Pag-IBIG Fund

CCCiiitttiiizzzeeennn’’’sss CCChhhaaarrrttteeerrr June 2014

PURCHASE OF AN ACQUIRED ASSET (In compliance with Republic Act 9485 on the Anti-Red Tape Act of 2007)

2

CREATION OF Pag-IBIG Fund

The birth of Home Development Mutual Fund (HDMF), more popularly known as the Pag-IBIG Fund, was an answer to the need for a national savings program and an affordable shelter financing for the Filipino worker. The Fund was established on 11 June 1978 by virtue of Presidential Decree No. 1530 primarily to address these two basic yet equally important needs. Under the said law, the Social Security System (SSS) shall administer the funds of private employees, while the Government Service Insurance System (GSIS) shall administer the funds of government employees. Less than a year after on 1 March 1979, Executive Order No. 527 was signed. The order directed transferring the administration of the Fund to the National Home Mortgage Finance Corporation (NHMFC), which was one of the operating agencies of the then Ministry of Human Settlements. Seeing the need to further strengthen the stability and viability of the two funds, Executive Order No. 538 was issued on 4 June 1979, merging the funds for private and government personnel into what is now known as the Pag-IBIG Fund. However, it was only on 14 December 1980 when Pag-IBIG was made independent from the NHMFC with the signing of PD 1752, which is recognized as the Pag-IBIG Fund Charter. With the improved law in effect, the Fund’s rule-making power was vested in its own Board of Trustees. Likewise, PD 1752 made Pag-IBIG membership mandatory for all SSS and GSIS member-employees. Months after former President Corazon C. Aquino assumed leadership of the country, Pag-IBIG contributions were suspended from May to July 1986. On 1 August 1986, former President Aquino directed the resumption of Pag-IBIG membership under Executive Order No. 35. Membership was still on a mandatory basis but under more liberal terms. The employee and employer contribution rates were reduced, and the Maximum Fund Salary was raised from P3,000 to P5,000. 1 January 1987 marked the return of the Pag-IBIG Fund to a voluntary program under Executive Order No. 90. It was during the years as a voluntary fund that Pag-IBIG introduced innovative benefit programs that heeded the calls for expansion of membership, and addressed the immediate financial as well as housing needs of its members. After eight years as a voluntary fund, Pag-IBIG membership reverted to mandatory on 17 June 1994 when President Fidel V. Ramos signed Republic Act 7742. The new law became effective on 1 January 1995. More than a decade after RA 7742 was implemented, the Pag-IBIG Fund continues to be a strong partner in realizing Filipino workers’ dreams. Recognizing Pag-IBIG Fund’s contributions and the need to further strengthen its capability as the biggest source of housing finance in the country to date, President Gloria Macapagal-Arroyo signed into law Republic Act No. 9679 or the Home Development Mutual Fund Law of 2009 on 21

3

July 2009, and making Pag-IBIG membership mandatory for all, including Filipinos employed by foreign-based employers. Now more than ever, Filipino workers will enjoy the benefits that are available only to Pag-IBIG members.

Pag-IBIG is an acronym which stands for Pagtutulungan sa Kinabukasan: Ikaw, Bangko, Industriya at Gobyerno. To this day, the Pag-IBIG Fund continues to harness these four sectors of the society to work together towards providing Fund members with adequate housing through an effective savings scheme.

VISION

For every Filipino worker to save with Pag-IBIG Fund and to have a decent shelter.

MISSION

To generate more savings from more Filipino workers, to administer a sustainable Fund with integrity, sound financial principles, and with social

responsibility, and to provide accessible funds for housing of every member.

VALUES

The governing values that will steer the Pag-IBIG Fund in pursuit of its vision

include Integrity, Excellence, Professionalism, and Service.

4

GUIDELINES IMPLEMENTING THE Pag-IBIG FUND ACQUIRED ASSETS DISPOSAL PROGRAM

To ease up the burden of the Pag-IBIG members, assist delinquent borrowers and to provide shelter affordable to Pag-IBIG members, the Pag-IBIG Fund is carrying out a more liberalized scheme on the disposal of its acquired properties through the Guidelines Implementing the Pag-IBIG Fund Acquired Assets Disposal Program. Under this program, the Fund’s acquired assets are put up for sale where downpayment is not required from any interested buyer upon purchase. The interested buyer may purchase his chosen property through any of the following modes of payment:

Cash Payment - the price of the acquired asset must be paid in full within 30 calendar days from receipt of the Notice of Approval of Sale (NOAS). No interest is charged. Installment Payments - the price of the acquired asset shall be paid in equal monthly installments where the maximum term is up to 12 months. It shall be charged with the prevailing market-based interest rate. Pag-IBIG Housing Loan - the price of the acquired asset shall be paid through the availment of Pag-IBIG Housing Loan. The buyer is required to file his Pag-IBIG Housing Loan Application and pay the incidental expenses within 30 calendar days from receipt of the Notice of Approval (NOA).

In addition, discounts are given to interested buyers who will purchase an acquired asset depending on his chosen mode of payment.

Mode of Payment Discount

Cash/Installment 30%

Housing Loan 25%

This program is open to all interested buyers, former owners/original borrowers or present occupants of Pag-IBIG Fund acquired assets.

5

PURCHASE OF AN ACQUIRED ASSET UNDER THE “Pag-IBIG Fund ACQUIRED ASSETS DISPOSAL” PROGRAM

(Through Cash Basis or Installment) (Simple Transaction)

Schedule of Availability of Service Monday to Friday, 8:00 am - 5:00 pm

(No Noon Break)

Processing Time (Through Cash Basis)

5 working days - From date of payment of reservation fee up to

issuance of Notice of Approval of Sale

15 working days - From receipt of full payment up to release of title

Processing Time

(Through Installment)

5 working days - From date of payment of reservation fee up to issuance of Notice of Approval of Sale

15 working days - From date of issuance of Notice of Approval of Sale up to signing of Deed of Conditional Sale

15 working days - From receipt of last installment payment up to release of title

Required Fee

P1,000.00 - Reservation Fee (non-refundable)

Basic Requirements

1. Offer to Purchase (OP) 2. Reservation Form (RF)

6

Procedure

Stage 1: Inspect Property, Submit Offer to Purchase and Pay Reservation Fee

STEP 1

15 minutes

Select and inspect the desired property to purchase.

NOTE: The list of acquired assets for sale is available at the bulletin board at Pag-IBIG NCR/Housing Business Center/Members Services Branch and downloadable from the Pag-IBIG website, www.pagibigfund.gov.ph.

Submit Offer to Purchase (OP, 2 copies) and Reservation Form (RF) to Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/ Loans Management (Small Housing Business Center)/ Members Services Branch.

Get Payment Order Form (POF, 2 copies) for reservation fee.

Person Responsible

Marketing Specialist/ Members Services

Officer III

STEP 2

3 minutes

Present POF (2 copies) and pay reservation fee at Cash-Collection Division-Billing and Collection Department II (Loans Support Services)/Cash and Administrative Services Division-Technical and Admin Support/Members Services Branch.

Get Pag-IBIG Fund Receipt (PFR, copy 1) and POF (copy 1).

Cashier II

STEP 3

3 minutes

Present PFR (photocopy) representing payment of reservation fee and get duly acknowledged OP (copy 2) from Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center)/Members Services Branch.

Expect telephone/cellphone call on the approval.

Marketing Specialist/ Members Services

Officer III

STEP 4

3 minutes

Upon approval of offer, get Notice of Approval of Sale through Cash/Installment (NOAS) and sign the “Conforme” portion of NOAS.

NOTES: 1. Come back to Pag-IBIG Fund for payment of the

purchase price within thirty (30) calendar days from receipt of NOAS.

Marketing Specialist/ Members Services

Officer III

7

2. In case of change in mode of payment, accomplish and submit Request for Change in Mode of Payment not later than ten (10) working days prior to expiration of the approved payment term.

Stage 2: Pay the Purchase Price/Monthly Installments

STEP 1 3 minutes

Get Payment Order Form (POF, 2 copies) for payment of the approved purchase price/monthly installment due at Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center)/Members Services Branch.

Person Responsible

Marketing Specialist/ Members Services

Officer III

STEP 2 3 minutes

Present POF (2 copies) and pay purchase price/monthly installment due at Cash-Collection Division-Billing and Collection Department II (Loans Support Services)/Cash and Administrative Services Division-Technical and Admin Support/Members Services Branch.

Get Pag-IBIG Fund Receipt (PFR, copy 1) and POF (copy 1).

Cashier II

STEP 3 3 minutes

Present PFR (payment of purchase price/payment of final monthly installment due upon payment of the last monthly installment due) to Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/ Loans Management (Small Housing Business Center)/Members Services Branch.

Expect telephone/cellphone call on the availability of Deed of Absolute Sale (DOAS). NOTE: Come back to Pag-IBIG Fund after the following period for signing and notarial of DOAS: 3 working days - for Cash Payment 5 working days - for Local Personal/Manager’s

Check 7 working days - for Regional Personal/Manager’s

Check

Marketing Specialist/ Members Services

Officer III

8

STEP 4 12 minutes

Upon receipt of call, get and sign DOAS (6 copies) at Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center).

Submit notarized DOAS (5 copies) and get the following documents: - TCT/CCT (photocopy) - DOAS (copies 1 and 2) - Original Receipt (OR) of Expanded Withholding Tax

(EWT) or Certification on Tax Exemption - Tax Declaration - Real Estate Tax Receipts - Deed of Assignment, if applicable NOTES: 1. The Buyer shall be responsible for the payment of

Documentary Stamp Tax (DST). 2. Expect telephone/cellphone call on the availability of

title for release.

Person Responsible

Marketing Specialist/ Members Services

Officer III

Stage 3: Get the Title

STEP 1 5 minutes

Upon receipt of call on the availability of title for release, present DOAS and 2 valid IDs (refer to page 16), and get original TCT/CCT from Securities and Mortgage Custodianship Division-Treasury Department/Cash and Administrative Services Division-Technical and Admin Support. NOTES: 1. The buyer shall be the one to get the Certificate

Authorizing Registration (CAR) from the Bureau of Internal Revenue (BIR).

2. For registration and transfer of title, please refer to the Guide on the Registration and Transfer of Title in the Name of the Buyer on page 9.

Person Responsible

Document Securities Analyst III/Securities

Custodian II

END OF TRANSACTION

9

NOTE: The following period are excluded in the determination of the maximum processing time:

Through Cash Basis

30-day period given to Pag-IBIG member for full payment of the purchase price reckoned from date of receipt of the Notice of Approval of Sale

3 working days for clearing of Local Personal/Manager’s Check 7 working days for clearing of Regional Personal/Manager’s Check

Through Installment

Payment period given to Pag-IBIG member for payment of the monthly installments reckoned from the date of signing of Deed of Conditional Sale

3 working days for clearing of Local Personal/Manager’s Check 7 working days for clearing of Regional Personal/Manager’s Check

GUIDE ON THE REGISTRATION AND TRANSFER OF TITLE IN THE NAME OF THE BUYER

A. Proceed to Bureau of Internal Revenue (BIR) that has jurisdiction over the

property:

- Present the Deed of Absolute Sale (DOAS). - Request computation of Documentary Stamps. - Pay the Documentary Stamps at designated bank. - Present bank receipt. - Request issuance of Certificate Authorizing Registration (CAR).

B. Proceed to Registry of Deed (RD) that has jurisdiction over the property:

- Present the following documents: * Certificate Authorizing Registration (CAR) * Deed of Absolute Sale (DOAS)

- Pay transfer tax and registration fees. - Request for the following:

* Issuance of new Title under buyer’s name * Certified true copy of new title * DOAS stamped received

C. Proceed to Assessor’s Office that has jurisdiction over the property:

- Present new title. - Pay fees for the issuance of new tax declaration under the buyer’s name for lot and

house, if applicable. - Secure copy of the new Tax Declaration for lot and house, if applicable.

10

PURCHASE OF AN ACQUIRED ASSET UNDER THE “Pag-IBIG Fund DISPOSAL OF ACQUIRED ASSETS” PROGRAM

(Through Housing Loan) (Complex Transaction)

Schedule of Availability of Service Monday to Friday, 8:00 am - 5:00 pm

(No Noon Break)

Processing Time

30 working days - From date of payment of reservation fee up to issuance of Notice of Approval (NOA)

15 working days - From payment of the required fees up to signing of required loan documents

Required Fees

1. P1,000.00 - Reservation fee (non-refundable) 2. Incidental Expenses (to be paid within 30 days upon

receipt of NOA): a. P2,000 additional processing fee b. Required Equity (if any) c. 1-year Insurance Premium

Basic Requirements

1. Offer to Purchase (OP) 2. Reservation Form (RF) 3. Membership Status Verification Slip (MSVS) 4. Housing Loan Application (HLA) 5. Additional Requirements (Refer to pages 15 to 16)

11

Procedure

Stage 1: Inspect Property, Submit Offer to Purchase with Housing Loan Requirements and Pay Reservation Fee

STEP 1

15 minutes

Select and inspect the desired property to purchase.

NOTE: The list of acquired assets for sale is available at the bulletin board at Pag-IBIG NCR/Housing Business Center/Member Services Branch and downloadable from the Pag-IBIG website, www.pagibigfund.gov.ph.

Get and accomplish the following:

- Offer to Purchase (OP, 2 copies) - Reservation Form (RF) - Membership Status Verification Slip (MSVS) - Housing Loan Application (HLA, 2 copies) - Checklist of Requirements

Submit accomplished OP (2 copies), RF, HLA (2 copies) and complete housing loan requirements to Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center)/Members Services Branch.

NOTE: Prior to submission of loan application, the member-applicant must be registered on-line and with Pag-IBIG Membership Identification (MID) Number or Registration Tracking Number (RTN).

Get Payment Order Form (POF, 2 copies) for the payment of reservation fee and/or lump sum payment of membership savings (MS), if applicable.

Person Responsible

Marketing Specialist/ Members Services

Officer III

STEP 2

3 minutes

Present POF (2 copies) and pay the reservation fee and/or lump sum payment of MS, if applicable at Cash-Collection Division-Billing and Collection Department II (Loans Support Services)/Cash and Administrative Services Division-Technical and Admin Support/Members Services Branch.

Get Pag-IBIG Fund Receipt (PFR, copy 1) and POF (copy 1).

Cashier II

12

STEP 3

3 minutes

Present PFR (photocopy) to Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/ Loans Management (Small Housing Business Center)/Members Services Branch representing payment of reservation fee and get duly acknowledged OP (copy 2) and Acknowledgement Receipt (AR, copy 1) for housing loan application.

Expect telephone/cellphone call on the approval/disapproval. NOTE: The Marketing Specialist of Acquired Assets Management or Members Services Officer III of Loans Management and Recovery (Housing Business Center) shall inform you thru telephone/cellphone of any findings on the Credit Investigation within five (5) working days.

Person Responsible

Marketing Specialist/ Members Services

Officer III

STEP 4

3 minutes

For approved application, sign “Conforme” portion of Notice of Approval (NOA) and Disclosure Statement of Loan Transaction (DSLT) and get NOA (copy 1) and DSLT (copy 1). NOTE: Come back to Pag-IBIG Fund for payment of required fees within 30 calendar days from receipt of NOA.

For disapproved application, sign “Conforme” portion of Notice of Disapproval of Sale (NODS) and get NODS (copy 1) and housing loan requirements submitted.

Marketing Specialist/ Members Services

Officer III

Stage 2: Pay the Required Fees and Sign Loan Documents

STEP 1 3 m

inutes

Get Payment Order Form (POF, 2 copies) at Marketing and Sales-Task Force-Acquired Assets Management/ Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center)/Members Services Branch for payment of the following required fees: - Required Equity (if any) - 1-year Insurance Premiums - P2,000 Processing Fee - Notarial Fee (if applicable)

Person Responsible

Marketing Specialist/ Members Services

Officer III

13

STEP 2 3 minutes

Present POF (2 copies) and pay the required fees at Cash-Collection Division-Billing and Collection Department II (Loans Support Services)/Cash and Administrative Services Division-Technical and Admin Support/Members Services Branch.

Get Pag-IBIG Fund Receipt (PFR, copy 1) and POF (copy 1).

Person Responsible

Cashier II

STEP 3

12 minutes

Present PFR (payment of required fees) to Marketing and Sales-Task Force-Acquired Assets Management/ Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans Management (Small Housing Business Center)/Members Services Branch and sign the following documents: - Deed of Conditional Sale (DCS) - Promissory Note (PN)

Submit the signed DCS and PN.

Marketing Specialist/ Members Services

Officer III

Expect telephone/cellphone call on the takeout date of

the loan. NOTES: 1. The first monthly installment shall commence on the

month immediately following the takeout date of the loan.

2. Upon loan take-out, the borrower shall: - Pay Real Estate Property Tax (REPT) every year. - Pay membership savings based on upgraded rate

corresponding to the approved loan amount, if applicable, and every month thereafter until full settlement of obligation.

3. The title shall be released upon full payment of the housing loan.

For payment of housing loan amortization thru salary deduction, present Authority to Deduct duly received by the Billing and Collection Department/Loans Management and Recovery (Housing Business Center).

For payment of HL amortization thru Post-Dated Checks (PDCs), issue 12 PDCs to cover the 1 year monthly amortization at Cash-Collection Division-Billing and Collection Department II (Loans Support Services)/Cash and Administrative Services Division-Technical and Admin Support.

Marketing Specialist/ Members Services

Officer III

14

NOTES: 1. Upon consumption of 10 PDCs, issue 12 new PDCs

(exclusive of the remaining 2 PDCs). 2. You may claim your Pag-IBIG Fund Receipts at the

Pag-IBIG Branch where you issued your PDCs.

END OF TRANSACTION

NOTE:

The 30-day period given to Pag-IBIG member for payment of the required fees from receipt of Notice of Approval (NOA) is excluded in the determination of the maximum processing time.

15

DOCUMENTS REQUIRED UPON LOAN APPLICATION

1. Offer to Purchase (2 copies) 2. Housing Loan Application (2 copies) with recent ID photos of borrower 3. Membership Status Verification Slip (MSVS) 4. Income Documents:

For Locally Employed, any of the following: a. Notarized Certificate of Employment and Compensation (Employer’s format) and

for government employees one (1) month payslip, within 3 months prior to date of loan application

b. Latest Income Tax Return (ITR) for the year immediately preceding the date of loan application, with attached W2 form, stamped received by the BIR/Certificate of Tax Withheld (BIR Form No. 2316)

For Self Employed/Other Sources of Income, any of the following: c. ITR, Audited Financial Statements, and Official Receipt of tax payment from bank

supported with DTI Registration and Mayor’s Permit/Business Permit d. Commission Vouchers reflecting the issuer’s name and contact details (for the

last 12 months) e. Bank Statements or passbook for the last 12 months (in case income is sourced

from foreign remittances, pensions, etc.) f. Copy of Lease Contract and Tax Declaration (if income is derived from rental

payments) g. Certified True Copy of Transport Franchise issued by appropriate government

agency (LGU for tricycles, LTFRB for other Public Utility Vehicle or PUVs) h. Certificate of Engagement issued by owner of business i. Other document that would validate source of income For Overseas Filipino Workers (OFW), any of the following: j. Photocopy of Employment Contract (with English translation if in foreign

language) k. Original Employer’s Certificate of Income (with English translation if in foreign

language). If document submitted is photocopy, it shall be duly validated and certified/initialed by Pag-IBIG Fund Information Officer assigned in the country where the member works.

l. Other Proofs of Income, whether original or photocopy, shall be duly validated and certified/initialed by Pag-IBIG Fund Information Officer assigned in the country where the member works.

5. Photocopy (back-to-back) of one (1) valid primary ID of Principal Borrower and Spouse, Co-Borrower and Spouse, and Attorney-In-Fact, if applicable. The same ID must be presented during the conduct of borrower’s validation.

6. Authorization to Conduct/Credit Background Investigation 7. For OFW members, Special Power of Attorney notarized prior to date of departure

or duly certified and authenticated by the Philippine Embassy or Consulate in the country where the member is staying, if abroad. If SPA is without the red ribbon of Consulate Office, the SPA must have a duly stamped notarial seal.

8. Protection Coverage a. Health Statement Form (Medical Questionnaire)

16

OFW members over 60 years old Loans over P2.0 M to P6.0 M and for borrowers aged up to 60 years old

b. Health Statement Form (Medical Questionnaire) and Full Medical Examination Borrowers over 60 years old

9. Marriage Contract (For all married borrower/s, co-borrower/s, spouse, family member/s included on the computation of aggregate income)

10. Birth Certificate or any proof of relationship, if with co-borrower/s or family member/s included on the computation of aggregate income

11. For new member or member with less than the required number of membership savings, photocopy of Pag-IBIG Fund Receipt (PFR) representing lump sum payment of membership savings

12. Approved letter request to re-avail of a Pag-IBIG housing loan (for member/s with housing loan that was foreclosed, cancelled, bought back due to default or subjected to dacion en pago).

NOTE: The pro-forma Housing Loan Application and Health Statement Form (Medical Questionnaire) is available at Marketing and Sales-Task Force-Acquired Assets Management/Housing Business Center/Members Services Branch or downloadable from the Pag-IBIG website, www.pagibigfund.gov.ph.

LIST OF VALID IDs ACCEPTABLE TO THE FUND

1. Company ID 2. Passport, issued by the Philippine or Foreign Government 3. Driver’s License 4. Professional Regulation Commission (PRC) ID 5. Social Security System (SSS) Card 6. Government Service Insurance System (GSIS) e-Card 7. Government Office and GOCC ID, e.g. Armed Forces of the

Philippines (AFP) ID 8. Integrated Bar of the Philippines (IBP) ID 9. Senior Citizen Card 10. Overseas Workers Welfare Administration (OWWA) ID 11. Overseas Filipino Worker (OFW) ID 12. Seafarer’s Identification and Record Book (SIRB) 13. Postal ID 14. Voter’s ID

17

HANDLING MEMBER’S SUGGESTION

To our Valued Members/Customers: Your opinion is of great importance to us. You may send us your suggestions, complaints or any concern through any of the following: Servicing Counters You may visit our servicing counters stationed at Pag-IBIG branches. For NCR provident-related concerns, please visit the Pag-IBIG Branch maintaining your records. However, for NCR housing-related concerns, you may visit us at 2/F, 409 JELP Business Solutions Bldg., Shaw Boulevard, Mandaluyong City. For those in the regions, you may raise both your provident and housing related concerns to the branch maintaining your records. Forms Please accomplish the Member Care Feedback Form (MCFF, HQP-PRF-002). This form is available at various counters of any Pag-IBIG Fund Branch. Letters Letters may be sent to:

The Member Relations Department

2/F, 409 JELP Business Solutions Bldg. Shaw Boulevard, Mandaluyong City

You may also send your letters directly to the concerned Pag-IBIG Branch, addressed to the Office of the Manager. E-mails E-mails may be sent to publicaffairs@pagibigfund.gov.ph. You shall receive a confirmation message that your email has been forwarded to the concerned branch/department for appropriate reply and/or action. Pag-IBIG Hotline For your immediate concerns, you may also reach us at 724-4244 (Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week). However, you may also call the Marketing and Sales-Task Force-Acquired Assets Management/Loans Management/Recovery-Loans Management and Recovery (Large/Medium Housing Business Center)/Loans

18

Management (Small Housing Business Center)/Members Services Branch of the concerned branch at telephone numbers indicated under List of Pag-IBIG Branches.

Officer of the Day

You may talk to the Officer of the Day at the Public Assistance and Complaints Desk (PACD) stationed at Pag-IBIG branches. Rest assured that we shall carefully evaluate your concerns and shall respond to you immediately. Likewise, we shall give your complaints considerable attention according to the following:

Level Complexity Detail Timeframe Responsible Unit

1 Minor Complaints on services offered by the branch.

Complaints on directional or mistaken information.

Complaints on office facilities.

Within 2 hours upon receipt of complaint

Branch Officer of the

Day

2 Major Complaints against personnel (misbehavior, misconduct, fixers, etc.)

Resolved minor complaint but unsatisfied customer.

Within 3 working

days upon receipt of complaint

Concerned Division

Chief

3 Critical Grave Complaints

Complaints with threat (media/legal/suicide/ threat)

Within 10 working

days upon receipt of complaint

Concerned Assistant

Department Manager/

Department Manager

Thank you for your continued support to the Fund. We look forward to bringing you and all our members a more responsive service.

Disclaimer

The provisions in this Charter may be revised or modified in accordance with new as well as amended guidelines and procedures any time without prior notice to the members. In such cases, the updated versions of the Citizen’s Charter may be accessed through the Pag-IBIG Fund website at

www.pagibigfund.gov.ph.