FDA, LTO, BIR lead ARTA’s 2025 list of most-complained agencies

The Food and Drug Administration (FDA), Land Transportation Office (LTO) and Bureau of Internal Revenue (BIR) topped the updated list of the most complained national agencies for 2025, according to new data released Tuesday by the Anti-Red Tape Authority (ARTA).

The list covers complaints filed from 1 January to 31 October across ARTA’s channels, including email, social media platforms, its Public Assistance and Complaints Desk, physical mail, the electronic Complaints Management System, and the ARTA website. 

The FDA recorded the highest number of complaints at 599. Of these, 412 were found to be outside ARTA’s jurisdiction and endorsed to the proper offices, while 187 were considered “ARTAble,” mostly involving delays or failure to act within the prescribed processing time under the Ease of Doing Business law. ARTA reported that 570 cases against the FDA have been closed, with 29 still active.

The LTO followed with 414 complaints, seven of which remain active, including one undergoing formal investigation. The BIR placed third with 336 complaints, six of which are still active. 

The rest of the top 10 included the Philippine Statistics Authority with 203 complaints, the Land Registration Authority with 184, the Department of Environment and Natural Resources with 150, the Department of Human Settlements and Urban Development with 128, the Department of Foreign Affairs with 82, the Securities and Exchange Commission with 73, and the Bureau of Customs with 63.

Most of the complaints across agencies involved violations of Section 21(e) of Republic Act 11032, or the failure to render services within the prescribed period without due cause.

Among government-owned and -controlled corporations, the Social Security System (SSS) received the highest number of complaints at 269. It was followed by the Home Development Mutual Fund or Pag-IBIG Fund with 134 complaints and the Bangko Sentral ng Pilipinas with 35. 

Other GOCCs that made the top 10 were the Government Service Insurance System, Philippine Health Insurance Corporation, Philippine Postal Corporation, National Housing Authority, Land Bank of the Philippines, Metropolitan Waterworks and Sewerage System, and the Philippine Charity Sweepstakes Office. ARTA noted that GOCC figures were based solely on complaints filed in the National Capital Region.

Since 2018, ARTA has received a total of 31,936 complaints. As of 31 October 2025, the agency has resolved 31,679 cases, representing a closure rate of 91.99 percent, while 257 remain active. ARTA said the list should not be viewed as a measure of competency or incompetency, but rather as an indicator of public feedback and a guide for identifying inefficiencies. Rankings may shift as complaints are resolved or redirected to other agencies.

ARTA stressed that the list reflects the challenges government offices continue to face in service delivery. The agency noted that red tape remains a systemic problem that can open opportunities for bribery and abuse of discretion, discourage investment, and erode public trust. It reiterated its commitment to assist agencies through training, streamlining, digital transformation and reinforced complaint-handling mechanisms.