Citizen's Charter

To our valued clients:

In behalf of the Philippine Postal Savings Bank, Inc. Board of Directors, Management
and staff, I am pleased to present to you this Citizen’s Charter, a step-by-step, easy to
understand guide on how you can avail yourself of the frontline services of Postbank.

Adhering to the principle that good governance is participatory in nature, transparent
and impartial, we crafted this Charter to further let you know of our vision and mission,
how we maintain control of our activities and that these are all accessible to you.

We have streamlined our procedures for these frontline services to determine the most
efficient and effective processing time to serve as the basis of our commitments to you.
With this Charter, you now have a yardstick by which to measure Postbank frontline
offices’ performance and I hope that you will let us know how we are doing so that we
can continually improve and put premium in our frontline service delivery.

This Charter was developed not only in compliance with the provisions of Republic Act
No. 9485 - “Anti-Red Tape Act of 2007”, but also, as part of Postbank’s desire to achieve its vision of providing quality services to you, our clients, and to achieve higher performance level and greater accountability.

Thank you for your continued trust and confidence in Postbank.

Postbank Management

CONTENTS

FRONT LINE SERVICES AND PROCEDURES

Opening of Deposit Accounts / ATM Card
Regular Deposits
Cash Withdrawal and Encashment of Checks
Premium Savings Plan and Time Deposits
Loan Inquiry
Loan Counselling
Sending of Remittance
Receiving of Remittance

RULES ON FILING OF COMPLAINT/S

Who may file Complaints?

A complaint for the violation of RA 9485 may be filed by:

  1. Supervising agencies of PPSBI
  2. Stockholders of PPSBI
  3. Governing Board of Philippine Postal Corporation and its employees
  4. PPSBI officers and employees
  5. Third Party Complainants – Individuals, corporations, and other institutions that have transactions with the frontline services of PPSBI; hereinafter referred to as Client(s).

Where may Complaints be filed?

A complaint may be sent through mail at PPSBI’s head office at Postbank Center, Liwasang Bonifacio, 1000 Manila or via e-mail at corserv@postbank.gov.ph.

Format of Complaints:

The complaint must be written and signed by the complainant.

Contents of the Complaints:

1.  The Complaint shall contain the following:

1.1  Full name of the Complainant
1.2  Complainant’s relationship with PPSBI
1.3  Complete mailing address and telephone number
1.4  Detailed report of the incident or issue

2.  Name of the PPSBI unit/officer/employee concerned.
3.  A Client’s complaint, in addition to the contents specified in the preceding paragraphs, shall also include the following, if applicable:

3.1  A copy of the initial letter of request (Client’s receiving copy) of Client to PPSBI.
3.2  A copy of the official PPSBI Response Letter to the Client’s initial letter request.
3.3  Specific action requested by Client and any official action taken by PPSBI.

4.  Other documents that the Client deems are necessary to aid in his Complaint.

PROCEDURE OF FILING A COMPLAINT AGAINST POSTBANK OFFICERS, EMPLOYEES AND SERVICES PROVIDED

Step 1

PPSBI, through General Services Department (GSD), shall acknowledge receipt of the Complaint within five (5) days from said receipt, if the Complaint is sent via mail.

The Corporate Services Department (CSD) shall send an acknowledgement receipt to Complainant not later than one (1) working day upon receipt of the Complaint if the same is sent via e-mail.

Step 2

GSD/CSD shall, within three (3) working days from receipt of the Complaint, transmit the Complaint to the concerned unit/officer/employee, copy furnished the President and CEO.

Step 3

The concerned unit/officer/employee shall submit within five (5) working days from receipt of the Complaint his/her Answer to the Legal Services Department (LSD) for review.

Step 4

The LSD shall review the Answer and return the same to the concerned unit/officer/employee for revision, if any, within three (3) working days from receipt thereof.

Step 5

The concerned unit/officer/employee shall submit his final Answer to the President and CEO within two (2) working days after review of LSD.

Step 6

The President and CEO shall then issue an Office Order (OO) indicating the official action taken. A copy of the OO shall be sent to the Complainant and the concerned unit/officer/employee or the LSD when applicable.

Step 7

Both parties may file with the Office of the President and CEO a Motion for Reconsideration (MR) of the OO within ten (10) days from receipt of the said OO.

Step 8

The OO shall become final after the lapse of ten (10) days from its issuance if no MR is filed, or ten (10) days after a final decision on the MR is rendered.