Citizen’s Charter
The Philippine Commission on Women
The Philippine Commission on Women (PCW) is the primary policy-making and coordinating body on women and gender equality concerns. As the oversight body on women’s concerns, PCW acts as a catalyst for gender mainstreaming, an authority on women’s concerns, and a lead advocate on gender equality, women’s empowerment, and women’s human rights.The PCW, formerly known as the National Commission on the Role of Filipino Women (NCRFW), was established on 7 January 1975. It was renamed Philippine Commission on Women and its mandate was expanded through Republic Act 9710, otherwise known as the Magna Carta of Women (MCW), which was signed on August 14, 2009.Vision Statement
To be the premier policy-making and oversight agency successfully influencing development efforts towards gender equality and the empowerment of all women and girls.Mission Statement
Create an enabling environment for government and other stakeholders to be more responsive in achieving gender equality and the empowerment of all women and girls.Core Values
Passion for Excellence, Professionalism, Integrity, Teamwork, AccountabilityFeedback and Redress Mechanisms
For our Clients and Partners:We value your opinion and feedback on the services we provide. Please help us improve our services by giving us your feedback using any of the following means:- By accomplishing the Client Request and Feedback Form (CRFF); and /or
- Sending us an email at records@5ucf.com.
Service Pledge
PCW, a policy-making and coordinating body on gender equality and women’s empowerment, commits to sustain the promotion of women’s socio-cultural, economic, civil, and political rights thru the provision of:• Relevant and responsive policy development, advocacy, monitoring and evaluation; and
• Appropriate and strategic technical assistance.
External Services
PCW is committed to provide the following external services to help the general public, the private sector, and our clients in the national government and local government sectors.I. Provision of GAD Information and Referral Services;
II. Referral to the Service Providers regarding concerns on Women’s Human Rights;
III. Provision of Responsive GAD Technical Assistance;
IV. Review and Endorsement of GAD Plan and Budget (GPB); and
V. Responding to Requests for Technical Inputs on Bills/Policies
Provision of GAD Information and Referral Services
This includes the provision of relevant information on GAD-related concerns, referral to appropriate government agency for concerns that are beyond the mandate of PCW for private institutions and individual. This services also covers the operations of PCW library which includes the IEC/publication distribution services.Office or Division | Corporate Affairs and Information Resource Management Division (CAIRMD) | ||
Classification | Simple Transactions: GAD-related information that is readily available, either as a publication material or as an unpublished but finalized material. Complex Transactions: GAD-related information that is not readily available, requiring the review and approval of appropriate authorities prior to release.Highly Technical Transactions: | Total Processing Time | Simple Transactions: Complex Transactions: Highly Technical Transactions: |
Type of | Government to Citizen, Government to | Fees to be paid | None |
Who may avail | General Public, Private Sectors, Government Instrumentalities (for LibraryServices) | ||
Documentary requirements | Where to secure | ||
For Walk-in Clients: | Security Guard |
Client Steps | Agency Actions | Person in | Processing |
Walk-in Client | |||
1. All client/s pass | 1.1 The Security Guard requests the client/s | Security Guard | 2-5 minutes |
If nature of the request is GAD information or Library and Publications, the Security Guard refers the client to the Information Desk Officer of the Corporate Affairs and Information Resource Management Division. | |||
2. Clients to proceed to | 2.1 Provides the requested information if | Information Desks – CAIRMD | 15-120 minutes |
2.2 Assists the client in finding appropriate | Librarian | ||
3. Accomplishes the | 3.1 The Human Resource Management and | HR | 60 minutes |
3.2 Presents the feedback and evaluation | Chief | 30 minutes | |
Telephone Inquiries | |||
1. Calls the listed PCW | 1.1 Receives phone inquiries related to | Security Guard | 1-2 minutes |
2. Provides the | 2.1 Directly responds to simple inquiries. | Information | 15-30 minutes |
2.2 For complex inquiries needing specific | |||
2.3 For library research or request for PCW | |||
2.4 Records the details of the service | |||
Written Inquiries/Requests | |||
1. Sends letter to PCW (e-mail/ courier/postal service/fax) indicating important details about the inquiry. | 1.1 Receiving division/unit forwards letter of request to the Records Section for recording in the Document Tracking System (DTS) (requests/inquiries received through email) | Records Officer | 30 minutes |
1.2 Record Section inputs the request to the DTS for instructions of the ED/OIC and forward to CAIRMD if the request falls under the GAD Information and Referral Service | Records | Simple –
| |
1.3 Checks the DTS and respond to the request/inquiry of the client | Information | ||
1.4 Updates the DTS on the actions taken and on the status of the assistance provided | Information | 30 minutes |
Referral to the Service Providers regarding concerns on Women’s Human Rights
This includes the provision of information and referral services relevant to Violence Against Women and their Children, other women’s human rights and related-laws.Office or Division | Corporate Affairs and Information Resource Management Division and | ||
Classification | Simple Transactions: information is readily available.Complex Transactions: information is Highly Technical Transactions: | Total Processing Time | Simple Transactions: Complex Transactions: Highly Technical Transactions: |
Type of | Government to Citizen, Government to | Fees to be paid | None |
Who may avail | General Public, Private Sectors, Government Instrumentalities (for LibraryServices) | ||
Documentary requirements | Where to secure | ||
For Walk-in Clients: | Security Guard |
Client Steps | Agency Actions | Person in | Processing |
Walk-in Client | |||
1. All client/s pass through the Security Guard for identification and other security procedure. | 1.1 The Security Guard requests the client/s | Security Guard | 2-5 minutes |
2. Clients to proceed | 2.1 Discusses the concern with the client to | Information | 15-120 |
2.2 Advices the client on the appropriate | |||
3. Accomplishes the | 3.1 The Human Resource Management and | HR Management | 60 minutes |
3.2 Presents the feedback and evaluation | Chief | 30 minutes | |
Telephone Inquiries | |||
1. Calls the listed PCW phone numbers to request for GAD information and referral services | 1.1 Receives phone inquiries related request for information or referral to the service providers on concerns on women’s Human Rights (including referrals for VAW-related cases) | Security Guard (trunk line) | 1-2 minutes |
2. Provides the | 2.1 Discusses the concern with the client to | Information Desk | 15-30 |
2.2 Advices the client on the appropriate | |||
2.3 Records the details of the service | |||
Written Inquiries/Requests | |||
1. Sends letter to PCW (e-mail/ courier/postal service/fax) indicating important details about the inquiry. | 1.1 Forwards letter of request to the | Records Officer | 30 minutes |
1.2 Record Section inputs the request to the | Records Officer, | Simple –
| |
1.3 Checks the DTS and respond to the | Information Desk | ||
1.4 Updates the DTS on the actions taken | Information Desk | 30 minutes |
Provision of Responsive GAD Technical Assistance
This service covers the provision of GAD-related support services to clients in the forms of consultation, advice, capacity building, information and referral, or knowledge products provided by PCW to agencies in order to build their institutional capacities for gender mainstreaming and guide their efforts in pursuit of gender equality and women’s empowerment. It may be responsive to individual agency requests, or proactive assistance provided to sectoral key implementing agencies.Office or Division | Technical Services and Regional Coordination Division (TSRCD), Policy | ||
Classification | Simple, Complex, HighlyTechnical | Total Processing Time | Simple Transactions: Complex Transactions: Highly Technical Transactions: |
Type of | Government to | Fees to be paid | None |
Who may avail | Government Instrumentalities | ||
Documentary requirements | Where to secure | ||
For Walk-in Clients: | Security Guard |
Client Steps | Agency Actions | Person in | Processing |
Walk-in Client | |||
1. The client shall | 1.1 Prior to the official visit, the client is | Assigned | 10 minutes |
2. All clients pass | 2.1 During the actual visit, the Security Guard | Security Guard | 2-5 minutes |
3. Clients to proceed to | 3.1 Reviews the nature of the request and | Assigned | 30-120 minutes |
4. Accomplishes the | 4.1 The Human Resource Management and | HR Officer | 60 minutes |
4.2 Presents the feedback and evaluation | Chief | 30 minutes | |
Telephone Inquiries | |||
1. Calls the listed PCW | 1.1 Receives phone inquiries related to the | Security Guard | 1-2 minutes |
2. Provides the | 2.1 Accepts the client’s call, and discusses the | GAD | 15-30 minutes |
2.2 Records the TAs provided via Phone Calls | Assigned | 1-10 minutes | |
Written Inquiries/Requests | |||
1. Sends letter to PCW | 1.1 Division to forwards letter of request they | Records Officer | Simple – within |
1.2 Record Section inputs the request to the | Records Officer, | ||
1.3 The Administrative Assistant /Assigned | Administrative | ||
1.4 The Chief GAD Specialist/Division | The Chief GAD n Chief/Officer- | ||
1.5 The Administrative Assistant updates the | Administrative | ||
1.6 The assigned GAD Specialist/Officer acts | GAD |
Review and Endorsement of GAD Plan and Budget (GPB)
This service covers the review and endorsement of GAD Plans and Budgets (GPB) provided by PCW to agencies to ensure that the submitted GPBs are in accordance with statutory and regulatory requirements and to ensure that plans, programs and activities to be conducted by the agency will contribute to women’s empowerment and gender equality goals.Office or Division | Technical Services and Regional Coordination Division (TSRCD), Policy | ||
Classification | Highly Technical | Total Processing Time | Within 30 days upon submission |
Type of | Government to | Fees to be paid | None |
Who may avail | Government Instrumentalities | ||
Documentary requirements | Where to secure | ||
● GMMS Registration Form | PCW Website |
Client Steps | Agency Actions | Processing Time |
Submission of GPBs | ||
1. Agencies that do not have or need to update their GMMS user account/s to download the registration form from the PCW | 1.1 CAIRMD-ICTS receives the filled-out form and | 15 working hours |
1.2 CAIRMD-ICTS emails the requesting | 15 working hours | |
1.3 Upon the agency’s request, new GMMS users | ||
2. Agencies submit their GPB | 1.1 Review Moderator tags reviewers based on | 30 calendar days |
1.2 Reviewers receive GMMS notifications of their | ||
1.3 Reviewers determine the GPB’s compliance | ||
2.1 GPB owner of unendorsed GPB requests for reconsideration to submit its revised GPB up to two times. | 2.1.1 Reviewers evaluate the request and based | 15 calendar days |
2.2 GPB owner of endorsed GPB to print document and submit signed copy of their GPB to COA and PCW. | 2.2.1 PDPMED acknowledges receipt of endorsed | 15 working hours |
Submission of Adjusted/Recalibrated Endorsed GPB | ||
1. Agency submits a letter outlining the proposed changes to the endorsed GPB to PCW. | 1.1 PCW to make an initial assessment if there is | 91 working hours |
1.2 Once the changes are found to be necessary | 15 working hours | |
1.3 Reviewer reviews and recommends for re- | 91 working hours | |
1.4 Endorser reviews the recommendations and | 39 working hours | |
Client Feedback | ||
1. Agency with endorsed GPB will | 1.1 Office of the Deputy Executive Director for | |
1.2 ODDO receives the filled-out forms for |
Responding to Requests for Technical Inputs on Bills/Policies
Description of Service:
This service covers the review and provision of inputs or preparation of position papers on
bills/legislative-related documents/policies to integrate women’s issues and GAD concerns.
Office or Division | Policy Development, Planning, Monitoring and Evaluation Division | ||
Classification | Highly Technical | Total Processing Time | 128 working |
Type of | Government to | Fees to be paid | None |
Who may avail | Government instrumentalities | ||
Documentary requirements | Where to secure | ||
Request | N/A |
Client Steps | Agency Actions | Person in | Processing |
Walk-in Client | |||
Sends letter to PCW (e- service/fax) indicating the | 1.1 Receiving entity/employee | Records Officer or | 30 minutes |
1.2 Record Section inputs the | Records Officer, | ||
1.3. Once the Division Chief (DC) | Division Chief | 128 working | |
1.4. The assigned Technical | Assigned Technical | ||
1.6. The DC reviews the draft | Division Chief | ||
1.7.a. The ED/OIC reviews and | Executive Director/ | 24 working | |
1.8. Once the document is | Executive Director/ | ||
1.9. The technical officer sends | Assigned Technical | 30 minutes |
Feedback and Complaints Mechanism | |
How to send a feedback | 1. Accomplished the Client Request and Feedback Form (CRFF) |
How to file a complaint | 1. Accomplished the Client Request and Feedback Form (CRFF) |
Contact Information of external agencies where to file complaints | Presidential Complaints Center |
Download a copy of the Citizen’s Charter Handbook