Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 152

PART VI –COMPLAINTS AND REDRESS

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

In the event that the customer is not satisfied with the level of service
performance, a complaint may be brought to the notice of their respective Head
of Office for immediate redress. If the complaint is not rectified to satisfaction, the
matter may be brought to the attention of the Municipal Mayor.
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 153

CUSTOMERS FEEDBACK FORM

Thank you for visiting Malay Municipal Hall and availing of our services. Because we want to serve you better, please
choose/answer the questions relevant to your visit:

1. Name: ____________________________________________________________
2. Address: ____________________________________________________________
3. Department/Office Visited: ____________________________________________________________
4. Service Availed: ____________________________________________________________

OUR OFFICE Yes No

5. Is the Office easy to locate? (Madali bang mahanap ang opisina?) □ □
6. Is the office clean and orderly? (Malinis at maayos ba ang opisina?) □ □
7. Did you feel comfortable? (Naging komportable ka ba sa pagtanggap sa iyo?) □ □
8. Was there a long waiting line of customers? (Mahaba ba ang pila ng kliyente?) □ □
9. Was there an appropriate signage of direction? (Meron bang mga karampatang □ □
posters na nakakabit upang madaling matunton ang opisina?

OUR FRONTLINERS
10. Is the employee-in-charge available? (Nasa opisina ba ang kawaning dapat □ □
tumanggap sa’yo?)
11. Is the employee-in-charge knowledgeable? (May sapat ba siyang kaalaman?) □ □
12. Is the employee-in-charge accommodating? (Malugod ba at maasikaso ang □ □
kawaning humarap sa iyo?)
13. Were you received properly? (Maayos ba ang naging pagtanggap sa iyo?) □ □
14. Were your needs attended to promptly? (Mabilis bang naibigay ang serbisyong □ □
kinakailangan mo?)
15. Were you made to wait long? (Pinaghintay ka ba ng matagal?) □ □

REQUIREMENTS
16. Were you made aware of the requirements? (Naipagbigay alam ba sa’yo ang mga □ □
kinakailangang dokumento?)
17. Was there so many additional requirements? (Marami pa bang dagdag na dokumento ang □ □
hiningi sa iyo?)
18. Were you given proper information on how to get requirements? (Nabigyan ka ba ng □ □
kaukulang impormasyon sa pagkuha ng mga kakailanganing dokumento?)
19. Were you made aware of the fees you will pay? (Naipagbigay alam ba sa iyo ang mga dapat □ □
mong bayaran?)

OUR OFFICERS
20. Were the authorized official/s available? (Nasa opisina ba ang nakatalagang opisyal?) □ □
21. Did it take him/them long to sign the document? (Natagalan ba bago mapirmahan ang iyong □ □
mga dokumento?)
22. Nagpa-importante ba? □ □

OUR INFORMATION
23. Is the document needed available? (Naibigay ba ang kailangan mong dokumento?) □ □
24. Is the document well-organized? (Organisado ba ang mga dokumento?) □ □
25. Is the data complete? (Kumpleto ba ang impormasyon sa dokumento?) □ □
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 154

26. Is the data relevant to your request? (Tugma ba ang mga impormasyon sa kailangan mo?) □ □
27. Are instructions clear, brief and concise? (Malinaw at simple ba ang mga prosesong kailangang □ □
sundan?)

Other Comments/Suggestions:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

Thank you very much.

Please send to Mayor’s Office thru the Information Officer or drop at the suggestion box located at the Information Desk, Malay
Municipal Hall, Malay, Aklan or send a text message at CP No. 09988433483 or email us at lgumalayaklan@yahoo.com.ph. This
form is also available at the Office you are visiting.
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 155

DIRECTORY OF MUNICIPAL GOVERNMENT OFFICES

 Office of the Municipal Mayor

Contact Nos.: Mainland - (036) 288 8772; (036) 288 8802; Telefax – (036)
288 8808; MMAC – (036) 288 5701

 Office of the Municipal Vice Mayor/Liga ng mga Barangay/DILG-Malay

Contact Nos. : (036) 288 8819

 Office of the Secretary to the Sangguniang Bayan

Contact Nos.: (036) 288 8773

 Municipal Planning and Development Office

Contact Nos.: (036) 288 8775; MMAC – (036) 288 2016

 Office of the Municipal Accountant

Contact Nos.: (036) 288 8762

 Municipal Budget Office

Contact Nos.: (036) 288 8761

 Office of the Municipal Treasurer

Contact Nos.: (036) 288 8711; (036) 288 8774; (03) 288 8823; (036) 288
8798; (036) 288 8823; MMAC – (036) 288 2257

 Office of the Municipal Engineer

Contact Nos.: (036) 288 8760; MMAC – (036) 288 2017

 Office of the Municipal Assessor

Contact Nos.: (036) 288 8747

 Office of the Municipal Agriculture

Contact Nos.: (036) 288 8764

 Office of the Municipal Civil Registrar

Contact Nos.: (036) 288 8763

 Municipal Health Office

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

 Municipal Social Welfare and Development Office

Contact Nos.: (036) 288 8726; (036) 288 8782; MMAC – (036) 288 4367
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 156

 Municipal Tourism Office

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

 Human Resource Management Office

Contact Nos.: (036) 288 8766

 General Services Office

Contact Nos.: (036) 288 8819

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

 Environmental Services Unit

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

 Municipal Solid Waste Management Board

Contact Nos.: MMAC (036) 288 5747

 Municipal Transportation Office

Contact Nos.: (036) 288 8767

 Municipal PESO
Contact Nos.: (036) 288 8775

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

 Lifeguard Office
Contact Nos.: (036) 288 3609

 Bantay Dagat (Tabon Port)

Contact Nos.: (036) 288 7569

 MEED (Malay Public Market)

Contact Nos.: (036) 288 7654

 Guard/Information Desk
Contact Nos.: Main (036) 288 8814; MMAC (036) 288 6046
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 157

MEET YOUR SERVICE PROVIDERS

EXECUTIVE DEPARTMENT

OFFICE OF THE MUNICIPAL MAYOR

HUMAN RESOURCE MANAGEMENT OFFICE

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 158

LICENSING UNIT

ENVIRONMENTAL MANAGEMENT SERVICES UNIT

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 159

GENERAL SERVICES OFFICE

MUNICIPAL TRANSPORTATION OFFICE

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 160

MUNICIPAL PLANNING & DEVELOPMENT OFFICE

OFFICE OF THE MUNICIPAL BUDGET OFFICER

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 161

OFFICE OF THE MUNICIPAL ACCOUNTANT

OFFICE OF THE MUNICIPAL TREASURER

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 162

OFFICE OF THE MUNICIPAL ENGINEER

OFFICE OF THE MUNICIPAL ASSESSOR

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 163

OFFICE OF THE MUNICIPAL CIVIL REGISTRAR

MUNICIPAL TOURISM OFFICE

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 164

OFFICE OF THE MUNICIPAL AGRICULTURIST

MUNICIPAL SOCIAL WELFARE AND DEVELOPMENT OFFICE

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 165

MUNICIPAL HEALTH OFFICE (Main)

MUNICIPAL HEALTH OFFICE (Annex)

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 166

MUNICIPAL ECONOMIC ENTERPRISE DEPARTMENT

OFFICE OF THE MAYOR – MALAY MUNICIPAL ACTION CENTER

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 167

OFFICE OF THE MAYOR - BORACAY REDEVELOPMENT TASK FORCE

LEGISLATIVE DEPARTMENT

OFFICE OF THE SANGGUNIANG BAYAN

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 168

OFFICE OF THE MUNICIPAL VICE MAYOR

OFFICE OF THE SECRETARY TO THE SANGGUNIANG BAYAN

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 169

ANNEXES
Annex “A”

EXECUTIVE ORDER NO. 015

Series of 2014

AN ORDER REORGANIZING THE STEERING COMMITTEE AND TASK

FORCE FOR THE REVISION OF THE MALAY CITIZEN’S CHARTER.

WHEREAS, local government units have been mandated by R.A. 9485,

otherwise known as the Anti-Red Tape Act of 2007, to set up systems and
procedures, service standards and commitments in the delivery of basic frontline
services to be known as the Citizen’s Charter;

WHEREAS, pursuant with this policy, the Malay Citizen’s Charter was first
established through Executive Order No. 198, Series of 2009, and consequently
approved and adopted by the Sangguniang Bayan by virtue of Municipal
Ordinance No. 280 in September, 2009;

WHEREAS, with the staffing changes and additional frontline services introduced
in the past years, there is a need to revisit the Malay Citizen’s Charter, which
likewise call for the reorganization of the Steering Committee and Task Force
created for the purpose;

NOW THEREFORE, by virtue of the powers vested upon me as the Local Chief
Executive of the Municipality of Malay, I hereby order the following:

Section 1. Reorganization of the Steering Committee for the revision of the

Malay Citizen’s Charter. The Steering Committee is hereby reorganized with
the following composition:

Chairman JOHN P. YAP

Municipal Mayor

Vice Chairperson WILBEC M. GELITO

Vice Mayor
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 170

Members All Department and Unit Heads

BFI Representative
BCCI Representative

Section 2. Terms of Reference for the Steering Committee. The Steering

Committee shall perform the following functions:

 Act as the LCE’s advisory council in the overall direction and supervision of
the Citizen’s Charter initiative’s implementation;
 Assist the LCE in setting the goals and objectives of the Citizen’s Initiative;
 Assist the LCE in the review and refinement of the Citizen’s Charter;
 Lead in advocating and lobbying for the institutionalization of the Citizen’s
Charter to the Sangguniang Bayan through an appropriate ordinance.

Section 3. Reorganization of the Task Force on the revision of the Citizen’s

Charter. The Task Force is hereby reorganized with the following composition:

Task Force Head GODOFREDO B. SADIASA

MEEO Executive Assistant - designate
Deputy Task Force Head DINKY P. MAAGMA
Supervising Administrative Officer/HRMO
Members All Heads of Offices offering Frontline Services
Senior Staff from each Frontline Office

Section 4. Terms of Reference for the Task Force. Members of the Task
Force shall perform the following functions:

 The Department Heads, assisted by one or two of their Senior Staffs, shall
lead in the review of their offices’ frontline services in terms of procedure,
requirements, charges and fees, in the setting of new service standards and
in the conduct of consultative meetings with the consumers or beneficiaries of
the services provided by their departments;
 The Department Heads shall also be in charge of writing their offices’ new
procedures, list of requirements, and schedule of charges and fees for
submission to the Task Force Head;
 The Task Force Head shall see to it that standards and deadlines with regard
to the Citizen’s Charter preparation are met, assume responsibility for the
review, consolidation and finalization of the published form of the Charter;
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 171

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

Section 5. Effectivity. This Executive Order shall take effect immediately.

DONE this 13th day of May, 2014 at Malay, Aklan, Philippines.

(Sgd.) JOHN P. YAP

Municipal Mayor
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 172

Annex “B”
Republic of the Philippines
Province of Aklan
Municipality of Malay
0o0o0
OFFICE OF THE SANGGUNIANG BAYAN

MUNICIPAL ORDINANCE No. 280

AN ORDINANCE PRESCRIBING FOR SYSTEMS AND PROCEDURES,

SERVICE STANDARDS AND COMMITMENTS IN THE DELIVERY OF
MUNICIPAL GOVERNMENT FRONTLINE SERVICES TO THE PUBLIC
THROUGH THE ADOPTION OF THE CITIZEN’S CHARTER OF THE
MUNICIPALITY OF MALAY–A GUIDEBOOK FOR MUNICIPAL GOVERNMENT
FRONTLINE SERVICES.

SECTION 1. Short Title.– This Ordinance shall be known as The Citizen’s

Charter of the Municipality of Malay – A Guidebook for Municipal Government
Frontline Services.

SECTION 2. Purpose.– This Ordinance is enacted in pursuance to the provision

of Republic Act No. 9485, otherwise known as the Anti-Red Tape Act of 2007
which requires all government agencies including local government units to set
up their own service standards known as the Citizen’s Charter. It is also founded
on the premise that the government as an institution provides and facilitates
numerous essential public services– one, that is distinguished to be not only
effective and efficient but transparent. Therefore, not only is this legislative
measure timely but a paramount policy that brings reform in public service.

SECTION 3. Declaration of Policies.– It is hereby declared the policy of the

Municipal Government of Malay to bring about pro–active and responsible
governance by promoting transparency, accountability, honesty and proper
management of the local government affairs and properties. Towards this end, it
shall endeavor to:

a. Adopt a continuous and progressive system of public service delivery

which will generate customer satisfaction;
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 173

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

responsive delivery of services to the public; and

c. Establish a feedback mechanism that would ensure the practicability

of the systems and procedures involved in the delivery of frontline
services.

SECTION 4. Citizen’s Charter: Definition, Nature and Scope.– (a)

Definition.– Citizen’s Charter is an official document, a service standard, or a
pledge, that communicates, in simple terms, information on the services provided
by the Municipal Government through its existing offices, units or sections. It
describes the step–by– step procedure for availing a particular frontline service,
and the guaranteed performance level that the public may expect from the
service.

(b) Nature and Scope.– The Malay Citizens Charter herein referred to is a
written document, crafted by the Municipal Steering Committee created through
Executive Order No. 198, issued by the Municipal Mayor.

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

SECTION 5. Component of the Citizen’s Charter.– The Malay Citizens Charter

is composed of a five–part for information composed of the following:

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

b. The Municipal Government Frontline Services which are divided into

two (2) major frontline service categories, the Economic and Related
Services and Social and Related Services. The Economic and
Related Services contains list of services rendered in the areas of
Business and Investment, Infrastructure, Agriculture, Transport and
Traffic Management, Livelihood and Employment, and other Related
Service while the Social and Related Services contains a list of
services along the areas of Administration, Civil Registration,
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 174

Legislative, Development Planning, General Services, Health, Real

Property Assessment, Social Welfare, Tourism and Solid Waste
Management; and

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

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

d. Complaints and Redress Mechanism.– The Municipal Government

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

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

SECTION 6. Declaration of Commitment and Duty.– The Municipal

Government of Malay through its officials and employees declares the following
commitment and duty, as follows:

6.a Ensure the delivery of the guaranteed performance level as laid

down in the duly adopted Citizen’s Charter;

6.b Undertake review of the Citizen’s Charter, not less than once
every two years to guarantee the responsiveness of the systems
and procedures involve in delivering a particular frontline service;
and

6.c Deliver the services with honesty, transparency and

accountability.
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 175

SECTION 7. Funding.– The Municipal Government shall provide in its Annual

Budget not less than ½ of 1 percent of the total allocation for Maintenance and
Other Operating Expenses.

SECTION 8. Separability Clause.– If for any reason or reasons, any part or

provision of the Ordinance shall be held unconstitutional, inoperative or invalid,
other parts or provisions which are not affected shall continue to be in force and
effect.

SECTION 9. Repealing Clause.– Ordinances, executive orders and other

administrative issuance or any of its part or parts inconsistent with this Ordinance
are hereby repealed, amended or modified accordingly.

SECTION 10. Effectivity.– This ordinance shall take effect fifteen (15) days
upon approval.

ENACTED. August 26, 2009.

APPROVED. September 2, 2009.

Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 176

STEERING COMMITTEE
on the Citizen’s Charter Initiative

Chairperson Hon. JOHN P. YAP

Vice Chairperson Hon. WILBEC M. GELITO
Members All Department, Section and Unit Heads
BFI Representative
BCCI Representative

TASK FORCE
on Citizen’s Charter Preparation

Task Force Head GODOFREDO B. SADIASA

Members ALMA S. BELEJERDO
DENNIS T. BRIONES
DEDIOSA C. DIOSO
WILMA O. PRADO
CONCORDIA S. ALCANTARA
MARLO LOZADA
Engr. ELIZER B. CASIDSID
RICKY T. BIGUEJA
ERLINDA T. CASIMERO
GEMMA TERESA P. MATEO
DENRIC AUGUSTUS B. SADIASA
ANERY I. SOLANO
DIOVINA C. SANTIA
FILIPINA C. DELOS REYES
DR. ADRIAN D. SALAVER
MARIEL S. CAJILIG
MAGDALENA S. PRADO
JESSICA S. CANDOLITA
FELIX G. DELOS SANTOS
BARBARA G. FLORES
JOSE A. OCZON, JR.
MARICYL C. BALADJAY
JEN F. SALSONA
EDGAR C. CAHILIG
Engr. TRESHA LYN LOZANEZ
Engr. ARNOLD I. SOLANO
CESAR P. OCZON, JR.
SAMUEL A. SANO
Malay Citizen’s Charter – A Guidebook on Municipal Government Frontline Services 177

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

Municipal Coaches GODOFREDO B. SADIASA

Executive Assistant - designate

DINKY P. MAAGMA
Supervising Administrative Officer

GRACE O. SALIBIO
Administrative Officer V

GEMMA TERESA P. MATEO

Local Assessment Operations Officer III

JEN F. SALSONA
Licensing Officer III

Facilitator MARK T. DELOS REYES

Municipal Local Government Operations
Officer, DILG-Malay, Aklan