The Financial Consumer Protection and Assistance Management System (FCPAMS) is SAMULCO's formal system for receiving, processing, and resolving concerns from its members and consumers. It is implemented pursuant to CDA Memorandum Circular No. 2025-08. / Ang FCPAMS ay ang pormal na sistema ng SAMULCO para sa pagtanggap, pagpoproseso, at paglutas ng mga reklamo mula sa mga miyembro at mamimili, alinsunod sa CDA MC 2025-08.
- Complaint / Reklamo — An expression of dissatisfaction about a product, service, policy, or personnel. / Pagpapahayag ng hindi kasiyahan.
- Request / Kahilingan — A formal ask for a specific action or service (e.g., account statement, correction). / Opisyal na kahilingan para sa isang tiyak na aksyon o serbisyo.
- Inquiry / Katanungan — A request for information or clarification about products, services, or policies. / Paghingi ng impormasyon o paglilinaw.
No. Filing is always free of charge. SAMULCO may never charge any fee for receiving, processing, or resolving any complaint, request, or inquiry under the FCPAMS. / Wala. Ang pag-file ay palaging libre. Hindi maaaring singilin ang sinuman para sa pagtanggap, pagpoproseso, o paglutas ng anumang reklamo.
- Inquiries: Acknowledged and addressed by the next business day. / Susunod na araw ng trabaho.
- Simple Complaints/Requests: Resolved within 7 calendar days from receipt. / Sa loob ng 7 araw.
- Complex Complaints/Requests: Resolved within 45 calendar days from receipt. / Sa loob ng 45 araw.
You will be notified at every stage of the process via email, phone, or your preferred contact method. You may also follow up by contacting the CAT using your reference number. / Aabisuhan kayo sa bawat yugto ng proseso sa pamamagitan ng email, telepono, o ang inyong piniling paraan ng pakikipag-ugnayan.
If you are not satisfied with the resolution, you may escalate your concern in this order:
- Consumer Assistance Team (CAT)
- SAMULCO Board of Directors
- Cooperative Development Authority (CDA)
Yes. All information you provide is treated with strict confidentiality in accordance with the Data Privacy Act of 2012 (RA 10173). Your personal data will only be used for the purpose of addressing your concern. / Oo. Lahat ng impormasyong ibinibigay ay tinatrato nang mahigpit na kumpidensyal alinsunod sa Batas Republika Blg. 10173.
For the CIR Form (Complaint, Inquiry & Request), your name and contact details are required to allow the CAT to communicate updates to you and generate a reference number. However, the Consumer Feedback Form allows anonymous submissions. / Para sa CIR Form, kinakailangan ang inyong pangalan at contact details. Ngunit ang Consumer Feedback Form ay nagpapahintulot ng anonymous na pagsusumite.
Attach any document that supports your concern, such as receipts, screenshots, account statements, or correspondences. Attachments are optional but help the CAT resolve your concern faster. Accepted formats: JPG, PNG, PDF, DOC, DOCX, XLS, XLSX (max 10 MB each, up to 5 files). / Maglakip ng anumang dokumentong sumusuporta sa inyong reklamo.