher complaint count shows more concerns were recorded after the hotline was introduced. It does not, on its own, establish that scams, account breaches, or service failures increased by the same amount. The figures also do not show how quickly individual cases were resolved.
The Cybercrime Investigation and Coordinating Center (CICC), a DICT-attached agency, manages the 1326 Hotline. The CCC receives complaints through email at 1326@dict.gov.ph and through walk-in services.
Before the hotline, consumers contacted DICT through office visits, its general trunkline, individual units, and email addresses. The dedicated number gave consumers another way to ask for help without visiting a government office.
The CCC reviews and records complaints, identifies the office responsible, refers cases for action, and follows up on their progress. This process helps direct concerns to the units that can address them.
Delivery complaints go to the Postal Regulation Division (PRD), which handles them within its mandate. Problems involving government digital services, including the eGovPH Super App, may be referred to the eGovernment (eGov) unit.
Internet connection complaints may be sent to the Free Wi-Fi for All Program or other responsible DICT units. Cyber-related concerns may be referred to CICC or other appropriate authorities.
Aside from the restored Meta accounts, consumer feedback cited in the material included the receipt of two delayed packages and the return of an internet connection.
These examples describe outcomes. The resolution rate covers the reported complaint totals and should be considered alongside the scope of the data.
For consumers who need help, the channels are the CICC-managed 1326 Hotline, the CCC email address, and walk-in services. The receiving office then routes concerns for appropriate action.
Image from CICC Facebook page.