DBP

CITIZEN’S
CHARTER

DBP CITIZEN’S CHARTER

 DBP
CITIZEN’S
CHARTER
DBP wants to serve its Clients better. Should you have comments or suggestions
to improve our services you may readily write or coordinate with the below
address:

Mailing Address : Development Bank of the Philippines

c/o Corporate Affairs
P.O Box 1966 MCPO
1200 Makati City, Philippines

or E-mail us : [email protected]

November 2010

DBP CITIZEN’S CHARTER

Table of Contents

Page
I. Mission Statement
1
Corporate Vision 1
Performance Pledge 4

II. Step-by-Step Procedures, Processing Time,

Documents to be Presented, and Applicable Fees

Opening of Savings Account 5

Opening of Current Account 5
Opening of Time Deposit
5
Opening of Special Savings Deposit 5
Rollover of Special Savings Deposit 10
Rollover of Time Deposit
10
Replacement of ATM Card 11
Release/Claiming of ATM Card 13
Filing ATM Complaints 14
DBP CITIZEN’S CHARTER
Check and Cash Deposit 15
Cash Withdrawal 16
Check Encashment (On-Us Checks) 17
Interbranch Transaction – Check Encashment 18
Interbranch Transaction – CashWithrawal 19
Pensioner’s Account (Personal Withdrawal) 20
Loan Inquiry 21
Loan Counseling 23
Issuance of EC Card (Walk-In Clients) 25
Trust Products and Services - Client Inquiry 28
Trust Products and Services - Account Opening/ Placement 29
Trust Products and Services - Redemption/ Termination/ 28

DBP CITIZEN’S CHARTER

MISSION STATEMENT
The Development Bank of the Philippines commits itself, in partnership with others,
as a viable development financial institution, to influence and accelerate sustainable
economic growth through the provision of medium and long term resources for the
continued well-being of the Filipino people.

CORPORATE VISION
PEOPLE AND ORGANIZATION
We are proud to belong to the DBP Family, an organization that puts love of God
and country above self. We subscribe to values that instill integrity and excellence,
teamwork and service to others. There is order in the way we do things. We work in an
atmosphere of trust and openness. We take the lead in promoting the sense of common
good, sharing our talents and resources for the well-being of the Filipino people. The
DBP is an institution that recognizes, rewards, and celebrates the contributions and
accomplishments of its people. It provides a work environment that is conducive to

DBP CITIZEN’S CHARTER 1

generating the best from its people even as it optimizes its organizational resources to the
fullest. We draw guidance from the bank’s visionary leadership that seizes opportunities
created by change. We ascribe our success to our team of competent and loyal human
resource, a people who are happy and well motivated, knowledgeable in many fields of
operations, and continuously seeking new and better ways of serving our customers.

BUSINESS OPERATIONS
The DBP promotes the process of development by widening linkages and performing
multifaceted roles. As a catalyst in this process, the Bank maintains an active presence
in the countryside and initiates programs in support of the government’s thrust towards
sustainable development. We assist in developing a pool of experts in industrial
restructuring. And we are establishing a network of subsidiaries that is recognized
globally. In response to changes brought about by economic growth, DBP embarks on new
activities which make it competitive in the local, regional, and international markets.

RESULTS
We are a strong and viable institution, with offices located in strategic areas. We are

DBP CITIZEN’S CHARTER 2

at the forefront of our country’s transformation to a newly industrialized country, in
gearing up the engines of economic growth. We participate in national policy formulation
toward the well-being of the citizenry. We are contributing to the protection of the
environment, to the re-awakening of the spirit of entrepreneurship, and to the promotion
of ethical practices and values essential to sustained development. As a development
institution, we have ventured beyond financial dimensions such as the promotion of
culture, sports, and the arts, thus contributing to the forging of unity and national pride
among Filipinos.

IMAGE
We are the pre-eminent development bank in the Philippines, the bank that makes
life better for every Filipino: the Development Bank of the Philippines—the bank for
all Filipinos.

PERFORMANCE PLEDGE
We, the officers and employees of the Development Bank of the Philippines (DBP),

DBP CITIZEN’S CHARTER 3

are entrusted with the citizen’s welfare and needs.

And so therefore, we:

Do every task and responsibility promptly, efficiently, courteously and to your

heart’s desire;

Be steadfast in our resolve to serve with the highest of integrity and

transparency, aligned with the strictest of service standards, as
well;

Paving the way for what we consider our greatest achievement, and that is,
your 100% satisfaction.

We are always ready to serve you the best way we know how – as the authorized and
properly identified personnel to transact with you – from Mondays to Fridays, 8:30 a.m.
to 3:30 p.m., sans noon break.

Quality Service is our Pledge,

For a more empowered citizen – YOU.

DBP CITIZEN’S CHARTER 4

Name of Agency: Development Bank of the Philippines
Frontline Service: Opening of New Accounts (Regular Savings , Current, Special Savings, Option Savings , Peso/Dollar Time Deposit)
Clients: Depositors (Individual / Legal Entity)
Requirements: Anti Money Laundering Act (AMLA) – please see details below
Schedule of Availability of Service: Monday to Friday, 8:30 am- 3:30 pm without noon break
Maximum Duration of Process: One (1) hour

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Go to New Accounts Section, a. Initial and Final Ground 15 minutes None Checklist of
Cash Management at the Ground interview and brief Floor- Cash Requirements
Floor for interview and briefing. the client on the Management ,
following: existing New Accounts
bank rules, Section / New
regulations and Accounts
requirements. Staff/
b. NAS to check /search Supervisor
names against lists
provided by
Government Agencies
and BAP on
Watchlisted Person.

2 Present / submit requirements: Receive, Review and Ground 15 minutes None

1. Two 1”x1” ID picture Check the validity, Floor-Cash
2. Tax Identification Number accuracy and completeness Management,
(TIN) of submitted requirements. New Accounts
3. Original and clear copy of at If complete, instruct the Section / New
least one (1) valid photo- Accounts Staff

DBP CITIZEN’S CHARTER 5

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

bearing identification client to fill out the

document issued by an account opening forms.
official authority*. If incomplete, advise
client to complete all the
Valid IDs include the following: requirements needed.
• Passport
• Driver’s License
• Professional Regulation
Commission (PRC) ID
• National Bureau of
Investigation (NBI)
Clearance
• Police Clearance
• Postal ID
• Voter’s ID
• Barangay Certification
• Government Service
Insurance System (GSIS)
e-Card
• Social Security System (SSS)
Card
• Senior Citizen Card
• Overseas Workers Welfare
Administration (OWWA) ID
• OFW ID
• Seaman’s Book
• Alien Certification of
Registration (ACR) I-Card

DBP CITIZEN’S CHARTER 6

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

The following are exempted

from presenting the ACR
I-Card:
• Holders of Special Investor’s
Resident Visa
• Non-immigrants admitted
under the multiple entry
special visa as well as
their spouses and
dependents
under 21 years of age.
• Accredited official of a
foreign government
recognized by the Republic
of the Philippines or a
member of his official staff
and family.
• Government Office and
GOCC ID, e.g. Armed Forces
of the Philippines
(AFP ID), Home
Development Mutual Fund
(HDMF ID)
• Certification from the
National Council for the
Welfare of Disabled
Persons (NCWDP)
• Department of Social
Welfare and Development
(DSWD) Certification
• Integrated Bar of the

DBP CITIZEN’S CHARTER 7

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

• Company IDs issued by

private entities or
institutions registered with
or supervised or regulated
either by the BSP, SEC or
IC
• School ID duly signed by the
principal or head of the
school (for students who are
beneficiaries of remittances/
fund transfers who are not
yet of voting age)

Client may present other

requirements for the
following accounts:
i. joint account
ii. single proprietorship
iii. corporationsiv.
associations, societies
and other juridical
entities
including

3 Fill out account opening forms. 1. Review and Ground 30 minutes None 1. Customer Record
authenticate filled-out Floor, Cash Form
forms. Management, 2. Two (2)
2. Assign account New Accounts Signature Cards
number. Section / New 3. Application for
3. Open the account in Accounts Staff ATM (if desired)
the Deposit System

DBP CITIZEN’S CHARTER 8

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

4. Authorization to
Debit (if
initial
deposit is
debited to an
account)

DBP CITIZEN’S CHARTER 9

Name of Agency: Development Bank of the Philippines
Frontline Service: Rollover of Option/Special Savings/Time Deposit
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm
Maximum Duration of Process: 15 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to go to New accounts Attend to clients Ground None

Section. instruction to rollover Floor- Cash 3 minutes
deposit. Management ,
New Accounts
Section

2 CLIENT to present SSD /Option Ground None Passbook

Passbook /CTD to New Accounts Floor-Cash 1 minute Certificate of Time
Staff. Management, Deposit
New Accounts
Section

3 Processing and Servicing Unit Process Transaction Ground None

(PSU) to Process Transaction Floor-Cash
Management, 10 minutes
New Accounts
Section

4 CLIENT to receive the updated

passbook /CLIENT to receive 1 minute
the new CTD

DBP CITIZEN’S CHARTER 10

Name of Agency: Development Bank of the Philippines
Frontline Service: Replacement of ATM Card
Clients: Depositor with ATM Cards
Requirements: Old ATM Card (if ATM Card is with Cardholder) / Identification Cards
Schedule of Availability of Service: Monday to Friday, 9:00 am to 3:30pm
Maximum Duration of Process: 27 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Go to New Accounts Sections Present and give New Accounts 5 minutes None Application for
(HO Ground Floor/Branches) for instructions for forms to be Section / New ATM Card (AAC)
accomplishment of forms filled-out by client Accounts Staff ATM Customer
Complaints Form
(CCF)

2 Submit accomplished forms Check the validity, New Accounts 1 minute None Application for
to New Accounts Staff and accuracy and completeness Section / New ATM Card (AAC)
surrender existing ATM Card of submitted requirements Accounts Staff ATM Customer
or submit the duly notarized Complaints Form
Affidavit (CCF)Notarized
Affidavit

3 Proceed to Teller and pay corre- Process payment for ATM Teller 5 minutes P53.50 Official Receipt
sponding ATM Card replacement card replacement fee and
fee and receives Official Receipt present corresponding O.R.
(O.R.)

DBP CITIZEN’S CHARTER 11

Name of Agency: Development Bank of the Philippines
Frontline Service: Replacement of ATM Card
Clients: Depositor with ATM Cards
Requirements: Old ATM Card (if ATM Card is with Cardholder) / Identification Cards
Schedule of Availability of Service: Monday to Friday, 9:00 am to 3:30pm
Maximum Duration of Process: 27 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

4 Present O.R. to the New Accounts Check validity of O.R. New Accounts 1 minute None Official Receipt
Staff Section / New (O.R.)
Accounts Staff

5 Return after five (5) days and Check validity and accu- New Accounts 10 minutes None Official Receipt
present O.R. and/or at least one racy of submitted require- Section / New (O.R.)
(1) photo bearing valid identifica- ments. Accounts Staff Identification Card
tion card (I.D.) for the issuance/ (I.D.)
pick up of the new ATM Card
and PIN

6 Acknowledge receipt by signing Check validity of signa- New Accounts 5 minutes None ATM Card, PIN
in the “Received by” portion of ture. Present and provide Section / New Form and ATM
the ATM Card, PIN Form and on information on the use of Accounts Staff Card Logbook
the ATM Card Logbook new ATM Card and PIN

DBP CITIZEN’S CHARTER 12

Name of Agency: Development Bank of the Philippines
Frontline Service: Release/Claiming of ATM CARD
Clients: Individual /Legal Entity
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm
Maximum Duration of Process: 8 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Client to go to New Accounts To check /validate O.R. Ground 2 minutes None None
section and present O.R. and/ presented by client. Floor- Cash
or at least one (1) photo bearing Management ,
valid identification card (I.D.) to Step 2: process transaction New Accounts
New Accounts Clerk. Section / New 4 minutes
Accounts
Staff/
Supervisor

2 Upon release of ATM Card Release the ATM Card and Ground 2 minutes None None
and PIN form, CLIENT to PIN to CLIENT, CLIENT Floor-Cash
acknowledge receipt by signing signs in logbook Management,
in the “Received by” portion of New Accounts
ATM Card, PIN Form and on the Section / New
ATM card Logbook. Accounts Staff

DBP CITIZEN’S CHARTER 13

Name of Agency: Development Bank of the Philippines
Frontline Service: Filling of ATM Complaints
Clients: ATM Cardholders
Requirements: ATM Card / ATM Transaction Customer Receipt
Schedule of Availability of Service: Monday to Friday, 9:00 am to 3:30pm
Maximum Duration of Process: 13 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Go to New Accounts Sections Present and give New Accounts 2 minutes None ATM Customer
(HO Ground Floor/Branches) for instructions for forms to be Section / New Complaints Forms
accomplishment of forms filled-out by client Accounts Staff (ACCF)

2 Submit the accomplished form to Check validity and New Accounts 3 minutes None ATM Customer
New Accounts Staff accuracy of submitted Section / New Complaints
requirements Accounts Staff Forms (ACCF)
ATM CardATM
Transaction
Customer Receipt

3 Follow-up thru walk-in / phone Check ATM account New Accounts 4 minutes None ATM Customer
calls or check thru ATM balance balance if debited amount Section / New Complaints
inquiry for credit back of debited was already credited Accounts Forms (ACCF)
ATM transaction amount and/or check with ATM StaffATM ATM CardATM
Center details/update on Center Staff Transaction
complaints Customer Receipt

DBP CITIZEN’S CHARTER 14

Name of Agency: Development Bank of the Philippines
Frontline Service: Check and Cash Deposit
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 5 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to fill up Deposit Slip Ground 2 minutes None OCS # 01707

Form Floor- Cash
Management
- Tellering
Division

2 C L I E N T t o p ro c e e d t o t h e Tellers check the Ground 3 minutes None Deposit Slip

available Teller and present the correctness and Floor-Cash
following: completeness of deposit Management,
• Deposit slip slips . Tellering
• Cash or Check Division
• Passbook (if w/ passbook
account)

3 CLIENT to receive the updated

passbook /CLIENT to receive
the new CTD

DBP CITIZEN’S CHARTER 15

Name of Agency: Development Bank of the Philippines
Frontline Service: Cash Withdrawal
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 15 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to fill-up Withdrawal Ground 10 minutes None OCS # 1804

Slip Form Floor- Cash
Management
- Tellering
Division
2 CLIENT to proceed to the Tellers check the Ground 7 minutes None Withdrawal Slip
available Teller and present the correctness and Floor-Cash
following: completeness of Management,
• Withdrawal Slip withdrawal slip. Tellering
• Passbook or ATM Division
• Two (2) valid IDs/ SPA

Wait for signature verification

and processing to be completed

Note: Only the depositor himself

can make a No Book withdrawal
3 CLIENT to receive cash and Process Transaction Ground 7 minutes None
sign in the stamped “Received Floor-Cash
Payment” portion at the back of Management-
the check. New Accounts

DBP CITIZEN’S CHARTER 16

Name of Agency: Development Bank of the Philippines
Frontline Service: Check Encashment (On-Us Checks)
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 25 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to proceed to the Teller accepts, checks Ground 2 minutes None

available Teller and present the and validate check Floor- Cash
following: encashment. Management
• Name - Tellering
• Address Division
• Contact Number
• Signature

2 Wait for signature verification

and processing to be completed. 10 minutes

3 CLIENT to receive cash and Ground 13 minutes None

sign in the stamped “Received Floor-Cash
Payment” portion at the back of Management,
the check. Tellering
Division

DBP CITIZEN’S CHARTER 17

Name of Agency: Development Bank of the Philippines
Frontline Service: Interbranch Transaction - Check Encashment
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 45 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to proceed to the Tellers accept, checks Ground 40 minutes P107.00

available Teller and present the , validate and process Floor- Cash
following: check encashment. Management
a. Check for Encashment - Tellering
The following details should Division
be written at the back of the
check:
• Name
• Address
• Contact Number
• Signature

b. Two (2) Valid IDs

Wait for signature verification

and processing to be completed.

2 CLIENT to receive cash and Ground 5 minutes None

sign in the stamped “Received Floor-Cash
Payment” portion at the back of Management,
the check. Tellering
Division

DBP CITIZEN’S CHARTER 18

Name of Agency: Development Bank of the Philippines
Frontline Service: Interbranch Transaction - Cash Withdrawal
Clients: Depositors (Individual /Legal Entity)
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 45 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to fill-up Withdrawal Ground 1 minute P107.00 OCS # 1804

Slip Form (OCS# 1804) Floor- Cash
Management
- Tellering
Division
2 CLIENT to proceed to the Accepts, checks, validate Ground 43 minutes None Withdrawal Slip
available Teller and present the and process withdrawals Floor-Cash
following: Management,
• Withdrawal Slip Tellering
• Passbook or ATM Division
• Two (2) valid IDs

Wait for signature verification

and processing to be completed.

Note: Only the depositor himself

can make a No Book withdrawal
3 CLIENT to receive cash, 1 minute None
passbook/ATM and sign in the
“Received Payment” portion of
the validated Withdrawal Slip.

DBP CITIZEN’S CHARTER 19

Name of Agency: Development Bank of the Philippines
Frontline Service: Pensioner’s Account (Personal Withdrawal)
Clients: Pensioners
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 3:30 pm
Maximum Duration of Process: 15 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 CLIENT to fill-up Withdrawal Ground 1 minute None OCS # 1804

Slip Form Floor- Cash
Management
- Tellering
Division
2 CLIENT to proceed to the Same as cash withdrawal Ground 7 minutes None Withdrawal Slip
available Teller and present the Floor-Cash
following: Management,
• Withdrawal Slip Tellering
• Passbook or ATM Division
• Two (2) valid IDs

Wait for signature verification

and processing to be completed.

Note: Only the depositor himself

can make a No Book withdrawal
3 CLIENT to receive cash, 7 minute
passbook/ATM and sign in the Same as cash withdrawal
“Received Payment” portion of
the validated Withdrawal Slip.

DBP CITIZEN’S CHARTER 20

Name of Agency : Development Bank of the Philippines
Frontline Service : Loan Inquiry
Clients : Corporate Clients /SMEs
Requirements : (please see below)
Schedule of Availability of Service : Monday to Friday, 8:30 am to 5:00 pm
Maximum Duration of Process : One (1) hour

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Go to Help Desk, Ground floor Brief client on the follow- DBP Rep- 15 minutes None None
ing: existing bank rules, resentative
regulations and require- (Help Desk)
ments

2 Accomplish the Loan Inquiry Provide and instruct the DBP Represen- 20 minutes None Loan Inquiry
Sheet indicating the following client to accomplish the tative (Help Sheets
information: Loan Inquiry Sheets Desk)

a. Name of Company
b. Nature of Business (Single
Proprietorship, Partnership
or Corporation)
c. Company Asset Size
d. Amount of Loan
Requirement
e. Purpose of Loan

DBP CITIZEN’S CHARTER 21

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

3 Submit filled-out Loan Inquiry Review the completeness DBP Rep- 10 minutes None None
Sheet of Loan Inquiry Sheet sub- resentative
mitted by the client. (Help Desk)

4 Submit filled-out Loan Inquiry Provide instruction as DBP Rep- 5 minutes None None
Sheet to which Bank Unit to resentative
go on the basis of the (Help Desk)
information submitted/
contained in the Loan
Inquiry Sheet.

DBP CITIZEN’S CHARTER 22

Name of Agency : Development Bank of the Philippines
Frontline Service : Loan Counseling
Clients : Corporate Clients
Requirements : (please see below)
Schedule of Availability of Service: Monday to Friday, 8:30 am to 5:00 pm
Maximum Duration of Process : Two (2) days

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Proceed to Marketing (HO) Conduct initial interview Designated 1-2 hours None ATM Customer
Sector at the 2nd floor and discuss the loan re- Officer of the Complaints Forms
quirements Day (OD) (ACCF)

2 Obtain Customer Information Provide loan applicant Designated 30 minutes None CIF/ Checklist of
Form (CIF), and checklist of with the Customer Infor- Officer of the Requirements
minimum loan requirements, mation Form (CIF) and Day (OD)
which include the following: checklist of minimum
requirements
a.Project Description
b. Brief write-
up .2 (Company History,
Management and
Organizational, etc.)
c. Audited Financial Statements
for the last three (3) years

DBP CITIZEN’S CHARTER 23

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

d. Projections over the life

of the loan (Balance Sheet,
Income Statement, Cash
Flow)
e.Proposed collaterals to be
mortgaged with DBP. In
case of real estate mortgage,
submit photocopies of TCT/s,
tax declaration, real estate
tax receipts, etc.)
f. Board Resolution authorizing
the loan application,
mortgage of assets and
authorized signatory/ies
g.Security and Exchange
Commission (SEC)
Registration
h. Certified copies of Articles
of Incorporation and By-
Laws, if applicable
i. Board of Investments (BOI)
Registration, if applicable

3 Client to take note of the AO to advise the AO 1 Hour None None

briefing of the AO on the proper client that preliminary
accomplishment of CIF and evaluation/due diligence
the submission of minimum shall be conducted upon
requirements submission of complete
requirements

DBP CITIZEN’S CHARTER 24

Name of Agency: Development Bank of the Philippines
Frontline Service: Issuance of EC Card (Walk-In Clients)
Clients:
• Pre-departing Overseas Filipino Workers(OFWs)
• OFWs already abroad
• OFW beneficiaries of legal age, able to read and write, and not suffering from any legal disability
Requirements:
• Employment contract or overseas Employment Certificate issued by POEA/OWWA
• Photocopy of one valid ID
• One piece recent 1x1 ID Picture
• For beneficiaries, proof of remittance should be presented
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm without noon break
Maximum Duration of Process: 30 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Go to Remittance Center, 2/F Interview and brief client DBPRC Mar- 10 minutes None
DBP Bldg. with the existing Bank keting Staff
rules, regulations and
requirements

2 Present/ submit requirements. Check validity of present- DBPRC Mar- 3 minutes None EC Card Customer
Valid IDs include the following: ed documents. If in order, keting Staff Record Form
• Passport give client the Application (MRM#002007)
• Driver’s License Form else, inform client to
• Professional Regulation complete requirements
Commission (PRC) ID
• NBI Clearance
• Police Clearance

DBP CITIZEN’S CHARTER 25

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

• Postal ID
• Voter’s ID
• GSIS e-Card
• SSS Card
• Senior Citizen Card
• OWWA ID
• OFW ID
• Seaman’s Book
• Alien Certification of
Registration I-Card
• Government Office and
GOCC ID (e.g. AFP ID,
HDMF ID)
• Certification from the
National Council for the
Welfare of Disabled
Persons
• DSWD Certification
• Integrated Bar of the
Philippines ID
• Company IDs issued by
Private Entities registered
with or supervised or
regulated by the BSP, SEC or
IC
• Students who are not yet of
voting age may be allowed to
present the original and
submit a clear copy of one
(1) valid, photo-bearing
school ID duly signed by the
principal or head of the
school.

DBP CITIZEN’S CHARTER 26

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

3 Fill out EC Card Customer Re- Prepare EC Card and DBPRC Mar- 10 minutes
cord Form, attach ID picture and corresponding PIN form keting Staff
photocopy of valid ID

4 Submit duly accomplished Cus- Verify completeness of DBPRC Mar- 5 minutes

tomer Record Form information keting Staff
If properly accomplished,
authenticate signature

5 Signs the receiving copy for the Issue EC Card together DBPRC Mar- 2 minutes
EC Card and the PIN Form with the PIN Form keting Staff

DBP CITIZEN’S CHARTER 27

Name of Agency: Development Bank of the Philippines
Frontline Service: Trust Products and Services-Client Inquiry
Clients: Individual /Legal Entity
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm
Maximum Duration of Process: 27 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Proceed to the Marketing Officer Brief client on the Marketing 20 minutes None Marketing
for briefing on the different following: nature of Officer materials/
kinds of Trust products and ser- the various types of brochures
vices at Trust Services, 3rd Floor. Trust products and
services, existing Bank
rules, regulations, and
requirements.

2 If interested and agreeable to the Check the validity, Marketing Of- 5 minutes None Checklist of
terms and conditions discussed accuracy and completeness ficer Requirements for:
by the Marketing Officer, prepare of submitted documents. Individual
the required documents for the If acceptable, instruct the Joint
intended Trust products/services client to fill out the forms. Corporate
to be opened as enumerated in If not, advise client to
the Checklist of Requirements. complete the documentary
requirements.

3 If not interested, leave contact File the contact details Marketing 5 minutes None
details for future business deals. for future reference. Officer

DBP CITIZEN’S CHARTER 28

Name of Agency: Development Bank of the Philippines
Frontline Service: Trust Products and Services- Account Opening/Placement
Clients: Individual /Legal Entity
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm
Maximum Duration of Process: 90 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Proceed to the Marketing Officer Conduct “Know-Your- Marketing 20 minutes None Checklist of Re-
for interview and briefing on Client” procedures and Officer quirements
the nature of Trust products and interview based on Client
services. Suitability Assessment
and provide client with a
Checklist of Requirements
for the intended product to
be opened.

2 Submit the requirements as Check completeness of Marketing Of- 15 minutes None Documents re-
enumerated in the Checklist of submitted documents to ficer quired under the
Requirements to the Marketing ensure compliance with checklist
Officer. AMLA requirements.

3 Accomplish the basic documents Countercheck data Marketing 20 minutes None Duly accomplished
required in opening a Trust indicated in the basic Officer/ customer record,
account (customer record, documents against Risk Mgt., signature card,
signature card, risk disclosure documents submitted Compliance risk disclosure
statement, & client suitability to ensure accuracy & Review statement,
assessment) with the assistance and completeness of (RMCR)/Head,
of Marketing Officer. submitted documents, Marketing Unit

DBP CITIZEN’S CHARTER 29

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

4 and forward to the Head, & client suitability

Marketing Unit for assessment, review
approval. sheet

Evaluate the risk Trust Officer

disclosure statement
and client suitability
assessment, and prepare
Trust agreement for
signature of the client and
Trust Officer.

Initiate client record

opening in the Trust
Integrated System to
create Trust account
number.

Prepare “Request for OR

Issuance” and direct client
to forward the amount of
placement to SAMS.

5 Get the “Request for OR Upon receipt of cash/ Marketing 3 minutes None Request for OR
Issuance” issued by the check for placement/ Officer/ Issuance/
Marketing Officer and proceed to payment, countercheck OR
Securities, Administrative and amount against “Request
for OR Issuance”.

DBP CITIZEN’S CHARTER 30

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

Management Services (SAMS) Encode pertinent data TS Teller

for payment/ in OR thru the Trust
issuance of OR. Payment Module.

5 Secure the OR from TS Teller and Prepare Trust agreement Marketing 20 minutes None OR
submit to Marketing Officer for for signing and Officer/
notation. notarization by the client, Trust Lawyer/
Trust Lawyer and Trust Trust Officer
Officer.

6 Sign the Trust agreement Sign as witness to the Marketing 10 minutes None Trust agreement
evidencing concurrence with the Trust agreement if the Officer
terms and conditions pertaining client has no witness
to the placement. available.

Sign as witness to the Head,

Trust agreement for the Marketing
Trust Officer portion. Officer

Notarize/affix signature Trust Lawyer/

on Trust Agreement by Trust Officer
the Trust Lawyer and
Trust Officer.

7 Receive the duly notarized Trust Create client carpeta to Marketing Of- 2 minutes None Trust agreement/
agreement and original copy of contain all documents ficer Client Carpeta
the OR covering the amount of pertaining to the account
placement. opened.

DBP CITIZEN’S CHARTER 31

Name of Agency: Development Bank of the Philippines
Frontline Service: Trust Products and Services- Redemption/Termination/Withdrawal of Fund Placement
Clients: Individual /Legal Entity
Requirements: Anti Money Laundering Act (AMLA)
Schedule of Availability of Service: Monday to Friday, 8:00 am to 4:30 pm
Maximum Duration of Process: 37 minutes

How to Avail of the Service:

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used

Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

1 Fill out instruction slip or Marketing 5 minutes None Duly signed

prepare and submit a written Officer Instruction Slip
instruction/request for either re- Written
demption or termination of fund instruction/
placement. request

2 Attach the following documents Verify completeness of Marketing 10 minutes None Confirmation of
to the instruction slip or written documents/endorsements, Officer/ Participation/
instruction/request: check and validate Head, Instruction slip
accuracy of amount to Marketing
UITF- Confirmation of be disbursed and secure Unit
Participation (COP) approval of the Head,
IMA- Duly signed Instruction Marketing Unit. Marketing 5 minutes
Slip officer

DBP CITIZEN’S CHARTER 32

Step Action/s to be Taken Office/Person Duration of Fees Form/s Used
Responsible Activity (with
Complete
Applicant/Client Frontline Service Unit
Requirements)

TOFA Others- Instruction Process the withdrawal/

duly signed by the redemption/termination
authorized signatory/ies and to Account Servicing for
supporting documents per implementation certifying
Trust agreement that all requirements
have been complied with
including the preparation
of instruction slip.

Perform signature Account

verification. Servicing

Prepare check based on Securities,

source document. Administrative
&
Management
Services
(SAMS)

3 Receive check from the TS Teller. Require the client to SAMS 2 minutes None Check Issued/
acknowledge receipt Check Register
of check in the Check
Register maintained by
SAMS.

DBP CITIZEN’S CHARTER 33

 DBP
CITIZEN’S
Produced by the
Development Bank of the Philippines
November 2010

DBP CITIZEN’S CHARTER