Pag-IBIG Fund Citizen's Charter 2022-Edition 1-MSOC

Pag-IBIG Fund
CITIZEN’S CHARTER
2022 (1st Edition)
In compliance with the provisions of R.A. 11032, otherwise known as the

“Ease of Doing Business and Efficient Government Service Delivery Act of 2018”
Pag-IBIG Fund
CITIZEN’S CHARTER
2022 (1st Edition)
I. Mandate
Pag-IBIG is an acronym which stands for Pagtutulungan sa Kinabukasan:
Ikaw, Bangko, Industriya at Gobyerno. To this day, the Pag-IBIG Fund continues to
harness these four sectors of the society to work together towards providing Fund
members with adequate housing through an effective savings scheme.
II. Vision
For every Filipino worker to save with Pag-IBIG Fund and to have decent shelter.
III. Mission
To generate more savings from more Filipino workers, to administer a sustainable Fund
with integrity, sound financial principles, and with social responsibility, and to provide
accessible funds for housing of every member.
IV. Service Pledge

To improve the quality of life of every Filipino, we in the Pag-IBIG Fund, commit to provide
member-focused quality service, through enhancement of the provident savings and
home financing system.
To sustain quality service, we shall:
• Pursue the requirements of international standard and strictly comply with the
appropriate rules and regulations to continually improve the effectiveness and
efficiency of our Quality Management System;
• Assess all pertinent risks and perform appropriate mitigation action to minimize
risks and maximize opportunities;
• Protect the confidentiality, privacy, integrity and availability of member’s data and
other related data;
• Develop and enhance services that are responsive to the growing needs of
members and relevant interested parties;
• Maintain a productive and safe work environment that promotes employees’

expertise, engagement, team work, and wellness; and
• Uphold transparency and accountability.
“Lingkod Pag-IBIG: Tapat na Serbisyo, Mula sa Puso”
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V. List of Services
Member Services (External Services)
• Application for Provident Benefits Claim 5

• Application for Refund of the Excess/Overpayment of Short-Term Loan (STL) 31
Amortization
• Availment of Short-Term Loan (STL) Through Check (Complex) 36
• Availment of Short-Term Loan (STL) Through Check (Highly Technical) 52
• Availment of Short-Term Loan (STL) Through Disbursement Card (Complex) 69
• Availment of Short-Term Loan (STL) Through Disbursement Card (Highly 85
Technical)
• Availment of Short-Term Loan (STL) Through Payroll Account Card (Complex) 101
• Availment of Short-Term Loan (STL) Through Payroll Account Card (Highly 116
Technical)
• Availment of Short-Term Loan (STL) Through Virtual Pag-IBIG (Complex) 132
• Availment of Short-Term Loan (STL) Through Virtual Pag-IBIG (Highly Technical) 141
• Employer Registration at the Branch 151
• Enrollment of Modified Pag-IBIG II (MP2) Account (Over-the-Counter) 154
• Enrollment of Modified Pag-IBIG II (MP2) Account (Salary Deduction) 159
• Issuance of Disbursement Cards to Qualified Member-Applicant 164
• Issuance of Pag-IBIG Loyalty Card Plus 168
• Issuance of Payment Order Form (POF) and Acceptance of Remittance for 172
Membership Savings (MS)/Payment of Loan Amortization and Other Amounts
due to the Fund through Over-the-Counter (OTC)
• Membership Registration at the Branch (Employee-Assisted) 179

• Membership Registration Through Submission of MDF 182
• Process Enrollment of Employer to the Electronic Submission of Remittance 185
Schedule (eSRS) Facility
• Request for the Accreditation of the Employer’s Fund Coordinator (FC) 188
• Request for Certificate of Full Payment 191
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• Request for Certificate of No Short-Term Loan (STL) Availment 195
• Request for Computation of Total Provident Obligation of Unregistered/Delinquent 199
Employers (Employers with up to 3 Months in Arrears)
• Request for Computation of Total Provident Obligation of Unregistered/Delinquent 202
Employers (Employers with More than 3 Months in Arrears)
• Request for Issuance of Certificate of Employer’s Registration (COER) 206
• Request for Issuance of Pag-IBIG Clearance Certificate 210
• Request for Member’s Statement of Accumulated Value (MSAV) 214
• Request for Merging/Consolidation of Member’s Record 216
• Request for Multi-Purpose Loan (MPL)/Calamity Loan (CL) Balance 220
• Request for Reprinting of Certificate of Employer’s Registration (COER) 222
• Request for System-Generated Member’s Data Form (MDF) 226
• Request for Updating of Employer’s Record 228
• Request for Updating of Member’s Record 234
VI. Feedback and Complaints 244
VII. List of Offices 251
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MEMBER SERVICES
EXTERNAL SERVICES
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1. Application for Provident Benefits Claim
The application for provident benefits claim entitles the members to withdraw their Total
Accumulated Value (TAV) anytime upon the occurrence of any of the following grounds
for termination of fund membership as provided under the RA 9679 or the HDMF Law of
2009, and its IRR:
 Membership Maturity
 Retirement
 Permanent Total Disability or Insanity
 Termination from service by reason of health
 Critical Illness of the member or any of his immediate family member, as certified
by a licensed physician
 Death
 Optional Withdrawal of Pag-IBIG Savings
 Permanent departure from country
 Expatriates
 Any other reason as may be approved by the Board
This service shall start from the submission of claim application up to the release of claim
proceeds to the member/claimant.
Office or Division: ▪ Member Services II - Frontline Servicing - Branch
▪ Technical and Administrative Support (TAS)
 Members Contribution Accounting Division (MCAD)
 Short Term Loan Accounting Division (STLAD)
 Cash and Administrative Support Division (CASD)
 General Accounting and Budget Management Division
(GABMD)
Classification: Highly Technical Transaction
Type of
G2C – Government to Client
Transaction:
Who may avail: The application for provident benefits claim may be availed by
the member or his beneficiary upon the occurrence of the
following:
 Membership Maturity - shall be based on 20 years of

membership with the Fund reckoned from the initial
contribution that is recorded in the database, provided, that the
member has remitted a total of 240 monthly membership
savings to the Fund at the time of maturity.
 Retirement - a member shall be compulsorily retired with the
Fund upon reaching the age of 65. A member may opt to retire
earlier under the Fund upon the occurrence of any of the
following:
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a. Actual retirement from the SSS, GSIS, or from the
government service by provision of law
b. Retirement under the private employer’s provident/
retirement plan, provided that the member is at least 45
years of age at the time of retirement
c. Reaching the age of sixty (60)
 Permanent Total Disability (PTD) or Insanity - PTD refers to the
loss or impairment of a physical or mental function resulting
from injury or sickness, which incapacitates the said member
to perform any work or engage in any business or occupation.
 Termination from Service by Reason of Health - a member who
can no longer render service to an employer due to severe
health conditions, as certified by his/her doctor.
 Critical illness of the member or any of his immediate family
member, as certified by a licensed physician, under one of the
following categories, subject to the approval of the Deputy
Chief Executive Officer - Member Services Cluster:
a. Cancer
b. Organ Failure
c. Heart-related illness
d. Stroke
e. Neuromuscular-related illness
 Death
 Optional Withdrawal of Pag-IBIG Savings
- Members of the Fund after the effectivity of the RA 9679 shall
have the option to withdraw his/her TAV on the fifteenth (15th)
year of continuous membership. This option may be
exercised only once during the membership term;
- A member eligible for optional withdrawal after completing
180 continuous monthly savings may opt to withdraw an
amount less than the equivalent sum of said 180 monthly
savings. The remaining TAV together with succeeding
savings shall be released to the member upon the occurrence
of any of the grounds for membership termination.
 Permanent Departure from the Country – a member has been
permitted by his host country to remain there indefinitely or has
permanently left the Philippines to reside to another country.
 Expatriates
 Any other reason as may be approved by the Board.
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CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Member/Claimant
Membership Maturity/Optional
Withdrawal
1. Application for Provident Benefits Pag-IBIG website (www.pagibigfund.gov.ph)
(APB) Claim (HQP-PFF-285) or in any Pag-IBIG Fund Branch
(1 Original)
2. Pag-IBIG Loyalty Card/Loyalty Card DFA, LTO, PRC, NBI, Local Police Station,
Plus or one (1) valid ID of the Post Office, COMELEC, Barangay, GSIS,
member (1 Photocopy) SSS, LGU, OWWA, POEA, MARINA, BI,
Govt. Office/GOCC, NCWPD, DSWD, IBP,
PSA or Employer
Compulsory Retirement
(1 Original)
2. Pag-IBIG Loyalty Card/Loyalty DFA, LTO, PRC, NBI, Local Police Station,
Card Plus or one (1) valid ID of the Post Office, COMELEC, Barangay, GSIS,
PSA or Employer
3. Order of Retirement Voucher AFP, PNP, BJMP, BFP

(For members of AFP, PNP,
BJMP, BFP) (1 Photocopy)
4. Statement of Service (For AFP

members of AFP) (1 Photocopy)
5. Service Record (For members of PNP, BJMP, BFP

PNP, BJMP, BFP) (1 Photocopy)
Optional Retirement
(1 Original)
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PSA or Employer
3. Certificate of Early Retirement (For Employer

private employees who are at least
45 years old) (1 Photocopy)
4. GSIS Retirement Voucher GSIS

(For government employees)
(1 Photocopy)
Permanent Total Disability (PTD) or

Insanity
(1 Original)
PSA or Employer
3. Physician’s Certificate/Statement Medical Clinic/Hospital

(With Clinical or Medical Abstract)
(1 Original)
Critical illness of the member or

any of his immediate family
member
(1 Original)
PSA or Employer
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3. Marriage Certificate issued by PSA PSA or LCRO
or LCRO and Advisory on
Marriage issued by PSA (If the
immediate family member is the
claimant) (1 Photocopy)
4. Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

LCRO or Baptismal Certificate
(1 Photocopy)
5. Non-availability of Birth Record PSA and Pag-IBIG website

issued by PSA (1 Photocopy) and (www.pagibigfund.gov.ph) or in any Pag-IBIG
Joint Affidavit of Two Disinterested Fund Branch
Persons (HQP-PFF-029)
(1 Original)

(1 Original)
7. To establish kinship with the

member, the claimant shall submit
any of the following:
▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

(1 Photocopy); or
▪ Non-Availability of Birth Record PSA and Pag-IBIG website
Joint Affidavit of Two Fund Branch
Disinterested Persons
(HQP-PFF-029) (1 Original)
Termination from Service by

Reason of Health
(1 Original)
PSA or Employer
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(1 Original)
Death
Death Claim - Married with Child/

Children
(1 Original)
claimant (1 Photocopy) SSS, LGU, OWWA, POEA, MARINA, BI,
PSA or Employer
3. Death Certificate of Member PSA or LCRO

issued by PSA or LCRO
(1 Photocopy)
4. Proof of Surviving Legal Heirs Pag-IBIG website (www.pagibigfund.gov.ph)

(HQP-PFF-030) (1 Original) or in any Pag-IBIG Fund Branch


(1 Photocopy)
7. Declaration of Guardianship (HQP- Pag-IBIG website (www.pagibigfund.gov.ph)

PFF-028) (if with child/children or in any Pag-IBIG Fund Branch
below 18 years old, or if
child/children is/are physically or
mentally incompetent)
(1 Original)
10

(1 Photocopy); or
Death Claim – Married (Without

Child/Children but with Surviving
Parent/s)
(1 Original)
PSA or Employer

(1 Photocopy)




(1 Photocopy); or
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Death Claim - Single with Child/

Children
(APB) Claim HQP-PFF-285) or in any Pag-IBIG Fund Branch
(1 Original)
PSA or Employer

(1 Photocopy)

5. Certificate of No Marriage PSA

(CENOMAR) (if the deceased
member is single) (1 Photocopy)

(1 Photocopy)
7. Declaration of Guardianship Pag-IBIG website (www.pagibigfund.gov.ph)

(HQP-PFF-028) (if with child/ or in any Pag-IBIG Fund Branch
children below 18 years old, or if
(1 Original)
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(1 Photocopy); or
Death Claim - Single (Without Child/

Children) with Surviving Parent/s
(1 Original)
PSA or Employer

(1 Photocopy)


(CENOMAR) issued by PSA
(If deceased member is single)
(1 Photocopy)


(1 Photocopy); or
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Permanent Departure from the

Country
(1 Original)
PSA or Employer
3. Passport with Immigrant Visa/ DFA

Residence Visa/Settlement Visa
(1 Photocopy)
4. Declaration of Intention to Depart Pag-IBIG website (www.pagibigfund.gov.ph)

from the Philippines Permanently or in any Pag-IBIG Fund Branch
(HQP-PFF-031) (No need to submit
if already based abroad) (1 Original)
Expatriates
(1 Original)
2. Passport (1 Photocopy) Issuing Country
3. Alien Employment Permit (AEP) DOLE

issued by the Department of Labor
and Employment (DOLE)
(1 Photocopy)
Modified Pag-IBIG II
(1 Original)
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PSA or Employer
Filing Through a Representative

Membership Maturity/Optional
Withdrawal
(1 Original)
2. Authorization Letter (1 Original) Member
3. Valid ID of both parties DFA, LTO, PRC, NBI, Local Police Station,
(1 Photocopy) Post Office, COMELEC, Barangay, GSIS,
SSS, LGU, OWWA, POEA, MARINA, BI,
PSA or Employer
Compulsory Retirement
(1 Original)
PSA or Employer
4. Order of Retirement Voucher AFP, PNP, BJMP, BFP

(For members of AFP, PNP,
BJMP, BFP) (1 Photocopy)
5. Statement of Service (For AFP

members of AFP) (1 Photocopy)
6. Service Record (For members of PNP, BJMP, BFP

PNP, BJMP, BFP) (1 Photocopy)
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Optional Retirement
(1 Original)
PSA or Employer
4. Certificate of Early Retirement Employer

(For private employee who are at
least 45 years old) (1 Photocopy)
5. GSIS Retirement Voucher GSIS

(For government employees)
(1 Photocopy)
Permanent Total Disability (PTD) or

Insanity
(1 Original)
2. Authorization Letter (1 Original) Member/Claimant
PSA or Employer

(1 Original)
Critical illness of the member or

any of his immediate family
member
(1 Original)
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PSA or Employer


(1 Photocopy)
6. Non-availability of Birth Record PSA and Pag-IBIG website

Joint Affidavit of Two Disinterested Fund Branch
Persons (HQP-PFF-029)
(1 Original)

(1 Original)


(1 Photocopy); or
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Termination from Service by
Reason of Health
(1 Original)
PSA or Employer

(1 Original)
Death
Death Claim - Married (with Child/

Children)
(1 Original)
2. Authorization Letter (1 Original) Claimant
PSA or Employer

(1 Photocopy)

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(1 Photocopy)

(1 Original)


(1 Photocopy); or
Death Claim - Married (Without

Child/Children but with Surviving
Parents)
Claim (APB) (HQP-PFF-285) or in any Pag-IBIG Fund Branch
(1 Original)
PSA or Employer
19
(1 Photocopy)

(1 Photocopy); or
Death Claim – Single with Child/

Children
(1 Original)
PSA or Employer

(1 Photocopy)

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(CENOMAR) (if the deceased
member is single) (1 Photocopy)

(1 Photocopy)

(1 Original)


(1 Photocopy); or
Death Claim - Single (Without Child/

Children with Surviving Parent/s)
(1 Original)
PSA or Employer
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(1 Photocopy)
(CENOMAR) issued by PSA
(If deceased member is single)
(1 Photocopy)

(1 Photocopy); or
(1 Photocopy) issued by PSA and (www.pagibigfund.gov.ph) or in any Pag-IBIG
Permanent Departure from the
Country
(1 Original)
PSA or Employer
4. Passport with Immigrant Visa/ DFA
Residence Visa/Settlement Visa
(1 Photocopy)
5. Declaration of Intention to Depart Pag-IBIG website (www.pagibigfund.gov.ph)
from the Philippines Permanently or in any Pag-IBIG Fund Branch
(HQP-PFF-031) (No need to
submit if already based abroad)
(1 Original)
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Expatriates
(1 Original)
PSA or Employer
4. Passport (1 Photocopy) Issuing Country
5. Alien Employment Permit (AEP) DOLE

issued by the Department of Labor
and Employment (DOLE)
(1 Photocopy)
Modified Pag-IBIG II
(1 Original)
PSA or Employer
IMPORTANT:
1. For retirement purposes, the valid IDs must reflect the member’s date of birth. If the
valid IDs do not reflect the member’s date of birth, submit any of the following:
▪ Birth Certificate of the member issued by the Philippine Statistics Authority (PSA)
or Local Civil Registry Office (LCRO)
▪ Baptismal Certificate issued by the Parish or Church
▪ Non-availability of Birth Record issued by PSA and Joint Affidavit of Two
2. In all instances wherein:
a. Photocopies are submitted, the original document must be presented for
authentication.
23
b. Discrepancies are noted in public documents submitted; Joint Affidavit of Two
Disinterested Persons is required for submission.
c. Discrepancies in the Pag-IBIG Remittances, a certification that includes
remittances by the respective employers is required.
d. Gaps in membership contribution are noted (due to LWOP, suspension,
dismissal, etc.), Statement of Service (For Members under AFP) or Service
Record (For Members under PNP, BJMP, BFP) is required.
3. For documents (e.g. Birth Certificate, Marriage Contract, Death Certificate, etc.)
issued abroad:
a. If the issuing country is a member of the Hague Apostille Convention, the
documents must be apostillized by the concerned apostillization authority/officer.
b. If not, the said document/s should be duly certified by the Philippine Consulate
General/ Philippine Embassy in the country where the document was issued.
4. In case one/any of the legal heir/s waived all the rights and interest on the Provident
Benefits Claim proceeds in favor of another person, a notarized Waiver of Rights
(HQP-PFF-032) shall be required.
FEES
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION TO BE
TIME RESPONSIBLE
PAID
1. Proceed to the 1. Provide a queue None 30 Minutes* Information
Information number for the Officer
Officer, get a desired Branch
queue number for transaction.
the Provident
Benefits Claim
application and
wait for the
number to be
called.
2. Submit a duly 2. Receive the None 5 Minutes Member Services

accomplished accomplished Officer
Application for Application for Member Services
Provident Benefits Provident Benefits II - Frontline
(APB) Claim and (APB) Claim and Servicing -
Branch
the supporting the supporting
documents to the documents.
Member Services
Officer.
24
2.1 Get the PBAR 2.1 Check the None 10 Minutes Member Services
that will be following: Officer
issued by the  If the member/ Member Services
Member claimant is II - Frontline
Servicing -
Services Officer. eligible
Branch
according to
the grounds for
APB claim.
 Completeness
and
correctness of
the details in
the application
form and
supporting
documents.
 Authenticity of
the supporting
documents
submitted.
2.2 Evaluate the None 10 Minutes

application form
and supporting
documents
submitted and
check the
following:
 The member’s
information in
the system
against the
data indicated
in the
application
form.
 If member’s
record is
subject for
reconciliation.
 If with existing
Short-Term
Loan (STL) or
Housing Loan
(HL).
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NOTE:
For disqualified
applications, the
Member Services
Officer shall
indicate the reason
for disqualification
in the application
form and return the
submitted
documents to the
member/claimant.
2.3 Prepare and None 5 Minutes Member Services

issue the Officer
Provident Member Services
Benefit Claim II - Frontline
Servicing -
Acknowledge-
Branch
ment Receipt
(PBAR)
reflecting the
scheduled date
of the release of
claims proceeds
to the member/
claimant.
2.4 At the end of the None 1 Working

day, perform the Day
following,
whichever is
applicable:
 Process the
member’s
record
reconciliation;
 Update the
List of Claims
Application for
Validation and
endorse to the
concerned
unit; and/or
26
 Request the
verification of
payment on
the issued
Pag-IBIG
Loyalty Card.
2.5 Process the None 14 Working

account Days
reconciliation, as
applicable:
For validation of MC Accounting

member’s Division -
record: Technical and
 For MS/SL Administrative
Support
adjustment
(MCAD-TAS)
 For
consolidation/
merging
 For MID
integration
 For
reconciliation/
data migration
 For editing of
information in
the member’s
subsidiary
ledger
 With account
for reclass due
to erroneously
paid
remittances
For validation of STL Accounting

STL account: Division -
 If with gap in Technical and
posted Administrative
Support (STLAD-
payment of
TAS)
loan
amortization ISDD/DCD/
 If subject for Service Desk
TAV offsetting Branch
27
 If with in-transit
payment
 With account
for reclass due
to erroneously
paid
amortization
 If for validation
of Accounts
Payable (AP)
2.6 File the None 10 Minutes Member Services

application in Officer
the system and Member Services
encode the II - Frontline
Servicing -
member’s
Branch
and/or
claimant’s
details.
2.7 Review the None 20 Minutes Supervising

claims Member Services
application and Officer (SMSO)
confirm the Member Services
II - Frontline
correctness of
Servicing -
claims details. Branch
2.8 Approve/ None 1 Working Approving

disapprove the Day** Authority
claims
application.
2.9 Prepare and None 30 Minutes

endorse the List
of Approved
Claim
Application and
Certification for
Disbursement
to the Technical
and Admin.
Support (TAS)
to initiate the
processing of
disbursement.
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2.10 Generate/ None 15 Minutes Cashier III
prepare the CASD-TAS
necessary
disbursement
documents.
2.11 Sign the None 1 Working Approving

disbursement Day** Authority
documents to
indicate
approval.
2.12 Review the None 10 Minutes Financial

disbursement Specialist
transactions for GABMD
funding.

DV/Check to Day** Authority
certify the
availability of
funds for
disbursement.
2.14 Process the None 1 Working Cashier III

signing of Day** CASD-TAS
DV/Check and
endorse the Signing
Check to the Authorities
concerned
branch for
releasing.
2.15 Upon receipt of None 10 Minutes Cashier

DV/Check from (Disbursement)
CASD-TAS, Branch Support
facilitate the
request for
SMS blasting to
inform the
concerned
member on the
availability of
the Check.
29
3. On the scheduled 3. Provide a queue None 30 Minutes* Information
date, proceed to number for the Officer
the Information desired Branch
Officer, get a transaction.
queue number for
the Check
releasing
transaction and
wait for the
number to be
called.
4. Present the PBAR 4. Release the None 5 Minutes Cashier

and the required Check to the (Disbursement)
documents to the member/claimant. Branch Support
Cashier.
4.1 Get the Check

that will be
issued.
19 Working
Days, 3 Hours
TOTAL None
and 10
Minutes
* The time indicated shall include the waiting time of the transacting clients and shall depend on the number on queue.
** The activity is being done in batch and may be done at the end of the day.
30
2. Application for Refund of the Excess/Overpayment of Short-Term
Loan (STL) Amortization
The refund of the excess/overpayment of Short-Term Loan (STL) amortization entitles

the qualified member to reimburse the excess/overpayment of his/her Short-Term Loan
(STL) amortization payment after the loan had been fully settled.
This service shall start from the receipt of Application for Refund Due to Excess/
Overpayment of STL Amortization up to the release of excess/overpayment proceeds.
Office or ▪ Member Services II - Frontline Servicing - Branch
Division: ▪ Cash and Administrative Services Division - Technical and
Administrative Support (CASD-TAS)
Type of
Transaction:
Who may This transaction shall be availed by the concerned member with
avail: excess/overpayment on his/her Short-Term Loan (STL) amortization.
1. Application for Refund Due to of Excess/ Pag-IBIG website
Overpayment for STL Amortization (www.pagibigfund.gov.ph) or in any Pag-
(HQP-SLF-103) (2 Original) IBIG Fund Branch
2. Valid ID acceptable to the Fund DFA, LTO, PRC, NBI, Local Police
(1 Original) Station, Post Office, COMELEC,
Barangay, GSIS, SSS, LGU, OWWA,
POEA, MARINA, BI, Govt. Office/GOCC,
NCWPD, DSWD, IBP, PSA or Employer
NOTE: In all instances wherein photocopies are submitted, the original document must
be presented for authentication.
FEES
TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
BE TIME RESPONSIBLE
PAID
Officer, get a desired transaction. Branch
queue number
and wait for
the number to
be called.
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Application for Application for Member Services
Refund Due to Refund Due to II - Frontline
Servicing -
Excess/ Excess/
Branch
Overpayment Overpayment of
of STL STL Amortization
Amortization and the required
and the documents from the
required concerned member.
documents to
the Member
Services
Officer.
2.1 Get the 2.1 Access the system None 10 Minutes

acknowledged and verify if the
Application for concerned member
Refund that is qualified for the
will be issued application for
by the refund.
Member
Services NOTE:
Officer. For disqualified
application, a Notice of
Disapproval of Request
Slip (HQP-PFF-376)
shall be issued to the
concerned member.
2.2 File the application None 15 Minutes

for refund in the
system.
2.3 Sign and indicate None 3 Minutes

the date of release
in the Application
for Refund.
2.4 Issue the None 2 Minutes

acknowledged
Application for
Refund to the
concerned member.
32
2.5 At the end of the None 1 Working Member Services
day, endorse the Day** Officer
received application Member Services
to the SMSO for II - Frontline
Servicing -
review.
Branch

member’s record Member Services
and the amount of Officer (SMSO)
refund shown in the Member Services
II - Frontline
system against the
Servicing -
application form Branch
and the supporting
documents.
2.7 Approve/disapprove None 1 Working Head/Branch

the application for Day** Head
refund. Member Services
II - Frontline
Servicing -
Branch
2.8 Generate and None 30 Minutes Member Services

endorse the List of Officer
Approved Refund III/Supervising
Applications and Member Services
Officer (SMSO)
Certification for
Member Services
Disbursement to II - Frontline
the CASD-TAS to Servicing -
initiate Branch
disbursement.
2.9 Generate/prepare None 15 Minutes Cashier III

the necessary CASD - TAS
disbursement
documents.

disbursement Day** Authorities
documents to
indicate approval.

transaction for GABMD-TAS
funding.
33
2.12 Sign the DV/Check None 1 Working Approving
to certify the Day** Authorities
availability of funds
for disbursement.

signing of Days CASD-TAS
DV/Check and
endorse to the Signing
Authorities
concerned Branch
for releasing.
2.14 Upon receipt of the None 10 Minutes Cashier

CASD, facilitate Branch Support
the request for
SMS blasting to
inform the
concerned
member on the
availability of the
check.
3. On scheduled 3. Provide a queue None 30 Minutes* Information

date, proceed number for the Officer
to the desired transaction. Branch
Information
Officer, get a
queue number
for check
releasing
transaction
and wait for
the number to
be called.
4. Present the 4. Release the check to None 5 Minutes Cashier

acknowledged the member. (Disbursement)
Application for Branch Support -
Refund and the Branch
required
document to
the Cashier to
claim the
refund.
34
4.1 Get the check
that will be
issued.
6 Working
TOTAL: None Days, 3 Hours
and 10 Minutes
35
3. Availment of Short-Term Loan (STL) Through Check
(Complex)
The Short-Term Loan (STL) program aims to provide financial assistance to the Pag-IBIG
Fund members.
▪ Multi-Purpose Loan (MPL) – to provide financial assistance for the following purposes:
 Minor home improvement/home renovation/upgrades;

 Livelihood/additional capital in small business;
 Tuition/educational expenses;
 Health and wellness;
 Purchase of appliance and furniture/electronic gadgets;
 Payment of utility/credit card bills;
 Vacation/travel;
 Special events;
 Car repair; and
 Other needs
▪ Calamity Loan – to provide immediate financial assistance to the Pag-IBIG members

in calamity-stricken areas as declared by the Office of the President or Sangguniang
Bayan.
This service shall start from the receipt of STL application form and the required
documents up to the release of loan proceeds through Check to the member-borrower.
Division: ▪ Technical and Administrative Support
(GABMD)
Classification: Complex Transaction
Type of
Transaction:
Who may The program shall be open to the Pag-IBIG member who satisfies the
avail: following requirements:
 Has made at least twenty-four (24) monthly membership savings

(MS);
- A member who has withdrawn his MS due to membership maturity
or who has optionally withdrawn his MS, shall be allowed to apply
for an MPL/CL provided said member has subsequently
accumulated 24 MS or at least its equivalent from the cut-off date
of membership maturity or optional withdrawal;
- A member who does not meet the required 24 MS, may
nevertheless, be allowed to avail of an MPL/CL if his total savings
is at least equivalent to 24 MS at the rate applicable to him.
36
 Has made at least one (1) MS within the last six (6) months prior to
the date of loan application;
 If with existing Pag-IBIG housing loan, the account must not be in
default as of the date of application;
 If with existing MPL or Calamity Loan, the account must not be in
 Has sufficient proof of income; and
 A resident of the area which is declared as calamity stricken or
his/her place of work is declared under state of calamity, subject to
the approval of the Management (For calamity loan only).

MULTI-PURPOSE LOAN (MPL)
Member
1. Multi-Purpose Loan Application Pag-IBIG website (www.pagibigfund.gov.ph)
Form (MPLAF, HQP-SLF-065) or in any Pag-IBIG Fund Branch
(1 Original)
2. Valid ID acceptable to the Fund DFA, LTO, PRC, NBI, Local Police Station,
PSA or Employer
3. Proof of Income
For Formally employed:
The “Certificate of Net Pay” portion at Employer
the back of the application form must
be accomplished by the employer or
submit photocopy of one (1) month
latest payslip duly authenticated by
the company’s authorized signatory.
For Self Employed, any of the

following:
a. Income Tax Return (ITR), Bureau of Internal Revenue (BIR)/Municipal
Audited Financial Statements, Office/City Hall
and Official Receipt of tax
payment from bank supported
with DTI Registration and
Mayor’s Permit/Business Permit
(1 Photocopy)
37
b. Commission Vouchers reflecting Concerned company wherein member has
the issuer’s name and contact engagement
details (for the last 12 months)
(1 Original)
c. Bank Statements or passbook for Issuing Bank

the last 12 months (in case
income is sourced from foreign
remittance, pension, etc.)
(1 Original)
d. Transport Franchise issued by LGU, LTFRB

appropriate government agency
(LGU for tricycles, LTFRB for
other PUVs) (1 Certified True
Copy)
e. Certificate of Engagement issued Concerned company wherein member has

by the owner of business engagement
(1 Original)
f. Declaration of Income Pag-IBIG website (www.pagibigfund.gov.ph)

(HQP-SLF-136) (1 Original) or in any Pag-IBIG Fund Branch
For Overseas Filipino Workers

(OFW), any of the following:
a. Employment Contract Employer
▪ Employment Contract
between employee and
employer (1 Photocopy); or
▪ POEA Standard Contract
(1 Original)
b. Certificate of Employment and Employer

Compensation (CEC)
▪ CEC written on the Employer/
Company’s official letterhead
(1 Original); or
▪ CEC signed by employer (for
household staff and similarly
situated employees)
(1 Original) supported by a
photocopy of the employer’s
ID and passport
38
c. ITR filed with the Host Country/ Employer
Government (1 Original)
NOTE: If documents are in
foreign language/s,
English translation is
required.

1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph)
(MPLAF, HQP-SLF-065) (1 Original) or in any Pag-IBIG Fund Branch
2. Valid IDs of both parties DFA, LTO, PRC, NBI, Local Police Station,
PSA or Employer
4. Proof of Income
For Formally Employed:
The “Certificate of Net Pay” portion Employer
at the back of the application form
must be accomplished by the
employer or submit photocopy of one
(1) month latest payslip duly
authenticated by the company’s
authorized signatory.

following:
(1 Photocopy)

(1 Original)
39
(1 Original)

Copy)

(1 Original)


(1 Original)

Compensation (CEC)
(1 Original); or
situated employees)
(1 Original), supported by a
ID and passport
40
foreign language/s,
required.
CALAMITY LOAN
Member
1. Calamity Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph)
(CLAF, HQP-SLF-066) (1 Original) or in any Pag-IBIG Fund Branch
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)

(1 Original)
41
(1 Original)
Copy)
(1 Original)
(1 Original)
Compensation (CEC)
(1 Original); or
situated employees)
ID and passport
foreign language/s,
required.
42
4. In case of El Niño Phenomenon, any
of the following:
a. For farmers, including landlords, Municipal Office/City Hall
fisher folks, and livestock farmers
- Certification from the
Municipal Agricultural Office
(MAO) that their products
were damaged/killed due to
the calamity. (1 Original)
b. For business owners/market Municipal Office/City Hall
vendors
- Certification from the Market
Vendors Association or
certification from the
Municipal Mayor (if not
member of the association)
attesting that he is engaged in
the selling of farm products,
vegetable, meat, fish and that
his source of livelihood was
affected by the calamity.
(1 Original)
c. For Pag-IBIG Members or any of Medical Clinic/Hospital
his immediate family members
afflicted by disease such as
diarrhea, cholera, skin diseases,
paralytic shellfish poisoning (red
tide bloom), heat cramps, heat
exhaustion, heat stroke,
chickenpox, measles, and
hypertension
- A Medical Certificate from the
Doctor stating that such
disease/illness is brought by
the onset of calamity.
(1 Original)

43
PSA or Employer
4. Proof of Income
the back portion of the application
form must be accomplished by the

following:
(1 Photocopy)

(1 Original)

remittance, pensions, etc.)
(1 Original)

Copy)
44
by owner of business (1 Original) engagement


(1 Original)

Compensation (CEC)
▪ CEC written on the
Employer/Company’s official
letterhead (1 Original); or
situated employees)
ID and passport

foreign language/s,
required.

of the following:

Certification from the Municipal
Agricultural Office (MAO) that
their products were
damaged/killed due to the
calamity. (1 Original)
45
vendors
Municipal Mayor (if not a
vegetable, meat, fish, and
that his source of livelihood
was affected by the calamity.
(1 Original)

hypertension
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
1. Proceed to 1. Provide a queue None 30 Minutes* Information Officer
the number for the Branch
Information desired
queue
number and
wait for the
number to be
called.
46
MPLAF/CLAF MPLAF/CLAF and Member Services
and the the required II - Frontline
Servicing -Branch
required documents.
documents to
the Member
Services
Officer.
2.1 Get the 2.1 Evaluate the None 10 Minutes

STLAR to be application form
issued by the and the required
Member documents
Services submitted and
Officer. check the
following:
- If the member-
applicant is
eligible
- If the member-
applicant has
Pag-IBIG MID
Number.
- If the application
form is
completely
and properly
accomplished
with the required
supporting
documents.
- The member’s
information in the
system against
the data
indicated in the
application form.
- If the account is
subject for
reconciliation.
- If with existing
Short-Term Loan
(STL).
47
- If with existing
Housing Loan
(HL)
- If with previous
Claim
application.
NOTE:
For disqualified
applications, the
Member Services
Officer shall indicate
the reason for
disqualification in the
application form and
return the submitted
documents to the
member-applicant.
2.2 File the application None 15 Minutes Member Services

in the system and Officer
encode the Member Services
member- II - Frontline
Servicing -Branch
applicant’s details.
2.3 Issue the STL None 3 Minutes

Acknowledgement
Receipt (STLAR)
reflecting the
scheduled date of
release of the STL
proceeds to the
member-applicant.

day, endorse the Day**
received
applications and
the supporting
documents to the
Head/Branch
Head, for review
and approval.
48
2.5 Review the loan None 1 Working Head/
details of the Day** Branch Head
member against Member Services
the application II - Frontline
Servicing - Branch
and the
supporting
documents and
approve/
disapprove the
loan application.
2.6 Generate and None 30 Minutes

endorse the List
of Approved STL
Application and
Certification for
Disbursement to
the CASD-TAS to
initiate
disbursement.

the necessary CASD-TAS
disbursement
documents.

documents to
indicate approval.

funding.

DV/Check to Day** Authorities
certify the
availability of
funds for
disbursement.
49
signing of Days** CASD-TAS
DV/Check and
Authorities
concerned
Branch for
releasing.

CASD, facilitate Branch Support -
the request for Branch
SMS blasting to
inform the
concerned
member on the
availability of the
Check.
3. On schedule 3. Provide a queue None 30 Minutes* Information Officer

date of release number for the Branch
of STL desired
proceeds, transaction.
proceed to the
Information
Officer, get a
queue number
for Check
releasing
transaction
and wait for
the number to
be called.
4. Present the 4. Release the Check None 5 Minutes Cashier

STLAR and to the member- (Disbursement)
the required borrower. Branch Support -
document to Branch
the Cashier to
claim the loan
proceeds.
50
4.1 Get the
Check that
will be issued.
6 Working
Days, 2 Hours
TOTAL: None
and 48
Minutes
NOTE: Member-applicant may also submit their loan application and the required
documents through the designated Drop Box located within Pag-IBIG Fund
Branches.
51
4. Availment of Short-Term Loan (STL) Through Check (Highly
Technical)
The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG
Fund members.

 Special events;
 Car repair; and
 Other needs
▪ Calamity Loan – to provide immediate financial assistance to Pag-IBIG members in

calamity-stricken areas, as declared by the Office of the President or Sangguniang
Bayan.
Division: ▪ Technical and Administrative Support (TAS)
(GABMD)
Type of
Transaction:
Who may avail: The program shall be open to Pag-IBIG member who satisfies the
following requirements:

(MS);
- A member who has withdrawn his MS due to membership
maturity or who has optionally withdrawn his MS, shall be
allowed to apply for an MPL/CL provided said member has
subsequently accumulated 24 MS or at least its equivalent from
the cut-off date of membership maturity or optional withdrawal;
52
 If with existing MPL and/or Calamity Loan, the account must not be
in default as of the date of application;
Member
(1 Original)
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)
53
(1 Original)

(1 Original)

Copy)

(1 Original)


▪ Employment Contract between
employee and employer
(1 Photocopy); or
(1 Original)

Compensation (CEC)
situated employees)
ID and passport
54
foreign language/s,
required.

PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)
55
(1 Original)

Copy)

(1 Original)


(1 Original)

Compensation (CEC)
(1 Original); or
situated employees)
ID and passport
56
foreign language/s,
required.
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)

(1 Original)
57
(1 Original)
Copy)
(1 Original)
(1 Original)
Compensation (CEC)
situated employees)
ID and passport
foreign language/s,
required.
58
of the following:

vendors
(1 Original)

hypertension
(1 Original)

59
PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)

(1 Original)

Copy)
60


(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.

of the following:

their products were
61
vendors
(1 Original)

hypertension
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.
62
MPLAF/CLAF MPLAF/CLAF and Member Services
and the the required II - Frontline
Servicing - Branch
required documents.
documents to
the Member
Services
Officer.

Member documents
Services submitted, and
Officer. check the
following:
- If the member-
applicant is
eligible.
- If the member-
applicant has an
existing Pag-IBIG
MID Number.
form is
completely
and properly
accomplished
with required
supporting
documents.
- The member’s
information in the
system against
the data
indicated in the
application form.
- If the account is
subject for
reconciliation.
- If with existing
Short-Term Loan
(STL).
63
- If with existing
Housing Loan
(HL).
- If with previous
Claim
application.
NOTE:
For disqualified
applications, the
Member Services
the reason for
documents to the
member-applicant.
2.2 File the application None 15 Minutes Member Services

select the Member Services
“Pending” button. II - Frontline
Servicing - Branch
day, update the Day**
List of STL
Applications for
Validation and
endorse to the
concerned unit.

account Days
reconciliation, as
follows, whichever
is applicable:
MCAD: MC Accounting
 For MS/SL Division -Technical
adjustment and Administrative
 For Support
consolidation/ (MCAD-TAS)
merging
64
 For
reconciliation/
data migration
 For editing of
information in the
member’s
subsidiary ledger
 With account for
reclass due to
erroneously paid
remittances
STLAD: STL Accounting

 If with gap in Division -
posted payment Technical and
of loan Administrative
Support
amortization (STLAD-TAS)
 If subject for TAV
offsetting ISDD/DCD/
 If with in-transit Service Desk
payment Branch
reclass due to
erroneously paid
amortization
 If for validation of
Accounts
Payable (AP)
2.5 Retrieve the filed None 10 Minutes Member Services

application in the Officer
system and Member Services
resume the II - Frontline
processing of Servicing -
Branch
application, and
endorse to the
Head/Branch
Head, for review
and approval.
65
2.6 Review the loan None 1 Working Head/Branch
details of the Day** Head
member against Member Services
the application II - Frontline
Servicing -
and supporting
Branch
documents and
approve/
disapprove the
loan application.

endorse the List
of Approved STL
Application and
Certification for
Disbursement to
the CASD-TAS
to initiate
disbursement.
2.8 Generate/ None 15 Minutes Cashier III

prepare the CASD-TAS
necessary
disbursement
documents.
2.9 Sign the None 1 Working Day** Approving

disbursement Authorities
documents to
indicate
approval.

funding.
2.11 Sign the None 1 Working Day** Approving

DV/Check to Authorities
certify the
availability of
funds for
disbursement.
66
2.12 Process the None 1 day** Cashier III
signing of CASD-TAS
DV/Check and
Authorities
concerned
Branch for
releasing.

the CASD, Branch Support -
facilitate the Branch
request for SMS
blasting to inform
the concerned
member on the
availability of the
Check.
3. On the 3. Provide a queue None 30 Minutes* Information

scheduled number for the Officer
date of desired Branch
release of transaction.
STL
proceeds,
proceed to
the
Information
Officer, get a
queue
number for
Check
releasing
transaction
and wait for
the number
to be called.
4. Present the 4. Release the None 5 Minutes Cashier

STLAR and the Check to the (Disbursement)
required member-borrower. Branch Support -
document to Branch
the Cashier to
claim the loan
proceeds.
67
4.1 Get the
Check that
will be issued.
19 Working
TOTAL
Days, 2 Hours None
and 55 Minutes
Branches.
68
5. Availment of Short-Term Loan (STL) Through Disbursement
Card (Complex)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
documents up to the release of loan proceeds through disbursement card to the member-
borrower.
Division: ▪ Cash Management Division - Treasury Department
▪ Financial Control Division - Operations Accounting Department
(OAD)
Type of
Transaction:
Who may The program shall be open to Pag-IBIG member who satisfies the

(MS);
nevertheless, be allowed to avail of an MPL if his total savings
69

Member
(1 Original)
PSA or Employer
3. Proof of Income
employer or submit photocopy of
one (1) month latest payslip duly

following:
Mayor’s Permit/Business
Permit (1 Photocopy)
70
b. Commission Vouchers Concerned company wherein member has
reflecting the issuer’s name engagement
and contact details (for the last
12 months) (1 Original)
c. Bank Statements or passbook Issuing Bank
for the last 12 months (in case
(1 Original)
appropriate government
agency (LGU for tricycles,
LTFRB for other PUVs)
(1 Certified True Copy)
e. Certificate of Engagement Concerned company wherein member has
issued by the owner of engagement
business (1 Original)
(1 Original)

Compensation (CEC)
Employer/Company’s
official letterhead
(1 Original); or
▪ CEC signed by employer
(for household staff and
similarly situated
employees) (1 Original),
supported by a photocopy
of the employer’s ID and
passport
71
foreign language/s,
required.

(1 Original)
PSA or Employer
4. Proof of Income
Formally Employed:

following:

72
(1 Original)




(1 Original)

Compensation (CEC)
official letterhead
(1 Original); or
similarly situated
employees (1 Original)
passport

73
foreign language/s,
required.
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income

following:

74
(1 Original)




(1 Original)

Compensation (CEC)
official letterhead
(1 Original); or
similarly situated
employees) (1 Original),
passport
75
foreign language/s,
required.
4. In case of El Niño Phenomenon,

a. For farmers, including Municipal Office/City Hall
landlords, fisher folks, and
livestock farmers

vendors
attesting that he is engaged
in the selling of farm
products, vegetable, meat,
fish and that his source of
livelihood was affected by
c. For Pag-IBIG Members or any Medical Clinic/Hospital

of his immediate family
members afflicted by disease
such as diarrhea, cholera, skin
diseases, paralytic shellfish
poisoning (red tide bloom), heat
cramps, heat exhaustion, heat
stroke, chickenpox, measles,
and hypertension
76
- A Medical Certificate from
the Doctor stating that such
(1 Original)

PSA or Employer
4. Proof of Income
at the back portion of the
application form must be
accomplished by the employer or
the company’s authorized
signatory.

following:

77
(1 Original)


issued by owner of business engagement
(1 Original)


(1 Original)

Compensation (CEC)
official letterhead
(1 Original); or
similarly situated
employees (1 Original)
passport
78
foreign language/s
required.
5. In case of El Niño Phenomenon,

a. For farmers, including Municipal Office/City Hall

landlords, fisher folks, and
livestock farmers
their products were

vendors
attesting that he is engaged
in the selling of farm
products, vegetable, meat,
fish, and that his source of
livelihood was affected by
c. For Pag-IBIG Members or any Medical Clinic/Hospital

of his immediate family
members afflicted by disease
such as diarrhea, cholera, skin
diseases, paralytic shellfish
poisoning (red tide bloom), heat
cramps, heat exhaustion, heat
stroke, chickenpox, measles,
and hypertension
79
- A Medical Certificate from
the Doctor stating that such
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.

MPLAF/CLAF MPLAF/CLAF Member Services II
and the and the required - Frontline
required documents. Servicing - Branch
documents to
the Member
Services
Officer.

Member documents
Officer. check the
following:
- If the member-
applicant is
eligible.
- If the member-
applicant has
an existing
Pag-IBIG MID
Number.
80
- If the
application form
is completely
and properly
accomplished
with the
required
supporting
documents.
- The member’s
information in
the system
against the data
indicated in the
application
form.
- If the account is
subject for
reconciliation.
- If with existing
Short-Term
Loan (STL).
- If with existing
Housing Loan
(HL).
- If with previous
Claim
application.
NOTE:
For disqualified
applications, the
Member Services
Officer shall
indicate the reason
for disqualification
in the application
form and return the
submitted
documents to the
member-applicant.
81
2.2 File the None 15 Minutes Member Services
system and Member Services II
encode the - Frontline
Servicing - Branch
member-
applicant’s
details.

Acknowledgeme
nt Receipt
(STLAR)
reflecting the
scheduled date
of release of
STL proceeds to
the member-
applicant.

received
applications and
the supporting
documents to
the Head/Branch
Head for review
and approval.
2.5 Review the loan None 1 Working Head/Branch Head

details of the Day** Member Services II
member against - Frontline
the application Servicing - Branch
and the
supporting
documents and
approve/
disapprove the
loan application.
82
2.6 Generate and None 30 Minutes Head/Branch Head
endorse the Member Services II
Certification for - Frontline
Disbursement Servicing - Branch
to the Treasury
Department to
initiate
disbursement.
2.7 Generate/ None 15 Minutes Treasury Analyst

prepare the CMD-Treasury
necessary Dept.
disbursement
documents.

documents to
indicate
approval.
2.9 Prepare and None 10 Minutes Financial

approve the Analyst II
Disbursement FCD-OAD
Voucher (DV).
2.10 Sign the DV to None 1 day** Approving
certify the Authorities
availability of
funds for
disbursement.
2.11 Process the None 2 Working Treasury Analyst

release of loan Days** CMD-Treasury
proceeds and Dept.
forward the
Letter of Signing Authorities
Instruction
(LOI) and email
notification to
the partner-
bank for
crediting of
loan proceeds.
83
2.12 Inform the Data None 10 Minutes Treasury Analyst
Center CMD-Treasury
Department Dept.
(DCD) on the
availability of
Feedback File
Report to
initiate the
SMS blasting
on the crediting
of loan
proceeds to the
member’s
disbursement
card.
6 Working
Days, 2 Hours
TOTAL None
and 13
Minutes
Branches.
84
6. Availment of Short-Term Loan (STL) Through Disbursement
Card (Highly Technical)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
documents up to the release of loan proceeds through disbursement card to the member-
borrower.
▪ Cash Management Division - Treasury Department
(OAD)
Type of
Transaction:

(MS);
85

Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)
86
(1 Original)

(1 Original)

Copy)

(1 Original)
f. Declaration of Income Pag-IBIG website

(HQP-SLF-136) (1 Original) (www.pagibigfund.gov.ph) or in any
Pag-IBIG Fund Branch

(1 Original)

Compensation (CEC)
situated employees)
ID and passport
87
foreign language/s,
required.

PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)
88
(1 Original)

Copy)

(1 Original)


(1 Original)

Compensation (CEC)
situated employees)
ID and passport
89
foreign language/s,
required.
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)

(1 Original)
90
(1 Original)
Copy)
(1 Original)
(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.
91
of the following:

vendors
(1 Original)

hypertension
(1 Original)

92
PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)

(1 Original)

Copy)
93


(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.

of the following:

Certification from the
94
vendors
(1 Original)

hypertension
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.
95
MPLAF/CLAF MPLAF/CLAF and Member Services II
and the the required - Frontline Servicing
- Branch
required documents.
documents to
the Member
Services
Officer.
2.1Get the 2.1 Evaluate the None 10 Minutes

Member documents
Officer. check the
following:
- If the member-
applicant is
eligible.
- If the member-
applicant has an
existing Pag-IBIG
MID Number.
form is
completely
and properly
accomplished
with the required
supporting
documents.
- The member’s
information in the
system against
the data
indicated in the
application form.
- If the account is
subject for
reconciliation.
If with existing
Short-Term Loan
(STL).
96
- If with existing
Housing Loan
(HL).
- If with previous
Claim
application.
NOTE:
For disqualified
applications, the
Member Services
the reason for
documents to the
member-applicant.
2.2File the application None 15 Minutes

in the system and
select the
“Pending” button.
2.3 At the end of the None 10 Minutes

day, prepare the
List of STL
Applications for
Validation and
endorse to the
concerned unit.

account Days
reconciliation, as
follows, whichever
is applicable:
MCAD: MC Accounting
 For Support
merging
97
 For
reconciliation/
data migration
 For editing of
information in the
member’s
subsidiary ledger
reclass due to
erroneously paid
remittances
STLAD: STL Accounting

 If with gap in Division - Technical
and Administrative
posted payment Support
of loan (STLAD-TAS)
amortization
 If subject for TAV ISDD/DCD/ Service
offsetting Desk Branch
payment
reclass due to
erroneously paid
amortization
Accounts
Payable (AP)

system and Member Services II
resume the - Frontline
processing of Servicing - Branch
application and
endorse to the
Head/Branch
Head, for review
and approval.
98
member against - Frontline
the application Servicing - Branch
and the
supporting
documents and
approve/
disapprove the
loan application.

endorse the
Certification for
Disbursement to
the Treasury
Department to
initiate
disbursement.
2.8 Generate/prepare None 15 Minutes Treasury Analyst

the necessary CMD-Treasury
disbursement Dept.
documents.

documents to
indicate
approval.

Voucher (DV).
2.11 Sign the DV to None 1 Working Approving

certify the Day** Authorities
availability of
funds for
disbursement.
99
release of loan Days** CMD-Treasury
proceeds and Dept.
forward the
Signing Authorities
Letter of
Instruction (LOI)
and email
notification to the
partner-bank for
crediting of loan
proceeds.

Center CMD-Treasury
Department Dept.
(DCD) on the
availability of
Feedback File
Report to initiate
the SMS blasting
on the crediting
of loan proceeds
to the member’s
disbursement
card.
19 Working
Days, 2
TOTAL None
Hours and 30
Minutes
NOTE: Member-applicant may also submit their loan application and required
Branches.
100
7. Availment of Short-Term Loan (STL) Through Payroll
Account Card (Complex)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
(GABMD)
Type of
Transaction:

(MS);
101

Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)
102
(1 Original)

(1 Original)

Copy)

(1 Original)


(1 Photocopy); or
(1 Original)

Compensation (CEC)
situated employees)
ID and passport
103
foreign language/s,
required.

PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)
104
(1 Original)
Copy)
(1 Original)


(1 Original)
Compensation (CEC)
situated employees)
ID and passport
foreign language/s,
required.
105
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income
following:
(1 Photocopy)
(1 Original)
(1 Original)
Copy)
106
(1 Original)


a. Employment Contract
▪ Employment Contract Employer
(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.

of the following:
107
vendors
(1 Original)

hypertension
(1 Original)

PSA or Employer
108
4. Proof of Income

following:
(1 Photocopy)

(1 Original)

(1 Original)

Copy)


109
(1 Original)
Compensation (CEC)
situated employees)
photocopy s of the
employer’s ID and passport
foreign language/s,
required.
of the following:
their products were
vendors
certification from the Municipal
Mayor (if not a member of the
association) attesting that he
110
is engaged in the selling of
farm products, vegetable,
meat, fish, and that his source
of livelihood was affected by

hypertension
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.
MPLAF/CLAF MPLAF/CLAF and Member Services II
and the required - Frontline Servicing
- Branch
required documents.
documents to
the Member
Services
Officer.
111
2.1 Get the 2.1 Evaluate the None 10 Minutes Member Services
STLAR to be application form Officer
issued by the and the required Member Services II
Member documents - Frontline Servicing
- Branch
Officer. checks the
following:
- If the member-
applicant is
eligible.
- If the member-
applicant has an
existing Pag-IBIG
MID Number.
form is
completely
and properly
accomplished
with the required
supporting
documents.
- The member’s
information in the
system against
the data
indicated in the
application form.
- If the account is
subject for
reconciliation.
- If with existing
Short-Term Loan
(STL).
- If with existing
Housing Loan
(HL).
- If with previous
Claim
application.
112
NOTE:
For disqualified
applications, the
Member Services
the reason for
documents to the
member-applicant.
2.2File the application None 15 Minutes Member Services
encode the Member Services II
member- - Frontline Servicing
applicant’s details. - Branch

Acknowledgement
Receipt (STLAR)
reflecting the
scheduled date of
release of the STL
proceeds to the
member-applicant.
received
applications and
the supporting
documents to the
Head/Branch
Head, for review
and approval.
member against - Frontline Servicing
the application - Branch
and the supporting
documents and
approve/
disapprove the
loan application.
113
endorse the List Member Services II
of Approved STL - Frontline Servicing
Application and - Branch
Certification for
Disbursement to
the CASD-TAS
to initiate
disbursement.

disbursement
documents.

documents to
indicate
approval.
2.9 Review the None 10 Minutes Financial Specialist
disbursement GABMD-TAS
transaction for
funding.
2.10 Sign the manual None 1 Working Approving
DV to certify the Day** Authorities
availability of
funds for
disbursement.
2.11Facilitate the None 2 Working Cashier III

signing of manual Days** CASD-TAS
DV and endorse
the Letter of Signing Authorities
Instruction (LOI)
to the concerned
partner bank for
crediting of loan
proceeds.
114
2.12 Once credited, None 10 Minutes Cashier III
send the CASD-TAS
request to the
Computer
Operations
(ComOps) Task
Force for the
SMS
notification
regarding the
crediting of STL
proceeds to the
member-
borrower’s
payroll account.
6 Working
Days, 2
TOTAL: None
Hours and 13
Minutes
NOTE: Member-applicant may also submit their loan application and required
Branches.
115
8. Availment of Short-Term Loan (STL) Through Payroll
Account Card (Highly Technical)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
 Short-Term Loan Accounting Division (STLAD)
 General Accounting and Budget Management Division (GABMD)
Type of
G2C - Government to Client
Transaction:

(MS);
maturity or who has optionally withdrawn his MS, shall be allowed
to apply for an MPL/CL provided said member has subsequently
116

Member
PSA or Employer
3. Proof of Income

following:
a. Income Tax Return (ITR), Audited Bureau of Internal Revenue (BIR)/Municipal
Financial Statements, and Official Office/City Hall
Receipt of tax payment from bank
supported with DTI Registration
and Mayor’s Permit/Business
117
(1 Original)

(1 Original)

Copy)

(1 Original)


(1 Photocopy); or
(1 Original)

Compensation (CEC)
situated employees)
ID and passport
118
foreign language/s,
required.

PSA or Employer
4. Proof of Income

following:
(1 Photocopy)

(1 Original)
119
(1 Original)
Copy)
(1 Original)

(1 Original)
Compensation (CEC)
situated employees)
ID and passport
foreign language/s,
required.
120
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income
following:
(1 Photocopy)
(1 Original)
(1 Original)
Copy)
121
(1 Original)


(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.

of the following:
122
vendors
(1 Original)

hypertension
(1 Original)

PSA or Employer
123
4. Proof of Income

following:
(1 Photocopy)

(1 Original)

(1 Original)

Copy)


124
(1 Original)
Compensation (CEC)
situated employees)
ID and passport
foreign language/s,
required.

of the following:
their products were
vendors
125
vegetable, meat, fish, and that
(1 Original)
hypertension
(1 Original)
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.
MPLAF/CLAF MPLAF/CLAF and Member Services II -
and the the required Frontline Servicing -
required documents. Branch
documents to
the Member
Services
Officer.
126
2.1 Evaluate the None 10 Minutes Member Services
application form Officer
and the required Member Services II -
documents Frontline Servicing -
Branch
submitted, and
checks the
following:
- If the member-
applicant is
eligible.
- If the member-
applicant has an
existing Pag-IBIG
MID Number.
form is
completely
and properly
accomplished
with the required
supporting
documents.
- The member’s
information in the
system against
the data
indicated in the
application form.
- If the account is
subject for
reconciliation.
- If with existing
Short-Term Loan
(STL).
- If with existing
Housing Loan
(HL).
- If with previous
Claim
application.
127
NOTE:
For disqualified
applications, the
Member Services
the reason for
documents to the
member-applicant.
2.2File the application None 15 Minutes Member Services
select the Member Services II -
“Pending” button. Frontline Servicing -
Branch
day, update the
List of STL
Application for
Validation and
endorse to the
concerned unit.
account Days
reconciliation, as
follows, whichever
is applicable:
MCAD: MC Accounting
 For Support
merging
 For
reconciliation/
data migration
 For editing of
information in the
member’s
subsidiary ledger
128
reclass due to
erroneously paid
remittances
STL Accounting
STLAD:
Division - Technical
 If with gap in and Administrative
posted payment Support (STLAD-
of loan TAS)
amortization
 If subject for TAV ISDD/DCD/ Service
offsetting Desk Branch
payment
reclass due to
erroneously paid
amortization
Accounts
Payable (AP)

system and Member Services II -
resume the Frontline Servicing -
Branch
processing of
application and
endorse to the
Head/Branch Head
for review and
approval.

details of the Day** Member Services II -
member against Frontline Servicing -
the application Branch
and the supporting
documents and
approve/
disapprove the
loan application.
129
endorse the List Member Services II -
of Approved STL Frontline Servicing -
Application and Branch
Certification for
Disbursement to
the CASD-TAS to
initiate
disbursement.

disbursement
documents.

documents to
indicate
approval.
2.10 Review the None 10 Minutes Financial Specialist

disbursement GABMD-TAS
transaction for
funding.
2.11 Sign the manual None 1 Working Approving

DV to certify the Day** Authorities
availability of
funds for
disbursement.
2.12 Facilitate the None 2 Working Cashier III

signing of manual Days** CASD-TAS
DV and endorse
the Letter of Signing Authorities
Instruction (LOI)
to the concerned
partner bank for
crediting of loan
proceeds.
130
2.13 Once credited, None 10 Minutes Cashier III
send a request to CASD-TAS
the Computer
Operations
(ComOps) Task
Force for the
SMS notification
regarding the
crediting of STL
proceeds to the
member-
borrower’s
payroll account.
19 Working
Days, 2
TOTAL None
Hours and 30
Minutes
Branches.
131
9. Availment of Short-Term Loan (STL) Through Virtual
Pag-IBIG (Complex)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
Division: ▪ Cash Management Division - Treasury Department
(OAD)
Type of
Transaction:

(MS);
of membership maturity or optional withdrawal.
132

Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)
133
(1 Original)

(1 Original)

Copy)

(1 Original)


(1 Original)

Compensation (CEC)
situated employees)
ID and passport
134
foreign language/s,
required.
CALAMITY LOAN
Member
2. Valid IDs acceptable to the Fund DFA, LTO, PRC, NBI, Local Police Station,
PSA or Employer
3. Proof of Income

following:
a. Income Tax Return (ITR), Audited Bureau of Internal Revenue (BIR)/Municipal
Financial Statements, and Official Office/City Hall
Receipt of tax payment from bank
supported with DTI Registration
and Mayor’s Permit/Business
(1 Original)
(1 Original)
135
Copy)

(1 Original)


(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.
136
of the following:

vendors
(1 Original)

hypertension
(1 Original)
NOTES:
1. Upon online filing, prepare photo/scanned copy of the required documents and selfie
photo showing ID card and cash card.
2. In all instances wherein photocopies are submitted, the original document must be
presented for authentication.
137
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
1. Access the 1. On scheduled None 5 Minutes Member Services
Pag-IBIG Fund date, access the Officer
website and file system and view Member Services II -
the MPL/ the online STL Frontline Servicing -
Calamity Loan application Branch
online through through Virtual
“Virtual Pag-IBIG.
Pag-IBIG”.
1.1 Select the None 1 Minute

application for
processing.
1.2 Check the None 5 Minutes

completeness and
correctness of the
documents
submitted.
1.3 Encode the None 5 Minutes

member’s
Pag-IBIG MID
Number and view
the member’s
details.
1.4 Verify the None 5 Minutes

member’s record.
1.5 Select the “File” None 15 Minutes

button to proceed
with the
processing.

member and Frontline Servicing -
approve/ Branch
disapprove the
loan application.
138
NOTE:
In case of
disapproval, an SMS
notification shall be
sent to the
concerned member
regarding the
disapproval of his/her
STL application.

endorse the Member Services II -
Certification for Frontline Servicing -
Disbursement to Branch
the Treasury
Department to
initiate
disbursement.

the necessary CMD-Treasury Dept.
disbursement
documents.

documents to
indicate approval.

Voucher (DV).

availability of
funds for
disbursement.
139
release of loan Days** CMD-Treasury Dept.
proceeds and
forward the Letter Signing Authorities
of Instruction
(LOI) and email
notification to the
partner-bank for
crediting of loan
proceeds.

Center CMD-Treasury Dept.
Department
(DCD) on the
availability of
Feedback File
Report to initiate
SMS blasting on
the crediting of
loan proceeds to
the member’s
disbursement
card.
None 5 Working
Days, 1 Hour
TOTAL:
and 41
Minutes
140
10. Availment of Short-Term Loan (STL) Through Virtual
Pag-IBIG (Highly Technical)
Fund members.

 Special events;
 Car repair; and
 Other needs

Bayan.
▪ Cash Management Division - Treasury Department
(OAD)
Type of
Transaction:

(MS);
maturity or who has optionally withdrawn his MS, cannot obtain
an MPL unless and until after he has subsequently paid 24 MS
following the month of the said withdrawal;
141
nevertheless, be allowed to avail of an MPL if his total savings is
at least equivalent to 24 MS at the rate applicable to him.
 A resident of the area which is declared as calamity stricken (For
calamity loan only)

Member
PSA or Employer
3. Proof of Income

following:
(1 Photocopy)
142
(1 Original)

(1 Original)

Copy)

(1 Original)


(1 Original)

Compensation (CEC)
(1 Original); or
situated employees)
ID and passport
143
foreign language/s,
required.
CALAMITY LOAN
Member
PSA or Employer
3. Proof of Income
following:
(1 Photocopy)

(1 Original)

(1 Original)
144
Copy)

(1 Original)


(1 Original)

Compensation (CEC)
situated employees)
ID and passport

foreign language/s,
required.
145
of the following:

vendors
(1 Original)

hypertension
(1 Original)
NOTES:
a. Upon online filing, prepare photo/scanned copy of the required documents and selfie
photo showing ID card and cash card.
b. In all instances wherein photocopies are submitted, the original document must be
presented for authentication.
146
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
1. Access the 1. On scheduled None 5 Minutes Member Services
Pag-IBIG Fund date, access the Officer
website and file system and view Member Services II -
the MPL/ the online STL Frontline Servicing -
Calamity Loan application Branch
online through through Virtual
“Virtual Pag-IBIG.
Pag-IBIG”.
1.1 Select the None 1 Minute

application for
processing.

completeness and
correctness of the
documents
submitted.
1.3 Encode the None 5 Minutes

member’s Pag-
IBIG MID Number
and view the
member’s details.

member’s record.
1.5 File the None 15 Minutes

application in the
system and select
the “Pending”
button.

day, update the
List of STL
Applications for
Validation and
endorse to the
concerned unit for
reconciliation.
147
account Days
reconciliation, as
applicable:
MCAD: MC Accounting
 For Support
merging
 For MID
integration
 For
reconciliation/
data migration
 For editing of
information in the
member’s
subsidiary ledger
STLAD:
 If with gap in STL Accounting
posted payment Division - Technical
and Administrative
of loan Support
amortization (STLAD-TAS)
 If subject for TAV
offsetting ISDD/DCD/ Service
 If with in-transit Desk Branch
payment
reclass due to
erroneously paid
amortization
Accounts
Payable (AP)
148
system and Member Services II -
resume the Frontline Servicing -
Branch
processing of
application and
endorse to the
Head/Branch
Head, for review
and approval.
member and Frontline Servicing -
approve/disapprov Branch
e the loan
application.
NOTE:
In case of
disapproval, an SMS
notification shall be
sent to the
concerned member
regarding the
disapproval of his/her
STL application.
endorse the
Certification for
Disbursement to
the Treasury
Department to
initiate
disbursement.
the necessary CMD-Treasury Dept.
disbursement
document.
documents to
indicate
approval.
149
Voucher (DV).

availability of
funds for
disbursement.

release of loan Days** CMD-Treasury Dept.
proceeds and
forward the Signing Authorities
Letter of
Instruction (LOI)
and email
notification to the
partner-bank for
crediting of loan
proceeds.

Center CMD-Treasury Dept.
Department
(DCD) on the
availability of
Feedback File
Report to initiate
SMS blasting on
the crediting of
loan proceeds to
the member’s
disbursement
card.
19 Working
Days, 2
TOTAL: None
Hours and 1
Minute
Branches.
150
11. Employer Registration at the Branch
Employer registration enables employers to register with the Fund and secure their
Pag-IBIG Employer ID Number.
This service shall start from the receipt of accomplished Employers Data Form (EDF) and
the required documents up to the issuance of Pag-IBIG Employer ID Number.
Office or ▪ Member Services I - Marketing and Sales - Branch
Division: ▪ Data Center Department (DCD)
Classification: Simple Transaction
Type of
G2B – Government to Business Entity
Transaction:
Who may avail: Coverage under the Fund shall be mandatory to the following:
▪ Employers of employees’ compulsory covered by the SSS.

These shall include employers whose coverage is waived or
suspended, upon expiration of said waiver or suspension.
▪ The Government, its national and local offices, political
subdivisions, branches, agencies or instrumentalities,
government-owned and controlled corporations (GOCCs),
including the Armed Forces of the Philippines (AFP), Bureau of
Fire Protection (BFP), the Bureau of Jail Management and
Penology (BJMP), and the Philippine National Police (PNP).
1. Employer’s Data Form Pag-IBIG website (www.pagibigfund.gov.ph)
2. Present the following as proof of

business existence:
For Sole Proprietorship

Department of Trade and Industry Department of Trade and Industry (DTI)
(DTI) Certificate of Registration
For Partnership/Corporation/Foreign-
Owned Corporation
▪ Securities and Exchange Securities and Exchange Commission (SEC)
Commission (SEC) Certificate of
Partnership/Incorporation
▪ Approved Articles of Partnership/ SEC
Incorporation and By-Laws
151
For Cooperative
▪ Cooperative Development Cooperative Development Authority (CDA)
Authority (CDA) Certificate
▪ Approved Articles of Cooperation CDA
For Trade Association

▪ Securities and Exchange SEC
Commission (SEC) Certificate of
Incorporation (1 Certified True
Copy)
▪ Approved Articles of Incorporation SEC
and By-Laws (1 Certified True
Copy)
FEES
AGENCY PROCESSING PERSON
CLIENT STEPS TO BE
ACTION TIME RESPONSIBLE
PAID
1. Proceed to the 1. Provide a None 30 Minutes* Information Officer
Information queue number Branch
Officer, get a for the desired
queue number transaction.
and wait for the
number to be
called.
2. Submit a duly 2. Receive the None 15 Minutes Marketing

accomplished EDF and the Specialist
EDF and required Member Services I
present the documents and - Marketing and
required encode the Sales - Branch
documents to employer
the Marketing details in the
Specialist. system.
2.1 At cut-off None 2 Working Data Center

period, the Days Department (DCD)
system shall
perform
deduping
process prior to
the assignment
152
of Employer
Identification
(ERID)
number.
2 Working
TOTAL: None Days and 45
Minutes
NOTES:
a. Once the Pag-IBIG Employer ID Number is available, the employer shall receive a
letter informing them on the assigned Pag-IBIG Employer ID Number and the
submission of their Specimen Signature Form (HQP-PFF-003).
b. Registrant may also inquire their Employer ID Number through the Pag-IBIG Hotline
or at any Pag-IBIG Fund Branch after three (3) Working Days upon successful
registration.
 The concerned employer may call telephone number 8724-4244 and request their
Pag-IBIG Employer ID number.
 The concerned employer/authorized representative may also visit any Pag-IBIG
Fund Branch and present one (1) valid ID to request their Pag-IBIG Employer ID
number.
c. Corporations may also register through the Central Business Portal (CBP).
153
12. Enrollment of Modified Pag-IBIG II (MP2) Account (Over-the-
Counter)
The Modified Pag-IBIG II (MP2) Program is a special savings facility with a 5-year
maturity, designed for Pag-IBIG Fund members who wish to save more and earn even
higher dividends, in addition to their Pag-IBIG regular savings. The program is also open
to pensioners and retirees who were former Pag-IBIG members.
This service shall start from the receipt of Modified Pag-IBIG II Enrollment Form (MP2EF)
up to the issuance of MP2 Account Number to the concerned member-saver.
Office or Member Services I - Marketing and Sales - Branch
Division:
Type of
Transaction:
Who may avail: The program shall be open to the following:
▪ All Pag-IBIG I members regardless of their monthly income;
and
▪ Former Pag-IBIG I members with other source of monthly
income and/or Pensioners, regardless of age, with at least 24
monthly savings prior to retirement
*Pensioners shall refer to a person who has retired and are
receiving pension under the following:
- Republic Act (RA) 8282 (Social Security Act of 1997);
- RA 8291 (The Government Service Insurance System Act
of 1997);
- RA 660 (Magic 87);
- RA 1616 (Gratuity Benefit);
- RA 7699 (Portability Law);
- Presidential Decree (PD) 1146 (Pension or Cash Payment);
- PD 1650 (Amending Sec. 3 and 5 of PD No. 1638 entitled
“Establishing a New System of Retirement and Separation
for Military Personnel of the Armed Forces of the Philippines
and for Other Purposes);
- RA 8551 (Philippine National Police Reform and
Reorganization Act of 1998);
- RA 9263 (Bureau of Fire Protection and Bureau of Jail
Management and Penology Professionalization Act of
2004);
- RA 9993 (Philippine Coast Guard Law of 2009); and
- RA 9946 (An Act Granting Additional Retirement,
Survivorship, and Other Benefits to Members of the
Judiciary, Amending for the Purpose Republic Act No. 910.
As Amended, Providing Funds Therefor and for other
Purposes).
154
1. Modified Pag-IBIG II Enrollment Pag-IBIG website (www.pagibigfund.gov.ph)
Form (HQP-PFF-226) (2 Original) or in any Pag-IBIG Fund Branch
(1 Original) Post Office, COMELEC, Barangay, GSIS,
PSA or Employer
3. Proof of Income/Source of Fund

(as applicable)
▪ Employment Income
- One (1) month latest Payslip Employer
(1 Photocopy)
- Latest accounts or tax Issuing Bank/Bureau of Internal Revenue
declaration, if self-employed (BIR)
(1 Photocopy)
▪ Savings Deposits Issuing Bank

- Bank Statements (1 Photocopy)
▪ Property Sale Issuing Agent/Registry of Deeds/Land

- Contract of Sale (1 Photocopy) Registration Authority (LRA)
- Deed of Title (1 Photocopy)
▪ Sale of Shares or Other Concerned entity wherein member has

Investment engagement
- Contract (1 Photocopy)
- Statement of Account
(1 Photocopy)
- Transaction
Receipt/Confirmation
(1 Photocopy)
- Shareholder’s Certificate
(1 Photocopy)
▪ Loan Concerned entity wherein member has

- Loan Agreement (1 Photocopy) engagement
▪ Company Sale Property/company owner

- Contract of Sale (1 Photocopy)
155
▪ Company Profits/Dividends Concerned entity wherein member has
- Latest Audited Financial engagement/BIR
Statements (1 Photocopy)
- Latest Management Account
(1 Photocopy)
- Board Directors Approval
(1 Photocopy)
- Dividend Distribution
(1 Photocopy)
- Tax Declaration Form
(1 Photocopy)
▪ Gift Donor
- Letter from Donor (explaining
the reason for the gift and the
source of donor’s wealth
(1 Original)
- Certified Identification
Documents of the Donor
(1 Photocopy)
- Donor’s source of wealth
(1 Photocopy)
▪ Maturity Surrender Policy Concerned entity wherein member has

- Policy (1 Photocopy) engagement
▪ Other Income Sources Member

- Appropriate supporting
documentation (1 Photocopy)
FEES
CLIENT STEPS TO BE
PAID
Officer, get a for the desired
and wait for the
number to be
called.
156
2. Submit the MP2 2. Receive the None 5 Minutes Marketing
Enrollment MP2 Specialist
Form and the Enrollment Member Services I
required Form and the - Marketing and
Sales - Branch
documents to required
the Marketing documents
Specialist. from the
member.
enrollment
form and check
the following:
- Ensure that
the applicant
has an
assigned
Pag-IBIG MID
Number and
with posted
Pag-IBIG
membership
savings (MS).
- For
pensioners,
check the
member’s
record and
ensure that
he had at
least 24
monthly
savings prior
to his/her
retirement.
NOTE:
For disqualified
application, a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the concerned
member.
157
2.2 Explain the None 5 Minutes Marketing
terms and Specialist
conditions of Member Services I
the program. - Marketing and
Sales - Branch
2.3 Process the None 10 Minutes

enrollment and
encode the
member’s
details in the
system.
2.4 Issue a None 5 Minutes

system-
generated
MP2EF
reflecting the
MP2 Account
Number to the
concerned
member.
2.5 Advise the None 5 Minutes

concerned
member to
proceed to the
Payment
Screener to
initiate over-
the-counter
payment of the
MP2 savings.
1 Hour and 30
TOTAL: None
Minutes
158
13. Enrollment of Modified Pag-IBIG II (MP2) Account (Salary
Deduction)
The Modified Pag-IBIG II (MP2) Program is a special savings facility with a 5-year
maturity, designed for Pag-IBIG Fund members who wish to save more and earn even
higher dividends, in addition to their Pag-IBIG regular savings. The program is also open
to pensioners and retirees who were former Pag-IBIG members.
This service shall start from the receipt of Modified Pag-IBIG II Enrollment Form (MP2EF)
up to the issuance of MP2 Account Number to the concerned member-saver.
Office or Member Services I - Marketing and Sales - Branch
Division:
Type of
Transaction:
Who may avail: The program shall be open to the following:
▪ All Pag-IBIG I members regardless of their monthly income;
and
▪ Former Pag-IBIG I members with other source of monthly
income and/or Pensioners, regardless of age, with at least 24
monthly savings prior to retirement
*Pensioners shall refer to a person who has retired and are
receiving pension under the following:
- Republic Act (RA) 8282 (Social Security Act of 1997);
- RA 8291 (The Government Service Insurance System Act
of 1997);
- RA 660 (Magic 87);
- RA 1616 (Gratuity Benefit);
- RA 7699 (Portability Law);
- Presidential Decree (PD) 1146 (Pension or Cash Payment);
- PD 1650 (Amending Sec. 3 and 5 of PD No. 1638 entitled
“Establishing a New System of Retirement and Separation
for Military Personnel of the Armed Forces of the Philippines
and for Other Purposes);
- RA 8551 (Philippine National Police Reform and
Reorganization Act of 1998);
- RA 9263 (Bureau of Fire Protection and Bureau of Jail
Management and Penology Professionalization Act of
2004);
- RA 9993 (Philippine Coast Guard Law of 2009); and
- RA 9946 (An Act Granting Additional Retirement,
Survivorship, and Other Benefits to Members of the
Judiciary, Amending for the Purpose Republic Act No. 910.
As Amended, Providing Funds Therefor and for other
Purposes).
159
1. Modified Pag-IBIG II Enrollment Form Pag-IBIG website (www.pagibigfund.gov.ph)
PSA or Employer
3. Proof of Income/Source of Fund (as

applicable)
▪ Employment Income
- One (1) month latest Payslip Employer
(1 Photocopy)
- Latest accounts or tax Issuing Bank/Bureau of Internal Revenue
declaration, if self-employed (BIR)
(1 Photocopy)
▪ Savings Deposits Issuing Bank

- Bank Statements (1 Photocopy)
▪ Property Sale Issuing Agent/Registry of Deeds/Land

- Contract of Sale (1 Photocopy) Registration Authority (LRA)
- Deed of Title (1 Photocopy)
▪ Sale of Shares or Other Concerned entity wherein member has

Investment engagement
- Contract (1 Photocopy)
- Statement of Account
(1 Photocopy)
- Transaction
Receipt/Confirmation
(1 Photocopy)
- Shareholder’s Certificate
(1 Photocopy)
▪ Loan Concerned entity wherein member has

- Loan Agreement (1 Photocopy) engagement
▪ Company Sale Property/company owner

- Contract of Sale (1 Photocopy)
160
▪ Company Profits/Dividends Concerned entity wherein member has
- Latest Audited Financial engagement/BIR
Statements (1 Photocopy)
- Latest Management Account
(1 Photocopy)
- Board Directors Approval
(1 Photocopy)
- Dividend Distribution
(1 Photocopy)
- Tax Declaration Form
(1 Photocopy)
▪ Gift Donor
- Letter from Donor (explaining
the reason for the gift and the
source of donor’s wealth
(1 Original)
- Certified Identification
Documents of the Donor
(1 Photocopy)
- Donor’s source of wealth
(1 Photocopy)
▪ Maturity Surrender Policy Concerned entity wherein member has

- Policy (1 Photocopy) engagement
▪ Other Income Sources Member

Appropriate supporting
documentation (1 Photocopy)
FEES
CLIENT STEPS TO BE
PAID
1. Proceed to the 1. Provide a queue None 30 Minutes* Information Officer
Information number for the Branch
Officer, get a desired
and wait for the
number to be
called.
161
2. Submit the MP2 2. Receive the None 5 Minutes Marketing
Enrollment Form MP2 Enrollment Specialist
and the required Form and the Member Services I
documents to the required - Marketing and
Sales - Branch
Marketing documents from
Specialist. the member.

enrollment
form and check
the following:
- Ensure that the
applicant has
an assigned
Pag-IBIG MID
Number and
with posted
Pag-IBIG
membership
savings (MS).
- For pensioners,
check the
member’s
record and
ensure that
he/she had at
least 24
monthly
savings prior to
his/her
retirement.
NOTE:
For disqualified
application, a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the concerned
member.
162
2.2 Explain the None 5 Minutes Marketing
terms and Specialist
conditions of Member Services I
the program. - Marketing and
Sales - Branch
2.3 Process the None 10 Minutes

enrollment and
encode the
member’s
details in the
system.

system-
generated
MP2EF
reflecting the
MP2 Account
Number to the
concerned
member.
2.5 Advise the None 5 Minutes

concerned
member to
submit the
MP2EF to his
employer to
initiate
payment of
MP2 savings
through salary
deduction.
1 Hour and 30
TOTAL None
Minutes
163
14. Issuance of Disbursement Cards to Qualified Member-
Applicant
This refers to the issuance of Disbursement Cards to qualified Pag-IBIG member-
applicant who opt to release his/her loan proceeds thru the said mode.
This service shall start from the receipt of enrollment form, as applicable, up to the
issuance of Disbursement Cards to the qualified Pag-IBIG member-applicant.
Office or Member Services II - Frontline Servicing - Branch
Division:
Type of
Transaction:
Who may avail: Qualified Pag-IBIG Member-Applicant
1. Disbursement Card Application/ Pag-IBIG Fund Branch
Enrollment Form (1 Original)
2. One (1) valid ID (1 Photocopy) Qualified Pag-IBIG Member-Applicant
NOTE: In all instances wherein photocopies are submitted, the original documents must
FEES
CLIENT STEPS TO BE
PAID
1. Apply for the 1. Explain the None 5 Minutes Member Services
disbursement terms and Officer
card as the conditions of Member Services II -
mode for the issuance of Frontline Servicing -
release of disbursement Branch
his/her card to the
approved loan member-
proceeds. applicant.
1.1 Inform the None 5 Minutes

member-
applicant that
the cost of
disbursement
card shall be
deducted from
his/her loan
proceeds.
164
1.2 Issue the None 5 Minutes Member Services
Disbursement Officer
Card Member Services II -
Application/ Frontline Servicing -
Branch
Enrollment
Form to the
member-
applicant.
2. Submit the 2. Receive and None 45 Minutes Member Services

required check the Officer
documents. completeness Member Services II -
of the required Frontline Servicing -
Branch
documents.

Disbursement
Card/Package
Unit ID (PUID)
and PIN Mailer
to the
member-
applicant.
2.2 For member- None 15 Minutes

applicant with
existing
disbursement
card, encode
the
disbursement
card number/
PUID in the
system and
verify the
expiration date
of
disbursement
card.
165
NOTE:
If expired,
member-applicant
may opt to
replace/avail a
new disbursement
card from different
partner bank.
Processing shall
go to Process
Step 1 to 2.1.
2.3 Ensure the None 30 Minutes Member Services

correctness of Officer
encoded Member Services II -
disbursement Frontline Servicing -
Branch
card number/
PUID against
the photocopy
of the
card/PUID.
2.4 Request the None 30 Minutes

member-
applicant to
submit a
photocopy of
the
disbursement
card.
3. Provide the 3. Upon receipt of None 5 Minutes Member Services

photocopy of photocopy of Officer
disbursement disbursement Member Services II -
card. card, indicate Frontline Servicing -
Branch
the
disbursement
card number in
STL application.
166
NOTE:
On scheduled
date, the Member
Services Officer
(Frontliner) shall
transmit the
Disbursement
Card Application/
Enrollment Form
to the partner
banks, as
applicable.
2 Hours and 25
TOTAL: None
Minutes
NOTES:
1. For member-applicant with existing disbursement card, encode disbursement card
number/PUID in the system to verify its expiration date. The system shall
automatically determine if disbursement card is expired or not.
2. The member-applicant may opt to replace/avail a new disbursement card from
different partner bank or change the mode of release.
3. For some partner banks who do not require the Disbursement Card
Application/Enrollment Form, the mandatory information from the qualified member-
applicant were already incorporated in the Multi-Purpose Loan Application Form
(MPLAF, HQP-SLF-065)/Calamity Loan Application Form (CLAF, HQP-SLF-066).
167
15. Issuance of Pag-IBIG Loyalty Card Plus
The Pag-IBIG Fund Loyalty Card Program provides the eligible Pag-IBIG Fund member
an added benefits and savings in the form of discounts and rewards points through the
purchase of their priority needs from the accredited partner-merchants. The said Program
also provides convenience to the members availing of loans, provident benefits claim,
and/or MP2 annual dividend payout by handling the proceeds of their
loans/claims/dividends credited directly to their Pag-IBIG Fund Loyalty Card Plus thus,
making it a Loyalty Card and Disbursement Card at the same time. Further, the Program
serves as a tool in updating the members’ database at no extra cost to the Fund.
This service shall start from the receipt of Pag-IBIG Loyalty Card Plus Application Form
up to the issuance of Pag-IBIG Loyalty Card Plus to the member.
Division: ▪ Accredited Partner-Bank
Type of
Transaction:
Who may avail: The Program is open to all Pag-IBIG member who satisfy the
following:
 With Pag-IBIG MID Number
 Membership status is active
 Membership record is updated
1. Pag-IBIG Loyalty Card Plus Pag-IBIG website (www.pagibigfund.gov.ph)
Application Form (HQP-PFF-108) or in any Pag-IBIG Fund Branch
(1 Original)
PSA or Employer
FEES
CLIENT STEPS TO BE
PAID
Officer, get a for Pag-IBIG
queue number Loyalty Card
and wait for the Plus
number to be enrollment.
called.
168
accomplished Pag-IBIG Specialist
Pag-IBIG Loyalty Card Member Services I
Loyalty Card Plus - Marketing and
Sales - Branch
Plus Application
Application Form and the
Form and the required
required document from
document to the member.
the Marketing
Specialist.

application
form and check
the following:
- If the form is
completely
filled-out.
- If the
member is
registered
and with
assigned
Pag-IBIG
MID Number.
- If the
membership
status is
active.
- If the
member’s
record is
updated.
2.2 Advise the None 30 Minutes*

member to
proceed to the
Partner-Bank
Operator for
the enrollment.
169
3. Present the 3. Receive the None 5 Minutes Partner Bank
Pag-IBIG Pag-IBIG Operator
Loyalty Card Loyalty Card Accredited Partner-
Plus Plus Bank
Application Application
Form and the Form and the
required required
document to document
the Partner- from the
Bank member.
Operator for
data
capturing
and card
printing.

member’s
details in the
system and
request the
member to
pay the
corresponding
card fee.
4. Pay the 4. Prepare and PHP125.00 3 Minutes Partner Bank

amount due issue an Operator
for the card Official Accredited Partner-
fee to the Receipt to the Bank
Partner-Bank concerned
Operator. member.
4.1 Encode/ None 10 Minutes

capture the
member’s
information,
photo and
biometrics.
170
4.2 Prior to None 2 Minutes Partner Bank
printing, Operator
ensure the Accredited Partner-
correctness Bank
of the
member’s
information to
be printed on
the card.
4.3 Print the None 5 Minutes

Pag-IBIG
Loyalty Card
Plus.

Pag-IBIG
Loyalty Card
Plus
together with
the PIN
Mailer and
envelope kit
to the
member.
4.5 Require the None 2 Minutes

member to
sign in a log
sheet as
acknowledge
ment receipt
of the card.
2 Hours, 2
TOTAL: Php125.00
Minutes
* The time indicated shall include waiting time of the transacting client and shall depend on the number on
queue.
171
16. Issuance of Payment Order Form (POF) and Acceptance of
Remittance for Membership Savings (MS)/Payment of Loan
Amortization and Other Amounts Due to the Fund Through
Over-The-Counter (OTC)
This service allows the Payor to remit/pay various amounts due or voluntary savings to
the Fund through over-the-counter (OTC). This covers various provident-related payment
transactions, which shall not be limited to the following:
1. Savings-related
▪ Membership Savings (MS)
▪ Modified Pag-IBIG II (MP2)
2. Short-Term Loan (STL)-related

▪ Multi-Purpose Loan (MPL)
▪ Calamity Loan
3. Housing-related
▪ Housing Loan (HL) amortization

▪ Full payment of HL obligation
▪ HL processing fee
▪ Appraisal fee
▪ Conversion cost
4. Disposal of Pag-IBIG Fund Acquired Assets
▪ Full payment of selling price

▪ Reservation fee
▪ Down payment/Bidder’s Bond
▪ Equity
▪ Processing Fee (for sale through long-term installment to be paid upon
submission of requirements)
▪ Advance Sales/Redemption Insurance (MRI/SRI) premiums
▪ Advance Fire and Allied Perils Insurance (FAPI) premiums
▪ Interim interest
▪ Monthly installment (for short-term installment)
▪ Advance monthly installment
▪ Monthly rental
▪ Advance rent (for lease with option to purchase, upon signing of contract of
lease)
▪ Security deposit (for lease with option to purchase, upon signing of contract of
lease)
▪ Cash bond (for negotiated sale-bulk sale)
172
5. Other Amounts due
▪ Corresponding penalties due to remittance beyond due date
▪ Re-filing or re-evaluation of HL application
▪ Inspection in excess of four (4) inspections for accounts with staggered releases
(e.g., home improvement and house construction)
▪ Handling fee per additional Check issued for split payment of HL proceeds
▪ Accounts Receivable from Member due to over payment
▪ Loyalty Card Fee
This service shall start from the receipt of the supporting documents from the Payor for
the issuance of Payment Order Form (POF) up to the issuance of Pag-IBIG Fund Official
Receipt (PFOR) to the Payor.
Division: ▪ Member Services II - Frontline Servicing - Branch
▪ Branch Support - Branch
Type of
Transaction:
Who may avail:Pag-IBIG Fund members/member-borrowers and non-Pag-IBIG
members (only for sale of Acquired Assets through cash or short-
term installment [12 months])
A. REQUIREMENTS FOR ISSUANCE OF PAYMENT ORDER FORM (POF)
For Individual Payor, any of the
following:
1. Latest Pag-IBIG Fund Official Member/Member-Borrowers/Non-Pag-IBIG
Receipt (PFOR, 1 Original or Members
1 Photocopy)
2. Monthly Short-Term Loan Pag-IBIG Fund

(STL)/Housing Loan (HL) Billing
Statement (MSBS/MHBS)
(1 Original or 1 Photocopy)
3. Statement of Accounts Receivable Pag-IBIG Fund

from Member (1 Original or
1 Photocopy)
For Employer, submit the following Pag-IBIG Fund website

documents depending on the type (www.pagbigfund.gov.ph) or in any
of payment, in soft copy: Pag-IBIG Fund Branch
1. For MS, Membership Savings
Remittance Form (MSRF,
HQP-PFF-053)
173
2. For STL, Short Term-Loan
Remittance Form (STLRF,
HQP-SLF-017)
3. For HL, Statement of Payroll

Deduction/Housing Loan
Amortization Remittance Form
(HLARF)
B. REQUIREMENTS FOR REMITTANCE OF MS/PAYMENT OF LOAN

AMORTIZATION AND OTHER AMOUNTS DUE TO THE FUND
Payment Order Form (POF) (1 Original) Pag-IBIG Fund Branch
▪ For provident-related,
(HQP-PFF-100)
▪ For housing-related,
 Developer, HQP-HLF-027
 ROPA, HQP-AAF-006
 Appraisal Fee, HQP-WLF-185
FEES
CLIENT STEPS TO BE
PAID
A. ISSUANCE OF PAYMENT ORDER FORM (POF)
1. On or before 1. Provide a None 3 Minutes Marketing/
the scheduled queue number Customer
date of for the desired Support Assistant
remittance/ transaction. Member Services
payment, I - Marketing and
Sales - Branch
proceed to
Information
Desk to get the
queuing
number.
1.1 Proceed to 1.1 Determine the None 15 Minutes Member Services

Frontline type of Officer
Servicing transaction Member Services
Counter to the payment II - Frontline
request for is intended Servicing -
Branch
Payment Order
Form (POF)
and wait for the
number to be
called.
174
1.2 Request the None 5 Minutes Member Services
Payor to Officer
present Member Services
and/or submit II - Frontline
Servicing -
any of the
Branch
following, per
type of
transaction:
For Individual
Payor (IP),
whichever is
applicable
▪ Latest PFOR
▪ MSBS/MHBS
▪ Statement of
Accounts
Receivable
from Member
For Employer
▪ For MS, MSRF
▪ For STL,
STLRF
▪ For HL,
Statement of
Payroll
Deduction/
HLARF

uploaded file
submitted by
the employer
and ensure the
correctness of
Pag-IBIG MID
No. and
amount to be
paid.
175
NOTE: Member Services
If payment is thru Officer
Check, the Member Services
amount reflected II - Frontline
Servicing -
in the remittance
Branch
file should match
with the amount
indicated in the
Check.

issue POF to
Payor or
Employer.
2. Receive the 2. Advise the None 5 Minutes Member Services

POF from Payor or Officer
Member Employer to Member Services
Services proceed to II - Frontline
Servicing -
Officer. payment
Branch
counter and
present POF/
other
supporting
documents, as
applicable, for
remittance/
payment.
TOTAL: None 48 Minutes

B. ACCEPTANCE OF MS REMITTANCE/LOAN AMORTIZATION PAYMENT AND
OTHER AMOUNTS DUE TO THE FUND
3. Submit POF to 3. Upon receipt of None 5 Minutes Cashier
Cashier. POF and/or Branch Support -
supporting Branch
documents (as
applicable),
access the
system and
encode the
POF Number/
Borrower’s
Name.
176
3.1 Ensure that None 5 Minutes Cashier
details Branch Support -
reflected in the Branch
system are
matched with
POF.
4. Remit MS/ 4. Receive actual Depends 1 Minute Cashier

pay loan Cash/Check on the Branch Support -
amortization from Payor or amount Branch
and other Employer. due per
amounts due to type of
the Fund and transac-
receive PFOR. tion
4.1 Ensure that None 20

Cash/Check Minutes
received is (Cash and
matched with dated Check)
the amount
being paid.
NOTE: 25 Minutes
For check (Postdated
payment, the Check)
information
indicated in the
Check such as
Check Number
and Bank’s Name
must be encoded.

sign
Pag-IBIG Fund
Official Receipt
(PFOR, HQP-
TMF-015).
4.3 Issue PFOR to None 1 Minute

Payor/
Employer.
177
TOTAL: Depends
on the
Cash and Dated Check amount 35 Minutes
due per
type of
Postdated Check 40 Minutes
transact-
tion
NOTES:
1. For Payor with invalid Pag-IBIG MID No., the Payment Screener may use the
member’s name with date of birth to get the member’s details.
2. Once the Payor’s details have been encoded, the system shall automatically:
▪ Verify the validity of Payor’s Pag-IBIG MID No.
▪ Determine the Branch the payment is due.
3. If the employer has employees without assigned Pag-IBIG MID No., advise the
employer that the member’s payment shall not be posted in the employee’s
subsidiary ledger (SL).
4. Employer must submit a revised MSRF/STLRF reflecting a complete Pag-IBIG MID
Nos. of its concerned employees.
5. The system will automatically capture the “period covered” and “amount due”
reflected in the uploaded file.
6. The uploaded remittance file shall appear in the Payment Order Form Screening
Window.
7. The system will automatically match the amount encoded in the system against the
amount reflected in remittance file. If the amount encoded does not match, the
remittance file shall not be served.
8. The uploading of remittance file shall proceed once the information of the member
is updated.
9. The system will automatically compute the total amount due for HL amortization.
10. For payment of HL amortization, the borrower shall be advised that for his/her
succeeding payment, he/she may pay his/her HL amortization to the Fund’s
accredited collecting partners such as Bayad Center, SM Business Center, etc.
11. For remittance/payment using Post-dated Check (PDC), an Acknowledgement
Receipt (AR) (HQP-TMF-165) shall be issued to the Payor upon receipt of
remittance/payment.
178
17. Membership Registration at the Branch (Employee-Assisted)
The membership registration enables the employed and/or self-employed individuals to

register with the Fund and secure their Pag-IBIG Membership ID (MID) Number. The
membership registration with the Fund may either be mandatory or voluntary.
This service shall start from the registration at the Pag-IBIG Branch kiosk up to the
issuance of Pag-IBIG MID Number.
Type of G2C – Government to Client
Transaction:
Who may avail: Mandatory Coverage:
Coverage under the Fund shall be mandatory to the following:
▪ All employees who are or ought to be covered by the Social

Security System (SSS), provided that actual membership in the
SSS shall not be a condition precedent to the mandatory
coverage in the Fund. It shall include, but are not limited to:
 A private employee, whether permanent, temporary, or

provisional who is not over sixty (60) years old;
 A household helper earning at least P1,000.00 a month. A
household helper is any person who renders domestic
services exclusively to a household such as a driver,
gardener, cook, governess, and other similar occupations;
 A Filipino seafarer upon the signing of the standard contract
of employment between the seafarer and the manning
agency, which together with the foreign ship owner, acts as
the employer;
 A self-employed person regardless of trade, business or
occupation, with an income of at least P1,000.00 a month
and not over sixty (60) years old;
▪ All employees who are subject to mandatory coverage by the

Government Service Insurance System (GSIS), regardless of
their status of appointment, including members of the judiciary
and constitutional commissions;
▪ Uniformed members of the Armed Forces of the Philippines, the
Bureau of Fire Protection, the Bureau of Jail Management and
Penology, and the Philippine National Police;
▪ Filipinos employed by foreign-based employers, whether they
are deployed here or abroad or a combination thereof.
179
Voluntary Coverage:
An individual at least 18 years old but not more than 65 years old
may register with the Fund under voluntary membership. However,
said individual shall be required to comply with the set of rules and
regulations for Pag-IBIG members including the amount of
contribution and schedule of payment. In addition, they shall be
subject to the eligibility requirements in the event of availment of
loans and other programs/benefits offered by the Fund.
The following shall be allowed to apply for voluntary membership:
▪ Non-working spouses who devote full time to managing the

household and family affairs, unless they also engage in another
vocation or employment which is subject to mandatory
coverage, provided the employed spouse is a registered
Pag-IBIG member and consents to the Fund membership of the
non-working spouse;
▪ Filipino employees of foreign government or international
organization, or their wholly owned instrumentality based in the
Philippines, in the absence of an administrative agreement with
the Fund;
▪ Employees of an employer who is granted a waiver or
suspension of coverage by the Fund under RA 9679;
▪ Leaders and members of religious groups;
▪ A member separated from employment, local or abroad, or
ceased to be self-employed but would like to continue paying
his/her personal contribution. Such member may be a
pensioner, investor, or any other individual with passive income
or allowances;
▪ Public officials or employees who are not covered by the GSIS
such as Barangay Officials, including Barangay Chairmen,
Barangay Council Members, Chairmen of the Barangay
Sangguniang Kabataan, and Barangay Secretaries and
Treasurers;
▪ Such other earning individuals/groups as may be determined by
the Board by rules and regulations.

None None
180
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for
the number to
be called.
2. Register online 2. Assist the None 15 Minutes Marketing

using the registrant in Specialist
dedicated registering online Member Services
computers for using the I - Marketing and
Sales - Branch
online dedicated
registration. computers.
2.1 At cut-off period, None 2 Working Data Center

the system shall Days Department
perform deduping (DCD)
process prior
assignment of
Pag-IBIG MID
number.
2 Working
TOTAL None Days and 45
Minutes
NOTES:
1. Upon successful registration, registrant with registered cellphone number will
receive a Short Message Service (SMS) notification informing him/her of the
Registration Tracking Number (RTN). Once the Pag-IBIG MID number is available,
the registrant will receive an instruction on how to get the Pag-IBIG MID Number
through SMS.
2. The registrant without a registered cellphone number may get their Pag-IBIG MID
number through the Pag-IBIG Hotline or at any Pag-IBIG Fund branch after three
(3) Working Days upon successful registration.
 The registrant may call the telephone number 8724-4244 and request his/her
Pag-IBIG MID number, provided that the registrant shall be able to answer at least
three (3) security questions correctly, to establish his/her identity.
 The registrant may also visit any Pag-IBIG Fund Branch and present one (1) valid
ID to request his/her Pag-IBIG MID number.
181
18. Membership Registration Through Submission of MDF
The membership registration enables the employed and/or self-employed individuals to
register with the Fund and secure their Pag-IBIG Membership ID (MID) Number.
Membership registration may either be mandatory or voluntary.
This service shall start from the receipt of accomplished Member’s Data Form (MDF) up
to the issuance of Pag-IBIG MID Number.
Type of G2C – Government to Client
Transaction:
Who may avail: Mandatory Coverage:
Coverage under the Fund shall be mandatory to the following:
▪ All employees who are or ought to be covered by the Social

Security System (SSS), provided that actual membership in the
SSS shall not be a condition precedent to the mandatory
coverage in the Fund. It shall include, but are not limited to:
 A private employee, whether permanent, temporary, or

provisional who is not over sixty (60) years old;
 A household helper earning at least P1,000.00 a month. A
household helper is any person who renders domestic
services exclusively to a household such as a driver, gardener,
cook, governess, and other similar occupations;
 A Filipino seafarer upon the signing of the standard contract of
employment between the seafarer and the manning agency,
which together with the foreign ship owner, acts as the
employer;
 A self-employed person regardless of trade, business or
occupation, with an income of at least P1,000.00 a month and
not over sixty (60) years old;
▪ All employees who are subject to mandatory coverage by the

Government Service Insurance System (GSIS), regardless of
their status of appointment, including members of the judiciary
and constitutional commissions;
▪ Uniformed members of the Armed Forces of the Philippines, the
Bureau of Fire Protection, the Bureau of Jail Management and
Penology, and the Philippine National Police;
182
▪ Filipinos employed by foreign-based employers, whether they
are deployed here or abroad or a combination thereof.
Voluntary Coverage:
An individual at least 18 years old but not more than 65 years old
may register with the Fund under voluntary membership. However,
said individual shall be required to comply with the set of rules and
regulations for Pag-IBIG members including the amount of
contribution and schedule of payment. In addition, they shall be
subject to the eligibility requirements in the event of availment of
loans and other programs/benefits offered by the Fund.
The following shall be allowed to apply for voluntary membership:
▪ Non-working spouses who devote full time to managing the

household and family affairs, unless they also engage in another
vocation or employment which is subject to mandatory
coverage, provided the employed spouse is a registered Pag-
IBIG member and consents to the Fund membership of the non-
working spouse;
▪ Filipino employees of foreign government or international
organization, or their wholly owned instrumentality based in the
Philippines, in the absence of an administrative agreement with
the Fund;
▪ Employees of an employer who is granted a waiver or
suspension of coverage by the Fund under RA 9679;
▪ Leaders and members of religious groups;
▪ A member separated from employment, local or abroad, or
ceased to be self-employed but would like to continue paying
his/her personal contribution. Such member may be a
pensioner, investor, or any other individual with passive income
or allowances;
▪ Public officials or employees who are not covered by the GSIS
such as Barangay Officials, including Barangay Chairmen,
Barangay Council Members, Chairmen of the Barangay
Sangguniang Kabataan, and Barangay Secretaries and
Treasurers;
▪ Such other earning individuals/groups as may be determined by
the Board by rules and regulations.

Member’s Data Form Pag-IBIG website (www.pagibigfund.gov.ph)
(MDF, HQP-PFF-039) (1 Original) or in any Pag-IBIG Fund Branch
183
FEES
CLIENT STEPS TO BE
PAID
and wait for the
number to be
called.

accomplished MDF and Specialist
MDF to the encode the data Member Services I
Marketing in the system. - Marketing and
Sales
Specialist.
2.1 At cut-off None 2 Working Data Center
period, the Days Department (DCD)
system shall
perform
deduping
process prior
assignment of
Pag-IBIG MID
number.
2 Working
TOTAL None Days and 45
Minutes
NOTES:
1. Upon successful registration, registrant with registered cellphone number will
receive a Short Message Service (SMS) notification informing him/her of the
Registration Tracking Number (RTN). Once the Pag-IBIG MID number is available,
the registrant will receive an instruction on how to get the Pag-IBIG MID Number
through SMS.
2. The registrant without a registered cellphone number may get their MID number
through the Pag-IBIG Hotline or at any Pag-IBIG Fund branch after three (3)
Working Days upon successful registration.
 The registrant may call the telephone number 8724-4244 and request his/her
Pag-IBIG MID number, provided that the registrant shall be able to answer at least
three (3) security questions correctly, to establish his/her identity.
 The registrant may also visit any Pag-IBIG Fund branch and present one (1) valid
ID to request his/her Pag-IBIG MID number.
184
19. Process Enrollment of Employer to the Electronic
Submission of Remittance Schedule (eSRS) Facility
This service refers to the enrollment process of employers with thirty (30) and below
employees and their respective authorized users to the eSRS Facility of the Fund. This
aims to facilitate the online submission of remittance schedule of employers.
This service shall start from the receipt of eSRS Employer Enrollment Form from the
Employer up to the approval of the said enrollment.
Office or
Member Services II - Frontline Servicing - Branch
Division:
Type of G2C - Government to Client
Transaction:
Who may avail: Employer with employees thirty (30) and below
1. eSRS Employer Enrollment Form Pag-IBIG Fund website
(HQP-TMF-190) (1 Original) (www.pagibigfund.gov.ph) or in any Pag-IBIG
Fund Branch
2. Specimen Signature Form (SSF, Pag-IBIG Fund website

HQP-PFF-003) (www.pagibigfund.gov.ph) or in any Pag-IBIG
(1 Original, 1 Photocopy) Fund Branch
FEES
CLIENT STEPS TO BE
PAID
1. Visit the 1. Upon receipt of None 15 Minutes Member Services
Pag-IBIG Fund the Officer
website at accomplished Member Services
www.pagibigfu eSRS Employer II - Frontline
Servicing -
nd.gov.ph Enrollment
Branch
Form, access
1.1 Select the the PFMS
“Downloadable system and
Form”. check the
completeness
1.2 Download and of details in the
accomplish the enrollment form
eSRS against the
Employer registration
Enrollment information in
Form. the system.
185
1.3 Nominate an 1.1 Verify the None 15 Minutes Member Services
authorized signature of Officer
user. the Employer Member Services II
or the - Frontline
Servicing – Branch
authorized
personnel in
the enrollment
form against
the SSF.
1.4 Sign and 1.2 Ensure that the None 5 Minutes

submit the employees
eSRS have
Employer Pag-IBIG MID
Enrollment Number.
Form to the
Pag-IBIG 1.3 Generate None 20 Minutes
Servicing monthly
Branch. remittance
template based
on previous
remittance
details.
1.4 Save Employer None 5 Minutes

enrollment in
the system.
NOTE:
The system shall
automatically
send an email
notification to the
employer
concerning
approval of
enrollment to the
Employer’s
authorized user or
user account
access.
TOTAL: None 1 Hour
186
NOTES:
1. The following data elements are mandatory during enrollment:
▪ Pag-IBIG Employer ID (ERID) Number
▪ Employer/Business Name
▪ Pag-IBIG Servicing Branch
▪ Employer Address
▪ Contact Details
▪ Employer Authorized User
- Pag-IBIG MID Number
- Name
- Designation
- User Name
- Email Address
- Cell Phone Number
2. The Employer must nominate an authorized user as required during the enrollment.
3. Submission of the accomplished form shall be done by the Employer himself or his
authorized personnel.
4. The signature of employer or authorized signatory can be viewed through the
Specimen Signature Form (SSF) Viewer under the Integrated Records and
Information Management Department (IRIMD) Portal.
5. The Household Employer shall register to Pag-IBIG Fund via KURS (Kasambahay
Unified Registration System) prior to enrollment to eSRS facility.
6. Pag-IBIG Branches currently cater Employers with thirty (30) and below employees
for eSRS facility to avoid delays on the generation of Payment Instruction Form (PIF)
or remittance file/s.
187
20. Request for the Accreditation of the Fund Coordinator (FC)
A Fund Coordinator refers to the person that liaises between the Pag-IBIG Fund and the
employer of a business with more than fifty (50) employees, to communicate and
coordinate with the Fund’s activities.
The accredited Fund Coordinator shall:
 Act as the official representative of the company in its official transaction with the
Fund;
 Ensure that their employees have Pag-IBIG Members Identification (MID) Number
prior submission of remittance list of their employees to the Fund;
 Serve as an official link between the Fund and employee-members about the Fund
programs and activities;
 Facilitate participation of employer in Pag-IBIG programs; and
 Attend all meetings/forums/assemblies called by the Fund.
This service shall start from receipt of Fund Coordinator Nomination Form up to the
issuance of Fund Coordinator Identification Card to the concerned Fund Coordinator
(FC).
Office or
Member Services I - Marketing and Sales - Branch
Division:
Type of
Transaction:
Who may avail: The nominee for Fund Coordinator must:
▪ Be a regular employee of the company with sufficient discretion
preferably from the Human Resource Department or
Accounting Department;
▪ Be capable of imparting information to co-employees;
▪ Be of known probity;
▪ Be an active Pag-IBIG Fund member under the company s/he
represents and if with existing Short-Term Loan (STL), the
account must be updated; and
▪ Have an active official email account.
1. Fund Coordinator Nomination Pag-IBIG website (www.pagibigfund.gov.ph) or
Form (FCNF, HQP-PFF-067) in any Pag-IBIG Fund Branch
(2 Original)
2. Company ID (1 Photocopy) and DFA, LTO, PRC, NBI, Local Police Station, Post
valid ID acceptable to the Fund Office, COMELEC, Barangay, GSIS, SSS, LGU,
(1 Photocopy) OWWA, POEA, MARINA, BI, Govt.
Office/GOCC, NCWPD, DSWD, IBP, PSA or
Employer
188
3. Valid ID of Head of Office or DFA, LTO, PRC, NBI, Local Police Station,
Authorized Signatory Post Office, COMELEC, Barangay, GSIS, SSS,
(2 Photocopy) LGU, OWWA, POEA, MARINA, BI, Govt.
Employer
4. Latest 1x1 ID photo (2 Original) Fund Coordinator
FEES
CLIENT STEPS TO BE
PAID
1. Proceed to 1. Provide a None 30 Minutes* Information Officer
the queue number Branch
Information for the desired
queue
number and
wait for the
number to be
called.
accomplished duly Specialist
FCNF and accomplished Member Services I
the required FCNF and the - Marketing and
Sales - Branch
documents to required
the Marketing documents
Specialist. from the
applicant.
2.1Check the None 10 Minutes
correctness of
FC’s details
and
authenticity of
signature of the
authorized
signatory in the
nomination
form against
the Specimen
Signature Form
(SSF) on file or
in the intranet
portal.
189
2.2 Determine the None 2 Hours Marketing
eligibility of the Specialist
nominee based Member Services I
on the eligibility - Marketing and
Sales - Branch
requirement.
NOTE:
For disqualified
applications,
issue Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
to the concerned
employer.
2.3 Review and None 1 Working Day** Supervising

approve the Member Services
nomination Officer (SMSO)
form. Member Services I
- Marketing and
Sales - Branch
Branch Head
2.4 Prepare and None 1 Working Day** Marketing

issue the Letter Specialist/
to Employer re: Supervising
Issuance of FC Member Services
ID and FC Officer
(SMSO)/Branch
Identification Head
Card to the Member Services I
concerned - Marketing and
employer. Sales - Branch
2 Working Days
TOTAL: None and 2 Hours
and 45 Minutes
190
21. Request for Certificate of Full Payment
The Certificate of Full Payment (HQP-SLF-057) is a certification issued to members with

fully paid Multi-Purpose Loan (MPL) or Calamity Loan. The same shall be issued to the
concerned member upon request.
This service shall start from the receipt of request from the member up to the issuance of
Certificate of Full Payment.
Division: ▪ STL Accounting Division - Technical and Administrative Support
(STLAD-TAS)
Type of
Transaction:
Who may avail: All Pag-IBIG Members
1. Request Slip (HQP-PFF-369) Pag-IBIG website (www.pagibigfund.gov.ph) or
(2 Original) in any Pag-IBIG Branch
2. Valid ID acceptable to the Fund DFA, LTO, PRC, NBI, Local Police Station, Post
(1 Photocopy) Office, COMELEC, Barangay, GSIS, SSS,
LGU, OWWA, POEA, MARINA, BI, Govt.
Employer
FEES
CLIENT STEPS TO BE
PAID
and wait for
the number to
be called.
2. Submit the 2. Receive the None 5 Minutes Member Services

Request Slip Request Slip Officer
and the and the required Member Services II
required documents from - Frontline
documents to the member. Servicing - Branch
the Member
Services
Officer.
191
2.1 Access the None 5 Minutes Member Services
system and Officer
check the Member Services II
member’s - Frontline
Servicing - Branch
record against
the documents
submitted.
2.2 Verify and None 15 Minutes

ensure that the
Multi-Purpose
Loan (MPL)/
Calamity Loan
(CL) of the
concerned
member is
fully-paid.
NOTE:
In cases where
the member’s
existing MPL/CL
is not yet fully
paid, a Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the member-
borrower.
2.3 Affix a None 3 Minutes

signature on
the copy 2 of
the Request
Slip to
acknowledge
the receipt of
request and
indicate the
scheduled date
of release.
192
2.4 Issue the copy None 2 Minutes Member Services
2 of the Officer
Request Slip to Member Services II
the concerned - Frontline
Servicing - Branch
member.
2.5 Compile and None 1 Working

endorse all Day**
received
request to the
STLAD–TAS
on the
following
Working Day.
2.6 View the None 5 Minutes Accounts Specialist

member- STL Accounting
borrowers loan Division - Technical
details in the and Administrative
Support
system and
(STLAD-TAS)
ensure that the
member-
borrower’s
existing loan is
fully paid.
2.7 Prepare the None 3 Minutes

Certificate of
Full Payment.
2.8 Review and None 1 Working Head

approve/ Day** STL Accounting
disapprove the Division - Technical
Certificate of and Administrative
Full Payment Support
(STLAD-TAS)
and endorse to
the concerned
branch for
releasing.
193
3. On scheduled 3. Provide a None 30 Minutes* Information Officer
date of queue number Branch
release, for the desired
proceed to the transaction.
Information
Officer, get a
queue number
to claim the
requested
Certificate of
Full Payment
and wait for the
number to be
called.
4. Present the 4. Issue the None 5 Minutes Member Services

acknowledged Certificate of Officer
Request Slip to Full Payment Member Services II
the Member to the - Frontline
Servicing - Branch
Services concerned
Officer. member.
4.1 Receive the

Certificate of
Full Payment
to be issued
by the
Member
Services
Officer.
2 Working
TOTAL: None Days, 1 Hour
and 43 Minutes
194
22. Request for Certificate of No Short-Term Loan (STL)
Availment
The Certificate of No STL Availment (HQP-SLF-115) is a certification issued to members
with no record of Multi-Purpose Loan (MPL) or Calamity Loan (CL) as of date of request.
The same shall be issued to the concerned member upon request.
This service shall start from the receipt of request from the member up to issuance of the
certificate.
Office or
Division:
Type of
Transaction:
Employer
FEES
CLIENT STEPS TO BE
PAID
and wait for
the number to
be called.

Request Slip Request Slip Officer
and the and the required Member Services II
required documents from - Frontline
documents to member. Servicing - Branch
the Member
Services
Officer.
195
2.1 Access the None 5 Minutes Member Services
system and Officer
check the Member Services II
member’s - Frontline
Servicing - Branch
record against
the documents
submitted.

ensure that the
member has
no existing
Multi-Purpose
Loan (MPL)/
Calamity Loan
(CL).
NOTE:
In case the
member has an
existing MPL/CL,
a Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the member.
2.3 Affix a None 3 Minutes

signature on
the copy 2 of
the Request
Slip to
acknowledge
the receipt of
request and
indicate the
scheduled date
of release.
2.4 Issue the copy None 2 Minutes

2 of the
Request Slip to
the concerned
member.
196
2.5 Prepare and None 15 Minutes Member Services
facilitate the Officer
approval of the Member Services II
Certificate of - Frontline
Servicing - Branch
No STL
Availment.
2.6 Review and None 1 Working Supervising

ensure the Day** Member Services
correctness of Officer (SMSO)
details in the Member Services II
- Frontline
Certificate of
Servicing - Branch
No STL
Availment.
2.7 Sign the None 1 Working Branch Head

Certificate of Day**
No STL
Availment to
indicate
approval.

Information
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.
4. Present the 4. Issue the None 5 Minutes Member Services

acknowledged Certificate of Officer
Request Slip to No STL Member Services II
the Member Availment to - Frontline
Servicing – Branch
Services the concerned
Officer. member.
197
4.1 Receive the
Certificate of
No STL
Availment to
be issued by
the Member
Services
Officer.
2 Working
and 55 Minutes
198
23. Request for Computation of Total Provident Obligation of
Unregistered/Delinquent Employers (Employers with up to 3
Months in Arrears)
The Computation of Total Provident Obligation (HQP-PFF-176) is a system-generated

document reflecting the details of the total provident obligation of the concerned employer
with the Fund. The same shall be issued to the concerned employer upon request.
This service shall start from the receipt of request from the employer up to the issuance
of the Computation of Total Provident Obligations.
Office or
Division:
Type of
Transaction:
Who may avail: All employers whose business operations is supposed to be
mandatorily covered by Pag-IBIG Fund but failed to register with the
Fund.
2. Membership Savings Remittance Pag-IBIG website (www.pagibigfund.gov.ph) or

Form (MSRF, HQP-PFF-053) in any Pag-IBIG Branch
(softcopy)
3. Payroll for applicable period/SSS Employer

R-3 (1 Photocopy)
FEES
CLIENT STEPS TO BE
PAID
and wait for
the number to
be called.
199
2. Submit the 2. Receive the None 10 Minutes Marketing
Request Slip Request Slip Specialist
and the and the required Member Services I
required documents from - Marketing and
Sales - Branch
documents to the concerned
the Marketing employer.
Specialist.
2.1 Sign the copy 2 None 3 Minutes

of the Request
Slip to
acknowledge
the receipt of
request and
indicates
scheduled date
of release.

2 of the
request to the
concerned
employer.
2.3 On scheduled None 4 Working Days

date, perform
the validation
and
computation of
total provident
obligation.
2.4 Review the None 1 Working Supervising

details of the Day** Member Services
Computation of Officer (SMSO)
Total Provident Member Services I
Obligations - Marketing and
Sales - Branch
and sign the
document.
2.5 Review and None 1 Working Branch Head

sign the Day**
Computation of
Total Provident
Obligation.
200
Information
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.
4. Present the 4. Issue the None 5 Minutes Marketing

acknowledged Computation of Specialist
Request Slip Total Provident Member Services I
to the Obligation to - Marketing and
Sales - Branch
Marketing the concerned
Specialist. employer.
4.1 Receive the

Computation
of Total
Provident
Obligation to
be issued by
the Marketing
Specialist.
6 Working
and 20 Minutes
201
24. Request for Computation of Total Provident Obligation of
Unregistered/Delinquent Employers (Employers with More than 3
Months in Arrears)
The Computation of Total Provident Obligation (HQP-PFF-176) is a system-generated

document reflecting the details of the total provident obligation of the concerned employer
with the Fund. The same shall be issued to the concerned employer upon request.
This service shall start from the receipt of request from the employer up to the issuance
of the Computation of Total Provident Obligations.
Division: ▪ Billing and Collection - Technical and Administrative Support
(BCD-TAS)
Type of
Transaction:
Who may avail: All employers whose business operations is supposed to be
mandatorily covered by the Pag-IBIG Fund but failed to register
and/or remit the required Pag-IBIG monthly mandatory savings with
the Fund.
2. Membership Savings Remittance Pag-IBIG website (www.pagibigfund.gov.ph) or

Form (MSRF, HQP-PFF-053) in any Pag-IBIG Branch
(softcopy)
3. Payroll for applicable period/SSS Employer

R-3 (1 Photocopy)
FEES
CLIENT STEPS TO BE
PAID
and wait for
the number to
be called.
202
and the and the required Member Services I
required documents from - Marketing and
documents to the concerned Sales - Branch
the Marketing employer.
Specialist.
2.1 Sign the copy 2 None 3 Minutes

of the Request
Slip to
acknowledge
the receipt of
request and
indicate the
scheduled date
of release.

2 of the request
to the
concerned
employer.
2.3 Compile and None 1 Working

endorse all the Day**
received
requests for the
Computation of
Total Provident
Obligation with
more than 3
months in
arrears to the
BCD-TAS.
2.4 On scheduled None 15 Working Collection Officer

date, perform Days Billing and
the validation Collection Division -
and Technical and
Administrative
computation of
Support
total provident (BCD-TAS)
obligation.
203
2.5 Review the None 1 Working Supervising
details of the Day** Collection Officer
Computation of Billing and
Total Provident Collection Division -
Technical and
Obligation and
Administrative
sign the Support
document. (BCD-TAS)
2.6 Approve/ None 1 Working Division Chief III

disapprove the Day** Billing and
Computation of Collection Division -
Total Provident Technical and
Administrative
Obligation and
Support
endorse to the (BCD-TAS)
Branch for
releasing.

Information
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.

acknowledged Computation of Specialist
Request Slip Total Provident Member Services I
to the Obligation to - Marketing and
Sales - Branch
Marketing the concerned
Specialist. employer.
204
4.1 Get the
Computation
of Total
Provident
Obligation to
be issued by
the Marketing
Specialist.
18 Working
and 20 Minutes
205
25. Request for Issuance of Certificate of Employer Registration
(COER)
The Certificate of Employer Registration (COER) is a certificate issued to employers
which serves as proof of registration with Pag-IBIG Fund. The said document is issued to
registered employers upon payment of their initial remittance of membership savings.
This service shall start from the receipt of request from the employer/authorized
representative up to the issuance of the certificate.
Office or
Division:
Type of
Transaction:
Who may avail: Employer/Authorized Representative
1. Request Slip (HQP-PFF-369) Employer
(2 Original)
PSA or Employer
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for
the number to
be called.

Request Slip Request Slip and Specialist
and the the required Member Services
required document from I - Marketing and
document to employer/ Sales - Branch
the Marketing authorized
Specialist. representative.
206
2.1 Check the None 10 Minutes Marketing
authenticity of Specialist
the documents Member Services
submitted. I - Marketing and
Sales - Branch
2.2 Access the None 5 Minutes

system and
verify the
employer’s
registration
details.
employer’s
ledger and
ensure that the
concerned
employer has
remitted the
initial remittance
of the
membership
savings (MS) of
their employees
and has not
been previously
issued with
COER.
2.4 Sign the None 3 Minutes
Request Slip
(copy 2) to
acknowledge
the receipt of
request and
indicate the
scheduled date
of release.
Request Slip
(copy 2) to the
concerned
employer/
authorized
representative.
207
NOTE:
In case of
disqualification, a
Notice of
Disapproval of
Request Slip (HQP-
PFF-376) shall be
issued to the
Employer/
Authorized
Representative.
2.6Access the None 10 Minutes Marketing

COER template Specialist
and facilitate the Member Services
printing of the I - Marketing and
employer’s Sales - Branch
certificate and
Transmittal List.
2.7 Ensure the None 1 Working Day** Branch Head

correctness of
the details of
COER and sign
the Transmittal
List to indicate
approval.
2.8 Endorse the None 10 Minutes

printed COER to
the Area Head
for signature.
2.9 Affix initials on None 4 Working Area Head

the COER to Days**
indicate
approval and
return to the
concerned
Branch for
releasing.
208
3. On the 3. Provide a queue None 30 Minutes* Information
scheduled date number for the Officer
of release, desired Branch
Information
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.
4. Present the 4. Issue the COER None 5 Minutes Marketing

acknowledged to the employer/ Specialist
Request Slip to authorized Member Services
the Marketing representative. I - Marketing and
Sales - Branch
Specialist to
get the COER.
5 Working Days,
TOTAL: None 1 Hour and 55
Minutes
209
26. Request for Issuance of Pag-IBIG Clearance Certificate
The Pag-IBIG Clearance Certificate is a certificate issued to registered employer that

serve as proof of remittance of membership savings (MS) for a certain period and that the
concerned employer has no pending legal case filed at the time of the evaluation of
request.
representative up to the issuance of the clearance certificate.
Office or
Division:
Type of
Transaction:
1. Request Slip (HQP-PFF-369) Pag-IBIG website (www.pagibigfund.gov.ph)
(2 Original) or in any Pag-IBIG Branch
2. Latest Pag-IBIG Fund Official Pag-IBIG Fund or Collecting Agents

Receipt (PFOR) or any proof of
remittance (1 Photocopy)
3. List of Employees (1 Original) Employer
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for
the number to
be called.

Request Slip Request Slip and Specialist
required documents from I - Marketing and
documents to the employer/ Sales - Branch
the Marketing authorized
210
2.1 Access the None 5 Minutes Marketing
system and Specialist
verify the Member Services
employer’s I - Marketing and
Sales - Branch
details.
2.2 Sign the None 3 Minutes
Request Slip
(copy 2) to
acknowledge the
receipt of
Request Slip
and indicate the
scheduled date
of release.
Request Slip
(copy 2) to the
concerned
employer/
authorized
representative.
NOTE:
In case of
disqualification, a
Notice of
Disapproval of
Request Slip (HQP-
PFF-376) shall be
issued to the
Employer/
Authorized
Representative.
2.4 Access the None 5 Working Days
system and
verify the
following:
- If the
concerned
employer has
an existing
Pag-IBIG
Employer’s ID
number.
211
- If the
concerned
employer has
no arrearages
in remittance
of
membership
savings (MS).
- If the
concerned
employer has
no pending
legal case with
the Fund.
- If the
employer is
enrolled under
the Electronic
Payment and
Collection
Facility
(EPCF) or the
Electronic
Submission of
Remittance
Schedule
(eSRS).
2.5 Prepare and None 15 Minutes Marketing

facilitate the Specialist
approval of the Member Services
employer’s I - Marketing and
Sales - Branch
Pag-IBIG
Clearance
Certificate and
the supporting
documents.

details of the Member Services
Pag-IBIG Officer (SMSO)
Clearance Member Services
I - Marketing and
Certificate and
Sales - Branch
the supporting
documents.
212
2.7 Sign the None 1 Working Day** Branch Head
Pag-IBIG
Clearance
Certificate and
the supporting
documents to
indicate approval.
3. On scheduled 3. Provide a queue None 30 Minutes Information

date of release, number for the Officer
proceed to the desired Branch
Information transaction.
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.

acknowledged Pag-IBIG Specialist
Request Slip to Clearance Member Services
the Marketing Certificate and I - Marketing and
Specialist. the Letter to Sales - Branch
Employer re:
4.1 Get the Issuance of
Pag-IBIG Pag-IBIG
Clearance Clearance
Certificate to Certificate.
be issued by
the Marketing
Specialist.
6 Working Days,
Minutes
213
27. Request for Member’s Statement of Accumulated Value
(MSAV)
The Member’s Statement of Accumulated Value (MSAV) is a statement of a Pag-IBIG
member’s total savings with the Fund. The same maybe generated and issued upon
request of the member.
the MSAV.
Office or
Division:
Type of
Transaction:
1. Request Slip (HQP-PFF-369) Pag-IBIG website
(1 Original) (www.pagibigfund.gov.ph) or in any
Pag-IBIG Branch
2. Valid ID acceptable to the Fund
(1 Photocopy) DFA, LTO, PRC, NBI, Local Police Station,
Post Office, COMELEC, Barangay, GSIS,
PSA or Employer
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for the
number to be
called.

Request Slip Request Slip and Officer
and the required the required Member Services
document to the document from II - Frontline
Member the member. Servicing -
Branch
Services Officer.
214
2.1 Get the MSAV 2.1 Access the None 5 Minutes Member Services
to be issued by system and Officer
the Member check the Member Services
Services member’s record II - Frontline
Servicing -
Officer. against the
Branch
documents
submitted.

ensure that the
member’s record
is not subject for
reconciliation.
NOTE:
In case the account
is subject for
reconciliation, a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the member.
2.3 Generate the None 5 Minutes

Member’s
Statement of
Accumulated
Value (MSAV).
2.4 Issue the system None 5 Minutes

generated MSAV
to the concerned
member.
1 Hour and 10
TOTAL: None
Minutes
215
28. Request for Merging/Consolidation of Member’s Record
This service aims to aid the consolidation/merging of member’s record from various
employer/business.
The consolidation/merging of records shall start from the receipt of request to

consolidate/merge the member’s record up to the approval of the request.
Division: ▪ Membership Contributions Accounting Division - Technical and
Administrative Support (MCAD-TAS)
Type of
G2C - Government to Client
Transaction:
Member
1. Request for Consolidation/Merging Pag-IBIG Website (www.pagibigfund.gov.ph)
of Member’s Records or in any Pag-IBIG Branch
PSA or Employer
Filing through a Representative

1. Request for Consolidation/Merging Pag-IBIG Website (www.pagibigfund.gov.ph)
of Member’s Records or in any Pag-IBIG Branch
2. Notarized Special Power of Attorney Notary Public

PSA or Employer
216
FEES
PROCESSIN PERSON
G TIME RESPONSIBLE
PAID
Information desired
queue
number and
wait for the
number to be
called.

accomplished Request for Officer
Request for Consolidation/ Member Services II
Consolidation/ Merging of - Frontline
Servicing - Branch
Merging of Member’s
Member’s Record and the
Records and required
the required document from
document to the concerned
the Member member.
Services
Officer.
2.1 Get the 2.1 Sign the None 3 Minutes

acknowledged Request for
copy of the Consolidation/
Request (copy Merging of
2) that will be Member’s
issued by the Record (copy 2)
Member to acknowledge
Services the receipt of
Officer. the request and
indicate the date
of completion of
the request.
2.2 Issue copy 2 of None 2 Minutes

the request to
the concerned
member.
217
2.3 Compile and None 1 Working Member Services
endorse all the Day** Officer
received Member Services II
requests and - Frontline
Servicing - Branch
endorse to the
MCAD-TAS for
processing.
2.4 On scheduled None 15 Working Accounts Specialist

date, based on Days MC Accounting
the received Division -Technical
documents, and Administrative
Support
process the
(MCAD-TAS)
consolidation/
merging of
member’s
record.
2.5 Approve/ None 1 Working Division Chief III

disapprove Day** MC Accounting
consolidated/ Division -Technical
merged record. and Administrative
Support
(MCAD-TAS)
2.6 Scan and None 5 Minutes Accounts Specialist

forward the copy MC Accounting
of the approved Division -Technical
request form to and Administrative
Support
the requesting
(MCAD-TAS)
branch.
2.7 Inform the None 2 Minutes Member Services

concerned Officer
member that his Member Services II
record has been - Frontline
merged/ Servicing - Branch
consolidated
through any of
the following
mode:
218
▪ Fund
Coordinator
(FC)
▪ SMS
▪ Email
▪ Other
applicable
modes
17 Working
TOTAL: None Days and 52
Minutes
219
29. Request for Multi-Purpose Loan (MPL)/Calamity Loan (CL)
Balance
The STL Statement of Account is a statement that shows the total amount due from the
member-borrower as of certain cut-off date. The same shall be generated and issued to
the concerned member-borrower upon request.
the SOA.
Office or
Division:
Type of
Transaction:
Who may avail: Concerned member-borrower
PSA or Employer
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for
the number to
be called.

Request Slip Request Slip and Officer
required document from II - Frontline
document to the member- Servicing -
Branch
the Member borrower.
Services
Officer.
220
2.1 Get the SOA 2.1 Access the None 4 Minutes Member Services
to be issued system and Officer
by the check the Member Services
Member member- II - Frontline
Servicing -
Services borrower’s
Branch
Officer. record against
the documents
submitted.

member-
borrower’s STL
subsidiary
ledger and
ensure that the
same is
updated.
NOTE:
For accounts
subject for
reconciliation, a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the concerned
member-borrower.

member-
borrower’s
Statement of
Account (SOA).

system-
generated SOA
to the concerned
member-
borrower.
1 Hour and 9
TOTAL: None
Minutes
221
30. Request for Reprinting of Certificate of Employer’s
Registration (COER)
The Certificate of Employer Registration (COER) is a certificate issued to employers
which serves as proof of registration with Pag-IBIG Fund. The said document is issued to
registered employers upon payment of their initial remittance of membership savings.
However, concerned employers may request for reprinting of their COER.
representative up to the issuance of the certificate.
Office or
Division:
Type of
Transaction:
Employer
3. Notarized Affidavit of Loss Notary Public

(1 Original)
FEES
CLIENT STEPS TO BE
PAID
1. Proceed to the 1. Provide a None 30 Minutes* Information
Information queue number Officer
Officer, get a for the desired Branch
and wait for
the number to
be called.
222
and the and the Member Services I
required required - Marketing and
Sales - Branch
documents to documents
the Marketing from the
Specialist. employer/
authorized
representative.
2.1 Get the 2.1 Access the None 5 Minutes
acknowledged system and
copy of the verify the
Request (copy employer’s
2) that will be registration
issued by the details.
Member
Services
Officer.
employer’s
ledger and
ensure that
the concerned
employer has
remitted the
initial
remittance of
the
membership
savings (MS)
of his/her
employees.
NOTE:
In case of
discrepancy/
inconsistency, a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the Employer/
Authorized
Representative.
223
2.3 Sign the None 3 Minutes Marketing
Request Slip Specialist
(copy 2) to Member Services
acknowledge I - Marketing and
Sales - Branch
the receipt of
the request
and indicate
the scheduled
date of
release.

Request Slip
(copy 2) to the
concerned
employer/
authorized
representative.
2.5 Access the None 10 Minutes

COER
template and
facilitate the
printing of the
employer’s
certificate and
the
Transmittal
List.
2.6 Ensure the None 1 Working Day** Branch Head

correctness of
details in the
COER and
sign the
Transmittal
List to indicate
approval.
2.7 Endorse the None 10 Minutes

printed COER
to the Area
Head for
signature.
224
2.8 Affix initials on None 4 Working Days** Area Head
the COER to
indicate
approval and
return to the
concerned
Branch for
releasing.
3. On scheduled 3. Provide a None 30 Minutes* Information

date of release, queue number Officer
proceed to the for the desired Branch
Information transaction.
Officer, get a
queue number
to claim the
requested
document and
wait for the
number to be
called.

Pag-IBIG Fund COER to the Specialist
Request Slip to employer/ Member Services
the Marketing authorized I - Marketing and
Specialist. representative. Sales - Branch
4.1 Get the

COER that
will be issued.
5 Working Days
TOTAL: None
and 2 Hours
225
31. Request for System-Generated Member’s Data Form (MDF)
The system-generated Member’s Data Form (MDF, HQP-PFF-039) is a document that

contains the member’s Registration Tracking Number (RTN)/Pag-IBIG MID Number
which shall serve as proof of registration to the Fund. The same shall be issued to the
concerned member upon request.
the system-generated MDF.
Office or
Division:
Type of
Transaction:
PSA or Employer
FEES
CLIENT STEPS TO BE
PAID
and wait for the
number to be
called.

and the required and the required Member Services I
document to the document from - Marketing and
Marketing the member. Sales - Branch
Specialist.
226
2.1 Get the system- 2.1 Access the None 5 Minutes Marketing
generated MDF system and Specialist
to be issued by verify the Member Services I
the Marketing registration of - Marketing and
Sales - Branch
Specialist. the member.

ensure that the
member is
registered
online.
NOTE:
In case the
requestor is not
yet registered,
advise him/her to
register and a
Notice of
Disapproval of
Request Slip
(HQP-PFF-376)
shall be issued to
the requestor.

system-
generated
Member’s Data
Form (MDF).

system-
generated
MDF to the
concerned
member.
1 Hour and 8
TOTAL: None
Minutes
227
32. Request for Updating of Employer’s Record
This service allows employers to change/update their record, if necessary.
The updating of employer’s record shall start from the receipt of Employer’s Change of
Information Form (ECIF) from the concerned employer up to the approval of
changes/updates on the employer’s record.
Office or
Division:
Type of
Transaction:
For Change/Correction of Employer/
Business Name
Basic Requirements:
1. Employer’s Change of Information Pag-IBIG website (www.pagibigfund.gov.ph)
Form (ECIF, HQP-PFF-106) or in any Pag-IBIG Fund Branch
(1 Original)
PSA or Employer
3. Specimen Signature Form Pag-IBIG website (www.pagibigfund.gov.ph)

Additional Requirements:
For Single Proprietorship
▪ Amended DTI Certificate Department of Trade and Industry (DTI)
(1 Photocopy)
For Partnership/Corporation
▪ Amended SEC Certificate Securities and Exchange Commission (SEC)
(1 Photocopy)
▪ Amended Articles of Partnership/ SEC
Incorporation (1 Photocopy)
For Cooperative
▪ CDA Certificate (1 Photocopy) Cooperative Development Authority (CDA)
228
▪ Amended SEC Certificate of SEC
For Change/Correction of
Employer’s Address or Contact
Details
Basic Requirements:
(1 Original)
PSA or Employer
▪ Amended DTI Certificate Department of Trade and Industry (DTI)
(1 Photocopy)
For Partnership/Corporation, any of

the following:
▪ Amended SEC Certificate Securities and Exchange Commission (SEC)
(1 Photocopy)
▪ Amended Articles of Partnership/ SEC
▪ General Information Sheet SEC
(1 Photocopy)
For Cooperative
▪ CDA Certificate (1 Photocopy) Cooperative Development Authority (CDA)

▪ Amended SEC Certificate of SEC
229
For Change of Legal Personality
Basic Requirements:
(1 Original)
PSA or Employer
Single Proprietorship to Corporation
▪ SEC Certificate (1 Photocopy) Securities and Exchange Commission (SEC)
▪ Articles of Incorporation SEC
(1 Photocopy)
▪ Certificate of Cancellation as Single DTI
Proprietorship (1 Photocopy)
Partnership to Corporation
▪ SEC Certificate (1 Photocopy) Securities and Exchange Commission (SEC)
▪ Articles of Incorporation SEC
(1 Photocopy)
▪ Deed of Dissolution of Partnership SEC
(1 Photocopy)
For Additional/Change of Authorized

Signatory/ies
Basic Requirements:
(1 Original)
PSA or Employer
3. Specimen Signature Form Pag-IBIG website (www.pagibigfund.gov.ph)

230
▪ DTI Certificate (1 Photocopy) Department of Trade and Industry (DTI)
For Partnership/Corporation
▪ Partnership/Board Resolution Employer
(1 Photocopy)
▪ Secretary’s Certificate Employer
(1 Photocopy)
NOTE: In all instances wherein photocopies are submitted, the original and/or certified
true copy of the documentary requirements shall be presented for authentication.
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for
the number to
be called.
2. Submit the 2. Receive the ECIF None 5 Minutes Marketing

ECIF and the and the required Specialist
required documents from Member Services
documents to the employer/ I - Marketing and
the Marketing authorized Sales - Branch

completeness of
the employer’s
details in the
application form
and the
authenticity of
the required
documents
submitted.
231
NOTE:
In case of
discrepancy/
inconsistency,
issue Notice of
Disapproval of
Request Slip
(HQP-PFF-376) to
the employer/
authorized
representative.
2.2 Verify the None 10 Minutes Marketing

information to be Specialist
updated in the Member Services
system against I - Marketing and
Sales - Branch
the ECIF and the
required
documents.
2.3 Update the None 5 Minutes

employer’s
information in
the system and
endorse the
documents for
approval.
2.4 Approve/ None 1 Working Day** Supervising
disapprove the Member Services
updated Officer (SMSO)
information in Member Services
I - Marketing and
the system.
Sales - Branch
2.5 Inform the None 2 Minutes Marketing

employer/ Specialist
authorized Member Services
representative I - Marketing and
Sales - Branch
that his record
has been
changed/
updated through
any of the
following mode:
232
▪ Fund
Coordinator
(FC)
▪ SMS
▪ Email
▪ Other
applicable
mode
1 Working Day,
Minutes
233
33. Request for Updating of Member’s Record
This service allows Pag-IBIG member to change/update his/her membership record, if

necessary.
The updating of member’s record shall start from the receipt of Member’s Change of
Information Form (MCIF) up to the approval of changes/updates on the member’s record.
Office or
Division:
Type of
Transaction:
Change of Membership Category
1. Member’s Change of Information Form Pag-IBIG website (www.pagibigfund.gov.ph)
(MCIF, HQP-PFF-049) (1 Original) or in any Pag-IBIG Fund Branch
PSA or Employer
Change/Correction of Name
For Change in name due to Marriage:
1. Member’s Change of Information Pag-IBIG website (www.pagibigfund.gov.ph)
Form (MCIF, HQP-PFF-049) or in any Pag-IBIG Fund Branch
(1 Original)
2. Marriage Contract (1 Photocopy) PSA or LCRO

PSA or Employer
For Change in name (for reason other
than Marriage):
(1 Original)
2. Birth Certificate (1 Photocopy) PSA
234
3. Court Order granting petition of Second Level Regional Trial Court
change of name (1 Photocopy)
PSA or Employer
Correction of Date of Birth

PSA or Employer
Change of Marital Status

For Single to Married:
1. Member’s Change of Information
Form (MCIF, HQP-PFF-049) Pag-IBIG website (www.pagibigfund.gov.ph)
(1 Original) or in any Pag-IBIG Fund Branch
PSA or Employer
For Married to Single (legally married to

reported spouse):
2. Court Order (1 Photocopy) Second Level Trial Court
235
PSA or Employer
For Married to Single (due to erroneous

encoding):
(1 Original)

(CENOMAR) (1 Photocopy)
PSA or Employer
For Married to Widowed:

(1 Original)
2. Death Certificate of the deceased PSA or LCRO

spouse (1 Photocopy)
PSA or Employer
Change of Address/Contact Details

PSA or Employer
236
Change of Employment Details
PSA or Employer
Updating of Heirs
PSA or Employer
Correction of Place of Birth/Mother’s

Maiden Name/Gender (due to
erroneous encoding):
(1 Original)
PSA or Employer

Change of Membership Category
(1 Original)
237
2. Valid IDs of both parties (1 Photocopy) DFA, LTO, PRC, NBI, Local Police Station,
PSA or Employer
Change/Correction of Name
For Change in name due to Marriage:

(1 Original)
PSA or Employer
For Change in name (for reason other

than Marriage:
3. Court Order granting petition of Second Level Regional Trial Court

change of name (1 Photocopy)
PSA or Employer
238
Correction of Date of Birth
(1 Original)
PSA or Employer
Change of Marital Status

For Single to Married:
PSA or Employer
For Married to Single (legally married to

reported spouse):
(1 Original)
2. Court Order (1 Photocopy) Second Level Regional Trial Court
PSA or Employer
239
For Married to Single (due to erroneous

encoding):
(1 Original)
2. CENOMAR (1 Photocopy) PSA
PSA or Employer
For Married to Widowed:

1. Member’s Change of Information Form
(MCIF, HQP-PFF-049) (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph)
or in any Pag-IBIG Fund Branch
2. Death Certificate of the deceased
spouse (1 Photocopy) PSA or LCRO
PSA or Employer
Change of Address/Contact Details

(1 Original)
PSA or Employer
240
Change of Employment Details

PSA or Employer
Updating of Heirs
(1 Original)
PSA or Employer
Correction of Place of Birth/Mother’s

Maiden Name/Gender (due to
erroneous encoding)
PSA or Employer
241
FEES
PROCESSING PERSON
TIME RESPONSIBLE
PAID
and wait for the
number to be
called.
MCIF and the MCIF and the Specialist
required required Member Services I
documents to documents from - Marketing and
Sales - Branch
the Marketing the member.
Specialist.
completeness of
member’s
details in the
application form
and the
authenticity of
the required
documents
submitted.
NOTE:
In case of
discrepancy/
inconsistency,
issue Notice of
Disapproval of
Request Slip
(HQP-PFF-376) to
the member.
2.2. Verify the None 10 Minutes
information to
be updated in
the system
against the
MCIF and the
242
required
documents.
2.3. Update the None 5 Minutes Marketing

member’s Specialist
information in Member Services I
- Marketing and
the system and
Sales - Branch
the endorse
documents for
approval.
2.4. Approve/ None 1 Working Supervising

disapprove the Day** Marketing
updated Specialist
information in Member Services I
- Marketing and
the system.
Sales - Branch
2.5. Inform the None 2 Minutes Marketing

member/ Specialist
requestor that Member Services I
his record has - Marketing and
Sales - Branch
been changed/
updated
through any of
the following
mode:
▪ Fund
Coordinator
(FC)
▪ SMS
▪ Email
▪ Other
applicable
mode
1 Working Day,
Minutes
* The time indicated shall include the waiting time of the transacting client and shall depend on the number on queue.
243
VI. FEEDBACK AND COMPLAINTS MECHANISMS
How to send a feedback • Servicing Counters
You may visit our servicing counters stationed at Pag-IBIG branches.

For provident-related concerns, please visit any Pag-IBIG Fund
Branches. However, for housing-related concerns, you may visit us at
2/F, JELP Business Solutions Bldg., 409 Shaw Boulevard,
Mandaluyong City or for those in the regions, you may raise your
concerns at the Housing Business Center (HBC).
• Forms
Please accomplish the electronic Pag-IBIG Feedback Form (e-PFF,

HQP-PRF-002) through scanning the Quick Response (QR) Code
posted at the various counters of any Pag-IBIG Branch.
Printed copies of the Pag-IBIG Feedback Form (PFF, HQP-PRF-002)

is also available at the counters. The accomplished form shall be
dropped in the Suggestion Boxes.
• Letters
Letters may be sent to:

The Member Relations Department
16/F, JELP Business Solutions Bldg.
409 Shaw Boulevard, Mandaluyong City
You may also send your letters directly to the concerned Pag-IBIG
Branch, addressed to the Office of the Head. (For the complete list of
Pag-IBIG branches and address, please refer to the Pag-IBIG Office
Directory)
244
• Emails
Emails may be sent to contactus@pagibigfund.gov.ph. You shall

receive a confirmation message that your email has been forwarded
to the concerned branch/department for appropriate reply and/or
action.
• Pag-IBIG Hotline
For your immediate concerns, you may also reach us at 8-724-4244

(Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).
How feedbacks are 1. Gather Accomplished Pag-lBIG Feedback Form
processed
The Branch/Housing Business Center shall:

• Advise the relevant interested parties to accomplish the
electronic Pag-IBIG Feedback Form (e-PFF) through scanning
the Quick Response (QR) code.
• The Respondent shall scan the QR code posted in the branch

and accomplish the e-PFF.
• If the respondent is unable to access the e-PFF,

accomplish the manual PFF which can be requested from
the PACD Officer.
• Submit the accomplished manual PFF through any of the

following:
a. Submit to the PACD Officer
b. Drop to the Suggestion Box
NOTE: When complaints are raised, it shall be addressed and

documented immediately in accordance with Complaint Management.
1.1.1 If dropped to suggestion box, retrieves accomplished Pag-lBIG
Feedback Form.
245
NOTE: The opening of suggestion boxes and retrieval of
accomplished Pag-lBIG Feedback forms shall be done based on any
of the following:
a. Every after office hours; or
b. When the suggestion box is full prior to the scheduled time of
opening
1.1.2 Sorts Pag-lBIG Feedback forms based on the following:
• Commendation/s
• Suggestion/s
• Comment/s
• Complaint/s
2. Analyze Pag-lBIG Feedback Results
The Member Relations Department shall:
• Download the tabulated result from the electronic survey

applications to determine the satisfaction ratings and feedback
of the respondents from the branches/HBCs.
• Sort the feedback received based on the following:
a. Commendation
b. Suggestion
c. Comment
d. Complaint
246
• On a monthly basis, forward the satisfaction rating to the
concerned branch/HBC based on the downloaded tabulated
result from the electronic survey applications.
The Branch/Housing Business Center shall:

• Based on the received tabulated result of e-PFF, accomplish
and sign the Pag-IBIG Feedback Result (HQP-PRF-008)
• Forward the signed scanned copy of the Pag-IBIG Feedback

Result to concerned heads and MRD through email.
3. Report Pag-lBIG Feedback Results
• Based on the Pag-lBIG Feedback Results and supporting

documents, prepare and sign Pag-lBIG Feedback Report
(PFR, HQPPRF-016).
• Disseminate the signed scanned copy of the Pag-IBIG Feedback

Report to concerned heads through email.
How to file a complaint • Servicing Counters
You may visit our servicing counters stationed at Pag-IBIG branches.

For provident-related concerns, please visit any Pag-IBIG Member
Services Branch (MSB). However, for housing-related concerns, you
may visit us at 2/F, JELP Business Solutions Bldg., 409 Shaw
Boulevard, Mandaluyong City or for those in the regions, you may
raise your concerns at the Housing Business Center (HBC). A Public
Assistance and Complaints Desk (PACD) Officer
247
• Forms
Please accomplish the Pag-IBIG Feedback Form (PFF, HQP-PRF-

002) which is available at various counters of any Pag-IBIG Branch.
The accomplished form shall be dropped in the Suggestion Boxes.
• Letters
Letters may be sent to:

The Member Relations Department
16/F, JELP Business Solutions Bldg.
409 Shaw Boulevard, Mandaluyong City
You may also send your letters directly to the concerned Pag-IBIG
Branch, addressed to the Office of the Head. (For the complete list of
Pag-IBIG branches and address, please refer to the Pag-IBIG Office
Directory)
• Emails
Emails may be sent to contactus@pagibigfund.gov.ph. You shall

receive a confirmation message that your email has been forwarded
to the concerned branch/department for appropriate reply and/or
action.
• Pag-IBIG Hotline
For your immediate concerns, you may also reach us at 8-724-4244

(Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).
How complaints are 1. Receive and Evaluate Complaint/s

processed
The Member Relations Department shall review and evaluate the

validity of complaints received from relevant interested parties
based on the following service criteria:
a. Personnel
248
b. Service Quality
c. Information and Communication
d. Facilities
2. Report the Identified Nonconformity
2.1 The Member Relations Department shall accomplish and issue
approved Corrective Action Report (CAR) thru the Unicenter Service
Desk to concerned assignee/process head based on the received
valid complaints from relevant interested parties.
2.2 The Branch/Housing Business Center shall:

• Based on the issued CAR, record the valid complaint/s received in
the Pag-IBIG Complaint Log Sheet (PCLS, HQP-PRF-017).
• Forward the signed scanned copy of PCLS to the concerned heads
and MRD through email.
3. Verify the Implementation and Effectiveness of Action Taken

• On scheduled date, verify and monitor the implementation and
effectiveness of action taken/proposed action as stated in the CAR in
accordance with the Procedure on Control of Nonconformance and
Corrective Action (HQM-004).
• Access the system and input the comments.
4. Report the Status of Valid Complaints

• On a monthly basis, prepare and sign the Pag-IBIG Corrective
Action Validation Report (PCAVR, HQP-PRF-018) indicating the
status of valid complaints.
• Disseminate the signed scanned copy of the PCAVR to concerned
heads through email.
249
Contact Information
Presidential Complaint Center
Telephone No. : 8-736-8645; 8-736-8603
E-mail Address : pcc@malacanang.gov.ph
Anti-Red Tape Authority (ARTA) Complaints Action Center

Telephone No. : 8-478-5099
Email Address : complaints@arta.gov.ph
CSC Contact Center ng Bayan
SMS No. : 0908-8816565

Telephone No. : 1-6565 (PLDT, Smart & Digitel Landlines)
Email Address : email@contactcenterngbayan.gov.ph
250
VII. List of Offices
OFFICES ADDRESS
Corporate Headquarters Petron Mega Plaza, # 358 Sen. Gil J. Puyat Avenue,
Makati City, Metro Manila
National Capital Region (NCR) – Housing JELP Business Solutions Center, # 409 Shaw
Group Boulevard, Mandaluyong City, Metro Manila
NATIONAL CAPITAL REGION (NCR) BRANCHES
EAST AREA
Ground floor and 2nd floor, 611 Westar Building, Shaw
Pasig Branch (Ortigas Branch)
Boulevard, Brgy. Kapitolyo, Pasig City, Metro Manila
Mandaluyong-Shaw Zentrum Branch 2nd floor, 500 Shaw Zentrum, Shaw Boulevard,
(Mandaluyong Branch) Pleasant Hills, Mandaluyong City, Metro Manila
Ground and 2nd floor, Budget Lane Shopping Center,
Antipolo Branch
Provincial Road, San Jose, Antipolo City Rizal
Tanay Commercial Arcade, Km. 54 Manila East
Tanay
Road, Tanay Rizal
Blas Ople Bldg., Ortigas Avenue corner EDSA,
PIOG-POEA Branch
Mandaluyong City
145 Union Square Condominium, Carpark Bldg. 15th
Technical and Administrative Support
Avenue Cubao, Quezon City, Metro Manila
EAST AREA-Member Services Offices
Level 1, West Lane, Robinsons Galleria EDSA corner
Robinsons Galleria
Ortigas Avenue, Quezon City, Metro Manila
4th floor Robinsons Malls, Metro East Marcos
Robinson Metro East
Highway, Brgy. Dela Paz, Pasig City, Metro Manila
NORTH AREA
# 795, Anchor Center EDSA Diliman, Quezon City,
GMA-Kamuning Branch (Kamias Branch)
Metro Manila
1184 Ben-Lor Bldg., Brgy. Paligsahan, Diliman,
Quezon Avenue Branch
Quezon City, Metro Manila
LGF Diliman Commercial Center, 46 Commonwealth
Commonwealth Avenue Branch
Avenue, Batasan Hills, Quezon City, Metro Manila
2nd floor Spark Place Bldg. P. Tuazon Boulevard
Cubao Branch corner 10th Ave., Barangay Socorro, Cubao, Quezon
City, Metro Manila
2nd floor Graceland Plaza, Sta. Teresita Village, J.P.
Marikina Branch
Rizal St., Lamuan, Malanday Marikina
Puritan Philippines, Inc. (PPI) Bldg., 355 EDSA
Caloocan-EDSA Branch (Caloocan MSB) corner Gen. Tirona St., Bagong Barrio West,
Caloocan City, Metro Manila
286 ARCA North Center, McArthur Highway, Brgy.
Valenzuela Branch
Karuhatan, Valenzuela City, Metro Manila
HOTLINE: (+632) 8724-4244 Email: contactus@pagibigfund.gov.ph
251
OFFICES ADDRESS
145 Union Square Condominium, Carpark Bldg. 15th
Avenue Cubao, Quezon City, Metro Manila
NORTH AREA-Member Services Offices
Lower Ground Government Services Center Annex,
SM North EDSA Member Services Office EDSA corner North Avenue, Misamis street, Bago
Bantay, Quezon City, Metro Manila
3rd floor Alimall, Araneta Center Cubao,
Ali Mall Member Services Office
3rd floor Robinson’s Land Corporation, Quirino
Robinsons Novaliches
Highway, Baranagay Pasong Putik, Novaliches,
(Nova I-Robinson Novaliches)
2nd floor, Robinsons Town Mall Malabon, Gov.
Robinsons Town Mall (Robinson
Pascual Avenue corner Crispin Street, Tinajeros,
Malabon)
Malabon City, Metro Manila
2nd floor Susano Complex, 1 Dumalay St. corner
Novaliches- Susano Complex
Quirino Highway, Barangay Sta. Monica, Novaliches,
(Nova II – Susana Plaza Mall)
PIOG-Trinoma North Avenue, Quezon City, Metro Manila
WEST AREA
Palacio del Gobernador Condominium,
Intramuros Branch (Manila Branch) A. Soriano Avenue corner General Luna Street
Intramuros, Manila, Metro Manila
3rd floor Lucky Chinatown Mall, Annex B Cityplace
Binondo Branch Square, Calle Felipe corner La Chambre, Barangay
293, Zone 28, Binondo, Manila, Metro Manila
J & T Building, 3894 Ramon Magsaysay Boulevard,
Sta. Mesa Branch
Sta. Mesa, Manila, Metro Manila
Ground floor, Roxas Strip Building, Libertad St.
Pasay Branch
corner Roxas Boulevard, Pasay City
Lot 2-1-C-A Dr. Arcadio Santos Avenue, Baranagay
Parañaque
BF Homes, Parañaque City, Metro Manila
Robinsons Place Las Piñas,
Las Piñas - Robinsons Place Branch
345 Alabang-Zapote Road, Barangay Talon Uno,
(Las Piñas Branch)
Las Piñas City, Metro Manila
Technical and Administrative Support- 317 Justine Building, Sen Gil Puyat Avenue, Makati
NCR West City, Metro Manila
WEST AREA-Member Services Offices
Government Office Basement Robinsons Place,
Robinsons Place Manila
Pedro Gil Street, Malate, Manila, Metro Manila
SM Mall of Asia SM Mall of Asia, Pasay City, Metro Manila
5th Floor SM City Manila, Ermita, Manila, Metro
PIOG – SM Manila
Manila
252
OFFICES ADDRESS
SOUTH AREA - Makati CBD
10th floor, SyCipLaw Center, Paseo de Roxas,
Paseo de Roxas
Legazpi Village, Makati City, Metro Manila
2nd floor, Alphaland Southgate Mall, Chino Roces,
Magallanes-Southgate Mall
Avenue, Makati City, Metro Manila
2nd floor, Umbria Commercial Center, National
Biñan Branch
Highway, Tulay Bato, San Antonio, Biñan, Laguna
SOUTH AREA - Outside Makati CBD
3rd floor. Metro House Building, 324 Senator Gil
Makati-Jupiter
Puyat Ave., Brgy. Bel-Air, Makati City, Metro Manila
Ground floor, Petron Megaplaza, 358 Sen. Gil Puyat
Petron MegaPlaza
3rd floor, ARCS1 Sycamore Building, Buencamino St.
Muntinlupa Branch corner Alabang-Zapote Road, Alabang, Muntinlupa
City, Metro Manila
2nd floor, Guadalupe Commercial Complex, 9 EDSA,
Guadalupe-EDSA Branch
Guadalupe Nuevo, Makati City, Metro Manila
4th floor KBC Building, J.P. Rizal St., Olympia,
Makati-J.P. Rizal Branch
Poblacion, Makati City, Metro Manila
3rd floor, Gate 3 Plaza Mall, Lawton Avenue corner
Taguig Gate 3 Plaza Branch Juliano Avenue, Phase III AFPOVAI, Western
Bicutan, Taguig City, Metro Manila
7th floor, SM Aura Tower Building, 26th street corner
SM Aura Branch McKinley Parkway, Fort Bonifacio Global City,
Taguig, Metro Manila
4th Floor, 317 Justine Building, Sen Gil Puyat
SOUTH AREA – OFW Center
6th Floor, Justine Building, 317 Sen. Gil Puyat Ave.,
OFW Center 1 – Justine
Makati City, Metro Manila
SOUTH AREA – Service Desks
BPLO City Service, National Road Putatan
Muntinlupa-Putatan
Muntinlupa, Metro Manila
CAVITE BRANCHES
3rd floor, Olma Building, Emilio Aguinaldo Highway,
Imus Branch / TAS-Cavite
Imus, Cavite
2nd floor MGS Building, General Trias Drive, Tejeros,
Rosario Branch
Rosario, Cavite
Primark Town Center, Tagayaty-Nasugbu Highway,
Tagaytay
Tagaytay City, Cavite
2nd floor, Volets Commercial Building, Emilio
Dasmariñas Branch
Aguinaldo Hi-way, Dasmariñas, Cavite
253
OFFICES ADDRESS
CAVITE – Service Desks
Level 4 Robinsons Place Imus General Emilio
Robinsons Place Imus
Aguinaldo Highway, Imus, Cavite
Level 1 Robinsons Place Dasmariñas, Emilio
Dasmariñas Aguinaldo Highway corner Governor's Drive, Sitio
Palapala, Dasmariñas, Cavite
Level 3, Linkgkod Pinoy Area, Robinsons Place
Robinsons Place General Trias General Trias, Barangay Tejero, General Trias,
Cavite
CAVITE – One Stop Service Center for OFW’s
3rd level, Government Express Services (GSE), SM
SM Bacoor
Bacoor, General Aguinaldo Highway, Bacoor, Cavite
LUZON GROUP – Housing Business Center
Pag-IBIG Fund Bldg., Government Center, Sevilla,
La Union HBC
San Fernando City, La Union
Editha Tuddao Bldg., Balzain Road, Tuguegarao City,
Tuguegarao HBC
Cagayan
Suburdia Commercial Center, Brgy. Maimpis, San
San Fernando Hub
Fernando City, Pampanga
High Rise Business Center Bldg., Brgy. Halang,
Calamba Hub
Calamba City, Laguna
Naga HBC
LUZON BRANCHES
ILOCOS REGION
Pag-IBIG Fund Building, Government Center, Sevilla,
La Union Branch
2nd Floor Alfresco area, Expansion Mall, Robinsons
Ilocos Norte Branch (Laoag Branch)
Place Ilocos, San Nicolas, Ilocos Norte
3rd Floor Plaza Maestro Commercial Complex,
Vigan Branch
Burgos Street, Vigan City, Ilocos Sur
2nd Floor BHF Family Plaza, Mayombo Road,
Dagupan Branch
Dagupan City, Pangasinan
3rd Floor CB Mall, McArthur Highway, Nancayasan,
Urdaneta Branch
Urdaneta City, Pangasinan
S Building, Upper Session Road Extension,
Baguio Branch
Engineers Hill, Baguio City, Benguet
ILOCOS REGION – Member Services Office
Alaminos Negosyo Center, City Hall, Alaminos, Pangasinan
254
OFFICES ADDRESS
ILOCOS REGION – Service Desks
Robinsons Place Pangasinan Robinsons Calasiao, Pangasinan
ILOCOS REGION – One Stop Service Center for OFW’s
2nd Floor, Manna Mall, Pagdaraoan,
Manna Mall, La Union
CAGAYAN VALLEY BRANCHES
2nd Floor, Robinsons Place, Tanza Highway,
Tuguegarao Branch
Tuguegarao City, Cagayan
Ground Floor, Bucag Building, F.L. Dy corner Caciller
Cauayan Branch
Street, Cauayan City, Isabela
G/F Units F & G, 2nd Floor Units O & P, KMCI
Solano Branch Building, National Highway, Barangay Roxas, Solano,
Nueva Vizcaya
CAGAYAN VALLEY – Member Services Offices
1st Floor, La Casa Kapitano Building, Magsaysay
Aparri
Street, Minanga, Aparri, Cagayan
1st Floor, ARS Building, Callao West, Santiago City,
Santiago
Isabela
CAGAYAN VALLEY – Service Desks
3rd Floor Robinsons Santiago, Maharlika Highway,
Robinsons Place Santiago
Brgy. Mabini, Santiago City, Isabela
PGO Kalinga Compound, Capitol Hills, Bulanao,
Tabuk
Tabuk City, Kalinga Province
CAGAYAN VALLEY – One Stop Service Center for OFW’s
POEA Satellite Office, Methodist Church Compound,
Tuguegarao
Bonifacio St., Tuguegarao City
CENTRAL LUZON I BRANCHES
Suburbia Commercial Center, MacArthur Highway,
San Fernando Branch
Maimpis, San Fernando City, Pampanga
Unit 105 Angeles Business Center, Doña Teresa
Angeles City Branch Drive corner Sto. Rosario St., Brgy. Sto Rosario,
Angeles City, Pampanga
Unit 2, Ten Bldg., MacArthur Highway, San Rafael
Tarlac Branch
Tarlac City, Tarlac
2nd Floor Formosa Tower, Manila Avenue CBD Area,
Subic Bay Branch
Subic Bay Freeport Zone
2nd floor the Bunker Building, Capitol Grounds,
Balanga Branch
Balanga City, Bataan
255
OFFICES ADDRESS
CENTRAL LUZON I – Service Desks
3rd Floor, SM City Pampanga,
SM Pampanga Brgy. San Jose, Gapan-Olongapo road corner NLEX,
San Fernando, Pampanga
Ground Floor, AFAB Admni Building, Barangay
Mariveles
Malaya, Mariveles, Bataan
Baguio PEZA PEZA Admin Building, Loakan Road Baguio City
La Trinidad KM 5 Pico La Trinidad Benguet
Robinsons Starmills Brgy. San Jose,
Robinsons Starmills
San Fernando City, Pampanga
Robinsons Luisita Mac Arthur Highway, Barangay
Robinsons Luicita San Miguel, Hacienda Luisita,
Tarlac City
CENTRAL LUZON I – One Stop Service Center for OFW’s
Clark Skills Training Center (formerly known as Clark
Clarkfield PUP), Clark Freeport Zone,
Spanish Bridge, Mabalacat, Pampanga
CENTRAL LUZON II BRANCHES
Javier Building, 1215 MacArthur Highway, Sumapang
Malolos Branch
Matanda, Malolos City, Bulacan
Duran Building, Quezon District, Maharlika Highway,
Cabanatuan Branch
Cabanatuan City, Nueva Ecija
G/F Supima Square Commercial Complex, Malhacan
Meycauayan Branch
Road, Malhacan, Meycauayan City, Bulacan
Augustine Square Building, 17 DTR Highway
Baliuag Branch
Pinagbarilan, Baliuag, Bulacan
CENTRAL LUZON II – Service Desks
Baler Baler Municipal Building Poblacion, Baler, Aurora
Upper Ground Floor, Starmall Building, Brgy.
San Jose Del Monte
Kaypian, San Jose del Monte City, Bulacan
CENTRAL LUZON II – One Stop Service Center for OFW’s
Ground Floor, Government Center Building, Palayan
Palayan City
City Business Hub, Palayan City, Nueva Ecija
SOUTHERN TAGALOG BRANCHES
Lucena Grand Central Terminal, Brgy. Ilayang
Lucena Branch
Dupay, Lucena City, Quezon
2nd floor, 3MJ Building, President Jose P. Laurel
Lipa Branch
Highway, Brgy. Marawoy, Lipa City, Batangas
256
OFFICES ADDRESS
3rd
floor Nuciti Central Mall, P. Burgos, Poblacion,
Batangas Branch
Batangas City, Batangas
Ground Floor Andenson Building 3, National Highway
Calamba Branch
Parian, Calamba City, Laguna
1st & 2nd Floor, El Coco Grande Building Gen. Malvar
San Pablo Branch
Street, San Pablo City, Laguna
2nd floor, Crosstown Mall, Brgy. Pulong Sta. Cruz,
Sta Rosa Branch Tagaytay-Sta. Rosa Road,
Sta. Rosa City, Laguna
Ground Floor, Gaisano Capital Calapan, National
Calapan Branch Highway, Brgy. Tawiran, Calapan City, Oriental
Mindoro
4th floor, NCCC Mall Palawan
Puerto Princesa Branch (Palawan
#89 Lacao St. Brgy. Maningning,
Branch)
Puerto Princesa City, Palawan
SOUTHERN TAGALOG – Member Services Offices
Centro Mall Cabuyao Member Services 2nd floor Centro Mall Cabuyao, Pulo, Cabuyao City,
Office Laguna
Robinsons Sta Rosa Member Services 2nd floor Robinsons Market Place, Old National
Office Highway, Barangay Tagapo, Sta. Rosa City, Laguna
National road Corner Calderon Street,
San Jose Member Services Office
Brgy. Poblacion, San Jose, Occidental Mindoro
SOUTHERN TAGALOG – Service Desks
Prov’l Library Office, Prov’l Government of
Boac
Marinduque, Boac, Marinduque
Municipal Government of Odiongan, Brgy. Tabing-
Odiongan
Dagat, Odiongan, Romblon
Lingkod Pinoy Center, 2nd Floor Robinsons Mall
Robinsons Place Palawan Palawan, National Highway, Brgy. San Manuel,
Puerto Princesa City, Palawan
SOUTHERN TAGALOG – One Stop Service Center for OFW’s
POEA-Calamba Satellite Office, Basement Andenson
Calamba City
Bldg. II, Brgy. Prian, Calamba City, Laguna
POEA 3rd Floor, Halcon Heights Bldg., Roxas drive
Calapan corner Dama de Noche, Brgy. Lumangbayan,
Calapan City, Oriental Mindoro
257
OFFICES ADDRESS
BICOL REGION BRANCHES
Hi-Tone Construction and Development Corp.
Legazpi Branch Building F. Imperial Street, Bitano, Legazpi City,
Albay
3rd Level, Robinsons Place Naga, Roxas Avenue
Naga Branch Corner Almeda Highway, Triangulo, Naga City,
Camarines Sur
BICOL REGION – Member Services Offices
QMCNPC Square Building Salvacion, Virac,
Virac
Catanduanes
MK Building, Maharlika Highway, Tugos, Sorsogon
Sorsogon
City, Sorsogon
Unit 4, 2nd Floor K & R Building, National Highway,
Masbate
Tugbo, Masbate City, Masbate
Ground Floor, Houseware Plaza Building, Diversion
Daet Road cor. F. Pimentel Avenue, Brgy. Magang, Daet,
Camarines Norte
2nd Floor, JJFQ Bldg., Rizal St., Brgy. Bagumbayan
Goa
Pequeño, Goa, Camarines Sur
BICOL REGION – One Stop Service Center for OFW’s
3rd Floor Pacific Mall, Capantawan, Legazpi City,
Pacific Mall
Albay
VISAYAS & MINDANAO GROUP – Housing Business Center
Gasiano Grand City Mall, Araneta Street, Singcang,
Bacolod HBC
Bacolod City
Pag-IBIG Fund – W T Corporate Tower, Mindanao
Cebu Hub Ave. corner Archbishop St., Cebu Business Park,
Cebu City, Cebu
Pag-IBIG Fund Bldg., J.R. Borja Mortola Street,
Cagayan de Oro HBC
Cagayan de Oro City, Misamis Oriental
Pag-IBIG Fund Bldg., San Jose Road, Baliwasan,
Zamboanga HBC
Zamboanga City
Pryce Tower Condominium, Pryce Business Park, JP
Davao Hub
Laurel Avenue, Davao City
SOUTH CENTRAL VISAYAS BRANCHES
Pag-IBIG Fund - W T Corporate Tower, Mindanao
Cebu – Ayala Branch Avenue, corner Archbishop Street Cebu Business
Park, Cebu City, Cebu
2nd Floor EROS Building Real corner Dr. V. Locsin
Dumaguete Branch
Streets, Dumaguete City, Negros Oriental
2nd Floor, Gaisano Capital SRP, Barangay San
Talisay Branch
Roque, Talisay City, Cebu
258
OFFICES ADDRESS
Cebu-Colon Branch (Cebu Downtown 3rd
Floor Gaisano Capital South, Brgy. Kalubihan
Branch) corner Colon and Leon Kilat Streets, Cebu City, Cebu
Ground Floor Prince Warehouse Club Toledo, S.
Toledo Branch Osmena Street, Sipaway, Barangay Luray II, Toledo
City,Cebu
SOUTH CENTRAL VISAYAS – Member Services Offices
Ground Floor, City Government of Carcar, Poblacion,
Carcar
Carcar Cebu
SOUTH CENTRAL VISAYAS – One Stop Service Center for OFW’s
One Stop Shopn Center For OFW-2nd Floor, SM City
SM Cebu City
Cebu, North Reclamation Area, Cebu City
NORTH CENTRAL & EASTERN VISAYAS BRANCHES
Mandaue Branch (Cebu Mandaue 3rd Floor, J. Center Mall, A. S. Fortuna Street, Bakilid,
Branch) Mandaue City, Cebu
2nd Floor, Galleria Luisa, Gallares Street, Poblacion
Tagbilaran Branch
2, Tagbilaran City, Bohol
2nd floor, Gaisano Mactan Island Convention Center
Mactan Branch
Pajo, Lapulapu City, Cebu
3rd Floor, CFI Building, North Nautical Highway,
Danao Branch
Poblacion, Danao City, Cebu
Level 3, Robinsons North, Brgy, Abucay, Tacloban
Tacloban Branch
City, Leyte
2nd Level Robinsons Place Ormoc, Brgy. Cogon,
Ormoc Branch
Ormoc City, Leyte
Ground Floor, Government Center Building, Purok 2,
Calbayog Branch
Brgy. Bacagay, Calbayog City, Samar
NORTH CENTRAL & EASTERN VISAYAS – Member Services Offices
Lita Del Valle Building, Purok 5, Boyles St, Poblacion,
Ubay
Ubay, Bohol
Dolores Building, P. Rodriguez Street
Bogo
Bogo City, Cebu
Ground Floor, Gaisano Capital, Sogod, Southern
Sogod
Leyte
NORTH CENTRAL & EASTERN VISAYAS – Service Desks
2nd Floor, Government Services Express,
SM City Consolacion
SM City Consolacion, Consolacion, Cebu
Provincial Capitol Civic Auditorium, National
Naval
Highway, Calumpang, Naval
NORTH CENTRAL & EASTERN VISAYAS – One Stop Service Center for OFW’s
POEA Uytingcoc Building, Engage St., Tacloban City,
Tacloban
Leyte
259
OFFICES ADDRESS
WESTERN VISAYAS BRANCHES
Plazuela De Iloilo, Benigno Aquino Ave., Mandurriao,
Iloilo-Mandurriao Branch (Iloilo Branch)
Iloilo City, Iloilo
2nd Floor St. Ignatius Square, D. Maagma St., Kalibo,
Kalibo Branch
Aklan
2nd Floor Robinsons Place Antique, Barangay San
San Jose de Buenavista
Angel, San Jose de Buenavista, Antique
A&T Santos Building, Sacred Heart of Jesus Avenue
Roxas Branch (Capiz Branch)
Pueblo De Panay, Lawa-an, Roxas City, Capiz
2nd Floor GT Plaza Mall, M.H. del Pilar Street Molo,
Iloilo-Molo Branch (Molo Branch)
Iloilo City, Iloilo
Ground Floor, Gaisano Grand City Mall, Araneta
Bacolod Branch Street, Brgy. Singcang, Bacolod City, Negros
Occidental
Kabankalan Farmers Training Center, Rizal Street,
Kabankalan Branch
Barangay 8, Kabankalan City, Negros Occidental
Tess & Moises Building , A. E. Maranon Street,
Sagay Branch
Poblacion 2, Sagay City, Negros Occidental
Ground Floor, Tristan IBE Building, Gustilo corner
Cadiz
Abelarde Streets, Cadiz City, Negros Occidental
Gaisano Capital, Ledesma Avenue, San Carlos City
San Carlos
Negros Occidental
WESTERN VISAYAS – One Stop Service Center for OFW’s
3rd Floor, Lingkod Pinoy Center
Robinsons Iloilo Lingkod Pinoy Center Robinsons Place Iloilo, cor. Ledesma, Quezon St.,
Iloilo City, Iloilo
3rd Floor, Robinsons Place Bacolod, Brgy.
Robinsons Bacolod
Mandalagan, Bacolod City, Negros Occidental
NORTHERN MINDANAO BRANCHES
Cagayan de Oro-Lapasan Branch (CDO Puregold Building, Claro M. Recto Avenue, Lapasan,
Branch) Cagayan De Oro City, Misamis Oriental
Level 3, Lingkod Pinoy Center, Robinsons Place
Valencia
Valencia, Bagontaas, Valencia City, Bukidnon
2nd Floor, Ororama Super Store Building
Cagayan de Oro-Carmen Branch
Vamenta Boulevard, Carmen, Cagayan de Oro City,
(CDO West Branch)
Misamis Oriental
PAZ Bulding, Carbajal Street corner San Isidro
Malaybalay Branch
Street, Malaybalay City, Bukidnon
KHO Building, JC Aquino Avenue, Butuan City,
Butuan Branch
Agusan Del Norte
LML Building, Km. 1, National Highway, Barangay
Surigao Branch
Washington, Surigao City, Surigao del Norte
260
OFFICES ADDRESS
Ground Floor Gaisano Capital, Barangay 4, National
San Francisco Branch
Highway San Francisco, Agusan del Sur
Level 2, Lingkod Pinoy, Robinson's Place Iligan
Iligan Branch
Tubod Highway, Iligan City, Lanao del Norte
NORTHERN MINDANAO – Member Services Offices
Nadal Building, Motoomull St., Gingoog City, Misamis
Gingoog
Oriental
Vincent Yap Building, National Highway, Puerto,
Cagayan de Oro - Puerto
Cagayan de Oro City, Misamis Oriental
Room 19 Bukidnon National and Provincial
Malaybalay Government Offices Building, Capitol Ground,
Malaybalay City, Bukidnon
2nd Floor Tamay Lang Parklane, Commercial
Valencia
Complex G. Laviña Avenue, Valencia City, Bukidnon
VTP Building Capitol Road, Telaje, Tandag City,
Tandag
Surigao del Sur
2nd Floor LJ and JJ Building, Poblacion Tubod,
Tubod
Lanao del Norte
2nd floor Titanic Building, Provincial Capitol Complex,
Marawi
Buadi Sacayo, Marawi City, Lanao del Sur
NORTHERN MINDANAO – Service Desks
Limketkai Center, Rosario Cres corner Florentino
Robinsons Cagayan De Oro
street, Cagayan de Oro City, Misamis Oriental
Lingkod Pinoy Center, 3 Floor, Robinsons Pace, Jose
Robinsons Place Butuan
C. Aquino Avenue, Butuan City, Agusan del Norte
2nd floor Titanic Building, Provincial Capitol Complex,
Marawi
Buadi Sacayo, Marawi City, Lanao del Sur
NORTHERN MINDANAO – One Stop Service Center for OFW’s
2nd Floor Trinidad Building, Corrales-Yacapin Sts.,
Cagayan De Oro
Cagayan De Oro City
OWWA Service Desk, POEA Caraga Satellite Office,
Butuan Nimfa Tiu Bldg. 7, Rosales Ave.,
Butuan City
WESTERN MINDANAO BRANCHES
Pag-IBIG Fund Building San Jose Road, Baliwasan
Zamboanga Branch
Zamboanga City, Zamboanga Del Sur
FSA II Building, Quezon Avenue Miputak, Dipolg
Dipolog Branch
City, Zamboanga Del Norte
261
OFFICES ADDRESS
2nd Floor Trace Arcade Building, F. S. Pajares
Pagadian Branch Avenue, Gatas District, Pagadian City, Zamboanga
Del Sur
WESTERN MINDANAO – Member Services Offices
Bongao 1st Floor, Tamburani Bldg., Bongao, Tawi-Tawi
Ground Floor, Avery Arcade, Sanito, Ipil, Zamboanga
Ipil Members Service Office
Sibugay
2nd Floor Gaisano Capital Ozamiz-Southwing Mall
Ozamis Members Service Office
Ozamis City, Misamis Occidental
WESTERN MINDANAO – Service Desk
KCC Mall de Zamboanga, Governor Camins Avenue,
KCC Mall
Zamboanga City, Zamboanga Del Sur
Ground Floor, Zamboanga Ecozone Building, San
Zamboanga Ecozone
Ramon, Zamboanga City, Zamboanga del Sur
WESTERN MINDANAO – One Stop Service Center for OFW’s
2nd Floor Goodwill Center, Canelar St., Zamboanga
Zamboanga
City, Zamboanga del Sur
SOUTHERN MINDANAO BRANCHES
Davao-Bajada Branch (Davao Central 2nd Floor, Bormaheco Bldg., Bajada, Davao City,
Branch) Davao del Sur
2nd Floor, Arita Building, USPD Building Door 10,
Digos Branch USPD Business Center, Rizal Avenue, Digos City,
Davao del Sur
Ground Floor, Building 3, GMC Building 3, 97 Mac
Davao-Matina Branch (Davao South)
Arthur Highway, Matina, Davao City, Davao del Sur
Davao-Lanang Branch (Davao North 2nd Floor Alpha Building, Lanang Business Park,
Branch) Lanang, Davao City, Davao del Sur
Ground Floor Nicole's 22 Building, Assessors Village,
Tagum Branch
Apokon, Tagum City, Davao del Norte
2nd Floor Nixon Lim Building, National Highway, San
Panabo Branch
Francisco, Panabo City, Davao Del Norte
SOUTHERN MINDANAO – Member Services Office
2nd floor A-Square, Quezon street central, Mati,
Mati
Davao Oriental
SOUTHERN MINDANAO – One Stop Service Center for OFW’s
5th Floor Gaisano Mall, J.P. Laurel Avenue, Bajada,
Davao
Davao City, Davao del Sur
SOUTH-WESTERN MINDANAO BRANCHES
Bethany Building, General Santos Park, National
General Santos Branch Highway, Barangay Lagao, General Santos City,
South Cotabato
262
OFFICES ADDRESS
Ground Floor, JYSL Building, Balmores corner
Koronadal Branch
Haimorog Street, Koronadal City, South Cotabato
WJ Bldg., Cannery Road, Sanchez Subdivision, Brgy.
Polomolok Branch
Poblacion, Polomolok, South Cotabato
El Zorte Building, Quezon Boulevard corner Suerte
Kidapawan Branch
Street, Kidapawan City, Cotabato
SK Provincial Sports Complex, National Highway,
Isulan
Kalawag II, Isulan, Sultan Kudarat
R. Chio Building, Notre Dame Avenue corner
Cotabato Branch
Clemente Allinio Street, Cotabato City, Maguindanao
SOUTH-WESTERN MINDANAO – Service Desks
KCC Veranza, J. Catolico St., Brgy. Lagao, General
KCC Veranza Mall
Santos City, South Cotabato
Robinsons Mall, National Highway, Brgy. Lagao,
Robinsons Place Gensan
General Santos City, South Cotabato
SOUTH-WESTERN MINDANAO – One Stop Service Center for OFW’s
4th floor New City Hall Building, Koronadal City,
Koronadal
South Cotabato
OVERSEAS POST ASIA
Philippine Embassy, SPG 336, Diplomatic Enclave
Brunei Jalan Kebangsaan, Bandar Seri Begawan Brunei
Darussalam BA 1210
c/o Philippine Consulate General 14th Floor,
Hongkong, SAR United Center Building, 95 Queensway,
Hong Kong SAR
Philippine Consulate General Unit 1404-1406, 14/F
Macau AIA Tower, NOS.251A-301, Avenida Comercial De
Macau, Macau SAR
Philippine Embassy/Philippine Overseas Labor Office
Malaysia No. 1 Changkat Kia Peng, 50450 Kuala Lumpur,
Malaysia
c/o Philippine Overseas Labor Office/Philippine
Singapore
Embassy, 20 Nassim Road, Singapore
c/o Philippine Embassy, 80 Hoenamuro, Itaewon
Seoul Korea
2dong, Yongsan-gu, Seoul, South Korea
55 and 57 Zhouzi Street, Neihu District, Taipei City,
Taipei, Taiwan
Taiwan
263
OFFICES ADDRESS
EUROPE
Philippine Overseas Labor Office
Athens, Greece
10 Fhotidos St. Ambelokipi, Athens 11523, Greece
Philippine Embassy, 6 Suffolk St.
London, United Kingdom
London SW1Y 4 HG, United Kingdom
c/o Philippine Consulate General, Via Stelvio 71, Via
Milan, Italy
Bernina 18 Milan, Italy
Philippine Embassy Viale Delle Medaglie D'Oro
Rome, Italy
112/114 00136 Rome, Italy
MIDDLE EAST
c/o Philippine Embassy, W-48 Street, 8
Abu Dhabi, UAE
Sector 2-23, Plot 51, Al Qubaisat, Abu Dhabi, UAE
Skyfreight Forwarders 1st Street corner King Fahad
Alkhobar, KSA Street, P.O. Box 2539, Alkhobar,
Kingdom of Saudi Arabia
Philippine Embassy Villa No. 939 Road No. 3320,
Bahrain
Mahooz Area PO Box 26681 Manama, Bahrain
Doha, Qatar Al Furat Street, Zone 66, Onaiza Area, Doha, Qatar
c/o Philippine Consulate General / Philippine
Dubai, UAE Overseas Labor Office, P.O. Box 4960, Beirut St., Al
Qusais, Dubai, UAE
c/o Philippine Consulate General, P.O. Box 4794
Jeddah, KSA
Jeddah, KSA, Umm Al-Qura Street Rehab District
Villa 817, Block 1, Street 101, Al Sadiq Area, State of
Kuwait
Kuwait
c/o Philippine Embassy, Viale Delle Medaglie D'Oro
Riyadh, KSA
112/114, Rome, Italy
NORTH AMERICA
Philippine Consulate General 556 5th Avenue New
New York, USA
York 10036 USA
Toronto, Canada Ontario, Canada M4P 3B5
List of Offices, Data as of November 10, 2021
264

Pag-IBIG Fund Citizen&#39;s Charter 2022-Edition 1-MSOC

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Pag-IBIG Fund Citizen&#39;s Charter 2022-Edition 1-MSOC

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Pag-IBIG Fund

In compliance with the provisions of R.A. 11032, otherwise known as the

IV. Service Pledge

To sustain quality service, we shall:

• Maintain a productive and safe work environment that promotes employees’

• Uphold transparency and accountability.

“Lingkod Pag-IBIG: Tapat na Serbisyo, Mula sa Puso”

Member Services (External Services)

• Application for Provident Benefits Claim 5

• Membership Registration at the Branch (Employee-Assisted) 179

VI. Feedback and Complaints 244

VII. List of Offices 251

 Membership Maturity - shall be based on 20 years of

3. Order of Retirement Voucher AFP, PNP, BJMP, BFP

4. Statement of Service (For AFP

5. Service Record (For members of PNP, BJMP, BFP

3. Certificate of Early Retirement (For Employer

4. GSIS Retirement Voucher GSIS

Permanent Total Disability (PTD) or

3. Physician’s Certificate/Statement Medical Clinic/Hospital

Critical illness of the member or

4. Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

5. Non-availability of Birth Record PSA and Pag-IBIG website

6. Physician’s Certificate/Statement Medical Clinic/Hospital

7. To establish kinship with the

▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

Termination from Service by

Death Claim - Married with Child/

3. Death Certificate of Member PSA or LCRO

4. Proof of Surviving Legal Heirs Pag-IBIG website (www.pagibigfund.gov.ph)

5. Marriage Certificate issued by PSA PSA or LCRO

6. Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

7. Declaration of Guardianship (HQP- Pag-IBIG website (www.pagibigfund.gov.ph)

▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

Death Claim – Married (Without

3. Death Certificate of Member PSA or LCRO

4. Proof of Surviving Legal Heirs Pag-IBIG website (www.pagibigfund.gov.ph)

5. Marriage Certificate issued by PSA PSA or LCRO

6. To establish kinship with the

▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

Death Claim - Single with Child/

3. Death Certificate of Member PSA or LCRO

4. Proof of Surviving Legal Heirs Pag-IBIG website (www.pagibigfund.gov.ph)

5. Certificate of No Marriage PSA

6. Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

7. Declaration of Guardianship Pag-IBIG website (www.pagibigfund.gov.ph)

▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

Death Claim - Single (Without Child/

3. Death Certificate of Member PSA or LCRO

4. Proof of Surviving Legal Heirs Pag-IBIG website (www.pagibigfund.gov.ph)

5. Certificate of No Marriage PSA

6. To establish kinship with the

▪ Birth Certificate issued by PSA or PSA or LCRO/Parish or Church

Permanent Departure from the

3. Passport with Immigrant Visa/ DFA

4. Declaration of Intention to Depart Pag-IBIG website (www.pagibigfund.gov.ph)

2. Passport (1 Photocopy) Issuing Country

3. Alien Employment Permit (AEP) DOLE

Filing Through a Representative

2. Authorization Letter (1 Original) Member

2. Authorization Letter (1 Original) Member

4. Order of Retirement Voucher AFP, PNP, BJMP, BFP

5. Statement of Service (For AFP

6. Service Record (For members of PNP, BJMP, BFP

Pag-IBIG Fund Citizen's Charter 2022-Edition 1-MSOC

Pag-IBIG Fund Citizen's Charter 2022-Edition 1-MSOC