Citizen's Charter

Service Pledge and Quality Policy Statement

"We are committed to provide quality, prompt, and courteous service from Mondays to Fridays, 8:00 a.m. to 5:00 p.m., without noon break.“We, the officials and staff members of the Philippine Commission on Women, are committed to:

Provide appropriate, strategic, and effective technical assistance on gender mainstreaming to develop the institutional capabilities of the bureaucracy and its partners;

Continue to advocate and develop gender-responsive policies and plans; and

Work towards the full realization of the Magna Carta of Women and gender-related laws through effective, timely, and accurate monitoring and evaluation of their implementation.

To achieve these commitments, we shall endeavor to continuously improve our services to the satisfaction of our clients and partners and in adherence to our core values of passion for excellence, professionalism, integrity, teamwork, and accountability.”

Feedback and Redress Mechanisms

For our Clients and Partners:
We value your opinion and feedback on the services we provide. Please help us improve our services by giving us your feedback using any of the following means:

  1. Fill out the Client Request Form (CRF) and Client Feedback Form (CFF). Give the completed CRF to the PCW Staffer who shall be assisting you and drop the CFF in the suggestion box located at the PCW lobby;
  2. Send us an email at edo@pcw.gov.ph;
  3. Leave a message on our Facebook account: www.facebook.com/philippine.commission.on.women; or on the PCW website: www.pcw.gov.ph.

Front Line Services

PCW is committed to provide the following major frontline services to help the government and the general public:

I. Response to the Queries/Requests for Information on GAD matters (including requests for IEC materials);
II. Referral to the Service Providers regarding concerns on women’s human rights [including referrals for Violence Against Women (VAW)-related cases]; and
III. Response to the Requests for Technical Assistance on Gender Mainstreaming for Government Instrumentalities.

Type of Frontline Services Fees Forms Processing Time Person In-Charge
I. Response to the Queries/Requests for Information on GAD matters (including requests for IEC materials) None Client Request Form (CRF )and Client Feedback Form (CFF) Walk-in: 15-120 minutes
Phone: 15-30 minutes
Email/Website/Facebook: 3 days
Information Desk Officer/Information Officer II, Information Resource Management Division (IRMD)
II. Referral to the Service Providers regarding concerns on women’s human rights (including referrals for VAW-related cases) None CRF and CFF Walk-in: 15-120 minutes
Phone: 15-30 minutes
Email/Website/Facebook: 3 days
Information Desk Officer/Information Officer II, Information Resource Management Division (IRMD)
III. Response to Requests for Technical Assistance on Gender Mainstreaming for Government Instrumentalities None TA evaluation form(TAEF)
Logbook
Walk-in: 30-120 minutes
Phone: 15-30 minutes
Letter/Email/: within 2 days for simple request; within 7 days for complex request
Assigned Technical Officers from Technical Services Division (TSD), Monitoring and Evaluation Division(MED) and Policy Development and Advocacy Division (PDAD)

 

I. Response to Queries/Information Assistance on GAD matters (including request for IEC materials)

Schedule of Availability of Service Who May Avail of the Service What are the requirements Processing Time Person In-Charge
Monday to Friday
8:00 a.m. - 5:00 p.m.
without noon break
General Public
Government Instrumentalities
None
Letter (if requesting for copies of GAD materials)
a)For walk-in clients: 15-120 minutes
b)For phone queries: 15-30 minutes
c)For email/website/Facebook queries: 3 working days
Information Desk Officer/Information Officer II, Information Resource Management Division

 

How to Avail of the Service a) FOR WALK IN CLIENTS

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1 Fill out the Client Request Form (CRF) and give it to the PCW Staff member providing the assistance.

Provide necessary information/referral assistance to queries.

Walk-in:
15-120 minutes

Information Desk Officer/Information Officer II, IRMD None

Request Form (CRF)

2 Drop the accomplished Client Feedback Form (CFF) at in the Suggestion Box located at the PCW lobby.

 

 

   

Client Feedback Form (CFF)

END OF TRANSACTION

How to Avail of the Service b) FOR TELEPHONE INQUIRIES

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1

Call the PCW Trunk lines: 736-5249, 736-7712,  local 122  and provide the necessary details. 

Provide the information/referral assistance needed 

15-30 minutes

Information Desk Officer/Information Officer II, IRMD None

Logbook

END OF TRANSACTION

How to Avail of the Service c) INQUIRIES FROM EMAIL, WEBSITE, AND FACEBOOK

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1 Provide the necessary details about the client and inquiry.

Forward the request to the Records Section for recording in the Document Tracking System (DTS)

30 minutes upon receipt

Information Desk Officer/Information Officer II, IRMD None

Document Tracking System (DTS)

2   Acknowledge and/or reply to the queries and provide the requested client. 3 working days

 

Information Desk Officer/Information Officer II, IRMD  

Reply-letter

END OF TRANSACTION

 

II.    Referral to the Service Providers regarding concerns on women's human rights  (including referrals for VAW-related cases)

Schedule of Availability of Service Who May Avail of the Service What are the requirements Processing Time Person In-Charge
Monday to Friday
8:00 a.m. - 5:00 p.m. without noon break
General Public None a) For walk-in clients: 15 minutes
b) For phone queries: 15-30 minutes
c) For email/website/ Facebook queries: 3 working days

Information Desk Officer/Information Officer II,Information Resource Management Division

 

How to Avail of the Service a) FOR WALK IN CLIENTS

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1

Fill out the Client Request Form (CRF) and give it to the PCW Staff member providing the assistance.

Provide the information/referral assistance needed.

15-120 minutes

Information Desk Officer/Information Officer II, IRMD None

Request Form (CRF)

END OF TRANSACTION

How to Avail of the Service b) FOR TELEPHONE INQUIRIES

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1

Call the PCW Trunk lines: 736-5249 and 736-7712, local 122, and provide the necessary details.

Provide the information/referral assistance needed.

15-30 minutes

Information Desk Officer/Information Officer II, IRMD

None

Logbook

END OF TRANSACTION

How to Avail of the Service c) INQUIRIES FROM EMAIL, WEBSITE, AND FACEBOOK

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1

Provide the necessary details about the client and the inquiry.

Forward the request to the Records Section for recording in the Document Tracking System (DTS).

30 minutes upon receipt

Information Desk Officer/Information Officer II, IRMD

None

Document Tracking System (DTS)

2  

Acknowledge and/or reply to the queries and/or provide the requested referral assistance to the client.

3 working days

Information Desk Officer/Information Officer II, IRMD

 

Reply-letter

END OF TRANSACTION

 

II.     Response to Queries on Technical Assistance on Gender Mainstreaming for Government Instrumentalities

Schedule of Availability of Service Who May Avail of the Service What are the requirements Processing Time Person In-Charge
Monday to Friday
8:00 a.m. - 5:00 p.m.
  • National and Sub-national Government Agencies

  • State Universities and Colleges

  • Government-Owned and Controlled Corporations 

  • Judiciary

  • Congress

  • Constitutional Bodies

  • Local Government Units

For Walk-in: None

 

For Phone: None

 

For email/website/Facebook queries: Official Letter of Request for Technical Assistance

30 minutes

 

15-30 minutes 

 

1-3 working days for simple requests and 1-7 days for complex requests

Assigned Technical Officers from TSD, MED and PDAD

How to Avail of the Service a) FOR WALK IN CLIENTS

Step Client Service Provider Duration of Activity Officer-in-Charge Fees Form
1

Proceed to the Information Desk Officer/Information Officer II, IRMD

Inquire on the nature of the request to determine the appropriate PCW division to refer to. 

1-5 minutes

Information Desk Officer/Information Officer II, IRMD None

Client Request Form (CRF)

2

Proceed to the office of the responding PCW Division

TSD –4th floor, Annex  Building

MED –3rd floor, Annex Building

PDAD –2nd floor, Main Building

Review the nature of the request and provide the necessary information and/or technical assistance.

30 minutes or beyond (depending on the clients’needs)

Assigned Technical Officers from TSD, MED, and PDAD None

Client Request Form (CRF)

3

Accomplish and drop the Technical Assistance Evaluation Form in the Suggestion Box located at the PCW Lobby.

Provide the client with a printed copy of the Technical Assistance Evaluation Form.

1-2 minutes

Assigned Technical Officers from TSD, MED, and PDAD None

Technical Assistance Evaluation Form (TAEF)

END OF TRANSACTION

How to Avail of the Service b) FOR TELEPHONE INQUIRIES

Step Client Service Provider Duration of Activity Person in Charge Fees Form
1

Contact the PCW Technical Services Division at 735-8917

or the PCW Trunk lines: 736-5249, 736-7712, local 119  

Accept the call and record the nature of the request or inquiry.

Refer to the concerned Technical Officer to respond to the inquiry on GAD- related TA.

1-5 minutes

Administrative Officer of the concerned division. None

Logbook

2  

Provide the necessary information and/or referral for needed assistance from other service providers.  Record action taken in the TA logbook.

10-30 minutes

Assigned Technical Officer of the concerned division

None Logbook
END OF TRANSACTION

How to Avail of the Service c) INQUIRIES FROM EMAIL, WEBSITE, AND FACEBOOK

Step Client Service Provider Duration of Activity Officer-in-Charge Fees Form
1

Send the query or request to PCW via:

Email:

edo@pcw.gov.ph

Facebook:

www.facebook.com/philippine.commission.on.women

Website:

www.pcw.gov.ph

Check the nature of the request and input it in the Document Tracking System (DTS).  

5-10 minutes

Email/Fax: Executive Support Group with the Records Officer

Facebook:

Information Desk Officer/Information Officer II, IRMD

 

Website:

Webmaster

None

Document Tracking System (DTS)

2  

Provide the necessary information and/or referral for needed assistance from other service providers.  Update the DTS for the actions taken.

1-3 working days for a simple request

 

1-7 working days for a complex request

Assigned Technical Officer of the concerned division

None

Document Tracking System (DTS)

END OF TRANSACTION

Forms

Client Request Form

 

Client Feedback Form

Directory of Officials

PCW Commissioners

Downloads: