We, the Officials and Employees of the Municipality of

Tangalan, Aklan pledge and commit to deliver efficient and quality

public services as promised in this citizen’s charter, specifically,
we will:
 Serve with honesty and integrity,
 Be polite and courteous at all times,
 Demonstrate appropriate behavior and professionalism,
 Provide comfortable waiting place,
 Be prompt and timely,
 Provide adequate and reliable information,
 Be available during office hours,
 Wear proper uniform and identification,
 Provide feedback mechanism and respond to
complaints,
 Equal treatment to all

With the guidance of the Almighty God we commit all

these in the interest of public service and for His Glory and Honor.

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 153
PROCEDURE IN FILING COMPLAINTS – in relation to the services provided by
the LGU on the applications submitted by the clients.

Clientele: Residents, Traders, Stakeholders and other Affected Requesting

Parties

FOLLOW THESE STEPS RESPONSE PLEASE CONTACT

PLEASE TIME APPROACH NUMBER/
ADDRESS
1. Prepare complaint/s Public (036) 267-2032/
Prepare a complaint – Assistance 272-2049
letter Counter
addressed to the Officer
Municipal (PACO)
Mayor.

2. Submit the
complaint-letter
Hand in over to the
Public
Assistance Counter
Officer or
submit directly to the
Office of
the Mayor.

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 154
FOLLOW THESE STEPS RESPONSE PLEASE CONTACT
PLEASE TIME APPROACH NUMBER/
ADDRESS
3. Then Public (036) 272-2032/
Assistance 272-2049
Counter Officer will
receive
and record complaint/s
PACO should get the
following
details:
Date of complaint
Name, address and
telephone/cell number
of
complainant

Name, address and

1 hour
telephone/cell number
if
of
complaint/s
person being
is being
complained
submitted
about
but if
Nature of complaint through
Evidence complaints
Demands/request of box, 1 day
complainant
If complaint/s were just
drop in
the complaints box
available,
the PACO checks on
the
complaint box, records
an hour
before closing time
and
submits the same to
the
Municipal Mayor for
appropriate action.
4. Within 2 Days Hon. GENE T. (036) 272-2032/
Hearing/investigation FUENTES, 272-2049
Municipal Mayor
5. Decision Within 1 day (036) 272-2032/
Complainant gets the 272-2049
decision
in writing of the action
taken
by the Municipal Mayor
or the
explanation why the
request is
denied or delayed. The
decision maybe an
apology or

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 155
FOLLOW THESE STEPS RESPONSE PLEASE CONTACT
PLEASE TIME APPROACH NUMBER/
ADDRESS
explanation.
Total Response Time 4 days

ALLOWABLE PERIOD FOR EXTENSION DUE

TO UNUSUAL CIRCUMSTANCES
All applications and/or requests submitted shall be acted upon by the assigned
officer or employee during the period stated in this Citizen’s Charter.

 Five (5) working days for simple transactions and Ten (10) working days
for complex transactions from the sate the request or application was
received.

 Most of the services of Tangalan, Aklan involves simple transactions. In

the event of the temporary incapacity that is the head of office is on official
business or on leave, the next ranking officer shall sign the document.

 If there is not next in rank, the transaction shall be classified as complex

as it requires the discretion of the concerned head of office.

 In case of unusual circumstances, the maximum time may be extended on

a case to case basis. Unusual circumstances include the following:

- fortuitous events or force majeure

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 156
 - the head of office who has no next in rank and his/her official trip
extends to more than 10 working days

- the head of office that is on official trip extends to more than 10

working days, where in his/her approval to the service requested
cannot be delegated to the next in rank employee or official.

 The office concerned shall notify the requesting party in writing of the
reason for the extension and the final date of release for the extension and
the final date of release of the frontline service requested.

HON. GENE T. FUENTES - MUNICIPAL MAYOR

HON. JED A. TIROL - MUNICIPAL VICE MAYOR

HON. BAYANI S. TALA-OC - SB MEMBER

HON. EFREN M. TAMPOS - SB MEMBER

HON. RANDY T. GOBOY - SB MEMBER

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 157
HON. JAY E. TEJADA - SB MEMBER

HON. STANLEY T. AGUIRRE - SB MEMBER

HON. JOSE ROXIE Z. TIROL - SB MEMBER

HON. ARJAY D. FERNANDEZ - SB MEMBER

HON. RHEAN F. YAP - SB MEMBER

HON. NOLINA T. TORIAGA - LIGA NG MGA BARANGAY

HON. NINIA DONA CRISELA D. LIM - SKMF PRESIDENT

Municipality of Tangalan CITIZENS CHARTER

A guide book on Municipal Government Services 158