citizen’s charter - philippine postal corporation · pdf filecitizen’s charter....

CITIZEN’S CHARTER

MANDATE

I. To provide for the collection, handling, transportation, delivery, forwarding, returning and holding of mails,parcels, and like materials, throughout the Philippines, and, pursuant to agreements entered into, to and fromforeign countries;

II. To determine and dispose of in a manner it deems most advantageous, with law and settled jurisprudence,confiscated or non-mailable mail matters, prohibited articles, dead letters and undelivered mails, except the saleof prohibited drugs, dangerous materials, and other banned articles as defined by law;

III. To plan, develop, promote, and operate a nationwide postal system with a network that extends or makesavailable, at least ordinary mail service, to any settlements in the country.

MISSION

PHLPost provides an efficient, competitive and on-time delivery of communications, goods and payment services inany Filipino community.

VISION

By 2016, PHLPost is the preferred universal delivery service provider of communications, goods and paymentservices in every Filipino community.

PLEDGE OF COMMITMENT

“I am a postal worker, to the Postal Service, I pledge, my loyalty, honesty and dedication to duty.

I pledge to do the best I can in rendering efficient services, to achieve the goals of the Philippine PostalCorporation.

I impose this obligation upon myself voluntarily, without mental reservation or purpose of evasion. SO HELP MEGOD”.

PHLPOST CUSTOMER CARE

For inquiries, suggestions or complaints, you may contact us through:

Customer Care Hotline : 854-0888; 854-9825; 854-4670; 854-1641; 854-6744Website : www.phlpost.gov.phFacebook : PHLPostTwitter : phlpostofficialMailing Address : PHLPost Customer Care, Office of the Postmaster General, Philippine Postal

Corporation, 3/F Central Office Building, Liwasang Bonifacio,Manila 1000

http://www.phlpost.gov.ph

HOW TO FILE A COMPLAINT?

Who may file? General Public

Where to file?

1. Website - PHLPost Customer Care :www.phlpost.gov.ph/customer-care.php

2. Mail to:PHLPost Customer CareOffice of the Postmaster GeneralPhilippine Postal Corporation3/F Central Office BuildingLiwasang Bonifacio1000 Manila, Philippines

3. Facebook: PHLPost4. Twitter: Phlpostofficial

Contents of the complaint:

1. Full name of the Complainant(s)2. Contact details : Mailing Address and/or Telephone Number3. Concern/ Issue to be addressed. For mail inquiry, include the Tracking Number4. Written complaints must be duly signed by the Complainant

Procedures in the handling of complaint:

1. Inquiries received thru the website (PHLPost Customer Care) are electronically acknowledged while thosereceived thru mail are also acknowledged thru mail.

2. Complaints received shall be endorsed to the concerned office/s for their appropriate action within 3 workingdays from receipt.

3. The concerned office shall take appropriate action and directly inform the complainant on the action(s) taken onthe endorsed complaints within 5 working days from receipt.

FRONTLINE SERVICES

PARAAN NG PAGPAPADALA NG SULATHow to Send Mail

URI NGSERBISYO

Type ofService

PARAAN NGPAGPAPADALA

Process of Sending

BABAYARANGHALAGA

Amount to be paid

KAILANGANGFORM/REQUIREMEN

TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

TransactionTime

KAILANMAKAKARATINGService Delivery

Standard

ORDINARY 1. Dalhin ang liham saPostal Teller paramalaman angtimbang ng liham athalaga ng selyongilalagay dito(Present mail toPostal Teller todetermine its weightand the amount ofpostage stampneeded)

2. Bayaran angkaukulang halagang inilagay na selyo(Pay the amount ofpostage stamp)

3. Ihulog sa Mailbox(Drop mail atdesignatedmailbox/counter)

Ang babayaranghalaga ay batay sa:

a. Timbangb. Destinasyonc. Paraan ng

pagpapadala

Rates are based on:a. Weightb. Destinationc. Mode of

conveyance

Tignan ang PHLPostRate Guide para sababayarang halaga.

(Kindly refer toPHLPost Rate Guide)

Selyo o tatak mula saPostage MeteredMachine(Postage Stamp orPostage MeteredMachine Impression)

Postal TellerWindow No. ____

30 segundo(30 seconds)

1-2 ArawKung sa loob lamang ngpinagpadalhangbayan/lungsod(1-2 DaysWithin the samecity/municipality)

3-5 ArawKung sa loob lamang ngpinagpadalhang rehiyon(3-5 DaysWithin the same region)

7-10 ArawSa ibang rehiyon at mgaIslandProvince/City/Municipality(7-10 DaysFor other regions andisland Provinces/City/Municipality)

Kung sa labas ng bansa,tingnan ang DeliveryStandard Guide(for outside thePhilippines, please referto Delivery StandardGuide)


URI NGSERBISYO

Type ofService


Process of Sending

BABAYARANGHALAGA

Amount to be paid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

TransactionTime


Standard

REGISTERED 1. Dalhin ang liham saPostal Teller paramalaman angtimbang ng liham athalaga ng selyongilalagay dito(Present mail toPostal Teller todetermine its weightand the amount ofpostage stampneeded)

2. Kung nais lagyan ngreturn card, humingiat i-fill up ang form.(If with return card,request and fill upthe form)

3. Bayaran angkaukulang halaga nginilagay na selyo(Pay the amount ofpostage stamp)

4. Ire-rehistro ang lihamsa Logbook atpagkatapos aybibigyan ng RegistryReceipt angnagpadala nito(Mail will beregistered in alogbook then sender

Ang babayarang halagaay batay sa:


pagpapadala


conveyance


(Kindly refer to PHLPostRate Guide)


Registry Return Card(Senders Option)


4 minuto(4 minutes)

2-3 ArawSa loob lamang ngpinagpadalhangbayan/lungsod(2-3 DaysWithin the samecity/municipality)

4-5 ArawKung sa loob lamangng pinagpadalhangrehiyon(4-5 DaysWithin the region)

5-7 ArawSa ibang rehiyon(5-7 DaysOther regions)

7-15 ArawSa mga IslandProvinces/Barangays(7-15 DaysFor islandProvinces/Barangays)

Kung sa labas ngbansa, tingnan angDelivery StandardGuide(for outside thePhilippines, pleaserefer to DeliveryStandard Guide)

will be issued aregistry receipt)


URI NGSERBISYO

Type of Service


Process ofSending

BABAYARANGHALAGA

Amount to be paid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

Transaction Time


Standard

eRegistered 1. Dalhin ang lihamsa Postal Tellerpara malamanang timbang ngliham at halagang selyongilalagay dito(Present mail toPostal Teller todetermine itsweight and theamount ofpostage stampneeded)

2. Bayaran angkaukulanghalaga nginilagay na selyo(Pay the amountof postagestamp)

3. Bibigyan ngelectronicRegistry ReturnReceipt (eRRR)ang nagpadalanito(Sender will be

Ang babayarang halagaay batay sa:


pagpapadala


conveyance


(Kindly refer to PHLPostRate Guide)


Electronic RegistryReturn Receipt (eRRR)/AcknowledgementReceipt (AR)


1 minuto(1 minute)




7-15 ArawSa mga IslandProvince/City/Municipality(7-15 DaysFor island Provinces/City/Municipality)

Kung sa labas ng bansa,tingnan ang DeliveryStandard Guide(for outside the

issued a copy ofthe eRRR slip)

Philippines, please referto Delivery StandardGuide)

PARAAN NG PAGPAPADALA NG EXPRESS MAILHow to Send Express Mail

URI NGSERBISYO

Type of Service


Process of Sending

BABAYARANGHALAGA

Amount to be paid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

Transaction Time


Standard

EXPRESS(EMS)

1. Dalhin ang liham saPostal Teller paramalaman ang timbangng liham at halaga ngselyong ilalagay dito(Present mail to PostalTeller to determine itsweight and the amountof postage stampneeded)


3. Humingi at mag fill-upng Consignment NoteForm, pagkatapos ayibalik sa Postal Teller(Ask for aConsignment NoteForm, fill it out andreturn to Postal Teller)

4. Kunin ang iyong kopyang Consignment Note



pagpapadala


conveyance


(Kindly refer toPHLPost RateGuide)

Para sa Domestic:(For Domestic:)

1. For documents,Domestic ExpressMail Service(DEMS) or E-Pouchenvelope.

2. For goods &merchandise,PHLPost Pak

3. DEMS ConsignmentNote

Para sa International:(For International:)

1. For documents,InternationalExpress MailService (IEMS)envelope.

2. For goods &merchandise,PHLPost Pak


4 minuto(4 minutes)

Domestic:

Mga piling lugar(For committedareas)Tumingin sa listahan(please refer to list):


2-3 ArawKung sa looblamang ngpinagpadalhangrehiyon(2-3 DaysWithin the region)


(Get your copy of theConsignment Notefrom the Postal Teller)

3. IEMS ConsignmentNote

International:3-5 Araw(3-5 Days)

PARAAN NG PAGPAPADALA NG PARSELAHow to Send Package

URI NGSERBISYO

Type ofService


Process of Sending

BABAYARANGHALAGA

Amount to be paid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

Transaction Time


Standard

ORDINARY 1. Dalhin ang parsela saPostal Teller para sainspeksyon ng lamannito(Present parcel toPostal Teller forinspection ofcontents)

2. Kumuha at mag fill-up ng ConsignmentNote.(Get and Fill outConsignment Note)


4. Kunin ang kopya ngCN at CP72(Get copy of CN andCP72)

*Kapag nakarating na sadestinasyon angparsela, magpapadala



pagpapadala


conveyance


(Kindly refer toPHLPost RateGuide)

Para sa Domestic:(For Domestic:)

1. PHLPost Pak

Para sa International:(For International:)

1. International ParcelManifold Set(CP72)

2. PHLPost Pak


10 – 15 minuto(10 - 15 minutes)




7-15 ArawSa mga IslandProvince/City/Municipality(7-15 DaysFor island Provinces/City/Municipality)

Kung sa labas ng bansa,tingnan ang DeliveryStandard Guide

ng Notice Card angPost Office sa recipientpara makuha ito.

(for outside thePhilippines, please referto Delivery StandardGuide)

PARAAN NG PAGKUHA NG PARSELAHow to Claim Package

URI NGSERBISYO

Type of Service

PARAAN NG PAGPAPADALAProcess of Sending

BABAYARANGHALAGA

Amount to be paid

KAILANGANGFORM/

REQUIREMENTNeeded

Form/Requirement

NAKATALAGANG KAWANIPerson-in-

Charge

ORAS NGPAGPROSES

OTransaction

Time


Standard

PARCEL CLAIM(INTERNATIONAL

)

1. Ipakita ang Notice Card at validID. Kung hindi makukuha ngtaong nakapangalan sa parsela,kailangang may dalangAuthorization Letter at ID angtaong kukuha.(Claimant presents Notice Cardand valid ID. For representative,present Authorization Letter andID of addressee)

2. Kapag nakita na ang parsela, itoay dadaan sa pagsusuri ngCustoms Officer(Once the package is identified, itwill be examined by a CustomsOfficer)

3. Bayaran sa Bureau of Customspersonnel ang kaukulangCustoms Duty/Tariff kung angparsela ay taxable.(Pay to the Bureau of Customspersonnel the CustomsDuty/Tariff if the item is taxable)

4. Bayaran ang Presentation to

Notice Card

2 valid IDs

AuthorizationLetter (ifrepresentative ofthe addressee)

Postal TellerWindow No.____

Examiner/CollectorBureau ofCustoms

Examiner/CollectorBureau ofCustoms

CashierWindow No.____

10 minuto(10 minutes)

Pagpunta sa PostOffice(Upon visit at thePost Office)

Customs Charge.(Pay the Presentation to CustomsCharge)

5. Maari nang makuha ang parsela(Releasing of parcel)

6. Para sa door-to-door delivery,magbayad ng delivery fee.

(For door-to-door delivery, pay thedelivery fee)

Tignan ang PHLPostRate Guide para sababayarang halaga.(Kindly refer toPHLPost Rate Guide)

PARAAN NG PAGKUHA NG SULAT, EXPRESS MAIL AT PARSELA SA POST OFFICESHow to Claim Letters, Express Mail and Package at Post Offices

URI NGSERBISYO

Type of Service


BABAYARANG HALAGA

Amount to bepaid

KAILANGANGFORM/

REQUIREMENTNeeded Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

TransactionTime


Standard

WINDOWDELIVERY

CLAIM(FOR LETTERS,EXPRESS MAIL,PARCELS ANDUNDELIVERED

MAILS)

1. Ipakita ang Notice Card at valid ID. Kunghindi makukuha ng taong nakapangalan saparsela/liham, kailangang may dalangAuthorization Letter at ID ang taongkukuha.(Claimant presents Notice Card and validID. For representative, presentAuthorization Letter and ID of addressee)

2. Kung ang sulat, Express Mail o Parsela aytaxable, bayaran ang kaukulang CustomsDuty/Tariff sa pamamagitan ng PostalMoney Order(If letter, Express Mail or Parcel is taxable, paythe Customs Duty/Tariff by Postal MoneyOrder)

3. Kung ang sulat, Express Mail o Parsela aytaxable, bayaran ang Presentation toCustoms Charge.

(If letter, Express Mail or Parcel is taxable ,pay the Presentation to Customs Charge)

4. Pumirma sa Notice Card at sa DeliveryBook

Notice Card

2 valid IDs

Authorization Letter(if representative ofthe addressee)

PostalTellerWindowNo. ____

3 minuto(3 minutes)

Pagpunta sa PostOffice(Upon visit at thePost Office)

(Sign the Notice Card and Delivery Book)

5. Maari nang makuha ang sulat, ExpressMail o parsela(Letter, Express Mail or Parcel can bereleased)

7. Para sa door-to-door delivery, magbayadng delivery fee.

(For door-to-door delivery, pay the deliveryfee)

PARAAN NG PAGPAPADALA AT PAGKUHA NG POSTAL MONEY ORDERHow to Send and Receive Postal Money Order

URI NGSERBISYO

Type of Service


BABAYARANG HALAGA

Amount to bepaid

KAILANGANG FORM/REQUIREMENT

NeededForm/Requirement

NAKATALAGANG

KAWANIPerson-in-

Charge

ORAS NGPAGPROSESO

TransactionTime


Standard

Postal MoneyOrder

PAGPAPADALA (SENDING):1. Kumuha at mag-fill out ng Money

Order Application Form(Sender fills out Money OrderApplication Form

2. Bayaran ang kaukulang feekasabay ng halagang ipadadala(Give amount to be sent and payMoney Order fee)

3. Kunin ang Money Order check(Get Money Order check)

4. Pilasin ang stub sa Money Ordercheck(Tear off the stub from the MoneyOrder check)

5. Ipadala sa pamamagitan ngRegistered ang Money Order check(Send through Registered theMoney Order check)

Tingnan angPHLPost RateGuide(Please refer toPHLPost RateGuide)

Money OrderApplication Form

Money Order Receipt


5 minuto(5 minutes)


4-5 ArawKung sa loob lamangng pinagpadalhangrehiyon(4-5 DaysWithin the region)


7-15 ArawSa mga IslandProvinces/Barangays(7-15 Days

PAGKUHA (CLAIMING):1. Ipakita ang Money Order check at

isang valid ID(Present the Money Order checkand a valid ID)

2. Kunin ang ipinadalang pera(Claim your money)

3. Kunin ang Money Order receipt(Get the Money Order receipt)

For islandProvinces/Barangays)

Kung sa labas ngbansa, tingnan angDelivery StandardGuide(for outside thePhilippines, pleaserefer to DeliveryStandard Guide)

PARAAN NG PAGPAPADALA AT PAGKUHA NG ELECTRONIC POSTAL MONEY ORDERHow to Send and Receive Electronic Postal Money Order

URI NGSERBISYO

Type of Service


Process of Sending

BABAYARANGHALAGA

Amount to bepaid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSESO

Transaction Time


Standard

ePost MO PAGPAPADALA(SENDING):

6. Kumuha at mag-fill outng CustomerInformation Sheet(Sender fills outCustomer InformationSheet)

7. Bayaran ang kaukulangfee kasabay nghalagang ipadadala(Give amount to be sentand pay remittance fee)

8. Kunin ang resibo atipaalam sa taongpinadalhan ang trackingnumber(Get receipt and informrecipient the trackingnumber)

Tingnan angPostal e-MoneyRates Guide(Please refer toPostal e-MoneyRates Guide)

Customer InformationSheet

Transaction Form


5 minuto(5 minutes)

Pagkataposma-proseso angtransaksyon(Immediately afterthe processing oftransaction)

PAGKUHA (CLAIMING):4. Ipakita ang tracking

number na ipinadala ngsender at isang valid ID(Present the trackingnumber and a valid ID)

5. Pumirma sa ePost MOlogbook(Sign in the ePost MOlogbook

6. Kunin ang ipinadalangpera(Claim your remittance)

PARAAN NG PAGBABAYAD NG BILL GAMIT ANG BAYAD CENTERHow to Pay Bills through Bayad Center

URI NGSERBISYO

Type of Service


BABAYARANGHALAGA

Amount to bepaid

KAILANGANGFORM/

REQUIREMENTNeeded

Form/Requirement

NAKATALAGANG KAWANIPerson-in-

Charge

ORAS NGPAGPROSES

OTransaction

Time


Standard

Bayad Center 1. Ipakita ang Billing Statement para sascanning(Present Billing Statement for scanning)

2. Bayaran ang kaukulang bill(Pay bil)

3. Kunin ang kopya ng billing statement namay katibayan na ito ay nabayaran na(Get copy of billing statement with theamount paid printed on designated area)

Billing Statement Postal TellerWindow No.____

5 minuto(5 minutes)

1-2 araw pagkataposma i-encode angdetalye ang bayad.(1-2 days afterencoding of thedetails of payment)

PARAAN NG PAGBABAYAD NG PHILHEALTH PREMIUM CONTRIBUTIONHow to Pay PhilHealth Premium Contribution

URI NGSERBISYO

Type of Service

PARAAN NGPAGBABAYAD

Process of Payment

BABAYARANGHALAGA

Amount to bepaid


TNeeded

Form/Requirement

NAKATALAGANGKAWANI

Person-in-Charge

ORAS NGPAGPROSES

OTransaction

Time


Standard

PhilHealthPremiumPayment

1. Ipakita ang PhilHealthPremium Payment Slip(2 kopya) para sascanning(Present PhilHealthPremium Payment Slip(2 copies) for scanning)

2. Bayaran ang kaukulangpremium(Pay correspondingamount of premium)

3. Kunin ang kopya ngPhilHealth AgencyReceipt na may tatakng Post Office kung

PhilHealth PremiumPayment Slip


5 minuto(5 minutes)

Ang nakolektang bayadmula sa ika-1 hanggangika-15 araw ng buwan ayi-reremit sa ika-25 arawng buwan at ang nakoletanaman sa mga araw ngika-16 hanggang ika-31ng buwan ay i-reremit saika-10 araw ng susunodna buwan.(Collected payment forthe day 1-15 of the monthshall be remitted to the25th of the month andfrom day 16-31 is on the10th day of thesucceeding month)

saan binayaran(Get copy of PhilHealthAgency Receipt with theamount paid printed bythe Post Office)

PARAAN NG PAGKUHA NG POSTAL IDHow to Apply for Postal ID

URI NGSERBISYO

Type ofService

PARAAN NG PAGKUHAApplication Process

BABAYARANGHALAGA

Amount to be paid

KAILANGANGFORM/

REQUIREMENTNeeded Form/Requirement

NAKATALAGANG KAWANI

Person-in-Charge

ORAS NGPAGPROSESO

TransactionTime


Standard

POSTAL ID 1. Kumuha at punan ang Postal ID (PID)Application Form(Get and fill-out Postal ID applicationform)

2. Isumite ang application form kasama ngiba pang hinihinging dokumento(Submit application form along withother required documents)

3. Bayaran ang kaukulang Postal ID fee(Pay Postal ID fee)

4. Tumuloy sa Data Capture Station upangmagpa-encode ng detalye sa sistema atmagpakuha ng biometrics data at litrato.(Proceed to the Data Capture Station for


(Kindly refer toPHLPost Rate Guide)

Please seeattached PIDrequirements


8 – 15 minuto(8 - 15 minutes)

5-7 days for Metro Manila

7-15 days for the rest ofLuzon, Visayas andMindanao

May exceed 15 days fortowns without Post Officeand under scheduleddeliveries

the encoding of applicant details in thesystem and capturing of biometricsdata/photo.)

5. Kung walang Data Capture Station saPost Office, pumunta sa designatedCapturing Post Office upang magpa-encode ng detalye sa sistema atmagpakuha ng biometrics data at litrato.(If there is no Data Capture Station inthe Post Office, go to the designatedCapturing Post Office for the encodingof applicant details in the system andcapturing of biometrics data/photo.)

6. Maghintay sa paghatid ng Postal ID sainyong napiling address napagpapadalahan(Wait for the delivery of your Postal ID atyour preferred mailing address)

Please seeattached list ofCapturingOffices

citizen’s charter - philippine postal corporation · pdf filecitizen’s charter....

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