REPUBLIC ACT NO.

9485
AN ACT TO IMPROVE EFFICIENCY IN THE DELIVERY OF GOVERNMENT
SERVICE TO THE PUBLIC BY REDUCING BUREAUCRATIC RED TAPE,
PREVENTING GRAFT AND CORRUPTION, AND PROVIDING PENALTIES
THEREFOR
Be it enacted by the Senate and the House of Representatives of the Philippines in
Congress assembled:
SECTION 1. Shor T!"#. - This Act shall be known as the "Anti-Red Tape Act of 2007".
SEC. $. D#%"&r&!o' o( Po"!%). - It is hereby declared the policy of the State to promote
interity! acco"ntability! proper manaement of p"blic affairs and p"blic property as well
as to establish effecti#e practices aimed at the pre#ention of raft and corr"ption in
o#ernment. Towards this end! the State shall maintain honesty and responsibility
amon its p"blic officials and employees! and shall take appropriate meas"res to
promote transparency in each aency with reard to the manner of transactin with the
p"blic! which shall encompass a proram for the adoption of simplified proced"res that
will red"ce red tape and e$pedite transactions in o#ernment.
SEC. *. Co+#r&,#. - This Act shall apply to all o#ernment offices and aencies
incl"din local o#ernment "nits and o#ernment-owned or -controlled corporations that
pro#ide frontline ser#ices as defined in this Act. Those performin %"dicial! &"asi-%"dicial
and leislati#e f"nctions are e$cl"ded from the co#erae of this Act.
SEC. 4. D#(!'!!o' o( T#r-.. - As "sed in this Act! the followin terms are defined as
follows'
(a) "Simple Transactions" refer to re&"ests or applications s"bmitted by clients of
a o#ernment office or aency which only re&"ire ministerial actions on the part
of the p"blic officer or employee! or that which present only inconse&"ential
iss"es for the resol"tion by an officer or employee of said o#ernment office.
(b) "*omple$ Transactions" refer to re&"ests or applications s"bmitted by clients
of a o#ernment office which necessitate the "se of discretion in the resol"tion of
complicated iss"es by an officer or employee of said o#ernment office! s"ch
transaction to be determined by the office concerned.
(c) "+rontline Ser#ice" refers to the process or transaction between clients and
o#ernment offices or aencies in#ol#in applications for any pri#ilee! riht!
permit! reward! license! concession! or for any modification! renewal or e$tension
of the en"merated applications and,or re&"ests which are acted "pon in the
ordinary co"rse of b"siness of the aency or office concerned.
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(d) "Action" refers to the written appro#al or disappro#al made by a o#ernment
office or aency on the application or re&"est s"bmitted by a client for
processin.
(e) "-fficer or .mployee" refers to a person employed in a o#ernment office or
aency re&"ired to perform specific d"ties and responsibilities related to the
application or re&"est s"bmitted by a client for processin.
(f) "Irre#elant re&"irement" refer to any doc"ment or performance of an act not
directly material to the resol"tion of the iss"es raised in the re&"est or needed in
the application s"bmitted by the client.
() "+i$er" refers to any indi#id"al whether or not officially in#ol#ed in the
operation of a o#ernment office or aency who has access to people workin
therein! and whether or not in coll"sion with them! facilitates speedy completion
of transactions for pec"niary ain or any other ad#antae or consideration.
SEC. 5 R##',!'##r!', o( S).#-. &'/ Pro%#/0r#.. - All offices and aencies which
pro#ide frontline ser#ices are hereby mandated to re"larly "ndertake time and motion
st"dies! "ndero e#al"ation and impro#ement of their transaction systems and
proced"res and re-enineer the same if deemed necessary to red"ce b"rea"cratic red
tape and processin time.
SEC. 1. C!!2#'3. Ch&r#r. - All o#ernment aencies incl"din departments! b"rea"s!
offices! instr"mentalities! or o#ernment-owned and,or controlled corporations! or local
o#ernment or district "nits shall set "p their respecti#e ser#ice standards to be known
as the *iti/en0s *harter in the form of information billboards which sho"ld be posted at
the main entrance of offices or at the most conspic"o"s place! and in the form of
p"blished materials written either in .nlish! +ilipino! or in the local dialect! that detail'
(a) The proced"re to obtain a partic"lar ser#ice1
(b) The person,s responsible for each step1
(c) The ma$im"m time to concl"de the process1
(d) The doc"ment,s to be presented by the c"stomer! if necessary1
(e) The amo"nt of fees! if necessary1 and
(f) The proced"re for filin complaints.
SEC. 4. A%%o0'&5!"!) o( h# H#&/. o( O((!%#. &'/ A,#'%!#.. - The head of the
office or aency shall be primarily responsible for the implementation of this Act and
shall be held acco"ntable to the p"blic in renderin fast! efficient! con#enient and reliable
ser#ice. All transactions and processes are deemed to ha#e been made with the
permission or clearance from the hihest a"thority ha#in %"risdiction o#er the
o#ernment office or aency concerned.
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SEC. 8. A%%#..!', Fro'"!'# S#r+!%#.. - The followin shall be adopted by all
o#ernment offices and aencies'
(a) Acceptance of Applications and Re&"est - (2) All officers or employees shall
accept written applications! re&"ests! and,or doc"ments bein s"bmitted by
clients of the office or aencies. (2) The responsible officer or employee shall
acknowlede receipt of s"ch application and,or re&"est by writin or printin
clearly thereon his,her name! the "nit where he,she is connected with! and the
time and date of receipt. (3) The recei#in officer or employee shall perform a
preliminary assessment of the re&"est so as to promote a more e$peditio"s
action on re&"ests.
(b) Action of -ffices - (2) All applications and,or re&"ests s"bmitted shall be
acted "pon by the assined officer or employee d"rin the period stated in the
*iti/en0s *harter which shall not be loner than fi#e workin days in the case of
simple transactions and ten (20) workin days in the case of comple$
transactions from the date the re&"est or application was recei#ed. 4ependin on
the nat"re of the frontline ser#ices re&"ested or the mandate of the office or
aency "nder "n"s"al circ"mstances! the ma$im"m time prescribed abo#e may
be e$tended. +or the e$tension d"e to nat"re of frontline ser#ices or the mandate
of the office or aency concerned the period for the deli#ery of frontline ser#ices
shall be indicated in the *iti/en0s *harter. The office or aency concerned shall
notify the re&"estin party in writin of the reason for the e$tension and the final
date of release for the e$tension and the final date of release of the frontline
ser#ice,s re&"ested. (2) 5o application or re&"est shall be ret"rned to the client
witho"t appropriate action. In case an application or re&"est is disappro#ed! the
officer or employee who rendered the decision shall send a formal notice
to the client within fi#e workin days from the receipt of the re&"est and,or
application! statin therein the reason for the disappro#al incl"din a list of
specific re&"irement,s which the client failed to s"bmit.
(c) 4enial of Re&"est for Access to 6o#ernment Ser#ice - Any denial of re&"est
for access to o#ernment ser#ice shall be f"lly e$plained in writin! statin the
name of the person makin the denial and the ro"nds "pon which s"ch denial is
based. Any denial of re&"est is deemed to ha#e been made with the permission
or clearance from the hihest a"thority ha#in %"risdiction o#er the o#ernment
office or aency concerned.
(d) 7imitation of Sinatories - The n"mber of sinatories in any doc"ment shall
be limited to a ma$im"m of fi#e sinat"res which shall represent officers directly
s"per#isin the office or aency concerned.
(e) Adoption of 8orkin Sched"les to Ser#e *lients - 9eads of offices and
aencies which render frontline ser#ices shall adopt appropriate workin
sched"les to ens"re that all clients who are within their premises prior to the end
of official workin ho"rs are attended to and ser#ed e#en d"rin l"nch break and
after re"lar workin ho"rs.
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(f) Identification *ard - All employees transactin with the p"blic shall be
pro#ided with an official identification card which sho"ld be #isibly worn d"rin
office ho"rs.
() .stablishment of :"blic Assistance,*omplaints 4esk - .ach office or aency
shall establish a p"blic assistance,complaints desk in all their offices.
SEC. 9. A0o-&!% E6#'.!o' o( P#r-!. &'/ L!%#'.#.. - - If a o#ernment office or
aency fails to act on an application and,or re&"est for renewal of a license! permit or
a"thority s"b%ect for renewal within the prescribed period! said permit! license or
a"thority shall a"tomatically be e$tended "ntil a decision or resol"tion is rendered on the
application for renewal' :ro#ided! That the a"tomatic e$tension shall not apply when the
permit! license! or a"thority co#ers acti#ities which pose daner to p"blic health! p"blic
safety! p"blic morals or to p"blic policy incl"din! b"t not limited to! nat"ral reso"rce
e$traction acti#ities.
SEC. 17. R#8or C&r/ S0r+#). - All offices and aencies pro#idin frontline ser#ices
shall be s"b%ected to a Report *ard S"r#ey to be initiated by the *i#il Ser#ice
*ommission! in coordination with the 4e#elopment Academy of the :hilippines! which
shall be "sed to obtain feedback on how pro#isions in the *iti/en0s *harter are bein
followed and how the aency is performin.
The Report *ard S"r#ey shall also be "sed to obtain information and,or estimates of
hidden costs inc"rred by clients to access frontline ser#ices which may incl"de! b"t is
not limited to! bribes and payment to fi$ers.
A feedback mechanism shall be established in all aencies co#ered by this Act and the
res"lts thereof shall be incorporated in their ann"al report.
SEC. 11. V!o"&!o'.. - After compliance with the s"bstanti#e and proced"ral d"e
process! the followin shall constit"te #iolations of this Act toether with their
correspondin penalties'
(a) 7iht -ffense - (2) Ref"sal to accept application and,or re&"est within the
prescribed period or any doc"ment bein s"bmitted by a client1 (2) +ail"re to act
on an application and,or re&"est or fail"re to refer back to the client a re&"est
which cannot be acted "pon d"e to lack of re&"irement,s within the prescribed
period1 (3) +ail"re to attend to clients who are within the premises of the office or
aency concerned prior to the end of official workin ho"rs and d"rin l"nch (;)
+ail"re to render frontline ser#ices within the prescribed period on any application
and,or re&"est witho"t d"e ca"se1 (<) +ail"re to i#e the client a written notice on
the disappro#al of an application or re&"est1 and (=) Imposition of additional
irrele#ant re&"irements other than those listed in the first notice.
:enalties for liht offense shall be as follows' +irst -ffense - Thirty (30) days
s"spension witho"t pay and mandatory attendance in >al"es -rientation
:roram1 Second -ffense - Three (3) months s"spension witho"t pay1 and Third
-ffense - 4ismissal and perpet"al dis&"alification from p"blic ser#ice.
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(b) 6ra#e -ffense - +i$in and,or coll"sion with fi$ers in consideration of
economic and,or other ain or ad#antae. :enalty - 4ismissal and perpet"al
dis&"alification from p"blic ser#ice.
SEC. 1$. Cr!-!'&" L!&5!"!) (or F!6#r.. - In addition to Sec. 22 (b)! fi$ers! as defined in
this Act! shall s"ffer the penalty of imprisonment not e$ceedin si$ years or a fine not
less than Twenty Tho"sand :esos (:20!000.00) b"t not more than Two 9"ndred
Tho"sand :esos (:200!000.00) or both fine and imprisonment at the discretion of the
co"rt.
SEC. 1*. C!+!" &'/ Cr!-!'&" L!&5!"!), No B&rr#/. - The findin of administrati#e
liability "nder this Act shall not be a bar to the filin of criminal! ci#il or other related
chares "nder e$istin laws arisin from the same act or omission as herein
en"merated.
SEC. 14. A/-!'!.r&!+# 90r!./!%!o'. - The administrati#e %"risdiction on any #iolation
of the pro#isions of this Act shall be #ested in either the *i#il Ser#ice *ommission
(*S*)! the :residential Anti-6raft *ommission (:A6*) or the -ffice of the -mb"dsman
as determined by appropriate laws and iss"ances.
SEC. 15. I--0'!): D!.%h&r,# o( Co;R#.8o'/#'<A%%0.#/ o 5# & =!'#... - Any
p"blic official or employee or any person ha#in been chared with another "nder this
Act and who #ol"ntarily i#es information pertainin to an in#estiation or who willinly
testifies therefore! shall be e$empt from prosec"tion in the case,s where his,her
information and testimony are i#en. The dischare may be ranted and directed by the
in#estiatin body or co"rt "pon the application or petition of any of the
respondent,acc"sed-informant and before the termination of the in#estiation' :ro#ided!
That'
(a) There is absol"te necessity for the testimony of the respondent,acc"sed
informant whose dischare is re&"ested1
(b) There is no other direct e#idence a#ailable for the proper prosec"tion of the
offense committed! e$cept the testimony of said respondent,acc"sed-informant1
(c) The testimony of said respondent,acc"sed-informant can be s"bstantially
corroborated in its material points1
(d) The respondent,acc"sed-informant has not been pre#io"sly con#icted of a
crime in#ol#in moral t"rpit"de1 and
(e) Said respondent,acc"sed-informant does not appear to be the most "ilty.
.#idence add"ced in s"pport of the dischare shall a"tomatically form part of the
records of the in#estiation. Sho"ld the in#estiatin body or co"rt deny the
motion or re&"est for dischare as a witness! his,her sworn statement shall be
inadmissible as e#idence.
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SEC. 11. I-8"#-#'!', R0"#. &'/ R#,0"&!o'.. - The *i#il Ser#ice *ommission in
coordination with the 4e#elopment Academy of the :hilippines (4A:)! the -ffice of the
-mb"dsman and the :residential Anti-6raft *ommission (:A6*)! shall prom"late the
necessary r"les and re"lations within ninety (?0) days from the effecti#ity of this Act.
SEC. 14. S#8&r&5!"!) C"&0.#. - If any pro#ision of this Act shall be declared in#alid or
"nconstit"tional! s"ch declaration shall not affect the #alidity of the remainin pro#isions
of this Act.
SEC. 18. R#8#&"!', C"&0.#. - All pro#isions of laws! presidential decrees! letters of
instr"ction and other presidential iss"ances which are incompatible or inconsistent with
the pro#isions of this Act are hereby deemed amended or repealed.
SEC. 19. E((#%!+!). - This Act shall take effect within fifteen (2<) days followin its
p"blication in the -fficial 6a/ette or in two (2) national newspapers of eneral
circ"lation.
Appro#ed!
9OSE DE VENECIA 9R. MANNY VILLAR
Speaker of the 9o"se of Representati#es :resident of the Senate

This Act which is a consolidation of Senate @ill 5o. 2<A? and 9o"se @ill 5o. 377= was
finally passed by the Senate and the 9o"se of Representati#es on +ebr"ary A! 2007 and
+ebr"ary 20! 2007 respecti#ely.
ROBERTO P. NA>ARENO OSCAR G. YABES
Secretary 6eneral Secretary of Senate
9o"se of Representati#es
GLORIA MACAPAGAL;ARROYO
:resident of the :hilippines
Appro#ed' B"ne 2! 2007
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Re: IMPLEMENTING RULES AND REGULATIONS
Republic Act No. 9485 (Ati!Re" T#pe Act o$ %&&'(
x--------------------------------------------------------------------------x
RESOLUTION NO. 781441
89.R.AS! Article II! Section 27 of the *onstit"tion pro#ides that the State shall
maintain honesty and interity in the p"blic ser#ice and shall take positi#e and effecti#e
meas"res aainst raft and corr"ption1
89.R.AS! there is an "rent need to establish an effecti#e system that will eliminate
b"rea"cratic red tape! a#ert raft and corr"pt practices and impro#e the efficiency of
deli#ery of o#ernment frontline ser#ices1
89.R.AS! in response to the "rent need to eliminate red tape and impro#e frontline
ser#ice deli#ery! the Thirteenth *onress enacted on B"ne 2! 2007 Rep"blic Act 5o.
?;A<! otherwise known as the CAnti-Red Tape Act of 20071D
89.R.AS! RA 5o. ?;A< aims to promote transparency in o#ernment with reard to
the manner of transactin with the p"blic by re&"irin each aency to simplify frontline
ser#ice proced"res! form"late ser#ice standards to obser#e in e#ery transaction and
make known these standards to the client1
89.R.AS! Section 2= of the same law mandates the *i#il Ser#ice *ommission! in
coordination with the 4e#elopment Academy of the :hilippines (4A:)! the -ffice of the
-mb"dsman (-E@) and the :residential Anti-6raft *ommission (:A6*)! to prom"late
the necessary r"les and re"lations to implement said Act1
89.R.AS! the *S* toether with the 4A:! -E@ and :A6*! cond"cted a series of
cons"ltati#e meetins with #ario"s stakeholders to ather comments and
recommendations as well as to disc"ss possible iss"es in the implementation of the
CAnti-Red Tape Act of 20071D
5-8 T9.R.+-R.! the *ommission R.S-7>.S to adopt the implementin r"les
and re"lations of RA 5o. ?;A<! as follows'
RULE I. COVERAGE
SECTION 1. These R"les shall apply to all o#ernment offices and aencies incl"din
local o#ernment "nits and o#ernment-owned or controlled corporations with or witho"t
oriinal charter that pro#ide frontline ser#ices as defined in the Act. Those performin
%"dicial! &"asi%"dicial and leislati#e f"nctions are e$cl"ded from the co#erae of the Act!
howe#er! their respecti#e frontline ser#ices are deemed incl"ded.
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RULE II. INTERPRETATION
SECTION 1. These R"les shall be interpreted in the liht of the 4eclaration of :olicy
fo"nd in Section 2 of the Act' CIt is hereby declared the policy of the State to promote
interity! acco"ntability! proper manaement of p"blic affairs and p"blic property as well
as to establish effecti#e practices aimed at the pre#ention of raft and corr"ption in
o#ernment. Towards this end! the State shall maintain honesty and responsibility
amon its p"blic officials and employees! and shall take appropriate meas"res to
promote transparency in each office or aency with reard to the manner of transactin
with the p"blic! which shall encompass a proram for the adoption of simplified
proced"res that will red"ce red tape and e$pedite transactions in o#ernment.D
SECTION $. 4efinition of Terms. +or p"rposes of these R"les! the followin terms shall
mean'
(a) CActionD refers to the written appro#al or disappro#al made by a o#ernment
office or aency on the application or re&"est s"bmitted by a client for
processin.
(b) C*iti/enFs *harterD refers to an official doc"ment! a ser#ice standard! or a
plede! that comm"nicates! in simple terms! information on the ser#ices pro#ided
by the o#ernment to its citi/ens. It describes the step-by-step proced"re for
a#ailin a partic"lar ser#ice! and the "aranteed performance le#el that they may
e$pect for that ser#ice.
(c) C*iti/enD with reference to the *iti/enFs *harter refers to the clients whose
interests and #al"es are addressed by the *iti/enFs *harter and! therefore!
incl"des not only the citi/ens of the Rep"blic of the :hilippines! b"t also all the
stakeholders! incl"din b"t not limited to! "sers! beneficiaries! other o#ernment
offices and aencies! and the transactin p"blic
(d) C*omple$ TransactionsD refers to re&"ests or applications s"bmitted by clients
of a o#ernment office which necessitate the "se of discretion in the resol"tion of
complicated iss"es by an officer or employee of said o#ernment office! s"ch
transaction to be determined by the office concerned.
(e) C+i$erD refers to any indi#id"al whether or not officially in#ol#ed in the
operation of a o#ernment office or aency who has access to people workin
therein and whether or not in coll"sion with them! facilitates speedy completion of
transactions for pec"niary ain or any other ad#antae or consideration.
(f) C+i$inD refers to the act that in#ol#es "nd"e facilitation of transactions for
pec"niary ain or any other ad#antae or consideration.
() C+rontline Ser#iceD refers to the process or transaction between clients and
o#ernment offices or aencies in#ol#in applications for any pri#ilee! riht!
permit! reward! license! concession! or for any modification! renewal or e$tension
of the en"merated applications and,orre&"ests which are acted "pon in the
ordinary co"rse of b"siness of the office or aency concerned.
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(h) CIrrele#ant re&"irementsD refers to any doc"ment or performance of an act not
directly material to the resol"tion of the iss"es raised in the re&"est or needed in
the application s"bmitted by the client.
(i) C-fficer or .mployeeD refers to a person employed in a o#ernment office or
aency re&"ired to perform specific d"ties and responsibilities related to the
application or re&"est s"bmitted by a client for processin.
(%) C:"blished EaterialsD refers to printed! comp"ter-enerated! or photocopied
materials! and proced"ral man"als,flowcharts! made a#ailable to the p"blic or
"ploaded in the official o#ernment websites! containin the basic information on
accessin frontline ser#ices.
(k) CReport *ard S"r#eyD refers to an e#al"ation tool that pro#ides a &"antitati#e
meas"re of act"al p"blic ser#ice "ser perceptions on the &"ality! efficiency and
ade&"acy of different frontline ser#ices! as well as a critical e#al"ation of the
office or aency and its personnel. It is an instr"ment that also solicits "ser
feedback on the performance of p"blic ser#ices! for the p"rpose of e$actin
p"blic acco"ntability and! when necessary! proposin chane.
(l) CSimple TransactionsD refers to re&"ests or applications which only re&"ire
ministerial actions on the part of the p"blic officer or employee! or that which
present only inconse&"ential iss"es for resol"tion by an officer or employee of
said o#ernment office.
RULE III. RE;ENGINEERING OF SYSTEMS AND PROCEDURES
SECTION 1. 8ithin one (2) year from effecti#ity of the R"les! each office or aency
shall'
a) 4etermine which processes or transactions constit"te frontline ser#ice1
b) Gndertake reenineerin of transaction systems and proced"res! incl"din
time and motion st"dies! if necessary1 and after compliance thereof!
c) Set "p their respecti#e ser#ice standards to be known as the *iti/enFs *harter.
SECTION $. The reenineerin process shall incl"de a re#iew for the p"rposes of
streamlinin of the followin'
a) Steps in pro#idin the ser#ice1
b) +orms "sed1
c) Re&"irements1
d) :rocessin time1 and
e) +ees and chares.
There shall also be a re#iew of the location of the offices pro#idin frontline ser#ices and
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directional sins to facilitate transactions.
SECTION *. In the e#al"ation of official forms! o#ernment offices and aencies
renderin frontline ser#ices shall limit the n"mber of sinatories to a ma$im"m of fi#e (<)
sinat"res of officers or employees directly s"per#isin the e#al"ation! appro#al or
disappro#al of the re&"est! application! or transaction.
The head of o#ernment office or aency shall prescribe! thro"h an appropriate office
order! the r"les on the proper a"thority to sin in the absence of the re"lar sinatory! as
follows'
(2) If there is only one official ne$t in rank! he,she shall a"tomatically be the
sinatory1
(2) If there are two or more officials ne$t in rank! the appropriate office order shall
prescribe the order of priority amon the officials ne$t in rank within the same
orani/ational "nit1 or
(3) If there is no official ne$t in rank present and a#ailable! the head of the
department! office or aency shall desinate an officer-in-chare from amon
those ne$t lower in rank in the same orani/ational "nit.
RULE IV. CITI>EN?S CHARTER
SECTION 1. The *iti/enFs *harter shall incl"de the followin information'
(a) >ision and mission of the o#ernment office or aency1
(b) Identification of the frontline ser#ices offered! and the clientele1
(c) The step-by-step proced"re to obtain a partic"lar ser#ice1
(d) The officer or employee responsible for each step1
(e) The ma$im"m time to concl"de the process1
(f) 4oc"ment,s to be presented by the client! with a clear indication of the
rele#ancy of said doc"ment,s1
() The amo"nt of fees! if necessary1
(h) The proced"re for filin complaints in relation to re&"ests and applications!
incl"din the names and contact details of the officials,channels to approach for
redress1
(i) Allowable period for e$tension d"e to "n"s"al circ"mstances1 i.e. "nforeseen
e#ents beyond the control of concerned o#ernment office or aency1 and
(%) +eedback mechanisms! contact n"mbers to call and,or persons to approach
for recommendations! in&"iries! s"estions! as well as complaints.
SECTION $. The *iti/enFs *harter shall be in the form of information billboards which
sho"ld be posted at the main entrance of offices or at the most conspic"o"s place! and
in the form of p"blished materials written either in .nlish! +ilipino! or in the local dialect.
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SECTION *. The head of office or aency shall constit"te a task force to prepare a
*iti/enFs *harter p"rs"ant to the pro#isions of the Act and these R"les! takin into
consideration the stakeholders! "sers and beneficiaries of the frontline ser#ices! and
shall cond"ct cons"ltati#e form"lation and refinement of the pro#isions of the *harter.
The participation of non-o#ernment orani/ations and other concerned ro"ps shall be
enco"raed. The head of office or aency shall formally iss"e and release the *harter
and shall monitor and periodically re#iew its implementation. -ffices and aencies with
e$istin ser#ice standards shall e#al"ate these standards to ens"re compliance with the
pro#isions of this R"le.
SECTION 4. The office or aency shall re#iew the *iti/enFs *harter whene#er
necessary! b"t not less than once e#ery two years.
SECTION 5. The assistance of the *i#il Ser#ice *ommission and the 4e#elopment
Academy of the :hilippines may be re&"ested for p"rposes of complyin with R"les III
and I>.
SECTION 1. The acti#ities in R"les III and I> shall be monitored by the *i#il Ser#ice
*ommission thro"h its Reional -ffices and +ield -ffices for re-e#al"ation and
benchmarkin.
RULE V. ACCOUNTABILITY OF HEADS OF OFFICES AND AGENCIES
SECTION 1. The head of the office or aency shall be primarily responsible for the
implementation of these R"les and shall be held acco"ntable to the p"blic in renderin
fast! efficient! con#enient and reliable ser#ice. All transactions and processes are
deemed to ha#e been made with the permission or clearance from the hihest a"thority
ha#in %"risdiction o#er the o#ernment office or aency concerned. In case of fail"re to
comply with these R"les! appropriate chares may be filed aainst the head of office or
aency "nder e$istin law and r"les! before the appropriate for"m.
RULE VI. ACCESSING FRONTLINE SERVICES
SECTION 1. All offices and aencies are en%oined to "ndertake on a contin"in basis
prorams to promote c"stomer satisfaction and impro#e ser#ice deli#ery! and other
similar acti#ities for officers and employees in frontline ser#ices.
SECTION $. Acceptance and 4enial of the Applications and Re&"ests.
(2) All officers or employees shall accept written applications! re&"ests! and,or
doc"ments bein s"bmitted by clients of the office or aency.
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(2) The responsible officer or employee shall acknowlede receipt of s"ch
application and,or re&"est by writin or printin clearly thereon his,her name! the
"nit where he,she is connected with! and the time and date of receipt.
(3) The recei#in officer or employee shall perform a preliminary assessment of
the re&"est so as to promote a more e$peditio"s action on re&"ests! and shall
determine thro"h a c"rsory e#al"ation the s"fficiency! of s"bmitted
re&"irements for a re&"est or application! takin into consideration the
determined response time for the transaction.
(;) All applications and,or re&"ests in frontline ser#ices shall be acted "pon
within the period prescribed "nder the *iti/enFs *harter! which in no case shall
be loner than fi#e (<) workin days in the case of simple transactions and ten
(20) workin days in the case of comple$ transactions from the time the re&"est
or application was recei#ed.
(<) 4ependin on the nat"re of the frontline ser#ices re&"ested or the mandate of
the office or aency "nder "n"s"al circ"mstances! the ma$im"m time prescribed
abo#e may be e$tended. +or the e$tension d"e to the nat"re of frontline ser#ices!
the period for the deli#ery of frontline ser#ices shall be indicated in the *iti/enFs
*harter! which shall not be more than fi#e (<) workin days for simple
transactions! and not more than ten (20) workin days for comple$ transactions.
The office or aency concerned shall notify the re&"estin party in writin of the
reason for the e$tension and the final date of release of the frontline ser#ice,s
re&"ired. In case the applicant disarees! he,she may resort to the rie#ance or
complaint mechanisms prescribed in the *iti/enFs *harter.
(=) 5o application or re&"est shall be ret"rned to the client witho"t appropriate
action. In case an application or re&"est is disappro#ed the officer or employee
who rendered the decision shall send a formal notice to the client within fi#e (<)
workin days from the receipt of the re&"est and,or application! statin therein
the reason for the disappro#al incl"din a list of specific re&"irement,s which the
client failed to s"bmit.
Any denial of re&"est for access to o#ernment ser#ice shall be f"lly e$plained in
writin! statin the name of the person makin the denial and the ro"nds "pon
which s"ch denial is based. Any denial of re&"est is deemed to ha#e been made
with the permission or clearance from the hihest a"thority ha#in %"risdiction
o#er the o#ernment office or aency concerned.
(7) This Section shall also apply to o#ernment offices or aencies which allow
comp"ter-based access to frontline ser#ices.
SECTION *. =or@!', S%h#/0"#. H 9eads of offices and aencies which render frontline
ser#ices shall adopt appropriate workin sched"les to ens"re that all clients who are
within their premises prior to the end of official workin ho"rs are attended to and ser#ed
e#en d"rin l"nch break and after re"lar workin ho"rs. -ffices and aencies may
consider pro#idin frontline ser#ices as early as se#en (7) in the mornin "ntil as late as
se#en (7) in the e#enin to ade&"ately attend to clients. The frontline ser#ices m"st at all
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times be complemented with ade&"ate staff by adoptin mechanisms s"ch as rotation
system amon office personnel! slidin fle$i-time! relie#er system
especially in peak times of the transaction! or pro#idin skeletal personnel d"rin l"nch
and snack time.
To ens"re the "ninterr"pted deli#ery of frontline ser#ices! the heads of offices and
aencies shall adopt the appropriate mechanisms within si$ (=) months from the
effecti#ity of these r"les.
SECTION 4. I/#'!(!%&!o' C&r/. H All officers or employees transactin with the p"blic
shall be pro#ided with an official identification card which sho"ld be worn d"rin office
ho"rs. The information on the identification card sho"ld be easy to read! s"ch that the
officials and employees concerned can be identified by the clients. +or certain aencies
where an identification card is not pro#ided! the officers and employees m"st wear
nameplates or other means of identification.
SECTION 5. P05"!% A..!.&'%# D#.@. H .ach office or aency shall establish a p"blic
assistance,complaints desk in all their offices! where an officer or employee
knowledeable on frontline ser#ices shall at all times be a#ailable for cons"ltation and
ad#ice. The desk shall be attended to e#en d"rin breaktime.
The office or aency shall instit"te hotline n"mbers! short messae ser#ice! information
comm"nication technoloy! or other mechanisms by which the clients may ade&"ately
e$press their complaints! comments or s"estions. It may also instit"te one-stop shops
or walk-in ser#ice co"nters. Special lanes may be established for prenant women!
senior citi/ens! and persons with disabilities.
SECTION 1. A0o-&!% E6#'.!o' o( L!%#'.#., P#r-!., &'/ A0hor!!#.. H If a
o#ernment office or aency fails to act on an application and,or re&"est for renewal of a
license! permit or a"thority s"b%ect for renewal within the prescribed period! said permit!
license or a"thority shall a"tomatically be e$tended "ntil a decision or resol"tion is
rendered on the application for renewal. In this instance! the applicant shall be informed
prior to the e$piration of the oriinal period that more time is re&"ired to e#al"ate the
application or re&"est. 5o a"tomatic e$tension or renewal shall apply to an e$pired
permit! license! or a"thority. 5o a"tomatic e$tension or renewal shall also apply when
the permit! license or a"thority co#ers acti#ities which pose daner to p"blic health!
p"blic safety! p"blic morals or to p"blic policy incl"din! b"t not limited to! nat"ral
reso"rce e$traction acti#ities.
RULE VII. REPORT CARD SURVEY
SECTION 1. The *i#il Ser#ice *ommission! in coordination with the 4e#elopment
Academy of the :hilippines! shall cond"ct a s"r#ey to obtain feedback on e$istence and
effecti#eness of! as well as compliance with the *iti/enFs *harter! and how the office or
aency is performin insofar as frontline ser#ices are concerned. The s"r#ey shall also
be "sed to obtain information and,or estimates of hidden costs inc"rred by clients to
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access frontline ser#ices which may incl"de! b"t is not limited to! bribes and payment to
fi$ers. The *i#il Ser#ice *ommission may tap other o#ernment aencies! ed"cational
instit"tions s"ch as Association of Schools of :"blic Administration! non-o#ernment
orani/ations! or other concerned indi#id"als or ro"ps and may "tili/e e$istin
o#ernment prorams! and s"pport systems. The e#al"ation tool may be linked with the
proram of the *i#il Ser#ice *ommission to'
(2) pro#ide critical e#al"ation of the office or aency! and its personnel1
(2) check clients satisfaction! operational efficiency and areas #"lnerable to
corr"ption1
(3) hihliht best practices1
(;) pro#ide incenti#es for e$cellent ser#ice deli#ery1 and
(<) i#e recommendations for impro#ement in problem areas and inefficiencies in
frontline ser#ices. The *i#il Ser#ice *ommission shall p"blici/e the res"lts in
an ann"al report card s"r#ey and f"rnish the o#ernment aency concerned
the res"lt of the s"r#ey assessment! e#al"ation and,or obser#ations. S"ch
assessment! e#al"ation and,or obser#ations shall also be incorporated in the
aencyFs ann"al report and shall be considered in the impro#ement! re#ision!
modification! enhancement! or amendment of its *iti/enFs *harter and,or
frontline ser#ices.
The Report *ard S"r#ey may incl"de the followin' (2) the ser#ice pro#ider H personal
disposition of the employee pro#idin the ser#ice so"ht of1 (2) the &"ality of ser#ice H
how the ser#ice was pro#ided to the client1 and (3) the physical workin condition H how
the physical set"p,lay-o"t of the office affects the performance! efficiency! and
accessibility of the ser#ice pro#ided.
RULE VIII. DISCIPLINARY ACTION
SECTION 1. After compliance with the s"bstanti#e and proced"ral d"e process! the
followin shall constit"te #iolations of the Act and its R"les toether with their
correspondin penalties.
(a) 7iht -ffense H
(2) Ref"sal to accept application and,or re&"est within the
prescribed period or any doc"ment bein s"bmitted by a client1
(2) +ail"re to act on an application and,or re&"est or fail"re to refer back
to the client a re&"est which cannot be acted "pon d"e to lack of
re&"irement,s within the prescribed period1
(3) +ail"re to attend to clients who are within the premises of the office or
aency concerned prior to the end of official workin ho"rs and d"rin
l"nch break1
(;) +ail"re to render frontline ser#ices within the prescribed period on an
application and,or re&"est witho"t d"e ca"se1
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(<) +ail"re to i#e the client a written notice on the disappro#al of an
application or re&"est1 and
(=) Imposition of additional irrele#ant re&"irements other than those listed
in the first notice "nder R"le >I! Section 2 (=).
The term Cprescribed periodD shall refer to the period specified "nder the *iti/enFs
*harter! or in the absence thereof! the period pro#ided for "nder R"le >I! Section
2 (;) hereof. :enalties for liht offenses shall be as follows'
+irst -ffense H Thirty (30) days s"spension witho"t pay and mandatory
attendance in >al"es -rientation :roram1
The *i#il Ser#ice *ommission and the -ffice of the -mb"dsman shall
prom"late a >al"es -rientation :roram which shall incl"de anti-red tape and
anti-fi$in workshops s"itable for this p"rpose.
Second -ffense H Three months s"spension witho"t pay1 and
Third -ffense H 4ismissal and perpet"al dis&"alification from p"blic
ser#ice. (b) 6ra#e -ffense H +i$in and,or coll"sion with fi$ers in
consideration of economic and,or other ain or ad#antae.
:enalty H 4ismissal and perpet"al dis&"alification from p"blic ser#ice.
SECTION $. The findin of administrati#e liability "nder the Act and its R"les shall not
be a bar to the filin or criminal! ci#il or other related chares "nder e$istin laws arisin
from the same act or omission as herein en"merated.
SECTION *. Cr!-!'&" L!&5!"!) (or F!6#r.. H +i$ers shall s"ffer the penalty of
imprisonment not e$ceedin si$ years or a fine of not less than Twenty tho"sand pesos
(:20!000.00) b"t not more than Two h"ndred tho"sand pesos (:200!000.00) or both fine
and imprisonment at the discretion of the co"rt.
SECTION 4. A/-!'!.r&!+# 90r!./!%!o' &'/ Pro%#/0r#. H The *i#il Ser#ice
*ommission (*S*) and the -ffice of the -mb"dsman shall ha#e administrati#e
%"risdiction o#er nonpresidential appointees! while the -ffice of the -mb"dsman and the
:residential Anti-6raft *ommission (:A6*) shall ha#e administrati#e %"risdiction o#er
presidential appointees. Their respecti#e proced"res as determined by appropriate laws!
r"les and iss"ances shall be obser#ed reardin any #iolation of the pro#isions of these
R"les.
RULE IA. IMMUNITY
SECTION 1. Any p"blic official or employee or any person ha#in been chared with
another "nder the Act and who #ol"ntarily i#es information pertainin to an
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in#estiation or who willinly testifies therefor! shall be e$empt from prosec"tion in the
case,s where his,her information and testimony are i#en.
SECTION $. The dischare of co-respondent,acc"sed to be a witness may be ranted
and directed by the in#estiatin body or co"rt "pon the application or petition of any of
the respondent,acc"sed-informant and before the termination of the in#estiation'
:ro#ided! That'
(a) There is absol"te necessity for the testimony of the respondent,acc"sed-
informant whose dischare is re&"ested1
(b) There is no other direct e#idence a#ailable for the proper prosec"tion of the
offense committed! e$cept the testimony of said respondent,acc"sed-informant1
(c) The testimony of said respondent,acc"sed-informant can be s"bstantially
corroborated in its material points1
(d) The respondent,acc"sed-informant has not been pre#io"sly con#icted of a
crime in#ol#in moral t"rpit"de1 and
(e) Said respondent,acc"sed-informant does not appear to be the most "ilty.
.#idence add"ced in s"pport of the dischare shall a"tomatically form part of the
records of the in#estiation. Sho"ld the in#estiatin body or co"rt deny the
motion or re&"est for dischare as a witness! his,her sworn statement shall be
inadmissible as e#idence.
SECTION *. If the respondent-informant ranted imm"nity fails or ref"ses to testify or to
contin"e to testify! or testifies falsely or e#asi#ely! or #iolates any condition
accompanyin s"ch imm"nity witho"t %"st ca"se! as determined by the office or aency
concerned! his,her imm"nity shall be cancelled and he,she shall be prosec"ted
criminally and,or administrati#ely.
RULE A. FINAL PROVISIONS
SECTION 1. The acti#ities embodied in these R"les shall be chared to the office or
aencyFs re"lar b"det.
SECTION $. An o#ersiht committee composed of the *i#il Ser#ice *ommission! as
head! and the -ffice of the -mb"dsman! the :residential Anti-6raft *ommission! and
the 4e#elopment Academy of the :hilippines! as members! shall ens"re the immediate!
swift and effecti#e implementation of the Act and its R"les.
SECTION *. These R"les may be amended or modified as necessary.
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SECTION 4. If any pro#ision of these R"les shall be declared in#alid or "nconstit"tional!
s"ch declaration shall not affect the #alidity of the remainin pro#isions.
SECTION 5. These R"les shall take effect fifteen (2<) days followin its p"blication in a
newspaper of eneral circ"lation.
I"e/on *ity! B"ly 2; 200A.
(>A*A5T)
*hairman
(S64.) (S64.)
CESAR D. BUENAFLOR MARY ANN >. FERNANDE>;MENDO>A
Actin *hair *ommissioner
Attested by'
(S64.)
DOLORES B. BONIFACIO
4irector I>
*ommission Secretariat and 7iaison -ffice
aabasa9/9/08
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