ARTA Citizens Charter 2021 1st Edition PDF

1st
ANTI-RED TAPE AUTHORITY
CITIZEN’S CHARTER
2021 (1st Edition)
2
FOREWORD
The Anti-Red Tape Authority (ARTA), as the agency mandated by Republic Act No. 11032 to monitor and
ensure compliance with the national policy on anti-red tape and ease of doing business in the country,
endeavors to set an example to its fellow government agencies by exhibiting proper compliance with all
provisions of the law and the Citizen’s Charter provided as one among many.
In view of R.A. 11032 requiring all government agencies to have a Citizen’s Charter, the different offices
under the Authority have worked together to craft its own Citizen’s Charter with the aim to communicate
the service standards of the external and internal services that we provide to our clients. Further, we
ensure that we need to meet the deadlines that the law has set for all government agencies and being the
Authority, we recognized that no one is above including ourselves and in no way exempted to what the
law mandates.
It is our mission to be the window to the future, an exemplification of what government agencies would
look like – an agency that advocates smarter initiatives for an effective, efficient, and pro-people
government.
I enjoin all agencies to do the same.
Indeed, the President’s train of reform for the people against red tape has been gaining momentum and
is now blazing through. Anyone who chooses to go against it shall be run over.
SECRETARY JEREMIAH B. BELGICA

Director General
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I. Mandates:
Under Section 17 of R.A. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018,
the Anti-Red Tape Authority shall be created to ensure the attainment of the objectives of the said Act which will be
attached to the Office of the President and be responsible for the following:
(a) Implement and oversee a national policy on anti-red tape and ease of doing business;
(b) Implement various ease of doing business and anti-red tape reform initiatives aimed at improving the ranking of
the Philippines;
(c) Monitor and evaluate the compliance of agencies covered under Section 3 of this Act, and issue notice of warning
to erring and/or noncomplying government employees or officials;
(d) Initiate investigation, motu proprio or upon receipt of a complaint, refer the same to the appropriate agency, or file
cases for violations of this Act;
(e) Assist complainants in filing necessary cases with the CSC, the Ombudsman and other appropriate courts, as
the case may be;
(f) Recommend policies, processes and systems to improve regulatory management to increase the productivity,
efficiency, and effectiveness of business permitting and licensing agencies;
(g) Review proposed major regulations of government agencies, using submitted regulatory impact assessments,
subject to proportionality rules to be determined by the Authority;
(h) Conduct regulatory management training programs to capacitate NGAs and LGUs to comply with sound
regulatory management practices;
(i) Prepare, in consultation with the appropriate agencies, regulatory management manuals for all government
agencies and/or instrumentalities and LGUs;
(j) Provide technical assistance and advisory opinions in the review of proposed national or local legislation,
regulations or procedures;
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(k) Ensure the dissemination of and public access to information on regulatory management system and changes in
laws and regulations relevant to the public by establishing the Philippine Business Regulations Information
System;
(l) Enlist the assistance of the CSC, DTI and other government agencies in the implementation of its powers and
functions provided for in this Act; and
(m) Perform such acts as may be necessary to attain the objectives of this Act.
II. Vision:
A Philippine Government that is clean, just, highly efficient, technology-enabled and people-centered which
enables a high-trust society with a globally competitive service and business environment.
III. Mission:
To achieve our Vision, we will transform the way the Government serves and enables its Citizens and
Stakeholders through good regulatory practices, streamlining and re-engineering of processes, collaboration,
and application of technology.
Likewise, we will strictly implement and oversee a National Policy on Anti-Red Tape and Ease of Doing
Business through monitoring compliance of agencies, initiating investigations, or filing cases for violations of RA
11032.
IV. Service Pledge:

As public servants, the Anti-Red Tape Authority commits to embody:
Integrity: We commit ourselves to be the catalysts of change and development, serving the interest of the Filipino
people above all.
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Citizen Centricity: We promote accountable, transparent governance by cutting excessive bureaucracy and
enhancing the local business environment. ARTA lives by the principle that “Public service is a public trust.”
Innovation: We believe that efficiency is a continuous and collaborative effort rather than an end goal. Through
a productive and sustainable system, we grow as a nation.
LIST OF SERVICES
ANTI-RED TAPE AUTHORITY (Main Office)
External Services
Better Regulations Office (BRO) 10-25
Better Regulations Division (BRD)
1. Submission of Comments on Proposed Major Regulations (Online) 11-12
2. Submission of Comments on Proposed Major Regulations (Walk-In) 12-13
3. Request for Data related to Business Regulations (Online) 14-16
4. Request for Data related to Business Regulations (Walk-In) 16-18
Doing Business Division
1. Request for Doing Business Data/Information 19-21
Regulatory Management Training Division (RMTD)
1. Request for Regulatory Impact Assessment (RIA) Training 22-25
Compliance Monitoring and Evaluation Office (CMEO) 26-35
1. Response to E-mail Clarification/Inquiry (Compliance-Related)
Legal and Public Assistance Office (LPAO) 36-166
1. Filing of Non-ARTA Related Complaints 37-51
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2. Filing of Complaints (Email) 52-62
3. Filing of Complaints (Physical Letter) 63-75
4. Filing of Complaints (Walk-in) 76-87
5. Request for Legal Opinion 88-93
6. Request for Comment (BRO) 94-107
7. Request for Issuance of Compliance Order (CMEO) 108-114
8. Request for Issuance of Order of Automatic Approval/Extension for Complex Transactions115-123
9. Request for Issuance of Order of Automatic Approval/Extension for Complex Transactions
(with Standard Disposition of Complaints) 124-131
10. Request for Issuance of Order of Automatic Approval/Extension for Complex Transactions
(with Disposition of Complaints via virtual proceedings) 132-139
11. Request for Issuance of Order of Automatic Approval/Extension for Highly Technical Transactions
140-147
(with Standard Disposition of Complaints) 148-156
(with Disposition of Complaints via virtual proceedings) 157-165
Investigation Enforcement and Litigation Office (IELO) 166-170
1. Standard procedure for the disposition of complaints endorsed to ARTA-IELO
Finance and Administrative Office (FAO)

Public Relations Unit (PRU) 171-178
1. Request for Briefing
2. Request for Statements/Advisories
Human Resources Development Division (HRDD) 179-190
1. Hiring of Plantilla Personnel for Successful Applications
2. Hiring of Plantilla Personnel for Failed Applications
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Internal Services
Compliance Monitoring and Evaluation Office 192-194
1. Issuance of a Copy of the Citizen’s Charter Handbook
Public Relations Unit (PRU) 195-199
1. Request for ARTA Collaterals
Finance Division 200-213

1. Processing of Payroll
2. Request for Certification of Availability of Funds
3. Disbursements
General Services Division 214-241
1. Cash Advance from Petty Cash Fund 215-216
2. Request for Expenses from Petty Cash Fund 217-218
3. Purchase Request for Goods (Items, Supplies, and Materials) through public bidding 219-222
4. Purchase Request for Goods (Items, Supplies, and Materials) through shopping 223-224
5. General Services for Building and Maintenance Request (Simple Repairs) 225-226
6. General Services for Building and Maintenance Request (Complex Request/ Requiring AMP) 227-229
7. Documentation and Assigning of Serial Number for Office Orders, Memorandum Circulars, and Other Official
Issuances 230-232
8. Receiving of Incoming Documents 233-235
9. Request for Certified True Copy of Department Orders, Administrative Orders, and Other ARTA Issuances
236-237
10. Receiving of Inventory Items 238-239
11. Request and Issuance of Inventory Items 240-241
Information and Communications Technology Unit 242-244
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1. Request for ICT Technical Support
Human Resources Development Division (HRDD) 245-250
1. Request for Employee Records
2. Application for Leave
Feedback and Complaints Mechanism 251-252
List of Offices 253-255
Annex A 256-257
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EXTERNAL SERVICES
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Better Regulations Office (BRO)
External Services
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1. Submission of Comments on Proposed Major Regulations (Online)
Stakeholders may provide their comments and suggestions on major regulatory proposals being assessed by the Better
Regulations Office – Sectoral Division as provided by Section 5 and 17 of R.A. No. 11032. To submit their comments,
stakeholders must fully accomplish and submit the Better Regulations Division Comment Form available at the ARTA
website.
Better Regulations Division (BRD);
Office/Division:
Information and Communications Technology (ICT) Division
Classification: Simple
G2C – Government to Citizen; G2B – Government to Business; G2G – Government to
Type of Transaction:
Government
Who may avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished digital BRD Comment Form (1 Electronic ARTA Website (if available, be specific in the website
Copy) requiring the following information: link)
• Full Name with Signature of the submitting
person/representative
• Contact Number and E-mail Address of the said
• Identified Proposed Regulation
• Comments on Said Proposed Regulation
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Submit comments and the 1.1 Receive the BRD Comment None 1 Day ICT Officer
required information through Form from the citizen or Information and
the BRD client and forward to Communications
Comment Form via www.art concerned Better Technology (ICT)
a.gov.ph Regulations Division. Division
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Project
Development
Officer (Records)
Better Regulations
Division (BRD)
2. Receive an e-mail reply from 2.1 Send an e-mail reply from None 1 Day Project
ARTA acknowledging receipt ARTA acknowledging Development
of the submission receipt of the submission. Officer
Better Regulations
Division (BRD)
TOTAL: None 2 Days
2. Submission of Comments on Proposed Major Regulations (Walk-In)

Stakeholders may provide their comments and suggestions on major regulatory proposals being assessed by the Better
Regulations Office – Sectoral Division as provided by Section 5 and 17 of R.A. No. 11032. To submit their comments,
stakeholders may submit a duly accomplish comment form with the receptionist of the ARTA.
ARTA Receptionist/Records Division;
Office/Division:
Type of Transaction: Government
Who may avail: All
1. Accomplished hard copy of BRD Comment Form (1 Original ARTA Reception Desk
Copy) with the following information:
• Full Name with Signature of the submitting
• Contact Number and E-mail Address of the said
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• Identified Proposed Regulation
• Comments on Said Proposed Regulation
1. Submit 1 hard copy of the 1.1 Receive the BRD Comment None 5 Minutes ARTA Receptionist
accomplished Form from the citizen or Finance and
BRD Comment Form at the client Administrative
ARTA reception desk Office (FAO)
2. Get the receiving copy of 2.1. Return the receiving copy None 5 Minutes ARTA Receptionist
the said form from the of the said form to the Finance and
ARTA Receptionist submitting party Administrative
Office (FAO)
2.2. Submit the BRD Comment None 1 Day ARTA Receptionist

Form to the BRD Records Finance and
Officer Administrative
Office (FAO)
Project
Development
Officer (Records)
Better Regulations
Division (BRD)
2.3. Forward the Comment None 1 Day Project
Form to the BRD Division Development
concerned Officer (Records)
Better Regulations
Division (BRD)
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2 Days, 10
TOTAL: None
Minutes
3. Request for Data related to Business Regulations (Online)

In line with Section 17(k) of R.A. No. 11032, ARTA shall ensure the dissemination of and public access to information on
laws and regulations relevant to the public. Hence, citizens, businesses, and other government agencies and institutions
may request for data related to business regulations from the Authority via online thru the ARTA website. The Better
Regulations Sectoral Division exercises environmental responsibility by issuing documents in a secure electronic format
via e-mail. It will not provide printed documents unless extremely necessary.
Better Regulations Division (BRD);
Office/Division:
Information and Communications Technology (ICT) Division
Classification: Complex
Who may avail: All
1. Accomplished digital BRD Data Request Form (1 Electronic ARTA Website
Copy) requiring the following information:
• Full Name with Signature of the person requesting the
data
• Purpose
• Specific Data Requested Contact number and email
address of requesting party
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1. Submit the request through 1.1 Receive the None 4 Hours ICT Officer
the BRD Data Request Form BRD Data Request Form Information and
via www.arta.gov.ph from the citizen or Communications
client and forward to the Technology (ICT)
concerned Better Division
Regulations Division
2. Receive an automatic e-mail 2.1. Send an automatic e-mail None 4 Hours Project
reply from reply to the requesting Development
ARTA acknowledging receipt party to Officer
of the request acknowledge receipt of the Better Regulations
said form Division (BRD)
2.2. BRD to search for None 3 days Project

the business regulation of Development
concern and Officer
conduct appropriate review, Better Regulations
based on the requested Division (BRD)
data.
2.3. BRD to consult None 2 days Project
with and request Development
clearance Officer and BRO
from the Director of Director
the Better Regulations Better Regulations
Office (BRO) for Division (BRD)
the review and release
of pertinent data.
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3. Receive an 3. Send an e-mail reply None 1 day Project
email reply from BRD re the to the requesting party Development
requested data providing the data Officer
requested (if available) or Better Regulations
notification on unavailability Division (BRD)
of data
TOTAL: None 7 Days
4. Request for Data related to Business Regulations (Walk-In)

For citizens, businesses, and government agencies and institutions in need of data related to business regulations and
prefer face-to-face transactions, walk-in requests will also be accommodated in the ARTA office. This is in compliance to
Section 17(k) of the EODB-EGSD Act of 2018, which mandates the dissemination of and public access to information on
laws and regulations relevant to the public. The Better Regulations Sectoral Division exercises environmental
responsibility by issuing documents in a secure electronic format via e-mail. It will not provide printed documents unless
extremely necessary.
ARTA Receptionist/Records Division;
Office/Division:
Who may avail: All
1. Accomplished hard copy of BRD Data Request Form (1 ARTA Reception Desk
Original Copy) with the following information:
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•Full Name with Signature of the person requesting the data
•Purpose
•Specific Data Requested
•Contact number and email address of requesting party
1. Submit 1 hard copy of the 1.1. Receive BRD Data None 15 Minutes ARTA Receptionist
accomplished BRD Data Request Form at the ARTA
Request Form at the ARTA reception desk
reception desk
2. Get the receiving copy of 2.1. Return the receiving copy None 15 Minutes ARTA Receptionist
the said form from the ARTA of the said form to the
receptionist requesting party
2.2. Submit the BRD Data None 15 Minutes ARTA Receptionist

Request Form to the BRD
Records Officer Project
Development
Officer (Records)
Better Regulations
Division (BRD)
2.3. Forward the Data Request None 15 Minutes Project
Form to the BRD Development
concerned Officer (Records)
Better Regulations
Division (BRD)
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2.4. BRD to send None 7 hours Better Regulations
acknowledgement email Officer
to requesting party Better Regulations
to confirm receipt of data Division (BRD)
request.
2.5. BRD to search for the None 3 days Better Regulations
business regulation of Officer
concern and conduct Better Regulations
appropriate review, based Division (BRD)
on the requested data.
2.6. BRD to consult with and None 2 days Better Regulations
request clearance from the Officer and BRO
Director of the Better Director
Regulations Office (BRO) Better Regulations
for the review and release Division (BRD)
of pertinent data.
3. Receive an e-mail reply from 3.1. Send an e-mail reply to the None 1 day Better
BRD re the requested data requesting party providing Regulations Officer
the data requested (if Better Regulations
available) or notification on Division (BRD)
unavailability of data.
TOTAL: None 7 Days
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Doing Business Division (DBD)
External Services
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1. Request for Doing Business Data/Information
The Doing Business Division performs simple data extraction or research studies/ report related to competitiveness and
doing business which may be requested by an individual, academe, partner agencies, and organization.
Office/Division: Doing Business Division

G2C – Government to Citizens; G2B – Government to Business; G2G – Government to
Government
All Government Offices and Agencies in the Executive Department, including Local
Who may avail: Government Units, Government–Owned and Controlled Corporations (GOCCs), Other
Government Instrumentalities, Organizations/ Private Sector Partners, and Individual
1. Accomplished DB Data Request Form (1 Original or 1 Anti-Red Tape Authority – Doing Business Division
Electronic Copy)
2. Official Request Letter endorsed by concerned office/ division Requesting Government Agency/ Organization/
(1 Original or 1 Electronic Copy) Individual
1. Transmit Request Letter for 1.1. Receive/ Acknowledge and None 4 Hours Project
Doing Business Data/ evaluate the request Development
Information Officer
Doing Business
Division
1.2. Send DB Data Request None 10 Minutes Project

Form to the requesting Development
agency/ organization Officer
Doing Business
Division
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2. Accomplish and send back 2.1. Receive the accomplished None 4 Hours Project
the DB Data Request Form form Development
Officer
Doing Business
Division
3. Wait for the request to be 3.1. Approve or disapprove the None 4 Hours Director /Division
processed request Chief
If disapproved, notify the Doing Business

requesting party immediately Division
3.2. Process the requested None 1 Day Project

data Development
Officer
Doing Business
Division
4. Receive the requested data 4.1. Send / Release the None 10 minutes Project
or information requested data or Development
information. Officer
Doing Business
Division
2 Days, 4
TOTAL: None Hours, 20
Minutes
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Regulatory Management Training Division (RMTD)
External Services
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1. Request for Executive Seminar on Regulatory Management System and Regulatory Impact
Assessment
Executive Seminar on Regulatory Management System and Regulatory Impact Assessment aims to discuss the
importance of RMS and provide an overview on RIA, including the role of Top Management Officials in
institutionalizing RMS and RIA in their respective agencies.
Office/Division: Regulatory Management Training Division (RMTD)

Type of Transaction: G2G – Government to Government
Who may avail: Agencies covered under RA 11032

1. Letter request for Training (1 Original Copy or 1 Electronic
Requesting agency
Copy)
2. Online Registration Form (1 Entry per participant) RMTD
3. Online Client Satisfaction Form (1 Entry per participant) RMTD

PHASE 1: PRE-TRAINING
1. Submit one (1) electronic 1.1. Provide None 1 Day Project

copy of a signed letter acknowledgement Development
requesting for Executive e-mail to the requesting Officer I or II
Seminar through email agency Regulatory
at RMTD@arta.gov.ph or a Management
hard copy addressed to the Training Division
Regulatory Management
Training Division (RMTD).
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The letter should contain
target date of conduct
indicative list and number of
participants
1.2. Confirm the final None 1 Day Project
schedule of the training Development
with the requesting Officer I or II
agency and send out Regulatory
links for the Online Management
Registration Form Training Division
2. Complete the Online 2.1. Acknowledge training None 1 Day Project
Registration Form and provide platform details Development
details of the training platform Officer I or II
(online or face-to-face) via Regulatory
email Management
Training Division
PHASE 1: PRE-TRAINING PROCESSING TIME 3 DAYS
PHASE 2: TRAINING PROPER

3. Receive the training material/s 3.1. Provide one (1) training None Project
Actual duration
and attend the Regulatory material per participant Development
of the training
Impact Assessment (RIA) and facilitate the program Officer I or II
*Administration
Training flow and workshops Regulatory
of RIA Training
Management
is on a per
Training Division
schedule basis.
(RMTD)
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4. Accomplish one (1) copy 4.1. Acknowledge the None 1 Day Project
of the Action Plan of the submitted Action Plan Development
agency to be submitted within through email Officer II or III
five (5) Regulatory
working days electronically at Management
RMTD@arta.gov.ph Training Division
(RMTD)
*Template will be provided by
RMTD/DAP.
4.2. Review the submitted None 5 Days Project

Action Plan, Development
particularly the agency’s Officer II or III
plans on the Regulatory
implementation, and Management
check for the required Training Division
signatories (RMTD)
4.2. Provide the training None 1 Day Project
certificates to the Development
participating agency Officer II or III
once the Action Plan has Regulatory Manage
been approved ment Training
Division (RMTD)
TOTAL: None 10 Days
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Compliance Monitoring and Evaluation Office (CMEO)
External Services
27
1. Request for Information - Response (Compliance-Related)
CMEO shall provide response to the compliance related clarifications and inquiries received on the compliance email
Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Division A, B, C. and D

Who may avail: All
1. E-mail Clarification/Inquiry (1 Electronic Copy) Citizen or Client
1. Submit an e- 1.1 Acknowledge the receipt of None 6 Hours
mail clarification/inquiry to the e-mail of the requesting PDO IV
compliance@arta.gov.ph party Division D CMEO
1.2 Forward the request to None 2 Hours
Division in-charge
1.3 Review request and None 1 Day 6 Hours PDO III
prepare necessary Division A, B, C or
response D - CMEO
2. Receive e-mail response 2.1 Send response to the e- None 2 Hours PDO III Division A,
from Compliance Officer mail clarification/inquiry of B, C, and D CMEO
the citizen or client
TOTAL: None 3 days
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2. Request for Information – Response via Email (Compliance-Related)
CMEO in coordination with other ARTA Offices shall provide response to the clarifications and inquiries received
directly on the compliance email
Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions A, B, C and D

Who may avail: All
1. E-mail Clarification/Inquiry (1 Electronic Copy) Citizen or Client
1. Submit an e- 1.1. Acknowledge the receipt None 6 Hours PDO IV
mail clarification/inquiry to of the e-mail of the Division D CMEO
compliance@arta.gov.ph requesting party
1.2 Forward the request to None 2 Hours
Division in-charge
1.3 Evaluate request and None 1 Day PDO III
coordinate with other Division A, B, C or
ARTA offices / divisions D - CMEO
for comments / inputs
1.4 Evaluate request and None 2 Days Other ARTA staff
prepare comments / Division / Office in
inputs. charge)
1.5 Consider /adapt None 1 Day PDO III
comments / inputs and Division A, B, C or
prepare report. D - CMEO
1.6 Submit to the Director for
approval
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1.7 Review and approve for None 1 Day Director - CMEO
transmittal
2 Receive e-mail response 2. Send response to the e- None 1 Day Division A, B, C or D
from Compliance Officer mail clarification/inquiry of - CMEO
the citizen or client
TOTAL: None 7 days
3. Request for Information – Response via Official Letter (Compliance-Related)

CMEO in coordination with other ARTA Offices shall provide response to the clarifications and inquiries received
directly on the compliance email via written document

Classification: Highly Technical
Who may avail: All
1. E-mail Clarification/Inquiry (1 Electronic Copy) or Written Citizen or Client
clarification / inquiry directly sent to CMEO
1. Submit a clarification/inquiry 1.1. Acknowledge the receipt None 6 Hours PDO IV
either via email to of the e-mail of the Division D CMEO
compliance@arta.gov.ph or requesting party
through written request 1.2. Forward the request to None 2 Hours
addressed to CMEO Division in-charge
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1.3. Evaluate request and None 1 Day PDO III
coordinate with other Division A, B, C or
ARTA offices / divisions D - CMEO
for comments / inputs
1.4. Evaluate request and None 3 Days Legal and Public
prepare comments / Affairs Office - Atty
inputs. III - IV, Better
Regulations Office -
PDO I - IV,
Regulatory
Management and
Training Division -
PDO I-IV
1.5. Consider /adapt None 2 Days PDO III
comments / inputs and Division A, B, C or
prepare report. D - CMEO
1.6. Submit to the Director for
approval
1.7. Approve for transmittal to None 1 Day Director - CMEO
Deputy Director General
for Operations (DDGO)
by the Director
1.8. Transmit report to Office None 4 Hours PDO III
of DDGO (ODDGO) for Division A, B, C or
approval and signature D - CMEO
1.9. Receive prepared None 4 Hours Executive Assistant
document for ODDGO
1.10. Review prepared None 3 Days Deputy Director
document General for
1.11. Sign document Operations
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1.12. Transmit signed None 4 Hours Executive Assistant
document to Compliance for ODDGO
Officer
2. Receive e-mail response 2.2. Send response to the e- None 4 Hours PDO III
from Compliance Officer mail clarification/inquiry of Division A, B, C or
the citizen or client D - CMEO
TOTAL: None 13 days
4. Request for Information – Response with Legal Opinion (Compliance-Related)

Compliance-related clarifications/queries will be responded to by CMEO via official letter, in coordination with Legal
Division

Who may avail: All
1. Submit a 1.1. Acknowledge the receipt None 6 Hours PDO IV
clarification/inquiry either of the e-mail of the Division D CMEO
via email to requesting party
compliance@arta.gov.ph 1.2. Forward the request to None 2 Hours
Division in-charge
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or through written request 1.3. Evaluate request and None 1 Day PDO III
addressed to CMEO seek legal opinion Division A, B, C or D -
1.4. Request for legal opinion CMEO
1.5. Transmit to Director
(CMEO) for request to
Legal
1.6. Review request and None 1 Day Director - CMEO
transmit to Director of
Legal and Public
Assistance Office (LPAO)
1.7. Receive request and None 1 Day Director - LPAO
assign to Legal Officer
1.8. Review request and None 6 Days Atty II - Atty IV, LPAO
provide legal opinion
1.9. Review legal opinion and None 2 Day Director - LPAO
transmit to CMEO
1.10. Consider /adapt None 3 Days PDO III
comments / inputs and Division A, B, C or D -
prepare report. CMEO
1.11. Submit to the Director for
approval
1.12. Review and approve for None 1 Day Director
transmittal to Deputy
Director General for
Operations (DDGO) by
the Director
1.13. Transmit report to Office None 5 Hours PDO III
of DDGO (ODDGO) for Division A, B, C or D -
approval and signature CMEO
1.14. Receive prepared None 1 Hour Executive Assistant
document for ODDGO
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1.15. Review prepared None 3 Days Deputy Director
document General for
1.16. Sign document Operations
1.17. Transmit signed None 1 Hour Executive Assistant
document to Compliance for ODDGO
Officer
2. Receive e-mail response 2.1 Send response to the e- None 1 Hour PDO III
from Compliance Officer mail clarification/inquiry of Division A, B, C or D -
the citizen or client CMEO
TOTAL: None 20 days
5. Request for Evaluation of Citizen’s Charter

CMEO shall provide the evaluation of the submitted Citizen’s Charter Handbooks of government agencies in
reference to the manner of writing prescribed by ARTA.
Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions C

Who may avail: All Government Agencies
1. Submit an e-mail request for 1.1. Acknowledge the receipt None 6 Hours PDO IV
evaluation of Citizen’s of the e-mail of the Division D CMEO
requesting party
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Charter Handbook of a 1.2. Forward the request to None 2 Hours
government agency to Division in-charge
compliance@arta.gov.ph or 1.3. Review submitted None 1 Day PDO III
through written request Citizen’s Charter Division A, B, C or
addressed to CMEO D - CMEO
1.4. Final Review 1 Day PDO IV – Division
C (CMEO)
1.5. Prepare evaluation None 1 Day PDO III
report and submit to the Division A, B, C or
Director for approval D - CMEO
1.6. Review and approve for None 1 Day Director - CMEO
transmittal
2. Receive the evaluation 2.1 Transmit evaluation report None 1 Day PDO III
report on Citizen’s Charter to the requesting office / Division A, B, C or D
Handbook of a government division - CMEO
agency via e-mail
TOTAL: None 6 days
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6. Request for Orientation – Citizen’s Charter Briefing
CMEO shall provide the orientation on Citizen’s Charter Handbooks
Office/Division: Compliance Monitoring and Evaluation Office (CMEO) - Division B

Who may avail: All Government Agencies
1. Formal letter of Request Citizen or Client
1. Submit an e-mail request for 1.1. Acknowledge the receipt of None 6 Hours PDO IV
Orientation on Citizen’s the e-mail of the requesting Division D CMEO
Charter Briefing party
1.2. Forward the request to None 2 Hours
Division in-charge
1.3. Review request and set None 3 Days PDO III
schedule Division A, B, C or
1.4. Prepare presentation D - CMEO
2. Receive e-mail response 2.1 Inform the client of the final None 1 Day PDO IV
from Compliance Officer schedule and conduct the Division A, B, C or D
orientation on the agreed - CMEO
upon date and time
TOTAL: None 5 Days
* Orientation on Citizen’s Charter usually lasts for four (4) hours.
36
Legal and Public Assistance Office (LPAO)
External Services
37
1. Filing of Non-ARTA Related Complaints
Complaints received by the Anti-Red Tape Authority (“Authority”) that are NOT within its mandate as prescribed under
Republic Act No. 11032 are acknowledged or referred to the appropriate government agency. These are complaints
deemed to be beyond the jurisdiction of the Authority.1
Office/Division: Legal and Public Assistance Office (LPAO)
Type of Transaction: G2C – Government to Citizen; G2B – Government to Business; G2G – Government to
Government
Who may avail: All
For Walk-Ins:
1. Valid government-issued ID. (Present 1 copy of ANY of 1. Issuing Government Agency
the following): a. Land Transportation Office
a. Driver’s License b. Social Security System
b. SSS UMID Card c. Department of Foreign Affairs
c. Passport d. Professional Regulatory Commission
d. PRC License e. Local Government Unit – Office for Senior
e. Senior Citizen ID Citizen Affairs
f. PhilHealth ID f. Philippine Health Insurance Corporation
g. Voter’s ID (PhilHealth)
h. Postal ID g. Commission on Election (COMELEC)
h. Philippine Postal Corporation (PhlPost)
2. Duly Accomplished Complaint Form2 (1 Copy, Original, or
Photocopy) 2. Public Assistance and Complaints Desk (PACD)
or download the form at the ARTA Website
http://arta.gov.ph/pages/downloads/
1 Joint Memorandum Circular No. 2019-01 Series of 2019 or “The Implementing Rules and Regulations of Republic Act No. 11032 otherwise
known as the ‘Ease of Doing Business and Efficient Government Service Delivery Act of 2018’”, Rule XIV Section 3 Par. 2
2 See ANNEX A
38
3. Evidence of such Violation/s such as but not limited to: 3. Public Assistance and Complaints Desk (PACD)
a. Document that will prove that there is a pending or download the form at the ARTA Website
application http://arta.gov.ph/pages/downloads/
For Registered Mails/E-mails/Personal Messenger:
1.Mail/E-mail including the following information:
• Full Name of the Complainant (optional) A – H - Complainant
• Address of the Complainant
• Contact Details of the Complainant
• Details of the Act/s Complained of
• Person/s Charged
• Name of Government Agency of Person/s Charged
• Evidence of such Violation/s
• Relief/s Prayed for
I and J - Public Assistance and Complaints Desk and
• Notarized Certification of No Pending Case Involving
ARTA Website (http://arta.gov.ph/pages/downloads/)
the Same Issues and Same Parties (1 scanned copy
if submitted through email or 1 original copy)
• Notarized Affidavit of Completeness with Annexes (if
requesting for Automatic Approval) (1 scanned copy
if submitted through email or 1 original copy)
FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
For Walk-Ins:
1. Present 1 valid 1.1. Scan/photocopy the ID for None 1 Hour Guard-on Duty or
government-issued ID to records purposes and Front desk Officer
the front desk officer or provide the Complaint
Guard-on-Duty for security Form to the complainant.
purposes.
39
2. Submit the duly filled out 2.1 Receive the duly None 15 Minutes
Complaint Form (including accomplished Complaint
any form of evidence) to the Form from the
Complaint Officer or Officer Complainant and attend to
of the Day assigned at the his/her concern.
Public Assistance and 2.2. Discuss the details of the 2 Hours
Complaints Desk (PACD) of complaint with the
the Anti-Red Tape Authority complainant to specify
and communicate the the alleged violations,
issue/s being encountered that complaint is not
ARTA-related, and
identify the relief sought Complaints Desk
for. Officer
2.3. Identify with complainant 30 Minutes Legal and Public
if complaint needs to be Assistance Office
referred to appropriate (LPAO)
government agency.
2.4. Scan all the documents 1 Hour
submitted by the
complainant.
2.5. Forward the complaint file 15 Minutes
to the Records Officer via
email.
to the Records Officer
(physical copies).
None 2.7. Check that the complaint None 15 Minutes

Records Officer
is not a duplicate of an
Legal and Public
already existing
Assistance Office
complaint.
(LPAO)
40
2.8. Assign a Unique tracking 15 Minutes
number following the
numeral format – UDK-
YEAR/MONTH/DAY-
NUMBER for the
complaint (eg. UDK-
20200101-1234) for the
complaint.
2.9. Record the receipt of the 15 Minutes
complaint
2.10. Raffle it to a complaint 15 Minutes
officer.
2.11. Attach a Complaint 15 Minutes
Handling Sheet
2.12. Forward the complaint
files to the designated 15 Minutes
Complaint Officer for
handling.
None 2.13. Read and evaluate the None 1 Day Complaint Officer
complaint including its Legal and Public
attached document/s and Assistance Office
recommend appropriate (LPAO)
action/s.
None 2.14. Fill-out the Complaint None 30 Minutes Complaint Officer
Handling Sheet online Legal and Public
with all the relevant Assistance Office
information e.g. (LPAO)
identified issue/s,
violation/s, and
recommended action/s.
41
2.15. Secure all documents 30 Minutes
related to the complaint
in a folder, arranged
chronologically and
properly labeled.
None 2.16. Draft an None
Acknowledgement Letter 2 Hours
or Referral Letter for the
complaint.
Complaint Officer
Legal and Public
2.17. Upload the draft in the 10 Minutes
Assistance Office
ARTA Share-point.
(LPAO)
2.18. Forward the file to the 15 Minutes
Legal Officer for review
and approval.
None If for Acknowledgement: None Legal Officer
2.19. Review the complaint 2 Days Legal and Public
and the draft Assistance Office
Acknowledgement Letter (LPAO)
2.20. Sign the
acknowledgement letter 1 Day
and forward to
Complaints Officer for
sending.
If for Referral:
2.21. Review the complaint 2 Days
and the draft Referral
Letter
2.22. Forward reviewed 1 Day
Referral Letter to
42
Director of LPAO and
obtain signature.
2.23. Forward signed Referral 30 minutes
Letter to the Complaints
Officer for sending.
3. Receive the If for Acknowledgement: None
Acknowledgement or copy 3.1 Receive the complaint file
of the Referral Letter via with the signed 1 Hour
physical mail or e-mail. Acknowledgement letter
for sending.
For Physical Mail:

3.2 Prepare attachments to be 30 Minutes
included in the mail.
3.3 Prepare envelopes and 15 Minutes
labels for mailing.
3.4 Record the action using 10 Minutes
the Outgoing Tracker. Complaint Officer
3.5 Forward to Records Officer 10 Minutes Legal and Public
for sending via regular Assistance Office
mail. (LPAO)
3.6 Forward the prepared 15 Minutes
envelope to the reception
area for mailing.
For Electronic Mail:

3.7 Scan the letter and save it 10 Minutes
as a PDF file.
3.8 Prepare the attachments 10 Minutes
for sending.
43
3.9 Send the PDF to the 10 Minutes
nominated email of the
complainant.
the Action Logbook.
If for Referral:
3.11 Receive the complaint file
with the signed Referral 1 Hour
letter for sending.
For Physical Mail:

3.12 Prepare attachments to 30 Minutes
be included in the mail.
labels for mailing.
the Outgoing Tracker.
3.15 Forward to Records 10 Minutes
Officer for sending via
regular mail.
area for mailing.

3.17 Scan the letter and save 10 Minutes
it as a PDF file.
for sending.
3.19 Send the PDF with 10 Minutes
attached supporting
44
documents to the email
address of the agency
concerned copy furnished
to the complainant.
3.20 Record the action using 10 minutes
the Action Logbook.
4. Record actions and close 4.1 Record and file all actions None 20 Minutes Complaint Officer
complaints. taken on the complaint Legal and Public
and tag the complaint in Assistance Office
the Complaints Database (LPAO)
as CLOSED
5 Days, 5 Hours,
Total for Acknowledgement – Physical Mail None
50 Minutes
5 days, 4 hours,
Total for Acknowledgement – Electronic Mail None
10 minutes
6 days, 5 hours,
Total for Referral – Physical Mail None
20 minutes
6 days, 4 hours,
Total for Referral – Electronic Mail None
20 minutes
For Registered Mails/E-mails/Personal Messenger:
1. Send the complaint with the Via Registered Mail None 10 Minutes Front Desk Officer
above-cited requirements. 1.1 Receive and sign courier’s Legal and Public
log indicating the Assistance Office
information on the (LPAO)
received mail.
45
For Registered Front Desk Officer
Mails/Personal Messenger: Via Personal Filing Legal and Public
Address: Legal and Public 1.2 Accepts the complaints 10 Minutes Assistance Office
Assistance Office and other relevant (LPAO)
4th Floor NFA Bldg, NFA documents, stamp and
Compound Visayas Ave. sign the receiving copy.
Brgy. Vasra, Diliman Quezon
City
Records Officer
For E-mails: Via Electronic Mail Legal and Public
complaints@arta.gov.ph 1.3 Send an Assistance Office
acknowledgement e-mail 10 Minutes (LPAO)
NOTE: upon receipt of the
Complaints with incomplete complaint. And proceed
requirements shall be closed to Step 1.5
after 10 Days from the date of
follow-up/request to the
complainant from the
Authority.
None Via Personal

Filing/Registered Mail
1.4. Scan all the documents 1 Hour
submitted by the
complainant. Front Desk Officer
1.5. Forward the complaint file 15 Minutes Legal and Public
to the Records Officer via Assistance Office
email. (LPAO)
(physical copies).
46
For Personal None
Filing/Registered
Mail/Electronic-Mail
1.7. Check that the complaint 15 Minutes
is not a duplicate of an
already existing complaint.
1.8. Assign a Unique tracking Records Officer
number following the 15 Minutes Legal and Public
numerical format – UDK- Assistance Office
YEAR/MONTH/DAY- (LPAO)
NUMBER for the complaint
(eg. UDK-2020-0101-
1234) for the complaint.
1.9. Record the receipt of the 15 Minutes
complaint
1.10. Raffle it to a complaint 15 Minutes
officer.
1.11. Attach a Complaint 15 Minutes
Handling Sheet
1.12. Forward the complaint
files to the designated 15 Minutes
handling.
None 1.13. Read and evaluate the None 1 Day Complaint Officer
recommend the (LPAO)
appropriate action/s.
47
None 1.14. Fill-out the Complaint None 30 Minutes Complaint Officer
Handling Sheet online Legal and Public
information e.g. identified (LPAO)
issue/s, violation/s, and
recommended action/s
1.15. Secure all documents 30 Minutes

related to the complaint in
a folder, arranged
chronologically and
properly labeled
None 1.16. Log the complaint and all None 15 Minutes Complaint Officer
relevant information in Legal and Public
the Complaints Database Assistance Office
(LPAO)
None 1.17. Draft an None 2 Hours
Acknowledgement Letter
or Referral Letter for the
Complaint Officer
complaint
Legal and Public
1.18. Upload the draft in the 10 Minutes
Assistance Office
ARTA Share-point
(LPAO)
1.19. Forward the file to the 15 Minutes
and approval
None For Acknowledgement None Legal Officer
1.20. Review the complaint 2 Days Legal and Public
and the draft Assistance Office
Acknowledgement Letter (LPAO)
1.21. Sign the
acknowledgement letter 1 Day
and forward to
48
sending
For Referral
1.22. Review the complaint 2 Days
and the draft Referral
Letter
1.23. Forward reviewed 1 Day
Referral Letter to
Director of LPAO and
obtain signature
1.24. Forward signed Referral 1 Day
Letter to the Complaints
Officer for sending
None 1.25. Receive the complaint file None 1 Hour Complaint Officer
with the signed Legal and Public A
Acknowledgement/
Referral letters, scan and
duplicate all documents
as necessary, prepare
envelopes for sending.
2. Receive the If for Acknowledgement None 1 Hour
Acknowledgement or Copy 2.1. Receive the complaint file
of the Referral Letter via with the signed
Registered Mail or e-Mail Acknowledgement letter
for sending.
Via Physical Mail:

2.2. Prepare attachments to 30 Minutes
49
2.3. Prepare envelopes and 15 Minutes
labels for mailing.
2.4. Record the action using 10 Minutes
2.5. Forward to Records 10 Minutes Complaint Officer
Officer for sending via Legal and Public
regular mail. Assistance Office
2.6. Forward the prepared 15 Minutes (LPAO)
area for mailing.
Via Electronic Mail:

2.7. Scan the letter and save it 10 Minutes
as a PDF file.
2.8. Prepare the attachments 10 Minutes
for sending.
2.9. Send the PDF to the 10 Minutes
complainant.
the Action Logbook.
If for Referral
2.11. Receive the complaint
file with the signed 1 Hour
Referral letter for
sending.
Via Physical Mail:

2.12. Prepare attachments to 30 Minutes
50
2.13. Prepare envelopes and 15 Minutes
labels for mailing.
2.15. Forward to Records 10 Minutes
regular mail.
2.16. Forward the prepared 15 Minutes
envelope to the
reception area for
mailing.
Via Electronic Mail:

2.17. Scan the letter and save 10 Minutes
it as a PDF file.
for sending.
2.19. Send the PDF with 10 Minutes
attached supporting
concerned copy
furnished to the
complainant.
the Action Logbook.
None 2.21 Record and file all None 20 Minutes Complaint Officer
actions taken in the Legal and Public
complaint and tag the Assistance Office
complaint in the (LPAO)
Complaints Database as
CLOSED.
51
Total for Acknowledgement – Physical Mail None 5 days, 35 minutes
4 days, 7 hours, 5
Total for Acknowledgement – Electronic Mail None
minutes
Total for Referral – Physical Mail None 6 days, 5 minutes
5 days, 5
Total for Referral – Electronic Mail None
minutes
2. Filing of Complaints (Email)

Filing of complaint/s against government agencies covered under Section 3 of Republic Act No. 11032 relative to the
alleged violations under Sections 12 (f) and 21 of the same Act3 via email.

Government
Who may avail: All
3 Ibid. Rule XIV Section 3 Par. 1

52
1. E-mail including the following information (if applicable): Complainant
- Full Name of the Complainant
- Address of the Complainant
- Contact Details of the Complainant
- Details of the Act/s Complained of
- Person/s Charged
- Name of Government Agency of Person/s Charged
- Evidence of such Violation/s, such as but not limited
to the following documents from the concerned
government agency:
▪ Transaction Slips (1 Scanned Copy)
▪ Receipts (1 Scanned Copy)
▪ Notification (1 Scanned Copy)
▪ Application Form (1 Scanned Copy)
▪ Payment Slips (1 Scanned Copy)
▪ Acknowledgement Receipts (1 Scanned
Copy)
▪ Confirmation Slips (1 Scanned Copy)
2. Relief/s Prayed for
3. Notarized Certification of No Pending Case Involving the Public Assistance and Complaints Desk and ARTA
Same Issues and Same Parties (1 scanned copy if Website (http://arta.gov.ph/pages/downloads/)
submitted through email or 1 original copy)
4. Notarized Affidavit of Completeness with Annexes (if Public Assistance and Complaints Desk and ARTA
requesting for Automatic Approval) (1 scanned copy if Website (http://arta.gov.ph/pages/downloads/)
NOTE: Complaints which do not disclose the identity of the

complainant will be acted upon and treated as anonymous
complaint provided that the rest of the details required
above are submitted.4 Complaints with incomplete
4 Ibid. Rule XIV Section 2 (a) (ii)

53
requirements and no contact information may not be acted
upon by the Authority.

1. Send the complaint with the 1.1 Check that the complaint None 15 Minutes
required information to the is not a duplicate of an
Legal and Public Assistance already existing complaint.
Office (LPAO) of the Anti- 1.2 Assign a Unique tracking Records Officer
Red Tape Authority via the number following the 15 Minutes Legal and Public
Complaints@arta.gov.ph numeral format – UDK- Assistance Office
e-mail YEAR/MONTH/DAY- (LPAO)
NUMBER for the
complaint (eg. UDK-2020-
0101-1234) for the
complaint.
1.3 Send an 15 Minutes
acknowledgement email
upon receipt of the
complaint.
54
None 1.4 Record the receipt of the None 15 Minutes Records Officer
complaint Legal and Public
1.5 Raffle it to a complaint 15 Minutes Assistance Office
officer (LPAO)
1.6 Attach a Complaint 15 Minutes
Handling Sheet
1.7 Forward the complaint 15 Minutes
files to the designated
handling
None 1.8 Read and evaluate the e- None 1 Day
mail complaint including
its attached document/s to
identify the form (the
required information is
complete) and the
substance (is it ARTA-
related or not) of the
complaint
Complaint Officer
1.9 Update the Complaint 10 Minutes
Legal and Public
Ticket Number following
Assistance Office
the numeral format –
(LPAO)
CTN-YEAR/MONTH/DAY-
NUMBER for the
complaint by changing the
UDK letters to CTN (eg.
Update (eg. UDK-
20200101-1234 to CTN-
20200101-1234)
1.10 Log as a docketed
complaint. 10 Minutes
55
None 1.11 Fill-out the Complaint None Complaint Officer
Handling Sheet online 30 Minutes Legal and Public
information e.g. (LPAO)
identified issue/s,
violation/s, and
recommended action/s
1.12 Secure all documents 30 Minutes
related to the complaint
chronologically and
properly labeled
None 1.13 Draft a Notice to Explain. None 2 Hours
1.14 Upload the draft in the Complaint Officer
ARTA Share-point 10 Minutes Legal and Public
1.15 Forward the file to the Assistance Office
Legal Officer for review 15 Minutes (LPAO)
and approval
None 1.16 Review the complaint None 2 Days
and the draft Notice to
Explain and sign his/her
initials on the final Legal Officer
reviewed draft Legal and Public
1.17 Forward the final Assistance Office
reviewed draft to the 1 Day (LPAO)
Director of Legal and
Public Assistance Office
for signature
56
None 1.18 Review the complaint None
and the draft Notice to 2 Days
Explain edit the draft Director
letter if necessary, signs Legal and Public
the letters, and return Assistance Office
the file including the (LPAO)
signed letters to the
Complaint Officer
None 1.19 Receive the complaint None Complaint Officer
file with the signed 1 hour Legal and Public
Notice to Explain Assistance Office
(LPAO)
2. Receive copy of the Notice For Physical Mail: None
to Explain to the 2.1. Prepare attachments to be 30 Minutes
Government Agency included in the mail
complained of via email 2.2. Prepare envelopes and 15 Minutes
labels for mailing
2.3. Record the action using the 10 Minutes
Outgoing Tracker
2.4. Forward to Records Officer 10 Minutes
for sending via regular mail
2.5. Forward the prepared 15 Minutes Complaint Officer
envelope to the reception Legal and Public
area for mailing Assistance Office
(LPAO)
2.6. Scan the letter and save it 10 Minutes
as a PDF file.
for sending.
2.8. Send the PDF with 10 Minutes
attached supporting
57
address of the agency Complaints Officer
concerned copy furnished Legal and Public
to the complainant. 10 Minutes Assistance Office
2.9. Record the action using the
Action Logbook.
2.10 Forward the entire docket 15 minutes

of the case to Legal
Division for next steps of
the complaint process.
2.11 Wait for the concerned None 7 Days Legal Officer
government agency to Legal and Public
respond to the Notice to Assistance Office
Explain.
3. Receive the response of the 3.1 Receive the response of None 10 Minutes
concerned government the agency on the NTE
agency to the Notice to sent and notify complainant
Explain that the complaint is
forwarded to Legal.
If the agency responded via 30 Minutes

email:
3.2 Acknowledge the email Legal Officer*
sent by the respondent Legal and Public
agency. Assistance Office
(LPAO)
If the agency responded via

regular mail/personal filing:
58
3.3 Draft and sign a letter 4 hours
addressed to the agency
acknowledging receipt of
their response.
3.4 Prepare the envelope and 15 Minutes
labels for sending.
3.5 Encode it in the Outgoing 15 Minutes
Trackers.
Officers for sending out.
envelope to the Reception
Area for regular mail.
4. Received notification from 4.1 Receive the entire docket of None 10 Minutes
the Authority that the the case from the
complaint has been Complaints Officer.
forwarded to Legal.
4.2 Review the case based on 3 Days
the available facts and
documents.
4.3 Draft a Findings and Legal Officer*
Recommendations for the 7 Days Legal and Public
complaint for the approval of Assistance Office
the LPAO Director. (LPAO)
If recommended for Closure:

4.4 Drafts Notice of Closure.
1 Hour
4.5 Upload both the Findings
and Recommendations and
Notice of Closure in the
ARTA Share-point for the
59
review and approval of the
Director for LPAO.
If recommended for
Investigation:
4.6 Upload both the Findings 15 Minutes
ARTA Sharepoint for the
Director for LPAO.
4.7 Forward the draft to the 15 Minutes

Director for LPAO for
review, approval, signature.
None 4.8 Receive and review the None

entire docket of the case 3 Days
including the Findings and
Recommendations. Director
Legal and Public
4.9 Approves or Disapproves Assistance Office
the Findings and 1 Hour
Recommendations
prepared by the Legal
Officer.
4.10 Forwards the Findings and 15 Minutes
Recommendations to the
Deputy Director General for
Legal for approval or
disapproval.
60
None 4.11 Receive and review the None
entire docket of the case 3 Days
including the Findings and Deputy Director
Recommendations. General for Legal
ODDG for Legal
4.12 Approves or Disapproves 1 Hour
the Findings and
Recommendations
Officer.
4.13 Returns the
Approved/Disapproved
Findings and
Recommendations to the 15 Minutes
Director for Legal and
Public Assistance.
If Approved for Closure: None
Director
4.14 Signs the Notice of 1 Day Legal and Public
Closure Letter and returns Assistance Office
it to the Legal Officer, (LPAO)
including the approved
Findings and
Recommendation.
4.15 Forward the signed Notice
of Closure to the 1 Day
sending to the
61
complainant and the
agency concerned.
30 Minutes
For Physical Mail: Legal Officer
4.16 Prepare attachments to be 15 Minutes Legal and Public
included in the mail. Assistance Office
labels for mailing.
4.19 Forward to Records
Officer for sending via 15 Minutes
regular mail.
4.20 Forward the prepared
area for mailing.
For Electronic Mail: 10 Minutes

as a PDF file.
for sending.
4.23 Send the PDF to the
nominated email of the 10 Minutes
client.
4.24 Record the action using
the Action Logbook. Director
Legal and Public
If approved for Investigation: Assistance Office
1 Day
4.25 Returns the approved
Findings and
62
Legal Officer.
4.26 Forwards the entire docket Legal Officer

of the case to the 4 Hours Legal and Public
Investigations, Assistance Office
Enforcement, and
Litigation Office for
Investigation of the case
(proceed to “Disposition of
Complaints”)
None 4.27 Record and file all actions None 20 Minutes Legal Officer
taken on the said Legal and Public
complaint in the LPAO (LPAO)
database as CLOSED
32 days, 5
TOTAL If NTE sent via Physical Mail, Agency responded
None hours, 20
through email, and Approved for Closure:
minutes*
33 days, 2
TOTAL if NTE and agency response was sent via Physical
None hours, 50
Mail, and Approved for Closure:
minutes*
32 days, 4
TOTAL if NTE was sent via Email, Agency responded via
None hours, 20
email, and Approved for Closure:
minutes*
63
33 days, 1
TOTAL if NTE was sent via Email and Agency responded via
None hour, 40
Physical Mail, and Approved for Closure:
minutes*
TOTAL If NTE sent via Physical Mail, Agency responded 33 days, 35
None
through email, and Approved for Investigation: minutes*
TOTAL If NTE sent via Physical Mail, Agency responded 32 days, 4
through Physical Mail, and Approved for Approved for None hours, 45
Investigation: minutes*
33 days, 6
TOTAL If NTE sent via Email, Agency responded through
None hours, 55
email, and Approved for Investigation:
minutes*
32 days, 3
TOTAL if NTE sent via email, agency responded through
None hours, 5
Physical Mail, and Approved for Investigation:
minutes*
*The above periods are tolled from the time the Authority issues the Notice to Explain and shall continue to run again
from receipt of the said Explanation. Please note that pursuant to MC No. 05, Series of 2020, the pertinent provisions
of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of Procedure of the
Office of Ombudsman are adopted suppletory in character.
3. Filing of Complaints (Physical Letter)

alleged violations under Sections 12 (f) and 21 of the same Act5 via physical mail.

5 Ibid. Rule XIV Section 3 Par. 1

64
Government
Who may avail: All
1. Physical complaint letter including the following information Complainant
(if applicable) (1 Photocopy):
- Full Name of the Complainant
- Address of the Complainant
- Contact Details of the Complainant
- Details of the Act/s Complained of
- Person/s Charged
- Name of Government Agency of Person/s Charged
- Evidence of such Violation/s, such as but not limited
to:
▪ Transaction Slips (1 Original or Photocopy)
▪ Receipts (1 Original or Photocopy)
▪ Notification (1 Original or Photocopy)
▪ Application Form (1 Original or Photocopy)
▪ Payment Slips (1 Original or Photocopy)
▪ Acknowledgement Receipts (1 Original or
Photocopy)
▪ Confirmation Slips (1 Original or Photocopy)
- Relief/s Prayed for
• Notarized Certification of No Pending Case Involving the Public Assistance and Complaints Desk and ARTA
Same Issues and Same Parties (1 scanned copy if Website (http://arta.gov.ph/pages/downloads/)
• Notarized Affidavit of Completeness with Annexes (if Public Assistance and Complaints Desk and ARTA
requesting for Automatic Approval) (1 scanned copy if Website (http://arta.gov.ph/pages/downloads/)
65
NOTE: Complaints which do not disclose the identity of the
complainant will be acted upon and treated as anonymous
complaints, provided that the rest of the details required
above are submitted.6 Complaints with incomplete
requirements and no contact information may not be acted
upon by the Authority.
1. Send the complaint with the Received Via Registered None 5 Minutes Front Desk Officer
required information to the Mail: Legal and Public
Legal and Public Assistance 1.1 Receive and sign courier’s Assistance Office
Office (LPAO) of the Anti- log. (LPAO)
Red Tape Authority via
Registered Mail or personal Received Via Personal Filing: 5 Minutes
messenger. 1.2 Stamp and sign the
receiving copy.
Address:
Legal and Public Assistance
Office 4th floor, NFA Building
Vasra Street Visayas Ave,
Diliman Quezon City
None 1.3 Check that the complaint is None 15 Minutes
not a duplicate of an
already existing complaint.
Records Officer
1.4 Assign a Unique tracking
Legal and Public
number following the 15 Minutes
Assistance Office
(LPAO)
YEAR/MONTH/DAY-
6
Ibid. Rule XIV Section 2 (a) (ii)
66
(eg. UDK-20200101-1234)
for the complaint.
1.5 Record the receipt of the 15 Minutes
complaint
1.6 Raffle it to a complaint 15 Minutes
officer.
Handling Sheet
1.8 Forward the complaint files
to the designated 15 Minutes
handling.
None 1.9 Read and evaluate the None 1 Day Complaint Officer
action/s.
1.10 Update the Complaint 10 Minutes
Ticket Number following
the numeral format – CTN-
YEAR/MONTH/DAY-
by changing the UDK
letters to CTN (eg. Update
(eg. UDK-20200101-1234
to CTN-20200101-1234).
1.11 Log as a docketed
complaint. 10 Minutes
None 1.12 Fill-out the Complaint None 30 Minutes Complaint Officer
Handling Sheet online with Legal and Public
all the relevant information Assistance Office
e.g. identified issue/s, (LPAO)
67
violation/s, and
recommended action/s.
1.13 Secure all documents
related to the complaint 30 Minutes
chronologically and
properly labeled.
None 1.14 Draft a Notice to Explain. None 2 Hours
1.15 Upload the draft in the Complaint Officer
ARTA Sharepoint. 10 Minutes Legal and Public
1.16 Forward the file to the Assistance Office
Legal Officer for review 15 Minutes (LPAO)
and approval.
None 1.17 Review the complaint None 2 Days
and the draft Notice to
Explain and sign his/her
initials on the final Legal Officer
reviewed draft. Legal and Public
1.18 Forward the final Assistance Office
reviewed draft to the 1 Day (LPAO)
Director of Legal and
Public Assistance Office
for signature.
None 1.19 Review the complaint None
and the draft Notice to 2 Days
Explain edit the draft Director
letter if necessary, signs Legal and Public
the letters, and returns Assistance Office
the file including the (LPAO)
signed letters to the
Complaint Officer.
68
None 1.20 Receive the complaint file None 1 hour Complaints Officer
with the signed Notice to
Explain. Legal and Public
Assistance Office
(LPAO)
2. Receive the copy of the For Physical Mail:
Notice to Explain addressed 2.1 Prepare attachments to 30 Minutes
to the government agency be included in the mail.
via physical mail or email 2.2 Prepare envelopes and 15 Minutes
labels for mailing.
regular mail.
envelope to the
reception area for
mailing.
Complaint Officer
For Electronic Mail: Legal and Public
2.6 Scan the letter and save 10 Minutes Assistance Office
it as a PDF file. (LPAO)
2.7 Prepare the attachments
for sending. 10 Minutes
client.
the Action Logbook.
69
2.10 Forward the entire 15 minutes
docket of the case to
Legal Division for next
steps of the complaint
process.
None 2.11 Wait for the concerned None 7 Days Legal Officer
Explain. (LPAO)
Note:
The concerned
government agency must
respond within 7 working
Days from receipt of the
e-mail/registered mail.
Explain via physical mail or that the complaint is
email forwarded to Legal.

email:
3.2 Acknowledge the email
sent by the respondent 30 Minutes
agency.
Legal Officer*
If the agency responded via Legal and Public
regular mail/personal filing: Assistance Office
(LPAO)
70
3.3 Draft and sign a letter
addressed to the agency 4 Hours
their response.

labels for sending.
3.5 Encode it in the Outgoing 15Minutes

Trackers.

Officers for sending out.

envelope to the Reception
Area for regular mail.
4. Receive notification from the 4.1 Receive the entire docket of None 10 Minutes
Authority that the complaint the case from the
has been forwarded to Legal Complaints Officer.
via physical mail or email
4.2 Review the case based on 3 Days
documents.
4.3 Draft a Findings and
Recommendations for the 7 Days
complaint for the approval Legal Officer*
of the LPAO Director. Legal and Public
Assistance Office
If recommended for Closure: (LPAO)
4.4 Drafts Notice of Closure. 1 Hour
71
ARTA Share-point for the 15 Minutes
Director for LPAO.
If recommended for
Investigation:
ARTA Share-point for the 15 Minutes
Director for LPAO.
4.7 Forward the draft to the

review, approval, signature. 15 minutes
None 4.8 Receive and review the None 3 Days

entire docket of the case Director
including the Findings and Legal and Public
Recommendations. Assistance
4.9 Approves or Disapproves
Recommendations
Officer.
72
4.10 Forwards the Findings and 15 Minutes
Deputy Director General for
Legal for approval or
disapproval.

entire docket of the case
including the Findings and Deputy Director
Recommendations. General for Legal
ODDG for Legal
the Findings and
Recommendations
Officer.
4.13 Returns the
Approved/Disapproved 15 Minutes
Findings and
Public Assistance.
None If Approved for Closure: None

4.14 Signs the Notice of 1 Day Director
Closure Letter and returns Legal and Public
it to the Legal Officer, Assistance Office
including the approved (LPAO)
73
Findings and
Recommendation.
4.15 Forward the signed Notice 1 Day
of Closure to the
sending to the
complainant and the
agency concerned.
For Physical Mail:
labels for mailing.
4.18 Record the action using 10 Minutes Legal Officer
the Outgoing Tracker. Legal and Public
4.19 Forward to Records 10 Minutes Assistance Office
regular mail.
envelope to the
reception area for
mailing.

4.21 Scan the letter and
10 Minutes
save it as a PDF file.
4.22 Prepare the
attachments for
10 Minutes
sending.
74
nominated email of the 10 Minutes Director
client. Legal and Public
4.24 Record the action using Assistance Office
the Action Logbook. 10 Minutes
If approved for Investigation: Legal Officer

Legal and Public
4.25 Returns the approved Assistance Office
Findings and 1 Day
Legal Officer.
4.26 Forwards the entire docket

of the case to the 4 Hours
Investigations,
Enforcement, and
Litigation Office for
Complaints”)
None 4.27 Record and file all actions 20 Minutes Legal Officer
taken on the said Legal and Public
complaint in the LPAO (LPAO)
database as CLOSED
75
TOTAL if the sent NTE is a Physical Mail, the Agency None 31 Days, 1
responded via email, if the Complaint is recommended for hour and 30
closure, and the sent Notice of Closure is a Physical Letter. Minutes*
TOTAL if the sent NTE is a Physical Mail, the agency 31 Days, 5
responded via Regular Mail, if the complaint is recommended None hours, 50
for closure, and the sent Notice of Closure is a Physical Letter. Minutes*
TOTAL if the Sent NTE is an Email, if the agency responded 31 Days, 6
via email, if the complaint is recommended for closure, if the None hours, 50
sent Notice of Closure is a Physical Mail. minutes*
via email, if the complaint is recommended for Investigation hours, 10
of IELO None minutes*
TOTAL if the Sent NTE is a Physical Mail, if the agency 31 Days, 5

responded via email, if the complaint is recommended for None hours, 30
Investigation of IELO minutes*
via Physical Mail, if the complaint is recommended for None hour, 10
Investigation of IELO minutes*
*The above periods are tolled from the time the Authority issues the Notice to Explain and shall continue to run
again from receipt of the said Explanation. Please note that pursuant to MC No. 05, Series of 2020, the pertinent
provisions of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of
Procedure of the Office of Ombudsman are adopted suppletory in character.
76
4. Filing of Complaints (Walk-in)
alleged violations under Sections 12 (f) and 21 of the same Act7 through personal appearance at the ARTA office.
Office/Division: Legal and Public Assistance Office

G2C – Government to Citizen, G2B – Government to Business, G2G – Government to
Government
Who may avail: All
1. Valid government-issued ID. (Present 1 copy of ANY of the Issuing government agency
following):
a. Driver’s License Land Transportation Office
b. SSS UMID Card Social Security System
c. Passport Department of Foreign Affairs
d. PRC License Professional Regulatory Commission
e. Senior Citizen ID Local Government Unit – Office for Senior Citizen
f. PhilHealth ID Affairs
g. Voter’s ID Philippine Health Insurance Corporation (PhilHealth)
h. Postal ID Commission on Election (COMELEC)
Philippine Postal Corporation (PhlPost)
2. Duly Accomplished Complaint Form8 (1 Copy, Original, or
Photocopy) Public Assistance and Complaints Desk (PACD)
3. Evidence of such Violation/s, such as but not limited to:
a. Transaction Slips (1 Original or Photocopy) Complainant
b. Receipts (1 Original or Photocopy)
c. Notification (1 Original or Photocopy)
d. Application Form (1 Original or Photocopy)
7
Ibid. Rule XIV Section 3 Par. 1
8
See ANNEX A
77
e. Payment Slips (1 Original or Photocopy)
f. Acknowledgement Receipts (1 Original or Photocopy)
g. Confirmation Slips (1 Original or Photocopy)
4. Notarized Certification of No Pending Case Involving the Public Assistance and Complaints Desk or ARTA
Same Issues and Same Parties (1 scanned copy if submitted website (http://arta.gov.ph/pages/downloads/)
through email or 1 original copy)
5. Notarized Affidavit of Completeness with Annexes (if Public Assistance and Complaints Desk or ARTA
requesting for Automatic Approval) ((1 scanned copy if website (http://arta.gov.ph/pages/downloads/)
1. Present 1 valid government- 1.1 Scan/photocopy the ID for None 1 Hour Guard-on Duty or
issued ID to the front desk records purposes and Front desk Officer
officer or Guard-on-Duty for provide the Complaint
security purposes. Form to the complainant.
2. Submit the duly filled out 2.1 Receive the duly None 15 Minutes
Complaint Form (including accomplished Complaint
any form of evidence) to the Form from the Complainant
Complaint Officer or Officer and attend to his/her
of the Day assigned at the concern.
Public Assistance and
Complaints Desk
Complaints Desk (PACD) of 2.2 Discuss the details of the
Officer
the Anti-Red Tape Authority complaint with the 2 Hours
Legal and Public
and communicate the issue/s complainant to specify the
Assistance Office
experienced alleged violations, that
(LPAO)
complaint is not ARTA-
related, and identify the
relief sought for.
2.3 Identify with complainant if

complaint needs to be 30 Minutes
78
referred to appropriate
government agency.
2.4 Scan all the documents 1 Hour

submitted by the
complainant.
2.5 Forward the complaint file 15 Minutes

to the Records Officer via
email.
2.6 Forward the complaint file 15 Minutes

(physical copies).
None 2.7 Check that the complaint is None 15 Minutes

not a duplicate of an already
existing complaint.

Records Officer
YEAR/MONTH/DAY-
Legal and Public
Assistance Office
(eg. UDK-20200101-1234)
(LPAO)
for the complaint.

complaint
2.10 Raffle it to a complaint 15 Minutes

officer.
79
Handling Sheet
2.12 Forward the complaint files 15 Minutes

to the designated
handling.
action/s.
None 2.14 Fill-out the Complaint None 30 Minutes Complaint Officer

Handling Sheet online with Legal and Public
all the relevant information Assistance Office
(e.g. identified issue/s, (LPAO)
violation/s, and
recommended action/s.)
2.15 Secure all documents 30 Minutes

related to the complaint in
a folder, arranged
chronologically and
properly labeled.
None 2.16 Draft the Notice to Explain. None 2 Hours
Complaint Officer
80
2.17 Upload the draft in the 10 Minutes Legal and Public
ARTA Sharepoint. Assistance Office
(LPAO)
2.18 Forward the file to the 15 Minutes
and approval.
None 2.19 Review the complaint and None 1 Day Legal Officer
the draft Notice to Explain Legal and Public
2.20 Forward the complaint to Assistance Office
the Director of LPAO for 1 Day (LPAO)
review and signature.
2.21 Review the request and None 1 Day

other relevant documents,
review the draft Legal Director
Opinion and affix Legal and Public
signature. Assistance Office
(LPAO)
2.22 Forward the signed Notice 1 Day
to Explain to the
sending.
3. Receive the Copy of the 3.1 Receive the complaint file None 1 Hour
Notice to Explain letter via with the signed Notice to
Registered Mail or e-Mail Explain, scan all
documents as necessary.
For Physical Mail:
3.2 Prepare attachments to be
30 Minutes
81
labels for mailing.
3.5 Forward to Records Officer 10 Minutes
for sending via regular Complaint Officer
mail. Legal and Public
3.6 Forward the prepared 15 Minutes Assistance Office
envelope to the reception (LPAO)
area for mailing.

as a PDF file.
for sending.
client.
the Action Logbook.
None 3.11 Wait for the concerned None 7 Days Complaint Officer
Explain. (LPAO)
Note:
The concerned government
agency must respond within
3 Days from receipt of the e-
mail/registered mail.
82
Explain via physical mail or that the complaint is Legal Officer*
email forwarded to Legal. Legal and Public
Assistance Office
If the agency responded via (LPAO)
email:
4.2 Acknowledge the email 30 Minutes
sent by the respondent
agency.

regular mail/personal filing:
4.3 Draft and sign a letter 6 Hours

addressed to the agency
their response.

labels for sending.
4.5 Encode it in the Outgoing 15Minutes

Trackers

Officers for sending out

envelope to the Reception 15 Minutes
Area for regular mail
83
5. Received notification from 5.1 Receive the entire docket of None 10 Minutes
the Authority that the the case from the
complaint has been Complaints Officer.
forwarded to Legal via
physical mail or email 5.2 Review the case based on 3 Days
documents.
5.3 Draft a Findings and
Recommendations for the
complaint for the approval 7 Days Legal Officer*
of the LPAO Director. Legal and Public
Assistance Office
If recommended for Closure: (LPAO)
5.4 Drafts Notice of Closure. 1 Hour

Notice of Closure in the 15 Minutes
Director for LPAO.
If recommended for
Investigation:
5.6 Upload both the Findings 15 Minutes
Director for LPAO.
84
5.7 Forward the draft to the
review, approval, signature.

including the Findings and
Recommendations. Director
Legal and Public
5.9 Approves or Disapproves Assistance Office
Recommendations
Officer.
5.10 Forwards the Findings and
Deputy Director General
for Legal for approval or 15 Minutes
disapproval.

including the Findings Deputy Director
and Recommendations. General for Legal
85
the Findings and
Recommendations
Officer.
5.13 Returns the

Approved/Disapproved 15 Minutes
Findings and
Public Assistance.
None If Approved for Closure: None
5.14 Sign the Notice of Closure 1 Day Director
Letter and returns it to the Legal and Public
Legal Officer, including the Assistance Office
approved Findings and (LPAO)
Recommendation.
5.15 Forward the signed Notice
of Closure to the
sending to the 1 Day
complainant and the
agency concerned.
For Post Mail:

86
labels for mailing.
regular mail.
envelope to the
reception area for
mailing.

5.21 Scan the letter and 10 Minutes
5.22 Prepare the 10 Minutes
attachments for
sending.
client.
If approved for Investigation:

5.25 Returns the approved
Findings and
Recommendations to the 1 Day
Legal Officer.
5.26 Forwards the entire docket
of the case to the
87
Investigations,
Enforcement, and
Litigation Office for 4 Hours
Complaints”)
None 5.27 Record and file all actions None

taken on the said 20 Minutes Complaint Officer
complaint and tag the Legal and Public
complaint in the LPAO Assistance Office
database as CLOSED (LPAO)
TOTAL: None
TOTAL if NTE was sent through Physical Mail, agency

responded via email, if complaint is recommended for 32 Days, 1
closure, if Closure is approved and the Notice of Closure is Hour, 45
sent through Physical Mail. Minutes*
TOTAL if NTE was sent through E-mail, agency responded via

email, if complaint is recommended for closure, if Closure is 32 Days, 1
approved and the Notice of Closure is sent through Physical Hour, 5
Mail. Minutes*

responded via E-Mail, if complaint is recommended for 32 Days, 1
closure, if Closure is approved and the Notice of Closure is Hour, 5
sent through Email. Minutes*
88
TOTAL if NTE was sent through E-mail, agency responded via
32 days, 2
Physical Mail, if complaint is recommended for closure, if
hours, 30
Closure is approved and the Notice of Closure email is sent
minutes*
through E-Mail.
31 Days, 5
responded via Physical Mail, if complaint is recommended for
hours*
Investigation.
TOTAL if NTE was sent through Physical Mail, agency 30 days,

responded via E-Mail, if complaint is recommended for 7 hours, 25
Investigation. minutes*
30 Days, 1
TOTAL if NTE was sent through E-Mail, agency responded via
Hour, 20
Physical Mail, if complaint is recommended for Investigation.
Minutes
30 days, 6
TOTAL if NTE was sent through E-Mail, agency responded via
hours, 45
E-Mail, if complaint is recommended for Investigation.
minutes*
*The above periods are tolled from the time the Authority issues the Notice to Explain and shall continue to run again
from receipt of the said Explanation. Please note that pursuant to MC No. 05, Series of 2020, the pertinent provisions
of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of Procedure of the
Office of Ombudsman are adopted suppletory in character.
5. Request for Legal Opinion

Request for Legal Opinion on matters that are related to the provisions of Republic Act No. 11032 and its Implementing
Rules and Regulations (IRR).

89
Government
Who may avail: All
1. Physical Letter/Email or Memorandum addressed to the Anti-
Red Tape Authority which specifically states their request for
a Legal Opinion on matters that are related to the provisions Client
of Republic Act No. 11032 and its Implementing Rules and
Regulations (IRR). (1 Original)
2. Pertinent Copy of Law (1 Photocopy) Complainant/Issuing Agency

1. Send the request for Legal Via Registered Mail None 10 Minutes Front Desk Officer
Opinion via Registered Mail, 1.1 Receive and sign courier’s Legal and Public
Personal Filing, or Email. log indicating the Assistance Office
information on the received (LPAO)
mail.
Via Personal Filing 10 Minutes Front Desk Officer

1.2 Accepts the letter/mail (and Legal and Public
other relevant documents), Assistance Office
stamp and sign the (LPAO)
receiving copy.
Via Electronic Mail 10 Minutes Records Officer

1.3 Send an acknowledgement Legal and Public
e-mail upon receipt of the Assistance Office
complaint. (LPAO)
90
None Via Personal None
Filing/Registered Mail
submitted by the requesting
entity/party. Front Desk Officer
1.5 Forward the scanned 15 Minutes Legal and Public
letter/file to the Records Assistance Office
Officer via email. (LPAO)
1.6 Forward the physical 15 Minutes
letter/file to the Records
Officer.
None 1.7 Check that the request is None 15 Minutes

not a duplicate of an already
existing request.
numerical format – UDK-
YEAR/MONTH/DAY- Records Officer
NUMBER for the complaint Legal and Public
(eg. UDK-2020-0101-1234) Assistance Office
for the complaint. (LPAO)
request
1.10 Raffle it to a Complaint 15 Minutes
Officer and Handling
Lawyer.
1.11 Attach the Complaint 15 Minutes
Handling Sheet
1.12 Forward the complaint files 15 Minutes
to the designated
91
handling.
request including Legal and Public
completeness of Assistance Office
requirements and (LPAO)
recommend the appropriate
action/s.
None 1.14 Fill-out the Online Handling None 30 Minutes Complaint Officer
Sheet with all the relevant Legal and Public
information of the request Assistance Office
(eg. Requestor, brief (LPAO)
description of the request).
related to the request in a 30 Minutes
folder, arranged
chronologically and
properly labeled.
1.16 Forward the file to the
Legal Officer for review 30 Minutes
and approval.
92
None 1.17 Review the request. None 3 Day Legal Officer
Legal and Public
1.18 Draft the Legal Opinion. 10 Days Assistance Office
1.19 Forward the draft Legal (LPAO)
Opinion to the Director of
1 Day
LPAO and obtain
signature.
None 1.20 Review the request and None 3 Days
other relevant documents,
review the draft Legal Director
Opinion and affix Legal and Public
signature. Assistance Office
(LPAO)
1.21 Forward the signed Legal 1 Day
Opinion to the Complaints
Officer for sending.
2. Receive the signed Legal 2.1 Receive the complaint file None 1 Hour
Opinion via physical mail or with the signed Legal
email Opinion, scan all
documents as necessary.
For Post Mail:
labels for mailing.
93
2.5 Forward to Records 10 Minutes Complaint Officer
Officer for sending via Legal and Public
regular mail. Assistance Office
2.6 Forward the prepared 15 Minutes (LPAO)
envelope to the
reception area for
mailing.

2.7 Scan the letter and save 10 Minutes
it as a PDF file.
for sending.
client.
the Action Logbook.
None 2.11 Record and file all None 20 Minutes Complaint Officer
actions taken on the Legal and Public
complaint in the (LPAO)
Complaints Database as
CLOSED.
TOTAL: None
94
19 Days, 7
TOTAL if Legal Opinion was sent through Physical mail Hours 20
Minutes
19 Days, 6
TOTAL if Legal Opinion was sent through E- Mail Hours, 20
Minutes
6. Request for Comment through the Better Regulations Office

Request for comment on allegations that a regulation, rule, procedure or issuance of any of the government agency
covered by the law constitutes red tape9
Office/Division: Legal and Public Assistance Office (LPAO) and Better Regulations Office (BRO)
Government
Who may avail: All
1. Position Paper (ARTA Form) (1 original copy, 1 photocopy) Public Assistance and Complaints Desk and ARTA
Website
2. Proof of communication with the concerned agency (1 original
Client
copy or photocopy)
3. Copy of the specific regulation being questioned. (1 Original)
Issuing Government Agency
4. Notarized Certification of No Pending Case Involving the
Public Assistance and Complaints Desk and ARTA
Same Issues and Parties (1 Original)
Website (www.arta.gov.ph/pages/downloads).
9Red tape is defined under Rule Section 4 par. aaa of the Implementing Rules and Regulations of RA No. 11032 as any regulation, rule, or
administrative procedure or system that is ineffective or detrimental in achieving its intended objectives and, as a result, produces slow, suboptimal,
and undesirable social outcomes.
95
1. Send the request for None Front Desk Officer
Comment via Registered Via Registered Mail 10 Minutes Legal and Public
Mail, Personal Filing, or 1.1 Receive and sign courier’s Assistance Office
Email. log indicating the (LPAO)
information on the received
mail.
Via Personal Filing

1.2 Accepts the letter/mail (and 10 Minutes Front Desk Officer
other relevant documents), Legal and Public
stamp and sign the Assistance Office
receiving copy. (LPAO)
Via Electronic Mail

1.3 Send an acknowledgement
e-mail upon receipt of the 10 Minutes
complaint. Records Officer
Legal and Public
Assistance Office
(LPAO)
None Via Personal Filing/Registered None

Mail
submitted by the
requesting entity/party. Front Desk Officer
96
1.6 Forward the physical
letter/file to the Records 15 Minutes
Officer.

already existing request.
YEAR/MONTH/DAY-
NUMBER for the complaint Records Officer
(eg. UDK-2020-0101- Legal and Public
1234) for the complaint. Assistance Office
1.9 Record the receipt of the 15 Minutes (LPAO)
request
1.10 Raffle it to Complaint
Officer and Handling 15 Minutes
Lawyer.
1.11 Attach the Complaint
Handling Sheet 15 Minutes
handling.
97
None 1.13 Read and evaluate the None 4 Hours Complaint Officer
recommend the
appropriate action/s.
(eg. Requestor, brief
description of the request). (LPAO)
related to the request in a 30 Minutes
folder, arranged
chronologically and
properly labeled.
Legal Officer for review.
None 1.17 Review the request and None Legal Officer
evaluate if request is for 4 Hours Legal and Public
BRO review Assistance Office
1.18 Forward the request and (LPAO)
all relevant documents to 4 Hours
BRO.
2. Receive an email from 2.1 Receive the complete None 5 Minutes

LPAO regarding the referral complaint file from LPAO.
of the complaint to the
2.2 Determine whether the
Better Regulations Office. subject regulation is a 4 Hours Director
98
major regulation or minor Better Regulations
regulation. Office
If not a Major Regulation
2.3 Acknowledge and inform

the party that the subject 1 Hour Project
regulation will be included Development
in the list of regulations Officer
ARTA will review. Better Regulations
Office
2.4 Tag the request as closed
in the database. 5 Minutes
If a Major Regulation
2.5 Forward the file to the 30 Minutes Director

Team Leader of BRO- Better Regulations
Sectoral.
Office
2.6 Assign a Program Officer 30 Minutes
to handle the request. Team Leader
(Better Regulations
Office-Sectoral)
None 2.7 PO will review the None 3 Days Project
document received. PO will Development
review the document Officer
received.
Better Regulations
Office
2.8 Draft Request for Comment
1 Hour
letter addressed to
Government Agency.
99
2.9 Forward the Drafted 30 Minutes
Request for Comment
Letter to OIC Director for
BRO. Director
Office of the
2.10 OIC Director will review 1 Hour Director for Better
and sign the Request for Regulations
Comment Letter
2.11 Forward the signed letter 10 Minutes

to the PO assigned for
sending to the agency
concerned.
3. Receive a copy of the 3.1 Receive the signed request None 10 Minutes Project
Request for Comment Letter for comment letter. Development
to the agency from BRO via Officer
For Email
physical mail or email Better Regulations
3.2 Scan the letter and save it
as a PDF file. 30 Minutes Office
3.4 Send the PDF with
attached supporting 10 Minutes
to the complainant.
Project
For Post Mail Development
3.5 Prepare attachments to be 15 Minutes Officer
100
3.6 Prepare envelopes and 15 Minutes Better Regulations
labels for mailing. Office
3.7 Record the action using the 10 Minutes
Outgoing Tracker.
area for mailing.
If Agency submitted the requested Position Paper within 7 working Days:
4. Receive the position paper 4.1 Acknowledge receipt of the None 30 Minutes
of the agency. position paper of the Project
agency. Development
4.2 PO will review the position Officer
paper of the agency and 3 Days Better Regulations
draft report for submission Office
to the Director of BRO.
4.3 Submit report to the 30 Minutes

Director for BRO.
4.4 BRO Director will review

the report submitted for
clearance and Director
recommendation for ODDG 1 Day Better Regulations
for Operations. Office
4.5 BRO Director will submit
the review and Office of the
recommended action to 30 Minutes Director for Better
ODDG for Operations. Regulations
101
None 4.6 ODDG Operations will None 1 Day DDG for
review the report Operations
submitted. (ODDG for
Operations)
If for Clarificatory Hearing
4.7 Draft letter of invitation for 30 Minutes DDG for
Clarificatory Hearing. Operations
(ODDG for
4.8 Prepare the signed Letter 30 Minutes Operations)
of Invitation to both parties
for sending.
For Email
4.9 Scan the letter and save it 30 Minutes DDG for
as a PDF file. Operations
4.10 Prepare the attachments 15 Minutes (ODDG for
for sending. Operations)
attached supporting 10 Minutes
to the complainant.
For Post Mail

4.12 Prepare attachments to 15Minutes
4.13 Prepare envelopes and 15 Minutes DDG for
labels for mailing. Operations
4.14 Record the action using 10 Minutes (ODDG for
the Outgoing Tracker. Operations)
102
area for mailing.
5. Receive notice and attend 5.1 Conduct Clarificatory None 2 Hours DDG for
the Clarificatory Hearing via Hearing on the scheduled Operations
physical mail or email time and date. (ODDG for
Operations)
Program Officer
(Better
Regulations)
6. Receive Policy 6.1 Prepare the policy None Project
Recommendation of ARTA recommendation of the Development
via mail for email Authority based on the 3 Days Officer
information gathered Better Regulations
through the Clarificatory Office
Hearing
6.2 Draft the policy 30 Minutes
recommendation.
6.3 Forward draft policy

recommendation to the 1 Day
Director of BRO for
clearance.
6.4 Review the drafted policy 30 Minutes Director

recommendation. Better Regulations
Office
103
6.5 Forward the reviewed 30 Minutes
draft of policy
recommendation to
ODDG for Operations for
signature.
6.6 Forward the signed policy 30 Minutes

recommendation to the
PO assigned for sending. DDG for
Operations
6.7 Receive the signed policy 30 Minutes (ODDG for
recommendation from Operations)
ODDG for Operations and
prepare it for sending to
both parties. and prepare
it for sending to both
parties.
For Email Project

6.8 Scan the letter and save it 15 Minutes Development
as a PDF file. Officer
6.9 Prepare the attachments Better Regulations
for sending. 10 Minutes Office
attached supporting
documents to the email 10 Minutes
to the complainant.
104
For Post Mail Project
6.11 Prepare attachments to 10 Minutes Development
be included in the mail. Officer
6.12 Prepare envelopes and 10 Minutes Better Regulations
labels for mailing. Office
regular mail. 5 Minutes
envelope to the
reception area for 5 Minutes
mailing.
6.16 Record and file all actions Project
taken on the request and 3 days
Development
tag the request in the Officer
database CLOSED. Better Regulations
Office
None If Not for Clarificatory None
Hearing / Agency did not
attend the Clarificatory
Hearing / If Agency did not
submit Position Paper within Project
7 Working Days Development
Officer
6.17 Prepare the policy Better Regulations
recommendation of the 30 Minutes Office
Authority based on the
facts available.
105
6.18 Draft the policy 1 Day Project
recommendation. Development
Officer
6.19 Forward draft policy 30 Minutes Better Regulations
recommendation to the Office
Director of BRO for
clearance. Office of the
30 Minutes Director for Better
6.21 Review the drafted policy Regulations
recommendation.
6.22 Forward the reviewed 30 Minutes Director

draft of policy Better Regulations
recommendation to Office
ODDG for Operations for
signature.
DDG for
6.23 Forward the signed policy 30 Minutes Operations
recommendation to the ODDG for
PO assigned for sending. Operations
to the PO assigned for
sending. Program Officer
(Better Regulations
6.24 Receive the signed policy Office)
recommendation from 10 Minutes
ODDG for Operations and
prepare it for sending to
both parties. and prepare
it for sending to both
parties.
106
Project
For Email Development
6.25 Scan the letter and 15 Minutes Officer
save it as a PDF file. Better Regulations
6.26 Prepare the 10 Minutes Office
attachments for
sending.
attached supporting
10 Minutes
documents to the
email address of the
agency concerned
copy furnished to the
complainant.
For Physical Mail Project

6.28 Prepare attachments 10 Minutes Development
to be included in the Officer
mail. Better Regulations
6.29 Prepare envelopes 10 Minutes Office
and labels for
mailing.
6.30 Record the action
10 Minutes
using the Outgoing
Tracker.
Officer for sending
via regular mail.
6.32 Forward the
prepared envelope 5 Minutes
to the reception area
for mailing.
107
Project
6.33 Record and file all actions Development
taken on the request and Officer
tag the request in the Better Regulations
database CLOSED. Office
TOTAL (If not a major regulation) None 2 Days

5 Hours
10 Minutes
TOTAL (If the agency submitted a position paper and a None 24 Days
clarificatory hearing was conducted) 1 Hour
TOTAL (If the agency submitted a position paper and the None 17 Days
Authority finds it sufficient) 1 Hour
TOTAL (If the agency did not submit a position paper or did None 17 Days
not attend a clarificatory hearing) 1 Hour
*The above periods are tolled from the time the Authority issues the Request for Comment and shall continue to
run again from receipt of the Comment. Likewise, the above periods do not include the period for conducting a
Clarificatory Hearing, if the Deputy Director General for Operations or his designated representative should
deem it necessary.
108
7. Request for Issuance of Compliance Order through the Compliance, Monitoring, and
Evaluation Office
Upon receipt of a complaint by the Legal and Public Assistance Office or upon recommendation of the Compliance
Monitoring and Evaluation Office (CMEO), the Anti-Red Tape Authority,) through CMEO shall issue a Compliance Order
against an erring and/or noncomplying government employee or official for its non-compliance with the provisions of the
law or any of the circulars and regulations issued by the Authority.
Legal and Public Assistance Office (LPAO) and Compliance Monitoring and Evaluation
Office/Division:
Office (CMEO)
Government
Who may avail: All
1. Physical Letter/Email specifically stating an agency’s non-
compliance with the provisions of the law or any of the
circulars and regulations issued by the Authority not
specific to violations stated under Sections 12 (f) and 21 of Client
RA 11032 (1 Original or 1 electronic)
- Evidence of such Violation/s

Any document showing the concerned Government
Agency’s alleged non-compliance (1
photocopy/original/electronic copy)
Any photo showing evidence of the concerned Government
Agency’s alleged non-compliance (1 electronic copy/
photocopy/original)
Any video showing evidence of the concerned Government
Agency’s alleged non-compliance (1 electronic copy)
2. Notarized Certification of No Pending Case Form Involving Public Assistance and Complaints Desk or ARTA
the Same Issues and Parties (1 Original) Website (http://arta.gov.ph/pages/downloads/)
109
3. Complete Complaints Report detailing the evidences Legal and Public Assistance Office
submitted (1 Original)
4. Non-Compliance Report detailing the sufficiency and Investigation, Enforcement, and Litigation Office
authenticity of the evidences submitted (1 Original)
1. Send the request for Via Registered Mail None Front Desk Officer
investigation or non- 1.1 Receive and sign courier’s 10 Minutes Legal and Public
compliance complaint via log indicating the Assistance Office
Registered Mail, Personal information on the received (LPAO)
Filing, or Email. mail.
Via Personal Filing Front Desk Officer

1.2 Accepts the letter/mail (and Legal and Public
other relevant documents), 10 Minutes Assistance Office
stamp and sign the receiving (LPAO)
copy.
Via Electronic Mail

1.3 Send an acknowledgement 10 Minutes Records Officer
e-mail upon receipt of the Legal and Public
complaint. Assistance Office
(LPAO)
None Via Personal Filing/Registered None

Mail
submitted by the
requesting entity/party. Front Desk Officer
110
1.6 Forward the physical 15 Minutes
letter/file to the Records
Officer.

already existing request.
YEAR/MONTH/DAY- Records Officer
NUMBER for the complaint Legal and Public
(eg. UDK-2020-0101-1234) Assistance Office
for the complaint. (LPAO)
request
1.10 Raffle to the Complaint 15 Minutes
Officer and Handling
Lawyer.
1.11 Attach the Complaint 15 Minutes
Handling Sheet
handling.
recommend the appropriate
action/s
111
1.14 Send pieces of evidence 4 Hours
received to “validation of
authenticity.
1.15 IELO to conduct 6 Days
investigation to (Happens
authenticate the submitted simultaneously
pieces of evidence and with LPAO
prepares Non-compliance Process)
report for submission to
CMEO
(e.g Requestor, brief (LPAO)
description of the request).
related to the request in a
folder, arranged
30 Minutes
chronologically and
properly labeled.
Legal Officer for review.
None 1.19 Review the request and None 4 Hours Legal Officer
evaluate if request is for Legal and Public
CMEO Assistance Office
1.20 Prepare the complaints 3 Days, 7 (LPAO)
report outlining all relevant Hours, 30
information and pieces of Minutes
evidence
112
1.21 LPAO and IELO forward
the request and all relevant 4 Hours
documents to CMEO
1.22 CMEO receives the None 2 Hours Project

Complaints report from Development
LPAO and the Non- Officer
Compliance Report from (CMEO)
IELO
1.23 Endorse the reports to a
4 Hours Project
PDO for compliance data
Development
validation
Officer
1.24 Assigned PDO reviews the 1 Day (CMEO)
reports and upon
determination of non-
compliance, endorse
reports and draft
Compliance Order to PDO
IV/V Project
1.25 PDO IV/V reviews the 1 Day Development
reports and endorses the Officer IV/V
reports and the draft (CMEO)
Compliance Order for
None
signing of the Director
Director
1.26 The Director reviews the 1 Day (CMEO)
report and signs the
Compliance Order and
sends to concerned agency
and copy furnished the
LPAO.
113
1.27 CMEO will wait for a Project
maximum of 3 days for the 3 Days Development
concerned agency to reply Officer
to the CO (CMEO)
If the Agency did not reply

proceed to step: 1.31
Project
1.28 Receive reply and submit 2 Hours Development
to DDG for Operations for Officer
his evaluation (CMEO)
1.29 The Deputy Director
DDG for Operations
General (DDG) for
2 Days ODDG for
Operations shall determine Operations
whether to send a Notice of
Warning or to dismiss the
Order
If Notice of Warning will be
sent:
1.30 The DDG for Operations
shall recommend to the
Director General (DG) to None 1 Day
send a Notice of Warning
DDG for Operations
to the concerned agency ODDG for
1.31 The DG signs the Notice of Operations
Warning and sends it to the 3 Days
concerned agency
114
If the Order is dismissed:
Director General
1.32 The DDG for Operations 1 Day ODG
dismisses the Order
1.33 CMEO notifies LPAO that 1 Day
the order was dismissed
DDG for Operations
1.34 LPAO to officially close 2 Hour ODDG for
CTN and notify Operations
complainant
Project
Development
Officer
(CMEO)
Legal Officer
Legal and Public
Assistance Office
(LPAO)
If Notice of
Warning is
issued: 20
None Days
If Order is
dismissed: 18
Days 2 Hours
*The above periods are tolled from the time the Authority issues the Compliance Order and shall continue to run
again from receipt of the agency’s Response.
115
8. Request for Issuance of Order of Automatic Approval / Automatic Extension for Complex
Transactions
This service is pursuant to the power of the Authority to grant an Automatic Approval or Automatic Extension for
applications that have substantially complied to the requirements in the citizen’s charter and paid the required fees.

G2C – Government to Citizen, G2B – Government to Business, G2G – Government
to Government
Who may avail: All
Existing Complaint with a prayer for Automatic Approval /
Automatic Extension
1. Notarized Affidavit of Completeness with Annexes (1 Public Assistance and Complaints Desk or ARTA
original copy or 1 scanned copy if submitted via email) Website (http://arta.gov.ph/pages/downloads/)
2. Agency’s Citizen Charter of the Particular Service Applied Complainant
for. (1 copy or 1 scanned copy if submitted via email)
1. Submit the complaint 1.1 Draft Notice of Summary None Complaint Officer
and application for Hearing and forward draft 6 Hours Legal and Public
automatic approval / Notice of Summary Assistance Office
automatic extension to Hearing to Legal for (LPAO)
the Complaint Officer review.
with the notarized Legal Officer
affidavit of completeness 1.2 Review the Draft Notice of 1 Day Legal and Public
with annexes and the Summary Hearing and edit Assistance Office
agency’s citizen’s charter it if necessary and forward (LPAO)
116
for the particular service the reviewed Notice of
applied for. Summary Hearing to the
Director of LPAO for
Director
1.3 Review the complaint file 1 Day Legal and Public
and sign the Notice of Assistance Office
Summary Hearing and (LPAO)
forward to Legal.
Legal Officer
1.4 Received the signed 15 Minutes Legal and Public
Notice of Summary Assistance Office
Hearing to Legal for (LPAO)
sending to both parties.
2. Receive Notice of None
Summary Hearing via For sending via Physical
physical mail or email Mail:
labels for mailing.
Legal Officer
the Outgoing Tracker. Legal and Public
Assistance Office
for sending via regular (LPAO)
mail.
area for mailing.
117
For sending via Email
as a PDF file.
for sending.
complainant.
3. Attend the Summary 3.1 Conduct Summary Hearing None 2 Hours Legal Officer
Hearing on the scheduled on the scheduled time and Legal and Public
time, date, and location date. Assistance Office
(LPAO)
118
None If both parties attended the None
Summary Hearing / If
government agency did not
attend the Summary Hearing
3.2 Draft recommendation to

the Director of LPAO and 4 Days Legal Officer
whether the Automatic Legal and Public
Approval / Automatic Assistance Office
Extension will be granted (LPAO)
and the Draft Order or
Letter of Denial (as the
case may be)
3.3 Forward recommendation

to Director of LPAO for 2 Days Legal Officer
review and approval. Legal and Public
Assistance Office
3.4 Forward approved (LPAO)
recommendation and Draft
Order of Automatic
Approval / Automatic
Extension or Letter of 1 Day
Denial as the case may be Director
to the Office of the DDG Legal and Public
for Legal or Office of the Assistance Office
Director General for their (LPAO)
approval and signature.
3.5 Sign the final 3 Days

recommendation and the
Order of Automatic
119
Approval / Automatic Deputy Director
Extension or Letter of General for Legal
Denial, as the case may or Director General
be. (ODDG for Legal
or ODG)
3.6 Forward the signed
recommendation and 1 Day
Order of Automatic Deputy Director
Approval / Automatic General for Legal
Extension or Letter of or Director General
Denial (as the case may (ODDG for Legal
be) to Legal for sending. or ODG)
3.7 Receive the signed

recommendation and 30 Minutes
Order of Automatic Legal Officer
Approval / Automatic Legal and Public
Extension or Letter of Assistance Office
Denial, as the case may (LPAO)
be. (proceed to Step 5)
120
None If both parties did not attend None
the Summary Hearing:
3.8 Draft findings and 4 Days

recommendation for
Closure/Termination of the Legal Officer
case and Notice of Legal and Public
Closure. Assistance Office
(LPAO)
3.9 Forward the draft findings
and recommendations to
2 Days
the Director of LPAO and
draft Notice of Closure for
review.
3.10 Sign the Findings and Legal Officer

Recommendations and the Legal and Public
3 Days
Notice of Closure. Assistance Office
(LPAO)
Findings and
Recommendations to
1 Day
Legal for their reference
and the Notice of Closure Director
to Legal Division for
Legal and Public
sending to both parties.
Assistance Office
3.12 Receive and archive the (LPAO)
30 Minutes
signed Findings and
Recommendations and
send the Notice of Closure
121
to both parties (proceed Director
Step 5)
Legal and Public
If complainant did not attend Assistance Office
the Summary Hearing: (LPAO)
3.13 Archive the prayer of the

complainant for the
issuance of Automatic 30 Minutes
Legal Officer
Extension. (proceed to Legal and Public
last step) Assistance Office
4. Receive the Order of 4.1 Prepare the sending of the None

Automatic Approval or Order of Automatic
Automatic Extension or Approval / Automatic 30 Minutes
Letter of Denial via Extension or Letter of
physical mail or email Denial or Notice of Closure
as the case may be.
Legal Officer
For sending via Physical Legal and Public
Mail: Assistance Office
4.2 Prepare envelopes and (LPAO)
20 Minutes
labels for mailing.
the Outgoing Tracker. 5 Minutes
122
for sending via regular
mail.
envelope to the reception 10 Minutes
area for mailing.
4.6 Scan the Order and save it
20 Minutes
as a PDF file.
complainant.
10 Minutes
the Action Logbook.
If Automatic Approval /
Extension:
4.9 Wait for the compliance of 3 Days
the agency concerned.
If Letter of Denial, proceed to
Step 5.2
5. Receive the compliance of If Automatic Approval/ None Legal Officer
the agency to the Extension is granted, Legal and Public
Authority’s Order of Assistance Office
Automatic Approval / 5.1 Acknowledge compliance (LPAO)
Extension or the Letter of of the agency to the Order 10 Minutes
of Automatic Approval /
123
Denial from the Authority Automatic Extension.
via post mail or email (Proceed to Step 5.2)
If Denied,
5.2 Send the Letter of Denial
to the complainant. 10 minutes
taken on the complaint and Legal and Public
tag the complaint as: Assistance Office
“Order of Automatic (LPAO)
Extension Sent” or “Prayer
for Automatic Approval /
Automatic Extension
Denied” or “Referred to
IELO” or “Sent Closure
Notice” or “Archived”
TOTAL If both parties attended the summary hearing or 17 Days, 3
government agency did not attend summary hearing None Hours, 10
(Agency Complied to the Order of AA/AE) Minutes*
3 Days, 3
TOTAL if complainant did not attend the Summary Hearing None
Hours*
13 Days, 3
TOTAL if both parties did not attend the summary hearing: None
Hours*
*The above periods are tolled from the time the Authority issues the Notice of Summary Hearing shall continue
to run again from the termination of the Summary Hearing. Please note that pursuant to MC No. 05, Series of
2020, the pertinent provisions of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil
Cases, and Rules of Procedure of the Office of Ombudsman are adopted suppletory in character.
124
Transactions (with Standard Disposition of Complaints)
Legal and Public Assistance Office (LPAO) and Investigation, Enforcement, and
Office/Division:
Litigation Office (IELO)
to Government
Who may avail: All

Automatic Extension Public Assistance and Complaints Desk or ARTA
1. Notarized Affidavit of Completeness with Annexes (1 Website (http://arta.gov.ph/pages/downloads/)
original copy or 1 scanned copy if submitted via email) Complainant
2. Agency’s Citizen Charter of the Particular Service Applied

automatic approval / Notice of Summary Assistance Office
automatic extension to Hearing to Legal for (LPAO)
the Complaint Officer review.
with the notarized
affidavit of completeness
125
with annexes and the 1.2 Review the Draft Notice of 1 Day Legal Officer
agency’s citizen’s charter Summary Hearing and edit Legal and Public
for the particular service it if necessary and forward Assistance Office
applied for. the reviewed Notice of (LPAO)
Summary Hearing to the
1.3 Review the complaint file 1 Day Director

and sign the Notice of Legal and Public
Summary Hearing and Assistance Office
forward to Legal. (LPAO)
1.4 Received the signed 15 Minutes

Notice of Summary
Hearing from Legal for Legal Officer
sending to both parties. Legal and Public
Assistance Office
(LPAO)

post mail or email Mail:
included in the mail. Legal Officer
2.2 Prepare envelopes and 5 Minutes Legal and Public
labels for mailing. Assistance Office
2.3 Record the action using 5 Minutes (LPAO)
for sending via regular
mail.
126
area for mailing.

2.6 Scan the letter and save it
as a PDF file. 20 Minutes
complainant.
(LPAO)
3.2 Draft recommendation for

the Director of LPAO and 4 Days Legal Officer
Approval / Automatic Assistance Office
127
case may be)
3.3 Forward recommendation Legal Officer

to Director of LPAO for 2 Days Legal and Public
review and approval Assistance Office
(LPAO)
3.4 Forward approved
Order of Automatic
Approval / Automatic Director
Extension or Letter of 1 Day Legal and Public
Denial as the case may be Assistance Office
to the Office of the DDG (LPAO)
for Legal or Office of the
Director General for their
3.5 Sign the final

recommendation and the Deputy Director
Order of Automatic 3 Days General for Legal
Approval / Automatic or Director General
Extension or Letter of (ODDG for Legal
Denial, as the case may or ODG)
be.
3.6 Forward the signed 1 Day Deputy Director

recommendation and General for Legal
Order of Automatic or Director General
Approval / Automatic (ODDG for Legal
Extension or Letter of or ODG)
128
Denial (as the case may Legal Officer
be) to Legal for sending. Legal and Public
Assistance Office
3.7 Receive the signed (LPAO)
recommendation and 30 Minutes
Order of Automatic
Extension or Letter of
Denial, as the case may

physical mail and email Denial or Notice of Closure
as the case may be.
For sending via Post Mail:

Legal Officer
labels for mailing.
Legal and Public
4.3 Record the action using Assistance Office
5 Minutes (LPAO)
4.4 Forward to Records Officer
for sending via regular 5 Minutes
mail.
10 Minutes
area for mailing.
129
4.6 Scan the Order and save it 20 Minutes
as a PDF file.
10 Minutes
complainant.
the Action Logbook.
Extension:
4.9 Wait for the compliance of
the agency concerned. 3 Days
5. Be notified that the case If the agency did not None

has been referred to IELO comply:
via mail or physical mail
5.1 Notify complainant that the
complaint will be referred 10 minutes
to the IELO. Legal Officer
Legal and Public
5.2 Refer the case to IELO for Assistance Office
further investigation and 3 Days (LPAO)
filing of case if necessary.
130
6. Receive a notice of 6.1 Upon Receipt of None Legal Officer
Clarificatory Hearing from Recommendation from 7 Days Investigation,
IELO via physical mail or LPAO, IELO will set Enforcement, and
email Clarificatory Hearings. Litigation Office
(IELO)
6.2 Notices of the said
hearings must be sent to 1 hour Legal Assistant
both parties 3 Days before Investigation,
the said date. Enforcement, and
Litigation Office
(IELO)
7. Attend the Clarificatory 7.1 Conduct Clarificatory None Legal Officer
Hearing on the scheduled Hearing 2 hours Investigation,
time, date, and location Enforcement, and
7.2 Upon termination of the Litigation Office
Clarificatory Hearing, the 7 Days (IELO)
Hearing Officer must
immediately issue the
Order to file the parties ' Legal Assistant
verified position paper Investigation,
within a period of 7 Days Enforcement, and
upon termination of the
Litigation Office
Hearing
(IELO)
8 Both parties will file Legal Officer

Position Papers to the Investigation,
Legal Officer, which None 19 Days Enforcement, and
8.1 Evaluate the Position Litigation Office
contains the following:
Paper of the Parties
a. a brief and concise (IELO)
statement of relevant
facts relied upon;
131
b. reference to the provision Legal Assistant
of law/s allegedly Investigation,
violated; Enforcement, and
c. the issues to be Litigation Office
resolved; (IELO)
d. a discussion of the
parties’ arguments or
defenses, as the case
may be; and
e. reliefs or other remedies
sought by the parties.
within 7 Days
9. Receive the Resolution of 9.1 Issuance of Resolution and None 1 day Director
the Authority via physical send the resolution to both Investigation,
mail or email parties. Enforcement, and
Litigation Office
(IELO)
Legal Assistant
Investigation,
Enforcement, and
Litigation Office
(IELO)
None 9.2 Record and file all actions None 20 Minutes Legal Assistant
taken on the complaint and Investigation,
tag the complaint as Enforcement, and
“Referred to IELO” Litigation Office
(IELO)
132
TOTAL If both parties attended the summary hearing or
54 Days, 6
government agency did not attend summary hearing
None Hours, 10
(Agency Did not Comply to the Order of AA/AE)
Minutes*
*The above periods are tolled from the time the Authority issues the Notice of Summary Hearing, conduct of
clarificatory hearing and issuance of Order to file Verified Position Paper, whichever is applicable and shall
continue to run again from the termination of the Summary Hearing or clarificatory hearing or receipt of the
Verified Position Paper, whichever is applicable. Please note that pursuant to MC No. 05, Series of 2020, the
pertinent provisions of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and
Rules of Procedure of the Office of Ombudsman are adopted suppletory in character.
Transactions (with Disposition of Complaints via virtual proceedings)
Legal and Public Assistance Office (LPAO) and Investigation, Enforcement, and
Office/Division:
Litigation Office (IELO)
to Government
Who may avail: All
Automatic Extension
2. Agency’s Citizen Charter of the Particular Service Applied Complainant
133
and application for Hearing and forward the 6 Hours Legal and Public
automatic approval / same to Legal for review. Assistance Office
automatic extension to (LPAO)
the Complaint Officer 1.2 Review the Draft Notice of
with the notarized Summary Hearing and edit Legal Officer
affidavit of completeness it if necessary and forward 1 Day Legal and Public
with annexes and the the same to the Director of Assistance Office
agency’s citizen’s charter LPAO for review and (LPAO)
for the particular service signature.
applied for.
1.3 Review the complaint file
and sign the Notice of 1 Day
Summary Hearing and Director
forward to Legal. Legal and Public
Assistance Office
1.4 Received the signed (LPAO)
Notice of Summary 15 Minutes
Hearing from Legal for Legal Officer
sending to both parties. Legal and Public
Assistance Office
(LPAO)

Legal Officer
Legal and Public
Assistance Office
(LPAO)
134
labels for mailing.
mail.
area for mailing.

as a PDF file.
for sending.
complainant.
the Action Logbook.
(LPAO)
135
Legal Officer
3.2 Draft recommendation to Legal and Public
the Director of LPAO and 4 Days Assistance Office
whether the Automatic (LPAO)
Extension will be granted
case may be)
3.3 Forward recommendation

to Director of LPAO for 2 Days Legal Officer
review and approval. Legal and Public
Assistance Office
3.4 Forward approved (LPAO)
Order of Automatic
Approval / Automatic 1 Day
Extension or Letter of Director
Denial as the case may be Legal and Public
to the Office of the DDG Assistance Office
for Legal or Office of the (LPAO)
3.5 Sign the final Deputy Director

recommendation and the 3 Days General for Legal
Order of Automatic or Director General
136
Approval / Automatic (ODDG for Legal
Extension or Letter of or ODG)
be.
Deputy Director
3.6 Forward the signed General for Legal
recommendation and 1 Day or Director General
Order of Automatic (ODDG for Legal
Approval / Automatic or ODG)
Denial (as the case may Legal Officer
be) to Legal for sending. Legal and Public
Assistance Office
3.7 Receive the signed 30 Minutes (LPAO)
recommendation and
Order of Automatic

Legal Officer
physical mail or email Denial or Notice of Closure
Legal and Public
as the case may be.
Assistance Office
(LPAO)
For sending via Physical
Mail:
137
labels for mailing.
5 Minutes
mail.
10 Minutes
area for mailing.
4.6 Scan the Order and save it 20 Minutes
as a PDF file.
10 Minutes
complainant.
the Action Logbook.
Extension:
3 Days
4.9 Wait for the compliance of
138
5. Be notified that the case If the agency did not None
has been referred to IELO comply:
via physical mail or email
5.1 Notify complainant that the 10 minutes Legal Officer
complaint will be referred Legal and Public
to the IELO. Assistance Office
(LPAO)
5.2 Refer the case to IELO for 3 Days
further investigation and
filing of case if necessary.
6. Received Notice to Submit 6.1 Draft Notice to submit Legal Officer

Verified Position Paper via Verified Position Paper 2 days
Investigation,
physical mail or email and forward to IELO Enforcement, and
Director for review and
Litigation Office
signature.
(IELO)
1 Day
6.2 Sign the Notice to Submit None
Verified Position Paper
and forward to Legal Legal Assistant
Officer for sending. Investigation,
Enforcement, and
6.3 Send Notices to Submit Litigation Office
1 hour (IELO)
Verified Position Paper
7. Filing of Position Papers Legal Officer
to the Legal Officer, which Investigation,
contains the following: 7.1 Evaluate the Position Enforcement, and
Paper of the Parties and, if 19 Days Litigation Office
a. brief and concise None
statement of relevant facts necessary, conduct (IELO)
relied upon; clarificatory hearing
b. reference to the provision
of law/s allegedly violated; Legal Assistant
139
c. the issues to be resolved; Investigation,
d. a discussion of the parties’ Enforcement, and
arguments or defenses, as Litigation Office
the case may be; and (IELO)
e. reliefs or other remedies
sought by the parties.
within 7 Days
8. Receive the Resolution 8.1 Issuance of Resolution and None 1 day Director
of the Authority via send the resolution to both Investigation,
physical mail or email parties. Enforcement, and
Litigation Office
(IELO)
None 8.2 Record and file all actions None 20 Minutes Legal Assistant
taken on the complaint and Investigation,
tag the complaint as: Enforcement, and
CLOSED. Litigation Office
(IELO)
50 Days, 2
government agency did not attend summary hearing
None Hours, 10
(Agency Did not Comply to the Order of AA/AE)
Minutes*
*The above periods are tolled from the time the Authority issues the Notice of Summary Hearing or Notice to
Submit Verified Position Paper and shall continue to run again from the termination of the Summary Hearing or
upon receipt of the Verified Position Paper whichever is applicable. Please note that pursuant to MC No. 05,
Series of 2020, the pertinent provisions of the Revised Rules of Court, Revised Rules on Administrative Cases
in Civil Cases, and Rules of Procedure of the Office of Ombudsman are adopted suppletory in character.
140
11. Request for Issuance of Order of Automatic Approval / Extension for Highly Technical
Transactions

Government
Who may avail: All
Automatic Extension
2. Agency’s Citizen Charter of the Particular Service Complainant

Applied for. (1 copy or 1 scanned copy if submitted via
email)
FEES
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION TO BE
TIME RESPONSIBLE
PAID
automatic approval / Notice of Summary Hearing Assistance Office
automatic extension to Legal for review. (LPAO)
to the Complaint
Officer with the 1.2 Review the Draft Notice of 1 Day Legal Officer
notarized affidavit of Summary Hearing and edit
141
completeness with it if necessary and forward Legal and Public
annexes and the the reviewed Notice of Assistance Office
agency’s citizen’s Summary Hearing to the (LPAO)
charter for the Director of LPAO for review
particular service and signature.
applied for.
1.3 Review the complaint file
and sign the Notice of 1 Day Director
Summary Hearing and Legal and Public
forward to Legal. Assistance Office
(LPAO)
1.4 Received the signed Notice
of Summary Hearing from 15 Minutes Legal Officer
Legal for sending to both Legal and Public
parties. Assistance Office
(LPAO)

Summary Hearing via For sending via Physical Mail:
physical mail or email 2.1 Prepare attachments to be 20 Minutes
labels for mailing.
2.3 Record the action using the 5 Minutes Legal Officer
Outgoing Tracker. Legal and Public
2.4 Forward to Records Officer 10 Minutes Assistance Office
for sending via regular mail. (LPAO)
area for mailing.
142
as a PDF file.
2.7 Prepare the attachments for 10 Minutes
sending.

complainant.
2.9 Record the action using the 5 Minutes
Action Logbook.
Hearing on the on the scheduled time and Legal and Public
scheduled time, date, date. Assistance Office
and location (LPAO)
3.2 Draft recommendation to

the Director of LPAO and Legal Officer
Approval / Automatic 14 Days Assistance Office
Letter of Denial (as the case
may be).
Legal Officer
3.3 Forward recommendation to Legal and Public
Director of LPAO for review 5 Days Assistance Office
and approval. (LPAO)
143
Order of Automatic
Extension or Letter of 1 Day Director
Denial as the case may be Legal and Public
to the Office of the DDG for Assistance Office
Legal or Office of the (LPAO)
3.5 Sign the final

recommendation and the Deputy Director General
Order of Automatic 3 Days for Legal or Director
Approval / Automatic General
Extension or Letter of ODDG for Legal/ODG
Denial, as the case may be.
3.6 Forward the signed Deputy Director General

recommendation and Order for Legal or Director
of Automatic Approval / 1 Day General
Automatic Extension or ODDG for Legal/ODG
Letter of Denial (as the case
may be) to Legal for
sending.
Legal Officer
3.7 Receive the signed 30 Minutes Legal and Public
recommendation and Order Assistance Office
of Automatic Approval / (LPAO)
Automatic Extension or
144
Letter of Denial, as the case
may be. (proceed to Step 5)
None If both parties did not attend None

3.8 Draft findings and Legal Officer

recommendation for 14 Days
Closure/Termination of the Legal and Public
case and Notice of Assistance Office
Closure. (LPAO)
3.9 Forward the draft findings

and recommendations to 5 Days
the Director of LPAO and
draft Notice of Closure for
review.
3.10 Sign the Findings and 3 Days

Recommendations and the Director
Notice of Closure. Legal and Public
Assistance Office

Findings and
Recommendations to Legal 1 Day
for their reference and the
Notice of Closure to Legal
Division for sending to both
parties.
145
3.12 Receive and archive the 30 Minutes
signed Findings and
Recommendations and Legal Officer
send the Notice of Closure Legal and Public
to both parties (proceed Assistance Office
Step 5)
None If complainant did not attend None
3.13 Archive the prayer of the Legal Officer

complainant for the Legal and Public
issuance of Automatic 30 Minutes Assistance Office
Extension. (proceed to last
step).
Automatic Extension Approval / Automatic 30 Minutes Legal Officer
or Letter of Denial via Extension or Letter of Legal and Public
physical mail or email Denial or Notice of Closure Assistance Office
as the case may be. (LPAO)
For sending via Physical Mail:

labels for mailing.
4.3 Record the action using the Legal Officer
5 Minutes Legal and Public
Outgoing Tracker.
Assistance Office
4.4 Forward to Records Officer (LPAO)
for sending via regular mail. 5 Minutes
146
10 Minutes
area for mailing.
20 Minutes
4.6 Scan the Order and save it
as a PDF file.
complainant.
Legal Officer
10 Minutes
4.8 Record the action using the Legal and Public
Action Logbook. Assistance Office
(LPAO)
Extension:
4.9 Wait for the compliance of 3 Days
If Letter of Denial, proceed to

Step 5.2
5. Receive the If Automatic Approval / None
compliance of the Extension is Granted:
agency to the 5.1 Acknowledge compliance 10 Minutes Legal Officer
Authority’s Order of of the agency to the Order Legal and Public
Automatic Approval / of Automatic Approval / Assistance Office
Extension or Letter of Automatic Extension. (LPAO)
Denial from Authority
147
via physical mail or If Denied,
email 5.2 Send the Letter of Denial to 10 minutes
the complainant.
taken on the complaint and Legal and Public
tag the complaint as: “Order Assistance Office
of Automatic Approval / (LPAO)
Automatic Extension Sent”
or “Prayer for Automatic
Extension Denied” or
“Archived”
government agency did not attend summary hearing None 30 Days, 3 Hours,
(Agency Complied to the Order of AA/AE) 30 Minutes*
TOTAL if complainant did not attend the Summary
None 3 Days, 3 Hours*
Hearing
TOTAL if both parties did not attend the summary
None 26 Days, 3 Hours*
hearing:
*The above periods are tolled from the time the Authority issues the Notice of Summary Hearing and shall
continue to run again from the termination of the Summary Hearing. Please note that pursuant to MC No. 05,
Series of 2020, the pertinent provisions of the Revised Rules of Court, Revised Rules on Administrative Cases
in Civil Cases, and Rules of Procedure of the Office of Ombudsman are adopted suppletory in character.
148
Transactions (with Standard Disposition of Complaints)

Government
Who may avail: All
Existing Complaint with a prayer for Automatic

Approval / Automatic Extension
1. Notarized Affidavit of Completeness with
Annexes (1 original copy or 1 scanned copy if Public Assistance and Complaints Desk or ARTA Website
submitted via email) (http://arta.gov.ph/pages/downloads/)
2. Agency’s Citizen Charter of the Particular
Service Applied for. (1 copy or 1 scanned Complainant
copy if submitted via email)
FEES TO PROCESSING
CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE
BE PAID TIME
1. Submit the complaint 1.1 Draft Notice of None Complaint Officer
and application for Summary Hearing 6 Hours Legal and Public Assistance
automatic approval / and forward draft Office (LPAO)
automatic extension to Notice of Summary
the Complaint Officer Hearing to Legal for
with the notarized review.
149
affidavit of
completeness with 1.2 Review the Draft
annexes and the Notice of Summary 1 Day Legal Officer
agency’s citizen’s Hearing and edit it if Legal and Public Assistance
charter for the necessary and Office (LPAO)
particular service forward the reviewed
applied for. Notice of Summary
Hearing to the
1.3 Review the complaint Director

file and sign the Legal and Public Assistance
Notice of Summary 1 Day Office
Hearing and forward (LPAO)
to Legal.
1.4 Received the signed

Notice of Summary 15 Minutes Legal Officer
Hearing to Legal for Legal and Public Assistance
sending to both Office (LPAO)
parties.
2. Receive Notice of For sending via None
Summary Hearing via Physical Mail:
physical mail or email 2.1 Prepare attachments 20 Minutes
to be included in the
Legal Officer
mail.
2.2 Prepare envelopes
Office (LPAO)
and labels for 5 Minutes
mailing.
150
2.3 Record the action 5 Minutes
using the Outgoing
Tracker.
Officer for sending
via regular mail.
envelope to the
reception area for
mailing.

2.7 Prepare the 10 Minutes
attachments for
sending.
nominated email of
the complainant.
using the Action
Logbook.
3. Attend the Summary 3.1 Conduct Summary None 2 Hours Legal Officer
Hearing on the Hearing on the Legal and Public Assistance
scheduled time, date, scheduled time and Office (LPAO)
and location. date.
151
None If both parties attended None
the Summary Hearing /
If government agency
did not attend the
Summary Hearing
3.2 Draft
recommendation to Legal Officer
the Director of LPAO Legal and Public Assistance
and whether the Office (LPAO)
Automatic Approval / 14 Days
Automatic Extension
will be granted and
the Draft Order or
Letter of Denial (as
the case may be)
3.3 Forward
recommendation to 5 Days
Director of LPAO for Legal Officer
review and approval. Legal and Public Assistance
Office (LPAO)
recommendation and
Draft Order of
Automatic Approval / 1 Day
Automatic Extension
or Letter of Denial as Director
the case may be to Legal and Public Assistance
the Office of the DDG Office (LPAO)
for Legal or Office of
the Director General
152
for their approval and
signature.
3.5 Sign the final

recommendation and 3 Days
the Order of Deputy Director General for
Automatic Approval / Legal or Director General
Automatic Extension
or Letter of Denial, as
the case may be.

recommendation and Deputy Director General for
Order of Automatic 1 Day Legal or Director General
Approval / Automatic ODDG for Legal/ ODG
Denial (as the case
sending.
3.7 Receive the signed Legal Officer

recommendation and Legal and Public Assistance
Order of Automatic 30 Minutes Office (LPAO)
Denial, as the case
may be. (proceed to
Step 5)
4. Receive the Order of 4.1 Prepare the sending None

Automatic Approval of the Order of
Automatic Approval / 30 Minutes Legal Officer
153
or Automatic Automatic Extension Legal and Public Assistance
Extension. as the case may be. Office (LPAO)
For sending via

Physical Mail:
4.2 Prepare envelopes 20 Minutes
and labels for
mailing. Legal Officer
4.3 Record the action Office (LPAO)
using the Outgoing 5 Minutes
Tracker.
Officer for sending
via regular mail.
envelope to the
reception area for
mailing.
4.6 Scan the Order and 20 Minutes
save it as a PDF file. Legal Officer
4.7 Send the PDF to the Office (LPAO)
10 Minutes
nominated email of
the complainant.
154
using the Action
Logbook.
Extension:
4.9 Wait for the 3 Days
compliance of the
agency concerned.
5. Receive the None
compliance of the If the agency did not
agency to the comply:
Authority’s Order of
Automatic Approval / 5.1 Notify complainant 10 Minutes
Extension via that the complaint will
physical mail or email be referred to the Legal Officer
IELO. Legal and Public Assistance
Office (LPAO)
5.2 Refer the case to
IELO for further 3 Days
investigation and
filing of case if
necessary.
6. Receive a notice of 6.1 Upon Receipt of None Legal Officer

Clarificatory Hearing Recommendation Investigation, Enforcement,
from IELO via from LPAO, IELO will 7 Days and Litigation Office (IELO)
physical mail or email set Clarificatory
Hearings.
155
6.2 Notices of the said 1 hour Legal Assistant
hearings must be Investigation, Enforcement,
sent to both parties 3 and Litigation Office (IELO)
Days before the said
date.
7. Attend the 7.1 Conduct Clarificatory None Legal Officer

Clarificatory Hearing Hearing 2 hours Investigation, Enforcement,
on the scheduled 7.2 Upon the termination and Litigation Office (IELO)
time, date, and of the Clarificatory
location. Hearing, the Hearing 7 Days
Officer must Legal Assistant
immediately issue the Investigation, Enforcement,
Order to file the and Litigation Office (IELO)
parties ' verified
position paper within
a period of 7 Days
upon termination of
the Hearing
8. Both parties will file 8.1 Evaluate the Position None Legal Officer
Position Papers to Paper of the Parties Investigation, Enforcement,
19 Days and Litigation Office (IELO)
the Legal Officer,
which contains the
following:
a. a brief and concise Legal Assistant
statement of relevant Investigation, Enforcement,
facts relied upon; and Litigation Office (IELO)
b. reference to the
provision of law/s
allegedly violated;
156
c. the issues to be
resolved;
defenses, as the
case may be; and
e. reliefs or other
remedies sought by
the parties.
within 7 Days
9. Receive the 9.1 Issuance of None 1 day Director
Resolution of the Resolution and send Investigation, Enforcement,
Authority via physical the resolution to both and Litigation Office (IELO)
mail or email parties.
Legal Assistant
Investigation, Enforcement,
and Litigation Office (IELO)
9.2 Record and file all None 20 Minutes Legal Assistant

actions taken on the Investigation, Enforcement,
complaint and tag the and Litigation Office (IELO)
complaint as:
CLOSED.
TOTAL If both parties attended the summary
hearing or government agency did not attend 67 Days, 6
summary hearing or agency did not comply to the None Hours, 30
Order of AA/AE Minutes*
*The above periods are tolled from the time the Authority issues the Notice of Summary Hearing or Notice of
Clarificatory Hearing, whichever is applicable, and shall continue to run again from the termination of the
Summary Hearing or Clarificatory Hearing. Please note that pursuant to MC No. 05, Series of 2020, the pertinent
157
provisions of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of
Procedure of the Office of Ombudsman are adopted suppletory in character.
Transactions (with Disposition of Complaints via virtual proceedings)

Government
Who may avail: All
Existing Complaint with a prayer for Automatic
Approval / Automatic Extension
a. Notarized Affidavit of Completeness with Public Assistance and Complaints Desk or ARTA Website
Annexes (1 original copy or 1 scanned copy if (http://arta.gov.ph/pages/downloads/)
submitted via email)
b. Agency’s Citizen Charter of the Particular
Service Applied for. (1 copy or 1 scanned copy if Complainant
submitted via email)
FEES TO BE PROCESSING
PAID TIME
1. Submit the complaint 1.1 Draft Notice of None Complaint Officer
and application for Summary Hearing and 6 Hours Legal and Public Assistance
automatic approval / forward draft Notice of Office (LPAO)
automatic extension
158
to the Complaint Summary Hearing to
Officer with the Legal for review.
notarized affidavit of 1 Day Legal Officer
completeness with 1.2 Review the Draft Legal and Public Assistance
annexes and the Notice of Summary Office (LPAO)
agency’s citizen’s Hearing and edit it if
charter for the necessary and forward
particular service the reviewed Notice of
applied for. Summary Hearing to
the Director of LPAO
for review and
signature.
Director
1.3 Review the complaint 1 Day Legal and Public Assistance
file and sign the Notice Office
of Summary Hearing (LPAO)
and forward to Legal.
Legal Officer
1.4 Received the signed Legal and Public Assistance
Notice of Summary Office (LPAO)
Hearing from Legal for 15 Minutes
sending to both
parties.
2.1 Prepare attachments to 20 Minutes Legal Officer
be included in the mail. Legal and Public Assistance
2.2 Prepare envelopes Office (LPAO)
and labels for mailing. 5 Minutes
159
using the Outgoing
Tracker.
regular mail.
envelope to the 5 Minutes
reception area for
mailing.
For sending via

Email
2.7 Prepare the
attachments for 10 Minutes
sending.
complainant.
2.9 Record the action
using the Action 5 Minutes
Logbook.
3. Attend the Summary 3.1 Conduct Summary None 2 Hours Legal Officer
Hearing on the Hearing on the Legal and Public Assistance
scheduled time, date, scheduled time and Office (LPAO)
and location. date.
160
None If both parties attended None
the Summary Hearing / If
government agency did
not attend the Summary
Hearing
3.2 Draft recommendation

to the Director of
LPAO and whether the Legal Officer
Automatic Approval / 14 Days Legal and Public Assistance
Automatic Extension Office (LPAO)
will be granted and the
Draft Order or Letter of
Denial (as the case
may be)
3.3 Forward
recommendation to 5 Days
review and approval. Legal Officer
3.4 Forward approved Office (LPAO)
recommendation and
Draft Order of
Automatic Approval / 1 Day
Automatic Extension or
Letter of Denial as the
case may be to the Director
Office of the DDG for Legal and Public Assistance
Legal or Office of the Office (LPAO)
Director General for
161
their approval and
signature.
3.5 Sign the final

recommendation and 3 Days Deputy Director General for
the Order of Automatic Legal or Director General
Approval / Automatic ODDG for Legal/ODG
Denial, as the case
may be.

recommendation and 1 Day
Order of Automatic Deputy Director General for
Approval / Automatic Legal or Director General
Extension or Letter of ODDG for Legal/ODG
Denial (as the case
sending.
3.7 Receive the signed

recommendation and Legal Officer
Order of Automatic Legal and Public Assistance
Approval / Automatic 30 Minutes Office (LPAO)
Denial, as the case
may be. (proceed to
Step 5)
162
4. Receive the Order of 4.1 Prepare the sending of None
Automatic Approval the Order of Automatic
or Automatic Approval / Automatic 30 Minutes Legal Officer
Extension or Letter of Extension or Letter of Legal and Public Assistance
Denial via physical Denial or Notice of Office (LPAO)
mail or email Closure as the case
may be.
For sending via Physical

Mail:
20 Minutes
4.2 Prepare envelopes
and labels for mailing. Legal Officer
4.3 Record the action 5 Minutes Office (LPAO)
using the Outgoing
Tracker.
5 Minutes
regular mail.
10 Minutes
envelope to the
reception area for
mailing.
4.6 Scan the Order and
save it as a PDF file. 20 Minutes
163
10 Minutes
complainant.
4.8 Record the action Legal Officer
using the Action 10 Minutes Legal and Public Assistance
Logbook. Office (LPAO)
If Automatic Approval
/ Extension:
4.9 Wait for the
compliance of the 3 Days
agency concerned.
5. Receive the None

compliance of the If the agency did not
agency to the comply:
Authority’s Order of
Automatic Approval / 5.1 Notify complainant that Legal Officer
Extension via the complaint will be 10 Minutes Legal and Public Assistance
physical mail or email referred to the IELO. Office (LPAO)
5.2 Refer the case to IELO

for further investigation 3 Days
and filing of case if
necessary.
164
6. Receive Notice to 6.1 Draft Notice to submit
Submit Verified Verified Position Paper 2 days
Position Paper via and forward to IELO
physical mail or email Director for review and Legal Officer
signature. Investigation, Enforcement,
6.2 Sign the Notice to
Submit Verified Position None 1 Day
Paper and forward to
Legal Officer for Legal Assistant
sending. Investigation, Enforcement,
1 hour and Litigation Office (IELO)
6.3 Send Notices to
Submit Verified Position
Paper
7. Filing of Position
Papers to the Legal
Officer which contains
the following: Legal Officer
a. a brief and concise Investigation, Enforcement,
statement of relevant 7.1 Evaluate the Position and Litigation Office (IELO)
facts relied upon; Paper of the Parties 19 Days
b. reference to the and, if necessary, None
provision of law/s conduct clarificatory Legal Assistant
allegedly violated; hearing Investigation, Enforcement,
c. the issues to be and Litigation Office (IELO)
resolved;
defenses, as the case
may be; and
165
e. reliefs or other
remedies sought by
the parties.
within 7 Days
8. Receive the 8.1 Issuance of Resolution None Director
Resolution of the and send the 1 day Investigation, Enforcement,
Authority via physical resolution to both and Litigation Office (IELO)
mail or email parties.
Legal Assistant
None 8.2. Record and file all None 20 Minutes Legal Assistant
actions taken on the Investigation, Enforcement,
complaint and tag the and Litigation Office (IELO)
complaint as:
CLOSED.
TOTAL If both parties attended the summary
hearing or government agency did not attend 57 Days, 4
summary hearing or Agency Did not Comply to the None Hours, 30
Order of AA/AE. Minutes*
* The above periods are tolled from the time the Authority issues the Notice of Summary Hearing or Notice of
Clarificatory Hearing, whichever is applicable, and shall continue to run again from the termination of the Summary
Hearing or Clarificatory Hearing. Please note that pursuant to MC No. 05, Series of 2020, the pertinent provisions
of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of Procedure of
the Office of Ombudsman are adopted suppletory in character.
166
Investigation Enforcement and Litigation Office
(IELO)
External
167
1. DISPOSITION OF COMPLAINTS - Standard Procedure
Standard procedure for the disposition of complaints endorsed to ARTA-IELO.
Office/Division: Investigation, Enforcement, and Litigation Office (IELO)

Classification: Highly Technical Transaction
Government to Client, Government to Business, Government to Government
Any person complaining against any government official for possible violation of Republic
Who may avail:
Act No. 11032
Formal Complaint -i.e. Verified Complaint-Affidavit with Legal and Public Assistance Office and/or Complainant
attached Certification of Non-Forum Shopping
PAID TIME
None Upon Receipt of a Formal None 7 Days Legal Officer
Complaint, IELO shall Investigation, Enforcement,
have 7 Days to set the and Litigation Office (IELO)
case for virtual Clarificatory
Hearings, and Notices of
the said hearings must be Legal Assistant
sent to all concerned Investigation, Enforcement,
parties at least 3 days and Litigation Office (IELO)
before the scheduled
hearing.
168
Attendance in the Upon termination of the None Hearing Legal Officer
clarificatory hearing Clarificatory Hearing, the should last for Investigation, Enforcement,
Hearing Officer must 1 day (1-2 and Litigation Office (IELO)
immediately issue an hours per
Order terminating the session),
hearing and submitting the unless Legal Assistant
case for Resolution, it may scheduled for Investigation, Enforcement,
likewise contain a directive a and Litigation Office (IELO)
for the parties to submit Continuance.
their respective verified
position papers within a
maximum period of 10
working days upon
termination of the hearing.
1. Both parties will file 1.1 Evaluate the Position None 20 days Legal Officer
Verified Position Paper of the Parties Investigation, Enforcement,
Papers which and draft the and Litigation Office (IELO)
contains the Disposition.
following:
Legal Assistant
a. a brief and concise Investigation, Enforcement,
statement of and Litigation Office (IELO)
relevant facts
relied upon;
b. reference to the
provision of law/s
allegedly violated;
c. the issue/s to be
resolved;
parties’ claims or
169
defenses, as the
case may be; and
reliefs or other
remedies sought
by the parties.
2. Submission of the 2.1 ARTA’s management None 7 days Division Chief, Investigation,
draft Disposition to to review the draft Enforcement, and Litigation
ARTA’s Legal Disposition and to *extendible to Office (IELO)
Executive Committee approve or disapprove another 7 days
the recommendations if amendments
of the Legal Officer. have to be
made Director, Investigation,
Depending on the
Enforcement, and Litigation
complexity of the
7 days Office (IELO)
issue/s involved, the
case may be set for a *extendible to
case conference with another 7 days
ARTA’s Management. if amendments Deputy Director General for
have to be Legal
made
7 days
*extendible to
another 7 days
if amendments
have to be
made
170
None Issuance of Disposition None 1 day Legal Officer
Once approved and and Litigation Office (IELO)
signed by all
signatories, the
Disposition shall be Legal Assistant
issued to the parties Investigation, Enforcement,
via e-mail and/or and Litigation Office (IELO)
courier.
TOTAL: None 50 Days*
* Please note that pursuant to ARTA MC No. 05, Series of 2020, as amended by MC No. 2021-07, s.2021, the pertinent
provisions of the Revised Rules of Court, Revised Rules on Administrative Cases in Civil Cases, and Rules of Procedure
of the Office of Ombudsman are adopted suppletory especially the prescribed processing times
171
Public Relations Unit (PRU)
External Services
172
1. Request for Briefing
Request for a briefing, orientation, or training on Republic Act No. 11032 (EODB and EGSD Act of 2018), on ARTA
Memorandum Circular 2019-002 (Guidelines on the Implementation of the Citizen’s Charter), and the Regulatory Impact
Assessment (RIA)
Public Relations Unit; Finance and Administrative Office; Office

of the Director General; Compliance Monitoring and Evaluation
Office/Division
Office; Better Regulations Office; Regulatory Management
Training Division; Legal and Public Assistance Office
Classification Simple
Type of transaction G2G - Government to Government
Who may avail All Government Instrumentalities

1. Formal Request/Invitation (1 Original or 1 Electronic Requesting Party
Copy)
Must contain the following data:
• Full name of the representative from the
requesting Agency
• Contact number and email address
• Full details of requested training (What, When,
Where, Who, and How)
FEES TO PROCESSING
BE PAID TIME
173
1. Send a formal 1.1 Receive the formal None 1 Hour For Walk-ins/Registered Mails:
invitation/request invitation/request from the Receptionist (Administrative Aide)
complete with representative/s of the Finance and Administrative Office
detailed information requesting government (FAO)
to the Anti-Red Tape agency
Authority via walk-in, For E-mails:
mail, or e-mail Information Officer
Public Relations Unit
For Walk-ins:
Submit Request for
Briefing/Training at the
ARTA Lobby
For Registered Mails:

Send to Address: Anti-
Red Tape Authority 5th
Floor NFA Bldg,
Vasra, Visayas Ave.
Diliman Quezon City
For E-mails:
info@arta.gov.ph
2. Reply to the 2.1 Forward invitation/request to None 10 Minutes Information Officer

acknowledgement the Office of the Director Public Relations Unit
response of the General
Authority via email
For E-mails: 2.2 Send an email to the None 30 Minutes Executive Assistant
info@arta.gov.ph requesting government Office of the Director General
agency, formally
174
the invitation/request
2.3 File and record the None 10 Minutes Executive Assistant

invitation/request in the Office of the Director General
tracker for briefings
2.4Review the invitation/request None 1 Day Executive Assistant
for further instructions Office of the Director General
Director General
Office of the Director General
2.5 Forward invitation/request None 10 Minutes Secretary
with instructions to the Office of the Director General
assigned division that will
give the briefing.
3. Receive response to 3.1 Coordinate via email and None 1 Day Program Development Officer
invitation via email phone call with the Compliance Monitoring and
requesting party Evaluation Office/Better
for the schedule of the Regulations Office/Regulatory
briefing Management Training Division
Or
Legal Assistant
Office
Total: None 2 Days, 1 Hour  
175
Available Briefing/Training
Type of Training Duration Responsible Office
Briefing on Republic Act No. 11032 or 4 Hours Office of the Director General (ODG)
the Ease of Doing Business
and Efficient Government Service
Delivery Act of 2018 and its
Implementing Rules and Regulations
(IRR)
Briefing on ARTA Memorandum 4 Hours Compliance Monitoring and Evaluation
Circular No. 2019-002 or Office (CMEO)
the Guidelines on the Implementation of
the Citizen's Charter in Compliance with
R.A. 11032 and its IRR
Training on Regulatory Impact 5 Days Regulatory Management and Training
Assessment (RIA) Division (RMTD)
2. Request for Statements/Advisories

Request for a statement or advisory regarding ARTA initiatives.
Public Relations Unit; Finance and Administrative Office; Office

Office/Division
of the Director General
G2C - Government to Citizens, G2B – Government to Business,
Type of transaction
G2G – Government to Government
Who may avail All citizens

176
Copy)
requesting Agency
• Full details of
requested statement/advisory (What, When,
Where, Who, and How)
PAID TIME
1. Send a formal 1.1 Receive the formal None 2 Hour For Walk-ins/Registered Mails:
invitation/request invitation/request from the Receptionist (Administrative Aide)
complete with representative/s of the Finance and Administrative Office
detailed information requesting government (FAO)
to the Anti-Red Tape agency
Authority via walk-in,
mail, or e-mail
For Walk-ins: For E-mails:

Submit Request Information Officer
for Statement/Advisory Public Relations Unit
at the ARTA Lobby
For Registered Mails:

Send to Address: Anti-
Red Tape Authority 5th
Flr NFA Building Brgy
177
Vasra, Visayas Ave.
Diliman Quezon
Makati City
For E-mails:
info@arta.gov.ph
2. Reply to the 2.1 Forward invitation/request None 10 Minutes Information Officer
acknowledgement to the Office of the Public Relations Unit
response of the Director General
Authority via email
For E-mails: 2.2. Send an email to the None 30 Minutes Information Officer
pru@arta.gov.ph requesting party, formally Public Relations Unit
the request
2.3 File and record the None 10 Minutes Information Officer
invitation/request in the Public Relations Unit
tracker
for statement/advisory
requests
2.4 Review the request for None 5 Hours Executive Assistant
further instructions Office of the Director General
Director General
2.5 Relay to the information None 10 Minutes Secretary

officer the statement to be Office of the Director General
made.
178
2.6 Draft the None 1 Day Information Officer
requested statement as Public Relations Unit
instructed by the Office of
the Director General in
coordination with the
assigned division, if
needed.
2.7 Approve drafted statement None 6 Hours Executive Assistant
Director General
3. Receive response 3.1. Send to requesting party None 2 Hours Information Officer
to request via email the approved Public Relations Unit
statement/advisory.
Total: None 3 Days  
179
Human Resources Development Division (HRDD)
External Services
180
1. Hiring of Plantilla Personnel for Successful Applications
The Authority shall adhere to the Civil Service Commission’s Omnibus Rules on Appointments and Other Human
Resources Actions (ORAOHRA) Rule VII Sec. 24 of the Publication and Posting of Vacant Positions states that,
“Vacant positions in the career service, including vacant executive/managerial positions in the second level that are
authorized to be filled, together with their corresponding qualification standards and plantilla item numbers, shall be
published and posted in three (3) conspicuous places for a period of at least ten (10) calendar days for NGAs, SUCs
and GOCCs with original charters in accordance with the provisions of RA No. 7041 and its implementing
guidelines...” and in Sec. 29, “The Publication of a particular vacant position shall be valid until filled but not extend
beyond nine (9) months reckoned from the date the vacant position was published.”
Office/Division: Finance and Administrative Office – Human Resource Development Division (HRDD)
Type of Transaction: G2C - Government to Citizen
Who may avail: All interested applicants
Application:
1. Letter of intent (1 original or 1photocopy or 1 electronic copy) Applicant
2. Fully accomplished and notarized Personal Data Sheet (PDS) Please download the PDS and Work Experience
with recent passport-sized picture (CS Form No. 212, Revised Sheet at www.csc.gov.ph
2017) and Work Experience Sheet (1 original or 1photocopy or
1 electronic copy)
3. Performance rating in the last rating period (if with previous Previous/current government employer
government service)
(1 original or 1photocopy or 1 electronic copy)
4. Certified / authenticated of eligibility/rating/license Civil Service Commission (CSC) / Professional

(1 original or 1photocopy or 1 electronic copy) Regulation Commission (PRC)
5. Certified / authenticated of Transcript of Records College / University graduated
(1 original or 1photocopy or 1 electronic copy)
181
Upon Appointment:
1. Personal Data Sheet (3 Original Copies) Applicant
2. Authenticated Copy of Civil Service Eligibility/ PRC Rating Civil Service Commission (CSC) / Professional
(1 original copy) Regulation Commission (PRC)
3. Authenticated Transcript of Record and Diploma University/College Graduated
(1 original copy)
4. Medical Certificate (CSC Form 211, revised 2018) Please download the Medical Certificate (CSC Form
(1 original copy with test result attached) 211, revised 2018) at www.csc.gov.ph and signed by
a government physician
5. ID Request form for Issuance of ARTA Temporary ID ARTA HRDD
(1 original copy)
6. 2x2 ID picture with white background (2 pieces) Appointee
7. 1x1 ID picture with white background (2 pieces) Appointee
8. Valid NBI Clearance (1 original copy) National Bureau of Investigation (NBI)
9. PSA-issued Birth Certificate (1 original/authenticated copy) Philippine Statistics Authority (PSA)
10. PSA-issued Birth Certificate of dependent(s) (if applicable) Philippine Statistics Authority (PSA)
(1 original/authenticated copy)
11. Marriage Contract/ Certificate (if applicable) Philippine Statistics Authority (PSA)
(1 original/authenticated copy)
12. PhilHealth ID or Member Registration Form Any PhilHealth branch
(1 ID photocopy/ 1 original registration form)
13. Pag-IBIG ID or Member’s Data Form Any Pag-IBIG branch
(1 ID photocopy/ 1 original registration)
14. Performance Rating from the previous Government office Previous/current government employer
(1 original copy)
Upon Appointment (For Transferee - with prior Government Service)
1. Clearance from money, property and legal accountabilities Previous/current government employer
from the previous Government office (1 original copy)
2. Certified true copy of pre-audited disbursement voucher of last Previous/current government employer
salary from previous agency and/or Certification by the Chief
182
Accountant of last salary received from previous office duly
verified by the assigned auditor thereat (1 original copy)
3. Certificate of Available Leave Credits (1 original copy) Previous/current government employer
4. Government Service Record (1 original copy) Previous/current government employer
5. Approved Daily Time Record (DTR) (1 original copy) Employee
6. Statement of Assets and Liabilities and Net Worth (SALN) Please download the Statement of Assets and
(4 original copy) Liabilities and Net Worth (SALN) at www.csc.gov.ph
7. Landbank ATM application/number Landbank (for Landbank ATM application form)
(1 photocopy for ATM Card [Front])
8. BIR 2316 (Certificate of Compensation Payment/ Tax Previous/current government employer
Withheld) (1 original copy)
9. BIR withholding certificates (Forms 1905) (1 original copy) Previous/current government employer or
Bureau of Internal Revenue (BIR)
10. Loan voucher/s or Authority to Deduct (1 original / photocopy) ARTA HRDD
1. Check the Authority’s 1.1 Post job vacancies in three None 10 Days HRM Officer
website, Facebook page, (3) conspicuous places: Human Resource Dev’t
bulletin board or CSC CSC Website, ARTA Division (HRDD)
website for the list of job Website, Information
vacancies. bulletin on ARTA office, and
Official Facebook page of IT Officer or ISA
ARTA. Information &
Communications
*posting period is at least ten Technology Unit (ICT)
(10) calendar days
Information Officer
(PRU)
183
2. Submit the complete 2.1 Send an e-mail None 20 Days HRM Officer
application requirements thru acknowledgement and Human Resource Dev’t
e-mail, paper screen applications Division (HRDD)
recruitment@arta.gov.ph or received.
thru courier/walk-in at
registered office address. Only shortlisted applicants with
complete requirements and
applied within the application
period will be contacted for the
formal assessment process.
3. Confirm the attendance to 3.1 Schedule shortlisted None 3 Days HRM Officer
technical exam and attend applicants for technical Human Resource Dev’t
the scheduled date at ARTA exam Division (HRDD)
Office
None 3.2 Administers the technical None 14 Days HRM Officer

exam to shortlisted Human Resource Dev’t
applicants Division (HRDD)
None 3.3 Director evaluates the None 7 Days Supervising

technical exams Director FAO / LPAO /
IELO CMEO / BRO
or
Deputy Director
General
Operations, Legal, and
General Admin and Fin.
or
Director General
184
None 3.4 For applicants who failed None 3 Days HRM Officer
the technical exam, HRMO Human Resource Dev’t
sends a letter of regret via Division (HRDD)
email
4. Confirm the attendance of 4.1 Schedule shortlisted None 3 Days HRM Officer
applicants who passed the applicants for initial Human Resource Dev’t
technical exam for initial interview with sub-HRPSB Division (HRDD)
interview and attend the
scheduled date at ARTA
Office.
None 4.2 Conduct the initial interview None 14 Days Sub-HRPSMB
and evaluate shortlisted (2 - 3 Representatives
applicants. per Office, HRMO)
FAO / LPAO / IELO
CMEO / BRO
the applicants who passed applicants for psychological Human Resource Dev’t
the initial interview for assessment test at the Division (HRDD)
psychological assessment provider’s office.
test and attend the
scheduled date at provider’s
office.
None 5.2 Test proctor administered None 14 Days Test Provider
the psychological
Outsourced
assessment test.
Assessment results will be
released to HRMO 5
working days after the
testing date
185
None 5.3 For applicants, who failed None 3 Days HRM Officer
the psychological test, Human Resource Dev’t
HRMO will send letter of Division (HRDD)
regret via email.
6. Confirm the attendance of 6.1 Schedule shortlisted

applicants who passed the applicants for panel
psychological test for panel interview of HRPSB. HRM Officer
None 3 Days Human Resource Dev’t
interview and attend the Division (HRDD)
scheduled date at ARTA
Office.
6.2 HRPSB conducts the panel
None interview and evaluates None 14 Days HRPSB Members
shortlisted applicants.
6.3 HRPSB Secretariat HRPSB Secretariat
None prepares a report of all None 7 Days Human Resource Dev’t
shortlisted applicants. Division (HRDD)
6.4 HRPSB deliberates all

None shortlisted applicants. None 14 Days HRPSB Members
6.5 HRPSB Secretariat HRPSB Secretariat

None finalizes report. None 7 Days Human Resource Dev’t
Division (HRDD)
6.6 HRPSB Chairman presents HRPSB Chairman

None the report to Appointing None 7 Days Human Resource Dev’t
Authority. Division (HRDD)
186
6.7 Appointing Authority
Appointing
decides on who will be
None None 14 Days Authority
appointed among the
shortlisted applicants. ODG/ ODDG
6.8 HRPSB Secretariat

prepares the congratulatory HRPSB Secretariat
None None 7 Days Human Resource Dev’t
and rejection letter via Division (HRDD)
email.
6.9 Preparation of appointment HRPSB Secretariat
papers and for signature of Human Resource Dev’t
Appointing Authority. Division (HRDD)
None None 14 Days
Appointing
Authority
ODG/ ODDG
6.10 Release of appointment
papers and list of HRPSB Secretariat
None None 7 Days Human Resource Dev’t
requirements to successful Division (HRDD)
applicant
7. Newly-appointee(s) assumes 7.1 HRMO checks the
office and submits pre- requirements and prepare
employment requirements the Oath of Office and HRM Officer
Assumption to Duty None 30 Days Human Resource Dev’t
*Appointee should assume Division (HRDD)
office within thirty (30) days of
receipt of written notice
TOTAL: None 218 Days

Note: Service is covered by the special laws under Civil Service Commission’s 2017 Omnibus Rules on Appointments and Other Human
Resources Actions (ORAOHRA), revised July 2018
187
2. Hiring of Plantilla Personnel but Failed Applications
The Authority shall adhere to the Civil Service Commission’s Omnibus Rules on Appointments and Other Human
Resources Actions (ORAOHRA) Rule VII Sec. 24 of the Publication and Posting of Vacant Positions states that,
“Vacant positions in the career service, including vacant executive/managerial positions in the second level that are
authorized to be filled, together with their corresponding qualification standards and plantilla item numbers, shall be
published and posted in three (3) conspicuous places for a period of at least ten (10) calendar days for NGAs, SUCs
and GOCCs with original charters in accordance with the provisions of RA No. 7041 and its implementing
guidelines...” and in Sec. 29, “The Publication of a particular vacant position shall be valid until filled but not extend
beyond nine (9) months reckoned from the date the vacant position was published.”
Type of Transaction: G2C - Government to Citizen
Who may avail: All interested applicants
1. Letter of intent (1 original or photocopy softcopy or hardcopy) Applicant
2. Fully accomplished and notarized Personal Data Sheet (PDS) Please download the PDS and Work Experience
with recent passport-sized picture (CS Form No. 212, Revised Sheet at www.csc.gov.ph
2017) and Work Experience Sheet (1 original or photocopy
softcopy or hardcopy)
3. Performance rating in the last rating period (if with previous Previous/current government employer
government service) (1 original or photocopy softcopy or
hardcopy)
4. Certified / authenticated of eligibility/rating/license (1 original or Civil Service Commission (CSC) / Professional

photocopy softcopy or hardcopy) Regulation Commission (PRC)
5. Certified / authenticated of Transcript of Records (1 1 original College / University graduated
or photocopy softcopy or hardcopy)
188
1. Check the Authority’s 1.1 Post job vacancies in three None 10 Days HRM Officer
website, Facebook page, (3) conspicuous places: Human Resource Dev’t
bulletin board or CSC CSC Website, ARTA Division (HRDD)
website for the list of job Website, Information
vacancies. bulletin on ARTA office, and
Official Facebook page of IT Officer or ISA
ARTA. Information &
Communications
*posting period is at least ten Technology Unit (ICT)
(10) calendar days
Information Officer
(PRU)
2. Submit the complete 2.1 Send an e-mail None 20 Days HRM Officer
application requirements thru acknowledgement and Human Resource Dev’t
e-mail, paper screen applications Division (HRDD)
recruitment@arta.gov.ph or received.
thru courier/walk-in at
registered office address. Only shortlisted applicants
with complete requirements
and applied within the
application period will be
contacted for the formal
assessment process.
3. Confirm the attendance to 3.1 Schedule shortlisted None 3 Days HRM Officer
technical exam and attend applicants for technical Human Resource Dev’t
the scheduled date at ARTA exam Division (HRDD)
Office
189
None 3.2 Administers the technical None 14 Days HRM Officer
exam to shortlisted Human Resource Dev’t
applicants Division (HRDD)
None 3.3 Director evaluates the None 7 Days Supervising

technical exams Director FAO / LPAO /
IELO CMEO / BRO
or
Deputy Director
General
or
Director General
None 3.4 For failed applicants, None 3 Days HRM Officer
HRMO sends a letter of Human Resource Dev’t
regret via email. Division (HRDD)
4. Confirm the attendance for 4.1 Schedule shortlisted None 3 Days HRM Officer
applicant who passed the applicants for initial Human Resource Dev’t
initial interview and attend interview with sub-HRPSB Division (HRDD)
the scheduled date at ARTA
Office
None 4.2 Conduct the initial interview None 14 Days Sub-HRPSMB
and evaluate shortlisted (2 - 3 Representatives
applicants per Office, HRMO)
FAO / LPAO / IELO
CMEO / BRO
190
None 4.3 For applicants who failed None 3 Days HRM Officer
the interview, HRMO will Human Resource Dev’t
send a letter of regret via Division (HRDD)
email
applicant who passed the applicants for psychological Human Resource Dev’t
initial interview for assessment to test Division (HRDD)
psychological assessment provider’s office.
and attend the scheduled
date at test provider’s office
None 5.2 Test proctor administers\ed None 14 Days Test Provider
the psychological
Outsourced
assessment
Assessment results will be
released to HRMO 5 working
days after the testing date
None 5.3 HRMO will send regret None 3 Days HRM Officer
letter to failed applicants Human Resource Dev’t
via email. Division (HRDD)
TOTAL: None 97 Days

Note: Service is covered by the special laws under Civil Service Commission’s 2017 Omnibus Rules on Appointments and Other Human
Resources Actions (ORAOHRA), revised July 2018
191
INTERNAL SERVICES
192
Compliance Monitoring and Evaluation Office
(CMEO)
Internal Services
193
1. Request for Evaluation of Citizen’s Charter
CMEO shall provide the evaluation of the submitted Citizen’s Charter Handbooks of government agencies to
requesting ARTA offices/divisions as needed for meetings, investigations, complaints handling, among others.

Who may avail: All ARTA offices/divisions
1. E-mail Request (1 Electronic Copy) Requesting Government Agency
1. Submit an e-mail request a. Acknowledge the receipt None 6 Hours PDO IV
for evaluation of Citizen’s of the e-mail of Division D CMEO
Charter Handbook of a the requesting ARTA
government agency to office/division
CMEO’s official email
b. Forward the request to None 2 Hours
address -
Division in-charge
compliance@arta.gov.ph
c. Review submitted None 1 Day PDO III
Citizen’s Charter Division A, B, C or
D - CMEO
d. Prepare evaluation 1 Day PDO III
report Division A, B, C or
D - CMEO
e. Review evaluation 1 Day PDO V
report and submit to the Division A, B, C or
Director for approval D - CMEO
f. Review and approve the None 1 Day Director – CMEO
Citizen’s Charter
Evaluation
194
2. Receive the evaluation 2.1 Transmit a PDF copy of None 1 Day PDO III
report on Citizen’s Charter the Citizen’s Charter Division A, B, C or D
Handbook of a government evaluation to the - CMEO
agency via e-mail requesting office / division
TOTAL: None 6 Days
195
Public Relations Unit (PRU)
Internal Services
196
1. Request for ARTA Collaterals
Request for ARTA collaterals (Speeches, Powerpoints, and other Information, Education,
Communication (IEC) Materials)
Office/Division Public Relations Unit
Type of transaction G2G - Government to Government
Who may avail All ARTA employees

Copy)
requesting unit
• Full details of requested ARTA collateral
(What, What event it will be used for, When
it will be used, Who are the audience).
197
FEES TO PROCESSING
BE PAID TIME
1. Send a formal 1.1 Receive the formal None 1 Hour For Walk-ins and E-mails:
request complete request from the Information Officer
with detailed representative/s of the Public Relations Unit
information to requesting division
the Public Relations
Unit via walk-in or e-
mail
For Walk-ins:
Submit Request
for ARTA Collateral at
any Information Officer
For E-mails:
pru@arta.gov.ph
2. Reply to the 2.1 If speech: Forward to None 4 Hours Information Officer
acknowledgement the office of the Public Relations Unit
response of concerned high-ranking
the PRU via email officer (ex. Director,
Deputy Director General,
For E-mails: Director General) as they
pru@arta.gov.ph have their own executive
assistants
If power-point/other
ARTA IEC
material: Review the
request for
further decision.
198
2.2. Send an email to the None 30 Minutes Information Officer
requesting division, Public Relations Unit
formally acknowledging
receipt of the request
2.3 File and record None 30 Minutes Information Officer
the request in the Public Relations Unit
tracker for ARTA
collateral requests.
2.4 If speech: For further None 1 Day Information Officer
instruction of relevant Public Relations Unit
office and drafting of
speech Executive Assistant
Relevant Office
If power-point: Prepare
the latest ARTA power-
point template for editing
of the requesting
division
If other ARTA IEC

material: Prepare the
ARTA IEC material
accordingly
3. Receive response 3.1. Send the requested None 2 Hours Information Officer
to request via email ARTA Collateral to the Public Relations Unit
requesting division (copy
furnished PRU if Executive Assistant
speech). Relevant Office
Total: None 2 Days  
199
Available ARTA Collaterals
Type of Collateral Duration Responsible Office
Speech 2 Days Relevant Office

Power-point Presentation 2 Days Public Relations Unit (PRU)
Other IEC Materials 2 Days Public Relations Unit (PRU)
200
Finance Division
Internal Services
201
1. Processing of Payroll
For the processing of bi-monthly salary of ARTA employees
Finance and Administrative Office – Human Resources Development Division (HRDD),
Office/Division:
Finance Division, General Services, Division, Landbank of the Philippines
Who may avail: All ARTA Employees
1. Daily Time Record (DTR) for the bi-month (1 original copy) Human Resource Development Division
2. Official Business Slip (if there are official travels) (1 original Immediate Supervisor
copy, signed by COS and immediate supervisor)
3. Office Order or Travel Order (if on out of town Official Travel) Supervising Director / Deputy Director General /
(1 photocopy) Director General
Records Custodian

1. Submit to HRDD a complete 1.1 Receive complete None 1 Hour HRM Officer
and signed requirements for requirements from Human Resource Dev’t
at least 3 working days after employees Division (HRDD)
the end of every payroll
period.
1.2 Evaluate the submitted None 6 Hours HRM Officer
documents. Human Resource Dev’t
Division (HRDD)
1.3 Computation of payroll and None 1 Day HRM Officer
preparation of payroll Human Resource Dev’t
summary Division (HRDD)
202
1.4 Payroll summary forward to None 1 Hour HRM Officer
Finance Division Human Resource Dev’t
Division (HRDD)
Budget Officer
Finance Division
1.5 Receive signed payroll from None 2 hours Budget Officer,

HR for proper obligation Finance Division
and accomplishment of
Obligation Request and
Status
1.6 Forward signed Obligation None 6 hours Accountant,
Request to Accounting for Finance Division
Disbursement Voucher and
ADA Preparation
1.7 Forward to respective None 1 Day, 6 hours Accountant, FAO
signatories:
Director, FAO
Box A – Director, FAO
Chief Accountant,
Box C – Chief Accountant, FAO
FAO
Deputy Director
Box D – DDG, FAO General, FAO
1.8 Forward documents to None 1 hour Cashier, General

Cashier Services Division
203
1.9 Prepare LDDAP-ADA, None 1 hour Cashier, General
Payroll Register, and Services Division
ACIC
1.10 Forward to respective None 1 Day, 6 hours Cashier, GSD

signatories:
Director, FAO
LDDAP-ADA – FAO
Chief Accountant,
Director, DDG, Chief
FAO
Accountant
Deputy Director
ACIC – Chief Accountant,
General, FAO
DDG, FAO
1.11 Forward to Landbank of None 2 hours Cashier, GSD
the Philippines for ARTA
processing
1.12 Credited to bank account None 2 days Account Officer,

of claimant
LBP
TOTAL None 7 days
204
2. Request for Certification of Availability of Funds
For the processing and release of Certificate of Availability of Funds as required in payment of various contracts
Office/Division: Finance and Administrative Office (FAO)

Who may avail: All ARTA staff and employees
Request for CAF for Catering Service, Venue
1. Memo Request for CAF addressed to Deputy Director General Requesting Office, ARTA
for Finance and Administrative Office (DDG-FAO) (1 original
copy)
2. Purchase Request (1 original copy) Procurement Officer, FAO, ARTA
3. Abstract of Canvass (1 original copy) Requesting Office, ARTA
4. at least three (3) Quotations (1 original copy) Requesting Office, ARTA
5. Draft contract of winning bidder (1 original copy) Requesting Office, ARTA
6. Approved Authority to Conduct Activity (1 original copy) Office of the Director General, ARTA
7. Concept Note (1 original copy) Requesting Office
RCAF for Professional Services
copy)
3. Approved Authority to Hire (1 original copy) Office of the Director General
4. Draft Contract (1 original copy) Human Resources Division
RCAF for Consultancy Services
205
copy)
3. Approved Authority to Hire (1 original copy) Office of the Director General, ARTA
4. Draft Contract (1 original copy) Requesting Office, ARTA
5. Terms of Reference (1 original copy) Requesting Office, ARTA
6. Bids and Awards Committee Resolution on Alternative Mode of Bids and Awards Committee, ARTA
Procurement (1 original copy)
1. Submit complete 1.1 Receive complete None 10 minutes Budget Officer I,
requirements to Finance requirements from FAO
Division requesting office.
1.2 Evaluates the submitted None 30 minutes Budget Officer I,
documents. FAO
1.3 Obligates the amount on None 1 hour Budget Officer III,

the correct fund source and FAO
sign the Obligation Request
(OBR)
1.4 Forward the OBR to the None 4 hours Budget Officer III,
OIC Director for signature FAO
OIC Director, FAO
1.5 Prepare Certificate of None 2 hours Budget Officer III,
Availability of Funds FAO
206
1.6 Forward to OIC Director None 2 days OIC Director, FAO
and Accountant for audit
and signatures Accountant, FAO
1.7 Provide photocopy of None 20 minutes Budget Officer III,
signed CAF to requesting FAO
office
OIC Director, FAO
TOTAL: None 3 days
3. Disbursements
Settlement of government payables/obligations by Check or ADA
Office/Division: Finance and Administrative Office (FAO)

Government
Who may avail: All
Travel Expense (Local Travel)
1.Approved Travel Order per Sec. 3 EO 298 (1 original copy) Head of Office ( <30 days), ARTA
Office of the Director General (30 days< ), ARTA
2.Duly approved itinerary of travel (1 original copy) Requesting Office, ARTA
Office of Director General, ARTA
3.Certification from Accountant (if applicable) (1 original copy) Chief Accountant, FAO
4. Certificate of Appearance/ Attendance (1 original copy) Requesting Office, ARTA
5. Paper/ Electronic tickets (1 original copy) Requesting Office, ARTA
6. Certification of DG for the absolute necessity of expenses if it Office of Director General, ARTA
exceeds the prescribed rate per day (1 original copy)
207
7. Liquidation Report (if Cash Advance) (1 original copy) Cashier, General Services Division, ARTA
8. Reimbursement Expense Receipt (1 original copy) Cashier, General Services Division, ARTA
9.Certificate of Travel Completed (1 original copy) Requesting Office, ARTA
Office of Director General
10. Hotel or Lodging Bills with Official Receipts within 50-kilometer Requesting Office, ARTA
radius of Metro Manila, if travel allowances being claimed
includes hotel room/lodging (1 original copy)
Travel Expense (Foreign Travel)
1.Approved Travel Order per Sec. 1 and 2 of EO No. 459 (1 Office of Director General, ARTA
original copy)
2.Duly approved itinerary of travel (1 original copy) Requesting Office, ARTA
3. Letter of Invitation of host or sponsoring country (1 original copy) Requesting Office, ARTA
4. For plane fare, quotation of 3 travel agencies (1 original copy) Requesting Office, ARTA
Procurement Officer, General Services Division,
ARTA
5. Flight itinerary issued by airline or travel agency (1 original copy) Requesting Office, ARTA
6. Copy of United Nations Development Programme (UNDP) rate Requesting Office, ARTA
for the daily subsistence allowance (DSA) for the country of
destination for the computation of DSA to be claimed (1 original
copy)
7.Invitation addressed to the agency (1 original copy) Requesting Office, ARTA
8. Acceptance of the Nominees as participant (1 original copy) Requesting Office, ARTA
9. Certification from accountant (1 original copy) Chief Accountant, FAO, ARTA
10. Paper/ Electronic tickets (1 original copy) Requesting Office, ARTA
11. Itinerary of Travel (1 original copy) Requesting Office, ARTA
12. Narrative Report on trip undertaken (1 original copy) Requesting Office, ARTA
13. Official Receipt in case of refund of cash advance (1 original Requesting Office, ARTA
copy) Cashier, General Services Division, ARTA
14. Certificate of Travel Completed (1 original copy) Requesting Office, ARTA
208
Communication Expense
1. Statement of Account or Bill (1 original copy) Requesting Office, ARTA
Supplier of Services
2. Invoice or Official Receipts (1 original copy) Requesting Office, ARTA
3. Certification from Director General that all National Direct Dial, Office of Director General, ARTA
National Operator Assisted Calls and International Operator
Assisted Calls are Official Calls (1 original copy)
Utility Expenses
1. Statement of Account or Bill (1 original copy) Requesting Office, ARTA
2. Invoice or Official Receipts (1 original copy) Requesting Office, ARTA
Extraordinary and Miscellaneous Expenses
1. Official Receipt or other documents evidencing disbursement Requesting Office, ARTA
(1 original copy)
2. Certification executed by the official concerned (1 original copy) Official concerned with, ARTA
3. Authority to Reimburse if the payee is not the official Official concerned with, ARTA
concerned (1 original copy)
Training and Seminar Expenses
1. Authority to Attend training/seminar indicating the cost of Requesting Office, ARTA
registration or Travel Authority (1 original copy)
2. Invitation (1 original copy) Requesting Office, ARTA
Event Organizer
3. Certificate of Attendance (1 original copy) Requesting Office, ARTA
Event Organizer
4. Official Receipts (1 original copy) Requesting Office, ARTA
Supplier of Service
Advertising Expenses
1. Request for certificate of Availability of Funds (1 original copy) Requesting Office
209
2. Memo Request to FAO Director (1 original copy) Director, FAO
3. Contract (1 original copy) Supplier of Services and Agency
4. Abstract of Canvass (1 original copy) Procurement Officer, General Services Division,
ARTA
5. Quotation of at least 3 suppliers (1 original copy of each Procurement Officer, General Services Division,
quotation) ARTA
6. Approved DO No. 46 (1 original copy) Procurement Officer, General Services Division,
ARTA
7. Purchase Request with proof of transmittal to GSD (1 original Requesting Office,
copy) Procurement Officer, General Services Division,
ARTA
8. Billing Statement (1 original copy) Requesting Office, ARTA
Supplier of Service
9. Copy of print ads, CD in case of TV/Radio ads (1 original copy) Requesting office, ARTA
10. Signed RCAF and all attachments (1 original copy) Requesting Office,
ARTA
Printing Services
2. Delivery Receipt (1 original copy) Requesting Office, ARTA
3. Inspection and Acceptance Report (1 original copy) Requesting Office, ARTA
4. Sample Pictures (1 original copy) Requesting Office, ARTA
5. Approved WO and all other attachments (1 original copy) Requesting Office, ARTA
ARTA
6. WO must be accepted by the winning bidder (1 original copy) Requesting office, ARTA
Room Accommodation, food and venue for seminars and
trainings
210
2. Guest Folio (1 original copy) Requesting Office, ARTA
3. Program of Activities (1 original copy) Requesting Office, ARTA
4. Attendance Sheet (1 original copy) Requesting Office, ARTA
5. Post Activity Report/output (1 original copy) Requesting Office, ARTA
6. Invitation and Acceptance of Resource person (1 original copy) Requesting Office, ARTA
7. Travel Order (If applicable) (1 original copy) Requesting Office, ARTA
8. Signed Contract (1 original copy) Supplier or Services and Agency
9. Certification that actual hotel expense is necessary for the Office of Director General, ARTA
conduct of the activity (1 original copy)
10. Signed RCAF and all the attachments (1 original copy) Requesting Office, ARTA
ARTA
Payment of Honorarium of Resource Speaker
1. DV Routing Slip (1 original copy) Requesting Office and other concerned
2. Purchase Request with proof of transmittal to Procurement Procurement Officer, General Services Division,
Division (1 original copy) ARTA
3. Invitation duly accepted by the speaker (1 original copy) Requesting Office, ARTA
4. Curriculum Vitae (1 original copy) Resource Speaker
5. Program of Activities (1 original copy) Requesting Office, ARTA
6. Authority to conduct the activity (1 original copy) Office of Director General, ARTA
7. Criteria in Determining the rate of honorarium per DBM Budget Requesting Office, ARTA
Circular No. 2007-1 (1 original copy) Budget Officer, FAO
Repairs and Maintenance
211
2.Inspection and Acceptance Report (1 original copy) Procurement Officer, General Services Division,
ARTA
3. Post repair inspection report (1 original copy) Requesting Office, ARTA
4. Repair History Report (1 original copy) Requesting Office, ARTA
5. Report of Waste Material (1 original copy) Requesting Office, ARTA
6. Approved Work Order and all documents (1 original copy) Requesting Office, ARTA
ARTA
7. WO must be accepted by winning bidder (1 original copy) Requesting Office, ARTA
Rent/Lease of Motor Vehicle
2. Itinerary of Travel and or Trip Tickets (1 original copy) Requesting Office, ARTA
3. Travel Order (if applicable) (1 original copy) Office of Director General, ARTA
4. List of Passengers (1 original copy) Requesting Office, ARTA
5. Certificate of Satisfactory Rendered (1 original copy) Requesting Office, ARTA
6. Signed Contract (1 original copy) Supplier of Services and Agency
ARTA
Rent/Lease of Equipment (Operating Lease)
2. Certificate of Satisfactory Rendered for onetime payment (1 Requesting Office, ARTA
original copy) Supplier of Services
3. Signed Contract (1 original copy) Supplier of Services and Agency
ARTA
212
5. BIR Registration (1 photocopy ) Supplier of Services
6.Bank Details (for new supplier) (1 photocopy ) Supplier of Services

1. Submit complete 1.1 Receive complete None 15 Minutes Accountant, FAO
requirements to Finance requirements from Program
Division Officer
1.2 Check the claim & None 45 Minutes Accountant, FAO

attachment for validity,
accuracy and completeness
1.3 Preparation of None 2 hours Accountant, FAO
Disbursement Voucher – if
complete. Return to end
user if not.
1.4 Forward DV to Budget Unit None 2 hours Accountant, FAO
for Obligation Request and
Status
Budget Officer,
FAO
1.5 Forward to respective None 1 Day, 6 Hours Accountant, FAO
signatories: Director, FAO
Box A – Director, FAO Chief Accountant,
Box C – Chief Accountant, FAO
FAO Deputy Director
Box D – DDG, FAO General, FAO
213
1.6 Forward documents to None 1 hour Cashier, General
Cashier Services Division
1.7 Prepare LDDAP-ADA and None 2 Hours Cashier, General

ACIC Services Division
1.8 Forward to respective None 1 Day, 6 Hours Cashier, GSD

signatories: Director, FAO
Chief Accountant,
LDDAP-ADA – FAO Director,
FAO
DDG, Chief Accountant
ACIC – Chief Accountant, Deputy Director
DDG, FAO General, FAO
1.9 Forward to Landbank of the None 2 hours Cashier, GSD

Philippines for processing ARTA
Account Officer
Landbank of the
Philippines
1.10 Credited to bank account of None 2 Days Account Officer
claimant Landbank of the
Philippines
6 days, 6
TOTAL: None
hours
214
General Services Division
Internal Services
215
1. Cash Advance from Petty Cash Fund
The Petty Cash Fund can be availed by ARTA employees and staff as cash advance for emergency purchase of
supplies and materials, meals for meetings, transportation expenses incurred in attending official meetings, courier
services and transportation of messengers to deliver documents within Metro Manila.
Office/Division: Finance and Admin Office – General Services Division

Type of Transaction: G2G - Government to Government
Who may avail: All Staff of the Anti-Red Tape Authority
Cash Advance for Purchase of Meals for Meetings/Representation
1. Purchase Request 1 day before the event (1 Original and 1 Administrative Officer I (Supply Officer), GSD, FAO
Photocopy)
2. Notice of Meeting (1 original copy) Requesting Office / Program Officer
3. Minutes of Meeting - 1 day after (1 original copy) Requesting Office / Program Officer
4. Duly accomplished attendance sheet - 1 day Requesting Office / Program Officer
after (1 Original Copy)
5. Official receipt under ARTA - 1 day after (1 original and 1 Supplier (original copy of OR)
photocopy)
Cash Advance of Transportation during Meetings
1. Notice of Meeting (1 original Copy) Requesting Office / Program Officer
2. Certificate of Appearance 1 day after (1 original Copy) Agency where meeting was held
3. OR from Taxi (1 original copy and 1 photocopy) or TNVS Service provider, requesting Program Officer
(must be under the name of the staff who made the cash
advance) 1 day after
4. Certificate of no available official vehicle issued by GSD FAO
Admin (1 original copy)
216
5. Justification for the use of taxi or TNVS (1 original Copy) Requesting ARTA staff, immediate supervisor
6. Authority to attend the meeting (1 original Copy) Division chief of requesting officer
Cash Advance for Transportation Expenses of Messenger
1. Official business slip (1 original Copy) GSD Division Chief, Messenger
2.Proof of delivery (1 photocopy) Requesting Office / Program Officer
Cash Advance for Emergency Purchase of Supplies and Materials
1. Purchase request - 1 day before (1 original and 1 Administrative Officer I (Supply Officer), GSD, FAO
photocopy)
2. Official receipt under ARTA (1 original and 1 photocopy) Supplier, Requesting Office / Program Officer
3. Photo/s of supplies/materials bought (1 Original) Administrative Officer I (Supply Officer)/ Requesting
Program Officer
4. Accomplished Inspection and Acceptance Report Administrative Officer I (Supply Officer), GSD, FAO
(1 original)
5. Certificate of Emergency Purchase (1 original Copy) Administrative Officer I (Supply Officer), GSD, FAO
6. Justification in case purchase was made on a non-working Administrative Officer I (Supply Officer)/ Program
day (weekends or holidays) (1 original Copy) Officer, GSD, FAO
Cash Advance for Gasoline of Official Vehicle and Toll Fees
1. Travel Order (Driver) (1 Photocopy) Office of the DDG for FAO, Records Officer
1. Submit approved Purchase 1.1 Validate/review submitted None 30 minutes ARTA Staff,
Request (PR) to documents. Procurement Officer,
Procurement Admin Officer 1.2 If the PR is properly GSD, FAO OIC,
or BAC Secretariat at accomplished and the
Finance and Administrative documents are complete,
Office – General Services input item details in the
Division (FAO-GSD) Registry of PRs and assign
together with the required PR number; otherwise
documents. (2 copies – 1 return the PR to the End –
original, 1 photocopy) user for compliance
217
(for procurement of
emergency supplies,
meals,
2. Proceed to petty cash 2.1 Petty cash custodian to None 1 hour Administrative
custodian at FAO-GSD for prepare petty cash voucher Officer V - GSD/
request of cash advance and have requesting ARTA ARTA Staff
and sign box A staff to sign
3. Receive requested CA to 3.1 Petty cash custodian to None 1 hour Administrative

Petty Cash Custodian at grant CA to requesting Officer V - GSD
FAO-GSD and sign box B of ARTA staff
the Petty Cash Voucher
4. Submit signed Petty Cash 4.1 Petty cash custodian to None 2 days Administrative
Voucher to Petty Cash follow up ARTA staff to Officer V - GSD
Custodian. Submit complete documents for
necessary documents for liquidation of cash
Liquidation of CA 2 days advance granted.
after CA was granted.
5. Sign box D of Petty Cash 5.1 Retrieve petty cash None 10 mins Administrative
Voucher at FAO-GSD voucher for particular cash Officer V – GSD
advance granted and receive
refund or pay reimbursement
as per OR submitted
2 Days, 2 hours
TOTAL: None  
40 Minutes
2. Reimbursement of Expenses from Petty Cash Fund

The Petty Cash Fund can be availed by ARTA employees and staff for reimbursement of emergency purchase of
supplies and materials, meals for meetings, transportation expenses incurred in attending official meetings, courier
services and transportation of messengers to deliver documents within Metro Manila.
218
Office/Division: Finance and Admin Office - General Services Division
Who may avail: All Staff of the Anti-Red Tape Authority
Reimbursement for Purchase of Meals for Meetings/Representation
1. Purchase Request 1 day before the event (1 original & 1 Administrative Officer I (Supply Officer), General
photocopy) Services Division, Finance and Administration Office
(GSD, FAO)
2. Notice of Meeting (1 Original) Requesting Office / Program Officer
3. Minutes of Meeting (1 Original) Requesting Office / Program Officer
4. Duly accomplished attendance sheet (1 Original Copy) Requesting Office / Program Officer
5. Official receipt under ARTA (1 original and 1 photocopy) Supplier (original copy of OR)
Reimbursement of Transportation during Meetings
1. Notice of Meeting (1 original Copy) Requesting Office / Program Officer
2. OB Locator Slip (1 original Copy) Requesting Office / Program Officer
3. Certificate of Appearance (1 original Copy) Agency where meeting was held
4. OR from Taxi (1 original copy and 1 photocopy) or TNVS Service provider, requesting Program Officer
(must be under the name of the staff who made the cash
advance)
5. Certificate of no available official vehicle issued by Admin (1 GSD FAO
original Copy)
6. Justification for the use of taxi or TNVS (1 original Copy) Requesting ARTA staff, immediate supervisor
7. Authority to attend the meeting (1 original Copy) Division chief of requesting officer
Reimbursement for Transportation Expenses of Messenger
1. Certificate of Expenses Not Requiring Receipts (CENRR) GSD, FAO, Requesting Messenger
and RER (1 original Copy)
219
2. Photo copy of Document delivery log sheet (if available) – (1 Messenger
Photocopy )
3. Photocopy of receiving copy of document delivered – (1 Messenger
Photocopy)
4. Official business slip (1 original Copy) GSD Division Chief, Messenger
Reimbursement for Emergency Purchase of Supplies and Materials
1. Purchase request 1 day before (1 original and 1 photocopy) Administrative Officer I (Supply Officer), GSD,FAO
2. Official receipt under ARTA (1 original and 1 photocopy) Supplier, Requesting Office / Program Officer
3. Photo/s of supplies/materials bought (1 Original) Administrative Officer I (Supply Officer), /
Requesting Program Officer
4. Accomplished Inspection and Acceptance Report (1 original Administrative Officer I (Supply Officer),, GSD, FAO
copy)
5. Certificate of Emergency Purchase (1 original Copy) Administrative Officer I (Supply Officer),, GSD-FAO
6. Justification in case purchase was made on a non-working Administrative Officer I (Supply Officer), / Program
day (weekends or holidays) (1 original Copy) Officer, GSD, FAO
Reimbursement of Gasoline of Official Vehicle and Toll Fees
1. Duly accomplished trip ticket (1 photocopy) Authorized ARTA Driver
2. Official receipt under ARTA (1 original Copy) Service Provider
3. Travel Order (Driver) (1 Photocopy) Office of the DDG for FAO, Records Officer
4. Official receipt of toll fees (1 original and 1 photocopy) Service Provider / Authorized ARTA Driver
1. Proceed to petty cash fund 1.1 Petty Cash Custodian to None 1 day Administrative
custodian and submit check the completeness of Officer V - GSD/
required documents (see submitted documents Messenger,
checklist) for reimbursement required for reimbursement Arta Staff
of expenses. of expenses.
220
2. Sign box A and D of the 2.2 Petty cash custodian to None 2 hours Administrative
petty cash voucher and prepare petty cash voucher Officer V - GSD/
receive payment of and pay reimbursement Messenger,
reimbursement at FAO-GSD claims Arta Staff
1 day and 2
TOTAL: None  
Hours
3. Purchase Request for Goods (Items, Supplies, and Materials) through public bidding
Procurement Request of Goods - Items, Supplies and Materials received by the Procurement Officer of Anti-Red
Tape Authority from its Employee. All Procurement shall be done through competitive bidding except as provided in
R.A. 9184. Resort to alternative methods shall be made only if: 1) highly exceptional cases 2) To promote economy
and efficiency 3) Justified by conditions specified in R.A. 9184 and its IRR.
Office/Division: Finance and Administration Office (FAO) – General Service Division

Who may avail: Employees of the Anti-Red Tape Authority
1. Accomplished Purchased Request (1 original, 1 General Service Division
photocopy) Finance and Administration Office (FAO - GSD)
2. Technical Specifications (1 original 1 photocopy) Requesting Party, ARTA Staff
indicating the following, such as but not limited to:
• Quantity
• Material (if applicable)
• Color (if applicable)
• Dimensions (if applicable)
• Estimated cost
• Estimated delivery date
221
• Sample picture, layout or swatch of item
to be procured
• Purpose
3. Approved Clearance from ARTA ICT Unit with ICT Officer - Finance and Administration Office – ICT Unit
Complete Specification, Estimated Amount/Cost and
Quantity (1 original, 1 photocopy).
FEES TO PERSON
CLIENT STEPS AGENCY ACTION PROCESSING TIME
BE PAID RESPONSIBLE
1. Submit 1.1 Validate/review None 1 hour
approved Purchase submitted documents
Procurement/ Admin
Request
Officer
(PR) to Procurement/
BAC Secretariat, FAO –
Admin Officer or BAC
GSD Office
Secretariat together with
the required documents.
1.2 If the PR is properly None 30 minutes
accomplished and the
documents are
complete, input item Procurement/ Admin
details in the Registry Officer
of PRs and assign PR BAC Secretariat, FAO –
number; otherwise GSD Office
return the PR to the
End – User for
compliance
1.3 Approve the None 1 hour Procurement/ Admin
Accomplished Officer
Purchase Request BAC Secretariat GSD
(PR) Division Chief, FAO –
GSD Office
222
1.4 Prepare the bidding None 1 day BAC Secretariat, FAO –
documents. GSD Office
1.5 Set schedules for the None 118 calendar days based Procurement/ Admin
procurement activities. on Annex “C” of the 2016 Officer
(from Pre-procurement IRR of RA 9184 BAC Secretariat GSD
Conference Division Chief, FAO –
to approval of Notice of GSD Office
Award (NOA)
1.6 Issue NOA to winning None 1 calendar day Procurement/ Admin
bidder Officer
BAC Secretariat, FAO –
GSD Office
1.7 Prepare Purchase None 10 calendar days (based Procurement/ Admin
Order (PO) for goods on Annex “C” of the 2016 Officer
or Work Order (WO) IRR of RA 9184) BAC Secretariat, FAO –
for services like GSD Office
printing, as the case
may be, and signing
1.8 Forward PO or WO to None 20 calendar days (based Procurement/ Admin
DG for approval on Annex “C” of the 2016 Officer
IRR of RA 9184) BAC Secretariat, FAO –
GSD Office
1.9 Forward signed WO None 2 days Procurement/ Admin
and PO to Budget and Officer
Finance and GSD BAC Secretariat, FAO –
GSD Office
1.10 Prepare Obligation None 1 day ARTA
Request (OBR) Budget Officer,
FAO - Budget and
Finance Office and Admin
223
Officer – FAO
- GSD Office
1.11 Issuance of PO or None 1 day BAC Secretariat, FAO –

WO and Notice to GSD Office
Proceed (NTP)
54 Days, 2 Hours, 30
TOTAL: None  
Minutes
*Service is covered under RA 9184
4. Purchase Request for Goods (Items, Supplies, and Materials) through Shopping
Procurement Request of Goods - Items, Supplies and Materials received by the Procurement Officer of Anti-Red
Tape Authority from its Employee. All Procurement shall be done through competitive bidding except as provided in
R.A. 9184. Resort to alternative methods shall be made only if: 1) highly exceptional cases 2) To promote economy
and efficiency 3) Justified by conditions specified in R.A. 9184 and its IRR
Office/Division: Finance and Administration Office (FAO) – General Service Division

1. Accomplished Purchase Request (1 original, 1 Photocopy) 1. General Service Division (GSD)
2. Copy of APP or Supplemental APP if item is not included in a. General Service Division
the original APP. – (1 photocopy)
3. Memo request signed by the Head of Office (1 original) b. Requesting Office
4. Approved Clearance/Recommendation from ARTA ICT Unit c. ICT Unit
(for ICT equipment) (1 original, 1 Photocopy)
5. List of complete item specifications (for item, supplies, d. Requesting Office
materials) (1 Original)
224
• Quantity
• Material (if applicable)
• Color (if applicable)
• Size (if applicable)
• Estimated cost
• Estimated delivery date
• Sample picture or layout of item to procure
• Purpose
1. Submit signed and 1.1 Validate/review submitted None 1 hour BAC
approved Purchase documents Secretariat, FAO –
Request (PR) and required GSD Office
attachments to Procurement
Officer at the General
Service Division (GSD)
1.2 Prepare Request for None 2 hours BAC Secretariat
Quotation and secure Member and Head
signature from Head Secretariat, FAO –
Secretariat GSD Office
1.3 Post the Request for None three (3) BAC
Quotation to PhilGEPS and calendar days Secretariat, FAO –
ARTA websites, and to GSD Office
conspicuous place of
ARTA.
1.4 Evaluate and Rank Bid/s None 1 working day BAC
Secretariat, FAO –
GSD Office
1.5 Prepare documents for None 3 hours BAC
award (Abstract of Canvass, Secretariat, FAO –
GSD Office
225
Purchase Order and BAC
Resolution)
1.6 Sign the documents for None 2 working days BAC, Office of the
award Designated BAC and
Head of Procuring
Entity (HoPE), ODG
1.7 Inform the winning bidder None 20 minutes BAC
Secretariat, FAO –
GSD Office
1.8 Winning Bidder to deliver None Minimum of 26
purchased item/supplies calendar days Administrative
per “Annex C” of Officer I
RA9184 – 2016 FAO – GSD Office
IRR
2. Send the Statement of 2.1 Receive the SOA/SI/ Billing None 1 day BAC Secretariat,
Account (SOA)/ Sales and submit the same FAO – GSD Office
Invoice (SI)/ Billing to BAC together with the
Secretariat, FAO – GSD procurement documents to
Office Budget Officer, for
processing of payment.
27 days 6
TOTAL: hours and 20  
minutes
*Processing time is not included in the total. Please refer to Receiving of Inventory Items for the delivery process.
Service is covered under RA 9184 and PD 2017-0318
5. General Services for Building and Maintenance Request (Simple Repairs)

General Services for Building and Maintenance Request includes repairs and preventive maintenance to office
facilities, plumbing, electrical, architectural, painting, roofing, heating, and air conditioning.
226
Office/Division: Finance and Administrative Office – General Service Division (FAO-GSD)
Who may avail: Employee of the Anti-Red Tape Authority
1. Accomplished Building Repair and Maintenance General Services Division (GSD)
Request (BMR) Form (1 Original, 1 Photocopy)
2. Repair Certification Form (RCF) (1 Original, 1 Photocopy) General Services Division (GSD)
1. Submit two (2) copies of the 1.1 Review and validate None 15 Minutes Admin Officer
Accomplished BMR Form to submitted BMR Form GSD Division
Admin Officer (AO) Chief, FAO – GSD
Office
1.2 Verify the magnitude of the None 1 Hour Admin Officer, FAO
repairs or services to be – GSD Office
done.
1.3 If simple case/s, ask None 1 Day Admin Officer
outsourced personnel to Outsourced
proceed with the repair. Personnel
GSD Division
Chief, FAO – GSD
Office
1.4 Conduct actual None Admin Officer

repair/maintenance work 1 Day Outsourced
Personnel
227
GSD Division
Chief, FAO – GSD
Office
1.5 Issue Repair Certification None 1 Day Admin Officer
Form to requesting GSD Division Chief,
office/unit FAO – GSD Office
3 days 1 hour
TOTAL: None  
and 15 minutes
6. General Services for Building and Maintenance Request (Complex Request/ Requiring
AMP)
General Services for Building and Maintenance Request includes repairs and preventive maintenance to office
facilities, plumbing, electrical, architectural, painting, roofing, heating, and air conditioning.

Who may avail: Employee of the Anti-Red Tape Authority
1. Accomplished Building Repair and Maintenance Request General Services Division (GSD)
(BMR) Form (1 Original, 1 Photocopy)
2. Repair Certification Form (1 Original, 1 Photocopy) General Services Division (GSD)
1. Submit two (2) copies of the 1.1 Review and validate None 15 Minutes Admin Officer
Accomplished BMR Form to submitted BMR Form GSD Division Chief,
Admin Officer (AO) FAO – GSD Office
228
1.2 Verify the magnitude of the None 1 Hour Admin Officer, FAO
repairs or services to be – GSD Office
done.
1.3 If complex case/s, refer to None 7 days BAC Secretariat,
process flow under AMP on FAO – GSD Office
purchase and/ or engaging
highly technical
consultants.
1.4 Conduct actual None Winning bidder/
repair/maintenance work 1 Day Highly Technical
Consultant
1.5 Issue Repair Certification None 1 Day Admin Officer
Form to requesting GSD Division Chief,
office/unit FAO – GSD Office
9 days 1 hour
TOTAL: None  
and 15 minutes
7. Documentation and Assigning of Serial Number for Office Orders, Memorandum Circulars,
and Other Official Issuances
In compliance to Republic Act No. 9470, the General Service Division is tasked to maintain a sound system of
documentation, preservation, dissemination, and disposition of Anti-Red Tape Authority Department Orders,
Administrative Orders, Memorandum Circulars, Advisories, and other official issuances.
Office/Division: Finance and Administrative Office - General Service Division (FAO-GSD)

Who may avail: ARTA Employees and Other Government Agencies
229
1. Originally signed Office Orders, Administrative Orders, To be provided by requesting/issuing office
Memorandum Circulars, Advisories and other official
issuances to be assigned with serial number and subject for
documentation (3 Original)
1. Requesting office shall 1.1 Receive the documents None 10 Minutes Records Officer
submit the originally signed from the requesting office. FAO – GSD Office
issuance/s to the General
Service Division- Records
Unit for documentation and
assignment of serial
number/reference number.
1.2 Assign a unique serial None 30 Minutes Records Officer
number and upload an FAO – GSD Office
electronic to the assigned
Office 365-Share Point
folder.
1.3 Safekeep the originally None 20 Minutes Records Officer

signed document with the FAO – GSD Office
assigned serial in the
Records Room.
1.4 Prepare three (3) certified None 30 Minutes Records Officer
true copies to be provided FAO – GSD Office
to the requesting office.
1.5 If required, disseminate the None 20 Minutes Records Officer

issuances to the ARTA FAO – GSD Office
Employees and/or to other
government offices.
230
1.6 If required, provide the None 1 Day Records
electronic copy of the Officer, FAO – GSD
document to the ARTA-IT Office
Officers for posting to IT Officer,
website and other FAO – IT Office
platforms.
2. The requesting office will 2.1 Submit the three (3) None 20 Minutes Records Officer
claim the three (3) certified certified true copies to the FAO – GSD Office
true copies from General requesting office.
Service Division- Records
Unit
1 Day, 2 Hours,
TOTAL: None  
10 Minutes
8. Receiving of Incoming Documents

This covers the receipts of incoming documents from external clients prior to the existence of general community
quarantine due to COVID-19 the start of series for incoming documents that received will be 2020-06-000.

Who may avail: ARTA Employees, Other Government Agencies and Public
None None
231
1. Send the documents to 1.1. Check appropriate details None 30 Minutes Records Officer
ARTA Office through like name of the sender and and/or Receptionist
personal delivery or mail/ name of the recipient. FAO – GSD Office
courier.
1.2. Stamp received the None 15 Minutes
duplicate copy and return to Records Officer/
the customer, if personally Receptionist
delivered. If documents. FAO – GSD Office
are received from post
office or courier, affix the
signature in the delivery
receipt.
1.3. Proceed to None 40 Minutes Records Officer
recording/barcoding the FAO – GSD Office
document.
1.4. Encode details in the None 40 Minutes Records Officer
Microsoft SharePoint – FAO – GSD Office
Receiving Documents
Master list.
1.5. Assign reference number. None 20 Minutes Records Officer
FAO – GSD Office
1.6 Route the physical None 1 hour Records Officer/

documents to the Messenger,
concerned recipients. FAO – GSD Office
3 Hours, 25
TOTAL: None  
Minutes
232
9. Request for Certified True Copy of Department Orders, Administrative Orders, and Other
ARTA Issuances
In compliance to Republic Act No. 9470, the General Service Division is tasked to maintain a sound system of
documentation, preservation, dissemination, and disposition of Anti-Red Tape Authority Department Orders,
Administrative Orders, Memorandum Circulars, Advisories, and other official issuances.
Office/Division: Finance and Administrative Office - General Service Division (FAO-GSD)

Type of Transaction: G2G
Who may avail: ARTA Employees and Other Government Agencies
1. Letter Addressed to Finance and Administrative Office From requesting party
Director with Attention to FAO-GSD Chief indicating the
issuance/s being requested and purpose (1 Original, 1
Photocopy)
2. Properly accomplished Certified True Copies (CTC) Request Administrative Officer III (Records Officer) – General
Form, if from ARTA Offices/ personnel (1 original copy) Services Division – Finance and Administrative
Office
1. Requesting party shall 1.1. Receive the letter None 15 Minutes Administrative
submit the letter addressed addressed to FAO-Director Officer III - Records
to FAO-Director with with attention to FAO-GSD Officer
attention to FAO-GSD Chief Chief or properly FAO – GSD Office
or the properly accomplished CTC Request
accomplished CTC Request Form.
Form to Records Officer,
FAO – GSD Office
233
1.2. If request from other None 1 day Administrative
government agencies, Officer III - Records
forward the Officer
memorandum/letter to FAO- FAO – GSD Office
Director and FAO-GSD
Chief for approval.
1.3. Retrieve the record and None 1 Hour Administrative

reproduce required Officer III - Records
copy/ies of requested Officer
issuance/s. FAO – GSD Office
1.4. Stamp “Certified True None 30 Minutes Administrative
Copy”, sign and indicate Officer III - Records
the date on all pages of the Officer
issuance/s. FAO – GSD Office
2. The requesting party shall 2.1 Present the receiving log- None 15 Minutes Administrative
sign in the receiving logbook to the requesting party Officer III - Records
book and will claim the for signature and release Officer
requested CTCs of the requested CTCs of FAO – GSD Office
issuance/s being issuance/s.
requested.
1 day, 2 hours
TOTAL: None  
and 15 Minutes
10. Receiving of Inventory Items

This process is pursuant to Section 15, Chapter 8 of the Government Accounting Manual for National Government
that covers from the receipt of inventory items from the supplier through submission of required documents to the
Accounting Division for the processing of payment.
Office/Division: Finance and Administrative Office - General Services Division (FAO – GSD)
234
Type of Transaction: G2G – Government to Government and G2B
Who may avail: DBM - Procurement Service and Business Entities (Suppliers)
1. Purchase Order / Job Order/ Contract/ Agency Procurement BAC Secretariat / End-user/ Supply Officer –
Request (APR), whichever is applicable (1 Original) General Services Division – Finance and
Administrative Office
2. Delivery Receipt (DR), Sales Invoice (SI) (1 Original) Supplier
3. Notice of Delivery Form (1 Original) Supply Officer – General Services Division – Finance
and Administrative Office
1. Deliver purchased supplies 1.1 Forward the DR, PO/JO, SI None 15 Minutes Supplier, BAC
or equipment as per (for complete delivery) to Secretariat Assigned/
Contract, Job Order or Supply Officer for End-User
Purchase Order preparation of Inspection FAO – GSD Office
(PO) to Supply Officer/ and Acceptance Report.
Storekeeper of FAO – GSD
Office
1.2 Check the quantity, None 45 Minutes Supply
condition and compliance to Officer/ Storekeeper
specifications of the items FAO – GSD Office
delivered, as indicated in the
PO/ JO/ Contract/ APR and
DR. If items are complete as
specified in the DR, sign the
“Received” portion of the
DR.
1.3 Transmit the Notice of None 30 Minutes Supply Officer
Delivery to COA Auditor FAO – GSD Office
235
1.4 Identify delivered items/ None 20 Minutes Supply Officer
equipment if: FAO – GSD Office
• Semi-Expendable
(items below PhP15,000.00)
• Capital Outlay or
Supplies/ Consumables.
1.5 Record the receives None 1 Hour Supply Officer
items/equipment in Property FAO – GSD Office
Inventory/Stock Card.
1.6 Prepare the IAR and print in None 30 Minutes Supply Officer
three (3) copies. FAO – GSD Office
1.7 Forward the IAR, DR, and None 30 Minutes Supply Officer
Purchase/Job Order/ FAO – GSD Office
Contract/ APR to the
assigned ARTA
Management Inspection
Team (AMIT).
1.8 Inspect and verify items as None 1 Hour Assigned AMIT
to quantity and conformity to FAO – GSD Office
specifications based on the
DR and approved
Purchase/Job Order/
Contract/ APR:
1.8.a If delivery is in None 15 Minutes Assigned AMIT
order, indicate the date of FAO – GSD Office
inspection, check the
appropriate box and sign the
“Inspection” column of the
IAR.
236
1.8.b If delivery is not in None 15 Minutes Assigned AMIT
conformity to the FAO – GSD Office
specifications or
incomplete, indicate in the
IAR that the specifications
are not in conformity with
the Purchase/Job Order/
Contract/ APR and return
the documents to Supply
Officer.
1.8.c Require the supplier to None 30 Minutes Supply
comply with the agreed Officer/ Storekeeper
specifications and/or terms FAO – GSD Office
of the PO/ JO/ Contract/
APR, if delivery not in
conformity to the
specifications or
incomplete.
1.9 Sign the “Acceptance” None 10 Minutes Supply
column of the IAR to Officer/ Storekeeper
acknowledge receipt of FAO – GSD Office
items delivered. Indicate
whether the delivery is
complete or partial.
1.10 Attach Copy 1 of the IAR to None 15 Minutes Supply
the Disbursement Voucher Officer/ Storekeeper
(DV), file Copy 2 and FAO – GSD Office
furnish the AMIT of the
Copy 3.
1.11 Prepare the Request and None 30 Minutes Supply Officer
Issuance Slip (RIS) in FAO – GSD Office
237
three (3) copies for items
below PhP15,000.00.
1.12 For capital outlay None 1 Hour Supply

equipment (PhP15,000.00 Officer/ Storekeeper
and above) prepare the FAO – GSD Office
PAR and ICS for semi-
expendable items (below
PhP15,000.00), in three
(3) copies and sign the
“Issued by” portion of the
PAR/ ICS.
1.13 Prepare the property tag/ None 30 Minutes Supply Officer
sticker for all the FAO – GSD Office
equipment, regardless of
the cost of equipment
1.14 Forward the PAR/ICS and None 15 Minutes Supply Officer, FAO
RIS to accountable person – GSD Office
for signature. and End-User
1.15 Attach Copy 1 of PAR/ICS None 15 Minutes Supply
on the DV, file the Copy 2 Officer/ Storekeeper
and provide Copy 3 to the FAO – GSD Office
End-User.
1.16 File Copy 1 of the RIS, None 15 Minutes Supply
forward the Copy to 2 to Officer/ Storekeeper
the End-user and attach FAO – GSD Office
Copy 3 on the monthly
submission of RSMI.
1.17 Submit copies of the IAR, None 30 Minutes Supply
PAR/ICS, DR, PO/JO and Officer/ Storekeeper
PR to BAC Secretariat FAO – GSD Office
assigned/End-User for
238
transmittal to Accounting
Division for processing of
the DV.
1 day, 1 hour
TOTAL: None  
and 30 minutes
11. Request and Issuance of Inventory Items

This process is pursuant to Section 16, Chapter 8 of the Government Accounting Manual that covers from the
receipt of Requisition and Issue Slip through releasing of requested inventory items.
Office/Division: Finance and Administrative Office - General Services Division

Type of Transaction: G2G
Who may avail: Employee (assigned AO per Division/Unit) of the Anti-Red Tape Authority
1. Requisition and Issue Slip (RIS) signed by the Supply Officer – General Services Division – Finance
Director/Division Chief – (1 Original, 2 photocopies) and Administrative Office
1. Submit the Requisition and 1.1. Review if the submitted
Issue Slip (RIS) in three RIS is properly
End-user /
(3) copies, originally accomplished and
Requisitioning Unit,
signed and approved by approved.
None 15 minutes Supply Officer/
the Director/Division
Storekeeper, FAO –
Chief to Supply Officer/
GSD Office
Storekeeper of FAO –
GSD Office
239
1.2. If properly
accomplished and with
complete
information, sign the
“Received” portion below Supply
the RIS form and indicate None 15 minutes Officer/ Storekeeper
the date and time it was FAO – GSD Office
received. If not, require the
requisitioning unit to
properly accomplish the
form
1.3. Check the availability of
Supply
the items being
None 20 minutes Officer/ Storekeeper
requested on the stock
FAO – GSD Office
card/ property inventor:
1.3.a If available/on Supply
stock, prepare the None 1 Hour Officer/ Storekeeper
requested items. FAO – GSD Office
1.3.b If not available/out of
stock, mark the item/s as
stock not available in the
RIS form.
Print the certificate of non- Supply

availability of stocks None 30 minutes Officer/ Storekeeper
(CNAS) from Procurement FAO – GSD Office
Service website and advise
the requisitioning unit to
prepare Purchase Request
and undergo procurement
process.
240
1.4 Identify the requested
items if:
• Semi-Expendable Supply
• Capital Outlay None 15 minutes Officer/ Storekeeper
(items PhP15,000.00 FAO – GSD Office
and above)
Supplies
1.5 Prepare the PAR for
capital outlay items and
ICS for semi-expandable Supply
items in three (3) copies. If None 1 Hour Officer/ Storekeeper
applicable, prepare the FAO – GSD Office
property sticker/s for
tagging of equipment.
1.6 Record the items for
release including its Supply
quantity, date of issuance Officer/ Storekeeper
None 45 minutes
and the requisitioning FAO – GSD Office
office in the Property
Inventory/ Stock Card.
1.7 Release the requested
Supply Officer/
items/equipment and sign
Storekeeper, FAO –
the “Issued by” portion of
GSD Office
the RIS by the Supply
Officer and “Received by” None 40 minutes
End-
portion by the
User/Requisitioning
requisitioning unit and
Unit
indicate the date and
time.
1.8 File Copy 1 of the RIS and Supply
provide the Copy 2 to the None 30 minutes Officer/ Storekeeper
FAO – GSD Office
241
End-User or Requisitioning
Unit.
If
available: 4 Hours,
TOTAL: None  
If not available: 1
Hour and 20
Minutes
242
Information and Communications Technology Unit
Internal Services
243
1. Request for ICT Technical Support
Technical Support request from ARTA employees for ICT Hardware and Software related issues
Office/Division: Information and Communications Technology (ICT) Unit

Office365 Account Information and Communications Technology (ICT) Unit
1. Filled-up and Submit Service Helpdesk

Request in Service 1.1 Queue Request None 10 Minutes Administrator (ICT
Helpdesk Unit)
None 15 Minutes
1.1.a Review Hardware Issues ICT
o Review Request Unit Officer (Hardware
▪ Computer Section)
▪ Printer ICT Unit
▪ Fax Machine
▪ Telephone
▪ Others
1.1.b Review Software Issues None 15 Minutes
o Review Request ICT
▪ Installation Unit Officer (Software
▪ Functionalities Section)
▪ Bugs / Error ICT Unit
▪ Others
244
None 30 Minutes IT Officer
1.2 Conducts troubleshooting ICT Unit
1.3 Perform appropriate action None 2 days, 7 hours IT Officer

and recommendation and 5 minutes ICT Unit
i.e - not repairable,

recommends replacement
TOTAL: None 3 days  
245
Human Resources Development Division (HRDD)
Internal Services
246
1. Request for Employee Records
(Certified True Copy of 201 Records, Certificate of Employment, Service Records, Leave Credits, and Certificate of
Performance Rating)
1. Request for Employee Records Form (1 original hardcopy or HRDD
softcopy) HRDD Sharepoint Folder (Downloadable Form)
1. Completely furnish the 1.1 HRMO accepts the properly None 1 Hour HRM Officer
Request for Employee filled-out Request for Human Resource Dev’t
Records and submit to Employee Records Division (HRDD)
HRDD
None 1.2 HRMO retrieves the None 1 Days HRM Officer
requested record(s) from Human Resource Dev’t
201/ 202 files or employee Division (HRDD)
data from HRIS
None 1.3 HRMO prints or None 1 Days HRM Officer
photocopies the original Human Resource Dev’t
record(s), stamps it with Division (HRDD)
CTC and official ARTA seal
None 1.4 HRMO certifies the None 4 Hours HRM Officer
authenticity by signing the Human Resource Dev’t
document Division (HRDD)
247
None 1.5 HRMO releases the None 2 Hours HRM Officer
document(s) Human Resource Dev’t
Division (HRDD)
2. Employee claims the 2.1 HRMO endorses the None 1 Hour HRM Officer
requested CTC records from receiving logbook for Human Resource Dev’t
HRDD. employee signature Division (HRDD)
TOTAL: None 3 days
2. Application for Leave

Aside from the Vacation, Sick, Maternity and Paternity Leave, Special Leave Privileges may be availed for three (3) days
or a combination of any leave for maximum of three days for every year. Special Privileges Leave are non-cumulative
and non-convertible to cash. Special Privilege Leave includes: Funeral/mourning leave, Hospitalization leave, Accident
leave, Relocation leave, Government transaction leave, Calamity leave, Graduation leave, Enrolment leave, Wedding
Anniversary leave, and Birthday leave
Office/Division: Finance and Administrative Office – Human Resources Development Division (HRDD)
1. Accomplished Leave Form (Civil Service Form No. 6) (2 Human Resources Development Division
Original / soft copy)
2. Medical Certificate for sick leave incurred for 5 days or more (1 Hospital / Clinic / Lying-in
Original / soft copy)
For Maternity leave application:
248
1. Medical Certificate issued by a government or private Hospital / Clinic / Lying-in
physician, as proof of pregnancy and estimated type of delivery
(Original / soft copy - 1 copy)
2. Accomplished Clearance Form (Civil Service Form No. 7) (2 Human Resources Development Division
Original)
3. Solo Parent I.D. for solo parents who want to avail the Department of Social Welfare and Development
additional maternity leave of 15 days (1 Original / soft copy) (DSWD) / Municipal Social Welfare and Development
(MSWD)
For Paternity leave application:
1. PSA marriage certificate (1 photocopy) Philippine Statistics Authority (PSA)
2. Birth certificate of newly born child (1 photocopy) Hospital / Clinic / Lying-in / Civil Registry / PSA
1. Fill out the leave form. 1.1 Provide the leave form None 1 Hour HRM Officer
Secure immediate Human Resource Dev’t
supervisor’s Division (HRDD)
recommendation.
*for vacation leave: filing

should be at least eight (8)
calendar days before actual
leave
*for emergency sick leave:

filing should be done the day
after
*for maternity leave: filing

should be at least thirty (30)
calendar days in advance
249
2. Submit the accomplished 2.1. Review completeness of None 1 Day HRM Officer
leave form including the documentary requirements Human Resource Dev’t
documentary requirements and certify leave balances Division (HRDD)
to the HRM Officer.
None 2.2. Endorse to initial first-level None 1 Hour HRM Officer
approver for approval Human Resource Dev’t
Division (HRDD)
None 2.3 First-level approver will None 4 Hours Division Chief

decide whether to or
recommend or not Supervising
recommend the leave Director FAO / LPAO /
IELO CMEO / BRO
None 2.4. Endorse to final second- None 4 Hours HRM Officer
level approver for approval Human Resource Dev’t
Division (HRDD)
None 2.5. Second-level approver will None 4 Hours Supervising
decide whether the Director FAO / LPAO /
recommendation is IELO CMEO / BRO
acceptable or not and sign or
the leave form Deputy Director
General
or
Director General
None 2.6. Retrieve the signed leave None 1 Hour HRM Officer
form Human Resource Dev’t
Division (HRDD)
250
3. Receive the copy of 3. Record the approved None 1 Hour HRM Officer
approved/ disapproved application Human Resource Dev’t
leave application from Division (HRDD)
HRDD.
TOTAL: None 3 Days
251
FEEDBACK AND COMPLAINTS MECHANISM
How to send feedback? Answer the feedback form in the office lobby and put it in the
feedback and complaints drop box
Administrative and Financial Services

Contact Info: 8-478-5099
How feedback is processed? The Administrative Officer verifies the nature of the queries and
feedback within one (1) working day. The same will be referred to
the concerned Office via e-mail. Upon receiving the reply from the
concerned Office, the citizen or client will be informed via e-mail or
phone call.
For follow-ups or queries, the contact information are as follows:

8-478-5099
info@arta.gov.ph
How to file complaint? To file a complaint against the Authority, provide the following
details via e-mail:
- Full name and contact information of the complainant
- Narrative of the complain
- Evidences
- Name of the person being complained
Send all complaints against the Authority to info@arta.gov.ph

8-478-5099
How complaints are processed? All complaints received against the Authority will be processed by
the Anti-Red Tape Unit (ARTU) of the Authority
The ARTU browses, evaluates, and determines the complaints

received on a daily basis. The ARTU shall coordinate with the
concerned Office to answer the complaint and shall investigate, if
252
necessary. After the concern has been addressed or after the
conduct of the investigation, the ARTU shall create an incident
report for the Director General, for appropriate action.
The ARTU shall give the feedback to the clients via email.

8-478-5099
Contact Information of ARTA, PCC, and CCB Anti-Red Tape Authority (ARTA):
complaints@arta.gov.ph
8-478-5093
Presidential Complaint Center (PCC):

pcc@malacanang.gov.ph
8888
Contact Center ng Bayan (CCB):

email@contactcenterngbayan.gov.ph
0908-881-6565
253
LIST OF OFFICES
Office Address Contact Information
Anti-Red Tape Authority (Main Office) 4th and 5th Floor NFA Building NFA Compound www.arta.gov.ph
Visayas Ave. Brgy Vasra, Diliman Quezon City info@arta.gov.ph
Anti-Red Tape Authority (Main Office) – 4th and 5th Floor NFA Building NFA Compound 8478-5091
Office of the Director General Visayas Ave. Brgy Vasra, Diliman Quezon City
Office of the Deputy Director General for Visayas Ave. Brgy Vasra, Diliman Quezon City
Administrative and Financial Services
Legal Services
Operations
Better Regulations Division (BRD) Visayas Ave. Brgy Vasra, Diliman Quezon City
Compliance Monitoring and Evaluation Office Visayas Ave. Brgy Vasra, Diliman Quezon City
(CMEO)
Doing Business Division (DB) Visayas Ave. Brgy Vasra, Diliman Quezon City
Investigation, Enforcement, and Litigation Visayas Ave. Brgy Vasra, Diliman Quezon City
Office (IELO)
254
Finance and Administrative Office (FAO) Visayas Ave. Brgy Vasra, Diliman Quezon City
Legal and Public Assistance Office (LPAO) Visayas Ave. Brgy Vasra, Diliman Quezon City
Public Relations Unit (PRU) Visayas Ave. Brgy Vasra, Diliman Quezon City
Regulatory Management and Training Visayas Ave. Brgy Vasra, Diliman Quezon City
Division (RMTD)
255
ANNEX A
256
257
258

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1st

ANTI-RED TAPE AUTHORITY

I enjoin all agencies to do the same.

SECRETARY JEREMIAH B. BELGICA

IV. Service Pledge:

Investigation Enforcement and Litigation Office (IELO) 166-170

1. Standard procedure for the disposition of complaints endorsed to ARTA-IELO

Finance and Administrative Office (FAO)

1. Request for ARTA Collaterals

Finance Division 200-213

TOTAL: None 2 Days

2. Submission of Comments on Proposed Major Regulations (Walk-In)

2.2. Submit the BRD Comment None 1 Day ARTA Receptionist

3. Request for Data related to Business Regulations (Online)

2.2. BRD to search for None 3 days Project

TOTAL: None 7 Days

4. Request for Data related to Business Regulations (Walk-In)

2.2. Submit the BRD Data None 15 Minutes ARTA Receptionist

TOTAL: None 7 Days

Office/Division: Doing Business Division

1.2. Send DB Data Request None 10 Minutes Project

If disapproved, notify the Doing Business

3.2. Process the requested None 1 Day Project

Office/Division: Regulatory Management Training Division (RMTD)

Type of Transaction: G2G – Government to Government

Who may avail: Agencies covered under RA 11032

3. Online Client Satisfaction Form (1 Entry per participant) RMTD

FEES TO BE PROCESSING PERSON

1. Submit one (1) electronic 1.1. Provide None 1 Day Project

PHASE 1: PRE-TRAINING PROCESSING TIME 3 DAYS

PHASE 2: TRAINING PROPER

4.2. Review the submitted None 5 Days Project

TOTAL: None 10 Days

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Division A, B, C. and D

TOTAL: None 3 days

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions A, B, C and D

TOTAL: None 7 days

3. Request for Information – Response via Official Letter (Compliance-Related)

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions A, B, C and D

TOTAL: None 13 days

4. Request for Information – Response with Legal Opinion (Compliance-Related)

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions A, B, C and D

TOTAL: None 20 days

5. Request for Evaluation of Citizen’s Charter

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) Divisions C

TOTAL: None 6 days

Office/Division: Compliance Monitoring and Evaluation Office (CMEO) - Division B

TOTAL: None 5 Days

* Orientation on Citizen’s Charter usually lasts for four (4) hours.

None 2.7. Check that the complaint None 15 Minutes

For Physical Mail:

For Electronic Mail:

For Physical Mail:

For Electronic Mail:

None Via Personal

1.15. Secure all documents 30 Minutes

Via Physical Mail:

Via Electronic Mail:

Via Physical Mail:

Via Electronic Mail:

Total for Referral – Physical Mail None 6 days, 5 minutes

2. Filing of Complaints (Email)