rhrc citizens charter

Republic of the Philippines

Autonomous Region in Muslim Mindanao

REGIONAL HUMAN RIGHTS COMMISSION

CITIZENS CHARTER

i

Table of Contents

List of Forms . ii

Vision . 1

Mission .. 1

Performance Pledge . 1

Contact Information 2

List of Frontline Services .. 3

Request for Clearance of No Record of

Human Rights Violation ... 4

Request for Technical Assistance - Training and

Resource Person ... 8

Request for Data, Statistics, Information, Documents

and Reference Materials Provision . 10

Request for Investigation of Human Rights Violation .. 12

Request for the Conduct of Jail Visitation ... 15

Request for Provision of Legal and Other Assistance ... 17

Citizens Feedback System ... 19

Redress Mechanism .. 20

Automatic Extension of Licenses, Permits and Authorities .. 22

ii

List of Forms

Application Form for RHRC Clearance / Certification...7

Request Form for Training / Technical Assistance...9

Request Form for Data, Statistics, Information, Documents

and Reference Materials Provision.11

Complainants Data Form .....14

Request Form for Jail Visitation.....16

Request Form for Legal and Other Assistance.18

Frontline Service Feedback Form ..... 21

1 | P a g e

VISION

A peaceful, just and empowered Bangsamoro society that is free from fear and want, where human rights are promoted, protected, upheld and fulfilled for the achievement of sustainable development.

MISSION

The RHRC is an independent institution imbued with probity and competence to promote, protect, uphold, and fulfil human rights in the Bangsamoro by empowering communities for the progressive realization of their rights, and ensure that those responsible comply with human rights standards towards transformative justice, peace and development.

PERFORMANCE PLEDGE

We, the officials and employees of the Regional Human Rights

Commission, commit to:

Render effective, efficient, and quality service with utmost courtesy from Mondays to Fridays, without noon break, from 8:00 a.m. to 5:00p.m. or

beyond, when necessary.

Immediately act and take corrective measures on your complaints upon receipt thereof, through our public assistance and complaint desks.

Give utmost value to every citizens comments, suggestions, and needs, including those with persons with special concern such as differently-abled,

pregnant women, senior citizens.

Help empower the public through 24/7 access to information on our policies, programs, activities and services through our website,

www.rhrc.armm.gov.ph.

Thoroughly comply with service standards, and provide with written explanations or personal visitation (if necessary) for any delay or

impediment in the delivery of frontline services.

Serve with aggressiveness and enthusiasm, and offer public-friendly service.

Upholding Human Rights, Sustaining Peace.

2 | P a g e

Contact Information

For inquiries, you may contact us at Public Assistance/Complaints Desk:

Regional Office/ Maguindanao Provincial Office

Postal Address 1F Japan-ARMM Friendship Hall and Training Center (JICA Building) ORG Compound, Gov. Gutierrez Avenue, Cotabato City

Direct Line

(064) 552 0436

Fax Number

(064) 552 0436

Email-Address

[email protected]

BaSulTa Sub-Regional Office

Postal Address

306 Fernado Compound, Sta. Maria, Zamboanga City

Direct Line

(062) 955 4423

Fax Number

(062) 955 4423

Email-Address

[email protected]

Lanao del Sur Provincial Office

Postal Address 2F Titanic Building, New Capitol Complex, Buadi Sacayo, Marawi City, Lanao del Sur

Email-Address

[email protected]

3 | P a g e

LIST OF FRONTLINE SERVICES

Request for Clearance for No Record of Human Rights Violation

Request for Technical Assistance Training and Resource Person

Request for Data, Statistics, Information, Documents and

Reference Material Provision

Request for Human Rights Violation Investigation

Request for the Conduct of Jail Visitation

Request for Legal and Other Assistance

4 | P a g e

Frontline Service : Request for Clearance for No Record of Human

Rights Violation

Clients : Uniformed/Organic Personnel of Police,

Military/Other Government Agencies

Requirements for PNP:

1. Photocopy of recent office Identification Card

2. Duly accomplished RHRC Clearance Application Form. The form can be obtained

at the Provincial Office or can be downloaded at RHRC website

www.rhrc.armm.gov.ph

3. 2 pieces passport size ID pictures in uniform with white background.

4. Duly accomplished PNP Personal Data Sheets (PDS). Please be specific if in

Maguindanao, Lanao del Sur, Basilan, Sulu or Tawi-Tawi province and indicate

the municipalities.

5. Item number 4 of RHRC Clearance Form (3 latest assignments)

6. Item number 8 of RHRC Clearance Form. Indicate the year and RHRC Provincial

Office if conducted by RHRC.

Requirements for AFP:


2. Duly accomplished RHRC Clearance Application Form (Clearance Form). The form can be obtained at the Provincial Office or can be downloaded at RHRC website www.rhrc.armm.gov.ph

3. 2 pieces passport size ID pictures in uniform with white background 4. SOI (Summary of Information) - Please be specific if in Maguindanao, Lanao del

Sur, Basilan, Sulu or Tawi-Tawi and indicate the municipalities. 5. Item number 4 of RHRC Clearance Form (3 latest assignments) 6. Item number 8 of RHRC Clearance Form. Indicate the year and RHRC Provincial

Office if conducted by RHRC.

Requirements for Other Government Agencies:


2. Duly accomplished RHRC Clearance Application Form. The form can be obtained at obtained at the Provincial Office or can be downloaded at RHRC website www.rhrc.armm.gov.ph

3. 2 pieces passport size ID pictures with white background 4. Duly accomplished Personal data sheets (PDS) 5. Service record

Schedule of Availability of Service :

Monday to Friday, 8:00 AM to 5:00 PM, No Noon Break

During Ramadhan, 7:30 AM to 3:30 PM, No Noon Break

Total/ Maximum Duration of Process :

1 working day, 5 hours and 55 minutes + travel time

5 | P a g e

How to Avail of the Service :

No. Client Step Agency Action

Office/ Person Responsible

Locati on of Office

Maximu m Duration of Step

1. Submit filled-up RHRC Clearance Application Form

Receive application for clearance

Administrative Staff Provinci al Office

5 minutes

Check for completeness of required documents


15 minutes

2. Receive information when to claim clearance

Inform the Client when to claim clearance


5 minutes

Verify existence of case record

Head of Office Provinci al Office

4 hours

Transmit the application for clearance to the Legal Division


4 hours + travel time (Maguinda nao: 1 day Lanao del Sur: 2 days Basilan: 3 days Sulu: 3 days Tawi- Tawi: 3 days)

Prepare Clearance/Certi fication of pending case or record of HRV

Process Server, Legal Division

Regiona l Office

30 minutes

Sign Clearance Chairperson/Commis sioner

Regiona l Office

30 minutes

Record the Clearance/Certi fication and Issue Control Number

Records Officer Regiona l Office

15 min

Transmit the Clearance/Certi ficate to the provincial office

Process Server Regiona l Office

4 hours + travel time (Maguinda nao: 1 day Lanao del Sur: 2 days Basilan: 3 days Sulu: 3 days Tawi- Tawi: 3 days)

6 | P a g e

3. Receive/Pick-up Clearance/Certifi cation and acknowledged receipt

Release Clearance/Certi fication


15 min

7 | P a g e

Date of Birth: Place of Birth:

Civil Status: Spouses Name (if married): Sex:

Current Rank/Position: Branch of Service:

AFP Serial No. PNP Badge No. Other gov't officers/private persons/other professionals Office ID or TIN:

Present Unit/Office Assignment:

Upholding Human Rights,

Sustaining Peace

APPLICATION FOR

RHRC CLEARANCE/ CERTIFICATION

1

(Last Name) (First Name) (Middle Name) 2

3

4

5 Previous AFP/PNP/Other Official Assignment and Position Held:

Position/Rank

Office/Place of Assignment

Period

From To

6 Address:

Home:

Tel/Mobile No.:

Office:

Tel/Mobile No.:

8 | P a g e

Frontline Service : Request for Technical Assistance---Training and

Resource Person

Clients : CSOs, NGOs, Government Agencies,

and Other Organizations

Requirements : Accomplished Training/Technical Assistance Request

Form (The form can be obtained at RHRC Regional

Office or can be downloaded at RHRC website

www.rhrc.armm.gov.ph) /Letter of Request

Schedule of Availability of Service:

Monday to Friday, 8:00 AM to 5:00 PM No Noon Break


Total/ Maximum Duration of Process : 1 working day, 3 hours


No. Client Step Agency Action Office/ Person Responsible

Location of Office

Maximum Duration of Step

1. Submit the duly accomplished Request Form/send request letter

Receive and evaluate request

Education, Communications and Linkages Division (ECLD)

G/F JICA Bldg., ORG Compound Cotabato City

30 minutes

Act on request Head of ECLD G/F JICA Bldg., ORG Compound Cotabato City

30 minutes

2. Coordinate training schedule

Prepare/schedule training program

ECLD G/F JICA Bldg., ORG Compound Cotabato City

2 hours

3. Coordinate mobilization

Mobilize resources


4 hours

4. Provide logistical support

Provide technical assistance or lecturer


4 hours

9 | P a g e

REQUEST FORM

Training Technical Assistance

Reference Number: Date:

Name of Requesting Party: _

Gender/Sex: [ ] Male [ ] Female Age: _

Address:

Occupation:

Organization:

Address of Organization:

Sector:[ ] Children [ ] Women [ ] Persons w/ Disability

[ ] Prisoners/Detainees [ ] Urban Poor [ ] Informal Labor Sector

[ ] Internally Displaced Persons [ ] Indigenous People

[ ] Migrant Workers [ ] Public Labor [ ] Private Labor

[ ] Elderly [ ] Youth [ ] Muslim

[ ] Peasant/Farmer/Fisherfolk [ ] LGBT

[ ] Law Enforcement [ ] Military

[ ] Others (Please specify)

(Please fill-up all or any of the blanks below)

Telephone:

Fax:

Cell Phone:

e-mail address:

Assistance Requested:

[ ] Training Module [ ] Training Module Development

[ ] Reference Materials [ ] Resource Person


RESOURCE PERSON EXPERTISE:

[

[

[

] Fundamentals of Human Rights

] Torture

] EJK/Enforced Disappearance

[

[

[

] Child Rights

] BHRAC

] UDHR

[ ] IHL

[ ] Intl HR

[ ] Womens Rights

System


Received by: Date Received:

Signature Over Printed Name

10 | P a g e

Frontline Service : Request for Data, Statistics, Information,

Documents and Reference Materials Provision

Clients : Individuals, CSOs, NGOs, Government Agencies and

other Organizations

Requirements : Accomplished Information, Statistics,

Documents and Reference Materials Request Form

(The form can be obtained at RHRC Regional Office

or can be downloaded at RHRC website

www.rhrc.armm.gov.ph) / Letter of Request




Total/ Maximum Duration of Process : 5 hours, 15 minutes


No. Client Step Agency Action

Office/ Person Responsible

Location of Office


1. Submit the duly accomplished Request Form/send request letter

Receive and evaluate request

Education, Communications and Linkages Division (ECLD)

G/F JICA Bldg.ORG Compound, Cotabato City

30 minutes

Act on request

Head of ECLD G/F JICA Bldg.ORG Compound, Cotabato City

30 minutes

Check availability

ECLD G/F JICA Bldg.ORG Compound, Cotabato City

4 hours

2. Receive item/data requested and acknowledged receipt

Release information/ Inform client

ECLD G/F JICA Bldg.ORG Compound, Cotabato City

15 minutes

11 | P a g e

REQUEST FORM

Information, Statistics, Documents and Reference Materials

Reference Number: Date: _

Name of Requesting Party: _

Gender/Sex: [ ] Male [ ] Female Age:

Address: _

Occupation:

Organization:


Sector: [ ] Children [ ] Women [ ] Persons w/ Disability

[ ] Prisoners/Detainees [ ] Urban Poor [ ] Informal Labor Sector

[ ] Internally Displaced Persons [ ] Indigenous People

[ ] Migrant Workers [ ] Public Labor [ ] Private Labor

[ ] Elderly [ ] Youth [ ] Muslim

[ ] Peasant/Farmer/Fisherfolk [ ] LGBT

[ ] Law Enforcement [ ] Military



Telephone:

Fax:

Nature/Purpose of Request:

Cell Phone:

e-mail address:

[ ] Research [ ] Training [ ] Policy Development

[ ] Dissemination [ ] Media [ ] HR Report/Situationer

[ ] Position Paper [ ] Advisory


Items Requested:

[ ] Poster [ ] Flyer [ ] Publication

[ ] RHRC Guidelines & Procedures

[ ] Video


[ ] Position Paper

[ ] HR Report/Situationer

[ ] Advisory

Received by: Date Received:

Released by: Date Released:

12 | P a g e

Frontline Service : Request for Investigation of Human Rights

Violation

Clients : Individual, CSOs, NGOs, Government

Agencies, and Other Organizations

Requirements:

1. Accomplished Complainant Form (The form can be obtained at RHRC

Provincial Offices or can be downloaded at RHRC website

www.rhrc.armm.gov.ph)


Monday to Friday 8:00 am - 5:00 pm, No Noon Break


Total/ Maximum Duration of Process: 2 hours and 20 minutes


No. Client Step

Agency Action Office/ Person Responsible

Location of Office


1.

Submit filled up application form

Receive complaint and record transaction

Investigator on Duty

Provincial Office

5 minutes

Preliminary Interview verifying the information on the application


Provincial Office

30 minutes

Report the result of the preliminary interview to the senior investigator


30 minutes

Forward to the head office the result of preliminary interview with recommendation

Senior Investigator

30 minutes

Act on the request

Head of Office

30 minutes

13 | P a g e

2. Receive notification and acknowledg

Notify the client on the result of the request

Head of Office

15 minutes

ed receipt

14 | P a g e


Sustaining Peace

RHRC FORM No: 001 CASE NUMBER:

C O M P L A I N A N T ' S D A T A NO. OF COMPLAINANTS LAST NAME FIRST NAME MIDDLE NAME NAME EXTENSION (Jr.,Sr.)

DATE OF BIRTH (mm/dd/yyyy) PLACE OF BIRTH CITIZENSHIP GENDER/SEXUAL

ORIENTATION

CIVIL STATUS AGE RANK (IF ANY)

ADDRESS (NO.& ST.) BARANGAY MUNICIPALITY CITY PROVINCE TEL NO.

EDUCATIONAL ATTAINMENT OCCUPATION RELIGION ETHNICITY SECTORAL

CLASSIFICATION

WHAT IS YOUR RELATIONSHIP WITH THE VICTIM?

( )FATHER ( )SON ( ) BROTHER

( )MOTHER ( ) DAUGHTER ( ) SISTER ( )OTHER, SPECIFY

IS THE COMPLAINANT A MEMBER OF AFP/PNP ( ) YES ( ) NO

IF YES GIVE PARTICULARS: BADGE/SERIAL NO.

BRANCH OF SERVICE ( ) PHIL. ARMY ( ) PHIL. AIR FORCE ( ) PHIL. NAVY

BATTALION/POLICE DISTRICT COMPANY/POLICE PRECINCT

(PROV'L) (STATION)

_____________________________________ __________________________________ ______

_____________________________________ __________________________________ ______

IF NO, CITE ORGANIZATION/IDEOLOGICAL AFFILIATION/S /POSITION ____________________________

( ) PHIL. NAT'L POLICE

DETACHMENT LOCATION

____________________________ ___________________________

____________________________ ___________________________ _______________________________________________________

ARE YOU FILLING THE COMPLAINT IN BEHALF OF AN ORGANIZATION? ( ) YES

NAME OF ORGANIZATION CONTACT PERSON

OFFICE ADDRESS TELEPHONE NO.

( ) NO

G E N E R A L I N F O R M A T I O N

COMPLAINTS/S (SPECIFY HRV CASE TYPE)

PLACE OF INCIDENT (NO.&ST.) BARANGAY MUNICIPALITY CITY PROVINCE DATE OF INCIDENT(mm/dd/y y y y )

HAVE YOU FILED THE COMPLAINT IN COURTS AND/OR OTHER AGENCIES (PROSECUTOR'S/FISCAL'S

OFFICE/RTC/MTC/JAGO/COURT MARTIAL/NAPOLCOM/PEOPLES LAW ENFORCEMENT BOARD, ETC.)? ( )YES ( )NO

IF YES GIVE PARTICULARS:

PRESIDING JUDGE HEARING

NAME OF COURT/AGENCY LOCATION/PLACE DATE FILED COURT DOCKET NO. OFFICER STATUS OF CASE

GIVE BRIEF PARTICULARS OF COMPLAINT/S:

15 | P a g e

Frontline Service : Request for the Conduct of Jail Visitation

Clients : Individuals, CSOs, NGOs, Government

Agencies, and Other Organizations

Requirements : Accomplished Jail Visitation

Request Form (The form can be

obtained at RHRC Regional Office or

can be downloaded at RHRC website

www.rhrc.armm.gov.ph) /Letter of

Request


Monday to Friday, 8:00 AM to 5:00 PM, No Noon

Break


Total/ Maximum Duration of Process : 2 working days and 5 hours



Location of Office

Maximu m Duratio n of Step

1. Submit the duly accomplished Jail Visitation Request Form/send letter of request

Receive/evaluate request


Provincial Office

30 minutes

Prepare administrative/ logistical requirements

Administrative Officer

Provincial Office

4 hours

2. Coordinate with Investigating team

Conduct jail visitation

Investigating team leader

Provincial Office

1 day

Prepare and submit report


Provincial Office

1 day

3. Receive information regarding the result of the jail visit

Inform client the result of the jail visit


Provincial Office

30 minutes

16 | P a g e

REQUEST FORM

Jail Visitation


Name of Requesting Party:


Address:

Organization:



Telephone: Cell Phone:

Fax: E-mail Address:

Inmate/s to be Visited:

Last Name

First Name

Middle Name

Prison Number

Jail to be Visited:

Location of Jail:

Brief description of complaint:

Inadequate food, maltreatment, sentence served, etc.)

Received by:


Date Received:

17 | P a g e

Frontline Service : Request for Provision of Legal and Other Assistance

Clients : Individuals, CSOs, NGOs

Requirements : Accomplished RHRC Request Form (The form can be

obtained at the RHRC Provincial Office or can be

downloaded at RHRC website www.rhrc.armm.gov.ph




Total/ Maximum Duration of Process : 2 hours, 45 minutes



Location of Office

Duration of Agency Activity

1. Submit filled- up RHRC Request Form

Receive request Investigator on Duty

Provincial Office

5 minutes

Evaluate the request and interview client


Provincial Office

30 minutes

Prepare and submit recommendation to the Head of Office

Senior Investigator

Provincial Office

1 hour

Act on Recommendation

Head of Provincial Office

Provincial Office

1 hour

2. Receive notification of request result

Notify client of result of request


10 minutes

18 | P a g e

REQUEST FORM

Legal and Other Assistance


Name of Requesting Party:


Address:

Organization:





Nature of Assistance Requested

[ ] Legal Assistance

[ ] Preparation of Document/s

[ ] Referral

[ ] Others, Please Specify:

Received by:


Assisted by:


Date Received:

Date Assisted:

19 | P a g e

CITIZENS FEEDBACK SYSTEM

We value your opinion and want to hear what you think about the quality of our service. We will use your feedback to improve our services.

If we havent met our commitments, we want to hear from you. Your

experience can help us improve our service to you and others. We want to know what you like about us and any suggestions about how we could do better.

We intend to serve you better. Please tell us how we have served you by

doing any of the following:

Talk to our Public Assistance and Complaints Desk (PACD) Officer at 1F,

Japan-ARMM Friendship Hall and Training Center, ORG Compound,

Cotabato City.

Get and fill up our simple Frontline Service Feedback Form available at

the PACD at 1F, Japan-ARMM Friendship Hall and Training Center,

ORG Compound, Cotabato City. Please drop the filled up form in our

designated box.

Send us your feedback through email ([email protected]) or fill up

the email form at our website (www.rhrc.armm.gov.ph).

Mail us at Office of the Executive Director, Regional Human Rights

Commission, 1F, Japan-ARMM Friendship Hall and Training Center,

ORG Compound, Cotabato City.

Text or Call us at 0916-768-5898 or Tel/Fax No. (064) 552-0436.

Be assured that we will act promptly on your complaints, comments and

suggestions.

We will appreciate your cooperation in helping us continuously improve

the delivery of our services to you.

20 | P a g e

REDRESS MECHANISM

Should there be any complaint/s/grievance/s about the requested services, please follow the simple steps:

1. Write or email us or fill up the feedback or complaint form. Please indicate the following:

a. Your complete name and signature b. Your complete address and contact numbers c. Date and time of incidence d. The specific grievance, acts or omissions committed/being

complained about where our official/employee has violated the RHRC Performance Pledge or Service Standards as indicated in this Charter

e. Whether you request for a preliminary investigation or suggest corrections/improvements

2. File complaint through the following means: a. Drop in the designated feedback/complaint box. b. Submit to PACD or Division Head of the person being

complained of c. Submit to the Human Resource Development Officer (HRDO)

at 2nd Floor, Japan-ARMM Friendship Hall and Training Center, ORG Compound, Cotabato City.

3. Attend the preliminary hearing immediately if filed through PACD, Division Head or HRDO or receive a notice of hearing on a scheduled date if filed through RHRCs feedback/complaint box or email.

Both parties will be given a chance to explain their side either through verbal or written explanation within 24 hours upon receipt of complaint.

4. Receive a notice or letter indicating the actions taken by RHRC on your

grievances, correcting the acts or omissions committed, or improving the

delivery of our services to the citizens thru email, fax or mail.

21 | P a g e


Sustaining Peace.

Republic of the Philippines

Autonomous Region in Muslim Mindanao

Regional Human Rights Commission

FRONTLINE SERVICE FEEDBACK FORM Frontline Services Availed:

[ ] Investigation and Monitoring [ ] Clearance [ ] Legal & Other Assistance

[ ] Training Technical Assistance [ ] Jail Visit

[ ] Information, Statistics, Documents & Reference Materials Provision

How would you rate the service/s extended by the RHRC? Promptness

[ ] Excellent [ ] Very Satisfactory [ ] Satisfactory

[ ] Fair [ ] Unsatisfactory

Quality

[ ] Excellent

[ ] Fair

[ ] Very Satisfactory

[ ] Unsatisfactory

[ ] Satisfactory

Attitude of Frontline Service Employee

[ ] Courteous

[ ] Accommodating

[ ] Pleasant

[ ] Discourteous

[ ] Dishonest

[ ] Others (specify)

Do you have any complaint regarding the service/s rendered?

What do you suggest we should do to improve our services?

Clients Name (Optional):

Date:

Contact Detail:

(Please fill-up or any of the blanks below)



22 | P a g e

AUTOMATIC EXTENSION OF LICENSES, PERMITS AND AUTHORITIES

If the government office or agency fails to act on an application and/or

request for renewal of a license, permit or authority subject to renewal within

the prescribed period, said permit, license or authority shall automatically be

extended until a decision or resolution is rendered on the application for

renewal. In this instance, the applicant shall be informed prior to the

expiration of the original period that more time is required to evaluate the

application or request. No automatic extension or extension shall apply to an

expired permit, license, or authority covers activities which pose danger to

public health, public safety, public morals, or public policy including but not

limited to, national resource extraction activities.

(Rule VI, Section 6 of the Implementing Rules and Regulations of the

Republic Act No. 9485, An Act to Improve Efficiency in the Delivery of

Government Service to the Public by Reducing Bureaucratic Red Tape,

Preventing Graft and Corruption, and Providing Penalties Therefor)

APPROVED BY:

ATTY. ALGAMAR A. LATIPH ALIKHAN O. ABUAT Chairperson Commissioner