Republic of the Philippines

National Police Commission

NATIONAL HEADQUARTERS PHILIPPINE NATIONAL POLICE
DIRECTORATE FOR INVESTIGATION AND DETECTIVE MANAGEMENT
Camp BGen Rafael T Crame, Quezon City
B-01-0307-2019

INVESTIGATIVE DIRECTIVE MAR 1 2019

NUMBER 2019- 002,

ADDENDUM TO DIDM INVESTIGATIVE DIRECTIVE NUMBER 2015-02, OTHERWISE

KNOWN AS "QUALITY ASSURANCE SUPPORT TO VICTIMS AND COMPLAINANTS
(QASVC)"

1. REFERENCES:

a. DIDM Investigative Directive Number 2015-02 titled: Quality Assurance Support

to Victims dated October 02, 2015; and
b. LOI 37/10 (Establishment of PNP Quality Service Lane as a Component of the
Model Police Station Project).

2. RATIONALE:

In the pursuit of the Mission and Vision of the Directorate for Investigation and
Detective Management (DIDM), receiving feedbacks and notifications from the community is
vital on how investigators perform their investigative beats. Stated on paragraph (6)
Responsibilities, subparagraph (c) of DIDM Investigative Directive No. 2015-02 provides the
duties of the Regional Directors, Police Regional Offices as regards the monthly submission
of reports to DIDM on the implementation of the Quality Assurance Support to Victims and
Complainants (QASVC).

3. PURPOSE:

This Investigative Directive serves as an addendum to DIDM Investigative Directive

No. 2015-02 in order to collate more information in relation to how investigators from National
Support Units (NSUs) perform their duties towards crime victims and complainants.

4. GUIDELINES:

This Directorate, with its administrative function to the PNP, agrees to modify and
supplement the attached DIDM Investigative Directive No. 2015-02. New provisions of this
Investigative Directive directed to the Directors, NSUs shall supplement paragraph (6)
Responsibilities of DIDM Investigative Directive No. 2015-02, as follows:

a. Ensure the attendance of personnel performing investigative functions to SIDD

competency courses (CIC for PNCOs and IOBC for PCOs);
 b. Conduct inspection and training of OSDOs to ensure that sensitive information
pertaining to the case are properly conveyed without affecting the outcome of
investigation;

c. Ensure that contact numbers of victims/complainants are properly recorded;

d. Ensure the proper decorum of QSDO when dealing with complainants;

e. Ensure that QSDO is apprised with the status of cases;

f. Monitor cases which remain dormant or where victims/complainants lost interest in

pursuing the case;

g. Ensure the unit's firm compliance to the DIDM Investigative Directive No. 2015-02
thru the conduct of periodic consolidation and inspection of QASVC related reports
from all units under its jurisdiction;

h. Consolidate the monthly reports of its lower support units for submission to DIDM;
and

i. Perform other tasks as directed.

5. EFFECTIVITY:

This Investigative Directive takes effect immediately upon approval.

ELMO FRANC! SARONA

Police Director
The Director fo Investigation and
Detective Man gement

Enclosure: as stated

Distribution:
All RDs, PROs
All Dirs, NSUs

Copy Furnished:
PNP Command Group
D-Staff
P-Staff
 40
Republic of the Philippine\
National PkIlice. commission
NATIONAL HEADQUARTERS, PHILIPPINE NATIONAL POLICE
DIRECTORATE FOR INVESTIGATION AND DETECTIVE MANAGEMENT
- amp ( ram, Qucion City

DIDM INVESTIGATIVE DIRECTIVE

NUMBER 2015- 02 .00T 0 2015

QUALITY ASSURANCE SUPPORT TO VICTIMS AND COMPLAINANTS

(QASVC)

REFERENCES:

a. Criminal Investigation Manual Revised 2010;

h
PNPMC 2014.009 PNP Memorandum Circular on Crime Incident
Recording System dated April 10, 2014: and
c. LOI 37/10 (Establishment of PNP Quality Service Lane as a
Component of the Model Police Station Project)_

2 RATIONALE:

"The customer is the most important visitor in our

premises. He is not dependent on us. We are dependent
on him. He is not an interruption in our work. lie is the
purpose of it. He is not an outsider in our business. He is
a part of it. ffe arc not doing him a favor by serving him.
lie is doing us a furor by giving us the opportunity to do

- Mahatma Gandhi

Client Satisfaction has always been a priority of the PNP. Victims or

Complainants should always feel that they are special customers or clients_ They
have the right to be notified on the status of the case, schedule of hearings and
arrest of suspects or offenders. They also have the right to convey to the police any
an
safety and security concern.

Investigators serve as a crucial link to ensuring that such rights are

attended to by the
PNP They play a major role in fulfilling this responsibility
Providing such critical support to the victims/complainants will pave
the way to closer
ties and strong partnership between the investigators and the victims/complainants.

No less than the CPNP repeatedly emphasized the key role of

investigators when he said, YI
want investigators to be visiting victims and
complainants in their homes. I do not want to see them sitting down in their offices.
 3 PURPOSE:

This Investigative Directive provides guidelines on how investigators carry

out their responsibilities towards crime victims and complainants. It spells out
mechanisms on how investigators provide feedbacks and notifications, how they
conduct visits and how they perform their investigative beats.

4 DEFINITION OF TERMS:

For purposes of uniformity. the following terms will be operationally defined

and used:

a
Investigators Beat — the designated area or route that is part of a
sector where investigators conduct investigative patrols or community
visits

b
Investigator-on-Case (IOC) - refers to any police officer who is duly
designated or assigned to conduct the inquiry of the crime by following
a systematic set of procedures and methodologies for the purpose
of
solving a crime, identifying suspects and witnesses, recovering
evidence, and arresting and prosecuting the perpetrators. and
c.
Quad Policing — is the interplay of function of police operations,
intelligence investigation and community relations whereby. when
simultaneously employed in single activity,
result would create a greater

d
Quality Service Desk Officer (QSDO) is a customer friendly quality
service desk
officer and other designated PNC0s, under the
supervision of the Chief. Investigation Section. Branch or
Division of
the Police unit/station. He provides feedbacks and notifications to
victims or complainants and records their concerns or problems for the
information of the IOC

5. GUIDELINES:

QASVC has basically two (2) essential components

Notification and Investigators Feedback and
Beat. Following are the guidelines how investigators
carry out these responsttaillties.

a. Feedback and Notification:

1) The Investigator-on-Case (IOC) shall ensure that

victims/complainants are accorded with respect and that necessary
assistance is provided to them. The IOC shall obtain and secure the
contact details of the victims and complainants including their
addresses telephonekellphone numbers and email addresses

2
 2) The IOC shalt contact the victims/complainants on a regular basis
i.e. at least twice a month. During these contacts, the IOC shall
explain to the victims/complainants the criminal procedures and
other essential information in order to solicit their support and
cooperation. The IOC shall inform the victims/complainants on the
latest developments of the case as well as schedule of hearings.

3) The number of voice calls, text messages sent and received. and
personal visits shall be properly recorded in the investigators log
and shall be monitored by the Chief of Police and Chief
Investigation Branch/Section. (Tab A)

4) Following are modes of feedbacks and notifications.

a) Voice calls
b) Text messages (sms)
c) Emails
d) Personal visits
e) Meetings

b. Investigators Beat

1) Consistent with concept and strategies of QUAD Policing.

investigators shall interact and participate in the overall efforts in
establishing community support and partnership. It is essential
therefore that the IOC shall carry out mandatory visits to the
barangay at least twice a month, or as may be necessary He will
visit victims and complaints to apprise them on the status
and
developments of cases He may also engage barangay officials
and community leaders purposely to discuss incidents and other
developments that may affect the crime situation in the area

2) This periodic barangay visits will form part of the records in the
investigative log which shall be consolidated by the CPS/MPS at
the end of each month for submission to the PPO, PRO and
subsequent submission to DIDM. (Tab B)

6. RESPONSIBILITIES:

a School for Investigation and Detective Development (SIDD, DIDM)

1) Ensures that this Directive is included in the ongoing and

future
investigation trainings conducted nationwide:

2) Provides adequate analysis and study to improve this Directive by

soliciting feedback during supervision of investigation trainings in
various PROs and
 • •
3) Performs other tasks as may be directed by Higher Office

b. Pre Charge Evaluation and Investigation Division (PCEID, DIDM)

1) , Monitors the compliance and periodic reports submitted by PROs to

DOM

2) Ensures the filing of appropriate administrative charges pursuant to

National Police Commission Memorandum Circular 2007-001
against personnel who fail
or refuse to take actions on the
prescribed guidelines of this Directive. and

3) Performs other tasks as maybe directed by Higher Office

c Regional Directors, Police Regional Offices

1) The Regional Director shall ensure the unit's firm compliance to this
Directive thru the conduct of periodic dissemination and inspection
of all units under its jurisdiction.

2) onsoltdate the monthly reports of PPOs/Dos/CPOs for submission

to DIDM: (Tab C) and

3) Perform other tasks as maybe directed by National Headquarters.

d. Provincial/District/City Directors

1) Ensure strict and continuous implementation of this Directive:

,?(Conduct inspection and training of QSDOs to ensure that sensitive

information pertaining to the case are properly conveyed without
affecting the outcome of investigation: and

3) Consolidate the monthly report of municipal/city police stations

under its jurisdiction for submission to Police Regional Office. (Tab
D)

e. Chiefs of Police/Station Commanders

1) Supervise the Chief. Investigation and Detective Management

Section (C,IDMS) in the implementation of this Directive:

2) Designate a QSDO who shall act as responsible officer in the

absence of IOC; and

3) Ensure that contact numbers of victims/complainants are properly

recorded.

4
 • •
f Chiefs, Investigation and Detective Management
Sections/Branches/ Divisions

1) Supervise the Investigators in the implementation of this Directive:

2) Ensure the proper decorum of investigators and QSDO when

dealing with complainants as provided in this Directive:
3) Ensure that QSDO is apprised of the status of cases.

4) Monitor cases which remain dormant or where victims/complainants

lost interest in pursuing the case: and

5) Consolidate the monthly report of accomplishment for submission to

the Police Provincial Office

ADMINISTRATIVE SANCTIONS:

The filing of appropriate administrative charges pursuant to National Police

Commission Memorandum Circular 2007-001 shall proceed against above
mentioned responsible officers who fail or refuse to take actions on the prescribed
guidelines of this Directive

6 For strict compliance

Attachments .

Tab A - Vbcbms/Cornpiainants Feedbac*

Tab B - Investigators Beat Format
Tab C QASVC Compliance Report (PRO)
Tab D OASVC Compliance Reboil (PPO/DO/CPO)

Distnbuhon -

DIDM-Staft
RDs, PROs

Copy Furnished:

CPNP
PNP Command Group
D-Staff
Dirs, NOSUs

5
 TAB "A" (Victims/Complainants Feedback)
SAMPLE FORMAT

QASVC COMPLIANCE REPORT (To be filled up by the• Investigator-on-Case)

Municipal investigation Report
MPS:
Period Covered:

1 Name of Victor Natl.* of Cornpa rant

Stets of C.'sse
comply iroiNts(Viderts $essfbask
Nr irrrrsiogslor en.caso 1• ---
Middle Address Osteof volt °I"cd'ics''' On icb '44 ,r, Coon Date tr. Mattes
f Irst Marta Midst it __. sArler
Lase tome Cluoblier FltSt. Nam* l ast barna CS far lasacilaek
Name roma Discussed
r'''a .1- ' al 1-------
` Dbrr.osed Lin Tral Esisoassor1 '"v"otiga'la: SMS
rs,,, ,..., f Yoke Call ' •Plorta
m"ccti
'al Email
I '11.0Z kook° V Hutto Amelia Lobos (Sorbs AWebo a PW Gatail lb fica.ca ..r)rt•'.1:b
--3. 1. ., ..ettri
11
`t, rimy 72.
Zcne 9, Prow
City 1

P.n./It'd by
Noted by

investistor von-Case
Ch i ef' ci$ Pcsilte
 TAB "B" (investigators Beat Format)
SAMPLE FORMAT

QASVC COMPLIANCE REPORT (To be filled up by the Investigator-on-Case)

Municipal Investigation Report
MPS:
Period Covered:

Name of Brgy. Official

Complainants/Victims Feedback
Nr Investigator-on -Case Address of the
Middle Date of Visit Date of Matters
First Name Last Name Qualifier Brgy. Official
Name Personal
Feedback Discussed
SMS Voice Call Contact/ Email
1 SPO2 ArnuIf° V Ruffo Amelia Meetin
laput Garcia 18 - Figueroa St., 1-Oct-15
Brgy 72, Zone 9,
Pasay City

Prepared by;
Noted by

Investigator on-Case
Chief of Police
 TAB "C" a.

SAMPLE FORMAT
a
QASVC COMPLIANCE REPORT (To be filled up by DISTRICT/ Police ProvIncial Office)
DISTRICT /PPO
Period Covered:

Sulus of case TOT Al NR OF FEE:BACKS

NR OF NR OF CASES NR OF
DISTRICT/PPO NR OF VISITS
NR OF aRGYS
INVESTIGATORS HANDLED VISITED NR OF VISITS COMPLAINANTS/VICT TOTAL NR OF Prosecutor's Office Eded in Court
VISITS Personal
IMS VISITED Voice
SPAS Contact/ Email
Cal,
On Trial Prelim Dismissed Veetlng
NtakatI
5 10 10 10 10 10
Resat' 20
Parariaque
L as PrAas
Muntinlupa
agulg
Pateros
TOTAL

Prepared by
Noted by

Amon PfeCO
Chief, DIDMO
 TAB "D"
SAMPLE FORMAT

OASVC COMPLIANCE REPORT (To be filled up by PRO)

PRO
Period Covered:

Status of Lase TOTAL NR OF FFEDBALKS

NR OF NR OF CASES NR OF BRGYS NR OF BRGYS
INS I RICT/PPO NR OF FIRS NR OF 2ND Prosecutor's Office
VISITED TOTAL NR Filed in Court
INVESTIGATORS HANDLED VISITS VISITED Under
VISITS OF VISITS Personal
(1st Visit) (2nd Visit) InvestgatIO SMS Voice Call Contact/ Trim!
On Trial
Dismissed On Trial Ds/missed Meeting
Prelim
SP() 10 10 10 10
NPD 10 20
3
MPL)
QCPD
EPD
TOTAL
•••••••••■•■•••

Prepared by
Noted by:

Action PMCC
Chief, RIDMD