PART VI COMPLAINTS AND REDRESS MECHANISM AND …malay.gov.ph/images/Citizens_Charter/Part_VI.pdf · Malay Citizen’s Charter – 152A Guidebook on Municipal Government Frontline

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services

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PART VI –COMPLAINTS AND REDRESS

MECHANISM, AND DIRECTORY

The Municipal Government through its officials and employees shall guarantee the delivery of the service as promised in the Citizen’s Charter. For this purpose, feedback mechanisms shall be provided but not limited to the establishment of information or service desk, putting–up of suggestion boxes in offices, and making accessible customers feedback form.

In the event that the customer is not satisfied with the level of service

performance, a complaint may be brought to the notice of their respective Head of Office for immediate redress. If the complaint is not rectified to satisfaction, the matter may be brought to the attention of the Municipal Mayor.


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CUSTOMERS FEEDBACK FORM

Thank you for visiting Malay Municipal Hall and availing of our services. Because we want to serve you better, please

choose/answer the questions relevant to your visit: 1. Name: ____________________________________________________________ 2. Address: ____________________________________________________________ 3. Department/Office Visited: ____________________________________________________________ 4. Service Availed: ____________________________________________________________ OUR OFFICE Yes No

5. Is the Office easy to locate? (Madali bang mahanap ang opisina?) □ □

6. Is the office clean and orderly? (Malinis at maayos ba ang opisina?) □ □

7. Did you feel comfortable? (Naging komportable ka ba sa pagtanggap sa iyo?) □ □

8. Was there a long waiting line of customers? (Mahaba ba ang pila ng kliyente?) □ □

9. Was there an appropriate signage of direction? (Meron bang mga karampatang posters na nakakabit upang madaling matunton ang opisina?

□ □

OUR FRONTLINERS 10. Is the employee-in-charge available? (Nasa opisina ba ang kawaning dapat tumanggap sa’yo?)

□ □

11. Is the employee-in-charge knowledgeable? (May sapat ba siyang kaalaman?) □ □

12. Is the employee-in-charge accommodating? (Malugod ba at maasikaso ang kawaning humarap sa iyo?)

□ □

13. Were you received properly? (Maayos ba ang naging pagtanggap sa iyo?) □ □

14. Were your needs attended to promptly? (Mabilis bang naibigay ang serbisyong kinakailangan mo?)

□ □

15. Were you made to wait long? (Pinaghintay ka ba ng matagal?)

□ □

REQUIREMENTS 16. Were you made aware of the requirements? (Naipagbigay alam ba sa’yo ang mga kinakailangang dokumento?)

□ □

17. Was there so many additional requirements? (Marami pa bang dagdag na dokumento ang hiningi sa iyo?)

□ □

18. Were you given proper information on how to get requirements? (Nabigyan ka ba ng kaukulang impormasyon sa pagkuha ng mga kakailanganing dokumento?)

□ □

19. Were you made aware of the fees you will pay? (Naipagbigay alam ba sa iyo ang mga dapat mong bayaran?)

□ □

OUR OFFICERS 20. Were the authorized official/s available? (Nasa opisina ba ang nakatalagang opisyal?) □ □

21. Did it take him/them long to sign the document? (Natagalan ba bago mapirmahan ang iyong mga dokumento?)

□ □

22. Nagpa-importante ba?

□ □

OUR INFORMATION 23. Is the document needed available? (Naibigay ba ang kailangan mong dokumento?) □ □

24. Is the document well-organized? (Organisado ba ang mga dokumento?) □ □

25. Is the data complete? (Kumpleto ba ang impormasyon sa dokumento?) □ □


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26. Is the data relevant to your request? (Tugma ba ang mga impormasyon sa kailangan mo?) □ □

27. Are instructions clear, brief and concise? (Malinaw at simple ba ang mga prosesong kailangang sundan?)

□ □

Other Comments/Suggestions: _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Thank you very much.

Please send to Mayor’s Office thru the Information Officer or drop at the suggestion box located at the Information Desk, Malay Municipal Hall, Malay, Aklan or send a text message at CP No. 09988433483 or email us at [email protected]. This form is also available at the Office you are visiting.


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DIRECTORY OF MUNICIPAL GOVERNMENT OFFICES

Office of the Municipal Mayor Contact Nos.: Mainland - (036) 288 8772; (036) 288 8802; Telefax – (036) 288 8808; MMAC – (036) 288 5701

Office of the Municipal Vice Mayor/Liga ng mga Barangay/DILG-Malay Contact Nos. : (036) 288 8819

Office of the Secretary to the Sangguniang Bayan Contact Nos.: (036) 288 8773

Municipal Planning and Development Office Contact Nos.: (036) 288 8775; MMAC – (036) 288 2016

Office of the Municipal Accountant Contact Nos.: (036) 288 8762

Municipal Budget Office Contact Nos.: (036) 288 8761

Office of the Municipal Treasurer Contact Nos.: (036) 288 8711; (036) 288 8774; (03) 288 8823; (036) 288 8798; (036) 288 8823; MMAC – (036) 288 2257

Office of the Municipal Engineer Contact Nos.: (036) 288 8760; MMAC – (036) 288 2017

Office of the Municipal Assessor Contact Nos.: (036) 288 8747

Office of the Municipal Agriculture Contact Nos.: (036) 288 8764

Office of the Municipal Civil Registrar Contact Nos.: (036) 288 8763

Municipal Health Office Contact Nos.: Main - (036) 288 8718; Boracay Annex – (036) 288 5624; Telefax (036) 288 4254

Municipal Social Welfare and Development Office


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Contact Nos.: (036) 288 8726; (036) 288 8782; MMAC – (036) 288 4367

Municipal Tourism Office Contact Nos.: Main – (036) 288 8827; Caticlan Jetty Port – (036) 288 7108; Eco-Park – (036) 288 7530; Tabon Port – (036) 288 7569; MMAC – (036) 288 2493

Human Resource Management Office Contact Nos.: (036) 288 8766

General Services Office Contact Nos.: (036) 288 8819

Licensing Unit Contact Nos.: (036) 288 8748; MMAC – (036) 288 2258

Environmental Services Unit Contact Nos.: (036) 288 8805; MMAC – 288 5747

Municipal Solid Waste Management Board Contact Nos.: MMAC (036) 288 5747

Municipal Transportation Office Contact Nos.: (036) 288 8767

Municipal PESO Contact Nos.: (036) 288 8775

MAP Office Contact Nos.: Caticlan (036) 288 7690; Boracay (036) 288 5269

Lifeguard Office Contact Nos.: (036) 288 3609

Bantay Dagat (Tabon Port) Contact Nos.: (036) 288 7569

MEED (Malay Public Market) Contact Nos.: (036) 288 7654

Guard/Information Desk Contact Nos.: Main (036) 288 8814; MMAC (036) 288 6046


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MEET YOUR SERVICE PROVIDERS

EXECUTIVE DEPARTMENT

OFFICE OF THE MUNICIPAL MAYOR


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HUMAN RESOURCE MANAGEMENT OFFICE

LICENSING UNIT


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ENVIRONMENTAL MANAGEMENT SERVICES UNIT

GENERAL SERVICES OFFICE


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MUNICIPAL TRANSPORTATION OFFICE

MUNICIPAL PLANNING & DEVELOPMENT OFFICE


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OFFICE OF THE MUNICIPAL BUDGET OFFICER

OFFICE OF THE MUNICIPAL ACCOUNTANT


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OFFICE OF THE MUNICIPAL TREASURER

OFFICE OF THE MUNICIPAL ENGINEER


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OFFICE OF THE MUNICIPAL ASSESSOR

OFFICE OF THE MUNICIPAL CIVIL REGISTRAR


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MUNICIPAL TOURISM OFFICE

OFFICE OF THE MUNICIPAL AGRICULTURIST


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MUNICIPAL SOCIAL WELFARE AND DEVELOPMENT OFFICE

MUNICIPAL HEALTH OFFICE (Main)


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MUNICIPAL HEALTH OFFICE (Annex)

MUNICIPAL ECONOMIC ENTERPRISE DEPARTMENT


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OFFICE OF THE MAYOR – MALAY MUNICIPAL ACTION CENTER

OFFICE OF THE MAYOR - BORACAY REDEVELOPMENT TASK FORCE


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LEGISLATIVE DEPARTMENT

OFFICE OF THE SANGGUNIANG BAYAN

OFFICE OF THE MUNICIPAL VICE MAYOR


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OFFICE OF THE SECRETARY TO THE SANGGUNIANG BAYAN

ANNEXES Annex “A”

EXECUTIVE ORDER NO. 015 Series of 2014

AN ORDER REORGANIZING THE STEERING COMMITTEE AND TASK FORCE FOR THE REVISION OF THE MALAY CITIZEN’S CHARTER. WHEREAS, local government units have been mandated by R.A. 9485, otherwise known as the Anti-Red Tape Act of 2007, to set up systems and procedures, service standards and commitments in the delivery of basic frontline services to be known as the Citizen’s Charter; WHEREAS, pursuant with this policy, the Malay Citizen’s Charter was first established through Executive Order No. 198, Series of 2009, and consequently


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approved and adopted by the Sangguniang Bayan by virtue of Municipal Ordinance No. 280 in September, 2009; WHEREAS, with the staffing changes and additional frontline services introduced in the past years, there is a need to revisit the Malay Citizen’s Charter, which likewise call for the reorganization of the Steering Committee and Task Force created for the purpose; NOW THEREFORE, by virtue of the powers vested upon me as the Local Chief Executive of the Municipality of Malay, I hereby order the following: Section 1. Reorganization of the Steering Committee for the revision of the Malay Citizen’s Charter. The Steering Committee is hereby reorganized with the following composition: Chairman JOHN P. YAP Municipal Mayor Vice Chairperson WILBEC M. GELITO Vice Mayor Members All Department and Unit Heads BFI Representative BCCI Representative Section 2. Terms of Reference for the Steering Committee. The Steering Committee shall perform the following functions:

Act as the LCE’s advisory council in the overall direction and supervision of the Citizen’s Charter initiative’s implementation;

Assist the LCE in setting the goals and objectives of the Citizen’s Initiative;

Assist the LCE in the review and refinement of the Citizen’s Charter;

Lead in advocating and lobbying for the institutionalization of the Citizen’s Charter to the Sangguniang Bayan through an appropriate ordinance.

Section 3. Reorganization of the Task Force on the revision of the Citizen’s Charter. The Task Force is hereby reorganized with the following composition: Task Force Head GODOFREDO B. SADIASA MEEO Executive Assistant - designate


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Deputy Task Force Head DINKY P. MAAGMA Supervising Administrative Officer/HRMO Members All Heads of Offices offering Frontline Services Senior Staff from each Frontline Office Section 4. Terms of Reference for the Task Force. Members of the Task Force shall perform the following functions:

The Department Heads, assisted by one or two of their Senior Staffs, shall lead in the review of their offices’ frontline services in terms of procedure, requirements, charges and fees, in the setting of new service standards and in the conduct of consultative meetings with the consumers or beneficiaries of the services provided by their departments;

The Department Heads shall also be in charge of writing their offices’ new procedures, list of requirements, and schedule of charges and fees for submission to the Task Force Head;

The Task Force Head shall see to it that standards and deadlines with regard to the Citizen’s Charter preparation are met, assume responsibility for the review, consolidation and finalization of the published form of the Charter;

The Deputy Heads, shall assist the Task Force Head in the review and consolidation of the Department’s outputs, as well as in the finalization of the Charter.

Section 5. Effectivity. This Executive Order shall take effect immediately. DONE this 13th day of May, 2014 at Malay, Aklan, Philippines.

(Sgd.) JOHN P. YAP Municipal Mayor


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Annex “B”

Republic of the Philippines Province of Aklan

Municipality of Malay 0o0o0

OFFICE OF THE SANGGUNIANG BAYAN

MUNICIPAL ORDINANCE No. 280 AN ORDINANCE PRESCRIBING FOR SYSTEMS AND PROCEDURES, SERVICE STANDARDS AND COMMITMENTS IN THE DELIVERY OF MUNICIPAL GOVERNMENT FRONTLINE SERVICES TO THE PUBLIC THROUGH THE ADOPTION OF THE CITIZEN’S CHARTER OF THE MUNICIPALITY OF MALAY–A GUIDEBOOK FOR MUNICIPAL GOVERNMENT FRONTLINE SERVICES. SECTION 1. Short Title.– This Ordinance shall be known as The Citizen’s Charter of the Municipality of Malay – A Guidebook for Municipal Government Frontline Services.


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SECTION 2. Purpose.– This Ordinance is enacted in pursuance to the provision of Republic Act No. 9485, otherwise known as the Anti-Red Tape Act of 2007 which requires all government agencies including local government units to set up their own service standards known as the Citizen’s Charter. It is also founded on the premise that the government as an institution provides and facilitates numerous essential public services– one, that is distinguished to be not only effective and efficient but transparent. Therefore, not only is this legislative measure timely but a paramount policy that brings reform in public service. SECTION 3. Declaration of Policies.– It is hereby declared the policy of the Municipal Government of Malay to bring about pro–active and responsible governance by promoting transparency, accountability, honesty and proper management of the local government affairs and properties. Towards this end, it shall endeavor to:

a. Adopt a continuous and progressive system of public service delivery which will generate customer satisfaction;

b. Create an environment conducive to the promotion of responsible and

responsive delivery of services to the public; and

c. Establish a feedback mechanism that would ensure the practicability of the systems and procedures involved in the delivery of frontline services.

SECTION 4. Citizen’s Charter: Definition, Nature and Scope.– (a) Definition.– Citizen’s Charter is an official document, a service standard, or a pledge, that communicates, in simple terms, information on the services provided by the Municipal Government through its existing offices, units or sections. It describes the step–by– step procedure for availing a particular frontline service, and the guaranteed performance level that the public may expect from the service. (b) Nature and Scope.– The Malay Citizens Charter herein referred to is a written document, crafted by the Municipal Steering Committee created through Executive Order No. 198, issued by the Municipal Mayor.


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The Malay Citizen’s Charter is a tool through which the quality of public service can be improved by letting them know of the frontline service delivered by the offices/units/sections of the Municipal Government, procedures involved in delivering the service, and what the public should expect and how to seek remedy if the service standard set is not met. SECTION 5. Component of the Citizen’s Charter.– The Malay Citizens Charter is composed of a five–part for information composed of the following:

a. Map of the Municipal Government Offices, Vision and Mission;

b. The Municipal Government Frontline Services which are divided into two (2) major frontline service categories, the Economic and Related Services and Social and Related Services. The Economic and Related Services contains list of services rendered in the areas of Business and Investment, Infrastructure, Agriculture, Transport and Traffic Management, Livelihood and Employment, and other Related Service while the Social and Related Services contains a list of services along the areas of Administration, Civil Registration, Legislative, Development Planning, General Services, Health, Real Property Assessment, Social Welfare, Tourism and Solid Waste Management; and

c. Service Standards and Performance Pledges.– The service standards

provides information about the service, the requirements involved, fee or charges (if necessary, the procedures involved, the time needed to do the service and the person responsible in delivering the service. Aside from which, the Municipal Government commits to adhere on the provisions of Republic Act No. 9485, particularly Section 8 and 9 of the said Act. On the other hand, the performance pledge expresses the commitment of the service provider; and

d. Complaints and Redress Mechanism.– The Municipal Government

through its officials and employees shall guarantee the delivery of the service as promised in the Citizen’s Charter. For this purpose, feedback mechanisms shall be provided but not limited to the establishment of information or service desk, putting–up of suggestion boxes in offices, and making accessible customers feedback form.


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In the event that the customer is not satisfied with the level of service performance, a complaint may be brought to the notice of their respective Head of Office for immediate redress. If the complaint is not rectified to satisfaction, the matter may be brought to the attention of the Municipal Mayor.

SECTION 6. Declaration of Commitment and Duty.– The Municipal Government of Malay through its officials and employees declares the following commitment and duty, as follows:

6.a Ensure the delivery of the guaranteed performance level as laid down in the duly adopted Citizen’s Charter;

6.b Undertake review of the Citizen’s Charter, not less than once

every two years to guarantee the responsiveness of the systems and procedures involve in delivering a particular frontline service; and

6.c Deliver the services with honesty, transparency and

accountability.

SECTION 7. Funding.– The Municipal Government shall provide in its Annual Budget not less than ½ of 1 percent of the total allocation for Maintenance and Other Operating Expenses. SECTION 8. Separability Clause.– If for any reason or reasons, any part or provision of the Ordinance shall be held unconstitutional, inoperative or invalid, other parts or provisions which are not affected shall continue to be in force and effect. SECTION 9. Repealing Clause.– Ordinances, executive orders and other administrative issuance or any of its part or parts inconsistent with this Ordinance are hereby repealed, amended or modified accordingly. SECTION 10. Effectivity.– This ordinance shall take effect fifteen (15) days upon approval. ENACTED. August 26, 2009. APPROVED. September 2, 2009.


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STEERING COMMITTEE

on the Citizen’s Charter Initiative

Chairperson Hon. JOHN P. YAP Vice Chairperson Hon. WILBEC M. GELITO Members All Department, Section and Unit Heads

BFI Representative BCCI Representative

TASK FORCE

on Citizen’s Charter Preparation

Task Force Head GODOFREDO B. SADIASA

Members ALMA S. BELEJERDO DENNIS T. BRIONES

DEDIOSA C. DIOSO WILMA O. PRADO

CONCORDIA S. ALCANTARA MARLO LOZADA Engr. ELIZER B. CASIDSID


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RICKY T. BIGUEJA ERLINDA T. CASIMERO GEMMA TERESA P. MATEO DENRIC AUGUSTUS B. SADIASA ANERY I. SOLANO DIOVINA C. SANTIA FILIPINA C. DELOS REYES DR. ADRIAN D. SALAVER MARIEL S. CAJILIG MAGDALENA S. PRADO JESSICA S. CANDOLITA FELIX G. DELOS SANTOS BARBARA G. FLORES JOSE A. OCZON, JR. MARICYL C. BALADJAY JEN F. SALSONA EDGAR C. CAHILIG Engr. TRESHA LYN LOZANEZ Engr. ARNOLD I. SOLANO CESAR P. OCZON, JR. SAMUEL A. SANO

LOCAL COACHES

Project C.U.R.E (Comprehensive and Unified Response to Eliminate) Red Tape in LGU’s

Municipal Coaches GODOFREDO B. SADIASA Executive Assistant - designate

DINKY P. MAAGMA

Supervising Administrative Officer GRACE O. SALIBIO

Administrative Officer V


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GEMMA TERESA P. MATEO Local Assessment Operations Officer III

JEN F. SALSONA

Licensing Officer III

Facilitator MARK T. DELOS REYES Municipal Local Government Operations Officer, DILG-Malay, Aklan

Documents

PART VI COMPLAINTS AND REDRESS MECHANISM AND …malay.gov.ph/images/Citizens_Charter/Part_VI.pdf · Malay Citizen’s Charter – 152A Guidebook on Municipal Government Frontline