citizen’s charter
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CITIZEN’S CHARTER
PHILIPPINE EMBASSYCANBERRA
MISSIONTO ADVANCE
THE INTERESTS OF THE
PHILIPPINES AND THE FILIPINO
PEOPLE IN THE WORLD
COMMUNITY.
The DEPARTMENT OF FOREIGN AFFAIRS is the prime agency of government responsible for the pursuit of the State’s foreign policy and the nerve center for a
Foreign Service worthy of the trust and pride of every Filipino.
We are an organization of competent, dedicated and highly motivated personnel, who devote their
energies to the benefit of the Filipino people.
We implement foreign policy with the highest
standards of professionalism and commitment.
VISION
VISION We pursue bilateral, regional and multilateral relations to advance the interest of the Philippines and the Filipinos. We build partnerships with national security and development agencies, think-tanks and the academe, the private sector, the media and civil society in the interest of the nation and the people.
We endeavor to promote regional and global cooperation in
order to achieve peace, prosperity and
stability.
VISION In the global arena, we work for social justice
especially for the poor, human rights and
fundamental freedoms, and a
democratic way of life.
We are committed to secure a world free
from serious environmental degradation,
transnational crime and proliferation of nuclear weapons.
VISION Our missions
abroad are the partners of
Filipinos overseas in the pursuit of the
national interest and
in the promotion and
protection of their rights and
well-being.
Team Philippines Australia
VISION We have a highly responsive system, which
ensures effective delivery of services.Our personnel are our greatest asset. We are committed to the personal, professional and
career development of each employee.In pursuit of our goals, we strive for and live by the principles of excellence, integrity and
patriotism.
OAV Registration
Dual Citizenship
Tourism Promotion
Passport Services
OBJECTIVES• To contribute to the
enhancement of national security and the protection of the territorial integrity and national sovereignty;
• To participate in the national endeavor to sustain development and to enhance the Philippines’ competitive edge in a global milieu;
Visit to International Catamaran (INCAT) in Tasmania.
Signing of the Statement of Commitment for the Philippines-Australia
Development Cooperation Strategy 2012-2017.
Consultation meeting with officials from TAFE-
NSW.
OBJECTIVES
•
• To protect the rights and promote the welfare of Filipinos overseas and to mobilize them as partners in national development;
Filipino-Australian Banaag Awardee for
2012
Meeting with the Filipino Seniors Committee of the Filipino
Ministerial Consultative Committee
Seminar on Work-Place Relations for OFWs in Australia
Filipino scholars visit the Embassy
OBJECTIVES • To project a positive image
of the Philippines;• To increase international
understanding of Philippine culture for mutually-beneficial relations with other countries;
OBJECTIVES
• To increase and maximize the performance of the Department.
3rd Philippines-Australia Ministerial Meeting Visit of DSWD Sec. Dinky Soliman
4th ASEAN Regional Forum Inter-Sessional Meeting on Non-
Proliferation and Disarmament
State Visit of Pres. Benigno S. Aquino to Australia
CONSULAR SERVICES
FRONTLINE SERVICES OFFERED
PassportVisas
Dual CitizenshipLegalization of Documents
Civil RegistrationNBI Clearance Fingerprinting
and Verification
PASSPORT Passport Officer - Ms. MADELAINE D. DAVID
PASSPORT Requirements
First Time Applicant• Personal appearance of applicant• Duly accomplished ePassport application form• Report of Birth• Supporting Documents to prove identity (for
applicants 18 years old and above)
• Non-refundable processing fee of AUD108• Additional AUD10 for postage fee or pre-paid,
self-addressed envelope if applicants choose to have new passport sent by mail.
- Driver’s License- Company ID
- School ID- NBI Clearance
PASSPORT
Additional Requirements for Minor Applicants:
• Personal appearance of either parent
• Valid passports of parents
RequirementsFirst Time Applicants
PASSPORT
• Personal appearance of applicant• Duly accomplished application form• Original Passport• Photocopy of data page of passport• Non-refundable processing fee of AUD108 • Additional AUD10 for postage fee or pre-
paid, self-addressed envelope if applicants choose to have new passport sent by mail.
RequirementsRenewal Applicants
PASSPORT
Additional requirements for minor applicants:
•Personal appearance of either parent•Valid passports of parents
RequirementsRenewal Applicants
PASSPORT
Additional requirements for married women who want to use husband’s surname: • If married in the Philippines: Marriage Contract
in valid Security Paper (SECPA) issued by NSO • If married abroad: Report of Marriage
Note: Married applicants who wish to use the surnames of their husbands in their passports are advised that the following format will be used in accordance with Article
370 of the Civil Code of the Philippines which states that:“A married woman may use: Her first name and
maiden surname and add her husband’s surname.”
RequirementsRenewal Applicants
PASSPORT
Additional requirements for married women who wish to revert to maiden name:• If marriage is annulled: Marriage Contract in valid
Security Paper (SECPA) issued by NSO with annotation on the annulment decree, certified true copy of the first page and the dispositive portion of the judgment on annulment.
• If widowed: Death Certificate of spouse in valid Security Paper issued by NSO of the deceased husband.
• If divorced: Certified true copy of the first page and the dispositive portion of the judgment on divorce, and the Philippine Court Order recognizing divorce.
Requirements Renewal Applicants
PASSPORT
Additional Requirements for Dual Citizens:• Certificate of Re-acquisition/Retention
of Filipino Citizenship (Identification Certificate)• Oath of Allegiance• Order of Approval
RequirementsRenewal Applicants
PASSPORT Requirements
Replacement of Lost Passport• Personal appearance of applicant• Duly accomplished application form• If born in the Philippines, Birth Certificate in
valid Security Paper issued by NSO• If born abroad, Report of Birth• Photocopy of lost passport, if available• Non-refundable processing fee of AUD 162 for
lost MRRP and MRP Passport or AUD 270 for lost ePassport
• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have new passport sent by mail.
PASSPORT
• Supporting Documents to prove identity (for applicants 18 years old and above)
• Affidavit of Loss to be certified by a Justice of the Peace or an Australian Notary Public
• Police ReportNB: Application for the replacement of a lost passport is forwarded to Manila, for issuance of an ePassport, after the 15-working day clearing period (from the date of the
lodging of application).
- Driver’s License- Company ID
- School ID- NBI Clearance
RequirementsReplacement of Lost Passport
PASSPORT Procedure in Lodging an Application
Step 1: Applicant submits application
forms and other documentary
requirements.
Step 2: Passport officer checks if the form is properly filled-out and documentary requirements are complete and in order. (5 mins.)
Step 3a : If applicant satisfies all requirements, passport officer encodes applicant’s details, takes photograph,
signature and fingerprints, and prints out enrolment certificate. (10 mins)
Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer requires applicant to submit
necessary documents.
Step 4: Applicant checks the details on the enrolment certificate and if found correct, affixes signature on
said certificate. (3 mins)
Step 5: Applicant pays for the fees. (2 mins)
Step 6: Enrolment certificate is signed by Embassy signing officer and sent to Manila
electronically. (at the end of each day).
Step 7: Passport production is done in Manila. (approximately 4-8 weeks)
Step 8: Passport is sent by DFA Manila to the Embassy (every Tuesday) and Embassy sends it to
applicant upon receipt (every Friday) via registered mail (takes 3-5 working days to reach applicant.
PASSPORT
• Latest Philippine passport• Affidavit detailing the applicant's personal
data (name, citizenship, age and permanent address) and circumstances or reasons for the application for a Travel Document
• Two (2) recent passport-size colored photographs with plain white background and with the applicant’s signature at the back
RequirementsTravel Document
PASSPORT
• Non-refundable processing fee of AUD54
• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have the travel document sent by mail.
RequirementsTravel Document
PASSPORT Procedure in Lodging an Application
Travel DocumentStep 1: Applicant submits
application forms and other documentary requirements.
Step 2: Passport officer checks if the form is properly filled out and
documentary requirements are complete and in order. (5 mins.)
Step 3a : If applicant satisfies all documentary requirements, passport officer accepts and processes application. (10 Mins
Step 3b: If there are lacking documents or there are discrepancies
found in the papers submitted, passport officer requires applicant to
submit necessary documents.
Step 4: Applicant pays for the fee. (2 mins)
Step 5: The Travel Document is issued to the applicant 3 days from the date of lodging of
application.
Applying in Person
PASSPORT Procedure in Lodging an Application
Travel Document
Step 1: Upon receipt, Passport officer checks if the form is properly filled out and documentary
requirements are complete and in order.
Step 2a : If applicant satisfies all documentary requirements, passport officer issues receipt and processes
application.
Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer communicates
with applicant to send the necessary documents.
Step 3: Travel Document is sent to the applicant via registered mail 3 days after completion of the
application process.
Applying by Mail
VISA Visa Officer: Mr. Glenn M. Fuñe
VISA
• Duly accomplished application form (FA Form No. 2)
• Passport with at least 6 months validity• Flight itinerary • 2 Passport-size photographs taken during the
last six (6) months, quarter profile showing earlobes, on white background
• Non-refundable processing fee of AUD54• For minor applicants – copy of parents’
passport and Affidavit of Support and Consent executed by parents, if not traveling with parents.
RequirementsNon-Immigrant Visa
VISA
• Duly-accomplished application form (FA Form No.3)
• Current passport, valid for at least six months from the date of the anticipated entry into the Philippines.
• Four copies of recent passport-size photos (signed at the back).
• Certified true copy of birth certificate
RequirementsNon-Quota Immigrant Visa
VISA
• Police clearance issued by the Australian Federal Police and duly-authenticated by the Australian Department of Foreign Affairs (DFAT).
• Documentary evidence of financial capability such as:
- Letter from the applicant’s bank- Certified true copies of land titles- Investment certificates
RequirementsNon-Quota Immigrant Visa
VISA
• Medical Certificate Form (FA Form No.11). The form must be accompanied by the following:- X-ray results - Laboratory reportsThe examination must be performed within the last three (3) months from the date of submission to the Philippine Embassy
• Processing fee of AUD 330 (this includes the visa fee, authentication of the police clearance and postage)
RequirementsNon-Quota Immigrant Visa
VISA
In case applicant is a minor:• Certified true copy of data pages of
parents’ passports or any valid IDs (i.e. driver’s license, company ID)
• An affidavit of support and consent executed by the parents.
RequirementsNon-Quota Immigrant Visa
VISA
In case the applicant is a former Philippine citizen or has lost Philippine citizenship because of marriage to foreign national, the following evidence of former Philippine citizenship must be submitted:
• Old Philippine passport• Certified true copy of birth certificate • Certificate of naturalization
RequirementsNon-Quota Immigrant Visa
VISA
In case the applicant is married to a Filipino citizen
• certified true copies of marriage certificate• data page of spouse’s Philippine passport.
RequirementsNon-Quota Immigrant Visa
VISA Procedure in Lodging an Application
Step 1: Applicant submits application form, passport and other documentary requirements.
Step 2: Visa officer checks if the documentary requirements are complete and in order. (5 mins)
Step 3a: If applicant satisfies all documentary requirements, visa officer
accepts application.
Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer returns documents to applicants and asks
applicant to return with the complete requirements.
Step 4: Applicant pays for the fees (2 mins)
Applying in Person
Step 5: Visa officer assesses application and if found in order, issues visa after 5 – 7 working days.
Step 6: Passport with visa is picked up/released to applicant .
VISA Procedure in Lodging an Application
Step 1: Upon receipt , visa officer checks if application form was properly filled-out and documentary requirements are
complete and in order.
Step 2a: If applicant satisfies all documentary requirements, visa officer accepts application and issues receipt.
Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer communicates with
applicant and requests that missing documents be sent.
Applying by Mail
Step 4: Visa officer assesses application and if found in order, issues visa after
5 – 7 working days.Step 5: Passport is sent to the applicant
via registered mail.
VISA The public is advised that
possession of a visa does not automatically entitle bearer to enter the Philippines upon arrival at any port of entry if
he or she is found inadmissible by
Philippine Immigration authorities.
DUAL CITIZENSHIP Personnel In-Charge: Mr. Glenn M. Fuñe
DUAL CITIZENSHIP Who Can Apply?
• Former natural-born Filipinos who have lost their citizenship by foreign naturalization and their qualified dependents may also be included as beneficiaries and acquire the Philippine citizenship.
- Qualified dependents are those children of applicants, whether legitimate or
illegitimate or adopted, who are below 18 years old. • A child who is already 18 years old and above
and was born when either of his parents was still a Filipino.
DUAL CITIZENSHIP
• Duly accomplished Petition under Oath• For persons born in the Philippines, the
original or certified true copy of NSO-authenticated Birth Certificate on valid Security Paper.
• For persons born outside the Philippines, whose one or both parents were still Filipino citizens at the time of birth, original Report of Birth issued by the Philippine Embassy or Consulate General in the country of birth.
Requirements
DUAL CITIZENSHIP Requirements
• Three (3) recent colored passport-size photos of the applicant taken over white background;
• Certified true copy of the Certificate of Foreign Citizenship;
• Certified true copy of the data page of foreign passport, driver’s license or any valid Australian ID;
DUAL CITIZENSHIP Requirements
• Non-refundable processing fee of AUD90.00 for primary applicant
• If applying by mail, a self-addressed prepaid registered envelope
DUAL CITIZENSHIP Requirements
• For married female applicants, original or certified true copy of the marriage certificate
• If divorced, certified true copy of the final decree of divorce;
DUAL CITIZENSHIP Requirements
• If a minor child will be included in the application:
- Certified true copy of birth certificate
- Non-refundable processing fee of AUD45
DUAL CITIZENSHIP Requirements
• If the birth certificate is not available, at least two (2) of the following secondary supporting documents:– Data page of old Philippine passport– Baptismal certificate– Birth certificates of children– Marriage certificate– Land titles– Proof of service to Philippine Government– NBI clearance– Other official and original documents which
could prove natural-born citizenship
Procedure in Lodging an Application Step 1: Applicant
submits application form and supporting
documents.
Step 2: The personnel in-charge checks if application form was properly filled-out
and documentary requirements are complete and in order (10 mins.)
Step 3a: If applicant satisfies all documentary requirements, personnel in-
charge accepts application. (10 mins)
Step 3b: If there are missing or discrepancies in the documents submitted, personnel in-charge
requests applicant to submit necessary documents.
Step 4: Applicant pays for the fees. (2 mins.)
Applying in Person
DUAL CITIZENSHIP
Step 6: After the oath-taking (if done in Canberra), applicant is issued the Oath of
Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)
The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is
done during a mobile mission.
Step 5: Personnel in-charge assesses application and sends applicant a letter on the approval of the petition and to schedule for an oath-taking, 5 days
from the day application process is completed.NB: For the oath-taking, applicant may choose to
either take his/her oath in Canberra or wait for the ceremony which will be held in his/her state once a
year .)
Procedure in Lodging an Application Step 1: Upon receipt, the personnel in-charge checks if
application form was properly filled-out and documentary requirements are complete and in order.
Step 2a: If applicant satisfies all documentary requirements, personnel in-charge accepts
and processes application.
Step 3: Applicant will then be sent a letter informing that petition for re-acquisition has been approved and to schedule for an oath-taking (5 days from the day the application
process is completed).NB: For the oath-taking, applicant may
choose to either take his/her oath in Canberra or wait for the ceremony which will
be held in his/her state once a year .)
Applying by Mail
DUAL CITIZENSHIP
Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted
personnel in-charge communicates with applicant and requests that missing documents
be sent immediately.
Step 4: After the oath-taking (if done in Canberra), applicant is issued the Oath of
Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)
The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is done
during a mobile mission.
LEGALIZATION OF DOCUMENTS Personnel In-Charge: Mr. Joel C. Bulos
RequirementsAuthentication
• Documents such as Affidavit, Statutory Declaration, Certificate of Free Sale, Australian Birth Certificate/ Marriage Certificate/ Death Certificate, duly authenticated by the Department of Foreign Affairs and Trade of Australia (DFAT)
• Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (same day release)
• Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have document sent by mail.
LEGALIZATION OF DOCUMENTS
Procedure in Lodging an Application Step 1: Applicant submits document to
be authenticated.
Step 2: The personnel in-charge checks if document is duly-authenticated by the Department of Foreign
Affairs and Trade of Australia (DFAT). (5 mins)
Step 3a: If authenticated by DFAT and signatory is in the list of accredited signatories, applicant pays the fee and personnel in-charge
processes document . (15 mins)
Step 3b: If the document is not authenticated by DFAT, applicant will be
asked to return once document is authenticated.
AuthenticationApplying in
Person
LEGALIZATION OF DOCUMENTS
Step 4: Document is released to the applicant within the day for express processing or after 3 days for regular processing.
Procedure in Lodging an Application
Step 1: Upon receipt, the personnel in-charge checks if document is duly-authenticated by the Department of
Foreign Affairs and Trade of Australia (DFAT).
Step 2b: If authenticated by DFAT and signatory is in the list of accredited
signatories, personnel in-charge issues the receipt and processes document.
Step 2a: If the document is not authenticated by DFAT, officer in charge returns document to applicant to have it
authenticated.
Step 4: Document and receipt are sent to the applicant by registered mail (within the day for express processing or after 3 days for regular processing).
AuthenticationApplying by
LEGALIZATION OF DOCUMENTS
RequirementsAcknowledgement
• Documents such as Affidavit, Statutory Declaration, Special Power of Attorney duly signed by the person executing such.
• Valid ID such passport, driver’s license, company ID
• Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (immediate/same day release)
LEGALIZATION OF DOCUMENTS
Procedure in Lodging an Application
Step 1: Applicant submits document to be acknowledged.
Step 2: The personnel in-charge examines document and requests the person executing the document to sign it. (5 mins)
Step 3a: After signing, applicant pays for the fees and personnel in-charge processes
the document. (20 mins)
Step 3b: If a document was submitted by a person other than the one executing said document, personnel in-charge does not
accept document and requires the personal appearance of the applicant.
Step 4: Document is released to the applicant, after 3 working for regular processing or within the day for express processing.
Acknowledgement
LEGALIZATION OF DOCUMENTS
CIVIL REGISTRATION Personnel In-Charge
Mr. Carlomagno
A. Estole
Mr. Ronaldo B. Pilapil
Mr. Joel C. Bulos
Ms. Kathleen F. Tudio
RequirementsReport of Birth
• Duly-Accomplished Report of Birth form• Certified true copies of the following:
- Birth Certificate issued by Australia’s Registry of Births, Deaths and Marriages
- Marriage Certificate of Parents (if married)- Data pages of the passports of parents
• Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-paid,
self-addressed envelope if applicants choose to have document sent by mail
CIVIL REGISTRATION
RequirementsReport of Birth
• If reporting 30 days after the child’s birth date, an Affidavit or a Statutory Declaration for the delayed registration of birth must be submitted in addition to the above-mentioned documents.
CIVIL REGISTRATION
RequirementsReport of Marriage
CIVIL REGISTRATION
• Duly-Accomplished Report of Marriage form• Certified true copies of the following:
– Marriage Certificate issued by Australia’s Registry of Births, Deaths and Marriages
– Birth Certificate of the Filipino spouse– Data page of the passport or any valid ID of
both husband and wife • Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-paid,self-
addressed envelope if applicant choose to have document sent by mail
CIVIL REGISTRATION
• For women who have obtained annulment, - certified true copy of the annulment
decree• For women who were divorced by their
foreign husband- certified true copy of the divorce
decree• For widows/widowers
- death certificate of the deceased spouse.
RequirementsReport of Marriage
RequirementsReport of Death
CIVIL REGISTRATION
• Duly accomplished Report of Death form• Certified true copies of the following:
- Death Certificate issued by Australia’s Registry of Births, Deaths and Marriages
- Data page of the passport of the deceased
• Non-refundable processing fee of AUD45• Additional AUD10 for postage fee or pre-
paid, envelope if document is to be sent by mail.
CIVIL REGISTRATION Procedure in Lodging an Application
Step 1: Applicant submits application form and other documentary requirements.
Step 2: The personnel in-charge checks if the form is properly filled-out and documentary requirements are
complete and in order. (5 mins)
Step 3a: If applicant satisfies all requirements, the personnel in-charge
accepts application.
Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, the personnel in-charge may ask
applicant to return with the complete requirements or puts application on hold
until the other requirements are submitted.Step 4: Applicant pays for the fees. (2 mins)
Applying in Person
Step 5: The civil registration report is processed and the certified true copy of the document is released to the applicant by registered mail 10 working days from the
date of lodging of application.
CIVIL REGISTRATION Procedure in Lodging an Application
Step 1: Upon receipt, personnel in-charge checks if the form is properly filled-out and documentary requirements
are complete and in order.
Step 2a: If applicant satisfies all documentary requirements, the personnel
in-charge accepts and processes application.
Step 2b: If there are lacking documents or there are discrepancies found in the papers
submitted, the personnel in-charge communicates with the applicant and requests that additional documents be
submitted.
Step 3: Personnel in-charge sends the certified true copy of the registration and receipt to applicant by registered mail 10 working
days from the date of receipt of application.
Applying by Mail
NBI CLEARANCE VERIFICATIONPersonnel In Charge: Mr. Joel C. Bulos
Requirements
• Duly accomplished fingerprint card• Certified true copy of the data page
of applicant’s valid passport or if not available, any valid ID
• Processing fee of AUD45• Additional AUD10 for postage fee or
pre-paid, self-addressed envelope if document is to be sent by mail.
NBI CLEARANCE VERIFICATION
NBI CLEARANCEProcedure in Taking of Fingerprints and Verification
Step 1: Applicant submits fingerprint card and documentary requirements
Step 2: The personnel in-charge checks if the card is properly filled-out and documentary requirements are
complete and in order. (5 min)
Step 3a: If applicant satisfies all requirements, the personnel in-charge assists applicant in affixing fingerprints on the card
and processes application. (10 mins)
Step 3b: If there are lacking documents applicant is requested to return with the
complete requirements.
Step 4: Applicant pays for the fees. (2 mins)
Applying in Person
Step 5: Verified fingerprint card is issued to the applicant.
Step 6: Personnel in-charge informs applicant to send verified fingerprint card to the National Bureau of Investigation Office in Manila for the issuance of the clearance.
Step 1: Upon receipt, personnel in-charge checks if the fingerprint card was properly filled out and that fingerprints
were appropriately affixed on the card. (2 mins)
Step 2a: If everything is in order, personnel in-charge issues receipt and processes
application .
Step 2b: If fingerprints were not properly taken, fingerprint card is returned to the
applicant together with a new form . Should there be lacking documents, personnel
in-charge communicates with applicant and requests that the necessary documents be
submitted.
Applying by Mail
Step 3: Verified fingerprint card and receipt are sent to the applicant 3 days after the date of the receipt of application together with a letter informing applicant to send fingerprint card to the National Bureau of
Investigation office in Manila for the issuance of the clearance.
NBI CLEARANCE VERIFICATIONProcedure in Taking of Fingerprints and Verification
ASSISTANCE TO NATIONALS
ASSISTANCE TO NATIONALS ATN Officer - Ms. MADELAINE D.
DAVID
ASSISTANCE TO NATIONALS Who can Request Assistance?
• Filipino nationals who are currently in Australia• Next-of-Kin of Filipino nationals
in Australia who are in the Philippines
ASSISTANCE TO NATIONALS
Step 1: Assistance to Nationals (ATN) officer requests Filipino national/Next-of-Kin (NOK) of Filipino national to fill-out Request for Assistance Form (1 min)
Step 2: Client fills out the Request for Assistance Form.(Duration varies depending on the length of client’s narrative)
Step 3: Client submits accomplished form to ATN officer. (less than 1 min)
Step 5: If needed, the case is referred to the appropriate Philippine and/or Australian agencies for resolution or for further action.
Steps Undertaken on Requests for Assistance from Filipino Nationals/Next-of-Kin of Filipino Nationals
(Walk-In Clients)
Step 4: ATN Officer interviews client. ATN officer obtains and clarifies information and possible courses of action are also identified. (at least 30 mins)
Step : Embassy informs DFA Manila of the case, if necessary.
ASSISTANCE TO NATIONALS
Step 1: Filipino national/Next-of-Kin (NOK) of Filipino national calls/sends an e-mail/ letter/fax to Post for assistance.
Step 2: Assistance to Nationals (ATN) Officer acknowledges receipt of the email/letter/fax by communicating with the Filipino national/NOK.
orATN officer interviews clients who calls the Embassy.
Step 3: ATN Officer provides client with appropriate advise and/or requests client to provide supporting documents, as deemed necessary.
Step 5: Upon receipt of feedback from concerned office, ATN officer updates client, if necessary.
Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of
Filipino Nationals by Phone/Email/Fax
Step 4: ATN Officer refers request to the concerned office, for appropriate action, if necessary.
ASSISTANCE TO NATIONALS
Step 1: OUMWA/RCOs/Non-Government Agencies sends an
e-mail/letter/fax to Post referring the request for assistance of the Filipino
national/NOK of Filipino national.
Step 2: E-mail/letter/fax received is referred to the ATN Officer who acts on the
request.
Step 3: ATN Officer recommends appropriate action.
Step 3: ATN officer communicates with the Filipino national in Australia to obtain further details on the case.
Step 5: ATN officer reports to DFA Manila the action taken on the case.
Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of
Filipino Nationals Sent by DFA-OUMWA/RCOs/NGOs
COMPLAINTS and
CLIENT FEEDBACK
FILING A COMPLAINT
Step 1: Complaints may be sent through email, letter, or fax
Step 4: Post provides feedback to complainant.
Step 2: Head of post is informed of the complaint .
Step 3: Email/letter/fax is referred to the appropriate personnel for explanation
Procedure in Filing a Complaint
CLIENT FEEDBACK
Step 1: Front line service personnel requests client to accomplish client feedback survey sheet after client is
serviced.(Personnel informs clients that
the survey is conducted to enable the Embassy to improve
the delivery of its services.)
Step 2: Clients who agree to participate in the survey, fill out the form and drops it in the “client feedback” box
located at the waiting area of the Consular Section.
Step 3: At the end of each day, all feedback forms are reviewed, for consideration and further action, if
needed.
Procedure in Submitting Feedback
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