Citizen’s Charter

The Citizen’s Charter is an official document, a service standard, that communicates, in simple terms, information on the services provided by the government to its citizens. It describes in detail the comprehensive and uniform checklist of requirements for each type of application or request; procedure to obtain a particular service; person/s responsible for each step; maximum time to conclude the process; document/s to be presented by the applicant or requesting party, if necessary; amount of fees, if necessary; and procedure for filing complaints. (IRR of Republic Act No. 11032, Sec. 4[q])

Each agency within the departmental framework, local government units, government-owned and/or -controlled corporations, State Universities and Colleges, and other government instrumentalities, whether located in the Philippines or abroad, shall designate a Committee on Anti-Red Tape (CART) to ensure that they receive, respond, and comply with the requirements of R.A. No. 11032, its Implementing Rules and Regulations and subsequent issuances by the Anti-Red Tape Authority (ARTA), as may be applicable, and in coordination with the appropriate offices and units. (ARTA M.C. No. 2020-07, as amended by M.C. No. 2023-08, Sec. 3 in relation to Sec. 6.2)

To ensure the wide dissemination of laws, rules and regulations relative thereto, and to be held accountable to the public in rendering fast, efficient, convenient, and reliable service, all government offices are enjoined to conduct a massive information campaign against fixers and fixing by posting, among other modes of information dissemination, the pertinent provisions against fixers and the act of fixing, taking into account the penalties involved,  at the agency’s website and at the most conspicuous places of their office. (ARTA M.C. No. 2023-03, Sec. 3.1)

A fixer is any individual whether or not officially involved in the operation of a government office or agency who has access to people working therein, and whether or not in collusion with them, facilitates speedy completion of transactions for pecuniary gain or any other advantage or consideration (R.A. No. 11032, Sec. 4[e])

Any person who performs or cause the performance of fixing and/or collusion with fixers in consideration of economic and/or other gain or advantage shall be liable for administrative liability and criminal liability of dismissal from the service, perpetual disqualification from holding public office and forfeiture of retirement benefits and imprisonment of one (1) year to six (6) years with a fine of not less than Five hundred thousand pesos (P500,000.00), but not more than Two million pesos (P2,000,000.00). (R.A. No. 9485 as amended by R.A. No. 11032, Sec. 21 in relation to Sec. 22)

Each agency shall establish a public assistance and complaints desk (PACD) which shall be set-up to, among others, effectively receive feedback and monitor customer satisfaction, in a conspicuous area at their official place of business, where an officer or employee knowledgeable in frontline services shall at all times be available for consultation and advice. The desk shall be attended to even during break time. The Office or agency shall institute hotline numbers, short message service, information communication technology, or other mechanisms by which the clients may adequately express their complaints, comments, or suggestions.

The PICC PACD is located at the Information Counter in the Delegation Main Lobby.

PICC Feedback and Complaints Form: https://forms.gle/xrB4NfAJaSd5iBvS9

All agencies shall embed feedback mechanisms and client satisfaction measurement in their process improvement efforts. The agency shall report to the ARTA the results of the Client Satisfaction Survey based on the guidelines to be issued thereby. (IRR of R.A. No. 11032, Rule III, Sec. 3[b])

A regulation refers to any legal instrument that gives effect to a government policy intervention and includes licensing, imposing information obligation, compliance to standards or payment of any form or fee, levy, charge or any other statutory and regulatory requirements necessary to carry out activity or modify behavior. (R.A. No. 11032, Sec. 4[i])

Regulators shall take an active approach in overseeing its regulations which includes the responsibility to plan how regulations will be maintained. Forward planning enables the Philippine government to implement a coordinated and effective regulatory program by allowing stakeholders to view forthcoming regulatory actions and address potential conflicts and duplication at an early stage. (ARTA M.C. No. 2022-06, Sec. 9.3[a])

PICC does not regulate any sector, since it has no regulatory functions, nor does it have any regulatory action planning, because it does not issue any regulation.

All government agencies are mandated to implement a Zero Backlog Program to address current and/or future pending transactions. (ARTA M.C. No. 2022-02, Sec. 3.1)

All government agencies and offices are directed to submit a backlog report of pending transactions on or before March 7 of every year. In case there are no pending transactions for reporting to the Authority, government agencies and offices are required to submit a Zero Backlog Certification as to compliance with the annual reporting (ARTA M.C. No. 2022-02, Secs. 3.2 & 3.3)