PHILIPPINE VETERANS AFFAIRS OFFICE CITIZEN’S CHARTER 2019 (4th Edition) I. Mandate: PVAO derives its mandate from the 1987 Philippine Constitution, which provides that: “The State shall provide immediate and adequate care, benefits, and other forms of assistance to war veterans and veterans of military campaigns, their surviving spouses and orphans. Funds shall be provided therefore and due consideration shall be given them in the disposition of agricultural lands of the public domain and, in appropriate cases, in the utilization of natural resources.” (Section 7, Article XVI) Moreover, “the State recognizes the vital role of the youth in nation-building and shall promote and protect their physical, moral, spiritual, intellectual, and social well-being. It shall inculcate in the youth patriotism and nationalism, and encourage their involvement in public and civic affairs.” (Section 13, Article II) Both mandates are inextricably linked to national security: how the State takes care of the veterans and propagate their heroic deeds impact the motivation of the citizens, especially the youth - the nation’s future defenders. II. Vision: A strong and unified Filipino Veterans Community serving as a reliable partner in nation-building III. Mission: To ensure the welfare and well-being of the veterans and perpetuate the memory of their heroic deeds IV. Quality Pledge: PVAO is committed to meet or exceed the veteran’s expectations. We will achieve this by: 1. Knowing the veterans and their needs; 2. Partnering with veterans organizations and other concerned agencies; 3. Sustaining a responsive delivery system; 4. Making continuous improvement a part of every day and every duty. 2 V. List of Service Main Office External Services 1. Adjudication of Pension and Non-Pension Claim 7 A. PENSION CLAIMS 7 i. Old Age Pension Benefit 7 ii. Death Pension Benefit 28 iii. Disability Pension Benefit 34 B. NON- PENSION CLAIMS 37 i. Burial Assistance 37 ii. Educational Benefit Program 48 a. Processing of Payment of Educational Benefit 65 b. Processing of Payment of Review Fee 78 c. Processing of Application for Change of Degree or Course/ 88 School d. Issuance of Lost Student Credit Card (Blue Book) 91 2. Processing of Initial Appeal on Disapproved Claims 93 3. Resumption of Terminated / Blocked Pension Due to Non-Validation 106 4. Updating of Pensioners Status 112 A. Biometrics Capturing (Personal Appearance) 112 B. Biometrics Capturing (Personal Appearance) If with discrepancy 115 in data or there is doubt in the identity of the pensioner C. Pensioner’s Update Form (PUF) Submission 118 D. Pensioner’s Update Form (PUF) Submission if with discrepancy 121 or there is doubt in the identity of the pensioner 3 E. Skype Validation 124 5. Issuance Of PVAO Pensioner’s ID/ Issuance Of Certification (For New 127 PVAO ID Issuance) 6. Issuance Of PVAO Pensioner’s Id / Issuance Of Certification (For 129 Replacement Of Newly Issued PVAO Id) 7. Issuance Of Certified Copy Of Documents / Military Service Record 131 8. Correction Of Data / Information 133 9. Processing of Affiliation of Veterans Organizations with the Veterans 135 Federation of the Philippines (VFP) 10. Responding to queries and complaints 139 11. Monitoring of clients and stakeholders’ feedback through Facebook 141 Page 12. Release of Wheelchair and other Ambulatory Devices 143 13. Request for Access in the National Military Shrines Premises and/or 145 Use of Shrine Amenities for Events and Mass Gatherings/Tours 14. Request for Guided Tour 147 Field Service Extension Office 149 External Services 1 1. Issuance of claims application 150 2. Fingerprint Impression on the Application Form 151 3. Administration of Oath 153 4. Pre-evaluation and acceptance of Old Age Pension (Veteran and 155 Surviving Spouse) Application 5. Pre-evaluation and acceptance of Death Pension 168 6. Offline biometric capturing of pensioners without existing biometrics 174 data in the system 7. Offline biometric capturing of pensioners with existing biometrics data 176 in the system 8. Release of Acknowledgement Receipt 177 9. Appeals on Denied Application 179 10. Resumption of suspended pension due to non-compliance to 180 validation 4 11. Resumption of suspended pension due to report of cohabitation / 184 remarriage 12. Resumption of suspended pension due to report of death 187 13. Acceptance and evaluation of Burial Assistance application 190 14. Evaluation of Educational Benefit Program application 193 15. Evaluation of Payment of Educational Benefit 207 16. Evaluation of Change of School/Course Application 212 17. Request for Issuance of Lost Student Credit (Blue Book) 215 18. Biometrics Capturing, PVAO Pensioner’s ID, Request for 216 Certification 19. Delivery of documents to the Main Office 219 VI. Feedback and Complaints 221 VII. List of Offices 222 5 Central Office External Services 6 1. Adjudication of Pension and Non-Pension Claim A. PENSION CLAIMS i. Old Age Pension Benefit Pension in a present standard amount of P5,000 per month granted to: a.) Veteran who is at least 65 years old, or; b.) Surviving spouse of a deceased veteran regardless of age until he/she remarries or dies. For senior living World War II veterans including Korean War and Vietnam War veterans who are not receiving pension from the AFP, the monthly old-age pension is Php 20,000.00 in accordance with RA 11164. Office or Division Claims Division Classification Highly Technical Transaction (Multi-Stage) Type of Transaction: G2C - Government to Citizen 1. Veteran who is at least 65 years old who have rendered at least six (6) years total cumulative military service and discharged honourably or sooner separated while in active service due to death or disability arising from a wound/injury received or Who may avail: sickness/disease incurred in the line of duty. 2. Un-remarried Surviving Spouse of a deceased veteran CHECKLIST OF REQUIREMENTS WHERE TO SECURE GENERAL REQUIREMENTS 1. Duly accomplished Application Form - PVAO Central Office / PVAO Field Service Extension 2. Photocopy of two (2) valid ID cards duly issued by any Offices/ PVAO website: government agencies www.pvao.gov.ph 3. Two latest 2X2 Colored ID picture of the applicant A. For Veteran and Surviving Spouse (Initial Pension) 4. Proof of Service 4.1 For World War II veterans and AFP Non-Retirees - Officially transmitted Military Service Record - Non-Current Records 7 (MSR) issued solely for “PVAO Benefits” Division of the Office of the - Separation/Discharge Order/General Adjutant General (NRD- Order/Morning Report OTAG) 4.2 For AFP Retirees - Photocopy of AFP Retiree ID Card - Retirement Order - Non-Current Records - Officially transmitted Military Service Record (MSR) if Division of the Office of the name is not included in the List of AFP Retirees Adjutant General (NRD- OTAG) 4.3 For Philippine Scouts - Original copy/Certified True Copy of Enlistment Record and Report of Separation-AGO Form 53-55 - United States Department of (those whose date of entry/ enlistment is on or before Veterans Affairs (USDVA) June 3, 1946 within Philippine territories) The National Personnel - Report of Separation Records Center St. Louis, Missouri, USA 4.4 For Philippine Constabulary - Officially transmitted Military Service Record (MSR) issued solely for “PVAO Benefits” and - Non-Current Records Division of the Office of the Adjutant - Photocopy of Statement of Service from DPRMS, General (NRD-OTAG) Philippine National Police (PNP), Camp Crame - Directorate For Personnel and Records Management Service (DPRMS), Philippine National Police (PNP), Camp Crame,Q.C 5. Proof of Age (for veteran applicant only) - Original /Certified True Copy of your Registered Birth Certificate of veteran - Philippine Statistics Authority (PSA) or Local Civil Registrar (LCR) B. For Surviving Spouse (wherein the veteran was a PVAO pensioner or had an approved claim benefits) 4. Original /Certified True Copy of your Registered Marriage Certificate from the Local Civil Registrar (LCR) - the Local Civil Registrar / Philippine Statistics Authority (PSA formerly known as (LCR) / Philippine Statistics National Statistics Office or NSO) Authority (PSA formerly 5. Original Copy of Advisory of Marriage (ORS Form # 5) known as National Statistics 6. Original /Certified True Copy of the registered Death Office or NSO) Certificate of the Veteran 7. Original /Certified True Copy of the registered Death Certificate of spouses from previous marriages, if applicable 8 FOR OTHER CIRCUMSTANCES/CASES, THE FOLLOWING DOCUMENTS SHALL BE REQUIRED: a. For Foreign Documents – All documents executed and official certifications issued by foreign country are admissible if duly authenticated by the Philippine Consulate concerned. b. For Late Registered Documents – If the submitted documents are late registered, the following additional documents, in accordance with the PSA requirements, shall be required: 1. For Delayed Registration of Birth 1.1. Copy of Certificate of Live Birth duly accomplished and signed by the proper parties. 1.2. Affidavit for Delayed Registration (at the back of the Certificate of Live Birth) signed by the father, mother or guardian, or the child himself, if he is of understanding capacity. 1.3. Any two of the following documentary evidences which may show the name of the child, date and place of birth, and the names of the parents. 1.3.1. baptismal certificate; 1.3.2. school records; 1.3.3. income tax of parent/s or insurance policy; 1.3.4. medical records; 1.3.5. passport; 1.3.6. veterans ID; and 1.3.7. Others, such as barangay captain's certification. 1.4. Affidavit of two (2) disinterested persons who might have witnessed or have known about the birth of the child; and a sworn statement of the present whereabouts of the mother, if the person seeking late registration of an illegitimate child is not the mother. 1.5. Certificate of Marriage, if married. 9 2. For Delayed Registration of Death 2.1. Copy of Certificate of Death that has been accomplished correctly and completely. 2.2.