The Land Transportation Office (LTO) has emerged as the most complained-about government agency as of March 31, according to Anti-Red Tape Authority (ARTA) Director-General Ernesto Perez. The latest figures show that LTO has overtaken the Food and Drug Administration (FDA), which previously held the top spot and has now slipped to third place.
In a press briefing on Tuesday, Perez said the shift in rankings may be linked to the high volume of public transactions handled by the LTO. He did not provide further details but emphasized that transaction load remains a key factor in complaint volume across agencies.
ARTA reported that more than 90 percent of cases it receives on all government agencies are either resolved or closed. Most complaints are initially referred to agency-level anti-red tape committees, where they are addressed without the need for escalation to formal proceedings.
Common complaints include delays in processing applications, imposition of additional or unclear requirements, and alleged violations of the Citizens Charter. In the case of the LTO, many of these concerns are concentrated in Metro Manila, reflecting the density of transactions in the region.
Perez also noted improvements in coordination with the FDA, saying ongoing engagements have helped strengthen service delivery. He added that ARTA continues to work closely with health-related agencies and other offices to further reduce public grievances.
On accountability, Perez cited corruption-related cases, noting that there were three convictions involving LTO personnel last year. He stressed that responsibility is individual, stating that only the specific employee or official involved is held liable for violations of anti-red tape and related laws.
