itizen’s harter handook

THE ANTI-RED TAPE AUTHORITY CITIZEN’S CHARTER HANDBOOK

(2019 1st EDITION)

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ANTI-RED TAPE AUTHORITY

CITIZEN’S CHARTER

2019 (1st Edition)

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FOREWORD

The Anti-Red Tape Authority, as the agency mandated by R.A. 11032 to monitor and ensure compliance with the national policy on anti-red tape and ease of doing business in the country, endeavors to set an example to its fellow government agencies by ensuring that it complies with all the provisions of the law, the Citizen’s Charter provision being one among many.

In view of R.A. 11032 requiring all government agencies to have a Citizen’s Charter, the different offices under the Authority have worked together to craft its own Citizen’s Charter which aims to communicate the service standards of the frontline services that we provide to our clients. Further, we made sure that we get to meet the deadline that the law has set for all government agencies because we, in ARTA, recognize that no one is above and in no way exempted to what the law mandates.

It is our mission to be the window to the future, an exemplification of what government agencies would look like – an agency that advocates smarter initiatives for an effective, efficient, and pro-people government.

Atty. Jeremiah B. Belgica, EnP, REB Director General

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I. Mandate:

Under Section 17 of R.A. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2019, the

Anti-Red Tape Authority shall be created to ensure the attainment of the objectives of the said Act which will be attached to

the Office of the President and be responsible for the following:

(a) Implement and oversee a national policy on anti-red tape and ease of doing business;

(b) Implement various ease of doing business and anti-red tape reform initiatives aimed at improving the ranking of the

Philippines;

(c) Monitor and evaluate the compliance of agencies covered under Section 3 of this Act, and issue notice of warning to

erring and/or noncomplying government employees or officials;

(d) Initiate investigation, motu proprio or upon receipt of a complaint, refer the same to the appropriate agency, or file cases

for violations of this Act;

(e) Assist complainants in filing necessary cases with the CSC, the Ombudsman and other appropriate courts, as the case

may be;

(f) Recommend policies, processes and systems to improve regulatory management to increase the productivity, efficiency,

and effectiveness of business permitting and licensing agencies;

(g) Review proposed major regulations of government agencies, using submitted regulatory impact assessments, subject

to proportionality rules to be determined by the Authority;

(h) Conduct regulatory management training programs to capacitate NGAs and LGUs to comply with sound regulatory

management practices;

(i) Prepare, in consultation with the appropriate agencies, regulatory management manuals for all government agencies

and/or instrumentalities and LGUs;

(j) Provide technical assistance and advisory opinions in the review of proposed national or local legislation, regulations or

procedures;

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(k) Ensure the dissemination of and public access to information on regulatory management system and changes in laws

and regulations relevant to the public by establishing the Philippine Business Regulations Information System;

(l) Enlist the assistance of the CSC, DTI and other government agencies in the implementation of its powers and functions

provided for in this Act; and

(m) Perform such acts as may be necessary to attain the objectives of this Act.

II. Vision:

Our vision is a fair and citizen-centric Philippine government, which enables a vibrant business environment ang a high-

trust society.

III. Mission:

To achieve our vision, we will transform the way the government enables its citizens and stakeholders through

collaboration, technology, and good regulatory practice.

IV. Service Pledge:

As public servants, the Anti-Red Tape Authority commits to embody:

Integrity: We commit ourselves to be the catalysts of change and development, serving the interest of the Filipino people

above all.

Citizen Centricity: We promote accountable, transparent governance by cutting excessive bureaucracy and enhancing the

local business environment. ARTA lives by the principle that “Public service is a public trust”.

Innovation: We believe that efficiency is a continuous and collaborative effort rather than an end goal. Through a

productive and sustainable system, we grow as a nation.

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LIST OF SERVICES

Anti-Red Tape Authority – Legal and Public Assistance Office 7

External Services

1. Acknowledgement of Non-ARTA Related Complaints 8 2. Filing of Complaints (Email) 10

3. Filing of Complaints (Registered Mail) 14

4. Filing of Complaints (Walk-in) 18

5. Request for Briefing / Training

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Anti-Red Tape Authority

Legal and Public Assistance Office

External Services

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1. Acknowledgement of Non-ARTA Related Complaints

Acknowledgement of Non-ARTA related Complaints sent to the Anti-Red Tape Authority

Office: Legal and Public Assistance Office

Classification: Simple

Type of Transaction: G2C – Government to Citizen, G2B – Government to Business, G2G – Government to Government

Who may avail: all

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Duly Accomplished Complaint Form (1 Copy, Original or Photocopy)

2. For complaints sent via email kindly include the following information if applicable:

• Full name of the complainant.

• Address of the complainant.

• Contact details of the complainant.

• Details of the acts complained of.

• Person(s) charged.

• Name of agency of person(s) charged, if applicable

• Evidence of such violation.

• Relief prayed for.

Complainant

CLIENT STEPS AGENCY ACTION FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Send complaint with the detailed information via email, registered mail, or walk-in to the Legal and Public Assistance Office of the Anti-Red Tape Authority

1.1 Send an acknowledgement email upon receipt of the complaint.

None 10 Minutes Frontline Complaint

Officer

1.2 Assign a Unique Complaint Ticket number.


Officer

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Email:[email protected] Address: Legal and Public Assistance Office G/F HPGV Building #395 Sen Gil Puyat Avenue Makati City

1.3. Encode the Complaint Ticket Number and all relevant information as indicated on the checklist of requirements in the Complaints Log Book for tracking.


Officer

1.4. Read and assess the complaint email along with other attached document and recommend the appropriate action for the complaint.

None 30 Minutes Legal Officer

1.5. Fill out the complaint Handling Sheet with identified issues, violations, and recommended action.


1.6 Encode the complaint details in the ARTA database.


Officer

1.7. Draft an Acknowledgement letter.


Officer

1.8. Forward the drafted letter to the Legal Officer for review


1.9 Forward the approved letter to the Office of the Deputy Director General for signature

None 1 Day ODDG

2. Receive the Acknowledgement Letter

2. Scan the signed letter and send it to the complainant via email and registered mail


Officer

2.1 File and record all actions taken on the complaint. Tag complaint file as CLOSED


Officer

TOTAL: None 1 Day, 1 Hour,

30 Minutes

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2. Filing of Complaints (Email)

Filing of complaint through electronic mail

Office or Division: Legal and Public Assistance Office

Classification: Highly Technical


Who may avail: All


For complaints sent via email, kindly include the following information:








• Relief prayed for. Complainant

1. Transaction Slips (1, Scanned Copy) 2. Receipts (1, Scanned Copy) 3. Notification (1, Scanned Copy) 4. Application Form (1, Scanned Copy) 5. Payment Slips (1, Scanned Copy) 6. Acknowledgement Receipts (1, Scanned Copy) 7. Confirmation Slips (1, Scanned Copy)

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PROCESSING TIME

PERSON RESPONSIBLE

1. Send complaint via email with the detailed information at Email to the Legal and Public Assistance Office of the Anti-Red Tape Authority Email:[email protected]

1.1 Send an acknowledgement email upon receipt by the Frontline Complaint Officer.

None 5 Minutes

Frontline Complaint Officer


1.2. Print out email for filing and records purposes.

None 5 Minutes



1.3. Generate a unique Complaint Ticket Number and assign to new complaints. The Complaint Ticket Number and information from the checklist of requirements are encoded in the Complaints Log Book for tracking.

None 5 Minutes



1.4. Read the complaint email along with other attached documents to identify the form (the required information is complete) and substance (is it ARTA-related or otherwise) of the complaint.

None 1 Day Legal Officer





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1.6. Encode the complaint details in the ARTA database.

None 5 Minutes



1.7. Draft 1st Endorsement letter.

None 10 Minutes



1.8. Locate email address of government agency concerned from the database

None 1 Hour



2. Receives a copy of the 1st endorsement letter

2.1 Send the 1st Endorsement Letter to the government agency concerned and copy furnish the complainant.

None 5 Minutes



2.2. Contact the government agency to inform that ARTA sent a 1st Endorsement email and confirm receipt.

None 10 Minutes



2.3. Wait for the concerned agency to respond Note: The Concerned Government Agency must send a reply within 24 hours.

None 1 Day



2.4. Send an acknowledgement response to government agency.

None 5 Minutes



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2.5 Evaluate substance of response from government agency to identify if the complainant's prayer has been resolved.

None 30 Minutes



3. Receives a closure letter of the complaint filed

3.1. Draft and send closure letter addressed to complainant.

None 10 Minutes



3.2. Print emails from government agency and the ARTA letter to the complainant. Keep the documents on file for records purposes. File and record all actions taken on the complaint

None 5 Minutes



3.3 File and record all actions taken on the complaint. Ensure that the complaint ticket number is tagged as closed on file.

None 5 Minutes



TOTAL: None 2 Days, 2 Hours, 50 Minutes

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3. Filing of Complaints (Registered Mail) Filing of complaint through electronic mail



Type of Transaction:

G2C – Government to Citizen, G2B – Government to Business, G2G – Government to Government

Who may avail: All


1. For complaints sent via registered mail, kindly include the following information:








• Relief prayed for. Complainant

2. Transaction Slips (1, Original or Photocopy) 3. Receipts (1, Original or Photocopy) 4. Notification (1, Original or Photocopy) 5. Application Form (1, Original or Photocopy) 6. Payment Slips (1, Original or Photocopy) 7. Acknowledgement Receipts (1, Original or Photocopy) 8. Confirmation Slips (1, Original or Photocopy)

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CLIENT STEPS AGENCY ACTION FEES TO BE

PAID PROCESSING

TIME PERSON

RESPONSIBLE

1. Send complaint via registered mail to the Legal and Public Assistance Office of the Anti-Red Tape Authority Address: Legal and Public Assistance Office G/F HPGV Building #395 Sen Gil Puyat Avenue Makati City

1.1. Receive and sign acknowledgement receipt of signed complaint letter. A Complaint Ticket Number is generated for the complaint.

None 5 Minutes



1.2. Read the complaint letter along with other attached documents to identify the form (the required information is complete) and substance of the complaint.

None 5 Minutes



1.3. Generate a unique Complaint Ticket Number assign to new complaints. The Complaint Ticket Number and information from the checklist of requirements are encoded in the Complaints Log Book for tracking.

None 5 Minutes



1.4. Read the complaint along with other attached documents to identify the form (the required information is complete) and substance (is it ARTA-related or otherwise) of the complaint.






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1.6 Encode the complaint details in the ARTA database.

None 5 Minutes



1.7 Draft 1st Endorsement letter. None 10 Minutes




None 1 Hour




2.1. Send the 1st Endorsement Letter to the government agency concerned, copy furnish the complainant.

None 5 Minutes



2.2 Contact the government agency to inform that ARTA sent a 1st Endorsement email and confirm receipt.

None 10 Minutes



2.3 Wait for the concerned agency to respond. Note: The Concerned Government Agency must send a reply within 24 hours.

None 1 Day



2.4 Send an acknowledgement response to government agency.

None 5 Minutes



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2.5. Evaluate substance of response from government agency to identify if the complainant's prayer has been resolved.

None 30 Minutes




2.6 Draft and send closure letter addressed to complainant via email and registered mail.

None 10 Minutes




None 5 Minutes




None 5 Minutes



TOTAL: None 2 Days, 2 Hours, 50 Minutes

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4. Filing of Complaints (Walk-in) Filing of complaint through personal appearance at the ARTA office




Who may avail: All


1. Duly Accomplished Complaint Form * Full name of the complainant. * Address of the complainant. * Contact details of the complainant. * Details of the acts complained of. * Person(s) charged. * Name of agency of person(s) charged, if applicable * Evidence of such violation. * Relief prayed for.

ARTA Public Assistance Office

2. Transaction Slips (1, Original or Photocopy) 3. Receipts (1, Original or Photocopy) 4. Notification (1, Original or Photocopy) 5. Application Form (1, Original or Photocopy) 6. Payment Slips (1, Original or Photocopy) 7. Acknowledgement Receipts (1, Original or Photocopy) 8. Confirmation Slips (1, Original or Photocopy)

Complainant

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PROCESSING TIME

PERSON RESPONSIBLE

1. Send complaint to the Legal and Public Assistance Office of the Anti-Red Tape Authority Address: Legal and Public Assistance Office G/F HPGV Building #395 Sen Gil Puyat Avenue Makati City

1.1 Receive the Duly Accomplished Complaint form and review the complaint in the presence of the complainant. A Complaint Ticket Number is generated for the complaint.

None 1 Hour



1.2 Generate a unique Complaint Ticket Number and assign to new complaints. The Complaint Ticket Number and information from the checklist of requirements are encoded in the Complaints Log Book for tracking.

None 5 Minutes



1.3 Read the complaint along with other attached documents to identify the form (the required information is complete) and substance (is it ARTA-related or otherwise) of the complaint.






1.5. Encode the complaint details in the ARTA database.

None 5 Minutes



1.6. Draft 1st Endorsement letter. None 10 Minutes Frontline Complaint

Officer

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None 1 Hour




2.1 Send the 1st Endorsement Letter to the government agency concerned and copy furnish the complainant.

None 5 Minutes



2.2 Contact the government agency to inform that ARTA sent a 1st Endorsement email and confirm receipt.

None 10 Minutes



2.3 Wait for the concerned agency to respond Note: The Concerned Government Agency must send a reply within 24 hours.

None 1 Day



2.4 Send an acknowledgement response to government agency.

None 5 Minutes



2.5. Evaluate substance of response from government agency to identify if the complainant's prayer has been resolved.

None 30 Minutes



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3.1 Draft and send closure letter addressed to complainant via email and registered mail

None 10 Minutes




None 5 Minutes




None 5 Minutes



TOTAL: None 1 Day, 3

Hours, 40 Minutes

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5. Request for Briefing Request for a briefing or presentation of R.A. 11032

Office/Division Public Relations Unit, Regulatory Management and Training Division, Compliance Monitoring and Evaluation Office

Classification Simple

Type of transaction G2G

Who may avail All Government Instrumentalities

CHECKLIST OF REQUIREMENTS

1. Formal invitation via email, registered mail or walk-in containing the following data:

• Full name of the representative from the requesting Agency

• Contact number and email address

• Full details of requested training requested training (What, When, Where, Who, and How)

Requesting Party

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PROCESSING TIME

PERSON RESPONSIBLE

1. Send formal invitation to the official email of Anti-Red Tape Authority or through registered mail with the details indicated on the checklist of requirements.

1.1 Receive formal invitation None 1 Hour

For invitations received via registered mail: Receptionist For invitations received via registered email: Communications Officer Public Relations Unit

1.2. Send an email Acknowledgement Receipt of the invitation

None 30 Minutes Communications Officer Public Relations Unit

2. Receive acknowledgement

receipt of invitation (if invitation was sent

via email, text message, or social

media)

2.1 File and Record the Invitation


2.2 Forward invitation to the Office of the Director General


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2.3 Review invitation for further instructions

None 4 Hours

Executive Assistant Office of the Director General Director General Office of the Director General

2.4 Forward invitation with instructions to the Communications Officer

None 10 Minutes Secretary Office of the Director General

3. Receive response to invitation via email

3. Coordinate via email and phone call with the requesting party for schedule and conduct briefing as scheduled

None 2 Hours Communications Officer Public Relations Unit

Total: None 1 Day

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Type of training Duration Responsible Office

Briefing on the law RA11032 and its IRR 4 Hours Public Relations Unit

Briefing on the Implementation of the Citizen's Charter or MC 2019-002

4 Hours Compliance Monitoring and Evaluation Office

Regulatory Impact Assessment 5 Days Regulatory Management and Training

Division

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FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback Answer the feedback form in the office lobby and put it in the feedback and complaints drop box. Administrative and Financial Services Contact Info: 8-478-5099

How feedbacks are processed The admin verifies the nature of queries and feedback within one working day. The same will be referred to the Office concerned via email. Upon receiving the reply from the concerned Office, the client will be informed via email or phone call For follow-ups or queries, the contact information are as follows: 8-478-5099 [email protected]

How to file a complaint To file a complaint against the Authority, provide the following details via email:

- Full name and contact information of the complainant - Narrative of the complain - Evidences - Name of the person being complained

Send all complaints against the Authority to [email protected] For follow-ups or queries, the contact information are as follows: 8-478-5099

How complaints are processed All complaints received against the Authority will be processed by the Anti-Red Tape Unit (ARTU) of the Authority The ARTU browses, evaluates, and determines the complaints received on a daily basis. The ARTU shall coordinate with the concerned Office to answer the complaint and shall investigate, if necessary. After the concern has been addressed or after the

mailto:[email protected]

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conduct of the investigation, the ARTU shall create an incident report for the Director General, for appropriate action. The ARTU shall give the feedback to the clients via email. For follow-ups or queries, the contact information are as follows: 8-478-5099

Contact Information of CCB, PCC, ARTA ARTA: 8-478-5093 [email protected] PCC: [email protected] 8888 CCB: [email protected] 0908-881-6565



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Office Address Contact Information

Anti-Red Tape Authority G/F HPGV Building 395 Sen. Gil Puyat Avenue Makati City

www.arta.gov.ph

Anti-Red Tape Authority Office of the Director General

G/F HPGV Building 395 Sen. Gil Puyat Avenue Makati City

8478-5091

Anti-Red Tape Authority Better Regulations Office


8478-5099

Anti-Red Tape Authority Communication Office


8478-5099

Anti-Red Tape Authority Compliance Monitoring and Evaluation Office


8478-5099

Anti-Red Tape Authority Legal and Public Assistance Office


8478-5093

http://www.arta.gov.ph/

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