Citizen's Charter 2020 (2nd Edition)

Office of the President-ProperJan 1, 1970Other Rules and Procedures15 min read

The 2020 Office of the President-Proper Citizen's Charter outlines the responsibilities and services provided by the Office of the President (OP-Proper) in the Philippines. Its core functions include assisting the President in government management, providing consultative and advisory services, and supporting legislative activities and special projects. The Charter emphasizes a commitment to public accountability and responsiveness to the President's needs while also facilitating services such as document requests, public assistance, and handling citizen complaints through various channels, including the 8888 Citizens' Complaint Center. Overall, it aims to embody the aspirations of the Filipino people for a government that fosters peace, security, and meaningful change.

Quick Answers

What is Citizen's Charter 2020 (2nd Edition) about?

What type of law is Office of the President-Proper?

Citizen's Charter 2020 (2nd Edition) (Office of the President-Proper) is a Philippine Other Rules and Procedures enacted by the Congress of the Philippines.

What is the citation for Citizen's Charter 2020 (2nd Edition)?

Citizen's Charter 2020 (2nd Edition), Office of the President-Proper (Philippines)

2020

OFFICE OF THE PRESIDENT-PROPER

I. Mandate:

The mandate of the OP-Proper is to respond to the specific needs and requirements of the President to achieve the purposes and objectives of the Office.

As such, the OP-Proper performs the following vital/core functions:

(a) Directly assist the President in the management of the affairs pertaining to the Government of the Republic of the Philippines.

(b) Provide consultative, research, fact-finding and advisory service to the President.

(d) Assist the President in the administration of special projects.

(e) Provide direct services to the President and, for this purpose, attend to functions and matters that are personal or which pertain to the First Family.

(f) Provide technical and administrative support on matters concerning development management, general government administration and internal administration.

III. n Vision:

"The Office of the President Proper shall be the embodiment of the Filipino people's highest aspiration for a government, one that promotes and sustains an environment of peace and security, inclusive growth, public accountability, genuine compassion and meaningful change towards a just social order."

IV. Mission:

"The Office of the President Proper shall be fully responsive to the specific needs and requirements of the President as Head of State and Government, Chief Executive and Commander-in-Chief."

V. Service Pledge:

"We, in the Office of the President (OP) Proper, commit to fulfill the standards of the Quality Management System that incorporates Risk-based Thinking; promote effective Complete Staff Work (CSW) by adhering to applicable requirements; and continually improve our efficiency in order to be fully responsive to the specific needs and expectations of the President and those of other relevant interested parties."

LIST OF SERVICES

Malacañang Records Office

1. Document, Information and Reference Service (Walk-In Clients)

2. Document, Information and Reference Service (mail or email request)

3. Freedom of Information (FOI) Document Request

Presidential Complaint Center

4. Public Assistance Service to Letter Senders

5. Public Assistance Service to Walk-in Clients

8888 Citizens' Complaint Center

6. Citizen's Complaint Hotline

Malacañang Records Office

External Services

1. DOCUMENT, INFORMATION AND REFERENCE SERVICE (walk-in clients)

This is an external service that provides the document, information and reference request of the general public/walk-in clients and other government offices for a copy or certified copy of document(s) in the custody of the Malacañang Records Office (MRO) subject to its existing office policies.

Office or Division:	Malacañang Records Office-File Maintenance and Retrieval Division (FMRD) and Finance Office-Cashiering Division
Classification:	Simple
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Letter request or MRO Form No. 1 (1 copy only)	Malacañang Records Office — Receiving Window (Room M128, Mabini Hall, Malacañang, Manila)
Valid ID (1 ID only)	Agency/Office

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit letter request or fill-up MRO Form no. 1 at the Receiving Window, Room M128, Mabini Hall to the FMRD human resource in-charge	1. Receive letter request or MRO Form no. 1, search, retrieve and prepare copy or certified copy of requested documents such as:	none	5 minutes	FMRD human resource in-charge at Rm 128, Mabini Hall, to wit:
a. current issuances (e.g., Proclamations, etc.)	30 mins.	Grace Martal — PSO I
b. current records (e.g., OP case records, etc.)	2 hours	Joy Serquina-PSO V Lourdes Cuenca-PSO I Rochelle Roxas-PSO IV Maura Jasmin Reyes-PSA
c. non-current or archival records (CY 2019 & below)	2 to 3 days	Ellenita Gatbunton-PSO VI
2. Secure Job Order Slip	2. Issue Job Order Slip	none	2 minutes	Above mentioned FMRD human resource in charge
3. Pay to the Cashier Office at Room 242, 2F, Mabini Hall	3. Issue Official Receipt	P5.00 per page for reproduction and P40.00 per certified copy	10 minutes	Cashier on Duty, PSO II, Cashiering Division, Finance Office
4. Go back to MRO at Room M128 and present the Official Receipt (OR) & Job Order Slip to the FMRD human resource in-charge	4. Release requested copy or certified copy of documents and issue certificate of appearance, if requested.	none	5 minutes	Above mentioned FMRD human resource in charge

Total Processing Time
for current issuances	37 mins
for current records	2 hrs & 22 mins.
for non-current or archival records	3 days

Total Fees to be Paid vary depending on the number of document (copy or certified copy)

2. DOCUMENT, INFORMATION AND REFERENCE SERVICE (mail or email request)

This is an external service that provides the document, information and reference request of the general public and other government offices sent via mail or email for a copy or certified copy of document(s) in the custody of the Malacañang Records Office (MRO) subject to its existing office policies.

Office or Division:	Malacañang Records Office-Incoming and Outgoing Communications Division (IOCD) and File Maintenance and Retrieval Division (FMRD)
Classification:	Simple
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SEND
Letter request or Email	Malacañang Records Office-Room M128, Mabini Hall, Malacañang, Manila or [email protected]ñang.gov.ph

CLIENT STEP	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send letter request via mail at Rm 128 Mabini Hall, Malacañang, Manila or email at [email protected] gov.ph	1. Receive letter request or email, attach QR code, encode and forward request to FMRD	none	15 minutes	Receiving Clerk, IOCD at Rm 128, Mabini Hall, Malacañang, Manila
	2. Search, retrieve and prepare letter-reply and requested information or documents such as:	none	30 minutes	FMRD human resource in charge of requested document:
a. current issuances (e.g., Proclamations, etc.)	2 hours	Grace Martal-PSO I
b. current records (e.g., OP case records, etc.)	2 to 3 days	Joy Serquina-PSO V Lourdes Cuenca-PSO I Rochelle Roxas-PSO IV Maura Jasmin Reyes-PSA
c. non-current or archival records (2019 & below)		Ellenita Gatbunton-PSO VI
	3. If certified copy is requested, prepare CTCs of requested document for signature of the Director IV and send via registered mail, otherwise send reply via email	none	15 minutes	Above mentioned FMRD human resource in charge
5 minutes	Atty. C. Zeny E. Ferrolino-Enad-Director IV
5 minutes	Renante Jordan, PSO IV, IOCD

Total Processing Time

for current issuances

for current records

for non-current or archival records

50-60 minutes

2 hrs. & 30 mins.

3 days or less

Total Fees to be Paid

none

3. FREEDOM OF INFORMATION (FOI) DOCUMENT REQUEST

This is an external service that provides the request of the general public for FOI document(s) in the custody of the Malacañang Records Office (MRO) subject to its existing FOI policies.

Office or Division:	Malacañang Records Office-Incoming & Outgoing Communications Division (IOCD), File Maintenance and Retrieval Division (FMRD), Office of the Deputy Executive Secretary for Finance (ODESFA), Office of the Deputy Executive Secretary for Legal Affairs (ODESLA) and Finance Office-Cashiering Division
Classification:	Complex
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
MRO Form No. 8 (FOI Request Form)	Malacañang Records Office-Receiving Window (Room M128, Mabini Hall, Malacañang, Manila)
Authorization letter or Special Power of Attorney (SPA)	Agency/Office
Valid IDs (2 IDs) of the requester	Agency/Office
Photocopy of ID of the authorized representative	Agency/Office

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit filled-up MRO Form no. 8 with other documentary requirements (authorization letter or SPA, 2 valid IDs) at the Receiving Window, Room M128, Mabini Hall or email at [email protected] gov.ph	1. Receive MRO Form no. 8, attach QR code, encode and forward to FOI Receiving Officer(s)	none	15 minutes	Receiving Clerk, IOCD at Rm 128, Mabini Hall, Malacañang, Manila
	2. Search and retrieve requested FOI documents and prepare referral slip addressed to ODESFA/ ODESLA for signature of the Director IV, for clearance or instruction and release the same to ODESFA	none	2 to 3 days 10 minutes 5 minutes	FOI Receiving Officers: Ogene Angeles-PSO VI Rochelle Roxas-PSO IV Atty. C. Zeny E. Ferrolino-Enad-Director IV Rochelle Roxas-PSO IV, FMRD
	3. Process request for Clearance/ Instruction	none	11 days	ODESFA/ODESL A human resource in charge
	4. Receive clearance or instruction, prepare reply and requested copy or certified copy of FOI documents, and inform requester via email or phone call relative to FOI request		3 hours	Rochelle Roxas-PSO IV, FMRD
2. Secure Job Order Slip	5. Issue Job Order Slip	none	2 minutes	Rochelle Roxas-PSO IV, FMRD
3. Pay to the Cashier Office at Room 242, 2F, Mabini Hall	6. Issue Official Receipt	P5.00 per page for reproduction and P40.00 per certified copy	10 minutes	Cashier on Duty, PSO II, Cashiering Division, Finance Office
4. Go back to MRO at Room M128 and present the Official Receipt (OR) & Job Order Slip to the FOI Receiving Officer	7. Release copy or certified copy of requested FOI documents and issue certificate of appearance, if requested.	none	5 minutes	Rochelle Roxas-PSO IV, FMRD

Total Processing Time

15 days or less

Total Fees to be Paid vary depending on the number of document (copy or certified copy) requested

Presidential Complaint Center

External Services

4. Public Assistance Service to Letter Senders

This service ensures that letters addressed to the President and routed to the Center and those letters addressed to the Center are evaluated and referred to the most appropriate agency/ies for expeditious action/resolution/investigation/clarification.

Office or Division:	Presidential Complaint Center
Classification:	Simple
Type of Transaction:	G2C
Who may avail:	Any citizen with legitimate concern with the different government agencies, bureaus, corporations/commissions, departments, offices
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Letter-request of client addressed to the President of the Republic or addressed to the center	Provided by client

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Client sends a letter request to the President/ Center at Presidential Complaint Center Bahay Ugnayan, Malacañang, Manila or email address at [email protected] gov.ph	1. Receiving Clerk officially receives and forwards letter request to Action Officer (AO)	None	5 minutes	Angelica R. Acosta -PSA (PCC) Marlyn Del Rosario -COS (PCC)
2. AO evaluates, prepares and submits draft action document for approval of the Head of Office/ Designated Signatory	None	20 minutes	Christopher A. Mendoza -PSO II (PCC) Neil E. Mercado -PSO III (PCC) Joey C. Abas -PSO II (PCC)
2. Copy of the action document is mailed to client	3. Signed action documents are scanned and dispatched to addressee-agency.	None	5 minutes	Kelvin Mark C. Lao -COS (PCC)
4. Signed action documents are processed and released for mailing.	None	20 minutes	Pietroche M. Ponce -COS (PCC) Jerelyn C. Nogaliza -COS (PCC)
5. Data encoding of pertinent details of client's personal information and action document, AO, date of receipt/ edispatch/ mailing	None	5 minutes	Sharlene Manahan -COS (PCC) Jinky A. Bautista -COS (PCC)
Previous record of client is submitted for filing and storage.	Angelica Lumbrera -COS (PCC) Leonard Q. Quevedor -PSA (PCC)
	TOTAL:	None	55 minutes

5. Public Assistance Service to Walk-in Clients

This service provides assistance to clients who come to Malacañang to seek the President's help on their requests, complaints, and other concerns, which are evaluated and referred to the most appropriate agency/ies for expeditious action/resolution/investigation/clarification.

Office or Division:	Presidential Complaint Center (PCC)
Classification:	Simple
Type of Transaction:	G2C
Who may avail:	Any citizen with legitimate concern with the different ABCDO's
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Accomplished PCC Walk-in Client Form with attachments (if any). Walk-in Clients are requested to present identification cards for verification purposes. In case of agencies that have documentary requirements, walk-in clients are advised and provided with a checklist of these requirements to prepare before proceeding to the agency with PCC's action document. In case of a walk-in client who is merely a representative of the person in need of the assistance, the client is requested to present a Special Power of Attorney, together with his identification card and that of the assistance seeker authorizing him/her (or at least a photocopy of the ID card).	Walk-in-Client form is available at the Center's lobby guard. Action Officer assigned to walk-in client. Special Power of Attorney may be prepared and notarized by an authorized lawyer.

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Walk-in Client (WIC) proceeds to the Guard's Counter and Accomplished WIC Form at Presidential Complaint Center Bahay Ugnayan, Malacañang, Manila	1. Guard-on-Duty requests client to present identification card, records client's personal information in logbook, takes a picture of client, and provides client with WIC Form to accomplish	None	Client Dependent (Turnaround time starts from the time of receipt of a letter request by the Action Officer.)
1.1 Guard-on-Duty prepares photocopy of WIC ID card and accomplished WIC Form/letter request of client; returns WIC ID card; forwards accomplished WIC Form to Action Officer	None	5 minutes	Guards-on-Duty (PCC)
2. Client is advised to proceed to the waiting area	2. Assigned Action Officer (AO) receives copies of client's ID card, evaluates client's concern, prepares and submits draft action document, for approval/ signature.	None	30 minutes	Christopher A. Mendoza-PSO II (PCC) Neil E. Mercado -PSO III (PCC) Joey C. Abas -PSO II (PCC) Mencel G. Abella -PSO I (PCC)
3. Client signs on file copy, with time and date of release, and receives a copy of action document, or copy of action document mailed to client.	3. Signed action document is processed for release to client or for mailing.	None	20 minutes	Luisito C. Felix -AA IV (PCC)
4. Data encoding of pertinent details of client's personal information and action document, AO, date of receipt/release to client	None	5 minutes	Sharlene Manahan -COS (PCC) Jinky A. Bautista -COS (PCC)
4.1. Previous record of client is submitted for filing and storage.	Angelica Lumbrera -COS (PCC) Leonard Q. Quevedor -PSA (PCC)
	TOTAL:	None	60 minutes

8888 Citizens' Complaint Center

External Services

6. Citizen's Complaint Hotline

Executive Order (EO) No. 6, S. 2016 mandates the 8888 Citizens' Complaint Center (8888 CCC) to receive complaints and grievances on acts of red tape and corruption through the "8888" telephone hotline and other communication channels which may include Short Message Service (SMS)/Text Access.

Office or Division	8888 Citizens' Complaint Center
Classification	Simple
Type of Transaction	Government-to-Citizen (G2C) and Government-to-Government (G2G)
Who may avail	All
Checklist of Requirement	Where to Secure
• Mobile Phone or Telephone	Client Dependent

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. A. Dial 8888, then press 1 after the voice prompt to report on complaints, grievances or assistance	1. A. Call taker will gather personal information of the caller and transcribe the details and provide Ticket Number for follow through purposes	None (but mobile call needs one (1) peso load balance) Regular long distance charge may apply outside NCR (for PLDT landlines)	12 minutes 1	Administrative Service Assistant (Call Taker) 8888 CCC and Administrative Aide VI (Clerk III) (Call Taker) 8888 CCC Administrative Aide VI (Action Officer) 8888 CCC Administrative Assistant II (Supervisory Dispatcher) 8888 CCC
B. Send SMS to 8888 with the required format For complaint:(C/Pangalan/ Ahensya ng gobyerno ng gustong ireklamo/ Kumpletong detalye ng reklamo) For Assistance:(A/Pangalan/ Uri ng tulong kagaya ng Pinansyal, Pangkabuhayan, Pabahay, Trabaho, Pang-edukasyon at Claims/Ahensya ng gobyerong gustong lapitan/ Kompletong detalye ng hinihinging tulong)	B. SMS is acknowledged by SMS Transcriber a Ticket Number is provided for follow up purposes
C. Dial 8888, then Press 2 to request information or to know the status of a referred concern.	C. Call takers will gather the caller's personal information and Ticket Number for verification
2. The Action Officer reviews and evaluates the transcriptions for legitimacy, and ensures that the concern is referred to the proper agency.	10 minutes
3. The Supervisory Dispatcher shall review, approve and send the action documents to the concerned agency through the 8888 web system.	10 minutes

TOTAL:

None

32 Minutes 2

VI. Feedback and Complaints

FEEDBACK AND COMPLAINTS MECHANISMS

How to send a feedback	• Complaints/Feedback forms are readily available on top of the suggestion box located at the interview area of the MRO and PCC • Feedback can also be sent thru email, mail or can be aired during interview, whichever is convenient to the complainant. • Random callers will be requested to answer automated survey on the Hotline IVR for 8888.
How Feedback is processed	• Every Friday, the Admin. Officer opens the suggestion box and compiles all the submitted feedback forms of the designated Offices (MRO and PCC). • Feedback requiring further action are forwarded to the relevant offices for appropriate action. • 8888 Telco partner will provide the Center with data analytics on the client satisfaction survey on a monthly basis
How to file a complaint	• A Complaint may be written in the Client Feedback Form. • A complaint may be sent thru mail/email or thru walk-in client form.
How complaints are processed	• For simple complaints, the matter is addressed outright. • For serious complaints, the issue is elevated to higher authorities.
Contact Information of CCB, PCC, ARTA	8888 — Citizen's Complaint Center 0908-8816565 — CSC Contact Center ng Bayan 478-5093 — Anti-Red Tape Authority 8736-86-29/03/45 — Presidential Complaint Center [email protected]

VII. List of Offices

Office	Address	Contact Information
Malacañang Records Office	Rm M-128 Mezzanine Floor, Mabini Hall, J.P. Laurel St., San Miguel, Manila	8784-4286 loc. 4911/8736-1346 (F) 8249-8310 loc. 8064
Presidential Complaint Center	Bahay Ugnayan, J. P. Laurel St., San Miguel, Manila	87368645/87368603 8249-8310 loc. 8164
8888 Citizens' Complaint Center	J. P. Laurel St. San Miguel, Manila	784-4286 local 4633 8888

Footnotes

1. Call time duration may vary depending on the client's needs.

2. Processing time may vary depending on the call duration with the client.

n Note from the Publisher: Copied verbatim from the official document. Irregular numerical sequence.

Citizen's Charter 2020 (2nd Edition)

Office of the President-ProperJan 1, 1970Other Rules and Procedures15 min read

Quick Answers

What is Citizen's Charter 2020 (2nd Edition) about?

What type of law is Office of the President-Proper?

Citizen's Charter 2020 (2nd Edition) (Office of the President-Proper) is a Philippine Other Rules and Procedures enacted by the Congress of the Philippines.

What is the citation for Citizen's Charter 2020 (2nd Edition)?

Citizen's Charter 2020 (2nd Edition), Office of the President-Proper (Philippines)

2020

OFFICE OF THE PRESIDENT-PROPER

I. Mandate:

The mandate of the OP-Proper is to respond to the specific needs and requirements of the President to achieve the purposes and objectives of the Office.

As such, the OP-Proper performs the following vital/core functions:

(a) Directly assist the President in the management of the affairs pertaining to the Government of the Republic of the Philippines.

(b) Provide consultative, research, fact-finding and advisory service to the President.

(d) Assist the President in the administration of special projects.

(e) Provide direct services to the President and, for this purpose, attend to functions and matters that are personal or which pertain to the First Family.

(f) Provide technical and administrative support on matters concerning development management, general government administration and internal administration.

III. n Vision:

IV. Mission:

"The Office of the President Proper shall be fully responsive to the specific needs and requirements of the President as Head of State and Government, Chief Executive and Commander-in-Chief."

V. Service Pledge:

LIST OF SERVICES

Malacañang Records Office

1. Document, Information and Reference Service (Walk-In Clients)

2. Document, Information and Reference Service (mail or email request)

3. Freedom of Information (FOI) Document Request

Presidential Complaint Center

4. Public Assistance Service to Letter Senders

5. Public Assistance Service to Walk-in Clients

8888 Citizens' Complaint Center

6. Citizen's Complaint Hotline

Malacañang Records Office

External Services

1. DOCUMENT, INFORMATION AND REFERENCE SERVICE (walk-in clients)

Office or Division:	Malacañang Records Office-File Maintenance and Retrieval Division (FMRD) and Finance Office-Cashiering Division
Classification:	Simple
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Letter request or MRO Form No. 1 (1 copy only)	Malacañang Records Office — Receiving Window (Room M128, Mabini Hall, Malacañang, Manila)
Valid ID (1 ID only)	Agency/Office

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit letter request or fill-up MRO Form no. 1 at the Receiving Window, Room M128, Mabini Hall to the FMRD human resource in-charge	1. Receive letter request or MRO Form no. 1, search, retrieve and prepare copy or certified copy of requested documents such as:	none	5 minutes	FMRD human resource in-charge at Rm 128, Mabini Hall, to wit:
a. current issuances (e.g., Proclamations, etc.)	30 mins.	Grace Martal — PSO I
b. current records (e.g., OP case records, etc.)	2 hours	Joy Serquina-PSO V Lourdes Cuenca-PSO I Rochelle Roxas-PSO IV Maura Jasmin Reyes-PSA
c. non-current or archival records (CY 2019 & below)	2 to 3 days	Ellenita Gatbunton-PSO VI
2. Secure Job Order Slip	2. Issue Job Order Slip	none	2 minutes	Above mentioned FMRD human resource in charge
3. Pay to the Cashier Office at Room 242, 2F, Mabini Hall	3. Issue Official Receipt	P5.00 per page for reproduction and P40.00 per certified copy	10 minutes	Cashier on Duty, PSO II, Cashiering Division, Finance Office
4. Go back to MRO at Room M128 and present the Official Receipt (OR) & Job Order Slip to the FMRD human resource in-charge	4. Release requested copy or certified copy of documents and issue certificate of appearance, if requested.	none	5 minutes	Above mentioned FMRD human resource in charge

Total Processing Time
for current issuances	37 mins
for current records	2 hrs & 22 mins.
for non-current or archival records	3 days

Total Fees to be Paid vary depending on the number of document (copy or certified copy)

2. DOCUMENT, INFORMATION AND REFERENCE SERVICE (mail or email request)

Office or Division:	Malacañang Records Office-Incoming and Outgoing Communications Division (IOCD) and File Maintenance and Retrieval Division (FMRD)
Classification:	Simple
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SEND
Letter request or Email	Malacañang Records Office-Room M128, Mabini Hall, Malacañang, Manila or [email protected]ñang.gov.ph

CLIENT STEP	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Send letter request via mail at Rm 128 Mabini Hall, Malacañang, Manila or email at [email protected] gov.ph	1. Receive letter request or email, attach QR code, encode and forward request to FMRD	none	15 minutes	Receiving Clerk, IOCD at Rm 128, Mabini Hall, Malacañang, Manila
	2. Search, retrieve and prepare letter-reply and requested information or documents such as:	none	30 minutes	FMRD human resource in charge of requested document:
a. current issuances (e.g., Proclamations, etc.)	2 hours	Grace Martal-PSO I
b. current records (e.g., OP case records, etc.)	2 to 3 days	Joy Serquina-PSO V Lourdes Cuenca-PSO I Rochelle Roxas-PSO IV Maura Jasmin Reyes-PSA
c. non-current or archival records (2019 & below)		Ellenita Gatbunton-PSO VI
	3. If certified copy is requested, prepare CTCs of requested document for signature of the Director IV and send via registered mail, otherwise send reply via email	none	15 minutes	Above mentioned FMRD human resource in charge
5 minutes	Atty. C. Zeny E. Ferrolino-Enad-Director IV
5 minutes	Renante Jordan, PSO IV, IOCD

Total Processing Time

for current issuances

for current records

for non-current or archival records

50-60 minutes

2 hrs. & 30 mins.

3 days or less

Total Fees to be Paid

none

3. FREEDOM OF INFORMATION (FOI) DOCUMENT REQUEST

This is an external service that provides the request of the general public for FOI document(s) in the custody of the Malacañang Records Office (MRO) subject to its existing FOI policies.

Office or Division:	Malacañang Records Office-Incoming & Outgoing Communications Division (IOCD), File Maintenance and Retrieval Division (FMRD), Office of the Deputy Executive Secretary for Finance (ODESFA), Office of the Deputy Executive Secretary for Legal Affairs (ODESLA) and Finance Office-Cashiering Division
Classification:	Complex
Type of Transaction:	G2C — Government-to-Citizens and G2G — Government-to-Government
Who may avail:	All
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
MRO Form No. 8 (FOI Request Form)	Malacañang Records Office-Receiving Window (Room M128, Mabini Hall, Malacañang, Manila)
Authorization letter or Special Power of Attorney (SPA)	Agency/Office
Valid IDs (2 IDs) of the requester	Agency/Office
Photocopy of ID of the authorized representative	Agency/Office

CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit filled-up MRO Form no. 8 with other documentary requirements (authorization letter or SPA, 2 valid IDs) at the Receiving Window, Room M128, Mabini Hall or email at [email protected] gov.ph	1. Receive MRO Form no. 8, attach QR code, encode and forward to FOI Receiving Officer(s)	none	15 minutes	Receiving Clerk, IOCD at Rm 128, Mabini Hall, Malacañang, Manila
	2. Search and retrieve requested FOI documents and prepare referral slip addressed to ODESFA/ ODESLA for signature of the Director IV, for clearance or instruction and release the same to ODESFA	none	2 to 3 days 10 minutes 5 minutes	FOI Receiving Officers: Ogene Angeles-PSO VI Rochelle Roxas-PSO IV Atty. C. Zeny E. Ferrolino-Enad-Director IV Rochelle Roxas-PSO IV, FMRD
	3. Process request for Clearance/ Instruction	none	11 days	ODESFA/ODESL A human resource in charge
	4. Receive clearance or instruction, prepare reply and requested copy or certified copy of FOI documents, and inform requester via email or phone call relative to FOI request		3 hours	Rochelle Roxas-PSO IV, FMRD
2. Secure Job Order Slip	5. Issue Job Order Slip	none	2 minutes	Rochelle Roxas-PSO IV, FMRD
3. Pay to the Cashier Office at Room 242, 2F, Mabini Hall	6. Issue Official Receipt	P5.00 per page for reproduction and P40.00 per certified copy	10 minutes	Cashier on Duty, PSO II, Cashiering Division, Finance Office
4. Go back to MRO at Room M128 and present the Official Receipt (OR) & Job Order Slip to the FOI Receiving Officer	7. Release copy or certified copy of requested FOI documents and issue certificate of appearance, if requested.	none	5 minutes	Rochelle Roxas-PSO IV, FMRD

Total Processing Time

15 days or less

Total Fees to be Paid vary depending on the number of document (copy or certified copy) requested

Presidential Complaint Center

External Services

4. Public Assistance Service to Letter Senders

Office or Division:	Presidential Complaint Center
Classification:	Simple
Type of Transaction:	G2C
Who may avail:	Any citizen with legitimate concern with the different government agencies, bureaus, corporations/commissions, departments, offices
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Letter-request of client addressed to the President of the Republic or addressed to the center	Provided by client

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Client sends a letter request to the President/ Center at Presidential Complaint Center Bahay Ugnayan, Malacañang, Manila or email address at [email protected] gov.ph	1. Receiving Clerk officially receives and forwards letter request to Action Officer (AO)	None	5 minutes	Angelica R. Acosta -PSA (PCC) Marlyn Del Rosario -COS (PCC)
2. AO evaluates, prepares and submits draft action document for approval of the Head of Office/ Designated Signatory	None	20 minutes	Christopher A. Mendoza -PSO II (PCC) Neil E. Mercado -PSO III (PCC) Joey C. Abas -PSO II (PCC)
2. Copy of the action document is mailed to client	3. Signed action documents are scanned and dispatched to addressee-agency.	None	5 minutes	Kelvin Mark C. Lao -COS (PCC)
4. Signed action documents are processed and released for mailing.	None	20 minutes	Pietroche M. Ponce -COS (PCC) Jerelyn C. Nogaliza -COS (PCC)
5. Data encoding of pertinent details of client's personal information and action document, AO, date of receipt/ edispatch/ mailing	None	5 minutes	Sharlene Manahan -COS (PCC) Jinky A. Bautista -COS (PCC)
Previous record of client is submitted for filing and storage.	Angelica Lumbrera -COS (PCC) Leonard Q. Quevedor -PSA (PCC)
	TOTAL:	None	55 minutes

5. Public Assistance Service to Walk-in Clients

Office or Division:	Presidential Complaint Center (PCC)
Classification:	Simple
Type of Transaction:	G2C
Who may avail:	Any citizen with legitimate concern with the different ABCDO's
CHECKLIST OF REQUIREMENTS	WHERE TO SECURE
Accomplished PCC Walk-in Client Form with attachments (if any). Walk-in Clients are requested to present identification cards for verification purposes. In case of agencies that have documentary requirements, walk-in clients are advised and provided with a checklist of these requirements to prepare before proceeding to the agency with PCC's action document. In case of a walk-in client who is merely a representative of the person in need of the assistance, the client is requested to present a Special Power of Attorney, together with his identification card and that of the assistance seeker authorizing him/her (or at least a photocopy of the ID card).	Walk-in-Client form is available at the Center's lobby guard. Action Officer assigned to walk-in client. Special Power of Attorney may be prepared and notarized by an authorized lawyer.

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Walk-in Client (WIC) proceeds to the Guard's Counter and Accomplished WIC Form at Presidential Complaint Center Bahay Ugnayan, Malacañang, Manila	1. Guard-on-Duty requests client to present identification card, records client's personal information in logbook, takes a picture of client, and provides client with WIC Form to accomplish	None	Client Dependent (Turnaround time starts from the time of receipt of a letter request by the Action Officer.)
1.1 Guard-on-Duty prepares photocopy of WIC ID card and accomplished WIC Form/letter request of client; returns WIC ID card; forwards accomplished WIC Form to Action Officer	None	5 minutes	Guards-on-Duty (PCC)
2. Client is advised to proceed to the waiting area	2. Assigned Action Officer (AO) receives copies of client's ID card, evaluates client's concern, prepares and submits draft action document, for approval/ signature.	None	30 minutes	Christopher A. Mendoza-PSO II (PCC) Neil E. Mercado -PSO III (PCC) Joey C. Abas -PSO II (PCC) Mencel G. Abella -PSO I (PCC)
3. Client signs on file copy, with time and date of release, and receives a copy of action document, or copy of action document mailed to client.	3. Signed action document is processed for release to client or for mailing.	None	20 minutes	Luisito C. Felix -AA IV (PCC)
4. Data encoding of pertinent details of client's personal information and action document, AO, date of receipt/release to client	None	5 minutes	Sharlene Manahan -COS (PCC) Jinky A. Bautista -COS (PCC)
4.1. Previous record of client is submitted for filing and storage.	Angelica Lumbrera -COS (PCC) Leonard Q. Quevedor -PSA (PCC)
	TOTAL:	None	60 minutes

8888 Citizens' Complaint Center

External Services

6. Citizen's Complaint Hotline

Office or Division	8888 Citizens' Complaint Center
Classification	Simple
Type of Transaction	Government-to-Citizen (G2C) and Government-to-Government (G2G)
Who may avail	All
Checklist of Requirement	Where to Secure
• Mobile Phone or Telephone	Client Dependent

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. A. Dial 8888, then press 1 after the voice prompt to report on complaints, grievances or assistance	1. A. Call taker will gather personal information of the caller and transcribe the details and provide Ticket Number for follow through purposes	None (but mobile call needs one (1) peso load balance) Regular long distance charge may apply outside NCR (for PLDT landlines)	12 minutes 1	Administrative Service Assistant (Call Taker) 8888 CCC and Administrative Aide VI (Clerk III) (Call Taker) 8888 CCC Administrative Aide VI (Action Officer) 8888 CCC Administrative Assistant II (Supervisory Dispatcher) 8888 CCC
B. Send SMS to 8888 with the required format For complaint:(C/Pangalan/ Ahensya ng gobyerno ng gustong ireklamo/ Kumpletong detalye ng reklamo) For Assistance:(A/Pangalan/ Uri ng tulong kagaya ng Pinansyal, Pangkabuhayan, Pabahay, Trabaho, Pang-edukasyon at Claims/Ahensya ng gobyerong gustong lapitan/ Kompletong detalye ng hinihinging tulong)	B. SMS is acknowledged by SMS Transcriber a Ticket Number is provided for follow up purposes
C. Dial 8888, then Press 2 to request information or to know the status of a referred concern.	C. Call takers will gather the caller's personal information and Ticket Number for verification
2. The Action Officer reviews and evaluates the transcriptions for legitimacy, and ensures that the concern is referred to the proper agency.	10 minutes
3. The Supervisory Dispatcher shall review, approve and send the action documents to the concerned agency through the 8888 web system.	10 minutes

TOTAL:

None

32 Minutes 2

VI. Feedback and Complaints

FEEDBACK AND COMPLAINTS MECHANISMS

How to send a feedback	• Complaints/Feedback forms are readily available on top of the suggestion box located at the interview area of the MRO and PCC • Feedback can also be sent thru email, mail or can be aired during interview, whichever is convenient to the complainant. • Random callers will be requested to answer automated survey on the Hotline IVR for 8888.
How Feedback is processed	• Every Friday, the Admin. Officer opens the suggestion box and compiles all the submitted feedback forms of the designated Offices (MRO and PCC). • Feedback requiring further action are forwarded to the relevant offices for appropriate action. • 8888 Telco partner will provide the Center with data analytics on the client satisfaction survey on a monthly basis
How to file a complaint	• A Complaint may be written in the Client Feedback Form. • A complaint may be sent thru mail/email or thru walk-in client form.
How complaints are processed	• For simple complaints, the matter is addressed outright. • For serious complaints, the issue is elevated to higher authorities.
Contact Information of CCB, PCC, ARTA	8888 — Citizen's Complaint Center 0908-8816565 — CSC Contact Center ng Bayan 478-5093 — Anti-Red Tape Authority 8736-86-29/03/45 — Presidential Complaint Center [email protected]

VII. List of Offices

Office	Address	Contact Information
Malacañang Records Office	Rm M-128 Mezzanine Floor, Mabini Hall, J.P. Laurel St., San Miguel, Manila	8784-4286 loc. 4911/8736-1346 (F) 8249-8310 loc. 8064
Presidential Complaint Center	Bahay Ugnayan, J. P. Laurel St., San Miguel, Manila	87368645/87368603 8249-8310 loc. 8164
8888 Citizens' Complaint Center	J. P. Laurel St. San Miguel, Manila	784-4286 local 4633 8888

Footnotes

1. Call time duration may vary depending on the client's needs.

2. Processing time may vary depending on the call duration with the client.

n Note from the Publisher: Copied verbatim from the official document. Irregular numerical sequence.

Citizen's Charter 2020 (2nd Edition)

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