rhrc citizen's charter. draft

8/11/2019 RHRC Citizen's Charter. Draft

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REGIONAL HUMAN RIGHTS COMMISSION

CITIZENS CHARTER

VISION

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

MISSION

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

CORE VALUES

We, the Commissioners and staff of the Regional Human Rights

Commission, subscribe to the following values to carry out our mission and

goals towards achieving the vision:

We are community-oriented and rights based

We are transparent and accountable

We practice partnership and are synergistic in our approach; and We are apolitical and impartial


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THE REGIONAL HUMAN RIGHTS COMMISSION

The Regional Human Rights Commission (RHRC) of the Autonomous

Region in Muslim Mindanao (ARMM) in the Philippines is a statutoryagency created under Section 16 of Republic Act 9054 and operationalized

by the ARMM Human Rights Commission Charter of 2012 (Muslim

Mindanao Autonomy Act No. 288). It is mandated, inter alia, to perform

within the autonomous region, the functions of the Commission on Human

Rights of the central government

Composition of the Regional Human Rights Commission

The Chairperson and Members of the Regional Commission shall be

appointed by the President upon recommendation of the Regional

Governor. In no case shall any member be appointed, re-appointed or

designated in a temporary or acting capacity. Appointment to any vacancy

occurring during the term shall be only for the remaining portion of said

term. The successor for the unexpired term shall, likewise, be ineligible for

reappointment.

PERFORMANCE PLEDGE

We, the officials and employees of the Regional Human Rights

Commission, commit to:

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

beyond, when necessary.

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


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

pregnant women, senior citizens.

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

www.rhrc.armm.gov.ph.

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

impediment in the delivery of frontline services.

Serve with aggressiveness and enthusiasm, and offer public-friendly

service.

Your Rights, Our Duty

FEEDBACK AND REDRESS MECHANISM

We value your comments, suggestions and needs. For feedback and

suggestions, please:

Talk to our Public Assistance and Complaints Desk Officer;

Accomplish our Feedback Form and drop it in the Suggestion

Boxlocated at the lobby.

You may also call or text:

0916-768-5898Tel/Fax No.: (064) 552-0436

Visit our website:

www.rhrc.armm.gov.ph
http://www.rhrc.armm.gov.ph/http://www.rhrc.armm.gov.ph/http://www.rhrc.armm.gov.ph/http://www.rhrc.armm.gov.ph/http://www.rhrc.armm.gov.ph/http://www.rhrc.armm.gov.ph/


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E-mail us:

[email protected]

Write us:

REGIONAL HUMAN RIGHTS COMMISSION1F, Japan-ARMM Friendship Hall and Training Center

ORG Compound, Cotabato City 9600

LIST OF FRONTLINE SERVICES

1.

Issuance of Clearance

2.

Technical Assistance Training and Resource Person

3.

Data, Statistics, Information, Documents and Reference Material

Provision

4.

Human Rights Violation Investigation

5.

Jail Visitation

6. Legal and Other Assistance


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ISSUANCE OF CLEARANCE

Name of Agency : Regional Human Rights Commission

Frontline Service : Issuance of Clearance

Clients : Uniformed/Organic Personnel of Police-

Military/Other Government Agencies

Requirements for PNP:

1.

Duly accomplished RHRC Form (Clearance Form).

2.

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

3.

Duly accomplished PNP personal data sheets (PDS). Please be

specific if in Maguindanao, Lanao del Sur, Basilan, Sulu or Tawi-Tawi

province and indicate the municipalities.

4.

Item number 4 of RHRC Form (3 latest assignments)

5.

Item number 8 of RHRC Form. Indicate the year and RHRC

Provincial Office if conducted by RHRC.

Requirements for AFP:

1.

Duly accomplished RHRC Form (Clearance Form).2.

2 pieces passport size ID pictures in uniform.3. SOI (Summary of Information) - Please be specific if in Maguindanao,

Lanao del Sur, Basilan, Sulu or Tawi-Tawi and indicate themunicipalities.

4.

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

Item number 8 of RHRC Form. Indicate the year and RHRCProvincial Office if conducted by RHRC.

Requirements for Other Government Agencies:

1.

Duly accomplished RHRC Form.2. 2 pieces passport size ID pictures in uniform.3.

Duly accomplished Personal data sheets (PDS)4.

Service record


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5.

Photocopy of recent office ID6.

In Item number 5 of RHRC Form, indicate 3 latest assignments.

Schedule of Availability of Service : Monday to Friday,

8:00 AM to 5:00 PM

Total/ Maximum Duration of Process : 7 days and 37 minutes

How to Avail of the Service :

No. Client Step gencyction

Office/ PersonResponsible

Locationof Office

Duration

ofgency

ctivity

1

File

application

for clearance

Check for

completeness of

required

documents

Records Officer

(General

Administrative

and

ManagementDivision)

Ground

Floor JICA

Bldg.,

15

minutes

2Verify existence

of case record

Records Officer

(Legal Division)

2ndFloor

JICA Bldg.

4 hours

3a

If with case,

transmit to

provincial office

to check status

Records Officer

(Legal Division)

2ndFloor,

JICA Bldg.

1 day

3b

If no case,

prepare/ correct

clearance

certificate with

Records Officer

(Legal Division)

2ndFloor,

JICA Bldg.7 hours


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signatures

4

Check status

and prepare

certification ofpending case or

record of HRV

Head of

Provincial

Office/LegalStaff

Provincial

Office

3 days

and 7

hours

5

Record and

check for errors

Records Officer

(General

Administrative

and

Management

Division)

G/F, JICA

Bldg.

10

minutes

6Sign clearance Chairman/

Commissioner

G/F, JICA

Bldg.

1 day

7

Issue control

number; record

and release

Records Officer

(General

Administrative

andManagement

Division)

G/F, JICA

Bldg.

10

minutes

8Receive/Pick-

Up Clearance


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TECHNICAL ASSISTANCE-TRAINING AND RESOURCE PERSON


Frontline Service : Technical Assistance---Training and Resource

Person

Clients : Institutions/Organizations

Requirements : Accomplished Request Form/ Letter of

Request


8:00 AM to 5:00 PM

Total/ Maximum Duration of Process : 9 days, 45 minutes


No.Client Step gency ActionOffice/ Person

Responsible

Location

of Office

Duration

of

gency

ctivity

1

Fill up

Request

Form or

send request

letter

Receive request Education,

Communications

and Linkages

Division

G/F JICA

Bldg.

15

minutes

2

Act on request Education,

Communications

and Linkages

Division

G/F JICA

Bldg.

30

minutes

3 Coordinate

training/

Prepare/schedule Education,

Communications

G/F JICA 7 days


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schedule training program and Linkages

Division

Bldg.

4

Coordinate

mobilization

Mobilize

resources

Education,

Communicationsand Linkages

Division

G/F JICA

Bldg.

2 days

5

Provide

logistical

support

Provide technical

assistance or

lecturer

Education,

Communications

and Linkages

Division

G/F JICA

Bldg.


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DATA, STATISTICS, INFORMATION, DOCUMENTS AND

REFRENCE MATERIAL PROVISION


Frontline Service : Data, Statistics, Information, Documents and

Reference Materials Provision

Clients : General Public

Requirements : Accomplished Request Form/

Letter of Request


8:00 AM to 5:00 PM

Total/ Maximum Duration of Process : 3 hours, 45 minutes


No. Client Stepgency

ction

Office/ Person

Responsible

Location

of Office

Duration

of

gency

ctivity

1

Fill up

Request

Form or

send requestletter

Receive request

and verify

authority

Complaints and

Assistance Desk

G/F JICA

Bldg. /

Provincial

Officeconcerned

45

minutes

2

Act on request Executive

Director/ Head

of Provincial

Provincial

Office

concerned

1 hour


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Office

3

Check

availability

Complaints and

Assistance Desk/

ConcernedOffice or Unit

G/F JICA

Bldg. /

ProvincialOffice

concerned

1 hour

4

Receive

item/data

requested

Release

information/

Inform client

Complaintsand

Assistance Desk/

Concerned

Office

G/F JICA

Bldg. /

Provincial

Office

concerned

1 hour


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HUMAN RIGHTS VIOLATION INVESTIGATION


Frontline Service : Investigation

Clients : Human Rights Violation Victims/

Survivors

Requirements:

1.

Accomplished RHRC Form

2.

Affidavits of Complainant and Witnesses

3.

Birth Certificate (if victim is minor)

4.

Medical Certificate (if available)

5.

Death Certificate (in case of victims death)

6.

Photographs (if available)

Schedule of Availability of Service : Monday to Friday, 8:00 AM

to 5:00 PM or as needed

Total/ Maximum Duration of Process: 74 days, 5 hours and 5

minutes


No.Client Step gency ActionOffice/ Person

Responsible

Location

of Office

Duration

of

gency

ctivity

1

Fill-up Form

RHRC Form

Receive

complaint,

prepare affidavit,

evaluate and

Duty Investigator Provincial

Office

3 hours


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submit

recommendation

2Act on

recommendation

Head of

Provincial Office

Provincial

Office

30

minutes

3

Conduct

investigation,

and if needed,

conduct medico-

legal

examination

Investigator on

case

Provincial

Office

26 days

and 55

minutes

4 Review report SeniorInvestigator ProvincialOffice 4 hours

5

Submit report to

Head of

Provincial Office

and assign case

to Legal for

drafting of

resolution

Senior

Investigator

Provincial

Office

35

minutes

6

If needed,

conduct further

investigation

Investigator on

case

Provincial

Office

15 days

and 4

hours

7

Prepare and

submit draft

resolution

Lawyer or

Investigator

assigned

Provincial

Office

5 days

8

Act on resolution

and furnish

parties with

copies

Head of

Provincial

Office/Records

Officer

Provincial

Office

4 days and

5 minutes


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8

File MR

with

Provincial

Office

Client/s and/or

Respondent/s

9

Review, resolve,

and issue

resolution/order

Head of

Provincial Office

Provincial

Office

1 day

10

If no MR is filed

or if decision

becomes final,

implement

decision.

RecordsOfficer Provincial

Office

3 days

11

File appeal

with RHRC

Commission

En Banc

Client/s and/or

Respondent/s

12

Review, resolve,

issue

resolution/order,and furnish

copies of

resolution to

parties

Commission En

Banc/ComSec

Regional

Office

13 days

13

If no appeal is

filed or if

decision becomes

final, implementdecision.

Records Officer Regional

Office

3 days

14Receive

resolution


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JAIL VISITATION


Frontline Service : Jail Visitation

Clients : Individuals/NGOs

Requirements : Letter of Request


8:00 AM to 5:00 PM

Total/ Maximum Duration of Process : 10 days, 6 hours, 57

minutes


No

.Client Step gency Action

Office/

Person

Responsible

Location

of Office

Duratio

n of

gency

ctivity

1Submit letter

of request

Receive/evaluate

letter of request

Officer-on

Duty

Provincial

Office

15

minutes

2

Prepare

administrative/

logistical

requirements

Head of

Provincial

Office

Provincial

Office

1 day,

6 hours

and 42

minutes

3

Coordinate

with

Investigating

team

Conduct jail

visitation; Prepare

and submit report;

and inform client

result of visit

Investigating

team leader

Provincial

Office

9 days


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LEGAL AND OTHER ASSISTANCE


Frontline Service : Legal and Other Assistance

Clients : Individuals/Organizations

Requirements : 1. Accomplished RHRC Form

2. Letter of Request


8:00 AM to 5:00 PM

Total/ Maximum Duration of Process : 5 days


No.Client

Stepgency Action

Office/ Person

Responsible

Location

of Office

Duration

of Agency

ctivity

1

SubmitLetter of

Request

and/or

Fill-up

Complaint

Form

Receive requestand interview

complainant/

witnesses

Officer-on-duty ProvincialOffice

1 hour

2

Evaluate request

and submit

recommendation

to Head of

Provincial Office

Senior Investigator Provincial

Office

1 hour


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3Act on

Recommendation

Head of Provincial

Office

Provincial

Office

1 hour

4

Act on request

immediately,

submit report

and notify client

of result of

request

Investigator/Lawyer 4 days and

5 hours

5

Receive

notification

of request

result

Client