table of contents charter_0.pdf · who can apply for an ombudsman clearance? ... lump sum, nbi,...

Table of contents

Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i

Vision / Mission . . . . . . . . . . . . . . . . . . . . . . . . . . . ii

Performance Pledge . . . . . . . . . . . . . . . . . . . . . . . iii

Menu of Key Services . . . . . . . . . . . . . . . . . . . . . . 1

Issuance of Certificate of No Pending Case . . . . .. 3

Filing of Formal Complaint . . . . . . . . . . . . . . . . . . . 9

Filing of Pleading . . . . . . . . . . . . . . . . . . . . . . . . . 12

Request for Status of Case . . . . . . . . . . . . . . . . . . 15

Request for Assistance . . . . . . . . . . . . . . . . . . . . . 17

Mediation of Case . . . . . . . . . . . . . . . . . . . . . . . . 20

Request for Copy of Document . . . . . . . . . . . . . . 23

Request for Copy of SALN . . . . . . . . . . . . . . . . . . 26

Request for Lifestyle Check/

Reporting of Fixers, Red Tape and Other

Graft Cases . . . . . . . . . . . . . . . . . . . . . . . .. . 29

Request for Accreditation as

Junior Graftwatch Unit . . . . . . . . . . . . . . . . . 31

Feedback Form . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

From the Ombudsman

The Office of the Ombudsman, as the leadinstitution in promoting integrity, transparency, andaccountability in government, reiterates its commitmenttowards quality service through the OMB Citizen’sCharter. The Charter showcases the key frontlineprocedures of the Office of the Ombudsman intended toprovide a meaningful, responsive, and relevant service thatguarantees high level of performance of its personnel. Itprovides simple and user friendly step-by-step guide on howto avail of our services by enabling the public to walkthrough the procedures and standards set by our office.

We look forward to exceed the expectations of thepeople through this guidebook. We hope that this Charterbecomes useful to the ordinary citizen whom the Office ofOmbudsman is constitutionally mandated to protect fromthe evils of graft and corruption.

MA. MERCEDITAS N. GUTIERREZ

Republic of the PhilippinesOFFICE OF THE OMBUDSMAN

Agham Road, Diliman, Quezon City

i

Mission

As protector of the people, the Office of the Ombudsman, incooperation with all sectors of Filipino society, shall endeavorto promote integrity and efficiency and high ethical standards

in public service through pro-active approaches in graftprevention and public assistance, prompt investigation of

complaints and aggressive prosecution of cases filed againsterring government officials and employees.

Vision

A truly independent Office run by God-fearing men andwomen with the highest degree of competence, honesty andintegrity, and effectively serving as watchdog, mobilizer,official critic and dispenser of justice for the people it is

constitutionally mandated to protect.

ii

WE, the officials and employees of the Office of theOmbudsman, as protectors of the people, swornto serve with utmost responsibility, integrity,loyalty, and efficiency, commit to:

R — RENDER service to anyone who wants toavail of the services of our office;

E — EXTEND prompt, courteous, and adequateservice without anticipating any gift orreward;

A — ACHIEVE the highest degree of excellence,professionalism, intelligence, andcompetence;

D — DESIST from dispensing undue favors to ourrelatives and friends, and from discriminatingagainst the poor and underprivileged; and

Y — YEARN to strictly observe these standardsby taking corrective measures on complaintsabout our service.

YES, WE ARE R.E.A.D.Y.!

PERFORMANCE PLEDGE

iii

MENU OF KEY SERVICESFRONTLINE SERVICE FEES HOW LONG IT WOULD

TAKEWHERE TO GO REFERENCE

PAGE

Issuance of Certificateof No Pending Case

(Clearance)

1

2

3

4

5

6

7

8

None Same day(Central Office)

3 days (OMB-VISand OMB-MIN )

PublicAssistance

Bureau

P1.00 perpage for

plain copies

P4.00 perpage for

certified truecopies

P15.00certification

fee

1

3-8

9-11

12-14

17-18

19

20-22

23-25

Filing of Pleading None 8 minutes RecordsDivision/Section

Request for Assistance(phone-in)

None <30 minutes PublicAssistance

Bureau/AreaPACPO

Request for Assistance(walk-in)

None <1 hour PublicAssistance

Bureau/AreaPACPO

Filing of FormalComplaint

None 16 minutes RecordsDivision/Section

Request for Statusof Case

None 30 minutes RecordsDivision/Section

Mediation of Case None Within 30 days from initialmediation conference

PublicAssistance

Bureau

Request for Copyof Case Document

<1 hour for cases from1999 until present;

2 days for voluminouscases and casesin 1998 and older

RecordsDivision/Section

15-16

MENU OF KEY SERVICESFRONTLINE SERVICE FEES HOW LONG IT WOULD

TAKEWHERE TO GO REFERENCE

PAGE

Request for Copy ofStatement of Assets,

Liabilities & Net Worth

9

10

11

P1.00 perpage for

plain copies

P4.00 perpage for

certified truecopies

P15.00certification

fee

1 hour for years 2003 to present

Public AssistanceBureau

2

None CommunityCoordinationBureau/Area

PACPO

7 Days

Request for LifestyleCheck/Reporting of

Fixers, Red Tape andOther Graft Cases

None

Request for Accreditationas Junior Graftwatch Unit

1 hour Field InvestigationOffice

-Hotline Service

26-28

29-30

31-33

Issuance of Certificate of No Pending Case

Schedule of Availability of Service

Monday – Friday

8:00 a.m.–5:00 p.m. (no noon break)

Who can apply for an Ombudsman clearance?

All government officials and employees, authorized representative/s,and private individuals who wish to seek government employment/appointment or participate in public bidding

What are the Requirements?

1. For Retirement, Resignation and SeparationPurposes:

1.1 Letter-request from the Head of Office ofthe retiree or his/her authorizedrepresentative

1.2 Certified true copy of service recordreflecting date of retirement/resignation/separation

1.3 Authorization letter if filed by arepresentative with photocopy ofapplicant’s ID

1.4 Duly accomplished clearance applicationform

2. For Promotion, Travel and AppointmentPurposes:

2.1 Duly accomplished application form

3. For Promotion and Retirement purposes from theMilitary and Other Law Enforcement Offices:

3.1 Letter-request from the Promotion Board

3.2 SOS/SOI/service record of applicant

N.B. To be filed by their respective liaisonofficers (Applications filed by individualapplicants will not be entertained)

3

4. For other purposes like: Bar Examination, Benefits,Bidding, CES Board, CESO, Change of Name,Confirmation, COPS, Court, Death Claim, Employment,Foreign Assignment, GSIS, Immigration, LTO, JBC,Leave, Loan, Lump Sum, NBI, Nomination, Passport,PRC, Reversion, Schooling, Service Awards and UNMission

4.1 Duly accomplished clearance application form

Duration:

Central Office: same day (cut-off time forapplication is 2:00pm)

OMB-Visayas and OMB-Mindanao: 3 days

N.B.: This applies only to applications filed individually and does not include those filed in bulk such as those filed by officials and personnel of the PNP and AFP. Under normal circumstances, clearance will be issued within 10 days.

4


CUSTOMER SERVICE PROVIDER FORMS

Submits dulyaccomplishedapplication form andother requirements

1

2

3

Greets the applicantand receivesapplication form andrequirements

Asks for the purpose ofclearance and forMOLEO applicants,asks if assigned in VIS.or MIN. and theinclusive years andnotes down theinformation in theindorsement

1 minute

Gets claim slip andadvices the clearancepersonnel whether heor she desires to pick-up the clearancepersonally or through arepresentative or haveit mailed to his or herspecified address

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

Receivingclerks

none Claim slip

1. Examines documentssubmitted forcompleteness

2. Advises the applicanton the date of release

3. Encodes name ofapplicant in thecomputer database,issues claim slip andadvises applicant onhis options in claimingthe clearance and thenext steps

Verifies records ofclearance applicantfrom database and• If without pending

case, prints outclearance

• If with pending case,prints outcertification withpending case

1 hour Clearancepersonnel

Reviews thedocuments and signsOMB clearance orcertification whicheveris applicable

10 minutesif the

applicanthas nocase

30 minutesif applicant

haspendingcase/s

PABDirector or

Head ofClearanceDivision

5

5 minutes ReceivingOfficer

none

4

A. Central Office


5

6

2 minutes

Presents claim slip,signs in the logbookand receives his/herclearance/certification

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

ClearancePersonnel

Affixes dry seal on thesigned clearance orcertification

Reviews correctness ofinformation in theclearance, requestsclaimant to sign in thelogbook, and givesoriginal copy to theapplicant or his/herrepresentative ORmails the same to theapplicant

8 minutes ClearancePersonnel

Claimslip

Note: An applicant may contest the certification of pending case on thefollowing grounds: (1) That the pending case appearing in thecertification has already been dismissed or terminated, and (2) Thatthe person whose name appears in the certification is just a name-sake. In these situations, the applicant should present a certified truecopy of the court order/decision dismissing or terminating the casewith a certification from the Clerk of Court that the criminal case is thesame as the OMB case, or execute an affidavit of denial that the personappearing in the certification is different from him/her.

6




Submits dulyaccomplishedapplication form andother requirements

1

2

Greets the applicantand receivesapplication form andrequirements

1 minute

Gets claim slip andadvices the clearancepersonnel whether heor she desires to pick-up the clearancepersonally or through arepresentative or haveit mailed to his or herspecified address

B. OMB-Visayas and OMB-Mindanao

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

Receivingclerks

none Claim slip

• Examines documentssubmitted forcompleteness

• Advises the applicanton the date of release

• Issues claim slip andadvises applicant onhis options in claimingthe clearance and thenext steps

• Encodes name ofapplicant in thecomputer database

Verifies records ofclearance applicantfrom the database,prepares a list of thenames of theapplicants, and e-mailslist to the Central Officefor verification

1 day Clearancepersonnel

Verifies records ofclearance applicantfrom database,prepares separate list ofapplicants from OMB-Visayas, OMB-Mindanao with no caseand with pending case/s, and e-mails the list toOMB-Visayas/OMB-Mindanao

5 minutes Receivingofficer

none


fromQuezon City

Prints out the e-mailedlist, prepares theclearance orcertification whereapplicable, and refersthem to the DeputyOmbudsman orAssistant Ombudsmanor designated PACPOofficial for signature

3

4

5

7



Note: An applicant may contest the certification of pending case on thefollowing grounds: (1) That the pending case appearing in the certificationhas already been dismissed or terminated, and (2) That the person whosename appears in the certification is just a name-sake. In these situations,the applicant should present a certified true copy of the court order/decision dismissing or terminating the case with a certification from theClerk of Court that the criminal case is the same as the OMB case, orexecute an affidavit of denial that the person appearing in the certificationis different from him/her.


6

7

8

Reviews the clearanceand certificationincluding thesupporting documentsand signs them

1 day

B. OMB-Visayas and OMB-Mindanao

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

8 minutes

2 minutes ClearancePersonnel

Claim slip

Affixes dry seal on thesigned clearance orcertification

Presents claim slip,signs in the logbookand receives his/herclearance/certification

Reviews correctness ofinformation in theclearance, requestsclaimant to sign in thelogbook, and givesoriginal copy to theapplicant or his/herrepresentative or mailsthe same to theapplicant

ClearancePersonnel

8

Filing of Formal Complaint


Monday – Friday


Who May Avail of the Service?

1. Any aggrieved party who wishes to file a complaint

2. Representative of the complainant


1. Verified complaint-affidavit including attachments

Number of copies =(No. of named respondents +2) x 2

2. Certificate of non-forum shopping

Duration:

15 minutes

9

Examines complaint todetermine if:

• at least one copy ofthe complaint bearsoriginal signature

• there is sufficientnumber ofphotocopies

• complaint issubscribed beforean appropriateofficer or notarypublic

• complaint is verified

• there is certificationunder oath on non-forum shoppingattached to at leastone original of thecomplaint

1

2



Presents visitor’s slipand complaint- affidavitincluding attachments

Greets complainant,asks for visitor’s slipand inquires about:

• purpose ofcomplainant

• number ofrespondents, theiragency/office,region and position

• if similar or identicalcomplaint has beenfiled

3 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

none Visitor’sslip

5 minutes

Receivingofficer

Receivingofficer

none

10



Informs the complai-nant or the latter’srepresentative tocomply with theformalities in filingcomplaint, if there is nocompliance with any ofthose listed above andexplains the reasonsfor the requirement

3 2 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

Receivingofficer

none

Certificate onnon-forumshopping

Fills-out certificate onnon-forum shopping,goes to AdministeringOfficer for oath

Gives a template forcertificate on non-forumshopping and/or refersthe complainant to thelawyer/investigator whowill administer therequired oath, in casethe complaint lacksverification or certificateof non-forum shoppingand/or is not under oath

1 minute Receivingofficer

none

Stamps “received” onat least one original ofthe complaint, and thecomplainant’sreceiving copy, writesdown the date andtime of receipt; andaffixes the initial of thereceiving officer, thengives one copy to thecomplainant or his/herrepresentative


none

Informs the complai-nant to refer to theflowchart of theprocedure forinvestigating a caseand answers questions,if any

2 minutes Receivingofficer

none

4

5

6

7 Gives feedback form tothe complainant withinstruction to drop it inthe designated boxlocated at the RecordsSection area, signs thevisitor’s slip and gives itback to the complainant


none Feedbackform,

visitor’sslip

11

Completes feedbackform and gets backvisitor’s slip

Filing of Pleading


Monday – Friday



1. Any party to the case

2. Counsel on record or representatives of the party


1. Pleadings to be filed including attachments (at least 3 copies)

2. Proof of service (e.g., registry return, affidavit of personal service, etc.).

Duration:

8 minutes

12

Filing of Pleading


Presents visitor’s slipand pleadings to befiled

1

2

Greets the person filingthe pleading, asks forvisitor’s slip andinquires about:

• the purpose ofthe filer

• the nature of thepleadings to befiled

• the casereferencenumber

• whether he/shehas alreadyfurnished theother party acopy of thepleading to befiled

2 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

none Visitor’sslip

Receivingofficer

2 minutes ReceivingOfficer

Examines the pleadingto determine if:

• at least one copyof the pleading tobe filed bearsoriginalsignature

• there is sufficientnumber ofphotocopies

• the pleadingcomplies with theprescribedformalities

• there is proof ofservice wheneverrequired

• the attachmentsidentified in thepleading are allannexed to it

none

13

Filing of Pleading


3

4

5

Informs the personfiling the pleading tofurnish the other partya copy of the pleadingor to comply with theformalities if there isno compliance with anyof those listed aboveand explains thereasons for therequirement

2 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

noneReceivingofficer

1 minute ReceivingOfficer

noneStamps “received” onat least one original ofthe pleading and thefiler’s receiving copy;writes down the dateand time of receipt;affixes the initial ofreceiving officer; givesone copy to the filer forhis/her reference, andanswers questions, ifany

Gives feedback form tothe filer with instructionto drop it in thedesignated box locatedat the Records Sectionarea, signs the visitor’sslip and gives it back tothe complainant


1 minute ReceivingOfficer

none Feedbackform,

Visitor’s slip

14

Request for Status of Case

Schedule of Availability of ServiceMonday – Friday8:00 a.m.–5:00 p.m. (no noon break)


1. Any party to the case2. Counsel on record or representative of the party3. Any interested party subject to approval of the OMB/DO


1. Letter-request or accomplished verification slip2. Authorization letter of Special Power of Attorney for representa-

tivesDuration:

30 minutes

15

Request for Status of Case


1

2

3

4

5

6

Greets requester andinquires about thenature/kind of requestand his/her relations tothe parties of the case

3 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

none OMB Visitor’sslip

Desk officer

Gives verification slipto requester

Presents visitor’s slipand letter ofauthorization, if any

1 minute Desk officer none Verificationslip

Fills-out verification slip Evaluatesaccomplishedverification slip

5 minutes Desk officer none Verificationslip

Verifies case numberand/or status of thecase and writes it onthe slip

15 minutes Administra-tive Aide/RecordsOfficer

none Verificationslip

Gives verification slipto the requester as tothe status of the caseand answersquestions, if any

5 minutes Administra-tive Aide/RecordsOfficer

none


Gives feedback form tothe requester withinstruction to drop it inthe designated boxlocated at the RecordsSection area, signs thevisitor’s slip and givesit back to the requester

1 minute Desk Officer none FeedbackForm

16

17

Request for Assistance (RAS)

Schedule of Availability of ServiceMonday – Friday8:00 a.m.–5:00 p.m. (no noon break)

Who May Avail of the Service?Anyone who has a legitimate request for any form of assistance

What are the RequirementsLetter request/grievance letter or accomplished RASinformation sheet

Modes of Requests for Assistance:

1. Walk-in

2. Telephone

3. Ordinary mails

4. Electronic mails

5. Text/SMS (for OMB Mindanao only)

Duration:

For walk - in: < 1 hourThrough telephone: < 1/2 hour

18


CUSTOMER SERVICE PROVIDER REQUIREDDOCU-MENTS

1

2

3

4

5

Greets requester,inquires about his orher purpose, and givesa RAS informationsheet

1 minute

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

noneOfficer- of -the -day

15 minutes


For Walk-In Clients

Presents visitor’s slipand letter-request/grievance letter if any

visitor’sslip

Fills out RASInformation Sheet

Receives RASinformation sheet andinterviews requester asto the nature of his orher request

Officer- of -the -day

none RASInformation

sheet

Refers requester to alawyer if nature ofassistance is legal innature or requires theintervention of a lawyer(e.g. legal advice,administration of anoath), otherwise,informs the requesterof the procedure fordisposition of requestsfor assistance /grievance and possibleactions that maybetaken

15 minutes Officer- of -the -day

RASInformation

sheet

Acts on the request forassistance/ grievanceif can be acted uponwithin the day

20 minutes Officer- of -the -day

Gives feedback form tothe requester withinstruction to drop it inthe designated box,signs the visitor’s slipand gives it back to therequester

1 minute Officer- of -the -day

none FeedbackForm

19

For those received through telephonePAB Hotlines (926-2662 * 9262-OMB * 920-3782)

CUSTOMER SERVICE PROVIDER REQUIREDFORMS

1

2

3

4

Receives call andinquires about thepurpose of the caller

2 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

noneOfficer- of -the -day

15 minutes

Calls PAB hotline orother OMB telephonenumbers

Answers queries of thehotline operator orofficer-of-the-day

Asks from the callerpertinent pieces ofinformation to berecorded in the RASinformation sheet andinterviews caller aboutthe nature of his or herrequest


none RASInformation

sheet


RASInformation

sheet

Thanks the caller andmakes a report on thedetails of the call forappropriate action

5 minutes HotlineOperator/

Officer of theDay

none

5 minutesRefers caller to alawyer if nature ofassistance is legal innature or requires theintervention of a lawyer(e.g. legal advice)otherwise, informs thecaller of the procedurefor disposition ofrequests for assistance/grievance and thepossible actions thatmay be taken


20

Availability of Service:

Monday – Friday8:00 a.m. - 5:00 p.m. (no noon break)


Anyone with a legitimate cause of action against a public official or employee


Letter stating the purpose of the request

Cases that may be Subject of Mediation:a) Complaints, grievances or requests for assistance seeking redress or relief concerning

an act or omission of a public official or employee, office or agency alleged to beunreasonable, unfair, oppressive, illegal, unjust, discriminatory, improper or inefficient,and which does not necessarily amount to a criminal or administrative offense, asdefined under Section 1, Rule IV, Administrative Order No. 7, series of 1990, asamended, of the Office of the Ombudsman

b) Light administrative offenses where the penalty imposed by pertinent laws and CivilService Rules is reprimand, such as:

1. Borrowing of Money by a Superior Officer from a Subordinate2. Willful Failure to Pay Just Debt3. Discourtesy in the Course of Official Duties

c) The following cases which are covered by the Revised Rules on Summary Procedure:1. Violation of traffic rules and regulations2. Violation of rental law3. Violation of municipal and city ordinances4. Violation of Batas Pambansa Blg. 22 (Bouncing Checks Law)5. All other criminal cases where the penalty prescribed by law for the offense

charged is imprisonment not exceeding six (6) months or a fine not exceedingone thousand pesos (P1,000.00), or both, irrespective of other imposablepenalties, accessory or otherwise, or of the civil liability arising therefrom

d) Cases which may be cognizable at the first instance by the Lupong Tagapamayapaunder Section 408, Chapter VII of the Local Government Code (Republic Act No.7160)

e) Criminal negligence resulting in damage to property

f) Such other similar offenses which may be brought by the parties for mediation, exceptthose which by law may be not compromised

Duration:within 30 days from initial mediation conference

Mediation of Case

21

Mediation (MED) of Case

CLIENT SERVICE PROVIDER REQUIREDFORMS

1

2

3

4

5

6

7

8

Receives complaintand explains theprocedure and nextsteps

15 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

noneOfficer-ofthe-day

Same day

Files a mediatablecase or grievance

Letter-complaint

Indorses complaint orgrievance to EvaluationOfficer for evaluation

Officer-ofthe-day

none

2 days EvaluationOfficer

Prepares a Notice ofInitial Conference andindorses notice toDirector for signature

Notice ofInitial

Conferencetemplate

Signs the notice andindorses it to RecordsDivision/Section orconcerned unit formailing to the parties

Evaluates complaintand indorses it toRecords Division/Section for docketingas MED case

none

Dockets complaint asMED case

Same day Officer-ofthe-day

none TrackingSheet

Reviews the evaluationmade and raffles theMED case to amediator

2 days AssistantOmbudsman

none

2 days Mediator none

Same day Mediator none

Conducts mediationproceedings if theparties agree to submitcase for mediation orterminates mediationproceedings if not

Conducts privatecaucus if necessary

Attends initialconference and signsagreement to mediatetogether with therespondent if theparties agree to submitcase for mediation

Attends subsequentconferences ifwarranted

Within 30days fromdate ofinitialconferencewithextension ofanother 30days uponjointrequest

Mediator none Agreementto Mediatetemplate

22

Mediation (MED) of Case

CLIENT SERVICE PROVIDER REQUIREDFORMS

9

10

11

Prepares and signssettlement agreementwith the parties ifsuccessful orterminates proceedingsif not

Last day ofperiod for

conferences

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

noneMediatorSigns settlementagreement togetherwith the respondent ifsuccessful

Completes feedbackform

SettlementAgreementtemplate;Feedback

Form;Tracking

Sheet

ApprovesMemorandum

Memorandumon Outcomeof Mediation

template

Mediator none

Same day none

PreparesMemorandum onOutcome of Mediationcontainingrecommendation

Memorandumon Outcomeof Mediation

Same day

AssistantOmbuds-man

23

Request for Copy of Case Document(Pertaining to OMB Case)

Schedule of Availability of Service:

Monday - Friday8:00 am - 5:00 pm (no noon break)


1. Any party to the case2. Counsel on record or representatives of the party


1. Current Identification Card (ID)2. Duly accomplished request form3. Authorization Letter and/or Special Power of Attorney for represen-

tatives

Duration:

1. 40 minutes (plain copies, not more than 10 pages, and cases from1999 to present)

2. Within 1 hour (if certified copy, more than 10 pages, and cases from 1999 to present)

3. 2 days (voluminous documents and cases from 1988 to 1998)

N.B. not applicable to requests subject to approval by the Ombudsman orDeputy Ombudsman

24

CUSTOMER SERVICE PROVIDER REQUIREDFORM/

DOCUMENTS1

2

3

4

5

6

Asks the requesters thepurpose for securing acopy of documents

3 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

No feesDeskOfficer

Presents visitor’s slipand requireddocument/s and statesthe purpose forsecuring a copy ofdocuments

OMBVisitor’s

SlipLetter-request

form

2 minutes

Photocopies thedocuments

Approves thereproduction andrelease of documentsto the requesting party

Stamps “received” theletter-request andrecords in the logbook.

Verifies availability ofdocument, retrieves itand presents the sameto supervisor forscreening or clearance

RecordsCustodian

Letter-requestform

5 minutes SupervisingAdministra-tive Officer

none

5 minutes ReproductionMachineOperator

Nofees forcopies

lessthan 10pages(plain

copies)P1.00

perpage

greaterthan 10pages(plain

copies)

Certifies the documentsas to authenticity whenrequested

DeskOfficer

No fees

20 minutes

3 minutes RecordsCustodian

P4.00per

page forcertified

truecopiesP15.00certifica-tion fee


25


DOCUMENTS

7

8

9

10

Assesses fees to bepaid, preparespayment slip induplicate & instructsrequester to pay at thecashier

2 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

PaymentSlip

2 minutesPresents payment slipto the cashier and paysrequired fees

Receives payment andissues payment receipt

Checks official receipt,releases document tothe requester

RecordsCustodian

Gives feedback form tothe requester withinstruction to drop it inthe designated boxlocated at the RecordsOffice, signs thevisitor’s slip and gives itback to the customer

1 minute

Cashier PaymentSlip

Presents official receipt Desk Officer OfficialReceipt

Receives requesteddocuments and fills outfeedback form

1 minute Desk Officer Feedbackform


Request for Copy of SALN(Statement of Assets, Liabilities and Net Worth)

Schedule of Availability of Service:Monday – Friday8:00 am – 5:00 pm (no noon break)

Who May Avail of the Service?1. Any requesting party as it pertains to his/her personal SALN2. Authorized representative of the party concerned3. Students for study purposes4. Members of the media5. Others not mentioned subject to the approval of the Office of Legal

Affairs

What are the Requirements?1. SALN Request Form (available at the Public Assistance Bureau

receiving counter)2. Two (2) Government issued ID (GSIS/SSS, TIN, Pag-Ibig,

PhilHealth, passport, driver’s license, PRC, IBP) or student’s ID if student

3. Authorization Letter and/or Special Power of Attorney for representatives

4. Valid Community Tax Certificate

Duration:1 hour (SALN for CY 2003 to present)

26

27



DOCUMENTS

1

2

3

4

5

6

7

Gives the requester aSALN Request Form,and instructs therequester toaccomplish it and havethe form subscribedand sworn to beforeany Ombudsmanprosecutor

3 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

NoFees

OMB Visitor’sSlip

SALNRequest

Form

PublicAssistance

BureauOfficer of the

day

10 minutes

Routes the SALNRequest Form to theRecords Office forappropriate action

Presentsaccomplished form toOmbudsmanprosecutor togetherwith current CTC

Administers therequired oath

OmbudsmanProsecutor

NoFees

Presents visitor’s slipand states his or herpurpose

Fills-out the form andhands it in to theofficer-of-the-daytogether with two (2)government issuedID or 1 student ID

Examines the formand IDs forcompleteness, notesdown the IDs shownon the accomplishedform, and leads therequester to anOmbudsmanprosecutor toadminister oath

PublicAssistance

BureauOfficer-of-

the-day

NoFees

SALNRequest

form

2 minutes NoFees

SALNRequest

form

Presents subscribedform to the actionofficer

10 minutes PublicAssistance

Bureauaction officeror officer-of-

the-day

SALNRequest

form

Verifies if requestedSALN is in the file,retrieves it andpresents the same tothe Records Chief forscreening

20 minutes SALNCustodian

NoFees

SALNRequest

form

Approves thereproduction andrelease of SALN to theclient

5 minutes RecordsChief

NoFees

SALNRequest

form

Photocopies the SALN 2 minutes ReproductionMachineOperator

P1.00per

page



DOCUMENTS

8

9

10

11

12

13

Blackens the privateaddress of the ownerof the SALN andcertifies the SALN asto authenticity uponrequest

3 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

P4.00per

pagecertified

truecopiesP15.00certifica-tion fee

SALNCustodian

2 minutes

Receives payment andissues payment receipt

Gives the requesterthe payment slip andinstructs him or her topay the required fees

Seeabove

Assesses documentfees, preparespayment slip & routesthe SALN RequestForm and therequested SALN toPAB Action Officer

NoFees

SALNRequest

formPayment

slip

5 minutes Paymentslip

Presents payment slipto the cashier andpays required fees

2 minutes

PublicAssistance


the-day

Checks official receiptand releases SALN tothe requester

1 minute

Gives feedback form tothe requester withinstruction to drop it inthe designated boxlocated at the PublicAssistance Bureau,signs the visitor’s slipand gives it back to therequester

Feedbackform

SALNCustodian

Cashier Paymentslip

Presents officialreceipt

PublicAssistance


the-day

OfficialReceipt

Receives requesteddocuments and fillsout feedback form

1 minute PublicAssistance


the-day

28

29

Request for Lifestyle Check/Reporting of Fixers, Red Tape and Other Graft Cases

Tel. #- 927-4102 Telefax # - 927-2404Cell #- 0926-699-4703


Hotline: Monday- Friday

8:00 am – 5:00 pm (no noon break)

Text: 24 hours, 7 days a week


Anyone who has a legitimate information to report


None

Duration:

1 hour

30

Request for Lifestyle Check/Reportingof Fixers, Red Tape and Other Graft Cases


1

2

3

4

5

6

7

Interviews the caller,asks for details to berecorded in the CallInformation Sheet(CIS), and thanks thecaller

15 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

NoneHotlineAgent

5 minutes None CIS

5 minutes

HotlineAgent

AssistantOmbudsman

FIO

Calls the hotline andreports the name andcircumstances of thepublic official/employee to beinvestigated or thedetails of violation

CallinformationSheet (CIS)

Encodes and prints theCIS with recommendedaction

Reviews and approvesthe recommendedaction of Hotline Agenton the CIS

10 minutes TeamLeader

None CIS

Assigns referencenumber to the CIS,verifies identity withexisting cases, andrecords in thedatabase

10 minutes Administra-tive Officer

None CIS

Approves therecommendation onthe CIS

None CIS

Prepares theindorsement to theCRD and/or otherOMB-sectoral offices

5 minutes ExecutiveAssistant

None CIS

Records the approvedCIS and routes toproper office

10 minutes Administra-tive Officer

None

31

Request for Accreditation as JGU(Junior Graftwatch Unit)


Monday to Friday8:00 am – 5:00 pm (no noon break)


Students, community or church-based youth organizations duly recog-nized by their respective schools and communities may apply foraccreditation as JGUs


1. Petition for accreditation signed by the President of the organization or authorized representative

2. A copy of the organization’s Constitution and By-Laws3. A copy of the certificate of recognition issued by the proper official

of the school for school-based organizations or by the barangay or parish/local church for community or church-based organizations

4. List of officers with their names, positions, addresses and contact numbers, and other personal details

Duration:

7 days



DOCUMENTS

1

2

3

4

5

Receives thedocumentaryrequirements &informs JGUrepresentative of thenext steps for walk-inapplicants or preparesan acknowledgmentletter for mailedapplications

30 minutes

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

CCB or areaPACPO

personnel

30 minutes

Conducts verification/validation of therequirements/documents submitted

Checks if therequirements ordocuments arecomplete and advisesapplicant to completethe requirements iflacking in any

NoFees

JGU form

Prepares aMemorandumrecommending thedenial of the petition ifapplicant still fails tocomplete therequirements or ifthere is flaw in any ofthe documentssubmitted

Interviews the JGUorganization officers ifall the requirements/documents submittedwere validated

2 days

1 hour

Submits dulyaccomplished petitionfor accreditation as aJGU either personallyor by mail

CCB or areaPACPO

personnel

NoFees

CCB or areaPACPO

personnel

NoFees

CCB or areaPACPO

personnel

NoFees

Prepares EvaluationReport and Certificateof Accreditation

1 hour CCB or areaPACPO

personnel

NoFees

32

33



DOCUMENTS

6

7

8

Recommends theapproval of theaccreditation

STEP RESPONSETIME

PERSON/SIN-CHARGE

FEES

Director andAssistant

Ombudsman

Within 1 dayfrom notice

NoFees

CCB or areaPACPO

personnel

NoFees

2 days

Approves therecommendation foraccreditation oforganization as JGU andsigns the Certificate ofAccreditation

2 days OverallDeputy

Ombudsmanor AreaDeputy

Ombudsman

Receives theCertificate ofAccreditation

Invites the JGU officersto pick-up Certificate ofAccreditation

34

FEEDBACK FORM

We value your feedback. Please let us know how well we have served you by completing this form. Simply place

a check mark on the blank space closest to your first impression of our service. Thank you for your time.

OUR SERVICE WAS …

slow ___ ___ ___ ___ ___ prompt

discourteous ___ ___ ___ ___ ___ courteous

inadequate ___ ___ ___ ___ ___ adequate

DO YOU HAVE OTHER COMMENTS ON THE QUALITY OF OUR SERVICE?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

DO YOU HAVE SUGGESTIONS ON HOW WE CAN IMPROVE OUR SERVICE?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

NAME (optional) ___________________________________ CONTACT NO. (optional) ________________

MAILING ADDRESS (optional) ______________________________________________________________

PERSON / UNIT / DIVISION INVOLVED _______________________________________________________

DATE OF TRANSACTION ______________ TIME OF TRANSACTION ____________________________

NATURE OF TRANSACTION

_____ Issuance of Certificate of No Pending Case (Clearance)

_____ Filing of Formal Complaint

_____ Filing of Pleading

_____ Request for Status of Case

_____ Request for Assistance (walk-in)

_____ Request for Assistance (phone-in)

_____ Mediation of Case

_____ Request for Copy of Case Document

_____ Request for Copy of Statement of Assets, Liabilities & Net Worth (SALN)

_____ Request for Lifestyle Check/Reporting of Fixers and Red Tape and Other Graft Cases

_____ Request for Accreditation as Junior Graftwatch Unit

Republic of the PhilippinesOFFICE OF THE OMBUDSMANAgham Road, Diliman, Quezon City

35

FEEDBACK FORM

Pinahalagahan namin ang inyong puna. Hayaan ninyong mabatid namin kung napaglingkuran namin kayo ng

kasiyasiya. Markahan lamang ang patlang na sa pananaw ninyo ay pinakamalapit sa kalidad ng aming paglilingkod.

Salamat sa inyong panahon.

ANG AMING SERBISYO AY …

mabagal ___ ___ ___ ___ ___ mabilis

walang pitagan ___ ___ ___ ___ ___ mapitagan

di sapat ___ ___ ___ ___ ___ sapat

MAY IBA PA BA KAYONG MGA PUNA TUNGKOL SA AMING PAGSISILBI?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

MAYROON BA KAYONG MGA MUNGKAHI UPANG MAPAGALING NAMIN ANG AMING PAGLILINGKOD?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

PANGALAN (opsyonal) ______________________________ TELEPONO (opsyonal) __________________

TIRAHAN (opsyonal) ______________________________________________________________________

KAWANI / YUNIT / SANGAY NA NAGSISILBI __________________________________________________

PETSA NG PAG PUNTA ________________ ORAS NG PAG PUNTA ____________________________

LAYUNIN NG PAG PUNTA

_____ Issuance of Certificate of No Pending Case (Clearance)

_____ Filing of Formal Complaint

_____ Filing of Pleading

_____ Request for Status of Case

_____ Request for Assistance (walk-in)

_____ Request for Assistance (phone-in)

_____ Mediation of Case

_____ Request for Copy of Case Document

_____ Request for Copy of Statement of Assets, Liabilities & Net Worth (SALN)

_____ Request for Lifestyle Check/Reporting of Fixers and Red Tape and Other Graft Cases

_____ Request for Accreditation as Junior Graftwatch Unit

Republic of the PhilippinesOFFICE OF THE OMBUDSMANAgham Road, Diliman, Quezon City

CONTACT NUMBERS

OFFICE OF THE OMBUDSMANAgham Road, Diliman Quezon City

www.ombudsman.gov.ph

OFFICE CONTACT NUMBER ADDRESS

Central Office TL- 9269032 to 40 Agham Road, Diliman, Quezon City

Public Assistance Bureau (PAB) Loc. 102 to 104, 111 G/F, Office of the OmbudsmanDL-9268788 Agham Road, Diliman, Q.CHL-9262662

Mediation Unit DL-9268772

Central Records Division (CRD) Loc. 222, 223 2/F, Office of the OmbudsmanDL-9268752 Agham Road, Diliman, Q.C

Community Coordination Bureau Loc. 112, 122,131 G/F Office of the Ombudsman(CCB) DL-9268780 Agham Road, Diliman, Q.C

Bureau of Resident Ombudsman Loc. 110(BRO) DL-9268720

Field Investigation Office (FIO) DL-927-4102 4/F, Office of the Ombudsman 9272404 Agham Road, Diliman, Q.C.Cell. 09266994703

Office of the Ombudsman for Luzon TL- 9269032 to 40 3/F, Office of the OmbudsmanAgham Road, Diliman, Q.C.

Public Asssistance & Corruption Loc. 330Prevention Office (PACPO) DL-9268794Record Section Loc. 325-327

L-9268741

OMB-Luzon-Regional Office, (049) 5450220 Bacnotan Road, Brgy. Real,Calamba, Laguna Calamba, Laguna

Office of the Deputy Ombudsman TL-9269032-40 3/F, Office of the Ombudsman for the MOLEO DL-9268747 Agham Road, Diliman, Q.C.

DL-9268795Loc. 308, 309

Public Assistance and Community DL-9261590Coordination BureauRecord Section Loc. 319

DL-9268770

36

Office of the Ombudsman TL-(032)2550977 Department of Agriculturefor the Visayas 2533195, 4125340 RO 7 Compd., M. Velez St.,

4125440, 416131 Guadalupe, 6000, Cebu City

Public Assistance & Corruption TL-(032)2538609Prevention Office (PACPO) Loc. 110, 111

TL-(03) 4166134,4125341

Records Section TL-(032) 4125339Loc. 105

OMB Visayas-Iloilo Regional (033) 5094655 G/F, CAP Bldg., General Luna St.,Field Office No. VI, Iloilo City Iloilo City

Office of the Deputy Ombudsman TL-(082) 2213431-33 4/F, Herrera Building, Alvarezfor Mindanao St., Davao City

Public Assistance and Corruption Loc. 309Prevention Office (PACPO) Cell # 09175496241

09189156279

Records Section Loc. 323TF (082) 2213938

OMB-Mindanao-Regional Office, (08822) 714752 Emeteria Bldg., Osmeña, Ext.,Cagayan De Oro City 09175662236 Cagayan De Oro City

Office of the Special Prosecutor DL-9513128,9513120 5/F, Sandigan Bldg., Common-DL-9513121,9513085 wealth Avenue, Batasan Hills,

Quezon City

TL-TrunklineDL-Direct line(s)TF-TelefaxHL-Hotline

37

Republic of the PhilippinesOFFICE OF THE OMBUDSMAN

Agham Road, Diliman, Quezon City

OFFICE O

F THE OM

BUDSMAN

CITIZEN’S CHARTER

table of contents charter_0.pdf · who can apply for an ombudsman clearance? ... lump sum, nbi,...

Documents