1

2024 (1ST EDITION)

QUEZON CITY POLICE DISTRICT

PASONG PUTIK PROPER POLICE
STATION 16

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 CITIZEN’S CHARTER
2024 (1ST EDITION)

I. Mandate:
Republic Act 6975 entitles "An Act Establishing the Philippine National Police
under a reorganized Department of the Interior and Local Government and Other
Purposes" as amended by RA 8551 "Philippine National Police Reform and
Reorganization Act of 1998" and further amended by RA 9708.
II. Vision:
Imploring the aid of the Almighty, by 2030, We shall be a highly capable, effective
and credible police service working in partnership with a responsive community
towards the attainment of a safer place to live, work and do business.

III. Mission:
The PNP shall enforce the law, prevent and control crimes, maintain peace and
order, and ensure public safety and internal security with the active support of the
community.
IV. Service Pledge:
Anchored on the provisions set forth by the Philippine Constitution through the
enactment of Republic Act No. 6975, we, the personnel of the Philippine National
Police oath to embody our philosophy of “Service, Honor and Justice” in every
public safety initiative we deemed important to address the diverse concerns of
the Filipino people. As a low enforcement agency, we shall indulge ourselves to
promote and reflect our core values whilst upholding the vision and mission of the
police organization.

Likewise, we adhere to Republic Act No. 11032 entitled “Ease of Doing Business
and Efficient Government Service Delivery Act of 2018” by implementing
directives to foster apt, convenient, innovative, and client-friendly process flow of

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 various frontline services offered by the agency within the specified processing
time. In doing so, we guarantee paperless transactions and accessible payment
methods to augment customer satisfaction and received feedbacks to further
enhance our delivery of services.

Thereafter, we shall realize our end goal of empowering police-community

partnership that is responsive and resilient towards the point pursuit of attaining a
safer Quezon City, Philippines to live, work and do business.

LIST OF SERVICES

Pasong Putik Proper Police Station 16

External Frontline Services

1. Investigation And Detective Management Section

a. Walk-In Complaint Management Process Page 6
b. Requirements for Lifting of Fingerprint of Civilian Page 9
Applying for Overseas Employment
c. Application for Local and National Police Clearance Page 10

2. Women and Children Protection Desk

Walk-In Complaint Management Process
a. For Inquest Filing Page 13
b. For Regular Filing Page 15
c. Involves A Minor CICL (Below 18 years old) Page 17

3. Human Rights Affairs Office

Walk-In Complaint Management Process
b. For Inquest Filing Page 21
c. For Regular Filing Page 24

4. Warrant Section and Subpoena Unit

Issuance of Requirements for Bail Page 27

5. Intelligence Section
Request for Threat Assessment Page 29
6. Drug Enforcement Unit

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 Walk-In Complaint Management Process Page 31

9. Station Tactical Operation Center

Request for Police Assistance Page 33

7. Custodial Facility Unit

a. Requirements in Securing Certificate of Detention Page 37
b. Requirements for the Release of Person under Page 38
PNP Custody (PUPC)
c. Requirements for Visitation of Person under Page 39
PNP Custody (PUPC)

8. Community Affairs Section

a. Receive of Info Text Page 41
b. P.R.O.T.E.C.T. Page 42

9. Pre-Charge Unit
Receive Complaint against PNP Personnel Page 43

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Investigation and Detective Management Section
Walk-In Complaint Management Process

Schedule of Availability:
 Monday to Sunday
 24 hours (8:00 AM – 8:00 AM)

Office or Division: Investigation and Detective Management Section

Classification: Complex; Highly Technical
Type of G2C; G2B; G2G
Transaction:
Who may avail:  The offended party
 Any peace officer
 Public officer charged with the enforcement of the law
violated
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Affidavit of Complaint Investigation and Detective Management
 Incident Record Form (IRF) Section
 Valid ID
 Other required documents
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSI
ACTIONS TIME
PAID BLE
1. Complainant files Duty Officer
a complaint receives
complaint and None 3 mins. Desk Officer
fill-out Incident
Record Form
(IRF) properly
2. Desk Officer will Case is
refer the referred to IOC
complainant to for appropriate None 3 mins. Investigator

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 the Investigation investigation
Section
3. Complainant will Investigator will
answer the proceed to
question of the investigation
investigator proper and
IRF will be None 30 mins. Investigator
signed by the
complainant
and
investigator
Investigator/
Crime Registrar None 3 mins. Investigator/
inputs crime Crime
data to CIRAS Registrar

Crime Data is
stored in
CIRAS IRF None 2 mins. Crime
and can be Registrar
printed
Desk Officer
enters the None 5 mins. Desk Officer
crime data to
police blotter
4. Complainant The
together with Investigator
Investigator and
proceed to Complainant None 20 mins. Investigator/
Prosecutor for consolidate all Complainant
referral. necessary
(Inquest/Regular documents
Filing) and refer them
to the
Prosecutor

End of Transaction Duration: 1 hour and 6 mins

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form
How to send feedback? and drop it at the IDMS Office.
2. Email: [email protected]
Every day, the designated PNCO
checks the survey box and email, then
records and sorts all feedback

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How feedbacks are processed submitted.

If the Feedback requires a response, a

3-day period will be provided.

The answer is then relayed to the

concerned client.
Complaints can be done thru PS16
How to file complaints? hotline numbers 0963-323-9364
Complaints are handled by specific
How complaints are processed? office for proper investigation

Contact Information of Investigation and Email: [email protected]

Detective Management Section

Requirements for Lifting of Fingerprint of Civilian applying for Overseas

Employment
For purposes of employment abroad
Schedule of Availability:
 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Investigation and Detective Management Section

Classification: Simple
Type of G2C
Transaction:
Who may avail: Civilian
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Identification Card Issuing Agency
 Fingerprint Card for travel Issuing Country
abroad
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSIB
ACTIONS TIME
PAID LE
 Fingerprint
Technician/
1. Present your Aide shall
Identification Card check and Fingerprint
(ID) and verify the None 3 mins. Technician
Fingerprint Form authenticity
Card. of the said
ID and

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 Form.

 After
verification,
the Fingerprint
fingerprint None 5 mins. Technician
technician k
will proceed
to obtain the
client's
fingerprint.

 Then,
Fingerprint
authorized
Technician/A
PNP will None 2 mins. uthorized
sign and the
PNP
fingerprint
Personnel
card will be
issued.
End of Transaction Duration: 10 mins.

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form and
How to send feedback? drop it at the SIDMS Office.
2. Email: [email protected]
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

The answer is then relayed to the

concerned client.
Complaints can be done thru PS16 hotline
How to file complaints? numbers 0963-323-9364 (SMART)
Complaints are handled by specific office
How complaints are processed? for proper investigation
Contact Information of Investigation Email: [email protected]
and Detective Management Section

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Application for Local and National Police Clearance

Issuance of National Police Clearance to all concerned citizens.

Schedule of Availability:
 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Investigation and Detective Management Section

Classification: Simple
Type of Transaction: G2C; G2G
Who may avail: Any Individual may apply for Police Clearance
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Valid ID
 Proof of Payment
 Reference Number
PERSON
AGENCY FEES TO PROCESSING
CLIENT STEPS RESPONS
ACTIONS BE PAID TIME
IBLE
1. Register online  Provide
assistanc
Visit e and
https://pnpclearance.p support to
h Requestin
g Party None 3 mins Applicant
a. Register (new (RP)
applicant)

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 b. Log in (existing
applicant)
c. Fill out information
d. Set Appointment
2. Settle Payment

a. Proceed to
Selected Payment
Channel 180 3 mins Applicant
b. Process Payment
c. Secure a copy of
Payment
Confirmation Slip
and Electronic OR

3. Proceed to NPCS Processor will

your check the data of the
selected applicant and Capture
Police Biometrics (Photo
Station fingerprint and NPCS
signature) None 3 mins Processor
a. Present
your
Referenc
e
Number,
Proof of
payment
and 2
valid IDs

NCPS verifies the NPCS

clearance None 2 mins Verifier
(Hit-Yes/No)
Clearance with NO Hit None 1 min NPCS
will be released Verifier
immediately
4. Applicant Clearance with Hit will
with HIT be verified in Crime
shall Related Database of
present the PNP.
necessary A. CIRAS NPCS

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 document B. E-Warrant None 2 mins Verifier
s for the C. CIDMS
case. D. E-Rouge
(Order,
Decision,
Resolution
, Affidavit
of
Desistanc
e)
After Verification NPCS
Clearance will be None 1 min Processor
released (Solved,
Cleared, Dismissed)
End of
Transaction Duration: 15mins.

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form
How to send feedback? and drop it at the IDMS Office.
2. Email: [email protected]
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

The answer is then relayed to the

concerned client.
Complaints can be done thru PS16
How to file complaints? hotline numbers 0963-323-9364
(SMART)
Complaints are handled by specific office
How complaints are processed? for proper investigation

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Contact Information of Investigation Email: [email protected]
and Detective Management Section

Women and Children Protection Desk

Walk-In Complaint Management Process

Schedule of Availability:
 Monday to Sunday
 24 hours (8:00 AM – 8:00 AM)

Office or Division: Women and Children Protection Desk

Classification: Complex; Highly Technical
Type of G2C; G2G
Transaction:
Who may avail:  The offended party
 Any peace officer
 Public officer charged with the enforcement of the law
violated
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Complaint Affidavit Women and Children Protection Desk
 Other required documents
 Valid ID
FEES PERSON
AGENCY PROCESSIN
CLIENT STEPS TO BE RESPONSIB
ACTIONS G TIME
PAID LE
I. INQUEST  Duty
PROCESS: Investigator

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 receives
1. Complainant files referral from
a complaint Sub-stations,
(arrested
suspect and
complainant)

 Duty None 15 mins WCPD

Investigator Investigator
assess the
incident and
assist the
complainant
to fill-out IRF
properly

 Spot Report
will be sent
to COP
Office and
STOC Office

2. Complainant  Investigator will

will answer proceed to
the question investigation
of the proper
investigator
and submit  IRF will be
pieces of signed by the WCPD
evidence complainant None 50 mins Investigator
and investigator

 Duty
investigator
prepares the
affidavit and
other
documents for
turn over to
prosecutor
 Duty
Investigator/ Investigator/
Crime Registrar None 5 mins Crime
inputs crime Registrar
data to CIRAS
 Crime Data is
stored in None 2 mins Crime

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 CIRAS IRF and Registrar
can be printed
 Duty
Investigator
enters the None 5 mins Investigator
crime data to
blotter
3. Complainant  The
together Investigator
with and Investigator/
Investigator Complainant None 25 mins Complainant
proceed to consolidate all
Prosecutor necessary
for referral. documents and
(Inquest/ refer them to
Regular the Prosecutor
Filing)

End of Duration: 1 hour and 42 mins.

Transaction

FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSI
ACTIONS TIME
PAID BLE
II.REGULAR  Duty
FILING Investigator
PROCESS: receives Walk-In
Complainant
1. Complainant
WCPD
files a  Duty Investigator None 5 mins.
Investigator
complaint assess the
incident and
assist the
complainant to
fill-out IRF
properly
2. Complainant  Investigator
will answer proceed to
the question investigation
of the Proper
investigator
and submit  IRF will be
evidence signed by the
complainant and WCPD
investigator None 15 mins. Investigator

 Duty investigator

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 prepare the
affidavit and
other documents
for turn over to
prosecutor
 Duty
Investigator/ Investigator/
Crime Registrar None 5 mins. Crime
inputs crime Registrar
data to CIRAS
 Crime Data is
stored in CIRAS None 2 mins. Crime
IRF and can be Registrar
printed
 Duty
Investigator None 5 mins. Investigator
enters the crime
data to blotter

3. Complainant  The
proceed to Investigator
Prosecutor and
for (Regular Complainant Investigator/
Filing) consolidate None 15 mins Complainant
all necessary
documents
and refer
them to the
Prosecutor

End of Duration: 47 mins.

Transaction

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 FEES PERSON
PROCESSING
CLIENT STEPS AGENCY ACTIONS TO BE RESPONSI
TIME
PAID BLE
III. INVOLVES  Duty Investigator
A MINOR receives Walk-In
(CICL) Complainant
SUSPECT
(Below 18  Duty Investigator WCPD
years old): assess the None 5 mins.
Investigator
incident and
1. Complainant assist the
files a complainant to
complaint fill-out IRF
properly

IF FOR INQUEST:
 Spot Report will WCPD
be sent to COP None 5 mins. Investigator
and STOC

2. Complainant  Investigator
will answer proceed to
the question investigation
of the Proper
investigator
and submit  IRF will be
pieces of signed by the WCPD
evidence complainant and None 20 mins. Investigator
investigator

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  Duty investigator
prepare the
affidavit and
other documents
for turn over to
prosecutor

3. Complainant  The Investigator

proceed to and Complainant
Prosecutor consolidate all WCPD
for necessary None 15 mins. Investigator
(Inquest/Reg documents and
ular Filing) refer them to the
Prosecutor

Minor suspect is a
(Female & Male)

 Turn over the WCPD

minor to DSWD None 15 mins Investigator
for the
determination of
Discernment.

End of
Transaction Duration: 1 hour

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form and
How to send feedback? drop it at the WCPD Office.
2. Email: [email protected]
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

The answer is then relayed to the

concerned client.
Complaints can be done thru PS16 hotline
How to file complaints? numbers 0963-323-9364 (SMART)
How complaints are processed? Complaints are handled by this office for
proper investigation

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Contact Information of Women and Email: [email protected]
Children Protection Desk

Human Rights Affairs Office

Walk-In Complaint Management Process

Schedule of Availability:

 Monday to Sunday
 8:00 AM to 5:00 PM

Office or Division: Human Rights Affairs Office

Classification: Complex
Type of G2C
Transaction:
Who may avail: Complainant
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Complaints Human Rights Affairs Office
 Submission of the required
documents
 Valid ID
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSI
ACTIONS TIME
PAID BLE
I. FOR THE  Duty
INQUEST Human
PROCESS: Rights Desk
Officer
1. Complainant files assess the
a complaint complaint

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  After initial
assessment
, the Human
Rights Desk
Officer will Investigator-
endorse the None 15 mins
complaint to on-case
the Duty
Investigator/
Pre-Charge
Section (for
PNP
Personnel
violator) to
verify the
incident and
assist the
complainant
to fill-out
IRF properly

 Then, a
Spot Report
will be sent
to COP and
STOC
Office
1. Complainant will  Investigator
answer the will proceed
question of the to
investigator and investigatio
submit pieces of n Proper
evidences
 IRF will be
signed by
the
complainant WCPD
and
investigator None 30 mins Investigator

 Duty
investigator
prepare the
affidavit and
all other
necessary
documents
for turn over
to

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 prosecutor
 Duty
Investigator/
Crime
Registrar
inputs crime
data to Investigator/
CIRAS None 5 mins Crime
Registrar
 Crime Data
is stored in
CIRAS IRF
and can be
printed

 Duty
Investigator
enters the None 5 mins Investigator
crime data
to blotter

2. Complainant  Investigator
together with and
Investigator Complainan
proceed to t Investigator/
Prosecutor for consolidate None 15 mins Complainan
referral. necessary t
(Inquest/Regular documents
Filing) and refer
them to the
Prosecutor

End of Transaction Duration: 1 hour and 10 mins

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 FEES PERSON
CLIENT PROCESSING
AGENCY ACTIONS TO BE RESPONSI
STEPS TIME
PAID BLE
II. REGULAR  Human Rights
FILING Desk Officer
PROCESS: assess the
complaint
1. Complainan
t files a  After initial
complaint assessment,
complaint will be Pre-Charge
endorsed to Duty Investigator/D
Investigator/Pre- None 15 mins
uty
Charge Unit Investigator
 Duty Investigator
verify the incident
and assist the
complainant to fill-
out IRF properly
2. Complainan  Investigator
t will answer proceed to
the question Investigation
of the Proper
investigator
and submit  IRF will be signed
evidences by the
complainant and Pre-Charge
investigator None 20 mins Investigator/D
uty

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 Investigator
 Pre-Charge
Investigator/Duty
Investigator
prepare the
affidavit and other
documents for
turn over to
prosecutor

 Duty
Investigator/
Crime
Registrar
inputs crime
data to CIRAS None 5 mins Crime Registrar

 Crime Data is
stored in
CIRAS IRF
and can be
printed
 Duty
Investigator Pre-charge
enters the None 5 mins Investigator/Duty
crime data to Investigator
blotter
3. Complainan  Investigator
t proceed to and
Prosecutor Complainant Pre-charge
for (Regular consolidate None 15 mins Investigator/Duty
Filing) all necessary Investigator
documents
and refer
them to
Prosecutor

End of Duration: 1 hour

Transaction

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 FEEDBACK AND COMPLAINTS MECHANISM
1. Answer the Client Feedback Form and
How to send feedback? drop it at the Custodial Facility Unit.
2. Email:
Every day, the designated PNCO checks the
survey box and email, then records and
sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-day
period will be provided.

The answer is then relayed to the concerned

client.
Complaints can be done thru PS16 hotline
How to file complaints? numbers
- 0963-323-9364(smart)
Complaints are handled by this office for
How complaints are processed? proper investigation

Contact Information of Human Email: [email protected]

Rights Affairs Office

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Warrant and Subpoena Unit
Issuance of Requirements for Bail
For persons arrested by virtue of Warrant of Arrest, this office issues requirements
for Posting of cash, surety and property bonds pursuant to Section 2, Rule 114 of
the Revised Rules of Criminal Procedure and OCA Circular No. 204-2022.

Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Warrant and Subpoena Unit, IDMS

Classification: Complex
Type of G2C; G2G
Transaction:
Who may avail:  Relatives of arrested person
 Authorized Bondsman
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Certificate of Residency  Barangay
 Home Sketch  Requesting Party
 Released Order and Information  Quezon City Hall of Justice
 (Court/Prosecutor office)
 Police Clearance  Criminal Record Unit (CRU)
 MTC Clearance  Quezon City Hall
 Prosecutor Clearance  Quezon City Hall of Justice
 RTC OCC (Certification of Non-  Quezon City Hall of Justice (Issuing
Pending Case) Court)
 Valid ID
CLIENT STEPS AGENCY FEES TO PROCESSIN PERSON

25
 RESPONSIB
ACTIONS BE PAID G TIME
LE
1. Submit all  Duty Admin
required Officer will
documents evaluate the
completenes
s and Duty Admin
authenticity None 1 hour Officer
of
documents
submitted

 Issues
documents

- PNP Arrest
and
Booking
Sheet

- Mugshot

- Copy of
Warrant of
Arrest

- Undertaking
End of Duration: 1 hour
Transaction

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form and
How to send feedback? drop it at the WSU office.
2. Email: [email protected]
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

The answer is then relayed to the

concerned client.
Complaints can be done thru PS16 hotline
How to file complaints? numbers 0963-323-9364(smart)

Complaints are handled by this office for

How complaints are processed? proper investigation

26
Contact Information of Warrant and Email: [email protected]
Subpoena Unit

Station Intelligence Section

Request for Threat Assessment

SIS is responsible for the conduct of Threat assessment to individuals as a

requirement for the issuance of Permit to Carry Firearms Outside Residence.
Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Station Intelligence Section

Classification: Highly Technical
Type of G2C
Transaction:
Who may avail: Any licensed citizen whose life is under actual threat or in
imminent danger
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Letter request addressed to the  Requesting party
COP
 Proof of Threat (Blotter/Affidavit of  PNP/Requesting party
Undertaking)
 Personal History  PNP
Statement/Resume
 Photocopy of PTCFOR  FEO
 Photocopy of LTOPF
 NBI Clearance  NBI
 Appointment Order (KSS) (1  Human Resource/Personnel
certified true copy) for Government Department/Office of the

27
 Employees government employee
 Office/Government Issued ID  Human Resource/Personnel
Department/Office of the
government employee
FEES PERSON
AGENCY PROCESSIN
CLIENT STEPS TO BE RESPONS
ACTIONS G TIME
PAID IBLE
1. Submit letter  SIS personnel
request will send the None 1 day SIS
addressed to letter request personnel
COP to the OCOP
2. Submit  Check if the
requirements to submitted None None
CI
SIS Office requirements
are complete
3. Wait for the result  Verify and
of the application check the None 6 days
authenticity
and validity of
the documents
 After all the
assessment,
CI will approve
CI
and sign the
document

 SIS personnel
will contact the
Requesting
party for the
release of
document
4. Proceed to SIS
office and get the
documents
End of Duration: 1 week
Transaction

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form and
How to send feedback? drop it at the SIS office.
2. Email:
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

28
 The answer is then relayed to the
concerned client.
Complaints can be done thru PS16
How to file complaints? hotline numbers 0963-323-9364(smart)

Complaints are handled by this office for

How complaints are processed? proper investigation

Contact Information of Station Email: [email protected]

Intelligence Section

Station Drug Enforcement Unit

Walk-In Complaint Management Process

Republic Act No. 9165 - An Act Instituting The Comprehensive Dangerous Drugs Act
Of 2002, Repealing Republic Act No. 6425, Otherwise Known as The Dangerous
Drugs Act Of 1972, As Amended, Providing Funds Therefor, And for Other Purpose.

Schedule of Availability:

 Monday to Sunday
 24 hours (8:00 AM to 8:00 AM)

Office or Division: Station Drug Enforcement Unit

Classification: Highly Technical
Type of G2C; G2B; G2G
Transaction:
Who may avail: BIN, Walk-In complainant, Concerned Citizen, Info text and
other relatives in connection to Anti-Illegal Drug activity
PRE- REQUISITE TO CONDUCT WHERE TO SECURE
ANTI-ILLEGAL DRUG OPERATION
 PDEA Coordination Form  COP
 Pre-Operation Clearance
 Pre-Operation Report
 Certificate of Coordination from  PDEA Office
PDEA
CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSI

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 PAID BLE
1. Individuals with  Will validate
knowledge of the report thru Concerned
illegal drug inter-agency None 2 days citizen/
activity can take coordination SDEU
the following operatives
actions:  If the
validation
 Proceed at yielded
SDEU office positive, a None 1 day SDEU
 Submit joint illegal operatives
information drug
thru text or operation will
email be conducted
 For filing of
case, the
following
steps will be
undertaken:
Forensic
- Drug test None 1 day Laboratory
(arrested
person)
- Drug
Analysis
(Item
confiscate)
 Prepare all
necessary
documents None 2 days SDEU
for filing at personnel
- PAO
- Fiscal

End of Duration: 6 days

Transaction

FEEDBACK AND COMPLAINTS MECHANISM

1. Answer the Client Feedback Form and
How to send feedback? drop it at the SIS office.
2. Email: [email protected]
Every day, the designated PNCO checks
the survey box and email, then records
and sorts all feedback submitted.
How feedbacks are processed
If the Feedback requires a response, a 3-
day period will be provided.

30
 The answer is then relayed to the
concerned client.
Complaints can be done thru PS16
How to file complaints? hotline numbers
- 0963-323-9364(smart)
Complaints are handled by this office for
How complaints are processed? proper investigation

Contact Information of Station Drug Email: [email protected]

Enforcement Unit

Station Tactical Operations Center

Receives Call for Police Assistance
For those clientele who were seeking and ask for police assistance, our office
provides Assistance they want to such as; Police Assistance, to settle family matters,
thru medical runs; by coordination with concerned Sub-Stations, Units, and to Makati
Command Center and Control (C3) as well.

Schedule of Availability:

 Monday to Sunday
 24 hours (8:00 AM to 8:00 AM)

Office or Division: Station Tactical Operations Center

Classification: Simple
Type of G2C; G2B; G2G
Transaction:
Who may avail: Anyone who needs police assistance
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Name of the Reportee  Station Operation Center
 Complete and Exact Location of
the Police Assistance
 Nature of Police Assistance
Requested
CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSI

31
 PAID BLE
1. Call the Hotline  Once the
provided for any Duty
Police Assistance personnel
receive a
call, they'll
pass along
the details
to the
concerned
office or
sub-station Duty STOC
so that None 5 mins Personnel
appropriate
police
action can
be taken
 After
contacting
the
concerned
office, Duty
STOC will
provide
feedback or
follow-up to
the caller,
ensuring
that they
are
informed
about the
actions
taken or any
further
steps
needed
End of Transaction Duration: 5 mins

FEEDBACK AND COMPLAINTS MECHANISM

Call the PS16 Hotline numbers
How to send feedback? - 0963-323-9364(smart)

If the Feedback requires a response they

How feedbacks are processed are forwarded to the concerned office

Complaints can be done thru PS16

How to file complaints? hotline numbers

32
 - 0963-323-9364(smart)

How complaints are processed? Complaints are handled by this office for
proper investigation

Contact Information of Station Tactical Email:

Operations Center [email protected]

Custodial Facility Unit

Requirements in securing Certificate of Detention
For purposes of processing the required bail of the accused as requirement for
his/her released.
Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Custodial Facility Unit, IDMS

Division:
Classification: Simple
Type of G2C; G2B; G2G
Transaction:
Who may avail: Accused, Family or Relatives and/or any authorized
representative
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Mugshot  Custodial Facility Unit Office
 Affidavit of Undertaking  PAO Office Quezon City Hall
 Barangay Clearance  Brgy. where the accused resides
 Information  Court who has jurisdiction over the
 MTC Clearance case
 RTC Clearance

33
  Resolution  Prosecutor’s office
 Authorization Letter Duly  Accused
signed by the Accused
PERSON
AGENCY FEES TO PROCESSIN
CLIENT STEPS RESPONSIB
ACTIONS BE PAID G TIME
LE
 Duty
personnel
shall check
and verify the
authenticity of
1. Submission of
the submitted
the required
documents Duty Admin
documents for None 10 mins.
and prepare Personnel
verification and
the Certificate
inspection.
of detention
prior
notation/signat
ure of OIC,
CFU

34
  Certificate of
Detention,
Mugshot and
Affidavit of
Undertaking
shall be Duty Custodial
forwarded to None 15 mins. Officer and
the Duty Fingerprint Aide
Custodial
Officer or Duty
Fingerprint
Aide for
signature and
palm print of
the accused
2. Issuance of  Authorized
Certificate person only
of shall receive
Detention, the Certificate Duty Admin
Booking of Detention None 10 mins. Personnel,
Sheet and and other Duty Custodial
Affidavit of pertaining Officer
Undertakin documents.
g

End of Duration: 35 mins.

Transaction

35
Requirements for the Release of Person under PNP Custody (PUPC)
For purposes of releasing PUPCs after posting the required bail for his/her case.
Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Custodial Facility Unit, IDMS

Classification: Simple
Type of Transaction: G2C
Who may avail: Accused
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Released Order from  Office of the City Prosecutor
Prosecutor’s Office
 Information  Court who has jurisdiction over
 MTC Clearance the case
 RTC Clearance
 Resolution
 Final Record  Custodial Facility Unit thru email
Checking/verification from Court
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONS
ACTIONS TIME
PAID IBLE
 Duty
Custodial
officers Duty
shall check Custodial
1. Submission of the
and verified Officer
required documents 15mins.
the
for verification. None
authenticity
of the
submitted
documents.

36
2. Receiving of  Relatives or
Release Person immediate
members of
shall only
receive the
living body Duty
of released Custodial
person and Officer
any
None 10 mins
authorized
known
person by
the
accused or
either any
local
government
official.

End of Transaction Duration: 25 mins.

37
Requirements for Visitation of Person under PNP Custody (PUPC)

For purposes of visitation PUPC by her/his immediate family members, relatives,

lawyers, physician/medical practitioner, spiritual adviser, government authorities and
anyone whose request for visit has been granted by the head of office/unit.
Schedule of Availability:

 Tuesday and Thursday - 1:00 PM to 4:00 PM

 Saturday – 10:00 AM to 3:00 PM

Office or Division: Custodial Facility Unit, IDMS

Classification: Simple
Type of Transaction: G2C; G2G
Who may avail: Accused and his/her immediate family members,
relatives, personal lawyer, medical Doctor practitioner,
spiritual adviser, government authorities and anyone
whose request for visit has been granted by the head of
office/unit and foreign diplomats in case of foreign
national.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Identification Card  Custodial Facility Unit
 Visitor’s logbook  Custodial Facility Unit
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSIB
ACTIONS TIME
PAID LE
 Duty
Custodial
officers
shall check Duty
1. Presentation of
and None 5 mins. Custodial
Identification Card
verified the Officer
authenticity
of the said
ID.

38
2. Fill up in the visitor’s  Visitors
logbook shall fill up Duty
the Custodial
required Officer
data at the
lob book None 5 mins
prior
entering
the
visitation
area.

End of Transaction Duration: 10 mins.

FEEDBACK AND COMPLAINTS MECHANISM

Call the PS16 Hotline numbers
How to send feedback? - 0963-323-9364 (Smart)

If the Feedback requires a response they

How feedbacks are processed are forwarded to the concerned office

Complaints can be done thru PS16

How to file complaints? hotline numbers
- 0963-323-9364 (Smart)

How complaints are processed? Complaints are handled by this office for
proper investigation

Contact Information of Station Tactical Email: [email protected]

Operations Center

39
Station Community Affairs Section
INFOTEXT

Citizens complaint thru SMS (8888) or email that need immediate action

Schedule of Availability:

 Monday to Sunday
 24 hours (8:00 AM to 8:00 AM)

Office or Division: Station Community Affairs Section

Classification: Simple
Type of Transaction: G2C; G2B; G2G
Who may avail: All citizens complaint thru text SMS
(8888) or email that need immediate
action
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Citizen’s complaint received  Station Community Affairs
from Web Portal (NCRPO Section
Reports Web Portal)
CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSI
PAID BLE
 Monitor the
1. Complaint thru complaint and
Infotext
text message endorse it to the
None 5 mins. Focal
from Web respective office
Person
Portal for immediate
action/validation.
 Concerned
office
immediately
validates the Concerned
complaint and None 1 day office/sub-
makes a report station
to be submitted
back to the CAS
office

40
  Infotext focal
person will then
review the
Infotext
action taken and
None 10 mins Focal
endorse it to
Person
COP office for
review and
signature
 After being
signed by COP,
COP office/
the report will be
Infotext
returned to the None 1 day
Focal
CAS Office to be
Person
uploaded to the
Web portal.

End of Duration: 2 days and 15 mins.

Transaction

41
P.R.O.T.E.C.T (Patrolling and Response Operations Training to
Empower CVOs and Tanods)
Barangay Captains and other Agency who requests to conduct seminar for Bantay
Bayan, Stakeholders and other force multipliers

Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Station Community Affairs Section

Classification: Simple
Type of Transaction: G2C; G2G
Who may avail: Barangay Captains and other Agency
who requests to conduct seminar for
Bantay Bayan, Stakeholders and other
force multipliers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 A Request Letter to COP to
conduct seminar
 Budgetary requirements for
COP for the conduct of seminar
CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSI
PAID BLE
 Request Letter  To schedule,
address to facilitate and
COP provide lecturer None 10 mins CAS PNCO
regarding the for the seminar
conduct of
seminar  CAS PNCO will
make a request
to COP for
budgetary
requirement

End of Duration: 10 mins.

Transaction

42
 FEEDBACK AND COMPLAINTS MECHANISM
Call the PS16 Hotline numbers
How to send feedback? - 0963-323-9364 (Smart)

If the Feedback requires a response they

How feedbacks are processed are forwarded to the concerned office

Complaints can be done thru PS16

How to file complaints? hotline numbers
- 0963-323-9364 (Smart)

How complaints are processed? Complaints are handled by this office for
proper investigation
Contact Information of Station Tactical Email: [email protected]
Operations Center

43
Pre-Charge Evaluation and Investigation unit
Receive Complaint against PNP Personnel

Citizen’s complaint initiated by a juridical person or his/her duly authorized

representative or guardian on account of an injury, damage or disturbance sustained
as a result of an irregular or illegal act or omission of a PNP member.
Schedule of Availability:

 Monday to Friday
 8:00 AM to 5:00 PM

Office or Division: Pre-Charge Evaluation and Investigation Unit, IDMS

Classification: Complex
Type of G2C; G2B
Transaction:
Who may avail: Complaining Witness/Government agency or office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Complaint Complaining witness
Other Attachments as strong Complaining witness
proof/evidence of complaint
FEES PERSON
AGENCY PROCESSING
CLIENT STEPS TO BE RESPONSI
ACTIONS TIME
PAID BLE
1. Complainant files  Draft and
a complaint issue a
directive
requesting Pre-Charge
an None 1 day Evaluator/
explanation Investigator
from the
concerned
PNP
personnel
(responden
t)
2. Submit Affidavit  Validate
of Complaint, the
Certificate of authenticity Pre-Charge
Non-Forum of the None 3 days Evaluator/
Shopping and evidence Investigator
Submit proof/ submitted
evidence (if any)

44
 to suffice its claim

End of Transaction Duration: 4 days

FEEDBACK AND COMPLAINTS MECHANISM

Call the PS16 Hotline numbers
How to send feedback? - 0963-323-9364 (Smart)

If the Feedback requires a response they are

How feedbacks are processed forwarded to the concerned office

Complaints can be done thru PS16 hotline

How to file complaints? numbers
- 0963-323-9364 (Smart)

How complaints are processed? Complaints are handled by this office for
proper investigation
Contact Information of Station Email:[email protected]
Tactical Operations Center

45