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Government employees those who work in the frontline, at least encounter different kinds of clients

everyday, and there are always first-timers who might get lost in the process. They may have forgotten

some documents, fallen in line in the wrong counter, or brought insufficient cash to pay for the fees. The

experience is frustrating, especially for government processes that take more than a day to process,

such as applying for NBI clearances and professional drivers licenses.

Because people may lack knowledge about government processes, citizens charters are posted in

government offices. These are informative posters or billboards that contain service standards of all

government agencies, including departments, bureaus, offices, instrumentalities, or government-owned

or controlled corporations, or local government or district units. These charters are posted to ensure the

public follows the procedure and that no one gets lost in the process.

Such is the importance of the Citizens Charter that it clients end up wasting time, effort, and money in

the process. A complainant told the Civil Service Commissions (CSC) Contact Center ng Bayan (CCB) of

her experience in the Philippine National Polices Western Police District in UN Avenue. She complained

that there was no Citizens Charter to be found in the PNP WPD office, which caused confusion to the

applicants.

Because there was no Citizens Charter, the applicant was forced to pay P10.00 for a cedula that

normally costs only P6.00. As she questioned why the price was wrong, the employee snapped at the

complainant, telling her Sa iba kayo kumuha kung ayaw niyo!. The employee also had no IDs and

asked for an extra P50 for the rush procedure while failing to give a receipt.

To add insult to injury, a lady cooking near the processing area also balked at the applicants.

Upon receipt of the complaint, the CCB coordinated with Manila City Personnel Officer Redencion

Caimbon, who then addressed the concern to Police Chief Supt. Alejandro Gutierrez. In a letter-reply,

Police Chief Gutierrez said that all his employees were informed to wear their Ids, and it was possible

that the person who was asking for extra payments for the cedula wasnt their employee, as the PNPWPD was not licensed to issue cedulas.

Gutierrez also said that their office does not offer rush procedure. Nevertheless, they have revised and

simplified their procedures and requirements so that the public may not be confused again.

Another complaint was lodged with the CCB, this time directed at the PhilHealth office in Quezon

Avenue. He had just undergone a biopsy after getting diagnosed with prostate cancer, so the

complainant filed a claim with the PhilHealth on January 13, 2013, and was told that this would be

processed two months thereafter. On April 27, 2013, he was told to call back on May 3, 2013.

On May 3, his son called, and a Ricky told complainants son that he lacked the papers. He was told to

go to the RTH Unit, and the Philhealth officers asked for P7000 to release his claim.

Shocked at the extra requirements and fees, the complainant called the CCB, which forwarded the

complaint to Shirley Domingo of the PhilHealth Regional Officer in NCR. Upon Ms. Domingos reply, it

was revealed that complainant failed to properly accomplish his original PhilHealth Claim Form 2, a form

that states the complete final diagnosis. They requested him to fully accomplish the form.

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As of May 17, 2013, the complainant still failed to submit his deficiency. On May 24, 2013, however, the

CCB called the complainant, and complainants wife answered, commending the CCB for its efforts in

mediation and especially the CCB 1-6565 hotline for being accessible and responsive.

The PhilHealth had a Citizens Charter posted; maybe the complainant failed to look at it, or that the

Citizens Charter was not posted in the most visible area in the building. Had the complainant looked at

the charter and followed the procedures, he certainly would have avoided the confusion and the

frustration of waiting and complying with deficiencies.

The Citizens Charter is mandated by Republic Act 9485 or the Anti Red Tape Act (ARTA). Section 6 of the

ARTA requires that the Citizens Charters must be posted at the main entrance of offices or at the most

conspicuous place, and in the form of published materials written either in English, Filipino, or local

dialect. The Citizens Charter should contain (1) the procedure to obtain a particular service; (2) the

person/s responsible for each step; (3) the maximum time to conclude the process; (4) the document/s

to be presented by the customer, if necessary; (5) the amount of fees, if necessary; and (6) the

procedure for filing complaints.

These charters are not perfect, as RA 9485 does not provide for assistance for our citizens who cannotread. Maybe improvements, such as the use of pictures, will help the public more, especially for those

who cannot read or cannot see. Requirements should be posted online as well, especially in the age of

information.

The CCB is accessible via mobile, telephone, or the internet. For complaints, suggestions, and reports,

kindly call 09088816565 or 16565. Complaints can also be filed at the CCB website

(http://www.contactcenterngbayan.gov.ph).

http://www.contactcenterngbayan.gov.ph/http://www.contactcenterngbayan.gov.ph/http://www.contactcenterngbayan.gov.ph/http://www.contactcenterngbayan.gov.ph/