CITIZEN’S CHARTER

CITIZEN’S CHARTER

PHILIPPINE EMBASSYCANBERRA

MISSIONTO ADVANCE

THE INTERESTS OF THE

PHILIPPINES AND THE FILIPINO

PEOPLE IN THE WORLD

COMMUNITY.

The DEPARTMENT OF FOREIGN AFFAIRS is the prime agency of government responsible for the pursuit of the State’s foreign policy and the nerve center for a

Foreign Service worthy of the trust and pride of every Filipino.

We are an organization of competent, dedicated and highly motivated personnel, who devote their

energies to the benefit of the Filipino people.

We implement foreign policy with the highest

standards of professionalism and commitment.

VISION

VISION We pursue bilateral, regional and multilateral relations to advance the interest of the Philippines and the Filipinos. We build partnerships with national security and development agencies, think-tanks and the academe, the private sector, the media and civil society in the interest of the nation and the people.

We endeavor to promote regional and global cooperation in

order to achieve peace, prosperity and

stability.

VISION In the global arena, we work for social justice

especially for the poor, human rights and

fundamental freedoms, and a

democratic way of life.

We are committed to secure a world free

from serious environmental degradation,

transnational crime and proliferation of nuclear weapons.

VISION Our missions

abroad are the partners of

Filipinos overseas in the pursuit of the

national interest and

in the promotion and

protection of their rights and

well-being.

Team Philippines Australia

VISION We have a highly responsive system, which

ensures effective delivery of services.Our personnel are our greatest asset. We are committed to the personal, professional and

career development of each employee.In pursuit of our goals, we strive for and live by the principles of excellence, integrity and

patriotism.

OAV Registration

Dual Citizenship

Tourism Promotion

Passport Services

OBJECTIVES• To contribute to the

enhancement of national security and the protection of the territorial integrity and national sovereignty;

• To participate in the national endeavor to sustain development and to enhance the Philippines’ competitive edge in a global milieu;

Visit to International Catamaran (INCAT) in Tasmania.

Signing of the Statement of Commitment for the Philippines-Australia

Development Cooperation Strategy 2012-2017.

Consultation meeting with officials from TAFE-

NSW.

OBJECTIVES

•

• To protect the rights and promote the welfare of Filipinos overseas and to mobilize them as partners in national development;

Filipino-Australian Banaag Awardee for

2012

Meeting with the Filipino Seniors Committee of the Filipino

Ministerial Consultative Committee

Seminar on Work-Place Relations for OFWs in Australia

Filipino scholars visit the Embassy

OBJECTIVES • To project a positive image

of the Philippines;• To increase international

understanding of Philippine culture for mutually-beneficial relations with other countries;

OBJECTIVES

• To increase and maximize the performance of the Department.

3rd Philippines-Australia Ministerial Meeting Visit of DSWD Sec. Dinky Soliman

4th ASEAN Regional Forum Inter-Sessional Meeting on Non-

Proliferation and Disarmament

State Visit of Pres. Benigno S. Aquino to Australia

CONSULAR SERVICES

FRONTLINE SERVICES OFFERED

PassportVisas

Dual CitizenshipLegalization of Documents

Civil RegistrationNBI Clearance Fingerprinting

and Verification

PASSPORT Passport Officer - Ms. MADELAINE D. DAVID

PASSPORT Requirements

First Time Applicant• Personal appearance of applicant• Duly accomplished ePassport application form• Report of Birth• Supporting Documents to prove identity (for

applicants 18 years old and above)

• Non-refundable processing fee of AUD108• Additional AUD10 for postage fee or pre-paid,

self-addressed envelope if applicants choose to have new passport sent by mail.

- Driver’s License- Company ID

- School ID- NBI Clearance

PASSPORT

Additional Requirements for Minor Applicants:

• Personal appearance of either parent

• Valid passports of parents

RequirementsFirst Time Applicants

PASSPORT

• Personal appearance of applicant• Duly accomplished application form• Original Passport• Photocopy of data page of passport• Non-refundable processing fee of AUD108 • Additional AUD10 for postage fee or pre-

paid, self-addressed envelope if applicants choose to have new passport sent by mail.

RequirementsRenewal Applicants

PASSPORT

Additional requirements for minor applicants:

•Personal appearance of either parent•Valid passports of parents

RequirementsRenewal Applicants

PASSPORT

Additional requirements for married women who want to use husband’s surname: • If married in the Philippines: Marriage Contract

in valid Security Paper (SECPA) issued by NSO • If married abroad: Report of Marriage

Note: Married applicants who wish to use the surnames of their husbands in their passports are advised that the following format will be used in accordance with Article

370 of the Civil Code of the Philippines which states that:“A married woman may use: Her first name and

maiden surname and add her husband’s surname.”

RequirementsRenewal Applicants

PASSPORT

Additional requirements for married women who wish to revert to maiden name:• If marriage is annulled: Marriage Contract in valid

Security Paper (SECPA) issued by NSO with annotation on the annulment decree, certified true copy of the first page and the dispositive portion of the judgment on annulment.

• If widowed: Death Certificate of spouse in valid Security Paper issued by NSO of the deceased husband.

• If divorced: Certified true copy of the first page and the dispositive portion of the judgment on divorce, and the Philippine Court Order recognizing divorce.

Requirements Renewal Applicants

PASSPORT

Additional Requirements for Dual Citizens:• Certificate of Re-acquisition/Retention

of Filipino Citizenship (Identification Certificate)• Oath of Allegiance• Order of Approval

RequirementsRenewal Applicants

PASSPORT Requirements

Replacement of Lost Passport• Personal appearance of applicant• Duly accomplished application form• If born in the Philippines, Birth Certificate in

valid Security Paper issued by NSO• If born abroad, Report of Birth• Photocopy of lost passport, if available• Non-refundable processing fee of AUD 162 for

lost MRRP and MRP Passport or AUD 270 for lost ePassport

• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have new passport sent by mail.

PASSPORT

• Supporting Documents to prove identity (for applicants 18 years old and above)

• Affidavit of Loss to be certified by a Justice of the Peace or an Australian Notary Public

• Police ReportNB: Application for the replacement of a lost passport is forwarded to Manila, for issuance of an ePassport, after the 15-working day clearing period (from the date of the

lodging of application).

- Driver’s License- Company ID

- School ID- NBI Clearance

RequirementsReplacement of Lost Passport

PASSPORT Procedure in Lodging an Application

Step 1: Applicant submits application

forms and other documentary

requirements.

Step 2: Passport officer checks if the form is properly filled-out and documentary requirements are complete and in order. (5 mins.)

Step 3a : If applicant satisfies all requirements, passport officer encodes applicant’s details, takes photograph,

signature and fingerprints, and prints out enrolment certificate. (10 mins)

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer requires applicant to submit

necessary documents.

Step 4: Applicant checks the details on the enrolment certificate and if found correct, affixes signature on

said certificate. (3 mins)

Step 5: Applicant pays for the fees. (2 mins)

Step 6: Enrolment certificate is signed by Embassy signing officer and sent to Manila

electronically. (at the end of each day).

Step 7: Passport production is done in Manila. (approximately 4-8 weeks)

Step 8: Passport is sent by DFA Manila to the Embassy (every Tuesday) and Embassy sends it to

applicant upon receipt (every Friday) via registered mail (takes 3-5 working days to reach applicant.

PASSPORT

• Latest Philippine passport• Affidavit detailing the applicant's personal

data (name, citizenship, age and permanent address) and circumstances or reasons for the application for a Travel Document

• Two (2) recent passport-size colored photographs with plain white background and with the applicant’s signature at the back

RequirementsTravel Document

PASSPORT

• Non-refundable processing fee of AUD54

• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have the travel document sent by mail.

RequirementsTravel Document

PASSPORT Procedure in Lodging an Application

Travel DocumentStep 1: Applicant submits

application forms and other documentary requirements.

Step 2: Passport officer checks if the form is properly filled out and

documentary requirements are complete and in order. (5 mins.)

Step 3a : If applicant satisfies all documentary requirements, passport officer accepts and processes application. (10 Mins

Step 3b: If there are lacking documents or there are discrepancies

found in the papers submitted, passport officer requires applicant to

submit necessary documents.

Step 4: Applicant pays for the fee. (2 mins)

Step 5: The Travel Document is issued to the applicant 3 days from the date of lodging of

application.

Applying in Person

PASSPORT Procedure in Lodging an Application

Travel Document

Step 1: Upon receipt, Passport officer checks if the form is properly filled out and documentary

requirements are complete and in order.

Step 2a : If applicant satisfies all documentary requirements, passport officer issues receipt and processes

application.

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer communicates

with applicant to send the necessary documents.

Step 3: Travel Document is sent to the applicant via registered mail 3 days after completion of the

application process.

Applying by Mail

VISA Visa Officer: Mr. Glenn M. Fuñe

VISA

• Duly accomplished application form (FA Form No. 2)

• Passport with at least 6 months validity• Flight itinerary • 2 Passport-size photographs taken during the

last six (6) months, quarter profile showing earlobes, on white background

• Non-refundable processing fee of AUD54• For minor applicants – copy of parents’

passport and Affidavit of Support and Consent executed by parents, if not traveling with parents.

RequirementsNon-Immigrant Visa

VISA

• Duly-accomplished application form (FA Form No.3)

• Current passport, valid for at least six months from the date of the anticipated entry into the Philippines.

• Four copies of recent passport-size photos (signed at the back).

• Certified true copy of birth certificate

RequirementsNon-Quota Immigrant Visa

VISA

• Police clearance issued by the Australian Federal Police and duly-authenticated by the Australian Department of Foreign Affairs (DFAT).

• Documentary evidence of financial capability such as:

- Letter from the applicant’s bank- Certified true copies of land titles- Investment certificates

RequirementsNon-Quota Immigrant Visa

VISA

• Medical Certificate Form (FA Form No.11). The form must be accompanied by the following:- X-ray results - Laboratory reportsThe examination must be performed within the last three (3) months from the date of submission to the Philippine Embassy

• Processing fee of AUD 330 (this includes the visa fee, authentication of the police clearance and postage)

RequirementsNon-Quota Immigrant Visa

VISA

In case applicant is a minor:• Certified true copy of data pages of

parents’ passports or any valid IDs (i.e. driver’s license, company ID)

• An affidavit of support and consent executed by the parents.

RequirementsNon-Quota Immigrant Visa

VISA

In case the applicant is a former Philippine citizen or has lost Philippine citizenship because of marriage to foreign national, the following evidence of former Philippine citizenship must be submitted:

• Old Philippine passport• Certified true copy of birth certificate • Certificate of naturalization

RequirementsNon-Quota Immigrant Visa

VISA

In case the applicant is married to a Filipino citizen

• certified true copies of marriage certificate• data page of spouse’s Philippine passport.

RequirementsNon-Quota Immigrant Visa

VISA Procedure in Lodging an Application

Step 1: Applicant submits application form, passport and other documentary requirements.

Step 2: Visa officer checks if the documentary requirements are complete and in order. (5 mins)

Step 3a: If applicant satisfies all documentary requirements, visa officer

accepts application.

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer returns documents to applicants and asks

applicant to return with the complete requirements.

Step 4: Applicant pays for the fees (2 mins)

Applying in Person

Step 5: Visa officer assesses application and if found in order, issues visa after 5 – 7 working days.

Step 6: Passport with visa is picked up/released to applicant .

VISA Procedure in Lodging an Application

Step 1: Upon receipt , visa officer checks if application form was properly filled-out and documentary requirements are

complete and in order.

Step 2a: If applicant satisfies all documentary requirements, visa officer accepts application and issues receipt.

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer communicates with

applicant and requests that missing documents be sent.

Applying by Mail

Step 4: Visa officer assesses application and if found in order, issues visa after

5 – 7 working days.Step 5: Passport is sent to the applicant

via registered mail.

VISA The public is advised that

possession of a visa does not automatically entitle bearer to enter the Philippines upon arrival at any port of entry if

he or she is found inadmissible by

Philippine Immigration authorities.

DUAL CITIZENSHIP Personnel In-Charge: Mr. Glenn M. Fuñe

DUAL CITIZENSHIP Who Can Apply?

• Former natural-born Filipinos who have lost their citizenship by foreign naturalization and their qualified dependents may also be included as beneficiaries and acquire the Philippine citizenship.

- Qualified dependents are those children of applicants, whether legitimate or

illegitimate or adopted, who are below 18 years old. • A child who is already 18 years old and above

and was born when either of his parents was still a Filipino.

DUAL CITIZENSHIP

• Duly accomplished Petition under Oath• For persons born in the Philippines, the

original or certified true copy of NSO-authenticated Birth Certificate on valid Security Paper.

• For persons born outside the Philippines, whose one or both parents were still Filipino citizens at the time of birth, original Report of Birth issued by the Philippine Embassy or Consulate General in the country of birth.

Requirements

DUAL CITIZENSHIP Requirements

• Three (3) recent colored passport-size photos of the applicant taken over white background;

• Certified true copy of the Certificate of Foreign Citizenship;

• Certified true copy of the data page of foreign passport, driver’s license or any valid Australian ID;

DUAL CITIZENSHIP Requirements

• Non-refundable processing fee of AUD90.00 for primary applicant

• If applying by mail, a self-addressed prepaid registered envelope

DUAL CITIZENSHIP Requirements

• For married female applicants, original or certified true copy of the marriage certificate

• If divorced, certified true copy of the final decree of divorce;

DUAL CITIZENSHIP Requirements

• If a minor child will be included in the application:

- Certified true copy of birth certificate

- Non-refundable processing fee of AUD45

DUAL CITIZENSHIP Requirements

• If the birth certificate is not available, at least two (2) of the following secondary supporting documents:– Data page of old Philippine passport– Baptismal certificate– Birth certificates of children– Marriage certificate– Land titles– Proof of service to Philippine Government– NBI clearance– Other official and original documents which

could prove natural-born citizenship

Procedure in Lodging an Application Step 1: Applicant

submits application form and supporting

documents.

Step 2: The personnel in-charge checks if application form was properly filled-out

and documentary requirements are complete and in order (10 mins.)

Step 3a: If applicant satisfies all documentary requirements, personnel in-

charge accepts application. (10 mins)

Step 3b: If there are missing or discrepancies in the documents submitted, personnel in-charge

requests applicant to submit necessary documents.

Step 4: Applicant pays for the fees. (2 mins.)

Applying in Person

DUAL CITIZENSHIP

Step 6: After the oath-taking (if done in Canberra), applicant is issued the Oath of

Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)

The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is

done during a mobile mission.

Step 5: Personnel in-charge assesses application and sends applicant a letter on the approval of the petition and to schedule for an oath-taking, 5 days

from the day application process is completed.NB: For the oath-taking, applicant may choose to

either take his/her oath in Canberra or wait for the ceremony which will be held in his/her state once a

year .)

Procedure in Lodging an Application Step 1: Upon receipt, the personnel in-charge checks if

application form was properly filled-out and documentary requirements are complete and in order.

Step 2a: If applicant satisfies all documentary requirements, personnel in-charge accepts

and processes application.

Step 3: Applicant will then be sent a letter informing that petition for re-acquisition has been approved and to schedule for an oath-taking (5 days from the day the application

process is completed).NB: For the oath-taking, applicant may

choose to either take his/her oath in Canberra or wait for the ceremony which will

be held in his/her state once a year .)

Applying by Mail

DUAL CITIZENSHIP

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted

personnel in-charge communicates with applicant and requests that missing documents

be sent immediately.

Step 4: After the oath-taking (if done in Canberra), applicant is issued the Oath of

Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)

The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is done

during a mobile mission.

LEGALIZATION OF DOCUMENTS Personnel In-Charge: Mr. Joel C. Bulos

RequirementsAuthentication

• Documents such as Affidavit, Statutory Declaration, Certificate of Free Sale, Australian Birth Certificate/ Marriage Certificate/ Death Certificate, duly authenticated by the Department of Foreign Affairs and Trade of Australia (DFAT)

• Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (same day release)

• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have document sent by mail.

LEGALIZATION OF DOCUMENTS

Procedure in Lodging an Application Step 1: Applicant submits document to

be authenticated.

Step 2: The personnel in-charge checks if document is duly-authenticated by the Department of Foreign

Affairs and Trade of Australia (DFAT). (5 mins)

Step 3a: If authenticated by DFAT and signatory is in the list of accredited signatories, applicant pays the fee and personnel in-charge

processes document . (15 mins)

Step 3b: If the document is not authenticated by DFAT, applicant will be

asked to return once document is authenticated.

AuthenticationApplying in

Person

LEGALIZATION OF DOCUMENTS

Step 4: Document is released to the applicant within the day for express processing or after 3 days for regular processing.

Procedure in Lodging an Application

Step 1: Upon receipt, the personnel in-charge checks if document is duly-authenticated by the Department of

Foreign Affairs and Trade of Australia (DFAT).

Step 2b: If authenticated by DFAT and signatory is in the list of accredited

signatories, personnel in-charge issues the receipt and processes document.

Step 2a: If the document is not authenticated by DFAT, officer in charge returns document to applicant to have it

authenticated.

Step 4: Document and receipt are sent to the applicant by registered mail (within the day for express processing or after 3 days for regular processing).

AuthenticationApplying by

Mail

LEGALIZATION OF DOCUMENTS

RequirementsAcknowledgement

• Documents such as Affidavit, Statutory Declaration, Special Power of Attorney duly signed by the person executing such.

• Valid ID such passport, driver’s license, company ID

• Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (immediate/same day release)

LEGALIZATION OF DOCUMENTS

Procedure in Lodging an Application

Step 1: Applicant submits document to be acknowledged.

Step 2: The personnel in-charge examines document and requests the person executing the document to sign it. (5 mins)

Step 3a: After signing, applicant pays for the fees and personnel in-charge processes

the document. (20 mins)

Step 3b: If a document was submitted by a person other than the one executing said document, personnel in-charge does not

accept document and requires the personal appearance of the applicant.

Step 4: Document is released to the applicant, after 3 working for regular processing or within the day for express processing.

Acknowledgement

LEGALIZATION OF DOCUMENTS

CIVIL REGISTRATION Personnel In-Charge

Mr. Carlomagno

A. Estole

Mr. Ronaldo B. Pilapil

Mr. Joel C. Bulos

Ms. Kathleen F. Tudio

RequirementsReport of Birth

• Duly-Accomplished Report of Birth form• Certified true copies of the following:

- Birth Certificate issued by Australia’s Registry of Births, Deaths and Marriages

- Marriage Certificate of Parents (if married)- Data pages of the passports of parents

• Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-paid,

self-addressed envelope if applicants choose to have document sent by mail

CIVIL REGISTRATION

RequirementsReport of Birth

• If reporting 30 days after the child’s birth date, an Affidavit or a Statutory Declaration for the delayed registration of birth must be submitted in addition to the above-mentioned documents.

CIVIL REGISTRATION

RequirementsReport of Marriage

CIVIL REGISTRATION

• Duly-Accomplished Report of Marriage form• Certified true copies of the following:

– Marriage Certificate issued by Australia’s Registry of Births, Deaths and Marriages

– Birth Certificate of the Filipino spouse– Data page of the passport or any valid ID of

both husband and wife • Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-paid,self-

addressed envelope if applicant choose to have document sent by mail

CIVIL REGISTRATION

• For women who have obtained annulment, - certified true copy of the annulment

decree• For women who were divorced by their

foreign husband- certified true copy of the divorce

decree• For widows/widowers

- death certificate of the deceased spouse.

RequirementsReport of Marriage

RequirementsReport of Death

CIVIL REGISTRATION

• Duly accomplished Report of Death form• Certified true copies of the following:

- Death Certificate issued by Australia’s Registry of Births, Deaths and Marriages

- Data page of the passport of the deceased

• Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-

paid, envelope if document is to be sent by mail.

CIVIL REGISTRATION Procedure in Lodging an Application

Step 1: Applicant submits application form and other documentary requirements.

Step 2: The personnel in-charge checks if the form is properly filled-out and documentary requirements are

complete and in order. (5 mins)

Step 3a: If applicant satisfies all requirements, the personnel in-charge

accepts application.

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, the personnel in-charge may ask

applicant to return with the complete requirements or puts application on hold

until the other requirements are submitted.Step 4: Applicant pays for the fees. (2 mins)

Applying in Person

Step 5: The civil registration report is processed and the certified true copy of the document is released to the applicant by registered mail 10 working days from the

date of lodging of application.

CIVIL REGISTRATION Procedure in Lodging an Application

Step 1: Upon receipt, personnel in-charge checks if the form is properly filled-out and documentary requirements

are complete and in order.

Step 2a: If applicant satisfies all documentary requirements, the personnel

in-charge accepts and processes application.

Step 2b: If there are lacking documents or there are discrepancies found in the papers

submitted, the personnel in-charge communicates with the applicant and requests that additional documents be

submitted.

Step 3: Personnel in-charge sends the certified true copy of the registration and receipt to applicant by registered mail 10 working

days from the date of receipt of application.

Applying by Mail

NBI CLEARANCE VERIFICATIONPersonnel In Charge: Mr. Joel C. Bulos

Requirements

• Duly accomplished fingerprint card• Certified true copy of the data page

of applicant’s valid passport or if not available, any valid ID

• Processing fee of AUD45• Additional AUD10 for postage fee or

pre-paid, self-addressed envelope if document is to be sent by mail.

NBI CLEARANCE VERIFICATION

NBI CLEARANCEProcedure in Taking of Fingerprints and Verification

Step 1: Applicant submits fingerprint card and documentary requirements

Step 2: The personnel in-charge checks if the card is properly filled-out and documentary requirements are

complete and in order. (5 min)

Step 3a: If applicant satisfies all requirements, the personnel in-charge assists applicant in affixing fingerprints on the card

and processes application. (10 mins)

Step 3b: If there are lacking documents applicant is requested to return with the

complete requirements.

Step 4: Applicant pays for the fees. (2 mins)

Applying in Person

Step 5: Verified fingerprint card is issued to the applicant.

Step 6: Personnel in-charge informs applicant to send verified fingerprint card to the National Bureau of Investigation Office in Manila for the issuance of the clearance.

Step 1: Upon receipt, personnel in-charge checks if the fingerprint card was properly filled out and that fingerprints

were appropriately affixed on the card. (2 mins)

Step 2a: If everything is in order, personnel in-charge issues receipt and processes

application .

Step 2b: If fingerprints were not properly taken, fingerprint card is returned to the

applicant together with a new form . Should there be lacking documents, personnel

in-charge communicates with applicant and requests that the necessary documents be

submitted.

Applying by Mail

Step 3: Verified fingerprint card and receipt are sent to the applicant 3 days after the date of the receipt of application together with a letter informing applicant to send fingerprint card to the National Bureau of

Investigation office in Manila for the issuance of the clearance.

NBI CLEARANCE VERIFICATIONProcedure in Taking of Fingerprints and Verification

ASSISTANCE TO NATIONALS

ASSISTANCE TO NATIONALS ATN Officer - Ms. MADELAINE D.

DAVID

ASSISTANCE TO NATIONALS Who can Request Assistance?

• Filipino nationals who are currently in Australia• Next-of-Kin of Filipino nationals

in Australia who are in the Philippines

ASSISTANCE TO NATIONALS

Step 1: Assistance to Nationals (ATN) officer requests Filipino national/Next-of-Kin (NOK) of Filipino national to fill-out Request for Assistance Form (1 min)

Step 2: Client fills out the Request for Assistance Form.(Duration varies depending on the length of client’s narrative)

Step 3: Client submits accomplished form to ATN officer. (less than 1 min)

Step 5: If needed, the case is referred to the appropriate Philippine and/or Australian agencies for resolution or for further action.

Steps Undertaken on Requests for Assistance from Filipino Nationals/Next-of-Kin of Filipino Nationals

(Walk-In Clients)

Step 4: ATN Officer interviews client. ATN officer obtains and clarifies information and possible courses of action are also identified. (at least 30 mins)

Step : Embassy informs DFA Manila of the case, if necessary.

ASSISTANCE TO NATIONALS

Step 1: Filipino national/Next-of-Kin (NOK) of Filipino national calls/sends an e-mail/ letter/fax to Post for assistance.

Step 2: Assistance to Nationals (ATN) Officer acknowledges receipt of the email/letter/fax by communicating with the Filipino national/NOK.

orATN officer interviews clients who calls the Embassy.

Step 3: ATN Officer provides client with appropriate advise and/or requests client to provide supporting documents, as deemed necessary.

Step 5: Upon receipt of feedback from concerned office, ATN officer updates client, if necessary.

Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of

Filipino Nationals by Phone/Email/Fax

Step 4: ATN Officer refers request to the concerned office, for appropriate action, if necessary.

ASSISTANCE TO NATIONALS

Step 1: OUMWA/RCOs/Non-Government Agencies sends an

e-mail/letter/fax to Post referring the request for assistance of the Filipino

national/NOK of Filipino national.

Step 2: E-mail/letter/fax received is referred to the ATN Officer who acts on the

request.

Step 3: ATN Officer recommends appropriate action.

Step 3: ATN officer communicates with the Filipino national in Australia to obtain further details on the case.

Step 5: ATN officer reports to DFA Manila the action taken on the case.

Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of

Filipino Nationals Sent by DFA-OUMWA/RCOs/NGOs

COMPLAINTS and

CLIENT FEEDBACK

FILING A COMPLAINT

Step 1: Complaints may be sent through email, letter, or fax

Step 4: Post provides feedback to complainant.

Step 2: Head of post is informed of the complaint .

Step 3: Email/letter/fax is referred to the appropriate personnel for explanation

Procedure in Filing a Complaint

CLIENT FEEDBACK

Step 1: Front line service personnel requests client to accomplish client feedback survey sheet after client is

serviced.(Personnel informs clients that

the survey is conducted to enable the Embassy to improve

the delivery of its services.)

Step 2: Clients who agree to participate in the survey, fill out the form and drops it in the “client feedback” box

located at the waiting area of the Consular Section.

Step 3: At the end of each day, all feedback forms are reviewed, for consideration and further action, if

needed.

Procedure in Submitting Feedback