Member Services (External Services) 4

Pag-IBIG Fund

CITIZEN’S CHARTER 2020 (Edition 2.2)

In compliance with the provisions of R.A. 11032, otherwise known as the “Ease of Doing Business and Efficient Government Service DeliveryAct of 2018” Pag-IBIG Fund

CITIZEN’S CHARTER 2020 (Edition 2.2)

1 I. Mandate 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.

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

III. 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 accesible funds for housing of every member.

IV. Service Pledge

To improve the quality of life of every Filipino, we in the Pag-IBIG Fund, commit to provide member-focused quality service, through enchancement of the provident savings and home financing system.

To sustain quality service, we shall:

• Pursue the highest standard to improve the effectiveness and efficiency of our quality management system;

• Develop and enhance services that are responsive to the growing needs of members and relevant interested parties;

• Maintain a productive work environment that promotes employees’ expertise, engagement, team work, and wellness; and

• Uphold transparency and accountability.

“Lingkod Pag-IBIG: Tapat na Serbisyo, Mula sa Puso”

2 V. List of Services Member Services (External Services) 4

• Application for Provident Benefits Claim 5 • Apply for Refund of Excess/Over Payment of Short-Term Loan (STL) 22 Amortization • Availment of Short-Term Loan (STL) through Check (Complex) 26 • Availment of Short-Term Loan (STL) through Check (Highly Technical) 38 • Availment of Short-Term Loan (STL) through Disbursement Card (Complex) 50 • Availment of Short-Term Loan (STL) through Disbursement Card 62 (Highly Technical) • Availment of Short-Term Loan (STL) through PACSVAL (Complex) 74 • Availment of Short-Term Loan (STL) through PACSVAL (Highly Technical) 86 • Employer Registration 98 • Enroll for Modified Pag-IBIG II (MP2) Account (Over-the-Counter) 100 • Enroll for Modified Pag-IBIG II (MP2) Account (Salary Deduction) 103 • Issuance of Disbursement Card to Qualified Member-Applicant 106 • Issuance of Pag-IBIG Loyalty Card Plus 109 • Issuance of Payment Order Form (POF) and Acceptance of Remittance for 112 Member Savings (MS)/payment of Loan Amortization and Other Accounts Due to the Fund through Over-the-Counter (OTC) (Member Services) • Process Enrollment of Employer to the Electronic Submission of Remittance 117 Schedule (eSRS) Facility • Membership Registration at the Branch (Employee-Assisted) 120 • Membership Registration thru Submission of MDF 123 • Request for Accreditation of Fund Coordinator (FC) 126 • Request for Certificate of Full Payment 129 • Request for Certificate of No Short-Term Loan (STL) Availment 132 • Request for Computation of Total Provident Obligation of 135 Unregistered/Delinquent Employers (More than 3 months in arrears) • Request for Computation of Total Provident Obligation of 137 Unregistered/Delinquent Employers (Unregistered Employers with up to 3 months in arrears) • Request for Issuance of Certificate of Employer’s Registration (COER) 139 • Request for Issuance of Pag-IBIG Clearance Certificate 142 • Request for Member’s Statement of Accumulated Value (MSAV) 145 • Request for Merging/Consolidation of Member’s Record 147 • Request for Multi-Purpose Loan (MPL)/Calamity Loan Balance 150 • Request for Reprinting of Certificate of Employer’s Registration (COER) 152 • Request for System-Generated Members Data Form (MDF) 155 • Request for Updating of Employer’s Record 157 • Request for Updating of Member’s Record 161

VI. Feedback and Complaints 169 VII. List of Offices 176 VIII. Services with Virtual Processes under the New Normal 190

3 MEMBER SERVICES EXTERNAL SERVICES

4 23.1. ApplicationApplication forfor ProvidentProvident Benefits Benefits Claim Claim

The application for provident benefits claim entitles members to withdraw their Total Accumulated Value (TAV) anytime upon the occurrence of any of the following grounds for termination of Fund membership as provided under RA 9679 or the HDMF Law of 2009, and its IRR:  Membership Maturity  Retirement  Permanent Total Disability or Insanity  Critical Illness of the member or any of his immediate family member, as certified by a licensed physician  Termination from service by reason of health  Permanent departure from country  Death  Any other reason as may be approved by the Board

This service shall start from the submission of claim application up to release of claim proceeds to member/claimant.

▪ Member Services II - Frontline Servicing - Pag-IBIG Fund Branch ▪ Technical and Administrative Support (TAS)  Members Contribution Accounting Division (MCAD) Office or Division:  Short Term Loan Accounting Division (STLAD)  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD) Classification: Highly Technical Transaction Type of G2C – Government to Client Transaction: The application for provident benefits claim may be availed by the member or his beneficiary upon the occurrence of the following:

 Membership Maturity – shall be based on 20 years of membership with the Fund reckoned from the initial Pag-IBIG Fund Receipt (PFR) date, provided, the member has remitted a total of 240 monthly membership savings to the Fund at the time of maturity.  Retirement – a member shall be compulsorily retired with the Fund upon reaching the age of 65. A member may opt to retire earlier under the Fund upon the occurrence of any of the following:

a. Actual retirement from the SSS, GSIS, or from the government service by Who may avail: provision of law; b. Retirement under private employer’s provident/retirement plan, provided that the member is at least 45 years of age at the time of retirement; c. Reaching the age of sixty (60).

 Permanent Total Disability (PTD) or Insanity – PTD refers to the loss or impairment of a physical or mental function resulting from injury or sickness, which incapacitates said member to perform any work or engage in any business or occupation;  Critical illness of the member or any of his immediate family member, as certified by a licensed physician under one of the following categories, subject to the approval of the Deputy Chief Executive Officer - Member Services Cluster:

5 a. Cancer b. Organ Failure c. Heart-related Illness d. Stroke e. Neuromuscular-related illness  Termination from Service by Reason of Health - a member can no longer render service to an employer due to severe health conditions, as certified by his doctor.  Death  Permanent Departure from the Country - a member has been permitted by his host country to remain there indefinitely or has permanently left the Philippines to reside to another country;  Optional Withdrawal of Pag-IBIG Savings - members of the Fund after the effectivity of R.A. 9679 shall have the option to withdraw his or her TAV on the fifteenth (15th) year of continuous membership. Provided the said member has no outstanding loan with the Fund at the time of withdrawal. This option may be exercised only once during the membership term.  Any other reason as may be approved by the Board.

CHECKLIST OF REQUIREMENTS WHERE TO SECURE MEMBER/CLAIMANT Membership Maturity 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Pag-IBIG Loyalty Card Plus or any valid ID of Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, the member (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

Retirement

Compulsory Retirement 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Pag-IBIG Loyalty Card Plus or one (1) valid Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, ID of the member (1 Original, 1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

3. Order of Retirement (For Members under AFP, PNP, BJMP, BFP AFP, PNP, BJMP, BFP) (1 Original), as applicable

4. Statement of Services (For Member of AFP) AFP (1 Photocopy), as applicable

5. Service Record (For Members under PNP, PNP, BJMP, BFP BJMP, BFP) (1 Photocopy) Permanent Total Disability (PTD) or Insanity 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

6 2. Pag-IBIG Loyalty Card Plus or one (1) valid Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, ID of the member (1 Original, 1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

3. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Critical illness of the member or any of his immediate family member 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

3. Marriage Certificate issued by Philippine PSA or LCRO Statistics Authority (PSA) or Local Civil Registry Office (LCRO) and Advisory on Marriage (If the immediate family member is the spouse) (1 Original)

4. Birth Certificate issued by PSA or Baptismal PSA Certificate (1 Original)

5. Non-availability of Birth Record issued by PSA PSA and Joint Affidavit of Two Disinterested Persons (HQP-PFF-029) (1 Original, Notarized)

6. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Termination from Service by Reason of Health 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

3. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Death

Death Claim - Married with Children 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph) 3

3. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

4. Proof of Surviving Legal Heirs (HQP-PFF- Pag-IBIG Fund Branch or Pag-IBIG Website 030) (1 Original) (www.pagibigfund.gov.ph)

5. Marriage Certificate issued by PSA or LCRO PSA or LCRO and Advisory on Marriage (If the immediate family member is the spouse) (1 Original)

6. Birth Certificate issued by PSA or Baptismal PSA or LCRO Certificate (1 Original)

7. Affidavit of Guardianship (HQP-PFF-028) (if Pag-IBIG Fund Branch or Pag-IBIG Website with child/children below 18 years old, or if (www.pagibigfund.gov.ph) child/children is/are physically mentally incompetent) (1 Original)

8. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record issued by PSA and Pag-IBIG Fund Branch or Pag-IBIG Website PSA and Joint Affidavit of Two (www.pagibigfund.gov.ph) Disinterested Person (HQP-PFF-029, notarized)

Death Claim - Married (without Child/Children but with Surviving Parent/s) 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

3. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

4. Proof of Surviving Legal Heirs (HQP-PFF- Pag-IBIG Fund Branch or Pag-IBIG Website 030) (1 Original, Notarized) (www.pagibigfund.gov.ph)

8 5. Marriage Certificate issued by PSA or LCRO PSA or LCRO and Advisory on Marriage (If the immediate family member is the spouse) (1 Original)

6. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA of LCRO Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record issued by PSA and Joint Affidavit of Two PSA and Pag-IBIG Fund Branch or Pag-IBIG Website Disinterested Persons (HQP-PFF-029, (www.pagibigfund.gov.ph) notarized) (1 Photocopy)

Death Claim - Single with Child/Children 1. Application for Provident Benefits Claim Pag-IBIG Fund Branch or Pag-IBIG Website (1 Original) (www.pagibigfund.gov.ph)

3. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

4. Proof of Surviving Legal Heirs Pag-IBIG Fund Branch or Pag-IBIG Website (HQP-PFF-030) (1 Original) (www.pagibigfund.gov.ph)

5. Certificate of No Marriage issued by PSA (if PSA the deceased member is single) (1 Original)

6. Birth Certificate issued by PSA or Baptismal PSA or LCRO Certificate (1 Original)

7. Affidavit of Guardianship (HQP-PFF-028) (If Pag-IBIG Fund Branch or Pag-IBIG Website Child/Children below 18 years old, or if (www.pagibigfund.gov.ph) child/children is/are physically mentally incompetent)

8. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA or LCRO Baptismal Certificate (1 Photocopy); or

5 9  Non-Availability of Birth Record issued by PSA and Pag-IBIG Fund Branch or Pag-IBIG Website PSA and Joint Affidavit of Two (www.pagibigfund.gov.ph) Disinterested Persons (HQP-PFF-029, notarized) (1 Photocopy)

Death Claim - Single (Without Child/Children) with Surviving Parent/s 1. Application for Provident Benefits Claim Pag-IBIG Fund Branch or Pag-IBIG Website (1 Original) (www.pagibigfund.gov.ph)

3. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

4. Proof of Surviving Legal Heirs (HQP-PFF-030) PSA or LCRO (1 Original, notarized)

5. Certificate of No Marriage issued by PSA (If PSA deceased member is single) (1 Photocopy)

6. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record and Joint PSA and Pag-IBIG Fund Branch or Pag-IBIG Website Affidavit of Two Disinterested Persons (www.pagibigfund.gov.ph (HQP-PFF-029, notarized) (1 Photocopy)

Permanent Departure from the Country 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

3. Passport with Immigrant Visa/Residence DFA Visa/Settlement Visa or its equivalent (1 Photocopy)

4. Sworn Declaration of Intention to Depart from Pag-IBIG Fund Branch or Pag-IBIG Website the Philippines Permanently (HQP-PFF-031) (www.pagibigfund.gov.ph) (No need to submit if already based abroad) (1 Original, Notarized) 6

Expatriates 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Passport (1 Photocopy) Issuing Country

3. Alien Employment Permit (AEP) issued by DOLE the Department of Labor and Employment (1 Photocopy)

Modified Pag-IBIG II 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

Through a Representative Membership Maturity 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

Retirement Compulsory Retirement 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Order of Retirement (For Members under AFP, PNP, BJMP, BFP AFP, PNP, BJMP, BFP) (1 Original, 1 Photocopy), as applicable

5. Statement of Service (For Members under AFP AFP) (1 Photocopy) as applicable

7 11 6. Service Record (For Members under PNP, PNP, BJMP, BFP BJMP, BFP) (1 Photocopy)

Permanent Total Disability (PTD) or Insanity 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Critical illness of the member or any of his immediate family member 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Marriage Certificate issued by Philippine PSA Statistics Authority (PSA) or Local Civil Registry Office (LCRO) and Advisory on Marriage (If the immediate family member is the spouse) (1 Original)

5. Birth Certificate issued by PSA or Baptismal PSA Certificate (1 Original)

6. Non-availability of Birth Record issued by PSA PSA and Joint Affidavit of Two Disinterested Persons (HQP-PFF-029) (1 Original, Notarized)

7. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Termination from Service by Reason of Health 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

8 12 3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Physician’s Certificate/Statement (With Medical Clinic/Hospital Clinical or Medical Abstract) (1 Original)

Death Death Claim - Married (with Child/Children) 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

5. Proof of Surviving Legal Heirs (HQP-PFF- Pag-IBIG Fund Branch or Pag-IBIG Website 030) (1 Original, Notarized) (www.pagibigfund.gov.ph)

6. Marriage Certificate issued by PSA or LCRO PSA or LCRO and Advisory on Marriage (if the immediate family member is the spouse) (1 Photocopy)

7. Birth Certificate issued by PSA or Baptismal PSA or LCRO Certificate (1 Photocopy)

8. Affidavit of Guardianship (HQP-PFF-028) (if Pag-IBIG Fund Branch or Pag-IBIG Website with child/children below 18 years old, or if (www.pagibigfund.gov.ph) child/children is/are physically mentally incompetent) (1 Original)

7. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate or issued by PSA of PSA or LCRO Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record and Joint PSA and Pag-IBIG Fund Branch or Pag-IBIG Website Affidavit of Two Disinterested Persons (www.pagibigfund.gov.ph) (HQP-PFF-029, notarized) (1 Photocopy)

Death Claim - Married (without Child/Children but with Surviving Legal Heirs)

1. Application for Provident Benefits Claim Pag-IBIG Fund Branch or Pag-IBIG Website (1 Original) (www.pagibigfund.gov.ph)

13 2. Authorization Letter (1 Original) Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy) 5. Proof of Surviving Legal Heirs (HQP-PFF- Pag-IBIG Fund Branch or Pag-IBIG Website 030) (1 Original, Notarized) (www.pagibigfund.gov.ph)

6. Marriage Certificate issued by PSA or LCRO PSA or LCRO and Advisory on Marriage (if the immediate family member is the spouse) (1 Original)

7. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA or LCRO Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record and Joint PSA and Pag-IBIG Fund Branch or Pag-IBIG Website Affidavit of Two Disinterested Persons (www.pagibigfund.gov.ph) (HQP-PFF-029, notarized) (1 Photocopy)

Death Claim - Single with Child/Children 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

6. Certificate of No Marriage issued by PSA (if PSA the deceased member is single) (1 Original)

7. Birth Certificate issued by PSA or Baptismal PSA Certificate (1 Original)

14 8. Affidavit of Guardianship (HQP-PFF-028) (If Pag-IBIG Fund Branch or Pag-IBIG Website Child/Children below 18 years old, or if (www.pagibigfund.gov.ph) child/children is/are physically mentally incompetent)

9. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate issued by PSA or PSA or LCRO Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record issued by PSA and Pag-IBIG Fund Branch or Pag-IBIG Website PSA and Joint Affidavit of Two (www.pagibigfund.gov.ph) Disinterested Persons (HQP-PFF-029, notarized) (1 Photocopy)

Death Claim - Single (Without Child/Children with Surviving Parent/s) 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph) 2. Authorization Letter (1 Original) Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Death Certificate of Member issued by PSA PSA or LCRO or LCRO (1 Photocopy)

5. Proof of Surviving Legal Heirs (HQP-PFF- Pag-IBIG Fund Branch of Pag-IBIG Website 030) (1 Original) (www.pagibigfund.gov.ph)

6. Certificate of No Marriage issued by PSA (if PSA deceased member is single) (1 Photocopy)

7. To establish kinship with the deceased member, the claimant shall submit any of the following:

 Birth Certificate or issued by PSA or PSA or LCRO Baptismal Certificate (1 Photocopy); or  Non-Availability of Birth Record issued by PSA and Pag-IBIG Fund Branch or Pag-IBIG Website PSA and Joint Affidavit of Two (www.pagibigfund.gov.ph) Disinterested Persons (HQP-PFF-029, notarized) (1 Photocopy)

Permanent Departure from the Country 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

15 3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Passport with Immigrant Visa/Residence DFA Visa/Settlement Visa (1 Photocopy)

5. Sworn Declaration of Intention to Depart from Pag-IBIG Fund Branch or Pag-IBIG Website the Philippines Permanently (HQP-PFF-031) (www.pagibigfund.gov.ph) (No need to submit if already based abroad) (1 Original, Notarized)

Expatriates 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Passport (1 Photocopy) Issuing Country

5. Alien Employment Permit issued by the DOLE Department of Labor and Employment (DOLE) (1 Photocopy)

Modified Pag-IBIG II 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

IMPORTANT: 1. Valid IDs must reflect the member’s date of birth. If the valid IDs do not reflect the date of birth, submit any of the following: ▪ Birth Certificate of Member issued by Philippine Statistics Authority (PSA) ▪ Non-availability of Birth Record issued by PSA and Joint Affidavit of Two Disinterested Persons (Notarized) 2. In all instance wherein: a. photocopies are submitted, the original document must be presented for authentication. b. discrepancies are noted in public documents submitted; Affidavit of Two Disinterested Person is required for submission.

12 16 c. discrepancies in Pag-IBIG Remittances, a certification that includes remittances by the respective employers is required. d. gaps in membership contribution are noted (due to LWOP, suspension, dismissal, etc.), Statement of Service (For Members under AFP) or Service Record (For Members under PNP, BJMP, BFP) is required. 3. For documents (e.g. Birth Certificate, Marriage Contract, Death Certificate, etc.) issued abroad: a. If the issuing country is a member of The Hague Apostille Convention, the documents must be apostillized by the concerned appostillization authority/officer. b. If not, the said document/s should be duly certified by the Philippine Consulate General/ Philippine Embassy in the country where the document was issued. 4. In case one/any of the legal heir/s waived all the rights and interest on the Provident Benefits Claim proceeds in favor of another person, a notarized Waiver of Rights (HQP-PFF-032) shall be required. FEES PROCESSING CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE TIME PAID 1. Proceed to the 1. Provide queue number None 30 minutes* Information Officer Information Officer for the desired Branch and get a queue transaction. number for Provident Benefits Claim application and wait for the number to be called.

2. Submit the 2. Receive accomplished None 5 minutes Member Services Officer accomplished Application for Member Services II - Application for Provident Benefits Frontline Servicing - Branch Provident Benefits (APB) Claim and Claim and required required documents. documents to the frontline servicing.

2.1 Check the following: None 10 minutes  If member/claimant is eligible according to the ground for

termination of Pag-

IBIG I membership.  Completeness and correctness of data in the application form and required documents.  Authenticity of documents submitted. 2.2 Evaluate application None 10 minutes and required documents submitted and check of the following: 13

17  Member’s information in the system against data indicated in the application form.  If member’s record is subject for reconciliation  If with existing Short-Term Loan (STL) or Housing Loan (HL)

Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member/claimant.

2.3 Prepare and issue None 5 minutes Provident Benefit Claim Acknowledgement Receipt reflecting scheduled date of release of claims proceeds to member- claimant.

2.4 At the end of the day, None 1 day prepares List of Claims Application for Validation and endorse to concerned unit.

2.5 Process account None 13 days MC Accounting Division - reconciliation, as Technical and Admin. follows as applicable: Support (MCAD-TAS)/ MCAD:  For merging  For reconciliation/ data migration  For MID swapping  For MID integration

18 STLAD: STL Accounting Division –  With STL accounts Technical and Admin. under Legacy Support (STLAD-TAS)  With gap on posted payment of loan ISDD/DCD/ Service Desk amortization Branch  With in-transit payment  With balance subject for TAV offsetting 2.6 File application in the None 10 minutes Member Services Officer system and encode Member Services II - member and/or Frontline Servicing - Branch claimant’s details.

2.7 Review loan details of None 20 minutes Supervising Member the member against Services Officer application and Member Services II - supporting documents. Frontline Servicing - Branch

2.8 Approve/disapprove None 1 day** Approving claims application. Authority

2.9 Prepare and endorse None 30 minutes List of Approved Applications and Certificate for Disbursement to Technical and Admin. Support (TAS) to initiate processing of disbursement.

2.10 Generate/prepare None 15 minutes CASD-TAS/Cashier III necessary disbursement document.

2.11 Sign disbursement None 1 day** Approving Authority documents to indicate approval.

2.12 Review None 10 minutes GABMD/ Financial disbursement Specialist transactions for funding.

2.13 Sign DV/Check to None 1 day** Approving Authority certify availability of funds for disbursement.

15 19 2.14 Process signing of None 1 day** CASD-TAS/Cashier III DV/C and endorse Check to concerned Signing Authorities branch.

2.15 Upon receipt of None 10 minutes Branch Support/ Cashier DV/Check from (Disbursement) CASD, facilitates request of SMS blasting to inform concerned member on the availability of Check.

3. On scheduled date 3. Provide queue None 30 minutes* Branch/ Information Officer of release, number for the desired proceeds to the transaction. Information Officer and get a queue number for Check releasing transaction and wait for the number to be called.

4. Present PBAR and 4. Release Check to None 5 minutes Branch Support - Branch/ 1 valid ID to the member/claimant. Cashier Disbursement Cashier (Disbursement) to get the claims proceeds.

TOTAL None 18 days, 3 hours and 10 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

20 ANNEX A CHECKLIST OF REQUIREMENTS WHERE TO SECURE MEMBER/CLAIMANT Optional Retirement 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (HQP-PFF-285) (1 Original) (www.pagibigfund.gov.ph)

2. Pag-IBIG Loyalty Card Plus or one (1) valid Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, ID of the member (1 Original, 1 Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

3. Certificate of Early Retirement (For private Employer employees who are at least 45 years old) (1 Original, Notarized)

4. GSIS Retirement Voucher (For government GSIS employees) (1 Photocopy)

THROUGH A REPRESENTATIVE Optional Retirement 1. Application for Provident Benefits (APB) Pag-IBIG Fund Branch or Pag-IBIG Website Claim (1 Original) (www.pagibigfund.gov.ph)

2. Authorization Letter (1 Original) Member/Claimant

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

4. Certificate of Early Retirement (For private Employer employees who are at least 45 years old) (1 Original, Notarized) 5. GSIS Retirement Voucher (For government GSIS employees) (1 Photocopy)

21 25.2. Apply Apply for for RefundRefund Excess/Overpayment of of Short Short-Term-Term Loan Loan (STL) (STL) Amortization

The refund of excess/overpayment of Short-Term Loan (STL) amortization entitles qualified member of repayment/reimbursement of the excess/overpayment of Short-Term Loan (STL) amortization payment after the loan has been fully settled either through cash or Total Accumulated Value (TAV) Offsetting.

This service starts from receipt of Application for Refund of Excess/Overpayment for STL Amortization up to release of refund of excess/overpayment proceeds.

Office or Division: ▪ Member Services II - Frontline Servicing - Pag-IBIG Fund Branch ▪ Cash and Administrative Services Division - Technical and Admin. Support (CASD-TAS) Classification: Highly Technical Type of G2C - Government to Client Transaction: Who may avail: This transaction shall be availed by the concerned member with excess/overpayment on Short-Term Loan (STL) amortization. CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Application for Refund of Excess/ Pag-IBIG website (www.pagibigfund.gov.ph) or in any Overpayment for STL Amortization Pag-IBIG Fund Branch (HQP-SLF-103) (2 Originals)

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (2 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

Pag-IBIG Fund Branch 3. Notice of STL Excess/Overpayment (1 Photocopy)

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the desired Branch Officer and get a transaction. queue number and wait for the number to be called.

22 2. Submit duly 2. Receive duly None 10 minutes Member Services Officer accomplished accomplished Member Services II - Application for Application for Refund Frontline Servicing - Branch Refund of of Excess/ Excess/ Overpayment of STL Overpayment of Amortization and STL required documents Amortization and from concerned required member. documents to Member Services Officer.

2.1 Access system and None 10 minutes verifies if concerned member is qualified for the application for refund.

Note: If not qualified, a Notice of Disapproval of Request shall be issued to the member.

2.2 File application for None 15 minutes refund in the system.

2.3 Sign and indicates None 3 minutes date of release in the Application for Refund.

2.4 Issue acknowledge None 2 minutes Application for Refund to the concerned member.

2.5 At the end of the day, None 1 day** endorse received application to SMSO for review.

2.6 Review member’s None 20 minutes Supervising Member record and amount of Services Officer refund shown in the Member Services II - system against Frontline Servicing - Branch application and supporting documents.

23 2.7 Approve/disapprove None 1 day** Branch Head application for refund.

2.8 Prepares and None 30 minutes Head/Branch Head endorse List of Member Services II - Approved Refund Frontline Servicing -Branch Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.1 Generate/prepare None 15 minutes Cashier III necessary CASD-TASI disbursement document.

2.2 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.3 Review disbursement None 10 minutes GABMD-TAS/Financial transaction for Specialist funding.

2.4 Sign DV/Check to None 1 day** Approving Authorities certify availability of Funds for disbursement.

2.5 Process signing of None 2 days CASD-TAS/Cashier III DV/Check and endorse to concerned Signing Authorities Branch for releasing.

2.6 Upon receipt of None 10 minutes Branch Support - Branch/ DV/Check from Cashier (Disbursement) CASD, facilitate request of SMS blasting to inform concerned member on the availability of Check. 3. On scheduled 3. Provide queue None 30 minutes* Information Officer date, proceed to number for the Branch the Information desired transaction. Officer and get a queue number for Check releasing transaction and wait for the number to be called. 3

24 4. Present the 4. Release Check to None 5 minutes Cashier (Disbursement) acknowledged member. Branch Support - Branch Application for Refund and 2 valid IDs to the Cashier to claim the refund.

6 days, 3 hours None TOTAL: and 10 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

25 15.3. Availment ofof ShortShort-Term-Term LoanLoan (STL) (STL) through through Check Check (Complex) (Complex)

The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

 Minor home improvement/home renovation/upgrades;  Livelihood/additional capital in small business;  Tuition/educational expenses;  Health and wellness;  Purchase of appliance and furniture/electronic gadgets;  Payment of utility/credit card bills;  Vacation/travel;  Special events;  Car repair; and  Other needs

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application form and required documents up to the release of loan proceeds through Check to the member-borrower.

Office or ▪ Member Services II - Member Services (MS II - FS) - Pag-IBIG Fund Branch Division: ▪ Technical and Administrative Support  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD) Classification: Complex Transaction Type of G2C - Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirements:

 Has made at least twenty-four (24) monthly membership savings (MS)  Has made at least one (1) MS within the last six (6) months prior to the date of loan application  If with existing Pag-IBIG housing loan, the account must not be in default as of the date of application  If with existing MPL and/or Calamity Loan, the account must not be in default as of date of application  Has sufficient proof of income  Is a resident of the area which is declared calamity-stricken (For calamity loan only)

1 26 CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (MPLAF, HQP-SLF-065) (1 Original) Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD or DSWD

3. Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Revenue Official Receipt of tax payment from (BIR)/Municipals Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photocopy)

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in any (HQP-SLF-136) (1 Original) Pag-IBIG Fund Branch

2 27 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 original copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (MPLAF, HQP-SLF-065) (1 Original) Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

4. Proof of Income Formally-employed: Employer The “Certificate of Net Pay” portion at the application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

3 28 For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Revenue Official Receipt of tax payment from (BIR)/Municipals Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photocopy)

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in any SLF-136) (1 Original) Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

29 Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in any HQP-SLF-066) (1 Original) Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

3. Proof of Income Formally-employed: Employer The “Certificate of Net Pay” portion at the application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in any (HQP-SLF-136) (1 Original) Pag-IBIG Fund Branch

30 For Overseas Filipino Workers (OFW), any of the following a. Employment Contract Employer/Bureau of Internal Revenue ▪ Employment Contract between (BIR)/Municipals Office/City Hall employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 Original copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

b. For business owners/market vendors Municipals Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish and that his source of livelihood was affected by the calamity.

6 31 c. For Pag-IBIG Members or any of his Medical Clinic/Hospital immediate family members afflicted by disease such as diarrhea, cholera, skin diseases, paralytic shellfish poisoning (red tide bloom), heat cramps, heat exhaustion, heat stroke, chickenpox, measles, and hypertension - A Medical Certificate from the Doctor stating that such disease/illness is brought by the onset of calamity.

Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in any HQP-SLF-066) (1 Original) Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

4. Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Official Receipt of tax payment from bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photocopy)

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

7 32 d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in any SLF-136) (1 Original) Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

5. In case of El Niño Phenomenon, any of the following:

a. For farmer, including landlords, fisher Municipals Office/City Hall folks, and livestock farmers - Certification from the Municipal Agricultural Office (MAO) that their products were damaged/killed due to the calamity.

8 33 b. For business owners/market vendors Municipals Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not a member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish, and that his source of livelihood was affected by the calamity.

c. For Pag-IBIG Members or any of his Medical Clinic/Hospital immediate family members afflicted by disease such as diarrhea, cholera, skin diseases, paralytic shellfish poisoning (red tide bloom), heat cramps, heat exhaustion, heat stroke, chickenpox, measles, and hypertension - A Medical Certificate from the Doctor stating that such disease/illness is brought by the onset of calamity.

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES PROCESSING PERSON CLIENT STEPS AGENCY ACTION TO BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number and wait for the number to be called.

2. Submit duly 2. Receive None 10 minutes Member Services Officer accomplished accomplished MS II – Frontline MPLAF/CLAF and MPLAF/CLAF and Servicing -Branch required required supporting documents to documents. MSO.

2.1 Evaluate None 10 minutes application and required documents submitted and checks the following: - If member- applicant is eligible.

9 34 - If member- applicant has Pag-IBIG MID Number. - If application form is completely and properly accomplished with required supporting documents - Member’s information in the system against data indicated in the application form. - If account is subject for reconciliation. - If with existing Short-Term Loan (STL).

- If with existing Housing Loan (HL). - If with previous Claim application.

Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.2 File application in None 15 minutes the system and encodes member- applicant’s details.

2.3 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member-applicant.

10 35 2.4 At the end of the None 1 day** day, endorse received application to SMSO for review.

2.5 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II - Frontline and supporting Servicing -Branch documents.

2.6 Approve/ None 1 day** Approving Authority disapprove loan applications.

2.7 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.8 Generate/prepare None 15 minutes Cashier III necessary CASD-TAS disbursement document.

2.9 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.10 Review None 10 minutes Financial Specialist disbursement GABMD-TAS transaction for funding.

2.11 Sign DV/Check to None 1 day** Approving Authorities certify availability of Funds for disbursement.

2.12 Process signing of None 2 days** Cashier III DV/Check and CASD-TAS endorse to concerned Branch Signing Authorities for releasing.

11 36 2.13 Upon receipt of None 10 minutes Cashier (Disbursement) DV/Check from Branch Support - Branch CASD, facilitate request of SMS blasting to inform concerned member on the availability of Check.

3. On schedule date of 3. Provide queue None 30 minutes* Information Officer release of STL number for the Branch proceeds, Proceed to desired transaction. the Information Officer and get a queue number for Check releasing transaction and wait for the number to be called.

4. Present the STLAR 4. Release Check to None 5 minutes Cashier (Disbursement) and 1 valid ID to the member-borrower. Branch Support - Branch Cashier to claim the loan proceeds.

TOTAL None 6 days, 3 hours and 8 minutes * Time indicated shall include waiting time of the transacting client and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

12 37 20.4. AvailmentAvailment of of Short Short-Term-Term Loan Loan (STL) (STL)through through Check Check (Highly Technical)

Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application forms and required documents up to release of loan proceeds through Check to the member-applicant.

Classification: Highly Technical Transaction Type of G2C – Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirement:

38 CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, (1 Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD 3. Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

39 2

b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 Original); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

40 3

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 photocopy); or ▪ POEA Standard Contract (1 original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

41 4

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Revenue Official Receipt of tax payment from bank (BIR)/Municipals Office/City Hall supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photocopy)

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

42 5

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

6 43 Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the last Issuing Bank 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

7 44 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

5. In case of El Niño Phenomenon, any of the following:

b. For business owners/market vendors Municipals Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not a member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish, and that his source of livelihood was affected by the calamity.

45 8

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number for STL application and wait for the number to be called.

2. Submit duly 2. Receive None 10 minutes Member Services accomplished accomplished Officer MPLAF/CLAF and MPLAF/CLAF and MS II-FS -Branch required required supporting documents to documents. MSO. 2.1 Evaluate application None 10 minutes and supporting documents submitted and checks the following: - If member-applicant is eligible. - If member-applicant has Pag-IBIG MID Number. - If application form is completely and properly accomplished with required supporting documents - Member’s information in the system against data indicated in the application form.

9 46 - If account is subject for reconciliation. - If with existing Short-Term Loan (STL). - If with existing Housing Loan (HL). If with previous Claim application

Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.2 File application in the None 15 minutes system and selects “Pending” button.

2.3 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member- applicant.

2.4 At the end of the day, None 1 day* prepares List of STL Applications for Validation and endorse to concerned unit.

2.5 Process account None 14 days reconciliation, as follows whichever is applicable:

MCAD:  For merging MC Accounting  For reconciliation/ Division -Technical and data migration Admin. Support  For MID swapping (MCAD-TAS)/  For MID integration

10 47 STLAD: STL Accounting  With STL accounts Division – Technical under Legacy and Admin. Support  With gap on posted (STLAD-TAS) payment of loan amortization ISDD/DCD/ Service  With in-transit Desk Branch payment  With balance subject for TAV offsetting

2.6 Retrieve filed None 10 minutes Member Services application in the Officer system and resume MS II-FS -Branch processing of application.

2.7 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II-FS -Branch and supporting documents.

2.8 Approve/ disapprove None 1 day** Approving loan applications. Authority

2.9 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.10 Generate/prepare None 15 minutes Cashier III necessary CASD-TAS disbursement document.

2.11 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.12 Review None 10 minutes Financial Specialist disbursement GABMD-TAS transaction for funding.

48 11

2.13 Sign DV/Check to None 1 day** Approving Authorities certify availability of Funds for disbursement.

2.14 Process signing of None 1 day** Cashier III DV/Check and CASD-TAS endorse to concerned Branch Signing Authorities for releasing.

2.15 Upon receipt of None 10 minutes Cashier Disbursement DV/Check from Branch Support - CASD, facilitate Branch request of SMS blasting to inform concerned member on the availability of Check.

3. On scheduled date 3. Provide queue None 30 minutes* Information Officer of release of STL number for the Branch proceeds, proceed desired transaction. to the Information Officer and get a queue number for Check releasing transaction and wait for the number to be called.

4. Present the STLAR 4. Release Check to None 5 minutes Cashier Disbursement and 1 valid ID to the member-borrower. Branch Support - Cashier Branch (Disbursement) to get the loan proceeds.

TOTAL None 19 days, 3 hours and 18 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

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5.17. Availment Availment of of Short-Term Short-Term Loan Loan (STL) (STL) through through Disbursement Disbursement Card Card (Complex)(Complex)

The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application form and required documents up to release of loan proceeds through disbursement card to the member-borrower.

Office or ▪ Member Services II - Member Services Officer - Branch Division: ▪ Cash Management Division - Treasury Department ▪ Financial Control Division - Operations Accounting Division Classification: Complex Transaction Type of G2C – Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirement:

50 1

CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, (1 Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

51 2

For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original) ▪ b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 original copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

52 3

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in SLF-136) (1 Original) any Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

53 4

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

54 5

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

55 6

Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

56 7

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in SLF-136) (1 Original) any Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

5. In case of El Niño Phenomenon, any of the following:

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2. Submit duly 2. Receive None 10 minutes Member Service Officer accomplished accomplished MS II-FS -Branch MPLAF/CLAF and MPLAF/CLAF and required required supporting documents to documents. MSO.

2.1 Evaluate None 10 minutes application and required documents submitted and checks the following:

58 9

- If member- applicant is eligible. - If member- applicant has Pag-IBIG MID Number. - If application form is completely and properly accomplished with required supporting documents - Member’s information in the system against data indicated in the application form. - If account is subject for reconciliation. - If with existing Short-Term Loan (STL). - If with existing Housing Loan (HL). - If with previous Claim application.

Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.2 File application in None 15 minutes Member Services the system and Officer encodes member- MS II-FS -Branch applicant’s details.

59 10

2.3 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member-applicant.

2.4 At the end of the None 1 day** day, endorse received application to SMSO for review.

2.5 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II-FS -Branch and supporting documents.

2.6 Approve/ None 1 day** Branch Head disapprove loan applications.

2.7 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to Treasury Dept. to initiate disbursement.

2.8 Generate/prepare None 15 minutes Treasury Analyst necessary CMD-Treasury Dept. disbursement document.

2.9 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.10 Prepare and None 10 minutes Financial Analyst II approve FCD- OAD Disbursement Voucher (DV)

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2.11 Sign DV to certify None 1 day** Approving Authorities availability of Funds for disbursement.

2.12 Process release of None 2 days** Treasury Analyst loan proceeds and CMD-Treasury Dep forwards Endorsement Signing Authorities Letter and supporting documents to partner-bank for crediting of loan proceeds.

2.13 Inform Data Center None 10 minutes Treasury Analyst on the availability CMD-Treasury Dept. of Feedback File to initiate SMS blasting on the crediting of loan proceeds to member’s disbursement card.

TOTAL None 6 days, 2 hours and 33 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

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6. Availment of Short-Term Loan (STL) through Disbursement Card 22. Availment of Short-Term Loan (STL) through Disbursement Card (Highly Technical) Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application forms and required documents up to release of loan proceeds through Disbursement Card to the member-applicant. Office or ▪ Member Services II - Member Services (MS II-FS) – Branch Division: ▪ Technical and Administrative Support  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD)

Classification: Highly Technical Transactions Type of G2C – Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirement:

62 1

CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, (1 Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 original copy)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 original copy)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 original copy)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

2 63 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

3 64 For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Revenue Official Receipt of tax payment from bank (BIR)/Municipals Office/City Hall supported with DTI Registration and Mayor’s Permit/Business Permit (1 photocopy) b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 original copy) c. Bank Statements or passbook for the last Issuing Bank 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 original copy) d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 original copy) e. Certificate of Engagement issued by Employer owner of business (1 original copy) f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4 65 Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

5 66

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

67 6

- A Medical Certificate from the Doctor stating that such disease/illness is brought by the onset of calamity.

Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the last Issuing Bank 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer

7 68 ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required. 5. In case of El Niño Phenomenon, any of the following:

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

8 69 FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number for STL application and wait for the number to be called.

9 70 Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.2 File application in the None 15 minutes system and selects “Pending” button.

2.3 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member- applicant.

2.4 At the end of the day, None 1 day** prepares List of STL Applications for Validation and endorse to concerned unit.

2.5 Process account None 14 days reconciliation, as follows whichever is applicable:

MCAD: MC Accounting Division  For merging -Technical and Admin.  For reconciliation/ Support (MCAD-TAS) data migration  For MID swapping  For MID integration

STLAD: STL Accounting Division  With STL accounts – Technical and Admin. under Legacy Support (STLAD-TAS)  With gap on posted payment of loan ISDD/DCD/ Service amortization Desk Branch  With in-transit payment

71 10

 With balance subject for TAV offsetting

2.6 Retrieve filed None 10 minutes Member Services application in the Officer system and resume MS II-FS -Branch processing of application.

2.7 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II-FS -Branch and supporting documents.

2.8 Approve/ disapprove None 1 day** Branch Head loan applications.

2.9 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.10 Generate/prepare None 15 minutes Treasury Analyst necessary CMD-Treasury Dept. disbursement document.

2.11 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.12 Prepare and approve None 10 minutes Financial Analyst II Disbursement FCD- OAD Voucher (DV)

2.13 Sign DV to certify None 1 day** Approving availability of Funds Authorities for disbursement.

11 72 2.14 Process release of None 1 day** Treasury Analyst loan proceeds and CMD-Treasury Dept. forwards Endorsement Letter Signing Authorities and supporting documents to partner-bank for crediting of loan proceeds.

2.15 Inform Data Center None 10 minutes Treasury Analyst on the availability of CMD-Treasury Dept. Feedback File to initiate SMS blasting on the crediting of loan proceeds to member’s disbursement card.

TOTAL None 19 days, 2 hours and 43 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

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16.7. AvailmentAvailment ofof Short-TermShort-Term Loan (STL)(STL) throughthrough PACSVAL PACSVAL (Complex) (Complex)

The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application form and required documents up to release of loan proceeds through PACSVAL to the member-borrower.

Office or ▪ Member Services II - Member Services (MS II-FS) - Pag-IBIG Fund Branch Division: ▪ Technical and Administrative Support  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD) Classification: Complex Transaction Type of G2C – Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirement:

1 74 CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD or DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

2 75 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

3 76 For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Employer/Bureau of Internal Revenue Official Receipt of tax payment from (BIR)/Municipals Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photocopy) b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original) c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original) d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original) e. Certificate of Engagement issued by Employer owner of business (1 Original) f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in SLF-136) (1 Original) any Pag-IBIG Fund Branch

For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original) b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 original copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original) c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

77 4

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statement or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

78 5

For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer/Bureau of Internal Revenue ▪ Employment Contract between (BIR)/Municipals Office/City Hall employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

a. For farmers, including landlords, fisher Municipals Office/City Hall folks, and livestock farmers - Certificate from the Municipal Agricultural Office (MAO) that their products were damaged/killed due to the calamity.

b. For business owners/market vendors Municipals Office/City Hall - Certification from the market Vendors Association or certification from the Municipal Mayor (if not member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish and that his source of livelihood was affected by the calamity.

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Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

4. Proof of Income Formally-employed: The Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

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d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in SLF-136) (1 Original) any Pag-IBIG Fund Branch

For Overseas Filipino Workers (OFW,), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

5. In case of El Niño Phenomenon, any of the following:

8 81 b. For business owners/market vendors Municipals Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not a member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish, and that his source of livelihood was affected by the calamity.

2. Submit duly 2. Receive None 10 minutes Member Services accomplished accomplished Officer MPLAF/CLAF and MPLAF/CLAF and MS II-FS -Branch required required supporting documents to documents. MSO.

2.1 Evaluate application and supporting documents submitted and checks the following:

9 82 - If member- applicant is eligible. - If member- applicant has Pag-IBIG MID Number. - If application form is completely and properly accomplished with required supporting documents - Member’s information in the system against data indicated in the application form. - If account is subject for reconciliation. - If with existing Short-Term Loan (STL). - If with existing Housing Loan (HL). - If with previous Claim application.

Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.1 File application in None 15 minutes the system and encodes member- applicant’s details.

10 83 2.2 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member-applicant.

2.3 At the end of the None 1 day** day, endorse received application to SMSO for review.

2.4 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II-FS -Branch and supporting documents.

2.5 Approve/ None 1 day** Branch Head disapprove loan applications.

2.6 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.7 Generate/prepare None 15 minutes Cashier III necessary CASD-TAS disbursement document.

2.8 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.9 Review None 10 minutes Financial Specialist disbursement GABMD-TAS transaction for funding.

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2.10 Sign manual DV to None 1 day** Approving Authorities certify availability of Funds for disbursement.

2.11 Facilitate signing None 2 days** Cashier III of manual DV and CASD-TAS endorse Bank Advice to Signing Authorities concerned partner bank for crediting of loan proceeds.

2.12 Facilitate request None 10 minutes Cashier III of SMS blasting to CASD-TAS inform concerned member on the crediting of loan proceeds to his payroll account.

TOTAL None 6 days, 2 hours and 23 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

12 85 218.. Availment Availment of of Short Short-Term-Term Loan Loan (STL) (STL) through through PACSVAL PACSVAL (Highly Technical)

Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity- stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application forms and required documents up to release of loan proceeds through PACSVAL to the member-applicant.

Office or ▪ Member Services II - Member Services (MS II-FS) – Branch Division: ▪ Technical and Administrative Support  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD) Classification: Highly Technical Transaction Type of G2C – Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirement:

1 86 CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 Original) any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, (1 Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 original copy)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 original copy)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 original copy)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

2 87 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Original)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

Representative 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in (MPLAF, HQP-SLF-065) (1 original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 original copy) 3 88

c. Bank Statements or passbook for the last Issuing Bank 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 original copy)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 original copy)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

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2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, Photocopy) IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) or in (HQP-SLF-136) (1 Original) any Pag-IBIG Fund Branch

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c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

Representative 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) or in HQP-SLF-066) (1 Original) any Pag-IBIG Fund Branch

2. Authorization Letter (1 Original) Member

6 91 3. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

b. Commission Vouchers reflecting the Employer issuer’s name and contact details) for the last 12 months) (1 Original)

c. Bank Statements or passbook for the last Issuing Bank 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Original)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Original)

e. Certificate of Engagement issued by Employer owner of business (1 Original)

f. Notarized Affidavit of Income (HQP-SLF- Pag-IBIG website (www.pagibigfund.gov.ph) or in 136) (1 Original) any Pag-IBIG Fund Branch

b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 original copy); or

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▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Original)

c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

5. In case of El Niño Phenomenon, any of the following:

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

8 93 FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number for STL application and wait for the number to be called.

2. Submit duly 2. Receive None 10 minutes Member Services accomplished accomplished Officer MPLAF/CLAF and MPLAF/CLAF and MS II-FS -Branch required required supporting documents to documents. MSO.

2.1 Evaluate application None 10 minutes and supporting documents submitted and checks the following: - If member-applicant is eligible. - If member-applicant has Pag-IBIG MID Number. - If application form is completely and properly accomplished with required supporting documents - Member’s information in the system against data indicated in the application form. - If account is subject for reconciliation. - If with existing Short-Term Loan (STL). - If with existing Housing Loan (HL). - If with previous Claim application.

94 Note: For disqualified applications, the MSO shall indicate reason of disqualification in the application form and return documents to member-applicant.

2.2 File application in the None 15 minutes system and selects “Pending” button.

2.3 Issue STL None 3 minutes Acknowledgement Receipt (HQP-SLF- 003) reflecting scheduled date of release of STL proceeds to member- applicant

2.4 At the end of the day, None 1 day** prepares List of STL Applications for Validation and endorse to concerned unit.

2.5 Process account None 14 days reconciliation, as follows whichever is applicable:

MCAD:  For merging MC Accounting Division  For reconciliation/ -Technical and Admin. data migration Support (MCAD-TAS)/  For MID swapping  For MID integration STL Accounting Division STLAD: – Technical and Admin.  With STL accounts Support (STLAD-TAS) under Legacy  With gap on posted ISDD/DCD/ Service payment of loan Desk Branch amortization  With in-transit payment  With balance subject for TAV offsetting

10 95 2.6 Retrieve filed None 10 minutes Member Services application in the Officer system and resume MS II-FS -Branch processing of application. 2.7 Review loan details None 20 minutes Supervising Member of the member Services Officer against application MS II-FS -Branch and supporting documents.

2.8 Approve/ disapprove None 1 day** Branch Head loan applications.

2.9 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

2.10 Generate/prepare None 15 minutes Cashier III necessary CASD-TAS disbursement document.

2.11 Sign disbursement None 1 day** Approving Authorities documents to indicate approval.

2.12 Review None 10 minutes Financial Specialist disbursement GABMD-TAS transaction for funding.

2.13 Sign manual DV to None 1 day** Approving Authorities certify availability of Funds for disbursement.

2.14 Facilitate signing of None 1 day** Cashier III manual DV and CASD-TAS endorse Bank Advice to Signing Authorities concerned partner bank for crediting of loan proceeds.

11 96 2.15 Facilitate request None 10 minutes Cashier Disbursement of SMS blasting to Branch Support - inform concerned Branch member on the crediting of loan proceeds to his payroll account

9.3. EmployerEmployer Registration Registration

Employer registration enables employers to register with the Fund and secure their Pag-IBIG Employer ID Number.

This service shall start from the receipt of accomplished Employers Data Form (EDF) and required documents up to the issuance of the Pag-IBIG Employer ID Number.

Office or Division: ▪ Member Services I - Marketing and Sales - Pag-IBIG Fund Branch ▪ Data Center Department (DCD) Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: Coverage under the Fund shall be mandatory to the following:

▪ Employers of employees’ compulsory covered by the SSS. These shall include private employers previously granted waiver or suspension. ▪ The Government, its national and local offices, political subdivisions, branches, agencies or instrumentalities, government-owned and controlled corporations (GOCCs), including the Armed Forces of the Philippines, Bureau of Fire Protection, the Bureau of Jail Management and Penology, and the Philippine National Police.

CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Employers Data Form (HQP-PFF-002) Pag -IBIG website (www.pagibigfund.gov.ph) or in any (1 Original) Pag-IBIG Fund Branch

2. Present the following as proof of business existence:

For Sole Proprietorship Department of Trade and Industry (DTI) Department of Trade and Industry (DTI) Certificate of Registration (1 Certified True Copy)

Partnership/Corporation/Foreign-Owned Corporation ▪ Securities and Exchange Commission Securities and Exchange Commission (SEC) (SEC) Certificate of Partnership/ Incorporation (1 Certified True Copy)

▪ Approved Articles of Partnership/ Incorporation and By-Laws (1 Certified SEC True Copy)

For Cooperative

1 98 ▪ Cooperative Development Authority Cooperative Development Authority (CDA) (CDA) Certificate (1 Certified True Copy) ▪ Approved Articles of Cooperation (1 CDA Certified True Copy)

For Trade Association ▪ Securities and Exchange Commission SEC (SEC) Certificate of Incorporation (1 Certified True Copy) ▪ Articles of Incorporation and By-Laws SEC (1 Certified True Copy) FEES PROCESSING PERSON CLIENT STEPS AGENCY ACTION TO BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired number and wait transaction. for the number to be called.

2. Submit duly 2. Receive EDF None 15 minutes Marketing Specialist accomplished EDF and required MS I - Marketing and and present the documents and Sales - Branch required supporting encodes documents to employer details Marketing in the system. Specialist.

2.1 At cut-off period, None 2 days Data Center Department the system shall (DCD) perform deduping process prior assignment of ERID number.

TOTAL None 2 days and 45 minutes NOTES: a. Once the Pag-IBIG Employer ID Number is available, the employer shall receive a letter informing them on the assigned Pag-IBIG Employer ID Number. b. Registrant may also inquire their Employer ID No. through the Pag-IBIG Hotline or at any Pag-IBIG Fund Branch after three (3) working days upon successful registration.  The concerned employer may call telephone number 8724-4244 and request their Pag-IBIG Employer ID number.  The concerned employer/authorized representative may also visit any Pag-IBIG Fund Branch and present one (1) valid ID to request their Pag-IBIG Employer ID number.

* Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

99 2

5.10. Enroll Enroll for Modiffor Modifiedied Pag-IBIG Pag-IBIG II (MP2) Account II (MP2) (Over Account-the-Counter) (Over-the-Counter)

The Modified Pag-IBIG II (MP2) Program is special savings facility with a 5-year maturity, designed for Pag-IBIG Fund members who wish to save more and earn even higher dividends, in addition to their Pag-IBIG regular savings. The program is also open to pensioners and retirees who were former Pag-IBIG members.

This service shall start from the receipt of Modified Pag-IBIG II Enrollment Form (MP2EF) up to issuance of MP2 Account Number to concerned member-saver.

Office or Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Division: Classification: Simple Transaction Type of G2C - Government to Client Transaction: Who may avail: The program shall be open to the following: ▪ All Pag-IBIG I members regardless of their income. ▪ Former Pag-IBIG I members with other source of monthly income and/or Pensioners, regardless of age, with at least 24 monthly savings prior to retirement

*Pensioners shall refer to a person who has retired and are receiving pension under the following:

- Republic Act (RA) 8282 (Social Security Act of 1997); - RA 8291 (The Government Service Insurance System Act of 1997); - RA 660 (Magic 87); - RA 1616 (Gratuity Benefit); - RA 7699 (Portability Law); - Presidential Decree (PD) 1146 (Pension or Cash Payment); - PD 1650 (Amending Sec. 3 and 5 of PD No. 1638 entitled “Establishing a New System of Retirement and Separation for Military Personnel of the Armed Forces of the Philippines and for Other Purposes); - RA 8551 (Philippine National Police Reform and Reorganization Act of 1998); - RA 9263 (Bureau of Fire Protection and Bureau of Jail Management and Penology Professionalization Act of 2004); - RA 9993 (Philippine Coast Guard Law of 2009); and - RA 9946 (An Act Granting Additional Retirement, Survivorship, and Other Benefits to Members of the Judiciary, Amending for the Purpose Republic Act No. 910. As Amended, Providing Funds Therefor and for other Purposes).

CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Modified Pag-IBIG II Enrollment Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag- (HQP-PFF-226) (2 Original) IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, (1 Original) OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

100 AGENCY FEES TO PROCESSING PERSON CLIENT STEPS ACTION BE PAID TIME RESPONSIBLE 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get a desired queue number transaction. and wait for the number to be called.

2. Submit MP2 2. Receive MP2 None 5 minutes Marketing Specialist Enrollment Form Enrollment Form Member Services I - and required and required Marketing and Sales - document to the document from Branch Marketing member. Specialist.

2.1 Evaluate the None 30 minutes enrollment form and check the following: - Ensure that the applicant has assigned Pag-IBIG MID Number and with posted Pag-IBIG membership savings. - For pensioners, check member’s record and ensure that the same had at least 24 monthly savings prior retirement.

Note: In case of disqualification, a Notice of Disapproval of Request shall be issued to the applicant.

101 2.2 Explain the None 5 minutes terms and conditions of the program.

2.3 Process None 10 minutes enrollment and encodes member’s details in the system.

2.4 Issue system- None 5 minutes generated MP2EF reflecting the MP2 Account Number to the concerned member.

2.5 Advise None 5 minutes concerned member to proceed to the Payment Screener to initiate over-the- counter payment of MP2 membership savings.

1 hour and 30 TOTAL: None minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

102

6.11. Enroll Enroll for forModif Modifiedied Pag-IBIG Pag-IBIG II (MP2) Account II (MP2) (Salary Account Deduction (Salary) Deduction)

This service shall start from receipt of Modified Pag-IBIG II Enrollment Form (MP2EF) up to issuance of MP2 Account Number to concerned member-saver.

*Pensioners shall refer to a person who has retired and are receiving pension under the following:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Modified Pag-IBIG II Enrollment Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag- (HQP-PFF-226) (2 Original) IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, (1 Original) OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

103 FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE PAID TIME RESPONSIBLE 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get desired a queue transaction. number and wait for the number to be called.

2. Submit MP2 2. Receive MP2 None 5 minutes Marketing Specialist Enrollment Enrollment Form MS I - Marketing and Sales Form and and required - Branch required document from document to member. the Marketing Specialist.

104 2.2 Explain the terms None 5 minutes and conditions of the program.

2.3 Process None 10 minutes enrollment and encode member’s details in the system.

2.4 Issue system- None 5 minutes generated MP2EF reflecting the MP2 Account Number to the concerned member.

2.5 Advise the None 5 minutes concerned member to submit the MP2EF to his employer to initiate payment of MP2 savings through salary deduction.

1 hour and 30 None TOTAL: minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

3 105

12.29. IssuanceIssuance of of Disbursement Disbursement Card Card to toQualified Qualified Member Member-Applicant-Applicant

This refers to the issuance of disbursement card to qualified Pag-IBIG member-applicant who opt to release his/her loan proceeds thru the said mode.

This service shall start from the receipt of enrollment form, as applicable, up to issuance of disbursement card to qualified Pag-IBIG member-applicant.

Office or Division: Member Services II – Frontline Servicing – Branch Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Qualified Pag-IBIG Member-Applicant ▪ CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ Disbursement Card Application/Enrollment Pag-IBIG Fund Branch Form ▪ Photocopy of two (2) valid IDs Qualified Pag-IBIG Member-Applicant CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Apply for 1. Explain the terms and disbursement card conditions of as mode of release issuance of of the approved loan disbursement card to proceeds. member-applicant.

1.1 Inform member-

applicant that the

cost of Member disbursement card None 15 Minutes Services shall be deducted Officer from his/her loan Member proceeds. Services II - Frontline 1.2 Issue Servicing - Disbursement Card Branch Application/ Enrollment Form to member-applicant.

106

2. Submit the required 2. Receive and check documents. completeness of the required documents.

2.1 Issue

Disbursement

Card/Package Unit ID (PUID) and PIN Mailer to member- applicant.

2.2 For member- applicant with existing disbursement card, encode

disbursement card number/ PUID in the system and verify the expiration date of Member disbursement card. Services None 2 Hours Officer NOTE: If expired, (process (process Member member- steps 2 to steps 2 to 2.4) Services II - applicant may 2.4) Frontline opt to Servicing - Branch replace/avail a (process new steps 2 to 2.4) disbursement card from different partner bank. Processing shall go to Process Step 1 to 2.1.

2.3 Ensure correctness of encoded disbursement card number/PUID against photocopy of the card/PUID.

2.4 Request member- applicant to submit

107

a photocopy of disbursement card.

3. Provide photocopy 3. Upon receipt of None 5 Minutes Member Services of disbursement photocopy of Officer card. disbursement card, Member Services indicate disbursement II - Frontline card number in STL Servicing - Branch application.

NOTE: On scheduled date, the Member Services Officer (Frontliner) shall transmit the Disbursement Card Application/ Enrollment Form to partner banks, as applicable.

2 Hours, 20 TOTAL: None Minutes Notes: 1. For member-applicant with existing disbursement card, encode disbursement card number/PUID in the system to verify its expiration date. The system shall automatically determine if disbursement card is expired or not. 2. The member-applicant may opt to replace/avail a new disbursement card from different partner bank or change the mode of release. 3. For some partner banks who does not require the Disbursement Card Application/Enrollment Form, the mandatory information from the qualified member-applicant were already incorporated in the Multi-Purpose Loan Application Form (MPLAF)/Calamity Loan Application Form (CLAF).

108

13.4. Issuance Issuance of Pag of -Pag-IBIGIBIG Loyalty Loyalty Card Plus Card Plus

The Pag-IBIG Fund Loyalty Card Program provides eligible Pag-IBIG Fund member added benefits and savings in the form of discounts and rewards points through the purchase of their priority needs from the accredited partner-merchants. The said Program also provides convenience to members availing of loans, provident benefits claim, and/or MP2 annual dividend payout by handling the proceeds of their loans/claims/dividends directly credited to the Pag-IBIG Fund Loyalty Card Plus thus, making it a Loyalty Card and Disbursement Card at the same time. Further, the Program serves as tool in updating members’ data base at no extra cost to the Fund.

This service shall start from the receipt of the Pag-IBIG Loyalty Card Plus Application Form up to issuance of the Pag-IBIG Loyalty Card Plus to the member.

▪ Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Office or Division: ▪ Accredited Partner-Bank Classification: Simple Transaction

Type of Transaction: G2C - Government to Client Who may avail: The Program is open to all Pag-IBIG member who satisfy the following:  With Pag-IBIG MID Number  Membership status is active  Membership record is updated

CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Loyalty Card Plus Application Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag- (HQP-PFF-108) (1 Original) IBIG Fund Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, (1 Photocopy) OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

AGENCY FEES TO PROCESSING PERSON CLIENT STEPS ACTION BE PAID TIME RESPONSIBLE 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for Branch Officer and get a Loyalty Card Plus queue number enrollment. and wait for the number to be called.

109 2. Submits Loyalty 2. Receives Loyalty None 10 minutes Marketing Specialist Card Plus Card Plus Member Services I - Application Form Application Form Marketing and Sales - and required and required Branch documents to the document from Marketing member. Specialist.

2.1 Evaluate None 10 minutes application and check the following: - If form is completely filled-out - If member is registered and with assigned Pag-IBIG MID Number - If membership status is active. - If member’s record is updated.

2.2 Advise member None 30 minutes* to proceed to the Partner-Bank Operator for enrollment

3. Present Loyalty 3. Receive Loyalty None 5 minutes Partner Bank Operator Card Application Card Application Accredited Partner-Bank Form and Form and required required document to document from Partner Bank member. Operator for data capturing and card printing.

3.1 Verify member’s None 10 minutes details in the system and request member to pay the corresponding card fee.

110 4. Pay the amount 4. Prepare and PHP125.00 3 minutes due for the card issue Official fee to the Partner Receipt to the Bank Operator. concerned member.

4.1 Encode/capture None 10 minutes member’s information, photo and biometrics.

4.2 Prior to printing, None 2 Minutes ensure correctness of member’s information to appear in the card.

4.3 Print the None 5 minutes Pag-IBIG Loyalty Card Plus.

4.4 Issue Pag-IBIG None 10 minutes Loyalty Card Plus together with PIN Mailer and envelope kit to the member.

4.5 Require the None 2 minutes member to sign in a log sheet as acknowledgement receipt for the card.

2 hours, 7 TOTAL: Php125.00 minutes * Time indicated shall include waiting time of the transacting client and shall depends on the number of queue.

111 14.31. IssuanceIssuance ofof PaymentPayment OrderOrder FormForm (POF)(POF) and AcceptanceAcceptance of Remittance forfor MembershipMembership SavingsSavings (MS)/ (MS)/paymentpayment of of Loan Loan Amortization Amortization and and Other Other Amounts Accounts due dueto the to Fundthe Fund through through Over -Over-the-Counterthe-Counter (OTC) (Member(OTC) (Member Services) Services)

This service allows the Payor to remit/pay various amounts due or voluntary savings to the Fund through over-the-counter (OTC). This covers various provident-related payment transactions, which shall not be limited to the following:

1. Savings-related

▪ Membership Savings (MS) ▪ Modified Pag-IBIG II (MP2)

2. Short-Term Loan (STL)-related

▪ Multi-Purpose Loan (MPL) ▪ Calamity Loan

3. Housing-related

▪ Housing Loan (HL) amortization ▪ Full payment of HL obligation ▪ HL processing fee ▪ Appraisal fee ▪ Conversion cost

4. Disposal of Pag-IBIG Fund Acquired Assets

▪ Full payment of selling price ▪ Reservation fee ▪ Down payment/Bidder’s Bond ▪ Equity ▪ Processing Fee (for sale through long-term installment to be paid upon submission of requirements) ▪ Advance Sales/Redemption Insurance (MRI/SRI) premiums ▪ Advance Fire and Allied Perils Insurance (FAPI) premiums ▪ Interim interest ▪ Monthly installment (for short-term installment) ▪ Advance monthly installment ▪ Monthly rental ▪ Advance rent (for lease with option to purchase, upon signing of contract of lease) ▪ Security deposit (for lease with option to purchase, upon signing of contract of lease) ▪ Cash bond (for negotiated sale-bulk sale) 5. Other Amounts due

▪ Corresponding penalties due to remittance beyond due date ▪ Re-filing or re-evaluation of HL application ▪ Inspection in excess of four (4) inspections for accounts with staggered releases (e.g., home improvement and house construction) ▪ Handling fee per additional Check issued for split payment of HL proceeds

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This service shall start from the receipt of supporting documents from Payor for the issuance of Payment Order Form (POF) up to issuance of Pag-IBIG Fund Official Receipt (PFOR) to Payor.

Office or Division: ▪ Member Services II – Frontline Servicing – Branch ▪ Branch Support – Branch Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Pag-IBIG Fund members/member-borrowers and non-Pag-IBIG members (only for sale of Acquired Assets through cash or short-term installment [12 months]) CHECKLIST OF REQUIREMENTS WHERE TO SECURE A. REQUIREMENTS FOR ISSUANCE OF PAYMENT ORDER FORM (POF) For Individual Payor, any of the following: ▪ Pag-IBIG Fund Loyalty Card Plus (original/photocopy)

▪ Latest Pag-IBIG Fund Official Receipt (PFOR, Pag-IBIG Fund original/photocopy)

▪ Monthly Short-Term Loan (STL)/Housing Loan (HL) Billing Statement (MSBS/MHBS) (original/photocopy) For Employer, any of the following, in soft copy: 1.1 For MS, Membership Savings Remittance Form (MSRF, HQP-PFF-053)

1.2 For STL, Short Term-Loan Remittance Form (STLRF, HQP-SLF-017) Employer 1.3 For HL, Statement of Payroll Deduction/ Housing Loan Amortization Remittance Form (HLARF) B. REQUIREMENTS FOR REMITTANCE OF MS/PAYMENT OF LOAN AMORTIZATION AND OTHER AMOUNTS DUE TO THE FUND Payment Order Form (POF) ▪ For provident-related, HQP-PFF-100 ▪ For housing-related ➢ Developer, HQP-HLF-027 Pag-IBIG Fund ➢ ROPA, HQP-AAF-006 ➢ Appraisal Fee, HQP-WLF-185

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CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE A. ISSUANCE OF PAYMENT ORDER FORM (POF) 1. On or before the 1. Determine the type of scheduled date of transaction the

remittance/payment, payment is intended. proceed to Frontline 1.1 Request the Payor Servicing Counter, to present and/or request for Payment submit any of the Order Form (POF), following, per type and wait for the of transaction: number to be called. For Individual Payor (IP),

whichever is applicable 20 Minutes ▪ Pag-IBIG Fund

Loyalty Card Plus ▪ Latest PFOR ▪ MSBS/MHBS For Employer Member ▪ For MS, MSRF Services ▪ For STL, STLRF None Officer ▪ For HL, Statement of Member Payroll Deduction/ Services II – HLARF Frontline Servicing - 1.2 Generate and issue Branch POF to Payor or

Employer.

2. Receive the POF 2. Advise the Payor or from Member Employer to proceed

Services Officer. to payment counter 5 Minutes and present POF/ other supporting documents, as applicable, for remittance/ payment.

TOTAL: None 25 Minutes

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B. ACCEPTANCE OF MS REMITTANCE/LOAN AMORTIZATION PAYMENT AND OTHER AMOUNTS DUE TO THE FUND 3. Submit POF to 3. Upon receipt of Cashier. POF and/or supporting documents (as applicable), access

the system and

encode the POF None 5 Minutes Number/Borrower’s Name.

3.1 Ensure that details reflected in the system are matched with POF. Cashier 4. Remit MS/pay loan 4. Receive actual Depends Branch Support- Branch amortization and Cash/Check from on the other amounts due Payor or Employer. amount to the Fund and due per receive PFOR. 4.1 Ensure that type of Cash/Check transac- 20 received is matched tion Minutes with the amount (Cash and being paid. dated Check)

4.2 Generate and sign 25 Minutes Pag-IBIG Fund (Postdated

Official Receipt Check) (PFOR, HQP-TMF- 015).

4.3 Issue PFOR to Payor/Employer.

Depends

TOTAL: on the amount Cash and Dated Check due per 25 Minutes type of transac- Postdated Check 30 Minutes tion

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Notes: 1. For Payor with invalid MID No., the Payment Screener may use the member’s name with date of birth to get the member’s details. 2. Once the Payor’s details have been encoded, the system shall automatically: ▪ Verify the validity of Payor’s MID No. ▪ Determine the Branch the payment is due. 3. If the employer has employees without assigned Pag-IBIG MID No., advise the employer that the member’s payment shall not be posted in the employee’s subsidiary ledger (SL). 4. Employer must submit a revised MSRF/STLRF reflecting a complete MID Nos. of its concerned employees. 5. The system will automatically capture the “period covered” and “amount due” reflected in the uploaded file. 6. The uploaded remittance file shall appear in the Payment Order Form Screening Window. 7. The system will automatically match the amount encoded in the system against the amount reflected in remittance file. If the amount encoded does not match, the remittance file shall not be served. 8. The uploading of remittance file shall proceed once the information of the member is updated. 9. The system will automatically compute the total amount due for HL amortization. 10. For payment of HL amortization, the borrower shall be advised that for his/her succeeding payment, he/she may pay his/her HL amortization to the Fund’s accredited collecting partners such as Bayad Center, SM Business Center, etc. 11. For remittance/payment using Post-dated Check (PDC), an Acknowledgement Receipt (AR) shall be issued to the Payor upon receipt of remittance/payment.

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15.30. ProcessProcess EnrollmentEnrollment of of Employer Employer to to the the Electr Electroniconic Submission Submission of Remittance of RemittanceSchedule (eSRS) Schedule Facility (eSRS) Facility

This service refers to the enrollment process of employers with nine (9) and below employees and their respective authorized users to the eSRS Facility of the Fund. This aims to facilitate the online submission of remittance schedule of employers.

This service shall start from the receipt of eSRS Employer Enrollment Form from the Employer up to approval of the said enrollment.

Office or Division: Member Services II – Frontline Servicing – Branch Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Employer with employees nine (9) and below CHECKLIST OF REQUIREMENTS WHERE TO SECURE ▪ eSRS Employer Enrollment Form (HQP-TMF- Pag-IBIG Fund website 190) (www.pagibigfund.gov.ph) ▪ Signature Specimen Form (HQP-PFF-003) Pag-IBIG Fund Intranet Portal CLIENT STEPS AGENCY ACTION FEES TO PROCESSING PERSON BE PAID TIME RESPONSIBLE 1. Visit Pag-IBIG Fund 1. Upon receipt of website at accomplished eSRS www.pagibigfund.go Employer Enrollment v.ph Form, access PFMS 1.1 Select system and check the

“Downloadable completeness of

Form”. details in the enrollment form 1.2 Download and against the Member

accomplish the registration Services Officer eSRS Employer information in the 30 Minutes Member Enrollment Form. system. None Services II – Frontline 1.3 Nominate an 1.1 Verify the signature Servicing – authorized user. of Employer or Branch

authorized personnel 1.4 Sign and submit the in the enrollment eSRS Employer form against the Enrollment Form to Specimen Signature Pag-IBIG Servicing Form (SSF). Branch.

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1.2 Ensure that the employee has Pag-IBIG MID Number.

Member

1.3 Generate monthly Services Officer remittance template None 30 Minutes Member based on previous Services II –

remittance details. Frontline Servicing – 1.4 Save Employer Branch enrollment in the system.

NOTE: The system shall automatically send an email notification to the employer concerning approval of enrollment to the Employer’s authorized user or user account access.

TOTAL: None 1 Working Day Notes: 1. The following data elements are mandatory during enrollment: ▪ Employer ID Number ▪ Employer/Business Name ▪ Pag-IBIG Servicing Branch ▪ Employer Address ▪ Any Contact Number (e.g., direct line, cell

phone number) ▪ Employer Authorized User - Pag-IBIG MID Number - Name - Designation - User Name - Email Address - Cell Phone Number

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2. The accomplished eSRS Employer Enrollment Form shall be done by the Employer himself or any authorized personnel. 3. The Pag-IBIG Servicing Branch refers to the branch of account of the Employer. 4. If there is a discrepancy on address and contact details of the employer, request employer to submit the Employer’s Change of Information Form. 5. In case there is a discrepancy in information, the employer shall be advised to re-submit the eSRS Enrollment Form once the registration information has been updated. 6. The Employer must have an initial payment with Pag-IBIG Branch prior to enrollment to the facility. 7. The authorized user must have an email account for every enrolled account in the Fund.

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1.16. M Membershipembership Registration Registration at the atBranch the Branch(Employee (Employee-Assisted)-Assisted)

Membership registration enables employed and/or self-employed individuals to register with the Fund and secure their Pag-IBIG Membership ID (MID) Number. Membership registration with the Fund may either be mandatory or voluntary.

This service shall start from the registration at the Pag-IBIG Branch kiosk up to the issuance of the Pag-IBIG MID Number.

Office or Division: ▪ Member Services I - Marketing and Sales - Pag-IBIG Fund Branch ▪ Data Center Department (DCD) Classification: Simple Transaction Type of Transaction: G2C - Government to Client Who may avail: Mandatory Coverage:

Coverage under the Fund shall be mandatory to the following:

▪ All employees who are or ought to be covered by the Social Security System (SSS), provided that actual membership in the SSS shall not be a condition precedent to the mandatory coverage in the Fund. It shall include, but are not limited to:

 A private employee, whether permanent, temporary, or provisional who is not over sixty (60) years old;  A household helper earning at least P1,000.00 a month. A household helper is any person who renders domestic services exclusively to a household such as a driver, gardener, cook, governess, and other similar occupations;  A Filipino seafarer upon the signing of the standard contract of employment between the seafarer and the manning agency, which together with the foreign ship owner, acts as the employer;  A self-employed person regardless of trade, business or occupation, with an income of at least P1,000.00 a month and not over sixty (60) years old;

▪ All employees who are subject to mandatory coverage by the Government Service Insurance System (GSIS), regardless of their status of appointment, including members of the judiciary and constitutional commissions; ▪ Uniformed members of the Armed Forces of the Philippines, the Bureau of Fire Protection, the Bureau of Jail Management and Penology, and the Philippine National Police; ▪ Filipinos employed by foreign-based employers, whether they are deployed here or abroad or a combination thereof.

Voluntary Coverage:

An individual at least 18 years old but not more than 65 years old may register with the Fund under voluntary membership. However, said individual shall be required to comply with the set of rules and regulations for Pag-IBIG members including the amount of contribution and schedule of payment. In addition, they shall be subject to the eligibility requirements in the event of availment of loans and other programs/benefits offered by the Fund. 1

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The following shall be allowed to apply for voluntary membership:

CHECKLIST OF REQUIREMENTS WHERE TO SECURE None None

FEES TO BE PROCESSING CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE PAID TIME 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get a desired queue number transaction. and wait for the number to be called. 2. Register online 2. Assist registrant None 15 minutes Marketing Specialist using the to register online. MS I – Marketing and dedicated Sales computers for online registration.

2.1 At cut-off period, None 2 days Data Center Department the system shall (DCD) perform deduping process prior assignment of MID number.

TOTAL None 2 days and 45 minutes

2 121 NOTES: a. Registrant with cellphone number will receive a Short Message Service (SMS) notification informing him of the Registration Tracking Number (RTN), upon successful registration. Once the Pag-IBIG MID Number is available, the member will receive instruction on how to get the Pag-IBIG Membership ID (MID) Number thru SMS. b. Registrant without cellphone number may get their MID No. through the Pag-IBIG Hotline or at any Pag-IBIG Fund Branch after three (3) working days upon successful registration.  The registrant may call telephone number 8724-4244 and request his Pag-IBIG MID number, provided that the registrant shall be able to answer at least three (3) security questions correctly, to establish his identity.  The registrant may also visit any Pag-IBIG Fund Branch and present one (1) valid ID to request his Pag-IBIG MID number.

* Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

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17.2. M Membershipembership Registration Registration thru Submission thru Submission of MDF of MDF

This service shall start from the receipt of accomplished Member’s Data Form (MDF) up to the issuance of the Pag-IBIG MID Number.

Coverage under the Fund shall be mandatory to the following:

Voluntary Coverage:

123 they shall be subject to the eligibility requirements in the event of availment of loans and other programs/benefits offered by the Fund.

The following shall be allowed to apply for voluntary membership:

▪ Non-working spouses who devote full time to managing the household and family affairs, unless they also engage in another vocation or employment which is subject to mandatory coverage, provided the employed spouse is a registered Pag-IBIG member and consents to the Fund membership of the non-working spouse; ▪ Filipino employees of foreign government or international organization, or their wholly owned instrumentality based in the Philippines, in the absence of an administrative agreement with the Fund; ▪ Employees of an employer who is granted a waiver or suspension of coverage by the Fund under RA 9679; ▪ Leaders and members of religious groups; ▪ A member separated from employment, local or abroad, or ceased to be self-employed but would like to continue paying his/her personal contribution. Such member may be a pensioner, investor, or any other individual with passive income or allowances; ▪ Public officials or employees who are not covered by the GSIS such as Barangay Officials, including Barangay Chairmen, Barangay Council Members, Chairmen of the Barangay Sangguniang Kabataan, and Barangay Secretaries and Treasurers; ▪ Such other earning individuals/groups as may be determined by the Board by rules and regulations. CHECKLIST OF REQUIREMENTS WHERE TO SECURE Member’s Data Form (HQP-PFF-039) Pag-IBIG website (www.pagibigfund.gov.ph) or in any (1 Original) Pag-IBIG Fund Branch AGENCY FEES TO PROCESSING PERSON CLIENT STEPS ACTION BE PAID TIME RESPONSIBLE 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired number and wait transaction. for the number to be called. 2. Submit duly 2. Receive MDF None 15 minutes Marketing Specialist accomplished MDF and encodes MS I - Marketing and to Marketing data in the Sales Specialist. system.

2.1 At cut-off None 2 days Data Center Department period, the (DCD) system shall perform deduping process prior assignment of MID number. TOTAL None 2 days and 45 minutes

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NOTES: a. Registrant with cellphone number will receive a Short Message Service (SMS) notification informing him of Registration Tracking Number (RTN), upon successful registration. Once the Pag-IBIG MID Number is available, the member will receive instruction on how to get the Pag-IBIG Membership ID (MID) Number thru SMS. b. Registrant without cellphone number may get their MID No. through the Pag-IBIG Hotline or at any Pag-IBIG Fund Branch after three (3) working days upon successful registration.  The registrant may call telephone number 8724-4244 and request his Pag-IBIG MID number, provided that the registrant shall be able to answer at least three (3) security questions correctly, to establish his identity.  The registrant may also visit any Pag-IBIG Fund Branch and present one (1) valid ID to request his Pag-IBIG MID number.

* Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

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18.11. RequestRequest for for Accreditation Accreditation of Fund of CoordinatorFund Coordinator (FC) (FC) A Fund Coordinator refers to the person that liaises between Pag-IBIG Fund and the employer of a business with more than fifty (50) employees, to communicate and coordinate with the Fund’s activities.

The accredited Fund Coordinator shall:  Act as the official representative of the company in its official transaction with the Fund;  Ensure that their employees have Pag-IBIG Members Identification (MID) Number prior submission of remittance list of their employees to the Fund;  Serve as an official link between the Fund and employee-members about the Fund programs and activities;  Facilitate participation of employer in Pag-IBIG programs; and  Attend all meetings/forums/assemblies called by the Fund.

This service shall start from receipt of Fund Coordinator Nomination Form up to issuance of Fund Coordinator Identification Card to concerned Fund Coordinator (FC).

Office or Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Division: Classification: Simple Transaction Type of G2B - Government to Business Entity Transaction: Who may avail: The nominee for Fund Coordinator must: ▪ Be a regular employee of the company with sufficient discretion preferably from the Human Resource Department or Accounting Department; ▪ Be capable of imparting information to co-employees; ▪ Be of known probity; ▪ Be an active Pag-IBIG Fund member under the company s/he represents and if with existing Short-Term Loan (STL), the account must be updated; and ▪ Have an active official email account.

CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Fund Coordinator Nomination Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (FCNF, HQP-PFF-067) (2 Originals) Pag-IBIG Fund Branch

2. Company ID (1 Photocopy) and valid ID Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, acceptable to the Fund (1 Photocopy) OWWA, POEA, MARINA, Post Office, COMELEC, NBI, 3. Valid ID of Head of Office or Authorized Local Police Station, BOI, Barangay, NCWPD, or DSWD Signatory (2 Photocopies)

4. Two (2) latest 1x1 ID photo

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

1 126 FEES PROCESSING CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE TIME PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get desired transaction. a queue number and wait for the number to be called.

2. Submit duly 1. Receive duly None 5 minutes Marketing Specialist accomplished accomplished FCNF Member Services I - FCNF and and required Marketing and Sales - required documents from Branch documents to applicant. the Marketing Specialist.

2.1 Check correctness None 10 minutes of FC’s details and authenticity of signature of the authorized signatory in the nomination form against the SSF on file or in the intranet portal.

2.2 Determine eligibility None 2 hours of the nominee based on the eligibility requirement.

Note: For disqualified applications, issue Notice of Disapproval of Request to the concerned employer.

2.3 Review and approve None 1 day** Supervising Member the nomination form. Services Officer Member Services I - Marketing and Sales - Branch

Branch Head

2 127 2.4 Prepare and issue None 1 day** Marketing Specialist/ Letter to Employer Supervising Member re: Issuance of FC Services Officer/Branch ID and FC Head Identification Card Member Services I - to concerned Marketing and Sales - employer. Branch

2 days and 2 TOTAL: None hours and 45 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. **The activity is being done in batch and may be done at the end of the day.

128 13.19. Request for for Certificate Certificate of Full of PaymentFull Payment The Certificate of Full Payment (HQP-SLF-057) is a certification issued to members with fully-paid Multi-Purpose Loan (MPL) or Calamity Loan. The same shall be issued to the concerned member upon request.

This service shall start from the receipt of request from the member up to issuance of the Certificate of Full Payment.

Office or Division: ▪ Member Services II - Frontline Servicing - Pag-IBIG Fund Branch ▪ STL Accounting Division - Technical and Admin. Support (STLAD- TAS) Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (2 Originals) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, (2 Photocopies) GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD or DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Information Officer number for the Officer and get a queue desired transaction. Branch number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 5 minutes Member Services Fund Request Slip Fund Request Slip Officer and required and required Member Services document to the documents from II - Frontline Member Services member. Servicing - Officer. Branch

129 1

2.1 Access system and None 5 minutes check member’s record against the documents submitted.

2.2 Verify and ensure None 15 minutes that the Multi- Purpose Loan (MPL)/Calamity Loan (CL) of the concerned member is fully-paid.

Note: In cases where the member’s existing MPL/CL is not yet fully paid, a Notice of Disapproval of Request shall be issued to the member- borrower.

2.3 Sign copy 2 of the None 3 minutes request to acknowledge receipt of the request and indicate scheduled date of release.

2.4 Issue copy 2 of the None 2 minutes request to the concerned member.

2.5 Compile and None 1 day** endorse all received request to STLAD - TAS on the following working day.

2.6 View member- None 5 minutes Accounts borrowers loan Specialist details in the STL Accounting system and ensure Division - that the member- Technical and borrower’s existing Admin. Support loan is fully-paid.

130 2

2.7 Prepare Certificate None 3 minutes of Full Payment.

2.8 Review and None 1 day** Head approve/ STL Accounting disapprove of Division - Certificate of Full Technical and Payment and Admin. Support endorse to concerned branch for releasing.

3. On scheduled date of 3. Provide queue None 30 minutes* Information release, proceed to number for the Officer the Information Officer desired transaction. Branch and get a queue number to claim the requested Certificate of Full Payment and wait for the number to be called.

4. Present the 4. Issue the Certificate None 5 minutes Member Services acknowledged of Full Payment to Officer Request Slip to the the concerned Member Services Member Services member. II - Frontline Officer. Servicing - Branch

2 days, 1 hour None TOTAL: and 43 minutes * Time indicated shall include waiting time of the transacting clientss and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

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12.20. Request for for Certificate Certificate of No of ShortNo Short-Term-Term Loan (STL)Loan Availment(STL) Availment The Certificate of No STL Availment (HQP-SLF-115) is a certification issued to members with no record of Multi-Purpose Loan (MPL) or Calamity Loan as of date of request. The same shall be issued to the concerned member upon request.

This service shall start from the receipt of request from the member up to issuance of the certificate.

Office or Division: Member Services II - Frontline Servicing - Pag-IBIG Fund Branch Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (2 Originals) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Information Officer number for the Officer and get a queue desired transaction. Branch number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Request Slip None 10 minutes Member Services Member Request and required Officer Slip and required document from Member Services document to the member. II - Frontline Member Services Servicing - Officer. Branch

2.1 Access system and None 5 minutes check member’s record against the documents submitted.

132 1

2.2 Verify and ensure None 15 minutes that member has no existing Multi- Purpose Loan (MPL)/Calamity Loan (CL).

Note: In cases where the member has existing MPL/CL, a Notice of Disapproval of Request shall be issued to the member.

2.3 Sign copy 2 of the None 3 minutes Request to acknowledge receipt of the request and indicate scheduled date of release.

2.4 Issue copy 2 of the None 2 minutes Request to the concerned member.

2.5 Prepare and None 15 minutes facilitate approval of Certificate of No STL Availment.

2.6 Review and ensure None 1 day** Supervising correctness of Member Services details of Certificate Officer of No STL Member Services Availment. II - Frontline Servicing - Branch

2.7 Sign the Certificate None 1 day** Branch Head of No STL Availment to indicate approval.

3. On scheduled date of 3. Provide queue None 30 minutes* Information release, proceed to number for the Officer the Information desired transaction. Branch Officer and get a queue number to claim the requested 2 133 document and wait for the number to be called.

4. Present the 4. Issue the Certificate None 5 minutes Member Services acknowledged of No STL Officer Request Letter to the Availment to the Member Services Member Services concerned member. II - Frontline Officer. Servicing - Branch

2 days, 1 hour None TOTAL: and 55 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

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21.27. Request forfor ComputationComputation of of Total Total Provident Provident Obligation Obligation of of Unregistered/ DelinquentUnregistered Employers/Delinquent (More Employers than 3 (More months than in 3 arrears) months in arrears) The Computation of Total Provident Obligation (HQP-PFF-176) is a system-generated document reflecting the details of the total provident obligation of the concerned employer with the Fund. The same shall be issued to the concerned employer upon request.

This service shall start from the receipt of request from the employer up to issuance of the Computation of Total Provident Obligations.

Office or Division: ▪ Member Services I - Marketing and Sales - Pag-IBIG Fund Branch ▪ Billing and Collection – Technical and Admin Support (BCD-TAS) Classification: Highly Technical Type of Transaction: G2B – Government to Business Entity Who may avail: All employers whose business operations is supposed to be mandatorily covered by Pag-IBIG Fund but failed to register and/or remit the required Pag- IBIG monthly mandatory savings with the Fund. CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (2 Originals) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

2. Membership Savings Remittance Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (MSRF) (softcopy) Pag-IBIG Fund Branch

3. Payroll for applicable period/SSS R-3 Employer (photocopy)

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Marketing Specialist Fund Request Slip Fund Request Slip MS I - Marketing and and required and required Sales - Branch documents to the documents from Marketing concerned employer. Specialist. 2.1 Sign copy 2 of the None 3 minutes Request Slip to acknowledge receipt of the request and indicates scheduled date of release.

135 2.2 Issue copy 2 of the None 2 minutes Request to the concerned employer.

2.3 Compile and None 1 day** endorse all receive request for Computation of Total Provident Obligation with more than 3 months in arrears.

2.4 On scheduled date, None 15 days Collection Officer BCD- perform validation TAS and computation of total provident obligation.

2.5 Review details of None 1 day** Supervising Collection the Computation of Officer BCD-TAS Total Provident Obligations and signs the document.

2.6 Approve/ None 1 day** Division Chief III BCD-TAS disapprove Computation of Total Provident Obligation and endorse to Branch for releasing. 3. On scheduled date 3. Provide queue None 30 minutes* Information Officer of release, proceed number for the Branch to the Information desired transaction. Officer and get a queue number to claim the requested document and wait for the number to be called. 4. Present the 4. Issue the None 5 minutes Marketing Specialist acknowledged Computation of MS I - Marketing and Pag-IBIG Fund Total Provident Sales - Branch Request Slip to the Obligation to the Member Services concerned Officer. employer. 18 days, 1 hour None TOTAL: and 20 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day. 2 136 22.26. Request Request for for Computation Computation of Total of TotalProvident Provident Obligation Obligation of Unregistered/ of Unregistered/ Delinquent DelinquentEmployers (Unregistered Employers Employers(Unregistered with up Employers to 3 months within arrears) up to 3 months in arrears) The Computation of Total Provident Obligation (HQP-PFF-176) is a system-generated document reflecting the details of the total provident obligation of the concerned employer with the Fund. The same shall be issued to the concerned employer upon request.

This service shall start from the receipt of request from the employer up to issuance of the computation of total provident obligation.

Office or Division: Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Classification: Highly Technical Type of Transaction: G2B – Government to Business Entity Who may avail: All employers whose business operations is supposed to be mandatorily covered by Pag-IBIG Fund but failed to register with the Fund. CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip Pag-IBIG website or at any Pag-IBIG Branch (2 Originals)

2. Membership Savings Remittance Form Pag-IBIG website or at any Pag-IBIG Branch (MSRF) (softcopy)

3. Payroll for applicable period/SSS R-3 Employer (photocopy)

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive required None 10 minutes Marketing Specialist Fund Request Slip documents from Member Services I - and required concerned employer. Marketing and Sales - document to the Branch Member Services Officer.

2.1 Sign copy 2 of the None 3 minutes Request Slip to acknowledge receipt of the request and indicates scheduled date of release. 1

137

2.2 Issue copy 2 of the None 2 minutes Request to the concerned employer.

2.3 On scheduled date, None 4 days performs validation and computation of total provident obligation.

2.4 Review details of None 1 day** Supervising Member the Computation of Services Officer Total Provident Member Services I - Obligations and Marketing and Sales signs the document.

2.5 Review and sign None 1 day** Branch Head Computation of Total Provident Obligation.

3. On scheduled date 3. Provide queue None 30 minutes* Information Officer of release, proceed number for the Branch to the Information desired transaction. Officer and get a queue number to claim the requested document and wait for the number to be called.

4. Present the 4. Issue the None 5 minutes Marketing Specialist acknowledged Computation of Member Services I - Request Slip to the Total Provident Marketing and Sales - Member Services Obligation to the Branch Officer. concerned employer. 6 days, 1 hour None TOTAL: and 20 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

2 138 23.28. Request Request for for Issuance Issuance of Certificate of Certificate of Employer’s of Employer’s Registration (COER)Registration (COER) The Certificate of Employer Registration (COER) is a certificate issued to employers which serves as proof of registration with Pag-IBIG Fund. The said document is issued to registered employers upon payment of their initial remittance of membership savings.

This service shall start upon the receipt of request from the employer/authorized representative up to issuance of the certificate.

Office or Member Services I - Marketing and Sales – Pag-IBIG Fund Branch Division: Classification: Complex Transactions Type of G2B - Government to Business Entity Transaction: Who may avail: Employer/Authorized Representative CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Letter Request (1 Original 1 Photocopy) Employer

2. One (1) valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must presented for authentication. FEES TO PROCESSING CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE BE TIME PAID 1. Proceed to the 1. Provides queue None 30 minutes* Information Officer Information number for the Officer and get desired transaction. a queue number and wait for the number to be called.

2. Submit Letter 2. Receive Letter and None 5 minutes MS I - MS – Branch/ and required required document Marketing Specialist documents to from employer/ the Marketing authorized Specialist. representative.

2.1 Check authenticity of None 10 minutes the documents submitted.

2.2 Accesses system and None 5 minutes verify employer’s registration details.

139 2.3 Verify employer’s None 5 minutes ledger and ensures that the concerned employer has remitted the initial remittance of the membership savings of their employees and has not been previously issued with COER.

2.4 Sign copy 2 of the None 3 minutes Letter to acknowledge the receipt of the request and indicates the scheduled date of release.

2.5 Issue copy 2 of the None 2 minutes Letter to the concerned employer/ authorized representative.

Note: In case of discrepancy/ inconsistency, a Notice of Disapproval of Request shall be issued to the requestor.

2.6 Access the COER None 10 minutes template and facilitate printing of the employer’s certificate and Transmittal List.

2.7 Ensure correctness of None 1 day** Branch Head the details of COER and signs Transmittal List to indicate approval.

2.8 Endorse printed None 10 minutes COER to Area Head for signature.

2.9 Affix initials on the None 4 days** Area Head COER to indicate approval and return to concerned Branch for releasing.

2 140 3. On scheduled 3. Provide queue None 30 minutes* Information Officer date of release, number for the proceed to the desired transaction. Information Officer and get a queue number to claim the requested document and wait for the number to be called.

4. Present the 4. Issue COER to the None 5 minutes MS II-FS-Branch acknowledged employer/authorized Member Services Officer Letter Request to representative. the Member Services Officer.

5 days, 1 hour None TOTAL: and 55 minutes * Time indicated shall include waiting time of the transacting members and shall depends on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

3 141 19.24. RequestRequest for for Issuance Issuance of of Pag-IBIG Pag-IBIG Clearance Clearance Certificate Certificate The Pag-IBIG Clearance Certificate is a certificate issued to registered employer that serve as proof of remittance of membership savings (MS) for a certain period and that the concerned employer has no pending legal case filed at the time of the evaluation of request.

This service shall start from the receipt of request from the employer/authorized representative up to issuance of the clearance certificate.

Office or Division: Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Classification: Complex Transaction Type of G2B - Government to Business Entity Transaction: Who may avail: Employer/Authorized Representative CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

2. Latest Pag-IBIG Fund Receipt or any proof Pag-IBIG Fund or Collecting Agents of remittance (1 Photocopy)

3. Latest acknowledged Membership Savings Pag-IBIG Fund Remittance Form (MSRF, HQP-PFF-053)

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Information number for the desired Officer Officer and get a transaction. Branch queue number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Marketing Fund Request Fund Request Slip Specialist Slip and and required Member Services required documents from I - Marketing and documents to employer/ authorized Sales the Marketing representative. Specialist.

142 1

2.1 Access system and None 5 minutes verify employer’s details.

2.2 Sign copy 2 of the None 3 minutes Pag-IBIG Fund Request Slip to acknowledge the receipt of the request and indicates the scheduled date of release.

2.3 Issue copy 2 of the None 2 minutes Pag-IBIG Fund Request Slip to the concerned employer/authorized representative.

Note: In case of discrepancy/ inconsistency/deficiency, the Marketing Specialist shall issue Notice of Disapproval of Request to the Employer/ Authorized Representative.

2.4 Access system and None 5 days verifies the following: - If concerned employer has Pag-IBIG MID number. - If has no arrearages in remittance of membership savings (MS). - If has no pending legal case with the Fund. - For employers with at least ten (10) employees, verifies if enrolled under Electronic Payment and Collection Facility (EPCF) 2 143 2.5 Prepare and None 15 minutes Marketing facilitates approval of Specialist the employer’s Member Services Pag-IBIG Clearance I - Marketing and Certificate and Sales supporting documents.

2.6 Review details of None 10 minutes Supervising Clearance Certificate Member Services against supporting Officer documents. Member Services I - Marketing and Sales

2.7 Sign the Pag-IBIG None 1 day** Branch Head Clearance Certificate and supporting documents to indicate approval.

3. On scheduled 3. Provide queue None 30 minutes* Information date of release, number for the Officer proceed to the desired transaction. Branch Information Officer and get a queue number to claim the requested document and wait for the number to be called.

4. Present the 4. Issue the Pag-IBIG None 5 minutes Marketing acknowledged Clearance Certificate Specialist Pag-IBIG Fund and the Letter to Member Services Request Slip to Employer re: I - Marketing and the Marketing Issuance of Pag-IBIG Sales Specialist. Clearance Certificate.

6 days, 1 hour None TOTAL: and 50 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

3 144 25.8. Request Request for for Member’s Member’s Statement Statement of Accumulated of Accumulated Value (MSAV) Value (MSAV)

The Member’s Statement of Accumulated Value (MSAV) is a statement of a Pag-IBIG member’s total savings with the Fund. The same maybe generated and issued upon request of the member.

This service shall start from the receipt of request from the member up to issuance of the MSAV.

Office or Division: Member Services II - Frontline Servicing - Pag-IBIG Fund Branch Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

2. Valid ID acceptable to the Fund (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTION BE TIME RESPONSIBLE PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Information Officer number for the Officer and get a queue desired transaction. Branch number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Member Services Fund Request Slip Fund Request Slip Officer and required and required Member Services document to the document from II - Frontline Member Services member. Servicing - Officer. Branch

145 1

2.1 Access system and None 5 minutes check member’s record against the documents submitted.

2.2 Verify and ensure None 15 minutes that member’s record is not subject for reconciliation.

Note: For accounts subject for reconciliation, a Notice of Disapproval of Request shall be issued to the member.

2.3 Generate None 5 minutes Member’s Statement of Accumulated Value (HQP-PFF-102).

2.4 Issue the system- None 5 minutes generated MSAV to the concerned member.

1 hour and 10 None TOTAL: minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue

146 2

26.24. RequestRequest for for Merging/Consolidation Merging/Consolidation of Member’s of Member’s Record Record

This service aims to aid the consolidation/merging of member’s record from various employer/business.

Consolidation/merging of records starts from the receipt of request to consolidate/merge the member’s record up to approval of the request.

▪ Member Services II - Frontline Servicing - Pag-IBIG Fund Branch Office or ▪ Membership Contributions Accounting Division - Technical and Admin. Support Division: (MCAD-TAS) Classification: Highly Technical Transaction Type of G2C - Government to Client Transaction: Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE Member 1. Request for Consolidation/Merging of Pag-IBIG Fund Branch or Pag-IBIG Website Member’s Records (HQP-PFF-093) (1 (www.pagibigfund.gov.ph) Original)

2. Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Original) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

Representative 1. Notarized Special Power of Attorney Notary Public (HQP-PFF-033) (1 Original)

2. Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

3. Request for Consolidation/Merging of Pag-IBIG Fund Branch or Pag-IBIG Website Member’s Records (HQP-PFF-093) (www.pagibigfund.gov.ph) (1 Original)

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES TO PROCESSING CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE BE PAID TIME 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get desired a queue transaction. number for STL application and wait for the number to be called. 1 147 2. Submit duly 2.1 Receive Request None 10 minutes Member Services Officer accomplished for Consolidation/ Member Services II - Request for Merging of Frontline Servicing - Consolidation/ Member’s Record Branch Merging of and required Member’s documents from Records and concerned required member. document to Member Services Officer.

2.2 Sign copy 2 of the None 3 minutes Request for Consolidation/ Merging of Member’s Record to acknowledge receipt of the request and indicate date of completion of request.

2.3 Issue copy 2 of None 2 minutes the Request to the concerned member.

2.4 Compile and None 1 day** endorse all receive request and endorse to MCAD-TAS for processing.

2.5 On scheduled None 15 days Accounts Specialist date, based on MCAD-TAS the received documents, process consolidation/ merging of member’s record.

2.6 Approve/ None 1 day** Division Chief III MCAD- disapprove TAS consolidated/ merged record.

148 2

2.7 Scan and None 5 minutes Accounts Specialist forwards copy of MCAD-TAS the approved request form to the requesting branch.

2.8 Inform concerned None 2 minutes Member Services Officer member that his Member Services II - record has been Frontline Servicing - merged/ Branch consolidated through any of the following mode:

▪ Thru Fund Coordinator (FC) ▪ SMS ▪ Email Notification ▪ Other applicable modes

17 days and 52 None TOTAL: minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

3 149

7.27. Request Request for Multi for -Multi-PurposePurpose Loan (MPL)/Calamity Loan (MPL)/Calamity Loan Balance Loan Balance

The STL Statement of Account is a statement that shows the total amount due from the member- borrower as of certain cut-off date. The same shall be generated and issued to the concerned member- borrower upon request.

This service shall start from the receipt of request from the member up to issuance of the SOA.

Office or Division: Member Services II - Frontline Servicing - Pag-IBIG Fund Branch Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (HQP-PFF-369) Pag-IBIG website (www.pagibigfund.gov.ph) or in any (1 Original) Pag-IBIG Branch

2. Valid ID acceptable to the Fund (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication.

FEES TO PROCESSING CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE BE TIME PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information Officer number for the Branch and get a queue desired transaction. number and wait for the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Member Services Officer Fund Request Slip Fund Request Slip MS II - Frontline Servicing - and required and required Branch document to the document from Member Services member. Officer.

150 --* 2.1 Access system and None 5 minutes check member’s record against the documents submitted.

2.2 Verify member- None 15 minutes borrower’s STL subsidiary ledger and ensure that the same is updated.

Note: For accounts subject for reconciliation, a Notice of Disapproval of Request shall be issued to the member.

2.3 Generate member- None 5 minutes borrower’s Statement of Account (SOA).

2.4 Issue the system- None 5 minutes generated SOA to the concerned member.

1 hour and 5 None TOTAL: minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

151 28.18. Request forfor ReprintingReprinting of of Certificate Certificate of Employer’sof Employer’s Registration Registartion (COER) (COER) The Certificate of Employer Registration (COER) is a certificate issued to employers which serves as proof of registration with Pag-IBIG Fund. The said document is issued to registered employers upon payment of their initial remittance of membership savings. However, concerned employers may request for reprinting of their COER.

This service shall start from the receipt of request from the employer/authorized representative up to issuance of the certificate.

Office or Division: Member Services I - Marketing and Sales - Branch Classification: Complex Transactions Type of G2B - Government to Business Entity Transaction: Who may avail: Employer/Authorized Representative CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (2 Originals) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

Notary Public 3. Notarized Affidavit of Loss

152 2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Marketing Specialist Fund Request Slip Fund Request Slip Member Services I - and required and required Marketing and Sales documents to the documents from Marketing employer/ Specialist. authorized representative.

2.1 Access system and None 5 minutes verify employer’s registration details.

2.2 Verify employer’s None 15 minutes ledger and ensures that the concerned employer has remitted the initial remittance of the membership savings of their employees.

Note: In case of discrepancy/ inconsistency, a Notice of Disapproval of Request shall be issued to the requestor.

2.3 Sign copy 2 of the None 3 minutes Pag-IBIG Fund Request Slip to acknowledge the receipt of the request and indicates the scheduled date of release.

2.4 Issue copy 2 of the None 2 minutes Pag-IBIG Fund Request Slip to the concerned employer/ authorized representative.

153 2.5 Access the COER None 10 minutes template and facilitate printing of the employer’s certificate and Transmittal List.

2.6 Ensure correctness None 10 minutes Branch Head of the details of COER and signs Transmittal List to indicate approval.

2.7 Endorse printed None 1 day** COER to Area Head for signature.

2.8 Affix initials on the None 6 days Area Head COER to indicate approval and return to concerned Branch for releasing.

4. Present the 4. Issue COER to the None 5 minutes Marketing Specialist Pag-IBIG Fund employer/authorized Member Services I - Request Slip to the representative. Marketing and Sales Marketing Specialist.

6 days, 1 hour None TOTAL: and 55 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

154 29.14. RequestRequest for for System System-Generated-Generated Members Members Data DataForm Form(MDF) (MDF)

The Member’s Data Form (MDF, HQP-SLF-115) is a system-generated document that contains the member’s Registration Tracking Number (RTN)/Pag-IBIG MID Number which shall serve as proof of registration to the Fund. The same shall be issued to the concerned member upon request.

This service shall start from the receipt of request from the member up to issuance of the system-generated MDF.

Office or Division: Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Classification: Simple Transaction Type of Transaction: G2C – Government to Client Who may avail: All Pag-IBIG Members CHECKLIST OF REQUIREMENTS WHERE TO SECURE 1. Pag-IBIG Fund Request Slip (2 Originals) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Branch

2. Valid ID acceptable to the Fund (2 Employer, DFA, LTO, PRC, SSS, GSIS, Photocopies) GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, DSWD

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. PERSON FEES TO PROCESSING CLIENT STEPS AGENCY ACTION RESPONSIB BE PAID TIME LE 1. Proceed to the 1. Provide queue None 30 minutes* Information Information Officer number for the Officer and get a queue desired Branch number and wait for transaction. the number to be called.

2. Submit Pag-IBIG 2. Receive Pag-IBIG None 10 minutes Marketing Fund Request Slip Fund Request Slip Specialist and required and required Member document to the documents from Services I - Member Services member. Marketing and Officer. Sales - Branch

155 1

2.1 Access system None 5 minutes and verify registration of the member.

2.2 Verify and ensure None 15 minutes that the member has registered online.

Note: In case the requestor has not yet registered online, advice member to register and a Notice of Disapproval of Request shall be issued to the member.

2.3 Generate system- None 3 minutes generated Member’s Data Form (HQP-PFF- 039).

2.4 Issue the system- None 5 minutes generated MDF to the concerned member.

1 hour and 8 None TOTAL: minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue.

156 2

10.30. Request Request for for Updating Updating of Employer of Employer’s’s Record Record

This service allows employers to change/update their record, if necessary.

Updating of employer’s record shall start from receipt of Employer’s Change of Information Form (ECIF) from the concerned employer up to approval of changes/updates of the employer’s record.

Office or Division: Member Services I - Marketing and Sales - Pag-IBIG Fund Branch Classification: Simple Type of G2C - Government to Client Transaction: Who may avail: Employer/Authorized Representative CHECKLIST OF REQUIREMENTS WHERE TO SECURE a. For Change/Correction of Employer/ Business Name

▪ Employer’s Change of Information Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (ECIF, HQP-PFF-106) (1 Original) Pag-IBIG Fund Branch

For Single Proprietorship ▪ Amended DTI Certificate (1 Photocopy) Department of Trade and Industry (DTI)

For Partnership/Corporation ▪ Amended SEC Certificate (1 Photocopy) Securities and Exchange Commission (SEC) ▪ Amended Articles of Partnership/ SEC Incorporation (1 Photocopy)

For Cooperative ▪ CDA Certificate (1 Photocopy) Cooperative Development Authority (CDA)

For Trade Association ▪ Amended SEC Certificate of SEC Incorporation (1 Photocopy)

b. For Change/Correction of Employer’s Address or Contact Details

▪ ECIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

1 157 For Single Proprietorship ▪ Amended DTI Certificate (1 Photocopy) Department of Trade and Industry (DTI)

For Partnership/Corporation ▪ Amended SEC Certificate (1 Photocopy) Securities and Exchange Commission (SEC) ▪ Amended Articles of Partnership/ SEC Incorporation (1 Photocopy)

For Cooperative ▪ CDA Certificate (1 Photocopy) Cooperative Development Authority (CDA)

For Trade Association ▪ Amended SEC Certificate of SEC Incorporation (1 Photocopy) c. For Change of Legal Personality

▪ ECIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

Single Proprietorship to Corporation ▪ SEC Certificate (1 Photocopy) SEC ▪ Articles of Incorporation (1 Photocopy) SEC ▪ Certificate of Cancellation as Single DTI Proprietorship (1 Photocopy)

Partnership to Corporation ▪ SEC Certificate (1 Photocopy) SEC ▪ Articles of Incorporation (1 Photocopy) SEC ▪ Deed of Dissolution of Partnership SEC (1 Photocopy) d. For Additional/Change of Authorized Signatory/ies

▪ ECIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

For Single Proprietorship ▪ DTI Certificate (1 Photocopy) Department of Trade and Industry (DTI) ▪ Specimen Signature Form (SSF, HQP- Pag-IBIG website (www.pagibigfund.gov.ph) or in any PFF-003) (1 Original) Pag-IBIG Fund Branch

2 158 For Partnership/Corporation ▪ Board Resolution (1 Photocopy) Employer ▪ Secretary’s Certificate (1 Photocopy) Employer ▪ SSF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

NOTE: In all instances wherein photocopies are submitted, the original document must presented for authentication. FEES TO PROCESSING CLIENT STEPS AGENCY ACTION PERSON RESPONSIBLE BE TIME PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get a desired transaction. queue number and wait for the number to be called.

2. Submit ECIF and 2. Receive ECIF and None 5 minutes Marketing Specialist required required documents Member Services I - documents to the from member. Marketing and Sales - Marketing Branch Specialist.

2.1 Check None 10 minutes completeness of employer’s details in the application form and authenticity of required documents submitted.

Note: In case of discrepancy/ inconsistency, issue Notice of Disapproval of Request to the employer/authorized representative.

2.2 Verify information to None 10 minutes be updated in the system against ECIF and required documents.

3 159 2.3 Update employer’s None 5 minutes information in the system and endorse documents for approval.

2.4 Approve/disapprove None 1 day** Supervising Member updated information Services Officer in the system. Member Services I - Marketing and Sales - Branch

2.5 Inform employer/ None 2 Minutes Marketing Specialist authorized Member Services I - representative that Marketing and Sales - his record has been Branch changed/updated through any of the following mode:

▪ Thru Fund Coordinator (FC) ▪ SMS ▪ Email Notification ▪ Other applicable mode

1 day, 1 hour None TOTAL: and 2 minutes * Time indicated shall include waiting time of the transacting clients and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

4 160 9.31. Request Request for Updatingfor Updating of Member’s of Member’s Record Record

This service allows Pag-IBIG member to change/update his/her membership record, if necessary.

Updating of member’s record shall start from the receipt of Member’s Change of Information Form (MCIF) up to approval of changes/updates in member’s record.

▪ Member’s Change of Information Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (MCIF, HQP-PFF-049) (1 Original) Pag-IBIG Fund Branch

b. Change/Correction of Name

▪ For Change in name due to marriage Pag-IBIG website (www.pagibigfund.gov.ph) or in any - Member’s Change of Information Pag-IBIG Fund Branch Form (MCIF, HQP-PFF-049) (1 Original)

- Marriage Contract (1 Original/Certified PSA or LCRO True Copy)

- Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ For Change in name (for reason other than marriage) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

161 - Court Order granting petition of Second Level Regional Trial Court change of name (1 Original/Certified True Copy)

- Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD c. Correction of Date of Birth

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

▪ Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, (1 Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD d. Change of Marital Status ▪ For single to married - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Marriage Contract (1 Original/Certified PSA or LCRO True Copy)

- Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ For married to single (legally married to reported spouse) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Court Order (1 Original/Certified True PSA or LCRO Copy)

- Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

2 162 ▪ For married to single (due to erroneous encoding) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- CENOMAR (1 Original/Certified True PSA Copy)

- Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ For married to widowed Pag-IBIG website (www.pagibigfund.gov.ph) or in any - MCIF (1 Original) Pag-IBIG Fund Branch

- Death Certificate of the deceased PSA or LCRO spouse (1 Original/Certified True Copy)

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, ▪ Valid ID acceptable to the Fund LGU, OWWA, POEA, MARINA, Post Office, COMELEC, (1 Photocopy) NBI, Local Police Station, Barangay, NCWPD, or DSWD g. Updating of Heirs

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

3 163 h. Correction of Place of Birth/Mother’s Maiden Name/Gender (due to erroneous encoding)

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

▪ Valid ID acceptable to the Fund (1 Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, Photocopy) LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

Filing Through a Representative a. Change of Membership Category

▪ Member’s Change of Information Form Pag-IBIG website (www.pagibigfund.gov.ph) or in any (MCIF, HQP-PFF-049) (1 Original) Pag-IBIG Fund Branch

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member b. Change/Correction of Name

▪ For Change in name due to marriage

- MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Marriage Contract (1 Original/Certified PSA or LCRO True Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member

▪ For Change in name (for reason other than marriage) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

4 164 - Court Order granting petition of Second Level Regional Trial Court change of name (1 Original/Certified True Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

- Authorization Letter (1 Original) Member c. Correction of Date of Birth

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member d. Change of Marital Status ▪ For single to married - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Marriage Contract (1 Original/Certified PSA or LCRO True Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

- Authorization Letter (1 Original) Member

▪ For married to single (legally married to reported spouse) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Court Order (1 Original/Certified True PSA or LCRO Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

- Authorization Letter (1 Original) Member

5 165 ▪ For married to single (due to erroneous encoding) - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- CENOMAR (1 Original/Certified True PSA Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

- Authorization Letter (1 Original) Member

▪ For married to widowed - MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

- Death Certificate of the deceased PSA or LCRO spouse (1 Original/Certified True Copy)

- Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

- Authorization Letter (1 Original) Member e. Change of Address/Contact Details

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member f. Change of Employment Details

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member

6 166 g. Updating of Heirs

▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member h. Correction of Place of Birth/Mother’s Maiden Name/Gender (due to erroneous encoding) ▪ MCIF (1 Original) Pag-IBIG website (www.pagibigfund.gov.ph) or in any Pag-IBIG Fund Branch

▪ Birth Certificate (1 Original/Certified PSA or LCRO True Copy)

▪ Valid ID of both parties (1 Photocopy) Employer, DFA, LTO, PRC, SSS, GSIS, GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD, or DSWD

▪ Authorization Letter (1 Original) Member

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES PROCESSING CLIENT STEPS AGENCY ACTION TO BE PERSON RESPONSIBLE TIME PAID 1. Proceed to the 1. Provide queue None 30 minutes* Information Officer Information number for the Branch Officer and get desired transaction. a queue number and wait for the number to be called.

2. Submit MCIF 2. Receive MCIF and None 5 minutes Marketing Specialist and required required document Member Services I - documents to from member. Marketing and Sales - the Marketing Branch Specialist.

7 167 2.1 Check None 10 minutes completeness of member’s details in the application form and authenticity of required documents submitted.

Note: In case of discrepancy/ inconsistency, issue Notice of Disapproval of Request to the member.

2.2 Verify information to None 10 minutes be updated in the system against MCIF and required documents.

2.3 Update member’s None 5 minutes information in the system and endorse documents for approval.

2.4 Approve/disapprove None 1 day** Supervising Marketing updated information Specialist in the system. Member Services I - Marketing and Sales - Branch

2.5 Inform member/ None 2 minutes Marketing Specialist requestor that his Member Services I - record has been Marketing and Sales - changed/updated Branch through any of the following mode:

▪ Thru Fund

Coordinator (FC)

▪ SMS

▪ Email

Notification

▪ Other applicable

modes 1 day, 1 hour None TOTAL: and 2 minutes * Time indicated shall include waiting time of the transacting members and shall depend on the number on queue. ** The activity is being done in batch and may be performed at the end of the day.

8 168 FEEDBACK AND COMPLAINTS MECHANISMS

How to send a feedback ▪ Servicing Counters You may visit our servicing counters stationed at Pag-IBIG branches. For provident-related concerns, please visit any Pag-IBIG Member Services Branch (MSB). However, for housing-related concerns, you may visit us at 2/F, JELP Business Solutions Bldg., 409 Shaw Boulevard, Mandaluyong City or for those in the regions, you may raise your concerns at the Housing Business Center (HBC).

▪ Forms Please accomplish the Pag-IBIG Feedback Form (PFF, HQP-PRF- 002) which is available at various counters of any Pag-IBIG Branch. The accomplished form shall be dropped in the Suggestion Boxes.

▪ Letters Letters may be sent to: The Member Relations Department 16/F, JELP Business Solutions Bldg. 409 Shaw Boulevard, Mandaluyong City

You may also send your letters directly to the concerned Pag-IBIG Branch, addressed to the Office of the Head. (For the complete list of Pag-IBIG branches and address, please refer to the Pag-IBIG Office Directory)

▪ Emails Emails may be sent to [email protected]. 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 8-724-4244 (Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).

169 How feedbacks are 1. Gather Accomplished Pag-lBIG Feedback Form processed The Branch/Housing Business Center shall:

1.1 Gather the accomplished Pag-lBIG Feedback Form from relevant interested parties in accordance with the approved specified Plan.

NOTE: When complaints are raised, it shall be addressed and documented immediately in accordance with Complaint Management.

1.1.1 If dropped to suggestion box, retrieves accomplished Pag-lBIG Feedback Form.

NOTE: The opening of suggestion boxes and retrieval of accomplished Pag-lBIG Feedback forms shall be done based on any of the following: a. Every after office hours; or b. When the suggestion box is full prior to the scheduled time of opening

1.1.2 Sort Pag-lBIG Feedback forms based on the following:

• Commendation/s • Suggestion/s • Comment/s • Complaint/s

2. Analyze Pag-lBIG Feedback Results

The PACD Officer of the concerned Branch/Housing Business Center shall:

2.1 Based on received accomplished Pag-lBIG Feedback Form, Accomplish and sign the Pag-lBIG Feedback Results (PFR, HQP-PRF- 008).

NOTES: a. On a monthly basis, the Pag-lBIG Feedback Results shall be

Accomplished per type of customer feedback.

b. The statistical analysis of the Pag-lBIG Feedback Results shall be conducted by the Supervising Member Services Officer or its equivalent, of the concerned unit/branch. c. The result of analysis shall be forwarded to PACD Officer/Records Controller for consolidation.

170 d. The PACD officer/Records Controller shall indicate the results of analysis in the Pag-lBIG Feedback Result.

2.2 Forwards the following documents to concerned Head: • Pag-lBIG Feedback Results • Accomplished Pag-lBIG Feedback Form

The Head of the concerned Branch/Housing Business Center shall:

2.3 Ensure correctness and completeness of Pag-lBIG Feedback Results based on accomplished Pag-lBIG Feedback Form. 2.4 Sign the Pag-lBIG Feedback Results. 2.5 Forwards the following documents to PACD Officer: • Pag-lBIG Feedback Results • Accomplished Pag-lBIG Feedback Form

The PACD Officer of the concerned Branch/Housing Business Center shall:

2.6 Forward the scanned copy of approved Pag-lBIG Feedback Results through email to the following: • Area Head • Concerned Group Head

NOTE: The scanned copy of the said feedback results and supporting documents shall also be forwarded to MRD for the preparation of feedback report.

2.7 Forward the approved Pag-lBIG Feedback Results and supporting documents to Records Controller for safekeeping.

3. Report Pag-lBIG Feedback Results

The Member Relations Department (MRD) shall:

• Upon receipt of the approved Pag-lBIG Feedback Results and supporting documents shall prepare and sign Pag-lBIG Feedback Report (PFR, HQPPRF-016).

• Disseminate scanned copy.

171 How to file a complaint ▪ Servicing Counters You may visit our servicing counters stationed at Pag-IBIG branches. For provident-related concerns, please visit any Pag-IBIG Branch. Member Services Branch (MSB). However, for housing-related concerns, you may visit us at 2/F, JELP Business Solutions Bldg., 409 Shaw Boulevard, Mandaluyong City or for those in the regions, you may raise your concerns at the Housing Business Center (HBC). A Public Assistance and Complaints Desk (PACD) Officer

▪ Letters Letters may be sent to: The Member Relations Department 16/F, JELP Business Solutions Bldg. 409 Shaw Boulevard, Mandaluyong City

▪ Emails Emails may be sent to [email protected]. 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 8-724-4244 (Pag-IBIG), 24/7 (24 hours in a day, 7 days in a week).

172 How complaints are 1. Receive and Evaluate Complaint/s processed The Branch/Housing Business Center shall:

1.1 Review and evaluate the validity of complaints received from relevant interested parties based on the following:

a. Personnel b. Service Quality c. Information and Communication d. Facilities

NOTES: a. The source of complaints may be, but not limited, to the following: • CSat Survey (Internal/External) • Pag-lBIG Feedback Form • Suggestion Box • 8888

b. The complaints may be considered as valid based on the following: • When the complaints can be validated as to its occurrence and existence. • The complainant provided his/her complete name and contact number. • Anonymous complaints are honored only if the circumstances and the details given are validated as to its occurrence and existence. • There is an improvement impact of policies and processes. • As defined by management

c. The valid complaints shall be acknowledged immediately or not beyond 48 hours upon receipt.

d. The resolution of valid complaints shall commence upon conduct of Root Cause Analysis and formulation of Correction and/or Corrective Action of the concerned unit.

e. The timeline for the resolution shall be based on target date of correction and/or corrective action of the concerned unit.

1.2 Records valid complaint/s received in Pag-lBIG Complaint Log Sheet (PCLS, HQP-PRF-017).

2. Report Identified Nonconformity

173

The PACD Officer of the Branch/Housing Business Center or the Records Controller of the Concerned Unit shall:

2.1. Based on received valid complaints from relevant interested parties, accomplish and issue the approved Corrective Action Report (CAR, HQP-CAF-001) to concerned units based on the Procedure on Control of Nonconformance and Corrective Action (HQM-004).

NOTES: a. The nature of the complaints shall be specified in the issued CAR and the supporting documents shall be attached, as necessary. b. The Assignee of the issued CAR shall perform the following: • Determine the root cause/s of the identified complaint/s in accordance with the Procedure on Control of Nonconformance and Corrective Action, and Compute its risk level based on Likelihood Scale and Severity/Impact Scale, and update the risk and opportunities determined during formulation of correction and/or corrective action, as necessary in accordance with the Procedure on Operational Risk Assessment and Treatment (HQP-RM- 001 ).

2.2 Indicate the date of CAR Issuance and Name of Assignee in PCLS.

2.3 Sign the PCLS.

2.4 Forward the following documents to concerned Head: • PCLS • Issued CAR • Supporting documents

The concerned Head of the Branch/Housing Business Center shall:

2.5. Ensure correctness and completeness of PCLS based on supporting documents. 2.6. Sign the PCLS. 2.7. Forwards the following documents to PACD Officer/Records Controller: • PCLS • Issued CAR • Supporting documents

174 The PACD Officer of the Branch/Housing Business Center or the Records Controller of the Concerned Unit shall:

2.8. Forward scanned copy of PCLS and issued CARs through email to MRD for monitoring of the status of valid complaint/s received by Branches/HBCs.

NOTE: The scanned copy of CARs with analysis and reported action from the concerned unit shall also be provided through email to MRD for monitoring and validation of implementation and effectiveness of action taken of identified complaint/s.

2.9. File signed copy of PCLS.

3. Validate Implementation and Effectiveness of Action Taken

The Member Relations Department (MRD) shall validate the implementation and effectiveness of action taken/proposed action as stated in the received CAR in accordance with the revised Procedure on Control of Nonconformance and Corrective Action (HQM-004 ).

4. Report the Summary of Status of Valid Complaints

The Member Relations Department (MRD) shall:

• On a monthly basis, prepare and sign Pag-lBIG Complaint Report (PCR, HQP-PRF-018) indicating the summary of status of valid complaints.

• Disseminate scanned copy of the Report through email to concerned heads. Contact Information Presidential Complaint Center Telephone No.: 8-736-8645; 8-736-8603 E-mail Address: [email protected]

Anti-Red Tape Authority (ARTA) Complaints Action Center Telephone No.: 8-478-5099 Email Address: [email protected]

CSC Contact Center ng Bayan

SMS No. : 0908-8816565 Telephone No.: 1-6565 (PLDT, Smart & Digitel Landlines) Email Address : [email protected]

175 VII. LIST OF OFFICES OFFICES ADDRESS Corporate Headquarters Petron Mega Plaza, # 358 Sen. Gil J. Puyat Avenue, Makati City National Capital Region (NCR) – Housing Group JELP Business Solutions Center, # 409 Shaw Boulevard, Mandaluyong City NATIONAL CAPITAL REGION (NCR) BRANCHES EAST AREA 611 Westar Building, Shaw Boulevard, Pasig Branch (Ortigas Branch) Barangay Kapitolyo, Pasig City Mandaluyong-Shaw Zentrum Branch 2F 500 Shaw Zentrum, 500 Shaw Boulevard, (Mandaluyong Branch) Mandaluyong City Budget Lane Shopping Center, Provincial Road, Antipolo Branch San Jose, Antipolo City Blas Ople Bldg., Ortigas Avenue corner Edsa, PIOG-POEA Branch Mandaluyong City 145 Union Square Condominium, Carpark Bldg. Technical and Administrative Support 15th Avenue Cubao, Quezon City EAST AREA-Member Services Offices Robinsons Galleria EDSA corner Ortigas Ave., Robinsons Galleria Member Services Office Quezon City 4th floor Robinsons Malls Metro East Marcos Robinson Metro East Member Services Office Highway, Barangay Dela Paz, Pasig City NORTH AREA GMA-Kamuning Branch (Kamias Branch) # 795, Anchor Center EDSA, Quezon City 1184 Ben-Lor Bldg., Brgy. Paligsahan, Quezon Avenue Branch Quezon Ave., Quezon City LGF Diliman Commercial Center, Commonwealth Avenue Branch Commonwealth Avenue, Batasan Hills, Quezon City 2nd floor Spark Place Bldg. P. Tuazon Ave. Cubao Branch corner 10th Ave. Socorro Cubao, Quezon City Puritan Philippines, Inc. (PPI) Bldg., 355 EDSA Caloocan-EDSA Branch (Caloocan MSB) corner Gen. Tirona St., Bagong Bario, Caloocan City 2nd floor Graceland Plaza, Sta. Teresita Village, Marikina Branch J.P. Rizal St., Lamuan, Malanday Marikina 286 ARCA North Center, McArthur Highway Valenzuela Branch Brgy. Karuhatan, Valenzuela City 145 Union Square Condominium, Carpark Bldg. Technical and Administrative Support 15th Avenue Cubao, Quezon City HOTLINE: (+632) 8724-4244 Email: [email protected]

176

OFFICES ADDRESS NORTH AREA-Member Services Offices Lower Ground SM North, EDSA Bago Bantay, SM North EDSA Member Services Office Quezon City 3rd floor Alimall, Araneta Center Cubao, Ali Mall Member Services Office Quezon City Robinsons Novaliches Robinsons Nova Market Barangay Pasong (Nova I-Robinson Novaliches) Putik, Quirino Highway Novaliches, Quezon City Robinsons Town Mall Malabon Robinsons Town Mall (Robinson Malabon) No. 5 Gov. Pascual Avenue corner Crispin Street, Tinajeros, Malabon City 2nd floor Susano Complex, No. 1 Dumalay St. Novaliches- Susano Complex corner Quirino Highway Brgy. Sta. Monica (Nova II – Susana Plaza Mall) Novaliches, Quezon City PIOG-Trinoma North Avenue, Quezon City WEST AREA Palacio del Gobernador Condominium, Intramuros Branch (Manila Branch) A. Soriano Avenue corner General Luna Street Intramuros, Manila 3rd floor Cityplace Square Bldg. Annex B. Lucky Binondo Branch Chinatown Bldg. Calle Felipe corner La Chambre St. Binondo Manila Roxas Strip Building Libertad St. corner Roxas Pasay Branch Boulevard, Pasay City J & T Building, 3894 Ramon Magsaysay Sta. Mesa Branch Boulevard, Sta. Mesa, Manila 2nd Floor Robinsons Place Las Piñas Las Piñas - Robinsons Place Branch 345 Alabang-Zapote Road, Talon I, (Las Piñas Branch) Las Piñas City Technical and Administrative Support- NCR 317 Justine Building, Sen Gil Puyat Avenue, West Makati City WEST AREA-Member Services Offices Basement Robinsons Place Ermita Pedro Gil Robinsons Place Manila corner Adriatico Street, Ermita, Manila SM Mall of Asia SM Mall of Asia, Pasay City, NCR PIOG – SM Manila 5th Floor SM City Manila, Ermita, Manila HOTLINE: (+632) 8724-4244 Email: [email protected]

177 OFFICES ADDRESS SOUTH AREA 2nd Flr. Justine bldg., Sen. Gil Puyat Avenue, Makati-Buendia I Branch Makati City 2nd floor SSS Makati Bldg., 6782 Ayala Avenue Makati-Ayala Avenue Branch corner V.A. Rufino St., Makati City 2nd floor, Umbria Commercial Center, National Biñan Branch Highway, Tulay Bato, San Antonio, Biñan, Laguna Ground Flr. Justine Bldg., Sen. Gil Puyat Makati-Buendia II Branch Avenue, Makati City 3rd floor, ARCS1 Sycamore Bldg., Muntinlupa Branch Buencamino St. corner Alabang-Zapote Road, Alabang, Muntinlupa City 2nd floor Guadalupe Commercial Complex, Guadalupe-EDSA Branch No.9, EDSA-Guadalupe, Makati City 4th floor KBC Bldg., No. 353-385 J.P. Rizal St. Makati-J.P. Rizal Branch (Poblacion Branch) corner Chino Roces St., Makati City Gate 3 Plaza Lawton Avenue and Juliano Taguig Gate 3 Plaza Branch Avenue Phase III, AFPOVAI, Western Bicutan, (Pasong Tamo Branch) Taguig City 7th Level, SM Aura Tower, 26th McKinley SM Aura Branch Parkway Bonifacio Global City, Taguig City 4th Floor, 317 Justine Building, Sen Gil Puyat Technical and Administrative Support Avenue, Makati City SOUTH AREA – OFW Center 6th Floor, Justine Building, 317 Sen. Gil Puyat OFW Center 1 – Justine Ave., Makati City SOUTH AREA – Service Desks Muntinlupa-Putatan BPLO City National Road Putatan Muntinlupa CAVITE BRANCHES Olma Building, Emilio Aguinaldo Highway, Imus, Imus Branch / TAS-Cavite Cavite Barangay Tanzang Luma I Imus Cavite Volets Commercial Building, Emilio Aguinaldo Dasmariñas Branch Hi-way, Dasmariñas Cavite City, Cavite 2F MGS Building, General Trias Drive, Rosario Branch Barangay Tejeros, Rosario, Cavite

HOTLINE: (+632) 8724-4244 Email: [email protected]

178 OFFICES ADDRESS CAVITE – Service Desks Level 4 Robinsons Place Imus General E. Robinsons Place Imus Aguinaldo Highway, Imus, Cavite Level 1 Robinsons Place Dasmariñas Dasmariñas Gen. E. Aguinaldo Highway corner Governor's Drive, Sitio Palapala, Dasmariñas, Cavite Level 3 Robinsons Place General Trias Robinsons Place General Trias Barangay Tejero, General Trais, Cavite CAVITE – One Stop Service Center for OFW’s SM Bacoor 3rd Floor, SM City Bacoor, Bacoor City LUZON GROUP – Housing Business Center Pag-IBIG Fund Bldg., Government Center, La Union HBC Sevilla, City of San Fernando, La Union Editha Tuddao Bldg., Balzain Road, Tuguegarao Tuguegarao HBC City, Cagayan Suburdia Commercial Center, Brgy. Maimpis, San Fernando Hub San Fernando City, Pampanga High Rise Business Center Bldg., Brgy. Halang, Calamba Hub Calamba City, Laguna Naga HBC LUZON BRANCHES ILOCOS REGION Pag-IBIG Fund Building, Government Center, La Union Branch Sevilla, City of San Fernando, La Union Robinsons Place Ilocos, San Nicolas, Ilocos Ilocos Norte Branch (Laoag Branch) Norte 3rd Floor Plaza Maestro Commercial Complex Vigan Branch Burgos St., Brgy 1, Vigan City, Ilocos Sur 2nd Floor BHF Plaza, Mayombo District Dagupan Branch Dagupan City, Pangasinan 3rd Floor CB Mall, McArthur Highway, Urdaneta Branch Nancayasan, Urdaneta City, Pangasinan S Building, Upper Session Road Extension Baguio Branch Engineers Hill, Baguio City ILOCOS REGION – Member Services Office Negosyo Center Ground Fl., Alaminos City Hall, Alaminos Poblacion, Alaminos City, Pangasinan

HOTLINE: (+632) 8724-4244 Email: [email protected]

179 OFFICES ADDRESS ILOCOS REGION – Service Desks Robinsons Place Pangasinan Robinsons Calasiao, Pangasinan ILOCOS REGION – One Stop Service Center for OFW’s 2nd Floor, Manna Mall, Pagdaraoan, Manna Mall, La Union San Fernando City, La Union CAGAYAN VALLEY BRANCHES Editha Tuddao Building, Balzain Road, Tuguegarao Branch Tuguegarao City, Cagayan Ground Floor, Bucag Building Canciller Ave. cor. Cauayan Branch FL Dy St. District 1, Cauayan City, Isabela G/F Units F & G, 2nd Floor Units O & P, KMCI Solano Branch Building, National Highway, Barangay Roxas, Solano, Nueva Vizcaya CAGAYAN VALLEY – Member Services Offices La Casa Kapitano Building Centro 9, Magsaysay Aparri Street, Barangay Minanga Aparri, Cagayan Santiago Santiago City Hall Santiago City, Isabela CAGAYAN VALLEY – Service Desks 3rd Floor Robinsons Santiago, Maharlika Robinsons Place Santiago Highway, Brgy. Mabini, Santiago City, Isabela CAGAYAN VALLEY – One Stop Service Center for OFW’s POEA Satellite Office, Methodist Church Tuguegarao Compound, Bonifacio St., Tuguegarao City CENTRAL LUZON I BRANCHES Suburbia Commercial Center Barangay San Fernando Branch Maimpis, San Fernando City, Pampanga Unit 105 Angeles Business Center Building Angeles City Branch Teresa Avenue Nepo Center Angeles City Ten Bldg Mc Arthur Hiway Tarlac Branch San Rafael Tarlac City, Tarlac 2nd Floor Formosa Tower, Manila Avenue CBD Subic Bay Branch Area, Subic Bay Freeport Zone 2nd floor C. T. Edifice Building Capitol Drive Balanga Branch San Jose Balanga City, Bataan

HOTLINE: (+632) 8724-4244 Email: [email protected]

180 OFFICES ADDRESS CENTRAL LUZON I – Service Desks Baguio PEZA PEZA Admin Building, Loakan Road Baguio City La Trinidad KM 5 Pico La Trinidad Benguet Robinsons Starmills Brgy. San Jose, Robinsons Starmills San Fernando City, Pampanga Robinsons Luisita Mac Arthur Highway, Robinsons Luicita Barangay San Miguel, Hacienda Luisita, Tarlac City CENTRAL LUZON I – One Stop Service Center for OFW’s Clark Skills Training Center (formerly known as Clarkfield Clark PUP), Clark Freeport Zone, Spanish Bridge, Mabalacat, Pampanga CENTRAL LUZON II BRANCHES 1215 Javier Building, Mac Arthur Highway, Malolos Branch Sumapang Matanda, Malolos Bulacan A Square Building DTR Hi-way Pinagbarilan Baliuag Branch Baliuag Bulacan G/F Supima Square Commercial Complex, Meycauayan Branch Malhacan Road, Meycauayan City, Bulacan Duran Building, Quezon District Maharlika Cabanatuan Branch Highway, Cabanatuan City 1215 Javier Building, Mac Arthur Highway, Malolos Branch Sumapang Matanda, Malolos Bulacan CENTRAL LUZON II – Service Desks Baler Municipal Building Poblacion, Baler, Baler Aurora Lower G/F Starmall San Jose Delmonte San Jose Del Monte Barangay Kaypian San Jose Del Monte, Bulacan CENTRAL LUZON II – One Stop Service Center for OFW’s Ground Floor, Government Center Building, Palayan City Palayan City Business Hub, Palayan City, Nueva Ecija SOUTHERN TAGALOG BRANCHES Lucena Grand Central Terminal Building Lucena Branch Ilayang Dupay, Lucena City 2nd floor 3MJ Building, Brgy Marawoy Lipa Branch Lipa City, Batangas HOTLINE: (+632) 8724-4244 Email: [email protected]

181 OFFICES ADDRESS 2nd floor ATDRMAM Building, Kumintang Ibaba, Batangas Branch Batangas City, Batangas Ground Floor Andenson Building 3 National Calamba Branch Highway Parian, Calamba City, Laguna El Coco Grande Building Gen. Malvar Street San Pablo Branch San Pablo City 2nd floor, Crosstown Mall Plaza, Brgy. Pulong Sta Rosa Branch Sta. Cruz, Tagaytay-Sta. Rosa Road, Sta. Rosa City, Laguna Ground Floor, Gaisano Capital Mall, Calapan Branch Brgy. Tawiran, Calapan City, Oriental Mindoro 4th floor, NCCC Mall Palawan Puerto Princesa Branch (Palawan Branch) #89 Lacao St. Brgy. Maningning, Puerto Princesa City SOUTHERN TAGALOG – Member Services Offices 2nd floor Centro Mall, Barangay Pulo, Centro Mall Cabuyao Member Services Office Cabuyao City, Laguna 2nd floor Robinsons Place Sta. Rosa Barangay Robinsons Sta Rosa Member Services Office Tagapo, Sta. Rosa City, Laguna National Highway Corner Calderon Street, San Jose Member Services Office Brgy. Labangan, San Jose, Occidental Mindoro SOUTHERN TAGALOG – Service Desks Prov’l Library Office, Prov’l Government of Boac Marinduque, Boac, Marinduque Municipal Government of Odiongan, Brgy. Odiongan Tabing-Dagat, Odiongan, Romblon Lingkod Pinoy Center, 2nd Floor Robinsons Mall Robinsons Place Palawan Palawan, National Highway, Brgy. San Manuel, Puerto Princesa City SOUTHERN TAGALOG – One Stop Service Center for OFW’s POEA-Calamba Satellite Office, Basement Calamba City Andenson Bldg. II, Brgy. Prian, Calamba City, Laguna 2nd Floor PESO Office, Provincial Capitol Bldg., Calapan Brgy. Camilmil, Calapan City, Oriental Mindoro

HOTLINE: (+632) 8724-4244 Email: [email protected]

182 OFFICES ADDRESS BICOL REGION BRANCHES Hi-Tone Construction and Development Corp. Legazpi Branch Building B. Imperial Street, Bitano, Legazpi City 3rd Level, Robinsons Place Naga Roxas Avenue Naga Branch Corner Almeda Highway Brgy. Triangulo, Naga City BICOL REGION – Member Services Offices QMCNPC Square Building Salvacion, Virac, Virac Catanduanes MK Building, Maharlika Highway, Tugos, Sorsogon Sorsogon City Masbate Espinosa Apartment Mabini St., Masbate City Houseware Plaza Building, Diversion Road cor. Daet F. Pimentel Avenue, Brgy. Magang, Daet 2/F JJFQ Bldg., Rizal St. Bagumbayan Goa Pequeño, Goa, Camarines Sur BICOL REGION – One Stop Service Center for OFW’s Pacific Mall 3rd Floor Pacific Mall, Legazpi City VISAYAS & MINDANAO GROUP – Housing Business Center Gasiano Grand City Mall, Araneta Street, Bacolod HBC Singcang, Bacolod City Pag-IBIG Fund – W T Corporate Tower, Cebu Hub Mindanao Ave. corner Archbishop St., Cebu Business Park, Cebu City Pag-IBIG Fund Bldg., J.R. Borja Mortola Street, Cagayan de Oro HBC Cagayan de Oro City, Misamis Oriental Pag-IBIG Fund Bldg., San Jose Road, Zamboanga HBC Baliwasan, Zamboanga City Pryce Tower Condominium, Pryce Business Davao Hub Park, JP Laurel Avenue, Davao City SOUTH CENTRAL VISAYAS BRANCHES Pag-IBIG Fund - W T Corporate Tower Cebu – Ayala Branch Mindanao Avenue, corner Archbishop Street Cebu Business Park, Cebu City 2nd Floor EROS Building Corner Real and Dr. V. Dumaguete Branch Locsin Streets Dumaguete City, Negros Oriental 2nd Floor, Gaisano Capital SRP Barangay San Talisay Branch Roque, SRP Highway Talisay City, Cebu HOTLINE: (+632) 8724-4244 Email: [email protected]

183 OFFICES ADDRESS 5th Floor Gaisano Capital South, Colon St. Cebu-Colon Branch (Cebu Downtown Branch) corner Leon Kilat St., Cebu City Ground Floor Prince Warehouse Club Toledo, S. Toledo Branch Osmena Street, Sipaway, Barangay Luray II, Toledo City,Cebu SOUTH CENTRAL VISAYAS – Member Services Offices Ground Floor, City Government of Carcar, Carcar Poblacion, Carcar Cebu SOUTH CENTRAL VISAYAS – One Stop Service Center for OFW’s 2nd Floor SM City Cebu, North Reclamation SM Cebu City Area, Cebu City NORTH CENTRAL & EASTERN VISAYAS BRANCHES 3rd Floor, J. Center Mall, A. S. Fortuna Street Mandaue Branch (Cebu Mandaue Branch) Mandaue City, Cebu 2nd Floor Galleria Luisa, Gallares Street, Tagbilaran Branch Tagbilaran City, Bohol 2nd floor. Mactan Island Convention Center Pajo, Mactan Branch Lapulapu City, Cebu 3rd Floor, Cebu CFI Community Coop Building Danao Branch Cebu North Nautical Highway, Danao City Level 3, Robinsons North Tacloban Brgy, Tacloban Branch Abucay, Tacloban City 2nd Level Robinsons Place Ormoc Brgy. Cogon, Ormoc Branch Ormoc City ACLC Bluilding, Maharlika Hi-way Brgy. Obrero, Calbayog Branch Calbayog City, Samar NORTH CENTRAL & EASTERN VISAYAS – Member Services Offices Ubay Boyles St, Poblacion, Ubay, Bohol Dolores Building, P. Rodriguez Street Bogo Bogo City, Cebu Gaisano Capital Sogod Zone 5, Sogod, Sogod Southern Leyte NORTH CENTRAL & EASTERN VISAYAS – Service Desks 2nd Floor, Government Services Express, SM City Consolacion SM City Consolacion, Consolacion, Cebu NORTH CENTRAL & EASTERN VISAYAS – One Stop Service Center for OFW’s New Bus Terminal (front Robinsons North), Tacloban Brgy. 91 Abucay, Tacloban City HOTLINE: (+632) 8724-4244 Email: [email protected]

184 OFFICES ADDRESS WESTERN VISAYAS BRANCHES Plazuela De Iloilo, Benigno Aquino Avenue, Iloilo-Mandurriao Branch (Iloilo Branch) Diversion Road, Mandurriao, Iloilo City 2nd Floor St. Ignatius Square, D. Maagma St., Kalibo Branch Kalibo, Aklan A&T Santos Building, Sacred Heart of Jesus Roxas Branch (Capiz Branch) Avenue Pueblo De Panay, Lawa-an, Roxas City 2nd Floor GT Plaza Mall, M.H. del Pilar Street Iloilo-Molo Branch (Molo Branch) Molo, Iloilo City Gaisano Grand City Mall Araneta Street, Bacolod Branch Singcang, Bacolod City Farmers Training Center, Rizal St., Brgy. 8, Kabankalan Branch Kabankalan City, Negros Occidental Espino Bldg., Cabalawan Road corner Gonzaga Sagay Branch Str., Brgy. Poblacion II, Sagay City, Negros Occidental WESTERN VISAYAS – One Stop Service Center for OFW’s 3rd Floor, Lingkod Pinoy Center Robinsons Iloilo Lingkod Pinoy Center Robinsons Place Iloilo, cor. Ledesma, Quezon St., Iloilo City 3rd Floor, Robinsons Place Bacolod, Brgy. Robinsons Bacolod Mandalagan, Bacolod City NORTHERN MINDANAO BRANCHES Puregold Building, Lapasan National Highway Cagayan de Oro-Lapasan Branch (CDO Branch) Lapasan, Cagayan de Oro City Cagayan de Oro-Carmen Branch 2nd Floor Ororama Superstore, Carmen Branch (CDO West Branch) PAZ Bulding, Carbajal Street corner San Isidro Malaybalay Branch Street, Malaybalay City, Bukidnon KHO Building, (Beside PSA) Butuan Branch Jose Calo Aquino Avenue, Butuan City Ground Floor Gaisano Capital, Barangay 4 San Francisco Branch National Highway San Francisco, Agusan del Sur LML Building, Km. 1, National Highway, Surigao Branch Barangay Washington, Surigao City Level 2, Lingkod Pinoy Center, Robinson's Iligan Branch Place Iligan Tubod Highway, Iligan City HOTLINE: (+632) 8724-4244 Email: [email protected]

185 OFFICES ADDRESS NORTHERN MINDANAO – Member Services Offices Nadal Building, Motoomull St., Gingoog City, Gingoog Misamis Oriental 2nd Floor Vicente Yap Building Zone 6, Puerto, Cagayan de Oro - Puerto Cagayan de Oro City 2nd Floor Tamay Lang Parklane, Commercial Valencia Complex G. Laviña Avenue, Valencia City, Bukidnon VTP Building Capitol Road, Brgy. Telaje, Tandag Tandag City, Surigao del Sur 2nd Floor LJ and JJ Building, Poblacion Tubod, Tubod Lanao del Norte NORTHERN MINDANAO – Service Desks Lingkod Pinoy Center, Level 2, Robinsons Mall, Robinsons Cagayan De Oro Rosario Crescent & Florentino Streets, Cagayan De Oro City Lingkod Pinoy Center, Level 3, Robinsons Mall, Robinsons Place Butuan Jose C. Aquino Avenue, Butuan City 2nd Floor Titanic Building, New Provincial Marawi Capitol Complex Buadi Sacayo, Marawi City NORTHERN MINDANAO – One Stop Service Center for OFW’s 2nd Floor Trinidad Building, Corrales-Yacapin Cagayan De Oro Sts., Cagayan De Oro City OWWA Service Desk, POEA Caraga Satellite Butuan Office, Nimfa Tiu Bldg. 7, Rosales Ave., Butuan City WESTERN MINDANAO BRANCHES Pag-IBIG Fund Building San Jose Road, Zamboanga Branch Baliwasan Zamboanga City, Zamboanga Del Sur FSA II Building, Quezon Avenue Miputak, Dipolog Branch Dipolg City 2nd Floor Trace Arcade Building Pagadian Branch F. S. Pajares Avenue, Pagadian City HOTLINE: (+632) 8724-4244 Email: [email protected]

186 OFFICES ADDRESS WESTERN MINDANAO – Member Services Offices Bongao 1st Floor, Tamburani Bldg., Bongao, Tawi-Tawi Ground Floor, Avery Arcade Sanito, Ipil Members Service Office Ipil, Zamboanga Sibugay ABC Building, Ozamis City Hall, Ozamis City, Ozamis Members Service Office Misamis Occindental WESTERN MINDANAO – Service Desk KCC Mall de Zamboanga, Gov Camins Avenue, KCC Mall Zamboanga City WESTERN MINDANAO – One Stop Service Center for OFW’s 2nd Floor Goodwill Center, Canelar St., Zamboanga Zamboanga City SOUTHERN MINDANAO BRANCHES Davao-Bajada Branch (Davao Central Branch) 2nd Floor, Bormaheco Bldg. Bajada, Davao City 2nd Floor Alpha Building, Lanang Business Davao-Lanang Branch (Davao North Branch) Park, Lanang Road, Angliongto, Davao City Ground Floor GMC Building 3, # 97 Mac Arthur Davao-Matina Branch (Davao South) Highway, Matina, Davao City Door#22 - 25, 2/F USPD Business Center Digos Branch Arita Bldg, Rizal Avenue Digos City Davao Del Sur Ground Floor Nicole's 22 Corp. Building, Tagum Branch Assessors Village, Apokon, Tagum City 2nd Floor Nixon Lim Building, Brgy. San Panabo Branch Francisco, National Highway, Panabo City, Davao Del Norte SOUTHERN MINDANAO – Member Services Office Lanes Kan-anan Bldg., Bonifacio St., Mati City, Mati Davao Oriental SOUTHERN MINDANAO – One Stop Service Center for OFW’s 5th Floor Gaisano Mall, J.P. Laurel Avenue, Davao Bajada, Davao City SOUTH-WESTERN MINDANAO BRANCHES EJ Yomon Building, Santiago Boulevard, General Santos Branch General Santos City WJ Bldg., Sanchez Subd., Cannery Road, Polomolok Branch Poblacion, Polomolok, South Cotabato HOTLINE: (+632) 8724-4244 Email: [email protected]

187 OFFICES ADDRESS Ground Floor JYSL Building Corner Balmores - Koronadal Branch Arellano Streets Koronadal City, South Cotabato ABLC Building, Ninoy Aquino Road, Kidapawan Branch Kidapawan City R. Chio Building, Notre Dame Avenue corner Cotabato Branch Clemente Allinio Street, Cotabato City SOUTH-WESTERN MINDANAO – Service Desks KCC Veranza, J. Catolico St., Brgy. Lagao, KCC Veranza Mall General Santos City Robinsons Mall, National Highway, Brgy. Lagao, Robinsons Place Gensan General Santos City SOUTH-WESTERN MINDANAO – One Stop Service Center for OFW’s 3rd Floor City of Koronadal Government Bldg., Koronadal City of Government of Koronadal, Gensan Drive, Koronadal City OVERSEAS POST ASIA Philippine Embassy, SPG 336, Diplomatic Brunei Enclave Jalan Kebangsaan, Bandar Seri Begawan Brunei Darussalam BA 1210 Philippine Consulate General 14th Floor, Hongkong United Center Building, 95 Queensway, Hong Kong SAR Philippine Consulate General Unit 1404-1406, Macau 14/F AIA Tower, NOS.251A-301, Avenida Comercial De Macau, Macau SAR Philippine Embassy/Philippine Overseas Labor Malaysia Office No. 1 Changkat Kia Peng, 50450 Kuala Lumpur, Malaysia Phil. Overseas Labor Office/Philippine Embassy Singapore 20 Nassim Road Singapore 258395 Phil. Overseas Labor Office/Philippine Embassy South Korea 12 Hoenamuro 42-gil, Yongsan-gu Seoul City 140-857 Republic of Korea No. 55, 57 Zhouzi Street, Neihu District Taiwan Taipei City, Taiwan HOTLINE: (+632) 8724-4244 Email: [email protected]

188 OFFICES ADDRESS EUROPE Philippine Overseas Labor Office Athens, Greece 10 Fhotidos St. Ambelokipi, Athens 11523, Greece Philippine Embassy, 6 Suffolk St. London, United Kingdom London SW1Y 4 HG, United Kingdom Philippine Consulate General Milan, Italy Via Stelvio 71, Via Bernina 18 Milan, Italy Philippine Embassy Viale Delle Medaglie Rome, Italy D'Oro 112/114 00136 Rome, Italy MIDDLE EAST Philippine Embassy W-48 Street, No. 8 Abu Dhabi, UAE Sector 2-23, Plot 51, Al Qubaisat, Abu Dhabi, UAE Skyfreight Forwarders 1st Street corner King Alkhobar, KSA Fahad Street, P.O. Box 2539, Alkhobar, Kingdom of Saudi Arabia Philippine Embassy Villa No. 939 Road No. Bahrain 3320, Mahooz Area PO Box 26681 Manama, Bahrain Philippine Consulate General / Philippine Dubai Overseas Labor Office, Beirut St., Al Qusais, P.O. Box 4960, Dubai, UAE Philippine Consulate General, Umm Al-Qura Jeddah, KSA Street Rehab District, P.O. Box 4794 Jeddah 21412 Philippine Embassy Villa No. 817, Block 1, Kuwait Street 101, Al Sadiq Area, State of Kuwait Philippine Overseas Labor Office, Al Furat Qatar Street, Zone 66, Onaiza Area, 24900 Doha, Qatar Philippine Overseas Labor Office, Al Furat Riyadh, KSA Street, Zone 66, Onaiza Area, 24900 Doha, Qatar NORTH AMERICA Philippine Consulate General 556 5th Avenue New York, USA New York 10036 USA Toronto, Canada Ontario, Canada M4P 3B5 HOTLINE: (+632) 8724-4244 Email: [email protected]

189 VIII. Service with Virtual Processes under the New Normal

1. Availment of Short-Term Loan (STL) through Virtual Pag-IBIG (Complex)

The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity-stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application form and required documents up to the release of loan proceeds through Check to the member- borrower.

Office or ▪ Member Services II – Frontline Servicing (MS II - FS) - Pag-IBIG Fund Division: Branch ▪ Technical and Administrative Support  Cash and Administrative Support Division (CASD)  General Accounting and Budget Management Division (GABMD) Classification: Complex Transaction Type of G2C - Government to Client Transaction: Who may avail: The program shall be open to Pag-IBIG member who satisfies the following requirements:

1 190  Is a resident of the area which is declared calamity-stricken (For calamity loan only) CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) (MPLAF, HQP-SLF-065) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy)

2. Valid ID acceptable to the Fund Employer, DFA, LTO, PRC, SSS, GSIS, (1 Photo/scanned copy) GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, BOI, Barangay, NCWPD or DSWD

3. Proof of Income Formally-employed: The “Certificate of Net Pay” portion at the Employer back of the application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Bureau of Internal Revenue (BIR)/Municipals Official Receipt of tax payment from Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photo/scanned copy)

b. Commission Vouchers reflecting the Concerned company wherein member has issuer’s name and contact details) for engagement the last 12 months) (1 Photo/scanned copy)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Photocopy/scanned copy)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Photo/ scanned copy)

e. Certificate of Engagement issued by Concerned company wherein member has owner of business (1 Photo/scanned engagement copy) f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) (HQP-SLF-136) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy) 2

191 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Photo/scanned copy)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

4. Selfie photo showing ID Card and Cash Card

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) HQP-SLF-066) (1 Photo/scanned copy) or in any Pag-IBIG Fund Branch

2. Valid ID acceptable to the Fund (1 Photo/ Employer, DFA, LTO, PRC, SSS, GSIS, scanned copy) GOCC, IBP, LGU, OWWA, POEA, MARINA, Post Office, COMELEC, NBI, Local Police Station, Barangay, NCWPD, DSWD

3. Proof of Income Formally-employed: Employer The “Certificate of Net Pay” portion at the back of the application form must be accomplished by the employer or submit photocopy of one (1) month latest payslip duly authenticated by the company’s authorized signatory.

192 For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Bureau of Internal Revenue (BIR)/Municipal Official Receipt of tax payment from Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photo/scanned copy) b. Commission Vouchers reflecting the Concerned company wherein member has issuer’s name and contact details) for engagement the last 12 months) (1 Photo/scanned copy) c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Photo/ scanned) d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Photo/ scanned copy) e. Certificate of Engagement issued by Concerned company wherein member has owner of business (1 Photo/scanned engagement copy) f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) (HQP-SLF-136) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy)

For Overseas Filipino Workers (OFW), any of the following a. Employment Contract Employer/Bureau of Internal Revenue ▪ Employment Contract between (BIR)/Municipals Office/City Hall employee and employer (1 Photo/scanned copy); or ▪ POEA Standard Contract (1 Photo/scanned copy) b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 Photo/scanned copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Photo/scanned copy) 4 193 c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

a. For farmers, including landlords, fisher Municipal Office/City Hall folks, and livestock farmers - Certification from the Municipal Agricultural Office (MAO) that their products were damaged/killed due to the calamity. b. For business owners/market vendors Municipal Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish and that his source of livelihood was affected by the calamity. c. For Pag-IBIG Members or any of his Medical Clinic/Hospital immediate family members afflicted by disease such as diarrhea, cholera, skin diseases, paralytic shellfish poisoning (red tide bloom), heat cramps, heat exhaustion, heat stroke, chickenpox, measles, and hypertension - A Medical Certificate from the Doctor stating that such disease/illness is brought by the onset of calamity.

5. Selfie photo showing ID Card and Cash Card

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES PROCESSING PERSON CLIENT STEPS AGENCY ACTION TO BE TIME RESPONSIBLE PAID 1. Access Pag-IBIG 1. On scheduled date, None 5 minutes Member Fund website and access system and Services Officer file MPL/Calamity view online STL MS II - Frontline Loan online application thru Servicing - through “Virtual Virtual Pag-IBIG. Branch Pag-IBIG”.

5 194 1.1 Select application None 1 minute for processing.

1.2 Check None 5 minutes completeness and correctness of the documents submitted.

1.3 Encode member’s None 5 minutes Pag-IBIG MID and view member’s details.

1.4 Verify member’s None 5 minutes record.

1.5 Select “File” button None 15 minutes to proceed with the processing.

1.6 Review loan details None 1 day** Supervising of the member. Member Services Officer MS II - Frontline Servicing - Branch

1.7 Approve/ None 1 day** Approving disapprove loan Authority applications.

Note: In case of disapproval, an SMS notification shall be sent to the concerned member regarding disapproval of the STL application.

1.8 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

6 195 1.9 Generate/prepare None 15 minutes Treasury necessary Analyst disbursement CMD-Treasury document. Dept.

1.10 Sign disbursement None 1 day** Approving documents to Authorities indicate approval.

1.11 Prepare and None 10 minutes Financial approve Analyst II Disbursement FCD-OAD Voucher (DV).

1.12 Sign DV to certify None 1 day** Approving availability of Authorities Funds for disbursement.

1.13 Process release of None 2 days** Treasury loan proceeds and Analyst forwards CMD-Treasury Endorsement Dept. Letter and supporting Signing documents to Authorities partner-bank for crediting of loan proceeds.

1.14 Inform Data Center None 10 minutes Cashier on the availability (Disbursement) of Feedback File to Branch Support initiate on the - Branch crediting of loan proceeds to member’s disbursement card.

TOTAL None 6 days, 1 hour and 41 minutes * Time indicated shall include waiting time of the transacting client and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

7 196

2. Availment of STL through Virtual Pag-IBIG (Highly Technical)

The Short-Term Loan (STL) program aims to provide financial assistance to Pag-IBIG Fund members. There are two types of STL:

▪ Multi-Purpose Loan (MPL) - to provide financial assistance for the following purposes:

▪ Calamity Loan - to provide immediate financial assistance to Pag-IBIG members in calamity-stricken areas, as declared by the Office of the President or Sangguniang Bayan.

This service shall start from the receipt of STL application form and required documents up to the release of loan proceeds through Check to the member-borrower.

197 CHECKLIST OF REQUIREMENTS WHERE TO SECURE Multi-Purpose Loan (MPL)

Member 1. Multi-Purpose Loan Application Form Pag-IBIG website (www.pagibigfund.gov.ph) (MPLAF, HQP-SLF-065) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy)

b. Commission Vouchers reflecting the Concerned company where member has issuer’s name and contact details) for engagement the last 12 months) (1 Photo/scanned copy)

c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Photocopy/scanned copy)

d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Photo/ scanned copy)

e. Certificate of Engagement issued by Concerned company where member has owner of business (1 Photo/scanned engagement copy) f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) (HQP-SLF-136) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy) 2 198 For Overseas Filipino Workers (OFW), any of the following: a. Employment Contract Employer ▪ Employment Contract between employee and employer (1 Photocopy); or ▪ POEA Standard Contract (1 Photo/scanned copy)

c. Income Tax Return filed with Host Employer Country/Government (1 Original) NOTE: If documents are in foreign language/s, English translation is required.

4. Selfie photo showing ID Card and Cash Card

Calamity Loan

Member 1. Calamity Loan Application Form (CLAF, Pag-IBIG website (www.pagibigfund.gov.ph) HQP-SLF-066) (1 Photo/scanned copy) or in any Pag-IBIG Fund Branch

3 199 For Self Employed, any of the following: a. ITR, Audited Financial Statements, and Bureau of Internal Revenue (BIR)/Municipals Official Receipt of tax payment from Office/City Hall bank supported with DTI Registration and Mayor’s Permit/Business Permit (1 Photo/scanned copy) b. Commission Vouchers reflecting the Concerned company where member has issuer’s name and contact details) for engagement the last 12 months) (1 Photo/scanned copy) c. Bank Statements or passbook for the Issuing Bank last 12 months (in case income is sourced from foreign remittance, pensions, etc.) (1 Photo/ scanned) d. Certified True Copy of Transport LGU, LTFRB Franchise issued by appropriate government agency (LGU for tricycles, LTFRB for other PUVs) (1 Photo/ scanned copy) e. Certificate of Engagement issued by Concerned company where member has owner of business (1 Photo/scanned engagement copy) f. Notarized Affidavit of Income Pag-IBIG website (www.pagibigfund.gov.ph) (HQP-SLF-136) (1 Photo/scanned or in any Pag-IBIG Fund Branch copy)

For Overseas Filipino Workers (OFW), any of the following a. Employment Contract Employer/Bureau of Internal Revenue ▪ Employment Contract between (BIR)/Municipals Office/City Hall employee and employer (1 Photo/scanned copy); or ▪ POEA Standard Contract (1 Photo/scanned copy) b. Certificate of Employment and Employer Compensation (CEC) ▪ CEC written on the Employer/Company’s official letterhead (1 Photo/scanned copy); or ▪ CEC signed by employer (for household staff and similarly situated employees) supported by a photocopy of the employer’s ID and passport (1 Photo/scanned copy) 4 200 c. Income Tax Return filed with Host Employer Country/Government NOTE: If documents are in foreign language/s, English translation is required.

4. In case of El Niño Phenomenon, any of the following:

a. For farmers, including landlords, fisher Municipals Office/City Hall folks, and livestock farmers - Certification from the Municipal Agricultural Office (MAO) that their products were damaged/killed due to the calamity. b. For business owners/market vendors Municipals Office/City Hall - Certification from the Market Vendors Association or certification from the Municipal Mayor (if not member of the association) attesting that he is engaged in the selling of farm products, vegetable, meat, fish and that his source of livelihood was affected by the calamity. c. For Pag-IBIG Members or any of his Medical Clinic/Hospital immediate family members afflicted by disease such as diarrhea, cholera, skin diseases, paralytic shellfish poisoning (red tide bloom), heat cramps, heat exhaustion, heat stroke, chickenpox, measles, and hypertension - A Medical Certificate from the Doctor stating that such disease/illness is brought by the onset of calamity.

5. Selfie photo showing ID Card and Cash Card

NOTE: In all instances wherein photocopies are submitted, the original document must be presented for authentication. FEES PROCESSING PERSON CLIENT STEPS AGENCY ACTION TO BE TIME RESPONSIBLE PAID 1. Access Pag-IBIG 1. On scheduled date, None 5 minutes Member Fund website and access system and Services Officer file MPL/Calamity view online STL MS II - Frontline Loan online application thru Servicing - through “Virtual Virtual Pag-IBIG. Branch Pag-IBIG”.

5 201 1.1 Select application None 1 minute for processing.

1.2 Check None 5 minutes completeness and correctness of the documents submitted.

1.3 Encode member’s None 5 minutes Pag-IBIG MID and view member’s details.

1.4 Verify member’s None 5 minutes record.

1.5 File application in None 15 minutes the system and select “Pending” button.

1.6 At the end of the None 1 day** day, List of STL Applications for Validation and endorse to concerned unit.

1.7 Process account None 14 days reconciliation, as follows whichever is applicable:

MCAD:  For merging  For reconciliation/ data migration  For MID swapping  For MID integration

STLAD:  With STL accounts under Legacy  With gap on posted payment of loan amortization

6 202  With in-transit payment  With balance subject for TAV offsetting

1.8 Retrieve filed None 10 minutes Member application in the Services Officer system and resume MS II-FS - processing of Branch application.

1.9 Review loan details None 20 minutes Supervising of the member. Member Services Officer MS II - Frontline Servicing - Branch

1.10 Approve/ None 1 day** Approving disapprove loan Authority applications.

Note: In case of disapproval, an SMS notification shall be sent to the concerned member regarding disapproval of the STL application.

1.11 Prepare and None 30 minutes endorse List of Approved STL Application and Certificate for Disbursement to CASD-TAS to initiate disbursement.

1.12 Generate/prepare None 15 minutes Treasury necessary Analyst disbursement CMD-Treasury document. Dept.

1.13 Sign disbursement None 1 day** Approving documents to Authorities indicate approval.

7 203 1.14 Prepare and None 10 minutes Financial approve Analyst II Disbursement FCD-OAD Voucher (DV).

1.15 Sign DV to certify None 1 day** Approving availability of Authorities Funds for disbursement.

1.16 Process release of None 1 day** Treasury loan proceeds and Analyst forwards CMD-Treasury Endorsement Dept. Letter and supporting Signing documents to Authorities partner-bank for crediting of loan proceeds.

1.17 Inform Data Center None 10 minutes Cashier on the availability (Disbursement) of Feedback File to Branch Support initiate on the - Branch crediting of loan proceeds to member’s disbursement card.

TOTAL None 19 days, 2 hours and 11 minutes * Time indicated shall include waiting time of the transacting client and shall depend on the number on queue. ** The activity is being done in batch and may be done at the end of the day.

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