Citizen’s Charter - POEA

1 Citizen's Charter department of labor and employment Philippine Overseas employment Administration Table of Contents Vision and Mission Performance Pledge POEA Frontline Services Procedures Feedback and Redress Mechanism Feedback Form Vision Excellence in governance for World-class Filipino migrant workers. Mission POEA connects to the world and in partnership with all stakeholders, facilitates the generation and preservation of decent jobs for Filipino migrant workers, promotes their protection and advocates their smooth reintegration into Philippine society. Performance Pledge We, at the Philippine Overseas employment Administration pursue excellence in governance to satisfy our customers.

2 We achieve this by: Providing effective and efficient services;. Operating within the requirements and standards governing overseas employment ;. Empowering our human resources;. Assuring continual improvement using ISO 9001. Frontline Services RESPONSIBLE. FRONTLINE SERVICE FEES FORMS PROCESS CYCLE TIME. PERSON/OFFICE/ LOCATION. 1. Registration of Landbased No fees collected Registration Form and Within 20 minutes from receipt of Evaluator/. Applicants Other Documentary application with complete documentary Manpower Registry Division/. Requirements Based requirements based on checklist of Ground Floor on Checklist requirements to issuance of Registration Card 2.

3 Documentation of US$ (PhP equivalent) - POEA Original and For Exempted Category: Evaluator/. Landbased Direct-Hires Processing Fee Photocopy of Direct-Hire Assistance Phase I - within 1 hour US$ (PhP equivalent) - OWWA Documentary Division/2nd Floor Phase II - within 1 hour & 30 minutes Membership Contribution Requirements Based PhP2, PhilHealth Contribution on Checklist months - Pag-ibig Contribution For Non-Exempted Category: Phase I - within 1 hour POEA Clearance - within 1 week Phase II - within 1 hour & 30 minutes 3. Documentation of For SHPT-Taiwan, EPS-Korea, TWP-Germany & Original and Within 3 working days from release of Account Officer/. Government-Hired MOH-KSA Bound Workers: Photocopy of visa Government Placement Workers US$ (PhP equivalent) - POEA Documentary Branch/Ground Floor Processing Fee Requirements Based US$ (PhP equivalent) - OWWA on Checklist Membership Contribution PhP2, PhilHealth Contribution months - Pag-ibig Contribution Visa Fee - depending on the country of destination For NAC-UAE & Japan Bound Workers: PhP2, PhilHealth Contribution months - Pag-ibig Contribution Visa Fee - depending on the country of destination RESPONSIBLE.

4 FRONTLINE SERVICE FEES FORMS PROCESS CYCLE TIME PERSON/OFFICE/ LOCATION. 4. Documentation of - POEA Processing Fee Balik-Manggagawa Within 20 minutes Evaluator/. Workers-On-Leave Thru US$ (PhP equivalent) - OWWA (BM) Information Balik-Manggagawa BM On-Line System Membership Contribution Sheet Processing Division (BMPD)/. PhP2, - PhilHealth Contribution Service Area months - Pag-ibig Contribution 5. Verification/Certification of No fees collected Request Form and Electronic retrieval of records - within Records Officer OFW Records Other Documentary 25 minutes Central Records Division/. Requirements Based Manual retrieval of records: BMPD Service Area on Checklist - Within 1 day for LB and SB.

5 Records - Within 5 hours for BM records Written or multiple request - w/in 1 day 6. Verification of License of No fees collected Verification Slip Within 5 minutes Info Center Staff/Public Agencies and Job Orders Information and Assistance Center/Ground Floor 7. Provision of Legal No fees collected Complaint Form, Within 1 hour and 15 minutes - Illegal Legal Officer/. Assistance Sworn Statement, Recruitment Legal Assistance Division/. Information Sheet and 4th Floor Requirements Based on Checklist Within 50 minutes - Administrative Case 8. Filing/Docketing of Cases No fees collected Complaint and Within 10 working days Docket Officer/. Supporting Docket and Enforcement Documents Division/3rd Floor RESPONSIBLE.

6 FRONTLINE SERVICE FEES FORMS PROCESS CYCLE TIME PERSON/OFFICE/ LOCATION. 9. Issuance of New License Filing Fee - P25, Application Letter and Within 10 working days from receipt of Officer of the Day/Evaluator/. of Recruitment Agencies License Fee - P100, Documentary application with complete documentary Licensing Branch/4th Floor Requirements Based requirements on Checklist 10. Renewal of License of License Fee - P100, Application Letter and Within 5 working days from receipt of Officer of the Day/Evaluator/. Recruitment Agencies Documentary application with complete documentary Licensing Branch/4th Floor Requirements Based requirements on Checklist 11. Registration/Accreditation No fees collected Letter request and Within 7 working days from receipt of Account Officer/ Landbased of Landbased Principals/ Other Documentary the agency's request with complete Center/2nd Floor Employers Requirements Based documentary requirements based on on Checklist checklist 12.

7 Registration/Accreditation No fees collected Letter request and Within 4 working days for new and Account Officer/Seabased of Seabased Principals/ Other Documentary renewal Center/Mezzanine Floor Employers Requirements Based on Checklist 13. Documentation of Agency- - POEA Processing Fee Request for E-services Account Officer/Landbased Hired Landbased Workers US$ (PhP equivalent) - OWWA Processing (RFP) and Within 8 working hours from receipt of Center/2nd Floor Membership Contribution Documentary complete documentary requirements PhP2, PhilHealth Contribution Requirements Based based on checklist months - Pag-ibig Contribution on Checklist 14. Documentation of Agency- - POEA Processing Fee Request to Process Within 4 working hours from receipt of Account Officer/Seabased Hired Seafarers (Engaged) Seafarers (RPS) and complete documentary requirements Center/Mezzanine Floor - POEA Processing Fee Documentary based on checklist (Re-engaged) Requirements Based US$ (PhP equivalent) - OWWA on Checklist Membership Contribution Checklist of Not earlier than 3 days before the date Receiving Officer/.

8 15. Issuance of Job Fair No fees collected Requirements for Job of the job fair activity Manpower Registry Division/. Authority (JFA) Ground Floor Fair Authority (JFA). RESPONSIBLE. FRONTLINE SERVICE FEES FORMS PROCESS CYCLE TIME PERSON/OFFICE/ LOCATION. 16. Issuance of Special No fees collected Checklist of Within 1 working day - SRA Receiving Officer/. Recruitment Authority Requirements for Within 3 working days - LOA employment Services and (SRA) and Letter of SRA and LOA Regulation Division/. Acknowledgment (LOA) 4th Floor 17. Filing and Handling of No fees collected Complaint Feedback Within 72 hours upon receipt of Information & Education Customer Referral Form (CFRF) complaint/feedback Division (IED) Staff/ISO.

9 Complaint/Feedback Corrective and Secretariat/Customer Preventive Action Satisfaction Focal Person/. Report (CPAR) Form Planning Branch/5th Floor Letter of Complaint/Feedback Procedures Frontline Service Page 1. Registration of Landbased Applicants ---------------------------------------- ---------------------------------------- ------------------ 10. 2. Documentation of Landbased Direct-Hires ---------------------------------------- ---------------------------------------- ------------ 12. 3. Documentation of Government-Hired Workers ---------------------------------------- ---------------------------------------- ------- 14. 4. Documentation of Workers-On-Leave Thru BM On-Line System ---------------------------------------- ------------------------ 16.

10 5. Verification/ Certification of OFW Records ---------------------------------------- ---------------------------------------- ------------- 18. 6. Verification of License of Agencies and Job Orders ---------------------------------------- ---------------------------------------- - 20. 7. Provision of Legal Assistance ---------------------------------------- ---------------------------------------- ----------------------------- 21. 8. Filing/Docketing of Cases ---------------------------------------- ---------------------------------------- ---------------------------------- 22. 9. Issuance of New License of Recruitment Agencies ---------------------------------------- ---------------------------------------- -- 23.