2 TESDA Citizens Charter Updated 05-19-17

Table of Contents
VISION, MISSION, AND VALUE STATEMENT................................................................................................................................................................................ 2

PERFORMANCE PLEDGE .............................................................................................................................................................................................................. 3
COMPLAINTS AND FEEDBACK MECHANISM ............................................................................................................................................................................... 4
LIST OF TESDA FRONTLINE SERVICES ....................................................................................................................................................................................... 5
CENTRAL OFFICE FRONTLINE SERVICES................................................................................................................................................................................. 10
Customer Inquiry and Feedback ................................................................................................................................................................................................ 11
Public Assistance Counter ...................................................................................................................................................................................................... 12
Calls........................................................................................................................................................................................................................................ 15
Electronic Mails (e-mails) and Short Messaging System (SMS) ............................................................................................................................................. 17
COMPLAINTS HANDLING ........................................................................................................................................................................................................ 19
Public Assistance Counter (PAC) ........................................................................................................................................................................................... 19
Calls, SMS, Emails ................................................................................................................................................................................................................. 23
NATIONAL LANGUAGE SKILLS INSTITUTE (NLSI) ................................................................................................................................................................. 26
Training Application/Enrolment Procedures ............................................................................................................................................................................ 26
Procedures for Releasing of Training Certificates................................................................................................................................................................... 29
NATIONAL TVET TRAINERS ACADEMY (NTTA) ..................................................................................................................................................................... 30
Application for Trainers Training Program .............................................................................................................................................................................. 30
Dormitory Accommodation ..................................................................................................................................................................................................... 35
Rental of NTTA Facilities ........................................................................................................................................................................................................ 38
ADMINISTRATION OF FOREIGN SCHOLARSHIP TRAINING PROGRAM (FSTP) ................................................................................................................. 41
Handling Inquiries/Customer Service (Through e-mail/phone/face to face) ............................................................................................................................ 41
Sending Out of Invitation Letter .............................................................................................................................................................................................. 43
Evaluation of Nomination and Documentary Requirements.................................................................................................................................................... 45
Nominee Assessment and Interview....................................................................................................................................................................................... 47
Nominee Endorsement ........................................................................................................................................................................................................... 49
Nominee Acceptance and Regret ........................................................................................................................................................................................... 51
Report Submission ................................................................................................................................................................................................................. 53
REGIONAL / PROVINCIAL / DISTRICT OFFICES AND TESDA TRAINING INSTITUTIONS FRONTLINE SERVICES ............................................................... 54
TESDA WOMEN’S CENTER (TWC) .......................................................................................................................................................................................... 55
Application for Training ........................................................................................................................................................................................................... 55
Releasing of Certificate of Training ......................................................................................................................................................................................... 61
TESDA Women’s Center Rental Facilities .............................................................................................................................................................................. 63
Application for Accreditation as Competency Assessors ............................................................................................................................................................ 70
Application for Accreditation as Assessment Center .................................................................................................................................................................. 72
Issuance of National Certificate (NC)/Certificate of Competency (COC) .................................................................................................................................... 75
Procedures and Issuance of Order of Payment (COC, CAV and Others) .................................................................................................................................. 77
Issuance of Certification, Authentication and Verification (CAV) ................................................................................................................................................ 81
Filing Request and Release for Special Order (SO) ................................................................................................................................................................... 83
Program Registration Under the Unified TVET Program Registration and Accreditation System (UTPRAS) ............................................................................. 85
REGIONAL/PROVINCIAL TRAINING CENTER/SCHOOL ........................................................................................................................................................ 89
Registration/Enrollment Procedure ......................................................................................................................................................................................... 92
AVAILMENT OF SCHOLARSHIP PROGRAMS (Walk-in External Customers) ......................................................................................................................... 96
ANNEXES .................................................................................................................................................................................................................................... 100
1
VISION, MISSION, AND VALUE STATEMENT
VISION
The transformational leader in the technical education and skills development of the Filipino workforce.
MISSION
TESDA sets direction, promulgates relevant standards, and implements programs geared towards a quality-assured and inclusive technical education and skills
development and certification system.
VALUES STATEMENT
We believe in demonstrated competence, institutional integrity, personal commitment, culture of innovativeness, and a deep sense of nationalism.
2
PERFORMANCE PLEDGE
We, the officials and employees of the Technical Education and Skills Development Authority (TESDA), voluntarily, and out of a sense of duty, do hereby make
the following manifestations:
That, good governance is essential for sustainable economic and social development;
That, good governance translates to the delivery of public services in a responsive, accountable and transparent manner by a public organization;
That, the TESDA philosophy, methods, procedures and standards in delivering its frontline services are contained in the TESDA Citizen’s Charter, which we
have read and essentially understood.
That, in view hereof, we hereby commit to do the following:
To know and abide by TESDA’s service standards in performing the duties and responsibilities of my/our appointive /designated position/s, wherever possible;
To seek continual improvement of the service process/es of our service area;
To account for the Citizen’s satisfaction/dissatisfaction in the TESD products and services for which our work group is responsible; and
Through example, encourage others to be guided by and adhere to the service standards spelled out in the TESDA Citizen’s Charter.
Done, this day of in .
Signed:
Officials and Employees
3
COMPLAINTS AND FEEDBACK MECHANISM
Please let us know how we have served you by doing any of the following:
Accomplish our Feedback Form available in the offices and put in the drop box at the Public Assistance Counter
Send your feedback/complaints through e-mail (contactcenter@tesda.gov.ph) or text us at 0917-4794370
You can contact us also through our Hotline (+632) 887-7777
Talk to our Customer Service Officer
If you are not satisfied with our service, your written/verbal complaints shall immediately be attended to by our Customer Service Officer at the Public Assistance
Counter.
THANK YOU for helping us continuously improve our services.
4
LIST OF TESDA FRONTLINE SERVICES
Processing Time
Type of Frontline Service Fees* Forms** (Under normal circumstances Form
per transaction)
ACCREDITATION
Application for Accreditation as TESDA-OP-CO-04-F14 5 days Application Form for

Competency Assessor Accreditation
TESDA-OP-CO-04-F15
TESDA-OP-CO-04-F16
TESDA-OP-CO-04-F18
TESDA-OP-CO-04-F19
TESDA-OP-CO-04-F21
TESDA-OP-CO-04-F22
Application for Accreditation as TESDA-OP-CO-03-F01 10 days Accreditation Certificate

Assessment Center
TESDA-OP-CO-05-F02 Affidavit of Undertaking
TESDA-OP-CO-03-F03
TESDA-OP-CO-03-F04
TESDA-OP-CO-03-F05
TESDA-OP-CO-05-F08
TESDA-OP-CO-03-F07
TESDA-OP-CO-03-F011
5
Processing Time
per transaction)
ASSESSMENT
Issuance of National Certificate(NC)/ Php 50.00 TESDA-OP-CO-05-F08 40 minutes

Certificate of Competency (COC)
TESDA-OP-CO-05-
F39/F40
TESDA-OP-CO-05-F42
CERTIFICATION
Issuance of Php 30.00 CAV Form 1 8.5 days Application Form

Certification/Authentication/
Verification (CAV) of Scholastic
Record
Filing Request and Release for SO Form 1 3 days

Special Order (SO)
TRAINING
Availment of Training at the Language Skills Institute (LSI)
Training Application/Enrolment 76 minutes Client Log Sheet

Procedure
Applicants’ Registration
Interview Sheet
Proficiency Test Paper Result

for English only
6
Processing Time
per transaction)
Trainee’s Profile Form
Releasing of Training Certificates 8 minutes Log sheet
Official List of Graduates
Availment of Training at the TESDA Women Center (TWC)
Application for Training TMU-IRO Form 01 3 hours and 48 minutes Training Application Monitoring
Form
TMU-IRO Form 02
Preliminary Interview Sheet
TMU-IRO Form 03
Qualifying Exam Result
TMU-IRO Form 04
Trainer Interview Slip
TMU-IRO Form 05
Applicant’s Information Form
Registration/Enrollment Procedures 12 minutes Enrollment Form
Releasing of Certificate of Training 8 minutes Request Form
Application for Trainer’s Training 25 minutes (from TTIs) NTTA Training Calendar
(Trainer’s Methodology, Skills
16 hours and 25 minutes (from Program
Upgrading Program) at the National
public and private TVET
TVET Trainers Academy (NTTA) Nomination/ Endorsement Form
institutions, industry
groups/associations and other
government agencies)
7
Processing Time
per transaction)
Availment of Training in a Regional/Provincial Training Center
Application for Training 2 hours 36 minutes Application Form
Registration/Enrollment Procedures 37 minutes Enrollment Form
Assessment Form
Releasing of Certificate of Training 3 hours 10 minutes Request Form
Administration of Foreign Scholarship Training Program (FSTP)
Handling Inquiries/Providing 15-20 minutes Feedback Form 1

Information (through e-
mail/Phone/Face-to-Face)
Receiving and Sending-out Invitation 52 minutes Invitation Letter

Letter
Evaluation of Nomination and IAS Form 46 minutes Checklist of Documentary

Documentary Requirements Requirements
Nominee Assessment and Interview 6 hours to 7 hours and 36 minutes Nominee Assessment Form
and 10 seconds
Interview Assessment Form
Notice of Interview
Feedback Form
Certificate of Appearance
8
Processing Time
per transaction)
Nominee Endorsement 4 hours and 21 minutes FSTP Staff Note
Application Form
Nominee Acceptance and Regret 17 minutes FSTP Staff Note
Report Submission 2 hours
REGISTRATION
Program Registration – Unified TVET P 2,000.00 TESDA-SOP-CO-01- 21 working days

Program, Registration and F02
Accreditation System (UTPRAS)
TESDA-SOP-CO-01-
F19
TESDA-SOP-CO-01-
F20 or
TESDA-SOP-CO-01-
F23
CUSTOMER INQUIRY AND FEEDBACK
Public Assistance Counter TESDA-OP-AS-03-F01 2 hours (PAC, Face-to-Face) Customer Inquiry and Feedback
Form
5 working days (Emails and SMS)
*Fees are subject to change
**Forms are available FREE OF CHARGE

9
CENTRAL OFFICE FRONTLINE SERVICES
Customer Inquiry and Feedback ........................................................................................................................................................................................................................ 11
Public Assistance Counter ............................................................................................................................................................................................................................. 12

Calls ............................................................................................................................................................................................................................................................... 15
Electronic Mails (e-mails) and Short Messaging System (SMS) .................................................................................................................................................................... 17
COMPLAINTS HANDLING ................................................................................................................................................................................................................................ 19
Public Assistance Counter (PAC) ................................................................................................................................................................................................................... 19

Calls, SMS, Emails ......................................................................................................................................................................................................................................... 23
NATIONAL LANGUAGE SKILLS INSTITUTE (NLSI) ........................................................................................................................................................................................ 26
Training Application/Enrolment Procedures ................................................................................................................................................................................................... 26

Procedures for Releasing of Training Certificates .......................................................................................................................................................................................... 29
NATIONAL TVET TRAINERS ACADEMY (NTTA) ............................................................................................................................................................................................. 30
Application for Trainers Training Program ...................................................................................................................................................................................................... 30

Dormitory Accommodation ............................................................................................................................................................................................................................. 35
Rental of NTTA Facilities................................................................................................................................................................................................................................ 38
ADMINISTRATION OF FOREIGN SCHOLARSHIP TRAINING PROGRAM (FSTP)......................................................................................................................................... 41
Handling Inquiries/Customer Service (Through e-mail/phone/face to face) ................................................................................................................................................... 41

Sending Out of Invitation Letter ...................................................................................................................................................................................................................... 43
Evaluation of Nomination and Documentary Requirements ........................................................................................................................................................................... 45
Nominee Assessment and Interview .............................................................................................................................................................................................................. 47
Nominee Endorsement................................................................................................................................................................................................................................... 49
Nominee Acceptance and Regret .................................................................................................................................................................................................................. 51
Report Submission ......................................................................................................................................................................................................................................... 53
10
Customer Inquiry and Feedback
(Through the Public Assistance Counter, Face-to-Face, Calls, Emails, SMS)
Schedule of availability of service:
Monday to Friday
7:30am to 6:30pm without noon break (PAC)*
8:00am to 5:00pm for Call Center*, emails** and SMS**
*Except holidays and work suspensions.
**Queries/requests lodged beyond 5:00pm, on weekends, holidays and work suspension, action shall be provided within the succeeding work day.
Who may avail of the service?
General Public
All agencies (GOs/NGOs/Private Firms/Persons)
Requirements:
None
Duration:
2 hours (PAC, Face-to-Face)
Emails and SMS are replied within five (5) working days upon receipt
11
How to avail of the service?
Public Assistance Counter

Step Applicant/Client Service Provider Duration of Activity Person-in-Charge Fees Form
(under normal
circumstances)
1 Customer visits Customer Service Officer (CSO) 2 minutes CSO - Customer Inquiry and
TESDA Office receives and requests customer to fill Feedback Form
out Customer Inquiry and Feedback (TESDA-OP-AS-03-
Form F01)
2 CSO interviews and assesses 5 minutes CSO - Customer Inquiry and

Customer needs based on information Feedback Form
provided on Customer Inquiry and (TESDA-OP-AS-03-
Feedback Form F01)
3 CSO provides information on inquiry 5 minutes CSO -
If Customer inquiry requires service/s 2 minutes CSO - Customer Inquiry and

of Program Focal/s, CSO refers Feedback Form
customer/s to Concerned Office/Focal (TESDA-OP-AS-03-
Person. F01)
CSO writes the name of the Focal 1 minute CSO

Person to be visited by the Customer
on the Customer Inquiry Feedback
Form.
12
(under normal
circumstances)
CSO returns the filled-out Customer 1 minute CSO

Inquiry and Feedback Form to the
Customer to be presented to the
Concerned Office/Focal Person for
action.
CSO advises Customer to return to 1 minute CSO

the Customer Inquiry and Feedback
Form to CSO after completing his/her
transaction/s.
4 CSO advises the Concerned 2 minutes CSO -

Office/Focal Person regarding the
referred Customer and his/her inquiry.
5 Concerned Office/Focal Person 10 minutes Focal Person of the - Customer Feedback

provides Customer need/s and Concerned Office Form (TESDA-OP-
service/s. AS-03-F01)
Concerned Office/Focal Person Focal Person of the

indicates action taken on the inquiry Concerned Office
reflected on the Customer Inquiry and
Feedback Form.
Concerned Office/Focal Person 2 minutes Focal Person of the

advises the Customer to return the Concerned Office
Customer Inquiry and Feedback Form
13
(under normal
circumstances)
to CSO.
6 Customer return/s to CSO retrieves Customer Inquiry and 2 minutes CSO - Customer Feedback
the CSO Feedback Form from Customer/s and Form (TESDA-OP-
ensures that the Customer Inquiry and AS-03-F01)
Feedback Form is signed by the
Customer with the corresponding
rating for the service/action provided
on his complaint by the CSO and
Concerned Office/person.
7 CSO records inquiry using Face to 2 minutes CSO - Monitoring Report of

face Customer Feedback Customer Feedback
Logbook/Log sheet Form Form Results
(TESDA-OP-AS-03-
F02)
8 CSO files Customer Inquiry and 2 minutes CSO

Feedback Form
END OF TRANSACTION
14
Calls
(under normal
circumstances)
1 Customer calls the CSO receives telephone picks up the 2 minutes CSO
TESDA Hotline call within two (2) rings
number
2 CSO logs Caller’s name, location, 2 minutes CSO Central Office CCU
inquiry/complaints in the CCU Client Client Log Form
Log Form. Call transactions are (TESDA-OP-AS-03-
recorded for quality assurance. F03)
Regional/Provincial
Office Customer
Logsheet for
Telephone, SMS,
Mails (TESDA-OP-
AS-03-F05)
3 CSO provides the information to 2 minutes CSO

Callers inquiries.
If Callers inquiry/complaint/s requires 2 minutes

the action of Concerned Office/Focal
Person/s, CSO refers Callers to
proper TESDA Office.
15
4 Concerned Office/Focal Person 10 minutes Focal Person of the -
provides Callers information on Concerned Office
inquiry.
Concerned Office/Focal Person logs

Customer/s inquiry/Complaint/s and
action taken on referrals by the CSO.
5 Concerned Office/Focal Person 21st day of the Focal Person of the -

submits report on actions taken on succeeding month Concerned Office
referrals/ inquiries/complaints to the
Head of the CRMS.
6 CSO consolidates reports on action Sixth day of the CSO -

taken for monitoring succeeding month
END OF TRANSACTION
16
Electronic Mails (e-mails) and Short Messaging System (SMS)
(under normal
circumstances)
1 Customer sends CSO accesses email account and 1 minute CSO

emails or SMS to TESDA Online SMS facility from
TESDA email account Monday to Friday, from 8:00am-
and SMS number 5:00pm.
2 CSO replies to emails and SMS 3 minutes CSO

messages
3 CSO provides the information on 2 minutes CSO

inquiries.
If email and SMS inquiry requires the 2 minutes

action of Concerned Office/Focal
Person/s, CSO forwards emails/SMS
to proper TESDA Office.
4 CSO logs inquiries/complaints 2 minutes CSO Monitoring of

received through emails and SMS in Complaints Received
the CCU email and SMS log forms. (TESDA-OP-AS-03-
F04)
5 Concerned Office/Focal Person 10 minutes Focal Person of the -

provides replies to emails/SMS Concerned Office
inquiry/complaint.
Concerned Office/Focal Person logs

17
Customer/s inquiry/Complaint/s and
action taken on referrals by the CSO
6 Concerned Office/Focal Person 21st day of the Focal Person of the - Monitoring of
reports Callers actions taken on succeeding month Concerned Office Complaints Received
referrals/ inquiries/complaints to the (TESDA-OP-AS-03-
Head of the CRMS. F04)
END OF TRANSACTION
18
COMPLAINTS HANDLING
Public Assistance Counter (PAC)
(under normal
circumstances)
1 If Customer wishes to CSO requests the Customer to write 5 minutes CSO - Complaint Report
give a suggestion/file a his/her Complaint in the Complaint Form (TESDA-OP-
complaint Report Form. AS-03-F10)
For Feedback, Customer/s is/are Request/Feedback

requested to write his/her Feedback in Form (TESDA-SOP-
the Request/Feedback Form. CSC-03-F08)
2 CSO reads and assesses the nature Simple Transaction – CSO - Transmittal of
of the complaint. 5 Working Days Documents, Reports,
and Electronic Mails
Complaints about TESDA personnel Complex Transaction
(emails) (TESDA-OP-
are endorsed to the Administrative – 10 Working Days per
AS-03-F09)
Complaints Committee (ACC). Process
Complaints about Specific TESDA Complaints – 17

Programs are endorsed to Concerned Working Days
Office (Executive/Regional/Provincial
Office).
3 For other Feedback, the CSO 5 minutes CSO -

forwards the Form to the Concerned
office/person for immediate and
appropriate action.
19
(under normal
circumstances)
CSO requests clients to wait at the

Customer’s waiting area as his/her
feedback is elevated to Concerned
Office/person for immediate and
appropriate action.
4 For complaint/s, Concerned 2 minutes Focal Person of the - Complaint Report

Office/Focal Person acknowledges the Concerned Office Form (TESDA-OP-
forwarded complaint/s. AS-03-F10)
The Concerned Office/Focal Person Request/Feedback

assesses and reviews the details of Form (TESDA-OP-
complaint/s. AS-03-F08)
5 Concerned Office requests for a 20 minutes Focal Person of the -

meeting with the complainant/sends a Concerned Office
communication regarding his/her
complaint.
Concerned office/Focal Person

resolves the forwarded Customer
complaint/s.
6 Customer receives Concerned Office/Person provides 5 minutes Focal Person of the -

feedback on actions CSO information on the action taken Concerned Office
taken by Concerned on the complaint forwarded by CSO.
Office/Person
20
(under normal
circumstances)
7 CSO interviews Customer to gather 3 minutes CSO - Customer Feedback

feedback/reaction on the action taken Form (TESDA-OP-
on his complaint. AS-03-F01)
8 If Customer is not CSO informs the Concerned 5 minutes CSO - Customer Feedback
satisfied with the action Office/Focal Person about the Form (TESDA-OP-
taken Customer reaction/s and re-sends AS-03-F01)
Customer Inquiry and Feedback Form.
9 Concerned office/Focal Person refers 3 minutes Focal Person of the

issue to Executive Director Concerned Concerned Office
10 Concerned person/office prepares 10 minutes Focal Person of the

Complete Staff Work (CSW) Concerned Office
11 Executive Director Concerned reviews 20 minutes Representative

the background of complaint and other from Top
documents Management
12 Executive Director Concerned 15 minutes Representative

provides appropriate/necessary action from Top
on complaint Management
If Executive Director Concerned is not 15 minutes Focal Person of the

available at the time of the complaint, Concerned Office
the Concerned person/office informs
the CSO.
21
(under normal
circumstances)
13 CSO informs the Customer that 5 minutes CSO -

he/she will be informed appropriately
on the status of his/her complaint
through letter.
14 Customer receives CSO sends the response letter/action 5 minutes CSO - Customer Feedback
feedback on the action taken to the complainant together with Form (TESDA-OP-
taken by the top the Customer Feedback Form through AS-03-F01)
management on the the Records Section.
complaint
15 CSO requests complainant through 5 minutes CSO - Customer Feedback

letter to return the Customer Inquiry Form (TESDA-OP-
and Feedback Form with the AS-03-F01)
corresponding rating for the
service/action provided on his
complaint by the CSO and Concerned
Office/person.
16 Customer returns the CSO files Customer Feedback Form 2 minutes Focal Person of the -
filled-out Customer Concerned Office
Feedback Form
END OF TRANSACTION
22
Calls, SMS, Emails
(under normal
circumstances)
1 Customer calls/sends CSO receives, logs and records 5 minutes CSO - Central Office CCU
email or SMS to report complaint/s received through call. Client Log Form
a complaint (TESDA-OP-AS-03-
CSO prints complaint/s received
F03)
through emails and SMS.
2 CSO provides callers with information 5 minutes CSO

on the action to be taken by CSO to
address his/her complaint/s.
CSO acknowledges the complaint/s

received through email/SMS and
provides information on the action to
be taken by CSO to address his/her
complaint/s.
3 CSO transcribes the recorded 20 minutes CSO Complaint Report

conversation in the Complaint Report Form (TESDA-OP-
Form. AS-03-F10)
4 CSO reads and assesses the nature 5 minutes CSO - Transmittal of

of complaint received through Documents, Reports
email/SMS. and Electronic Mails
(emails) Form
Complaints about to TESDA
(TESDA-OP-AS-03-
personnel are endorsed to the
23
(under normal
circumstances)
Administrative Complaints Committee F09)

(ACC)
Complaints about Specific TESDA

Programs are endorsed to Concerned
Office (Executive/Regional/Provincial
Office)
5 Concerned office/Focal person acts on Simple Transaction – Focal Person of the -

the feedback/complaint within 5 Working Days Concerned Office
prescribed timelines.
Complex Transaction
– 10 Working Days per
Process
Complaints – 17
Working Days
6 CSO logs feedback/complaint/s for 3 minutes CSO

monitoring.
7 Concerned office/Focal person Focal Person of the -

undertakes action/prepares reply letter Concerned Office
on the inquiry/complaint.
8 Concerned office/ Focal person Within five (5) working Focal Person of the -
provides/furnishes CSO a copy of the days upon transmittal Concerned Office
reply letter on the forwarded of the complaint
24
(under normal
circumstances)
feedback/complaint/s.
9 CSO logs the action taken and files 3 minutes CSO -

the copy of the reply letter.
10 CSO informs the Caller of the action 10 minutes CSO -

taken, sends an email and SMS to the
Customer regarding the action taken
on his complaints closure.
11 CSO requests Caller/email/SMS 5 minutes CSO - Customer Feedback

sender through letter to return the Form (TESDA-OP-
Customer Feedback Form with the AS-03-F01)
corresponding rating for the
service/action provided on his
complaint by the CSO and Concerned
Office/person.
12 Customer returns the CSO files Customer Feedback Form 2 minutes Focal Person of the -
filled-out Customer Concerned Office
Feedback Form
END OF TRANSACTION
25
NATIONAL LANGUAGE SKILLS INSTITUTE (NLSI)
Training Application/Enrolment Procedures
Schedule of Filing of Application:
Mondays-Fridays (except holidays) from 8:00 am – 4:00 pm
1. Filipinos, male or female
2. Must be at least 18 years-old
3. Must be at least High School graduate or DEPED - ALS certified;
4. Priorities shall be given to pre-selected/ pre-qualified to work locally or overseas.
What are the trainee’s documentary requirements?
1. Show Original and submit photocopy of ANY of the following:
 College or High School Diploma/ ALS Certification
 Transcript of Records
 Training Certificate from TESDA registered program
 National Certificate or Certificate of Competency issued by TESDA
2. Show Original and submit photocopy of NSO birth certificate/birth certificate
3. Show Original and submit photocopy of NSO marriage certificate for married women only
4. Latest Three (3) pcs. 1”X1” and one (1) pc. 2”X2” ID pictures with white background
26
Duration: 1 hour and 16 minutes
Step Applicant/Client Service Provider Duration of Activity Person in charge Fees Form Used
(under normal
circumstances)
1 Log in at the visitor’s Security Guard asks the person 1 minute Security Guard on None Client Log Sheet
log sheet inquiring to log-in duty
(Reservation by phone
or e-mail is not
allowed);
2 Inquire about the Provides the client with the 10 minutes Information None Flyer
training program information about the language Officer/Security
and/or type of service programs and the requirements Guard on Duty
the applicant wants to
avail
3 Wait for a call or text Admin personnel informs the applicant 5 minutes Registrar/Admin None Applicants’
on the schedule of through text or call for the scheduled Personnel Registration
interview/examination interview/examination. The first 25
applicants or more will be notified,
depending on the target number of
participants for a particular language
course.
27
(under normal
circumstances)
4 Report to LSI to Trainers and Training Supervisor 30 minutes Trainers and None Application and
undergo interview/ conduct face-to-face Training Information form
examination* on the interview/examination* to screen and Supervisor
Interview Sheet
scheduled date evaluate the applicant. Trainer
advises the applicant if he/she passed Proficiency Test
or failed in the screening and asks Paper Result for
those who pass to sign in the English only
enrolment list.
5 Comply with all the Registrar validates the documents 30 minutes Registrar or any None Enrollment List
documentary submitted and issues a stub/reminder Admin Personnel
Schedule of Career
requirements for slip with schedule of career profiling,
Profiling
enrollment and submit orientation and effectivity of training to
to the Registrar the applicant. Reminder slip
Trainee’s Profile
Form
Scholar’s
Undertaking
END OF TRANSACTION
*NOTE: Only applicants for English need to undergo a written test.
28
Procedures for Releasing of Training Certificates
Schedule of releasing of training certificates
Mondays-Fridays (except Holidays) from 8:30 a.m. – 4:30 pm
Who may avail of the service? NLSI graduates
Duration: 8 minutes
(under normal
circumstances)
1 Log in at the visitor’s Security Guard on Duty 1 minute Security Guard on None Log sheet
log sheet duty
2 Proceed to the Registrar checks the name of the 5 minutes Registrar None None
Administration Office/ student in the Official Graduates List
Registrar and show
any valid ID for
identification
3 Fill in required Registrar validates the information 2 minutes Registrar None Official List of
information and affixes and issues the Training Certificate Graduates
signature in the Official
List of Graduates
END OF TRANSACTION
29
NATIONAL TVET TRAINERS ACADEMY (NTTA)
Application for Trainers Training Program
Monday to Friday
8:00 am to 5:00 pm
Regular Clients:
Trainers from TESDA Technology Institutions (TTIs)
Other Clients:
Trainers from Public and Private TVET Institutions, Industry Groups/Associations and other Government Agencies
What are the requirements?
General Requirements
BS Graduate or its equivalent;
Certified in at least National Certificate II of the qualification he/she intends to teach;
2 pieces passport size picture, colored with white background
30
Duration of activity:
Type of Client Thru Phone/Fax Thru Email Face to Face
Trainers from TTIs 25 minutes 25 minutes 25 minutes
Trainers from Public and Private 16 hours and 25 minutes 16 hours and 25 minutes 16 hours and 25 minutes
TVET Institutions, Industry
Groups/Associations and other
Government Agencies
FOR REGULAR CLIENTS: Trainers from TESDA Technology Institutions (TTIs)
Step Applicant/Client Service Provider Duration of Activity Person in Charge Fees Form
(Under Normal
Circumstances)
1 Trainer receives NTTA Training

information on NTTA Calendar, Program
Training Program Nomination/Endorse
Offerings from TESDA ment Form
Regional Office thru
TTI Administrator
2 Trainer fills-out
Program Nomination
Form and requests
endorsement from
respective Regional
31
(Under Normal
Circumstances)
Director thru TTI

Administrator
3 Trainer submits thru NTTA Evaluates Nomination Form; If 15 minutes Program TESDA Order
RO endorsed qualified, includes in TESDA Order for Coordinator/
Nomination Form to the program. Designated Trainer
NTTA thru NITESD
Informs RO, copy furnished, Trainer Administrative Approval/Disapproval
Executive Director
on status of nomination Staff Memo
Face to Face: 5 minutes
Thru Fax: 5 minutes
Thru Email: 5 minutes
4 Trainer receives Sends copy of Program Briefing/ Program Program Briefing

authorization to Learning Materials; Trainer’s Profile Coordinator Materials; Trainers
participate in training Form; Advisory Profile Form; Advisory
thru TESDA Order
Thru Fax: 5 minutes
END OF TRANSACTION
32
FOR OTHER CLIENTS: Trainers from Public and Private TVET Institutions, Industry Groups/Associations and other Government Agencies
(Under Normal
Circumstances)
1 Secures information on Provides information on NTTA Training NTTA Brochure;

NTTA Training Training Program Offerings Supervisor Training Calendar
Program Offerings
Thru Phone: 15 minutes
2 Submits Letter of Prepares comments/training proposal; 16 hours Training Guidelines on

Request for training and Reply Letter Supervisor Evaluation of Training
Proposal; Proforma
Sends Reply Letter (if request is Administrative Letter
approved, submits Training Proposal) Staff
Thru Fax: 5 minutes
3 Evaluates Training If approved, provides Checklist of Administrative Checklist of Training

Proposal; Informs Training Program Requirements; Staff Program
NTTA of decision Requirements
33
Thru Fax: 5 minutes
END OF TRANSACTION
34
Dormitory Accommodation
Monday to Friday
8:00 am to 5:00 pm
Non-TESDAns (outsiders)
TESDAns (COROPOTI)
Where can they file their application?
At the office of the Dormitory Manager, 3rd Floor, NTTA Main Building.
Duly accomplished Reservation Form
Letter of Intent
(Under Normal
Circumstances)
1 Inquires/secures for Provide information 10 minutes Dormitory Non- Reservation Form;

requirements checklist Manager TESDAn Calendar
Room Rates
of requirements
Air-con
Availability of room dates
Room:
35
(Under Normal
Circumstances)
Terms of payment & others Php150.00

/day
Advance payment
Ordinary
Cash basis
Room:
Php75.00
TESDAn
Air-con
Room:
Php100.00
/day
Ordinary
Room:
Php50.00/
day
2 Fills-out Reservation Checks Form if properly filled out 3 minutes Dormitory Reservation Form
Form Manager
3 Submits duly Reserves date requested 5 minutes Dormitory Reservation Form

accomplished Manager
Prepares Billing Statement Billing Statement
Reservation Form
Administrative Form
Officer III
36
(Under Normal
Circumstances)
4 Pays accommodation Issues Official Receipt 5 minutes Collecting Officer Billing Statement
fee Form;
Official Receipt
5 Presents Official Provides Registration Form & Guests 2 minutes Guard-on-Duty Registration Form;
Receipt to the Guard- Book Guests Book
on-Duty (Dorm)
6 Fills-out Registration Verifies completeness of information 5 minutes Guard-on-Duty Registration Form;

Form and Guests Book on Registration Form and Guest Book Guests Book
and returns to Guard
Provides room key
7 Secures clearance Receives room key and inspects room 5 minutes Guard-on-Duty Registration Form
prior to departure; occupied
returns room key
END OF TRANSACTION
37
Rental of NTTA Facilities
Monday to Friday
8:00 am to 5:00 pm
Non-TESDAns (outsiders)
TESDAns (COROPOTI)
At the office of the Administrative Officer III, 2nd Floor, NTTA Main Building.
Duly accomplished Reservation Form
Letter of Intent
38
How to avail of the service? (Ylagan Hall and Session Room)
(Under Normal
Circumstances)
1 Inquires/secures Provides information: 10 minutes Administrative Ylagan Letter of Intent

checklist of Officer Hall:
Room Rates Facilities Reservation
requirements
Day- Form
Availabilities of schedule
Php300.
Terms of Payment 00/hr
Guidelines Night-
Php400.
Provides Facilities
00/hr
Reservation Form
Session
Room:
Php250.
00/hr
Chairs:
Php7.50
/piece
2 Fills-out and submits Secures approval of the NTTA 5 minutes Administrator or Facilities
accomplished Facilities Administrator or Caretaker Caretaker;
Reservation Form
Reservation Form Administrative
Officer
39
(Under Normal
Circumstances)
3 Secures confirmation Informs client of disapproval/approval 3 minutes Director; Facilities

of reservation
Reserves facility (if approved) 5 minutes Administrative Reservation Form
Officer duly signed by the
Prepares and provides client with
Director
Order of Payment
4 Pays to Collecting Issues Official Receipt 5 minutes Collecting Officer Order of Payment
Officer
Official Receipt
5 Presents Official Records the OR number, date and 3 minutes Guard-on-Duty Activity Log Book
Receipt to the Guard- time and facility to be rented in the
on-Duty (Gate 1) activity log book
6 Secures clearance Inspects facilities as to condition 10 minutes Guard-on-Duty Activity Log Book
before departure
END OF TRANSACTION
40
ADMINISTRATION OF FOREIGN SCHOLARSHIP TRAINING PROGRAM (FSTP)
Handling Inquiries/Customer Service (Through e-mail/phone/face to face)
Schedule of Availability of Service:
Monday to Friday
8:00 AM to 5:00 PM without noon break
Officials and Employees of Government Agencies;
Non-Government Organizations (NGOs);
People’s Organizations and interested individual.
Duration: 15-20 minutes
41
Step Client Service Provider Duration of Activity Person-in-Charge Fees Forms

(under normal
circumstances)
1 Applicants or Thru e-mail 10 minutes per inquiry Desk Officers None

interested individual
Receives and prepares reply based on
queries/ inquiries on TESDA and
FSTP concerns
Thru phone (landline or mobile) 5 minutes Desk Officers None
Receives queries/ inquiries on TESDA

and FSTP concerns
Provides feedback
Sends information thru fax and/or

SMS
Face to Face 5 minutes Desk Officer None
Provides necessary information on

programs and services being offered
by TESDA and FSTP
2 Provides feedback Receives and consolidates feedback 10 minutes Desk Officer None Feedback Form No. 1
using the Customer for the improvement of internal
Feedback Form processes
END OF TRANSACTION
42
Sending Out of Invitation Letter
Monday to Friday
Officials and Employees of Government Agencies;
People’s Organizations pre-determined by donor countries/organizations and/or FSTP Unit.
Duration: 52 minutes
43
Step Client/Donor Country Service Provider Duration of Activity Person-in-Charge Fees Forms
(under normal
circumstances)
1 Forwards Letter of Receives and reviews the letter and 10 minutes per Unit Head None Invitation Letter
Invitation together with general information of the program program
notice of program
Identifies the agencies appropriate for 5 minutes per program Unit Head
offering, general
the program (Except those programs
information and/or
where agencies to be invited are pre-
brochure of the
determined by donor country/
program/s
organization)
Prepares the executive summary and 30 minutes per Desk Officer

letters of invitation for dissemination program
Sends out invitation thru LBC and thru 5 minutes Liaison Officer/ Executive Summary
fax Admin Assistant
Invitation Letter
Files a copy of the letter from donor 1 minute per program Desk Officer
country/organization, the general
information and the letters forwarded
to appropriate agencies
2 Updates the status of the program per 1 minute per program Desk Officer Program Status
donor country Report Form
END OF TRANSACTION
44
Evaluation of Nomination and Documentary Requirements
Monday to Friday
Officers and Employees of Government Agencies;
People’s Organizations pre-determined by donor countries/organizations and/or FSTP Unit; and
Nominated by their respective agencies
45
Step Client/ Nominee Service Provider Duration of Activity Person-in-Charge Fees Forms
(under normal
circumstances)
1 Forwards/ submits Receives and reviews all the 10 minutes Desk Officer None Checklist of
documentary documents submitted as to Documentary
requirements as completeness and correctness Requirements
specified in Annex A
Provides feedback regarding the 1 minute IAS Form
documents submitted
Prepares Individual Assessment Form 30 minutes
2 Provides information relative to 5 minutes Desk Officer None

interview schedule
END OF TRANSACTION
46
Nominee Assessment and Interview
Monday to Friday
Nominees who met the qualifications and submitted complete documentary requirements
(under normal
circumstances)
1 Prepares Nominee Assessment 30 minutes per Desk Officer None Nominee Assessment
Summary nominee Form
Prepares Interview Assessment Form 30 minutes per Interview Assessment

nominee Form
Prepares Notice of Meeting for 30 minutes Notice

signature of the NSC Chair
2 Attends Interview Interview Proper 3 to 4 hours NSC Interview Assessment

session Form
Prepares and Finalizes Minutes of the 1 hour Desk Officer Minutes of the
Meeting Meeting
47
(under normal
circumstances)
Informs nominees on what documents 5 minutes Desk Officer

needs to be revised and/or updated
after the interview
Issues Certificate of Appearance 10 seconds per Cert. of Appearance

nominee
3 Files individual nominee folders 1 minute per nominee Desk Officer
END OF TRANSACTION
48
Nominee Endorsement
Monday to Friday
Nominees who met the requirements and passed the interview process
(under normal
circumstances)
1 Prepares endorsement letter and 5 minutes per nominee Desk Officer None FSTP Staff Note
application forms for signature of the
Application Form
Secretary
2 Sorts and packages document of 10 minutes per Desk Officer

nominee for submission/endorsement nominee
to embassy/donor country/
organization
Sends the endorsement letter plus 4 hours Liaison Officer

attachments to embassy/donor
country/organization thru messenger
or courier
49
(under normal
circumstances)
3 Files FSTP copies 1 minute per nominee Desk Officer
4 Follows up status of Provides updates as to the status of 5 minutes

application the application
END OF TRANSACTION
50
Nominee Acceptance and Regret
Monday to Friday
Nominees endorsed by TESDA to embassy/donor country/organization
Step Client/ Donor Service Provider Duration of Activity Person-in-Charge Fees Forms
Country (under normal
circumstances)
1 Sends letter of Receives and prepares letter of 10 minutes per Desk officer FSTP Staff Note
acceptance or regret acceptance for signature of the nominee
Secretary
2 Forwards letter of acceptance or 5 minutes per nominee Liaison Officer

regret to concerned agency and
nominee thru fax and courier.
3 Informs accepted nominees to 1 minute per nominee Desk Officer

coordinate with the embassy/donor
country/organization and DFA for
requirements
51
Step Client/ Donor Service Provider Duration of Activity Person-in-Charge Fees Forms
Country (under normal
circumstances)
4 Files letter to respective folder 1 minute per nominee Desk Officer
END OF TRANSACTION
52
Report Submission
Monday to Friday
Accepted nominees
Step Client/ Scholar Service Provider Duration of Activity Person-in-Charge Fees Forms
(under normal
circumstances)
1 Submits post-training Receives and reviews post-training 1 hour Desk Officer None
report report
2 Study, analyze and files post-training 1 hour Desk Officer

report
END OF TRANSACTION
53
REGIONAL / PROVINCIAL / DISTRICT OFFICES AND TESDA TRAINING INSTITUTIONS
FRONTLINE SERVICES
TESDA WOMEN’S CENTER (TWC) .......................................................................................................................................................................................... 55

TESDA Women’s Center Rental Facilities .............................................................................................................................................................................. 63
Function Rooms ................................................................................................................................................................................................................ 63
TESDA Women’s Center Dormitory................................................................................................................................................................................... 67
Application for Accreditation as Competency Assessors ............................................................................................................................................................ 70
Application for Accreditation as Assessment Center .................................................................................................................................................................. 72
Issuance of National Certificate (NC)/Certificate of Competency (COC) .................................................................................................................................... 75
Procedures and Issuance of Order of Payment (COC, CAV and Others) .................................................................................................................................. 77
Issuance of Certification, Authentication and Verification (CAV) ................................................................................................................................................ 81
Filing Request and Release for Special Order (SO) ................................................................................................................................................................... 83
Program Registration Under the Unified TVET Program Registration and Accreditation System (UTPRAS) ............................................................................. 85
REGIONAL/PROVINCIAL TRAINING CENTER/SCHOOL ........................................................................................................................................................ 89

Registration/Enrollment Procedure ......................................................................................................................................................................................... 92
AVAILMENT OF SCHOLARSHIP PROGRAMS (Walk-in External Customers) ......................................................................................................................... 96
54
TESDA WOMEN’S CENTER (TWC)
Application for Training
Schedule of Application:
Monday - Thursday
8:00 am – 3:00 pm
1. Female, must be at least 15 years old;
2. Must be physically fit;
3. Has no criminal record.
What are the requirements:
1. 2 pcs. 1”x1” colored pictures with white background;
2. Pass the qualifying examination and interview;
3. Undergo the YP4SC (career profiling) in the absence of NCAE; and
4. Pass the Trainer’s interview.
Duration: 3.8 hours
55

(under normal
circumstances)
1 Get a number from the Security guard gives number and 1 minute Security Guard on None Flyer
TWC Guard. flyers to the client. duty
Requests the client to wait until his/her

number is called.
2 Inquire from the Provides the client with the information 5 minutes IRO Officer None TMU-IRO Form 01
Information and on the programs and services and its
Referral Office (IRO) requirements
Officer about the
Issues TMU-IRO Form 1 (Training
training program of
Application Monitoring Form) to the
interest and/or type of
client if interested to apply for training
service you want to
avail. Requests the applicant to wait until
he/she will be called for Qualifying
Exam
3 Take the Qualifying Administers the Qualifying 55 minutes IRO Officer

Examination Examination
Checks the exam 5 minutes IRO Officer None TMU-IRO Form 01
Advises the applicant to wait for the

result
56
(under normal
circumstances)
Signs the TMU-IRO Form 01
4 Get the result of Releases the result of exam 2 minutes IRO Officer None TMU-IRO Form 01
examination and TMU-IRO Form
Advises the applicant who passed the
03
exam without NCAE to take the
Career Profiling
Advises the applicant who failed the

exam to come back for re-take after a
month
Signed the TMU-IRO Form 01
5 Take the Career Administers the Career Profiling 120 minutes IRO Officers
Profiling (YP4SC)
Requests the applicant to wait for the G. Councilor
result
Registrar
6 Get the result of Interprets the result of the Career 15 minutes IRO Officer None TMU-IRO Form 01
Career Profiling Profiling
Releases the result of the Career

Profiling
Signed the TMU-IRO Form 01
7 Accomplish the Checks the application form if 10 minutes IRO Officer None TMU-IRO Form 01,
application for training accomplished completely 02, & 05
57
(under normal
circumstances)
Requests the applicant to wait for the

trainers’ interview
8 Undergo final interview Conducts final interview 10 minutes Concerned None TMU-IRO Form 01,
with the trainer Trainers 02, 03, 04 & 05
Signed the TMU-IRO Form 01 & 04
Requests applicant to return the forms

to IRO Office
9 Get the list of Issues the list of requirements for 5 minutes IRO Officer None TMU-IRO Form 01,
requirements for enrollment to the applicant 02, 03, 04 & 05
enrollment
END OF TRANSACTION
Legend:
TMU-IRO Form 01 (Training Application Monitoring Form) TMU-IRO Form 04 (Trainer Interview Slip)
TMU-IRO Form 02 (Preliminary Interview Sheet) TMU-IRO Form 05 (Applicant’s Information Form)
TMU-IRO Form 03 (Qualifying Exam Result)
58
Registration/Enrollment Procedures
Schedule of Registration:
Monday - Thursday
8:00 am – 12:00 nn
1. Applicants who passed the TWC qualifying examination and trainer’s interview; and
2. Applicants who are ready to submit the documentary requirements for registration.
What are the requirements for submission?
1. Medical certificate (original & photocopy);
2. Police or NBI clearance (original & photocopy);
3. High School/College Diploma or High School Card/TOR or Form 137/138 (photocopy & original);
4. 2 pcs. 2x2 picture with white background; and
5. Birth Certificate (photocopy & original).
59

(under normal
circumstances)
1 Get an Security guard gives 2 copies of 5 minutes Security guard on None MIS 03-01
enrollment/registration Enrollment/registration form to the duty
form from the TWC applicant.
guard on duty and fill it
Requests the applicant to fill up the
up.
form legibly and completely and
proceed to the Registrar’s Office
2 Submit the required Registrar validates the submitted 5 minutes Registrar None
documents for documents
enrollment/registration
together with the filled-
up registration form to
the Registrar
3 Get information on the Registrar advises the applicant to wait 2 minutes Registrar None
date of orientation and for the call when to start the
start of training orientation and training
END OF TRANSACTION
60
Releasing of Certificate of Training
Monday - Friday
8:00 am – 5:00 pm
TWC graduates
Photocopy of National Certificate (NC) or Competency Assessment Results (CARs)
Copy of Trainee’s Exit Form
Duration: 8 minutes

(under normal
circumstances)
1 Go to the Registrar’s Registrar gives request form 2 minutes Registrar None Request Form
Office and request for
Informs the graduate of the
Special Order Number
documentary requirements for the
release of S.O. and Training
Certificate
61
(under normal
circumstances)
2 Fill-in the form with Registrar checks and verifies records 5 minutes Registrar None
attached documentary
Checks authenticity and validity of
requirements and
submitted documents
submit to the Registrar
3 Get claim stub from Registrar informs the graduate the 1 minute Registrar None
the Registrar scheduled date of release of
Certificate of Training
END OF TRANSACTION
62
TESDA Women’s Center Rental Facilities
Function Rooms
Monday – Friday
8:00 am – 5:00 pm
Where can they file their reservation?
TESDA Women’s Center – 2nd Flr. Finance and Administrative Support Services Unit (FASSU)
TESDA COROPOTI;
Private Institutions/Organizations;
Other Government Agencies;
Schools and Universities
Duly accomplished Function Room Reservation Form
63
Step Applicant/Client Service Provider Duration of Activity Person-in- Fees Form

(under normal Charge
circumstances)
1 Inquire for the Focal person provides information on 2 minutes FASSU Focal None TWC Form F13/F14
availability of Function rental fees and other charges, advises Person
rooms client to completely fill-up the TWC
Function Room Reservation Request
Form (F13/F14).
2 Fill in and submit the Focal person checks availability of the 3 minutes FASSU Focal None Reservation Form
Function Room function room upon receipt of the Person
Reservation Form completely filled-up TWC Function
Room Reservation Request Form and
gives feedback to the Requestor if
request is approved or disapproved.
3 Receive the Once request is approved, Focal 5 minutes FASSU Focal None Statement of Account
accomplished person prepares and sends statement Person
Reservation Form of account to the Requestor for
payment.
4 Pay the corresponding Advises Requestor to proceed to 2 minutes FASSU Focal Function Statement of Account
Function Room Rental accounting for payment of rental fees Person Rooms
Order of Payment
Fee at the TWC and other charges. (weekdays
cashier /weekend):
Tandang
Sora –
64
circumstances)
P9000.00/
P9500.00
Gregoria
de Jesus -
P2500.00/
P3000.00
Marcella
Agoncillo
–
P3000.00/
P3500.00
Gabriela
Silang –
P3000.00/
P3500.00
5 Pay the corresponding Accounting staff prepares and gives 2 minutes FASSU Statement Order of Payment
accommodation fee at order of payment to the client and Accounting Staff of
the TWC cashier advised to pay at the TWC Cashier. Account
6 Pay the corresponding Cashier accepts payments and issues 5 minutes TWC Cashier Statement TWC Official Receipt
accommodation fee at official receipt. of
the TWC cashier Account
65
circumstances)
7 Schedule the Once payment is done, Focal person 2 minutes FASSU Focal TWC Official Receipt
requested date schedules reservation request. Person
END OF TRANSACTION
66
TESDA Women’s Center Dormitory
Monday – Friday
8:00 am – 5:00 pm
TESDA Women’s Center Dormitory
TESDAns (COROPOTI)
Walk-in (Non-TESDAns) including trainees
Duly accomplished Reservation and Registration Form

circumstances)
1 Inquire for the Provides client with information on the 2 minutes Dormitory None
availability of rooms availability of rooms Manager
67
circumstances)
2 Fill in and submit the Issues Order of Payment to client 5 minutes Dormitory None Reservation Form
Reservation Form indicating the amount to be paid at the Manager
TWC Cashier.
Order of Payment
For TESDA Group reservation, billing
statement will be sent to the
concerned office by the Dormitory
Manager upon submission of guest
list.
3 Receive the Informs the client to proceed to TWC 2 minutes Dormitory None
accomplished Order of 2nd Floor, Administrative Office for Manager
Payment payment of dormitory fee.
4 Pay the corresponding Issues Official receipt (OR) to the 3 minutes TWC Cashier Regular Official Receipt (OR)
accommodation fee at client Clients:
the TWC cashier
Aircon
Rooms -
P400.00
Non-
Aircon
Room -
P150.00
TWC
trainees
68
circumstances)
/TESDA
employe
es at
discount
ed rate:
Aircon
Room -
P200.00
Non-
Aircon
Room -
P75.00
5 Present the OR to the Records the OR number and the 2 minutes Dormitory None Official Receipt (OR)
Dormitory Manager amount paid and gives Registration Manager
Form to the Client
6 Fill up and submit Designates room assignment 2 minutes Dormitory None Registration Form
Registration Form Manager
7 Check in to his/her Inspects belongings of the clients 2 minutes Security Guard on None
reserved room Duty
Issues room key
END OF TRANSACTION
69
Application for Accreditation as Competency Assessors
Monday-Friday
8:00am – 5:00pm
Trainers-Assessors
Industry experts
Where to file application for accreditation?
TESDA Provincial /District Offices
What are the requirements for accreditation?
Letter of Intent
Accomplished Application Form (with picture, passport size)
Picture, one (1) piece, 2”x2”, white background
Certificate of Employment indicating compliance to the requirements of number of years work/industry experience or teaching experience as specified in the
promulgated Training Regulations
Photocopy of NTTC Level 1 or Photocopy of COC 2 – Conduct Competency Assessment (under TMI)
Certification attested by the Center Manager, Lead Assessor, TESDA Representative that the applicant has assisted in the assessment to at least ten (10)
candidates under the supervision of the Lead assessor
For reaccreditation, Certificate of Attendance on Assessment Moderation/Calibration
70
For reaccreditation, Results of Performance Evaluation and Report on Assessment Proceedings
Duration: 5 days
Provincial/District Offices
Step Applicant/Client Service Provider Duration of Activity Person In-Charge Fees Form
(Under Normal
Circumstances)
1 Inquires on Provides information on the Assessment focal TESDA-OP-CO-04-

accreditation accreditation process staff F14
process/orientation
Conducts orientation Provincial Director TESDA-OP-CO-04-
or Authorized F15
Provides Checklist of Requirements
Representative
TESDA-OP-CO-04-
F16
2 Submit Requirements Evaluates documents submitted by Within 5 working days Assessment focal TESDA-OP-CO-04-
for accreditation applicant from the receipt of F18
Assessment staff
application
Prepares Certificate of Accreditation, TESDA-OP-CO-04-
Focal staff
Affidavit of Undertaking (AOU), F19
Identification Card (ID) Cashier
TESDA-OP-CO-04-
Submits copy of the Notarized AOU F21
Pays Accreditation Fee TESDA-OP-CO-04-

F22
Issues of Certificate of Accreditation &
Assessor’s ID
END OF TRANSACTION
71
Application for Accreditation as Assessment Center
Monday-Friday
8:00 am – 5:00 pm
TVET Institutions
Industry Associations
Private companies/business enterprises
Where to file application for accreditation?
TESDA Provincial /District Offices
What are the requirements for accreditation?
 Letter of Intent
 Copy of SEC Registration (For private companies – to include conduct of assessment as one of the primary purposes of Incorporation). Entities with
legal personality (CDA-registered, R.A. except sole proprietorship) will be considered.
 Business Permit (current and valid)
 BIR registration
 Building Lay-out/Floor plan/Shop lay-out
72
 Company Profile
 Location Map
 List of complete facilities, tools, equipment, and materials appropriate to the Qualification(s) applied for
 Organizational Structure
 Staff Complement and Profile
 Self-Assessment Checklist (TESDA-OP-CO-03-F03)
 Lease contract/proof of ownership of the location/premises of the Assessment Center
 Checklist of tools, equipment, supplies and materials, and facilities (TESDA-OP-CO-03-F04)
Duration: 10 days
(Under Normal
Circumstances)
1 Inquires on the Provides information on the 1 day Assessment Focal TESDA-OP-CO-03-

accreditation process accreditation process Staff F01
Provides checklist of requirements Provincial Director TESDA-OP-CO-05-

F02
Conducts orientation
TESDA-OP-CO-03-
F03
TESDA-OP-CO-03-
73
(Under Normal
Circumstances)
F04
2 Submits requirements Evaluate documents submitted by 3 days Assessment Focal P1,500.00 TESDA-OP-CO-03-
for accreditation and applicants F05
Provincial Director
pays 50%
Organize Inspection Team 2 days TESDA-OP-CO-05-
Accreditation Fee Inspection Team
F08
Conduct Ocular Inspection 1 day
Attends training on AC Provincial Director
TESDA-OP-CO-03-
Operations Submits report of Inspection 1 day
F07
Returned copy of Trains AC Manager and Processing 1 day
TESDA-OP-CO-03-
Notarized AOU and Officer on the use of T2MIS & AC
F011
Pays the remaining Operation
50% accreditation fee
Prepares Certificate of Accreditation & 1 days
Affidavit of Undertaking
Issues Certificate of Accreditation
END OF TRANSACTION
74
Issuance of National Certificate (NC)/Certificate of Competency (COC)
Monday-Friday
8:00-5:00
Successful candidates of competency assessment
Where to claim NC/COC?
TESDA Provincial/District Offices (for non-courier provinces)
When to claim the NC/COC?
3 working days after assessment
Competency Assessment Results Summary (CARS) with Picture (passport size, white background, with collar)
Certificate Fee
75
TESDA Provincial/District Offices
Step Applicant/Client Service Provider Duration of Activity Person in Fees Form

circumstances
Present original copy Checks CARS, RWAC and List of 15 minutes Assessment Php50.00 TESDA-OP-CO-05-
of CARS with Picture NCs/COCs for release Focal Staff F08
(passport size, white
Requests applicant to pay certificate
1 background, with
fee to the Cashier
collar)
Prepare NC/COC 20 minutes TESDA-OP-CO-05-
F39/F40
2 Claim NC/COC Requests candidate to sign in the 5 minutes Assessment TESDA-OP-CO-05-

Tracking Sheet Focal Staff F42
Issues NC/COC
END OF TRANSACTION
76
Procedures and Issuance of Order of Payment (COC, CAV and Others)
Monday-Friday
8:00-5:00
TESDA Employees, Trainees and Walk-in
What are the requirements of issuance of Order of Payment?
Dormitory Registration Form
Order of Payment
Where is the issuance of the Order of Payment?
At respective offices concerned
Duration:
21 Minutes and 10 seconds
77

circumstances)
1 Informs Client on the procedures for 2 minutes Concerned Office N/A N/A
the issuance of NC/COC/CAV Focal Person
2 Requests customer to proceed to N/A Concerned Office N/A N/A

Accounting Division, 4th Floor, Focal Person
Administration Building to get Order of
Payment
3 Inquires from the Refers to the Public Assistance 1 minute Security Guard N/A N/A
Lobby Security Guard Counter on Duty
on duty
4 Inquires from the Customer Service Officer (CSO) at the 1 minute Customer Service N/A Customer Inquiry and
Public Assistance PAC gives Customer Inquiry and Officer Feedback Form
Counter (PAC) on the Feedback Form (CIFF) and gives (CIFF)
issuance of Order of instruction on how to fill-up the CIFF
Payment
5 Fills-out the Customer Refers the customer to Accounting 2 minutes Customer Service N/A Customer Inquiry and
Inquiry and Feedback Division, 4th Floor, Administration Officer Feedback Form
form Building for the issuance of Order of (CIFF)
Payment
6 Requests issuance of Accomplishes Order of Payment (OP) 1 Minute Accounting Please Pre-numbered Order
Order of Payment and indicates the amount to be paid at Division Staff see of Payment and
attached stamped with the
78
circumstances)
the Cash Unit Annex signature of the Chief

Accountant
7 Indicates initials on the OP form 10 seconds Accounting N/A Pre-numbered Order

Division Staff of Payment and
stamped with the
signature of the Chief
Accountant
Records the OP in the logbook 1 Minute Accounting N/A Pre-numbered Order

stamped with the
Accountant
Issues the OP to the customer 1 minute Accounting N/A Pre-numbered Order

stamped with the
Accountant
8 Receives the Refers to the Cash Unit, 3rd Floor, 1 minute Accounting N/A Order of Payment
accomplished OP Administration Building for Payment Division Staff (Annex 14a)
9 Proceeds to the Cash N/A N/A N/A

Order of Payment
Unit
79
circumstances)
10 Presents OP to the Issues OR per OP presented by the Order of Payment

3 Minutes Cash Unit Staff
Cash Unit Staff customer Official Receipt
11 Gives back the duly

accomplished
Customer Inquiry and
Feedback Form to the
Records and files the Customer Customer Service
PAC Officer with the 3 Minutes N/A CIFF
Inquiry and Feedback Form Officer
corresponding rating
for services rendered
by the PAC/Focal
Service Provider
12 Proceeds to the
concerned Office for Receives OR and Releases Concerned Office
5 minutes NC, COC, CAV
the issuance of the NC/COC/CAV to the Customer Focal Person
NC/COC/CAV
END OF TRANSACTION
80
Issuance of Certification, Authentication and Verification (CAV)
Monday - Thursday
8:00 am – 5:00 pm
Undergraduates and graduates of TVET programs registered under TESDA
Where can they file their request?
TESDA Provincial/District Office where TOR/Diploma issuing institution is located
Original and certified true copies of Transcript of Records or Diploma or Certificate of Training; and Special Order (If undergraduate, a Certification from the
School Director/Administrator)
Two (2) copies of 2X2 photos taken within the last six (6) months with white background and neutral expression. The photos must be printed on a chemical-
based photo paper;
If to be filled by authorized representative: Authorization letter from the applicant; and Identification card of applicant and representative (Original and
Photocopy)
81

circumstances)
1 Submits documentary Receives documentary requirements 0.5 days SO/CAV Focal P30.00 CAV Form 1
requirements and pays and corresponding payment from the Person / (Application for CAV
the processing fee applicants/graduates Assigned Officer- Issuance)
of-the-day
2 Prepares and issues the CAV Form SO/CAV Focal

and the Department of Foreign Affairs Person /
(DFA) claim stub to graduates and Assigned Officer-
transmits documents to DFA/Courier. of-the-day
The documents shall be placed in a
plain brown envelope. Prior to sealing,
the following shall be affixed to the
form of CAV: Stamp of the Seal of the
Agency and the signature of the
authorizes signatory.
3 DFA reviews documents for CAV 8 working days SO/CAV Focal

Person /
DFA issues the CAV to graduates
Assigned Officer-
of-the-day
END OF TRANSACTION
82
Filing Request and Release for Special Order (SO)
Monday-Friday
8:00 a.m. - 5:00 p.m.
All Technical Vocational Institutions (TVIs) with registered programs under TESDA
Where can they file their request?
TESDA Provincial/District Office where TVI is located
Letter request indicating the names of the graduates requested for SO;
Original copy of Form 9 or Records of candidates for graduation;
Certified true copy of Form 138 / Form 137 (if the candidate’s previous education is high school);
Certified true copy of Transcript of Records or Certificate of Training or on-the-job training (if required);
Certified true copy of enrollment and terminal report officially received by TESDA; and
Certified true copy of Marriage Contract (if candidate got married prior to or after enrollment in the requesting institution)
83
Step Applicant / Client Service Provider Duration of Person in Charge Fees Form
Activity
(under normal
circumstances)
1 Receives from TVET Institution the 0.5 days SO/CAV Focal Free SO Form 1
letter request for SO numbers, the list Person / Assigned
of graduates and the required Officer-of-the-day
documents
2 Checks/verifies the list vis-à-vis 0.5 days

registered programs and
Training/Employment Report (MIS 03-
02)
3 If documents are in order, issues 2 days

appropriate SO numbers to the TVI
END OF TRANSACTION
84
Program Registration Under the Unified TVET Program Registration and Accreditation System (UTPRAS)
Daily, Monday to Friday
8:00 am to 5:00 pm with noon break
Who may avail the service?
Any domestic corporation either stock or non-stock with:
A primary purpose of offering TVET education in the country;
A capitalization of at least 60% Filipino; and
Control and supervision of the institution is vested on the citizens of the Philippines.
Corporate and Administrative Documents
Letter of application
Board Resolution / Academic Council Resolution to offer the program signed by the Board Secretary and attested by the Chairperson (SUCs, LCUs,
and private institutions)
Special law creating the institution (for public institution) e.g. Republic Act, Executive Order, Sanggunian Resolutions)
Securities and Exchange Commission (SEC) Registration for private institutions (must specifically cover the Training delivery site)
Articles of Incorporation
Proof of building Ownership or contract of lease (covering at least two years)
Current Fire Safety Certificate
85
For Institutions that will branch out, the Articles of Incorporation & Bylaws must state reasons for opening of the branch. The Board Resolution signed by
majority of the Incorporators must be notarized, received and noted by SEC.
Curriculum and Program Delivery
Competency-based Curriculum (indicating the qualification being addressed and the competencies to be developed)
Curriculum design
Modules of instruction
List of equipment, tools and consumables necessary to deliver the program.
List of instructional materials (such as reference materials, slides, videotapes, internet access and library resources) necessary to deliver the program
List of Physical Facilities & Off-Campus Physical Facilities indicating floor area
Shop layout of training facilities indicating the floor area
Faculty and Personnel
List of officials with their qualifications (supporting evidences available, such as copies of certificates, etc.)
List of faculty with their qualifications, areas of expertise, and courses/seminars attended (supporting evidence available, such as relevant trainer
qualification certificates, copies of contracts of employment, etc.)
List of non-teaching staff with their qualifications (supporting evidences available, such as copies of certificates/contracts of employment, etc)
Academic Rules
Schedule and breakdown of tuition and other fees (duly signed by the school head indicating the effectivity of school year)
Documented grading system, details of which are provided to students/trainees at the start of their program
Entry requirements for the program comply with the relevant training regulations if applicable
Rules on attendance
86
Support Services
Health services are available to the students/trainees (if these services are contracted out or out-sourced, the contract or MOA or similar documents
must be submitted)
Career guidance services are available to the students/trainees
Community outreach program (documented evidences available) – optional
Research that supports the operation of the school is carried-out (e.g. surveys, consultations, meeting with local industry and community
representatives; technical research) – optional
Duration: 20 Calendar Days
Note: The number of days maybe reduced depending on the on-time submission of complete documentary requirements by the applicant Institution/School
Activity
(under normal
circumstances)
1 Conduct of orientation on program 1 day (not included TESDA-SOP-

registration application in total PCT) CO-01-F02
2 Review of Program Application (from 7 working days Program

receipt of complete documents to Registration
evaluation of documents) Requirements
Checklist:
 A checklist of requirements
shall be accomplished upon  Institution-
87
Activity
(under normal
circumstances)
receipt of documents based
 Company-
based
3 Conduct of site inspection and prepare 9 working days TESDA-SOP-CO-01-

reports (from scheduling of inspection, F19
issuance of notice to conduct
inspection, actual inspection and
preparation of inspection report)
4 Prepares recommendation to RO
(from preparation of recommendation
to submission to RO of complete
documents)
5 Issues CTPR/Letter of Denial (from 4 working days TESDA-SOP-CO-01-

receipt of complete documents by RO, F20
final review, preparation and signing of
or
CTPR or letter of denial to PO and
release of CTPR or letter of Denial to TESDA-SOP-CO-01-
TVI) F23
END OF TRANSACTION
88
REGIONAL/PROVINCIAL TRAINING CENTER/SCHOOL
Application for Training
Monday - Friday
8:00 am – 5:00 pm
General Public
2 pcs. 1”x1” colored pictures with white background;
Undergo the career profiling; and
Pass the qualifying examination and interview.
Duration: 2 hours and 36 minutes
89
Step Applicant/Client Service Provider Duration of Person-in-Charge Fees Form

Activity (under
normal
circumstances)
1 Inquires from the Information Provides the client with the 1 minute IRO Officer
and Referral Office (IRO) Officer information on the programs and
information about the training services and its requirements
program of interest and/or
service the applicant wants to
avail
2 Takes the Career Profiling Administers the Career Profiling 2 hours IRO Officer
(YP4SC) if interested to apply
G. Counselor
for training
Registrar
4 Waits for the result of the career Interprets the results of the career 10 minutes G. Counselor
profiling taken profiling and provide feedback to
client
5 Accomplishes the application Checks the application form if 5 minutes IRO Officers Application
form accomplished completely Form
4 Takes the qualifying Administers the qualifying 1 hour IRO Officers

examination (if necessary) examination
Process the examination 10 minutes IRO Officers
5 Gets the result of his/her Releases the result of exam and 5 minutes IRO Officer
90
examination provides feedback to client
6 Gets the list of requirements for Informs client of the registration 5 minutes IRO Officer Required
enrollment process and requirements to submit Forms
END OF TRANSACTION
91
Registration/Enrollment Procedure
Monday - Friday
8:00 am – 5:00 pm
Applicants who passed the qualifying examination and interview; and
Applicants who are ready to submit the documentary requirements for registration.
2 pcs. 1”x1” ID picture with white background;
Barangay Clearance
Police Clearance
Medical Certificate
92

Activity (under
normal
circumstances)
1 Submits the required documents Validates the submitted documents 10 minutes Registrar
for enrollment/registration
2 Fills-in the Checks the accomplished form 10 minutes Registrar

enrollment/registration form
3 Settle enrollment Process enrollment 15 minutes Registrar Enrollment

requirement/fees Form
Cashier
Assessment
Form
4 Get information on the date of Provides schedule the orientation 2 minutes Registrar
orientation and start of training and training
END OF TRANSACTION
93
Releasing of Certificate of Training
Monday - Friday
8:00 am – 5:00 pm
RTC/PTC graduates
RTC/PTC Trainee’s ID
Photocopy of National Certificate (NC) or Competency Assessment Results (CARs)
Duration: 3 hours and 10 minutes
94

Activity (under
normal
circumstances)
1 Goes to the Registrar’s Office Gives form and request and inform 5 minutes Registrar Request Form
and request for release of the graduate of the requirements for
Certificate of Training release
2 Fills-in the form with attached Checks and verifies records 3 hours Registrar Clearance
clearance requirements and Form
Check authenticity and validity of
submit to the Registrars
submitted document
4 Claims Certificate of Training Releases Certificate of Training 5 minutes Registrar Certificate of

and signs on the Training Training
Certificate Record Book
END OF TRANSACTION
95
AVAILMENT OF SCHOLARSHIP PROGRAMS (Walk-in External Customers)
Monday – Friday
8:00 am to 5:00 pm
Training for Work Scholarship Program:
18 years and above
Target beneficiaries shall include but not limited to the following:
 Drug dependent surrenderers and family members

 Out-of-school youth
 Unemployed
 Underemployed
 Industry workers obtaining skills upgrading training programs
 OFWs and their dependents
 Basic and marginalized sectors such as:
o Persons with Disabilities (PWDs)
o Farmers and fishermen
o Disadvantaged women
o Indigenous Peoples (IPs)
o Solo parents and their children
o Senior citizens
o Rebel returnees/decommissioned combatants
o Wounded in-action (WIA) AFP and PNP personnel
o Urban & rural poor
o Victims of Natural Disasters and Calamities
o Victims of Human Trafficking
o Displaced Higher Education Institutions (HEIs) teaching personnel
96
o Micro entrepreneurs and their family members
o Cooperatives intending to engage or expand business enterprise
o Employees with contractual/Job Order status to help them engage in entrepreneurial activities and consequently become contributors to job
generation
o Farmers and fishermen and family members
 Other marginalized groups may also avail of the scholarship program subject to pre-qualification
 Other targeted special groups:
o Family members of AFP and PNP personnel killed and wounded in-action (KWIA)
o Inmates and detained including their families
 TVET Trainers
 Current employed workers (CACW)
Training for Work Scholarship Program:
15 years and above
Must not be currently a beneficiary of other government educational scholarship and subsidy program
Target beneficiaries shall include but not limited to the following:
 Drug dependent surrenderers and family members

 Out-of-school youth
 Unemployed
 Underemployed
 Industry workers obtaining skills upgrading training programs
 OFWs and their dependents
 Basic and marginalized sectors such as:
o Persons with Disabilities (PWDs)
o Farmers and fishermen
o Disadvantaged women
o Indigenous Peoples (IPs)
o Solo parents and their children
o Senior citizens
o Rebel returnees/decommissioned combatants
o Wounded in-action (WIA) AFP and PNP personnel
97
o Urban & rural poor
o Victims of Natural Disasters and Calamities
o Victims of Human Trafficking
o Displaced Higher Education Institutions (HEIs) teaching personnel
o Micro entrepreneurs and their family members
o Cooperatives intending to engage or expand business enterprise
o Employees with contractual/Job Order status to help them engage in entrepreneurial activities and consequently become contributors to job
generation
o Farmers and fishermen and family members
 Other marginalized groups may also avail of the scholarship program subject to pre-qualification
 Other targeted special groups:
o Family members of AFP and PNP personnel killed and wounded in-action (KWIA)
o Inmates and detained including their families
 TVET Trainers
 Current employed workers (CACW)
Duration: 1 hour
98
How to avail of the service from the Provincial/District Offices/Technical Vocational Institutions (TVIs) (Walk-in)?

Activity (under
normal
circumstances)
1 Applicant inquires available Gives a brief overview of the 30 minutes District Participants
scholarship to PAC scholarship program Office(DO)/Provincial Profile Form
Office (PO) TWSP
Provides Applicant with list
Focal Person/ TBP
qualifications under
Information Officer
TWSP/STEP/PESFA Providers
offering the course
Provides profile form
2 Applicant fills up Profile Form 15 minutes Participants

Profile Form
3 Applicant submits ‘Participants Evaluates profile 15 minutes DO/PO TWSP Focal

Profile form Person/TBP
Information Officer
4 Applicant suggest preferred Evaluates profile

cause / TVET provider
Advice/inform applicant on action to
be taken based on guidelines
END OF TRANSACTION
99
ANNEXES
100

2 TESDA Citizens Charter Updated 05-19-17

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2 TESDA Citizens Charter Updated 05-19-17

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Table of Contents

VISION, MISSION, AND VALUE STATEMENT................................................................................................................................................................................ 2

Done, this day of in .

Officials and Employees

Send your feedback/complaints through e-mail (contactcenter@tesda.gov.ph) or text us at 0917-4794370

You can contact us also through our Hotline (+632) 887-7777

Talk to our Customer Service Officer

THANK YOU for helping us continuously improve our services.

Application for Accreditation as TESDA-OP-CO-04-F14 5 days Application Form for

Application for Accreditation as TESDA-OP-CO-03-F01 10 days Accreditation Certificate

Issuance of National Certificate(NC)/ Php 50.00 TESDA-OP-CO-05-F08 40 minutes

Issuance of Php 30.00 CAV Form 1 8.5 days Application Form

Filing Request and Release for SO Form 1 3 days

Availment of Training at the Language Skills Institute (LSI)

Training Application/Enrolment 76 minutes Client Log Sheet

Proficiency Test Paper Result

Releasing of Training Certificates 8 minutes Log sheet

Official List of Graduates

Availment of Training at the TESDA Women Center (TWC)

Registration/Enrollment Procedures 12 minutes Enrollment Form

Releasing of Certificate of Training 8 minutes Request Form

Application for Training 2 hours 36 minutes Application Form

Registration/Enrollment Procedures 37 minutes Enrollment Form

Releasing of Certificate of Training 3 hours 10 minutes Request Form

Administration of Foreign Scholarship Training Program (FSTP)

Handling Inquiries/Providing 15-20 minutes Feedback Form 1

Receiving and Sending-out Invitation 52 minutes Invitation Letter

Evaluation of Nomination and IAS Form 46 minutes Checklist of Documentary

Nominee Acceptance and Regret 17 minutes FSTP Staff Note

Report Submission 2 hours

Program Registration – Unified TVET P 2,000.00 TESDA-SOP-CO-01- 21 working days

CUSTOMER INQUIRY AND FEEDBACK

*Fees are subject to change

**Forms are available FREE OF CHARGE

Public Assistance Counter ............................................................................................................................................................................................................................. 12

Public Assistance Counter (PAC) ................................................................................................................................................................................................................... 19

Training Application/Enrolment Procedures ................................................................................................................................................................................................... 26

Application for Trainers Training Program ...................................................................................................................................................................................................... 30

Handling Inquiries/Customer Service (Through e-mail/phone/face to face) ................................................................................................................................................... 41

Schedule of availability of service:

7:30am to 6:30pm without noon break (PAC)*

8:00am to 5:00pm for Call Center*, emails** and SMS**

*Except holidays and work suspensions.

Who may avail of the service?

All agencies (GOs/NGOs/Private Firms/Persons)

2 hours (PAC, Face-to-Face)

Public Assistance Counter

2 CSO interviews and assesses 5 minutes CSO - Customer Inquiry and

3 CSO provides information on inquiry 5 minutes CSO -

If Customer inquiry requires service/s 2 minutes CSO - Customer Inquiry and

CSO writes the name of the Focal 1 minute CSO

CSO returns the filled-out Customer 1 minute CSO

CSO advises Customer to return to 1 minute CSO

4 CSO advises the Concerned 2 minutes CSO -

5 Concerned Office/Focal Person 10 minutes Focal Person of the - Customer Feedback

Concerned Office/Focal Person Focal Person of the

Concerned Office/Focal Person 2 minutes Focal Person of the

7 CSO records inquiry using Face to 2 minutes CSO - Monitoring Report of

8 CSO files Customer Inquiry and 2 minutes CSO

3 CSO provides the information to 2 minutes CSO

If Callers inquiry/complaint/s requires 2 minutes

Concerned Office/Focal Person logs

5 Concerned Office/Focal Person 21st day of the Focal Person of the -

6 CSO consolidates reports on action Sixth day of the CSO -

8:00am to 5:00pm for Call Center*, emails and SMS