Citizen Voice
How it works
- 1
Tell us what happened
Choose the organization, describe the problem and leave a phone number so we can reach you. Not sure who is responsible? Choose “I'm not sure” and we will route it.
- 2
Leadership is told within seconds
Your complaint gets a reference number and goes straight to the head of the organization, their deputy and the Governor's Office portfolio lead. It cannot be quietly set aside.
- 3
Follow it until it is resolved
Check progress any time with your reference number. You hear from us at each step, and when it is resolved you tell us whether you are satisfied.
Progress
- Received
- Your complaint has been recorded and sent to the organization's leadership.
- Under review
- The organization has acknowledged your complaint and is looking into it.
- In progress
- Your complaint is actively being addressed.
- Awaiting your information
- The organization needs more information from you to continue.
- Resolved
- The organization has completed its response and recorded the outcome.
- Closed
- The complaint is complete. The outcome and records are kept on file.
Target
Business days in Pago Pago time, excluding ASG public holidays. When a complaint passes a target the platform reminds the deputy, then the head, then flags it to the Governor's Office.
| Category | Acknowledge | First response | Resolve |
|---|---|---|---|
| Poor customer service | 1 | 5 | 15 |
| Unreasonable delays | 1 | 5 | 15 |
| Unprofessional staff conduct | 1 | 5 | 20 |
| Failure to provide a service | 1 | 5 | 15 |
| Incorrect information or advice | 1 | 5 | 10 |
| Fees, payments or billing | 1 | 5 | 15 |
| Government infrastructure or facilities | 1 | 5 | 30 |
| Safety or public service concern | 1 | 2 | 10 |
| Other | 1 | 5 | 20 |
Who is listening
A complaint is never just a ticket in a queue. From the moment it is submitted, four levels of government can see it, and the clock is running on each one.
Head of the organization and deputy
Notified immediately. Responsible for acknowledging, assigning and resolving.
Governor's Office portfolio lead
Sees every complaint across the organizations in their portfolio, and is told when one goes overdue.
Office of the Governor
A territory-wide picture of service delivery: where complaints are rising, which organizations respond, and which do not.
You
Updates at every milestone, a final explanation, and the last word on whether it was handled well.
Your information, your choice
Who sees it
The organization's head, deputy and the officer assigned to your case. Oversight dashboards see the complaint, never your personal details.
How you get updates
By text message to the mobile number you give us, and by email if you add one. No email address is needed.
Confidential or anonymous
Choose confidential and only the head, deputy and the Citizen Voice Unit can see who you are. Choose anonymous and we keep no name at all, though we cannot contact you for follow-up.
A complaint is a report, not a verdict. Allegations are reviewed fairly before any finding is made.