Citizen s charter
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CITIZEN’S CHARTER. PHILIPPINE EMBASSY CANBERRA. MISSION. TO ADVANCE THE INTERESTS OF THE PHILIPPINES AND THE FILIPINO PEOPLE IN THE WORLD COMMUNITY . VISION.

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Citizen s charter

CITIZEN’S CHARTER

PHILIPPINE EMBASSY

CANBERRA


Mission

MISSION

TO ADVANCE THE INTERESTS OF THE PHILIPPINES AND THE FILIPINO PEOPLE IN THE WORLD COMMUNITY.


Vision

VISION

The DEPARTMENT OF FOREIGN AFFAIRS is the prime agency of government responsible for the pursuit of the State’s foreign policy and the nerve center for a Foreign Service worthy of the trust and pride of every Filipino.

We are an organization of competent, dedicated and

highly motivated personnel, who devote their energies to the benefit of the Filipino people.

We implement foreign policy with the highest standards of professionalism and commitment.


Vision1

VISION

We pursue bilateral, regional and

multilateral relations to advance the

interest of the Philippines and the

Filipinos.

We build partnerships with national security and development agencies, think-tanks and the academe, the private sector, the media and civil society in the interest of the nation and the people.

We endeavor to promote regional and global cooperation in order to achieve peace, prosperity and stability.


Vision2

VISION

In the global arena, we work for social justice especially for the poor, human rights and fundamental freedoms, and a democratic way of life.

We are committed to secure a world free from serious environmental degradation, transnational crime and proliferation of nuclear weapons.


Vision3

VISION

Our missions abroad are the partners of Filipinos overseas in the pursuit of the national interest and in the promotion and protection of their rights and well-being.

Team Philippines Australia


Vision4

VISION

We have a highly responsive system, which ensures effective delivery of services.

Our personnel are our greatest asset. We are committed to the personal, professional and career development of each employee.

In pursuit of our goals, we strive for and live by the principles of excellence, integrity and patriotism.

Passport Services

Tourism Promotion

Dual Citizenship

OAV Registration


Objectives

OBJECTIVES

Visit to International Catamaran (INCAT) in Tasmania.

  • To contribute to the enhancement of national security and the protection of the territorial integrity and national sovereignty;

  • To participate in the national endeavor to sustain development and to enhance the Philippines’ competitive edge in a global milieu;

Signing of the Statement of Commitment for the Philippines-Australia Development Cooperation Strategy 2012-2017.

Consultation meeting with officials from TAFE-NSW.


Objectives1

OBJECTIVES

  • To protect the rights and promote the welfare of Filipinos overseas and to mobilize them as partners in national development;

Meeting with the Filipino Seniors Committee of the Filipino Ministerial Consultative Committee

Filipino-Australian

Banaag Awardee for 2012

Filipino scholars visit the Embassy

Seminar on Work-Place Relations for OFWs in Australia


Objectives2

OBJECTIVES

  • To project a positive image of the Philippines;

  • To increase international understanding of Philippine culture for mutually-beneficial relations with other countries;


Objectives3

OBJECTIVES

  • To increase and maximize the performance of the Department.

State Visit of Pres. Benigno S. Aquino to Australia

4th ASEAN Regional Forum Inter-Sessional Meeting on Non-Proliferation and Disarmament

3rd Philippines-Australia Ministerial Meeting

Visit of DSWD Sec. Dinky Soliman


Consular services

CONSULAR SERVICES


Frontline services offered

FRONTLINE SERVICES OFFERED

Passport

Visas

Dual Citizenship

Legalization of Documents

Civil Registration

NBI Clearance Fingerprinting and Verification


Passport

PASSPORT

Passport Officer- Ms. MADELAINE D. DAVID


Passport1

PASSPORT

Requirements

First Time Applicant

  • Personal appearance of applicant

  • Duly accomplished ePassport application form

  • Report of Birth

  • Supporting Documents to prove identity (for applicants 18 years old and above)

  • Non-refundable processing fee of AUD108

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have new passport sent by mail.

- Driver’s License

- Company ID

- School ID

- NBI Clearance


Passport2

PASSPORT

Requirements

First Time Applicants

Additional Requirements for Minor Applicants:

  • Personal appearance of either parent

  • Valid passports of parents


Passport3

PASSPORT

Requirements

Renewal Applicants

  • Personal appearance of applicant

  • Duly accomplished application form

  • Original Passport

  • Photocopy of data page of passport

  • Non-refundable processing fee of AUD108

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have new passport sent by mail.


Passport4

PASSPORT

Requirements

Renewal Applicants

Additional requirements for minor applicants:

  • Personal appearance of either parent

  • Valid passports of parents


Passport5

PASSPORT

Requirements

Renewal Applicants

Additional requirements for married women who want to use husband’s surname:

  • If married in the Philippines: Marriage Contract in valid Security Paper (SECPA) issued by NSO

  • If married abroad: Report of Marriage

Note: Married applicants who wish to use the surnames of their husbands in their passports are advised that the following format will be used in accordance with Article 370 of the Civil Code of the Philippines which states that:

“A married woman may use: Her first name and maiden surname and add her husband’s surname.”


Passport6

PASSPORT

Requirements Renewal Applicants

Additional requirements for married women who wish to revert to maiden name:

  • If marriage is annulled: Marriage Contract in valid Security Paper (SECPA) issued by NSO with annotation on the annulment decree, certified true copy of the first page and the dispositive portion of the judgment on annulment.

  • If widowed: Death Certificate of spouse in valid Security Paper issued by NSO of the deceased husband.

  • If divorced: Certified true copy of the first page and the dispositive portion of the judgment on divorce, and the Philippine Court Order recognizing divorce.


Passport7

PASSPORT

Requirements

Renewal Applicants

Additional Requirements for Dual Citizens:

  • Certificate of Re-acquisition/Retention of Filipino Citizenship (Identification Certificate)

  • Oath of Allegiance

  • Order of Approval


Passport8

PASSPORT

Requirements

Replacement of Lost Passport

  • Personal appearance of applicant

  • Duly accomplished application form

  • If born in the Philippines, Birth Certificate in valid Security Paper issued by NSO

  • If born abroad, Report of Birth

  • Photocopy of lost passport, if available

  • Non-refundable processing fee of AUD 162 for lost MRRP and MRP Passport or AUD 270 for lost ePassport

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have new passport sent by mail.


Passport9

PASSPORT

  • Supporting Documents to prove identity (for applicants 18 years old and above)

  • Affidavit of Loss to be certified by a Justice of the Peace or an Australian Notary Public

  • Police Report

    NB: Application for the replacement of a lost passport is forwarded to Manila, for issuance of an ePassport, after the 15-working day clearing period (from the date of the lodging of application).

Requirements

Replacement of Lost Passport

- Driver’s License

- Company ID

- School ID

- NBI Clearance


Passport10

PASSPORT

Step 1: Applicant submits application forms and other documentary requirements.

Step 2: Passport officer checks if the form is properly filled-out and documentary requirementsare complete and in order. (5 mins.)

Procedure in Lodging an Application

Step 3a : If applicant satisfies all requirements, passport officer encodes applicant’s details, takes photograph, signature and fingerprints, and prints out enrolment certificate. (10 mins)

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer requires applicant to submit necessary documents.

Step 4: Applicant checks the details on the enrolment certificate and if found correct, affixes signature on said certificate. (3 mins)

Step 5: Applicant pays for the fees. (2 mins)

Step 6: Enrolment certificate is signed by Embassy signing officer and sent to Manila electronically. (at the end of each day).

Step 8: Passport is sent by DFA Manila to the Embassy (every Tuesday) and Embassy sends it to applicant upon receipt (every Friday) via registered mail (takes 3-5 working days to reach applicant.

Step 7: Passport production is done in Manila. (approximately 4-8 weeks)


Passport11

PASSPORT

Requirements

Travel Document

  • Latest Philippine passport

  • Affidavit detailing the applicant's personal data (name, citizenship, age and permanent address) and circumstances or reasons for the application for a Travel Document

  • Two (2) recent passport-size colored photographs with plain white background and with the applicant’s signature at the back


Passport12

PASSPORT

Requirements

Travel Document

  • Non-refundable processing fee of AUD54

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have the travel document sent by mail.


Passport13

PASSPORT

Applying in Person

Procedure in Lodging an Application

Travel Document

Step 2: Passport officer checks if the form is properly filled out and documentary requirementsare complete and in order. (5 mins.)

Step 1: Applicant submits application forms and other documentary requirements.

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer requires applicant to submit necessary documents.

Step 3a : If applicant satisfies all documentary requirements, passport officer accepts and processes application. (10 Mins

Step 4: Applicant pays for the fee. (2 mins)

Step 5: The Travel Document is issued to the applicant 3 days from the date of lodging of application.


Passport14

PASSPORT

Procedure in Lodging an Application

Travel Document

Applying by Mail

Step 1: Upon receipt, Passport officer checks if the form is properly filled out and documentary requirementsare complete and in order.

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, passport officer communicates with applicant to send the necessary documents.

Step 2a : If applicant satisfies all documentary requirements, passport officer issues receipt and processes application.

Step 3: Travel Document is sent to the applicant via registered mail 3 days after completion of the application process.


Citizen s charter

VISA

Visa Officer: Mr. Glenn M. Fuñe


Citizen s charter

VISA

Requirements

Non-Immigrant Visa

  • Duly accomplished application form (FA Form No. 2)

  • Passport with at least 6 months validity

  • Flight itinerary

  • 2 Passport-size photographs taken during the last six (6) months, quarter profile showing earlobes, on white background

  • Non-refundable processing fee of AUD54

  • For minor applicants – copy of parents’ passport and Affidavit of Support and Consent executed by parents, if not traveling with parents.


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

  • Duly-accomplished application form (FA Form No.3)

  • Current passport, valid for at least six months from the date of the anticipated entry into the Philippines.

  • Four copies of recent passport-size photos (signed at the back).

  • Certified true copy of birth certificate


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

  • Police clearance issued by the Australian Federal Police and duly-authenticated by the Australian Department of Foreign Affairs (DFAT).

  • Documentary evidence of financial capability such as:

    • Letter from the applicant’s bank

    • Certified true copies of land titles

    • Investment certificates


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

  • Medical Certificate Form (FA Form No.11). The form must be accompanied by the following:

    • X-ray results- Laboratory reports

      The examination must be performed within the last three (3) months from the date of submission to the Philippine Embassy

  • Processing fee of AUD 330 (this includes the visa fee, authentication of the police clearance and postage)


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

In case applicant is a minor:

  • Certified true copy of data pages of parents’ passports or any valid IDs (i.e. driver’s license, company ID)

  • An affidavit of support and consent executed by the parents.


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

In case the applicant is a former Philippine citizen or has lost Philippine citizenship because of marriage to foreign national, the following evidence of former Philippine citizenship must be submitted:

  • Old Philippine passport

  • Certified true copy of birth certificate

  • Certificate of naturalization


Citizen s charter

VISA

Requirements

Non-Quota Immigrant Visa

In case the applicant is married to a Filipino citizen

  • certified true copies of marriage certificate

  • data page of spouse’s Philippine passport.


Citizen s charter

VISA

Applying in Person

Step 1: Applicant submits application form, passport and other documentary requirements.

Procedure in Lodging an Application

Step 2: Visa officer checks if the documentary requirements are complete and in order. (5 mins)

Step 3a: If applicant satisfies all documentary requirements, visa officer accepts application.

Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer returns documents to applicants and asks applicant to return with the complete requirements.

Step 4: Applicant pays for the fees (2 mins)

Step 5: Visa officer assesses application and if found in order, issues visa after 5 – 7 working days.

Step 6: Passport with visa is picked up/released to applicant .


Citizen s charter

VISA

Procedure in Lodging an Application

Applying by Mail

Step 1: Upon receipt , visa officer checks if application form was properly filled-out and documentary requirements are complete and in order.

Step 2a: If applicant satisfies all documentary requirements, visa officer accepts application and issues receipt.

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, visa officer communicates with applicant and requests that missing documents be sent.

Step 4: Visa officer assesses application and if found in order, issues visa after 5 – 7 working days.

Step 5: Passport is sent to the applicant via registered mail.


Citizen s charter

VISA

The public is advised that possession of a visa does not automatically entitle bearer to enter the Philippines upon arrival at any port of entry if he or she is found inadmissible by Philippine Immigration authorities.


Dual citizenship

DUAL CITIZENSHIP

Personnel In-Charge: Mr. Glenn M. Fuñe


Dual citizenship1

DUAL CITIZENSHIP

Who Can Apply?

  • Former natural-born Filipinos who have lost their citizenship by foreign naturalization and their qualified dependents may also be included as beneficiaries and acquire the Philippine citizenship.

    - Qualified dependents are those children of applicants, whether legitimate or illegitimate or adopted, who are below 18 years old.

  • A child who is already 18 years old and above and was born when either of his parents was still a Filipino.


Dual citizenship2

DUAL CITIZENSHIP

Requirements

  • Duly accomplished Petition under Oath

  • For persons born in the Philippines, the original or certified true copy of NSO-authenticated Birth Certificate on valid Security Paper.

  • For persons born outside the Philippines, whose one or both parents were still Filipino citizens at the time of birth, original Report of Birth issued by the Philippine Embassy or Consulate General in the country of birth.


Dual citizenship3

DUAL CITIZENSHIP

Requirements

  • Three (3) recent colored passport-size photos of the applicant taken over white background;

  • Certified true copy of the Certificate of Foreign Citizenship;

  • Certified true copy of the data page of foreign passport, driver’s license or any valid Australian ID;


Dual citizenship4

DUAL CITIZENSHIP

Requirements

  • Non-refundable processing fee of AUD90.00 for primary applicant

  • If applying by mail, a self-addressed prepaid registered envelope


Dual citizenship5

DUAL CITIZENSHIP

Requirements

  • For married female applicants, original or certified true copy of the marriage certificate

  • If divorced, certified true copy of the final decree of divorce;


Dual citizenship6

DUAL CITIZENSHIP

Requirements

  • If a minor child will be included in the application:

    • Certified true copy of birth certificate

    • Non-refundable processing fee of AUD45


Dual citizenship7

DUAL CITIZENSHIP

  • If the birth certificate is not available, at least two (2) of the following secondary supporting documents:

    • Data page of old Philippine passport

    • Baptismal certificate

    • Birth certificates of children

    • Marriage certificate

    • Land titles

    • Proof of service to Philippine Government

    • NBI clearance

    • Other official and original documents which could prove natural-born citizenship

Requirements


Dual citizenship8

DUAL CITIZENSHIP

Step 2: The personnel in-charge checks if application form was properly filled-out and documentary requirements are complete and in order (10 mins.)

Step 1: Applicant submits application form and supporting documents.

Applying in Person

Procedure in Lodging an Application

Step 3a: If applicant satisfies all documentary requirements, personnel in-charge accepts application. (10 mins)

Step 3b: If there are missing or discrepancies in the documents submitted, personnel in-charge requests applicant to submit necessary documents.

Step 4: Applicant pays for the fees. (2 mins.)

Step 6: After the oath-taking (if done in Canberra), applicant is issued the Oath of Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)

The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is done during a mobile mission.

Step 5: Personnel in-charge assesses application and sends applicant a letter on the approval of the petition and to schedule for an oath-taking, 5 days from the day application process is completed.

NB: For the oath-taking, applicant may choose to either take his/her oath in Canberra or wait for the ceremony which will be held in his/her state once a year .)


Dual citizenship9

DUAL CITIZENSHIP

Applying by Mail

Step 1: Upon receipt, the personnel in-charge checks if application form was properly filled-out and documentary requirements are complete and in order.

Procedure in Lodging an Application

Step 2a: If applicant satisfies all documentary requirements, personnel in-charge accepts and processes application.

Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted personnel in-charge communicates with applicant and requests that missing documents be sent immediately.

Step 3: Applicant will then be sent a letter informing that petition for re-acquisition has been approved and to schedule for an oath-taking (5 days from the day the application process is completed).

NB: For the oath-taking, applicant may choose to either take his/her oath in Canberra or wait for the ceremony which will be held in his/her state once a year .)

Step 4: After the oath-taking (if done in Canberra), applicant is issued the Oath of Allegiance Certificate, ID Certificate and Order of Re-acquisition of Citizenship. (10 mins)

The ID Certificate and Order of Re-acquisition will be mailed to the applicant if oath-taking is done during a mobile mission.


Legalization of documents

LEGALIZATION OF DOCUMENTS

Personnel In-Charge: Mr. Joel C. Bulos


Legalization of documents1

LEGALIZATION OF DOCUMENTS

Requirements

Authentication

  • Documents such as Affidavit, Statutory Declaration, Certificate of Free Sale, Australian Birth Certificate/ Marriage Certificate/ Death Certificate, duly authenticated by the Department of Foreign Affairs and Trade of Australia (DFAT)

  • Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (same day release)

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have document sent by mail.


Legalization of documents2

LEGALIZATION OF DOCUMENTS

Step 1: Applicant submits document to be authenticated.

Authentication

Applying in Person

Procedure in Lodging an Application

Step 2: The personnel in-charge checks if document is duly-authenticated by the Department of Foreign Affairs and Trade of Australia (DFAT). (5 mins)

Step 3a: If authenticated by DFAT and signatory is in the list of accredited signatories, applicant pays the fee and personnel in-charge processes document . (15 mins)

Step 3b: If the document is not authenticated by DFAT, applicant will be asked to return once document is authenticated.

Step 4: Document is released to the applicant within the day for express processing or after 3 days for regular processing.


Legalization of documents3

LEGALIZATION OF DOCUMENTS

Authentication

Applying by Mail

Procedure in Lodging an Application

Step 1: Upon receipt, the personnel in-charge checks if document is duly-authenticated by the Department of Foreign Affairs and Trade of Australia (DFAT).

Step 2b: If authenticated by DFAT and signatory is in the list of accredited signatories, personnel in-charge issues the receipt and processes document.

Step 2a: If the document is not authenticated by DFAT, officer in charge returns document to applicant to have it authenticated.

Step 4: Document and receipt are sent to the applicant by registered mail (within the day for express processing or after 3 days for regular processing).


Legalization of documents4

LEGALIZATION OF DOCUMENTS

Requirements

Acknowledgement

  • Documents such as Affidavit, Statutory Declaration, Special Power of Attorney duly signed by the person executing such.

  • Valid ID such passport, driver’s license, company ID

  • Non-refundable processing fee of AUD45 for regular processing (3 working days) or AUD63 for express processing (immediate/same day release)


Legalization of documents5

LEGALIZATION OF DOCUMENTS

Acknowledgement

Procedure in Lodging an Application

Step 1: Applicant submits document to be acknowledged.

Step 2: The personnel in-charge examines document and requests the person executing the document to sign it. (5 mins)

Step 3a: After signing, applicant pays for the fees and personnel in-charge processes the document. (20 mins)

Step 3b: If a document was submitted by a person other than the one executing said document, personnel in-charge does not accept document and requires the personal appearance of the applicant.

Step 4: Document is released to the applicant, after 3 working for regular processing or within the day for express processing.


Civil registration

CIVIL REGISTRATION

Personnel In-Charge

Mr. Joel C. Bulos

Mr.Carlomagno A. Estole

Ms. Kathleen F. Tudio

Mr. Ronaldo B. Pilapil


Civil registration1

CIVIL REGISTRATION

Requirements

Report of Birth

  • Duly-Accomplished Report of Birth form

  • Certified true copies of the following:

    • Birth Certificate issued by Australia’s Registry of Births, Deaths and Marriages

    • Marriage Certificate of Parents (if married)

    • Data pages of the passports of parents

  • Non-refundable processing fee of AUD45

  • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if applicants choose to have document sent by mail


Civil registration2

CIVIL REGISTRATION

Requirements

Report of Birth

  • If reporting 30 days after the child’s birth date, an Affidavit or a Statutory Declaration for the delayed registration of birth must be submitted in addition to the above-mentioned documents.


Civil registration3

CIVIL REGISTRATION

Requirements

Report of Marriage

  • Duly-Accomplished Report of Marriage form

  • Certified true copies of the following:

    • Marriage Certificate issued by Australia’s Registry of Births, Deaths and Marriages

    • Birth Certificate of the Filipino spouse

    • Data page of the passport or any valid ID of both husband and wife

  • Non-refundable processing fee of AUD45

  • Additional AUD10 for postage fee or pre-paid,self-addressed envelope if applicant choose to have document sent by mail


  • Civil registration4

    CIVIL REGISTRATION

    Requirements

    Report of Marriage

    • For women who have obtained annulment,

      • certified true copy of the annulment decree

    • For women who were divorced by their foreign husband

      • certified true copy of the divorce decree

    • For widows/widowers

      • death certificate of the deceased spouse.


    Civil registration5

    CIVIL REGISTRATION

    Requirements

    Report of Death

    • Duly accomplished Report of Death form

    • Certified true copies of the following:

      • Death Certificate issued by Australia’s Registry of Births, Deaths and Marriages

      • Data page of the passport of the deceased

    • Non-refundable processing fee of AUD45

    • Additional AUD10 for postage fee or pre-paid, envelope if document is to be sent by mail.


    Civil registration6

    CIVIL REGISTRATION

    Step 1: Applicant submits application form and other documentary requirements.

    Applying in Person

    Procedure in Lodging an Application

    Step 2: The personnel in-charge checks if the form is properly filled-out and documentary requirements are complete and in order. (5 mins)

    Step 3b: If there are lacking documents or there are discrepancies found in the papers submitted, the personnel in-charge may ask applicant to return with the complete requirements or puts application on hold until the other requirements are submitted.

    Step 3a: If applicant satisfies all requirements, the personnel in-charge accepts application.

    Step 4: Applicant pays for the fees. (2 mins)

    Step 5: The civil registration report is processed and the certified true copy of the document is released to the applicant by registered mail 10 working days from the date of lodging of application.


    Civil registration7

    CIVIL REGISTRATION

    Applying by Mail

    Step 1: Upon receipt, personnel in-charge checks if the form is properly filled-out and documentary requirements are complete and in order.

    Procedure in Lodging an Application

    Step 2b: If there are lacking documents or there are discrepancies found in the papers submitted, the personnel in-charge communicates with the applicant and requests that additional documents be submitted.

    Step 2a: If applicant satisfies all documentary requirements, the personnel in-charge accepts and processes application.

    Step 3: Personnel in-charge sends the certified true copy of the registration and receipt to applicant by registered mail 10 working days from the date of receipt of application.


    Nbi clearance verification

    NBI CLEARANCE VERIFICATION

    Personnel In Charge: Mr. Joel C. Bulos


    Nbi clearance verification1

    NBI CLEARANCE VERIFICATION

    Requirements

    • Duly accomplished fingerprint card

    • Certified true copy of the data page of applicant’s valid passport or if not available, any valid ID

    • Processing fee of AUD45

    • Additional AUD10 for postage fee or pre-paid, self-addressed envelope if document is to be sent by mail.


    Nbi clearance

    NBI CLEARANCE

    Step 1: Applicant submits fingerprint card and documentary requirements

    Applying in Person

    Procedure in Taking of Fingerprints and Verification

    Step 2: The personnel in-charge checks if the card is properly filled-out and documentary requirements are complete and in order. (5 min)

    Step 3a: If applicant satisfies all requirements, the personnel in-charge assists applicant in affixing fingerprints on the card and processes application. (10 mins)

    Step 3b: If there are lacking documents applicant is requested to return with the complete requirements.

    Step 5: Verified fingerprint card is issued to the applicant.

    Step 4: Applicant pays for the fees. (2 mins)

    Step 6: Personnel in-charge informs applicant to send verified fingerprint card to the National Bureau of Investigation Office in Manila for the issuance of the clearance.


    Nbi clearance verification2

    NBI CLEARANCE VERIFICATION

    Applying by Mail

    Step 1: Upon receipt, personnel in-charge checks if the fingerprint card was properly filled out and that fingerprints were appropriately affixed on the card. (2 mins)

    Procedure in Taking of Fingerprints and Verification

    Step 2b: If fingerprints were not properly taken, fingerprint card is returned to the applicant together with a new form .

    Should there be lacking documents, personnel in-charge communicates with applicant and requests that the necessary documents be submitted.

    Step 2a: If everything is in order, personnel in-charge issues receipt and processes application .

    Step 3: Verified fingerprint card and receipt are sent to the applicant 3 days after the date of the receipt of application together with a letter informing applicant to send fingerprint card to the National Bureau of Investigation office in Manila for the issuance of the clearance.


    Assistance to nationals

    ASSISTANCE TO NATIONALS


    Assistance to nationals1

    ASSISTANCE TO NATIONALS

    ATN Officer - Ms. MADELAINE D. DAVID


    Assistance to nationals2

    ASSISTANCE TO NATIONALS

    Who can Request Assistance?

    • Filipino nationals who are currently in Australia

    • Next-of-Kin of Filipino nationals in Australia who are in the Philippines


    Assistance to nationals3

    ASSISTANCE TO NATIONALS

    Steps Undertaken on Requests for Assistance from Filipino Nationals/Next-of-Kin of Filipino Nationals

    (Walk-In Clients)

    Step 1: Assistance to Nationals (ATN) officer requests Filipino national/Next-of-Kin (NOK) of Filipino national to fill-out Request for Assistance Form (1 min)

    Step 2: Client fills out the Request for Assistance Form.

    (Duration varies depending on the length of client’s narrative)

    Step 3: Client submits accomplished form to ATN officer. (less than 1 min)

    Step 4: ATN Officer interviews client. ATN officer obtains and clarifies information and possible courses of action are also identified. (at least 30 mins)

    Step 5: If needed, the case is referred to the appropriate Philippine and/or Australian agencies for resolution or for further action.

    Step : Embassy informs DFA Manila of the case, if necessary.


    Assistance to nationals4

    ASSISTANCE TO NATIONALS

    Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of Filipino Nationals by Phone/Email/Fax

    Step 1: Filipino national/Next-of-Kin (NOK) of Filipino national calls/sends an e-mail/ letter/fax to Post for assistance.

    Step 2: Assistance to Nationals (ATN) Officer acknowledges receipt of the email/letter/fax by communicating with the Filipino national/NOK.

    or

    ATN officer interviews clients who calls the Embassy.

    Step 3: ATN Officer provides client with appropriate advise and/or requests client to provide supporting documents, as deemed necessary.

    Step 4: ATN Officer refers request to the concerned office, for appropriate action, if necessary.

    Step 5: Upon receipt of feedback from concerned office, ATN officer updates client, if necessary.


    Assistance to nationals5

    ASSISTANCE TO NATIONALS

    Steps Undertaken Upon Receipt of Requests for assistance from Filipino Nationals/Next-of-Kin of Filipino Nationals Sent by DFA-OUMWA/RCOs/NGOs

    Step 1: OUMWA/RCOs/Non-Government Agencies sends an e-mail/letter/fax to Post referring the request for assistance of the Filipino national/NOK of Filipino national.

    Step 2: E-mail/letter/fax received is referred to the ATN Officer who acts on the request.

    Step 3: ATN officer communicates with the Filipino national in Australia to obtain further details on the case.

    Step 3: ATN Officer recommends appropriate action.

    Step 5: ATN officer reports to DFA Manila the action taken on the case.


    Complaints and client feedback

    COMPLAINTS andCLIENT FEEDBACK


    Filing a complaint

    FILING A COMPLAINT

    Procedure in Filing a Complaint

    Step 1: Complaints may be sent through email, letter, or fax

    Step 2: Head of post is informed of the complaint .

    Step 3: Email/letter/fax is referred to the appropriate personnel for explanation

    Step 4: Post provides feedback to complainant.


    Client feedback

    CLIENT FEEDBACK

    Procedure in Submitting Feedback

    Step 1: Front line service personnel requests client to accomplish client feedback survey sheet after client is serviced.

    (Personnel informs clients that the survey is conducted to enable the Embassy to improve the delivery of its services.)

    Step 2: Clients who agree to participate in the survey, fill out the form and drops it in the “client feedback” box located at the waiting area of the Consular Section.

    Step 3: At the end of each day, all feedback forms are reviewed, for consideration and further action, if needed.


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