Pangunahing tungkulin ng pamahalaan na pagsilbihan ang mga Pilipino.
Base dito, isinabatas ang Promoting Ease of Doing Business and Efficient Delivery of Government Services Act (RA 11032) .
Sa batas, lahat ng opisina ng gobyerno ay dapat maglabas ng Citizen’s Charter para sa kanilang mga serbisyo.
Sa Citizen’s Charter, dapat malinaw na nakalatag ang simpleng proseso, requirements, fees, at maximum processing time na meron ang opisina para ibigay ang serbisyong nire-request.
- Comprehensive and uniform checklist of requirements for each type of application or request;
- Procedure to obtain a particular service;
- Person/s responsible for each step;
- Maximum time to conclude the process;
- Document/s to be presented by the applicant or requesting party, if necessary;
- Amount of fees, if necessary; and
- Procedure for filing complaints.
Ang Citizen’s Charter ay dapat naka-paskel sa main entrance ng opisina at available sa website ng agency.
Kung malinaw ang proseso at ang kinakailangang dokumento- mababawasan ang kapasidad ng public servants na manggipit sa pagbibigay ng nire-request.
Dapat striktong sundin ng opisina ang kanilang Citizen’s Charter. Kung hindi- may parusa sa batas na ito para sa:
- Refusal to accept application or request with complete requirements without due cause;
- Imposition of additional requirements;
- Imposition of additional costs;
- Failure to give the applicant or requesting party a written notice, if disapproved;
- Failure to render government services within the prescribed processing time on any application or request without due cause;
- Failure to attend to applicants or requesting parties who are within the premises of the office or agency concerned prior to the end of official working hours and during lunch break;
- Failure or refusal to issue official receipts; and
- Fixing and/or collusion with fixers in consideration of economic and/or other gain or advantage
Sa 1st offense, ang responsableng government official ay puwedeng ipa-suspende ng anim na buwan.
Sa 2nd offense, ang parusa na ay dismissal from service, perpetual disqualification from holding public office, forfeiture ng retirement benefits, at kulong ng isang taon hanggang anim na taon at multang hindi bababa sa P500,000.00, ngunit hindi hihigit sa P2 milyon.
Kung fixer iyan, diretso na sa dismissal at kulong ang parusa .
Bukod pa ito sa posibleng parusa sa Revised Penal Code, Anti-Graft and Corrupt Practices Act, at ibang batas on accountability of public officers, kung applicable.
Kung may violation sa mga transaksyon sa government office, halimbawa — kumpleto na ang requirements pero napakatagal ang pag-proseso sa request, o ginigipit at pinapakausap sa fixer — bawal na bawal iyan.
Puwede itong i-report sa Anti-Red Tape Authority (ARTA) sa kanilang social media pages, o sa:
Globe/TM: 0916-266-3138
Smart/TNT/Sun: 0928-690-4080
8888
Email: complaints@arta.gov.ph