MACTAN CEBU INTERNATIONAL AIRPORT (Under the …s Charterold.pdf · Affidavit of Waiver ... Students endorsed by their respective schools to undergo an On-the-Job Training

MACTAN CEBU INTERNATIONAL AIRPORTMACTAN CEBU INTERNATIONAL AIRPORT(Under the Management of MCIAA)(Under the Management of MCIAA)

R. A. 9485, Anti Red Tape Act of 2007R. A. 9485, Anti Red Tape Act of 2007

Republic of the Philippines

Department of Transportation and Communications

MACTANMACTANMACTANMACTAN----CEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITY

Lapu-Lapu City, Cebu PhilippinesTel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228

To enhance transparency and accountability in government

service, the Mactan-Cebu International Airport Authority has crafted its Citizen's Charter in accordance with the

provisions of RA 9485, otherwise known as “Anti-Red Tape

Act of 2007” which will cut red tape and reduce corruption in

government processes. This will form part of the solution to end complaints on laborious, lengthy procedures and to

bring to the fore pleasant, reliable and dependable

engagement with our clients. It furthermore promotes

transparency in Government Operations which reinforces the need for and awareness of

public accountability.

In order to meet the expectations and help sustain the declared State Policy “to promote

integrity, accountability, proper management of public affairs and public property as well

as establish effective practices aimed at the prevention of graft and corruption in

Government.” I hereby cause the publication of a Citizen’s Charter, a quick guide to the

frontline services and provides basic information on the Authority and on some of its exclusive services. I am optimistic that this Citizen’s Charter will pave the way for a

more efficient delivery of services as well as enhance public esteem in our operations at

MCIAA, which we are promoting as a major airport hub in the Asia Pacific Region and an

international gateway to the country’s economic prosperity.

With this Charter comes our earnest desire to change values and attitudes of those in the

public service sector in general.

The theory and logic behind our guidelines and procedures in obtaining our Airport

processes are not all available in this Citizen’s Charter. Our clientele and the general

public are encouraged to call or meet with our responsible officials or visit our website www.mciaa.gov.ph for a deeper and better understanding of our services.

Issued on 30 November 2012 at the Mactan-Cebu International Airport, Lapulapu

City, Philippines.

F O R E W O R DF O R E W O R D

-i-

P R O F I L EP R O F I L E

Mactan-Cebu International Airport Authority (MCIAA) is a

creation of Republic Act 6958 otherwise known as its corporate charter.

The MCIAA is a government-owned and controlled corporation and is

an attached agency of the Department of Transportation and

Communication. RA 6958 was approved on July 31, 1990 but the

Authority started to operate on December 18, 1990.

The corporate powers of the Authority is exercised by and

vested in a Board of eleven members, which is composed of a

Chairman, a Vice Chairman and nine members.

Primary Purpose and Objectives:Primary Purpose and Objectives:Primary Purpose and Objectives:Primary Purpose and Objectives:

The Authority shall principally undertake the economical,

efficient and effective control, management and supervision of the

Mactan (Cebu) International Airport in the Province of Cebu, and other

airports established in the future. Its objectives are:

a. To encourage, promote and develop international and

domestic air traffic in the Central Visayas and Mindanao regions as a

means of making the regions centers of international trade and tourism,

and accelerating the development of the means of transportation and

communications in the country; and

b. To upgrade the services and facilities of the airports and

to formulate internationally acceptable standards of airport

accommodation and service.

-ii-

V I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O N

______________________________________________________________________________________

actanactanactanactanactanactanactanactan –––––––– CebuCebuCebuCebuCebuCebuCebuCebu International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA) is a dynamic is a dynamic

corporate entity operating a major airport hub in the Asia Pacifcorporate entity operating a major airport hub in the Asia Pacific Region ic Region

manned by professionally competent and widely experienced men anmanned by professionally competent and widely experienced men and d

women committed to provide quality and efficient service to its women committed to provide quality and efficient service to its

clients.clients.

M I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O N

____________________________________________________________________________________

We are dedicated to operate an airport using the optimum We are dedicated to operate an airport using the optimum

standards of aviation to ensure safety, security, and comfort ofstandards of aviation to ensure safety, security, and comfort of all airport all airport

users and stakeholders.users and stakeholders.

We are socially responsible organization that cares for people aWe are socially responsible organization that cares for people and nd

environment while promoting tourism and business development.environment while promoting tourism and business development.

We commit to achieve synergy among all stakeholders to build a We commit to achieve synergy among all stakeholders to build a

lasting culture of excellence, service and profitability.lasting culture of excellence, service and profitability.

-iii-

FRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICE

We the Frontliners at the Mactan-Cebu International Airport Authority, commit to:

� Provide quality and efficient service to our clients with utmostcourtesy from Mondays to Fridays, 8:00 a.m. to 5:00 p.m. at our offices and from Mondays to Sundays, on a 24/7 basis at our Public Information Assistance Counters;

� Strictly adhere to our service standards and perform our duties in accordance with the values of honesty, integrity and diligence;

� Promptly respond to complaints, comments and suggestions about our services through our Public Information and Assistance Office and take corrective measures;

� Be transparent and provide access to our clients on information regarding our policies, procedures, rules and regulations, fees and charges, activities and services through our website at ( www.mciaa.gov.ph ) and trunklinenumber at tel. no. (032)340-2486

All these we commit,

because YOU deserve no less.

-iv-

Please let us know how we have served you by doing any of the

following:

� Accomplish our Passenger Feedback Form and/or

Complaints/Suggestion Form available at the Public Assistance and

Complaints Counters and at the Public Affairs Office and kindly give the

same to the Public Affairs Staff.

� Send your feedback through any of the following:

• [email protected]

• https://www.twitter.com/cebuairport

• www.facebook.com/cebuairport

� Talk to the Information Officer at the Public Assistance and Complaints

Counter

If you are not satisfied with our service, your written/verbal complaints

shall immediately be attended by the Information Officer at the Public

Assistance and Complaints Counter.

Thank you for helping us continuously improve our services.

FEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISM

-v-

TABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTS

Foreword ---------------------------------------------------------------------------------------- i

Profile -------------------------------------------------------------------------------------------- ii

Vision/Mission --------------------------------------------------------------------------------- iii

Frontliners Commitment to Service ------------------------------------------------------ iv

Feedback and Redress Mechanism ----------------------------------------------------- v

PROCESSES:

Application for the On-the-Job Training -------------------------------------------- 1

Installation of Welcome Banners and Streamers -------------------------------- 3

Application for Restricted Area Badge --------------------------------------------- 4

Issuance of Concession Vehicle Permit to Delivery/Cargo

Service Vehicles ------------------------------------------------------------------------- 6

Issuance of Concession Permit for Transportation Concessions ----------- 7

Response to Queries/Concerns/Information/ Directions/

Complaints/Suggestions – Walk – in ----------------------------------------------- 9

FORMS:

Waiver ------------------------------------------------------------------------------------- 10

Affidavit of Waiver ----------------------------------------------------------------------- 11

Endorsement Form --------------------------------------------------------------------- 12

OJT Completion Form ----------------------------------------------------------------- 13

Order of Payment - --------------------------------------------------------------------- 14

Vehicle Inspection Report Form ---------------------------------------------------- 15

Vehicle / Concession Permit --------------------------------------------------------- 16

Official Receipt -------------------------------------------------------------------------- 17

Vehicle Sticker -------------------------------------------------------------------------- 18

Complaint/Suggestion Form --------------------------------------------------------- 19

Passenger Feedback Form ---------------------------------------------------------- 20

Lost & Found Items Form ------------------------------------------------------------ 21

APPLICATION FOR ON-THE-JOB TRAINING

Schedule of Availability of Service:Monday – Friday8:00 a.m. - 5:00 p.m. without noon break

Who May Avail of the Service:Students endorsed by their respective schools to undergo an On-the-Job Training

What are the Requirements:1. School Endorsement2. Application Letter and Resume’3. 2 pcs 1x1 ID picture4. MCIAA Safety and Security Orientation5. Organization Safety and Security Orientation

Duration: One (1) hour and thirty-five (35) minutes

How to Avail of the Service:APPLICANT/ SERVICE PERSON

STEP CLIENT PROVIDER IN CHARGE FEES FORM

1 Fi les appl ication

letter to GM’s

Offi ce

Receives the

appl ication letter and

endorses to HRMD

5 minutes GM’s Offi ce

in-charge

2 Submits school

endorsement and

resume’ to HRMD

Receives/reviews

documents submitted

2 minutes HRMD/Admin

s taff in-

charge

3 Accompl i shes

waiver form

Advices appl i cant to

have the accompl i shed

waiver form to be

notari zed at Lega l

Offi ce or any other

notary fi rm, after which,

form to be submitted

back to HRMD.


s taff in-

charge

Waiver Form

4 Accompl i shes the

Persona l His tory

Statement form for

ID purposes

Prepares endorsement

of appl icant to

Intel l igence & ID/Pass

Control Divis ion for

is suance of OJT

temporary pass


s taff in-

charge

Persona l

His tory

Statement

Form

Signs the endorsement 2 minutes OIC, Admin.

Dept.

Endorsement

5 Goes to ID/Pass

Control Divi s ion

for the i s suance of

the temporary

pass

Issues Temporary Pass

duly s igned by ID/Pass

Control Divis ion

Manager or hi s

authori zed

representative

5 minutes ID/Pass

Control

Divi s ion In-

Charge

Persona l

His tory

Statement

Form

6 Presents

temporary pass to

HRMD

Schedules OJT

Orientation

1 minute HRMD/Admin

s taff in-

charge

DURATION OF

ACTIVITY

STAGE 1 : Evaluation of Application

-1-

7 Attends

Orientation

Conducts

Organization’s Sa fety

and Securi ty

Orientation

1 hour HRMD/Admin

s taff in-

charge, and

Safety and

Securi ty

Officer

Attendance

Sheet

8 Prepares

endorsement of

appl i cant to the

Department/Divis ion/

Offi ce he/s he wi l l be

as s igned


s taff in-

charge

Endorsement

Signs the

endorsement

2 minutes OIC, Admin.

Dept.

Department/

Divi s ion In-

Charge

10 Goes to HRMD

after the number

of hours needed

for OJT is

complete

Prepares Certi fi ca te of

Completion bas ed on

the endors ement from

the

Department/Divis ion/

Offi ce the OJT was

as s igned


s taff in-

charge

Certi fi cate of

Completion

Signs the Certi fi cation 2 minutes OIC, Admin.

Dept.

END OF TRANSACTION

Endorsement

STAGE 2 : Processing of Certificate of Completion

9 Reports for Duty Receives

endorsement and

orients appl icant on

the tasks of the

Department/Divis ion

3 minutes

-2-

INSTALLATION OF WELCOME BANNERS/STREAMERS

Schedule of Availability of Service:Monday to Friday 8:00 a.m. – 5:00 p.m. without noon break

Who May Avail of the Service:1. Government Agencies2. Private Companies / Individuals

What are the Requirements:1. Letter Request2. Payment of Fees and Charges

Duration: Thirty Five (35) minutes

How to avail the service :

APPLICANT/ SERVICE PERSON

STEP CLIENT PROVIDER IN FEES FORM

CHARGE

1 Submits letter

request to GM’s

Office

Receives/reviews letter

request and forward to

PAO

5 minutes GM’s Office

in-charge

Forwards the letter

request to BDCD

Checks for available

schedule of

installation

Advices requesting

party to go to BDCD for

their streamer

inspection and

stamping

Inspects and stamps

streamer

Issues Order of

Payment

Refers the client to the

Collection Cashier

4 Proceed to

Collection Cashier

for payment

Issues Official Receipt 5 minutes Collection

Cashier

Php

134.40/day/

s treamer

Order of

Payment

Form

5 Installs Welcome

Banner/Streamer

Assists during the

installation of

Welcome

Banner/Streamer

15 minutes PAO staff in-

charge

DURATION OF

ACTIVITY

2 5 minutes

END OF TRANSACTION

PAO staff in-

charge

3 Brings the

streamer/banner

to BDCD

5 minutes BDCD staff in-

charge

Order of

Payment

Form

-3-

APPLICATION FOR RESTRICTED AREA BADGE (RAB)

Schedule of Availability of Service: Monday to Friday8:00 a.m. – 5:00 p.m. without noon break

Who May Avail of the Service:1. Government Agencies Operating in the Airpor2. Regular Concessionaires3. Airline Concessionaires 4. Non-Government Personnel Transacting at the Airport

What are the Requirements:1. Letter Request duly endorsed by the head of office of his/ her authorized representative2. Security Clearance: PFD Clearance/Barangay Clearance/PNP Clearance/NBI Clearance3. Payment of Fees and Charges

Duration: Thirty four (24) minutes

How to avail the service:



CHARGE

1 Submits written

request, duly

endorsed by head

of office or

his/her authorized

representative to

GM’s Office

Receives letter request

and forwards to IIPCD

documents duly

approved by the GM

5 minutes GM’s Office-

in-charge

2 Receives/reviews letter

request from GM’s

Office

2 minutes ID/Pass

Control staff-

in-charge

3 Submits the

Accomplished

Personal History

Statement (PHS)

and other

pertinent Security

Requirements

Interviews client

primarily based on the

information given in

the PHS

2 minutes ID/Pass staff

in-charge

Personal

History

Statement

(PHS)

Records RAB Control

Number in the Control

Logbook

Takes picture of

applicant

Lets cl ient sign over

his/her printed name

Issues Order of

Payment

Refers cl ient to proceed

to Collection Cashier

DURATION

OF ACTIVITY

4 10 minutes ID/Pass staff

in-charge

-4-

5 Proceeds to

Collection

Cashier for

payment

Issues Official Receipt 5 minutes Collection

Cashier

Php 300.00 Order of

Payment

Form

6 Waits for

releasing of RAB

at ID/Pass Control

Division

Laminates and

conducts initial

briefings and releases

RAB to cl ient

10 minutes ID/Pass staff

in-charge

END OF TRANSACTION

-5-

ISSUANCE OF CONCESSION VEHICLE PERMIT TO DELIVERY/C ARGO SERVICE VEHICLES

Schedule of Availability of Service :Monday to Friday8:00 a.m. – 5:00 p.m. without noon break

Who May Avail of the Service :1. Concessionaires2. Cargo Forwarders3. Other Entities Transacting Service Business at the MCIA Cargo Area 4. Suppliers of Concessionaires

Requirements :1. Photocopies of the following:

a. Official Receipt (O.R.)b. Certificate of Registration (C.R.)c. Business Permit

2. Company Tax Identification Number (TIN)3. Payment of Fees and Charges

Duration : Sixteen (16) minutes

How to avail the service:APPLICANT/ SERVICE PERSON


CHARGE

Receives and evalua tes

submitted documents

Encodes appl icants

data to the Concess ion

and Lessee System

Approves and i ssues

computer generated

Conces s ion Permit duly

Signed/Approved by

BDCD Manager

Issues Order of

Payment

Refers cl ient to

Col lection Cashier

Issues Vehicle Sticker

No.

3 Proceeds to ID and

Pass Control

Divis ion Office

Presents OR &

Sticker Control

Number

Issues Sticker 3 minutes ID and Pas s

Control

Divis ion Office

Staff In Charge

Vehicle Sti cker

1 Bus iness Devt

& Concess ion

Div. (BDCD)

s taff in cha rge

Collection

Division Staff

In Charge

P 3,321.92

inclusive

of taxes

Official Receipt

Computer

generated

Concess ion

Permit with the

Order of Pa yment

duly

s igned/approved

by BDCD Manager

2 Proceeds to

Collection

Division

Issues Official Receipt 3 minutes

DURATION OF

ACTIVITY

Submits

Documentary

Requirements and

Relevant

Information to

BDCD

10 minutes

-6-

ISSUANCE OF CONCESSION PERMIT FOR TRANSPORTATION CO NCESSIONS

Schedule of Availability of Service :Monday to Friday 8:00 a.m. – 5:00 p.m. without noon break

Who May Avail of the Service :1. Hotels2. Transportation Companies3. Travel & Tour Agencies/Companies4. Language Schools and Dive Shops

Requirements :1. Photocopies of the following :

a. Official Receipt (O.R.)b. Certificate of Registration (C.R.) bearing the name of the applicant/companyc. LTFRB Franchise (Tourist)d. DTI/SEC Registration and Business Permit

Note :All original documents must be presented for authentication purposes

2. Notarized Deed of Undertaking3. Certification and Accreditation from the Department of Tourism (DOT) for Hotel and Travel Agencies

Note : For Language Schools and Dive Shops, DOT Accreditation and Certification are not required

4. Payment of Fees and Charges

Duration : Thirty Six (36) Minutes

How to Avail of the Service:



CHARGE

1 Submits

Documentary

Requirements and

Relevant

Information to

BDCD

Receives and evaluates

submitted documents

and issues inspection

form

10 minutes Business Devt

& Concession

Div. (BDCD)

staff in

charge

Inspection

form

2 Proceeds to

MCIAA Vehicle

Inspection

Committee (MVIC)

Inspects vehicles as to

Authenticity of

Documents and

Worthiness of Vehicle

Unit

8 minutes PFD/HETD/ID/

Pass staff in-

charge

Encodes applicants

data to the Concession

and Lessee System

(CALS)

Issues Vehicle Sticker

Control No. duly

approved / signed by

BDCD Manager

Issues Order of

Payment

Refers cl ient to

Collection Cashier

DURATION OF

ACTIVITY

Computer

Generated

Concession

Permit and

Order of

Payment

3 Proceeds to BDCD 10 minutes BDCD staff in-

charge

-7-

Van - P 5,180.00

Car – P 5,124.00

inclus i ve of

taxes

5 Proceeds to ID &

Pass Control

Division and

presents Official

Receipt & Sticker

Control No.

Issues Sticker 5 minutes ID/Pass staff

in-charge

Vehicle

Sticker

Collection

Cashier

Official

Receipt

END OF TRANSACTION

4 Proceeds to

Collection Cashier

Issues Official Receipt 3 minutes

-8-

RESPONSE TO QUERIES/CONCERNS/INFORMATION/ DIRECTIONS/ COMPLAINTS/ SUGGESTIONS – WALK-IN

Schedule of Availability of Service :Monday to Friday5:00 a.m. – 9:00 p.m. without noon break

Who May Avail of the Service :1. Departing/Arriving Passengers2. Meet/Send Off Party3. Well Wishers4. Concessionaires

Requirements :None

Duration : Ten (10) minutes

How to Avail the Service:



CHARGE

Provides reply to

simple queries

Form 1-

Passenger

Feedback

Form

Form 2 - Lost

and Found

Form

Form 3 -

Complaints/

Suggestions

Form

PAO staff in

charge at the

Public

Assistance

and

Complaints

Counter

DURATION

OF ACTIVITY

1 Goes to the

Information

Counter

10 minutes

For complex

queries/concerns,

requests client to

fi l l-out Passenger

Feedback Form

and Advises

him/her that the

matter will be

referred to the

appropriate office

-9-

-10-

WAIVER

I, _________________________, Filipino, of legal age and student of ________________________________________;

1. That I hereby binds myself not to hold MACTAN CEBU INTERNATIONAL AIRPORT AUTHORITY and its officer from any liability for such injury or damage that I might suffer resulting from any accident which occur during the period of my aforementioned training;

2. That further hereby voluntarily renounce and waive my rights to demand any monetary consideration granted under and during the said training;

3. That this Affidavit is hereby executed to establish the foregoing facts and for whatever legal purpose this may serve.

IN WITNESS WHEREOF, I have hereunto set my hand this _____ day of ______________, 2011 at _______________________, Philippines.

_____________________OJT

SUBSCRIBED AND SWORN TO BEFORE ME this _____ day of ______________ 2011 at _________________________, Philippines.

Notary Public

E X A M P L E F O R M SE X A M P L E F O R M S

-11-

Republic of the Philippines)City of ) S.S.

AFFIDAVIT OF WAIVER

We, _________________, ____________________, ___________________, ______________________, ___________________, _____________________, _________________________, _____________________, and ______________________, Filipinos, of legal ages and students of ________________________;

1. That we hereby bind ourselves not to hold MCIAA and its officer from any liability for such injury or damage that we might suffer resulting from any accident which occur during the period of our aforementioned training;

2. That further hereby voluntarily renounce and waive our rights to demand any monetary consideration granted under and during the said training;

3. That this Affidavit is hereby executed to establish the foregoing facts and for whatever legal purpose this may serve.

IN WITNESS WHEREOF, we have hereunto set our hands this _____ day of ______________, 2004 at _______________________, Philippines.

SUBSCRIBED AND SWORN TO BEFORE ME this _____ day of ______________ 2003 at _________________________, Philippines.

Notary Public

-12-

Republic of the PhilippinesDepartment of Transportation and Communications

MACTAN-CEBU INTERNATIONAL AIRPORT AUTHORITYLapu-Lapu City, Cebu Philippines

Tel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228

EndorsementDate

Respectfully endorsed to ___________________________________________,

_________________________________, __________________________________________ of

________________________________________________________________.

He will undergo on-the-job training in MCIAA starting ____________________ until the ___________ hours requirement of his school will be completed.

It is understood that after the duration of his training, the same will be endorsed to HRMD for issuance of certification of OJT.

Thank you.

JOSE ROLAND Q. PINOOIC, HRMD

Name of Dept/Division Head

Name of Dept/Division Name of Student

Name of School

Start Date# of hours

Republic of the PhilippinesDepartment of Transportation and Communications

MACTAN-CEBU INTERNATIONAL AIRPORT AUTHORITYLapu-Lapu City, Cebu Philippines

Tel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228

Date__________________

TO : VERONICA S. ORDOÑEZOIC, Administrative Department

FROM: _____________________________Dept. / Division Head

RE : OJT Completion

___________________________________________________________________________________

Respectfully submitting herewith to your office the punch cards and details of the OJT’s assigned at Corporate Planning Division of the Mactan-Cebu Inter national Airport Authority (MCIAA) , to wit;

Name of School : _______________________________________Course : _______________________________________

Date Date No. of hoursName Started Completed

Rendered Evaluation==============================================================================

_____________________________Dept. / Division Head

-13-