Napolcom Citizenscharter

N
A T I O N A L
O L I C E
O M M I S S I O N
NATIONAL POLICE COMMISSION
Citizens Charter
Table of Contents
I.
Messages
II.
Introduction
III.
Vision and Mission Statements
IV.
NAPOLCOM Pledge
V.
List of Frontline Services
VI.
Part 1: Central Office
VII.
Issuance of Certificate of NAPOLCOM Eligibility
Verification of Examination Result
Authentication of Police Eligibility (Walk-in)
Authentication of Police Eligibility (Thru Mail)
Filing of Administrative Complaint
Issuance/Authentication of NAPOLCOM Clearance
Review and Evaluation of Claims Prior to Payment

of Pension (Total Permanent Physical Disability)
Review and Evaluation of Claims Prior to Payment

of Pension (Death Benefits)
Payment of Police Benefits
11
Payment/Refund of Scholarship Benefits
13
Part 2: Regional Offices

Processing of Application for Entrance Examination
14
Processing of Application for Promotional Examination
15
Processing of Application for Height Waiver for

Indigenous Peoples (IPs)
16
Payment of Permanent Disability and Death Benefit

Claims
17
Table of Contents
Processing of Application for Scholarship of Children
of PNP Members Killed or Permanently Incapacitated
While in the Performance of Duty
18
Processing of Application for Payment/Reimbursement

of Scholarship Grant
19
Issuance of NAPOLCOM Certificate of Pending/

No Pending Case
20
Authentication of Police Eligibility
21
VIII.
Feedback Form
22
IX.
Feedback and Redress Mechanism

Anti-Fixer Campaign
26
27
XI.
Our Organization
28
MESSAGES
Message
epublic Act No. 9485, otherwise known as the Anti-Red
Tape Act of 2007 was enacted with the end in view of eradicating
red tape in the operation of all government agencies.
It is with great pride that the National Police Commission
(NAPOLCOM) as an agency tasked to exercise administrative
control and supervision over the Philippine National Police (PNP)
has crafted its own Citizens Charter which embodies the step by
step procedures, requirements, timelines and costs of delivering its
services.
The simplified procedures of frontline services will pave way
to the eradication of bureaucratic red tape that will help fight
against graft and corruption thus, assure the public of the quality of
services they are entitled to.
More Power and God Bless.
Message
his
handbook
presents
simplified
standards
of
the
Commission in the delivery of its services. It contains various steps

and procedures including the duration within which to complete
specific transaction of all the frontline services of the agency.
This is prepared and written for all the NAPOLCOM personnel,
its principal clientele, the Philippine National Police and the public
for the purpose of promoting transparency in transacting business
in each of the offices of the Commission thereby establishing an
effective and graft-free agency.
It is therefore enjoined that all employees should be familiar
with the contents of this Handbook as they perform their duties and
functions as public servants.
EDUARDO U. ESCUETA
Commissioner
Vice Chairman/Executive Officer
ii
INTRODUCTION
Introduction
The Philippine Constitution provides that:
The state shall maintain honesty and integrity in
the public service and take positive and effective
measures against graft and corruption.
Article II, Section 27
To fulfill the aforementioned provision, Republic Act No. 9485,
otherwise known as the Anti-Red Tape Act of 2007, was enacted on
June 2, 2007 aimed at eradicating red tape in the operation of all
government agencies to maintain honesty and
responsibility
among its public officials and
employees and take appropriate
measures to
promote
transparency in transacting with the
public, which shall include a program for the adoption of simplified
procedures that will expedite transactions in government.
In support to this program, the National Police
Commission
established mechanisms to ensure the effective and uninterrupted
delivery of its frontline services, thus the NAPOLCOM Citizens
Charter.
iii
VISION AND MISSION

STATEMENTS
Vision and Mission Statements

VISION
We envision the National Police Commission as a highly
dynamic, committed and responsive
administering and controlling
body of a highly
professional, competent, disciplined, credible and
trustworthy PNP
MISSION
To administer and control the PNP with the end in view of
establishing and maintaining a highly professional, competent,
disciplined, credible and trustworthy PNP
IV
NAPOLCOM
PLEDGE
NAPOLCOM Pledge
With the guidance of the Almighty, we do hereby solemnly swear to:
N urture excellence and professionalism;

A dhere to the values of honesty, integrity and
esprit d corps;
P rovide efficient, effective and responsive service;

O bey and respect the rule of law;
L isten to client concerns;
C ommit ourselves to the principles of transparency and accountability;
O versee the implementation of the Commissions policies and programs for
the PNP;
M old a civilian police organization that promotes community welfare.
LIST OF FRONTLINE
SERVICES
(CENTRAL OFFICE)
List of Frontline Services (Central Office)

Type of Frontline
Services
1. Issuance of
Certificate of
NAPOLCOM
Eligibility
Concerned
Office
Fees
Processing Time
under Normal
Circumstances
Personnel
& P150.00
12 minutes
Administrative
Php 200 if with
Service (PAS)
corrections
or
typographical
errors committed
by
the
examinees
2.Verification of
Examination
Result
8 minutes
3.Authentication of
Police Eligibility
Walk-In
Thru Mail
Examination
Division, PAS
Php 50.00
copy
per 13 minutes
Examination
Division, PAS
25 days
4. Filing and
Prosecution of
Administrative
Complaint
Investigation
Division, IMIS
10 days
5. Issuance and
Authentication of
NAPOLCOM
Clearance
Case
Management
Division, LAS
Php 150.00 per 25 minutes

copy
plus
Php 50.00 per
additional copy
vi
List of Frontline Services (Central Office)
Type of Frontline
Services
Concerned
Office
6. Review and
Evaluation of
Supporting
Documents
Claims Prior to
Payment of
Pension
Total Permanent
Physical
Disability
Legal
Affairs
Service (LAS) &
Personnel
and
Administrative
Service (PAS)
Fees
Processing Time
under Normal
Circumstances
15 minutes
(processing time
of action by
Regional Offices
not included).
Death Benefits
Legal Affairs
Service (LAS) &
Financial Service
(FS)
15 minutes
(processing time
of action by
Regional Offices
not included)
7. Payment of
Police Benefits
Financial Service
(FS)
1 hour and 8
minutes
8. Payment/Refund Financial Service

of Scholarships
(FS); Office of
Benefits
the Deputy
Executive Officer
(ODEO) & Office
of the Vice Chair
and
Executive
Officer (OVCEO)
2 days
vii
CENTRAL OFFICE
ISSUANCE OF CERTIFICATE OF NAPOLCOM ELIGIBILITY

Schedule of Availability of Service
Monday-Friday
8:00 AM 5:00 PM
Who May Avail of the Service:
Passers of the NAPOLCOM Entrance and Promotional Examinations or their
authorized representative(s)
Requirements
Two (2) valid Identification Cards and Authorization if applicable
How to Avail of the Service
Step
Applicant/
Client
Agency Action
Office/
OPR
Location
Fees
Duration
Register at
the Security
Guards
counter
Direct client to
proceed to the
Examining
Division
Custodial Unit
Ground Flr.
1 min.
Secure and
Fill-out
request Form
Verify name of
examinee from
the master list of
examinees
Certification.
Section. Exam.
Div, PAS
5th Flr.
Pay to Cashier
Issue official
receipt (OR)
Collecting
Officer, Cash
Section
Ground Flr.
Submit OR and
request form.
Prepare and
Release Cert. of
Eligibility
Certification.
Section. Exam.
Div, PAS
5th Flr.
2 mins.
Sign in the
logbook and
receive
certificate of
eligibility
Certification.
Section. Exam.
Div, PAS
5th Flr.
1 mins.
PHP150 -
3 mins.
PHP 200 if with

corrections on
typographical
errors
committed by
the examinee
Certification.
Section, Exam.
Div, PAS
5 mins.
End of Transaction
Central Office
VERIFICATION OF EXAMINATION RESULT

Monday-Friday
8:00 AM 5:00 PM
Examinees or their authorized representative(s)
Requirements
Step
1
Applicant/
Client
Register at the
Security
Guards
Counter
Agency Action
Direct client to
proceed to the
Examining
Division
Office/
OPR
Custodial Unit
Location
Ground Flr.
Fees
Duration
1 min.
Secure and
Submit
properly filled
out
verification
slip including
the
requirements
Verify name of
examinee from
the master list of
Passed/
Failed examinees
Adm Officer
and Adm.
Asst.,
Certification
Section and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec.,
Exam. Div, PAS
5th Flr.
1 min.
Show the
verification
slip
Release the
verified
examination
result
Adm Officer
and Adm. Asst,
Cert. Sec. and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec,
Exam. Div, PAS
5th Flr.
3 mins
Retrieve the
presented
requirements
Adm Officer
and Adm. Asst
Cert. Sec. and
Test Specialist
and Test
Tech., Test
Dev. and
Rating Sec,
Exam. Div, PAS
5th Flr.
3 mins.
End of Transaction
Central Office
AUTHENTICATION OF POLICE ELIGIBILITY

(Walk-In)
Monday-Friday
8:00 AM 5:00 PM
Passers of the NAPOLCOM Entrance or Promotional Examinations or their
authorized representative
Requirements
Original or photo copy of Certificate of Eligibility
How to Avail
of the Service
Applicant/
Step
Client
Office/
OPR
Location
Direct client to
proceed to the
Examining
Division
Verify and
validated the
report of Rating
or Certificate of
Eligibility for the
Master List of
Successful
Examinees
Custodial Unit
Ground Flr.
Certification
Section, Exam.
Div, PAS
5th Flr.
Agency Action
Register
at the Security
Guards counter
Present Original
or photocopy of
Report of Rating
Pay to Cashier
Issue official
receipt
Collecting
Officer, Cash
Section
Present required
documents and
OR
Stamp and sign

the photocopies
of Report of
Rating
Div. Chief or
Asst. Div.
Chief, Exam.
Div., PAS
5th Flr.
Release the
Report of Rating
or Cert. of
eligibility
Certification
Section, Exam.
Div, PAS
5th Flr.
Certification
Section, Exam.
Div, PAS
5th Flr.
Receive the
authentica-ted
copy /copies of
Certificates of
Eligibility
Fees
Duration
1 min.
Php 50 per copy
3 mins.
2 mins.
1-5
mins
(depending
on the no.
of
copies
requested)
2 mins.
End of Transaction
Central Office

(Thru Mail)
Monday-Friday
8:00 AM 5:00 PM
Passers of the NAPOLCOM Entrance or Promotional Examinations
Requirements
Step
1
Applicant/
Client
Request
for
authentication
from NAPOLCOM
ROs, CSC, FO,
PNP and other
govt. agencies
Agency Action
Verify and
Validate the
Certificate of
Eligibility from
the Master List
of Successful
Examinees
Office/
OPR
Certification
Section, Exam.
Div, PAS
Location
Fees
Duration
5th Flr.
5 days
Prepare letter of
Confirmation
Cert. Sec.
Exam. Div,PAS
5th Flr.
5 days
Initial or sign
letter of
confirmation
Adm Officer V
Supervising
Adm.Officer,
Chief Admin
Officer, Dir II
and III,
5th Flr.,
10-15 days
ADEO
3rd Flr
VCEO
2nd Flr.
Release
confirmation
letter to
concerned
parties or
forward the said
document to the
Records Section
for mailing
Cert. Sec.
Exam. Div/
Records
Section, PAS
5th Flr. or
Basement
10 mins.
End of Transaction
Central Office
FILING OF ADMINISTRATIVE COMPLAINT

Monday-Friday
8:00 AM 5:00 PM
Natural or juridical persons who have complaints against Policemen
Requirements:
Sworn Statement, Complaint-Affidavit, Certificate of Non-Forum Shopping
and other documents relative to the case such as medical certificate, birth
certificate, etc.
Step
1
Applicant/
Client
Register at
the Security
Guards
Counter
Agency Action
Office / OPR
Location
Fees
Duration
Direct client to proceed to

Inspection, Monitoring and
Investigation Division, (IMIS)
Custodial Unit
Ground
Flr.
1 min.
Proceed to
Investigation
Division, IMIS
Interview and inform

complainant whether or not
the complaint is within the
jurisdiction of the Commission
Chief,
Investigation
Div., IMIS
Ground
Flr.
20 mins.
Proceed to
Designated
Investigator
Assist in the preparation/filing

of Affidavit-complaint and
other documents, if necessary
Special
Investigator,
Investigation
Div
Ground
Flr.
1 hour per
sworn
statement
per person
Assign the case to the

investigator for pre-charge
evaluation
Chief,
Investigation
Division
Ground
Flr.
1 min.
If there is a finding of
probable cause recommend
filing of administrative
complaint; or If there is no
finding of probable cause
prepare resolution
recommending dismissal of
complaint for approval of the
Commission en banc
Special.
Investigator
Ground
Flr.
10 days
If found that the complaint

has probable cause, file a case
for Summary Dismissal
Investigation
Div., IMIS
Ground
Flr.
10 mins.
End of Transaction
Central Office
ISSUANCE / AUTHENTICATION OF NAPOLCOM CLEARANCE

Monday-Friday
8:00 AM 5:00 PM
Uniformed PNP members applying for promotion or retirement
Requirements
Clearance Issued by the NAB and RAB, Clearance issued by Regional Office
Step
1
Applicant/
Client
Register at the
Security Guards
counter
Agency Action
Direct client to proceed to
the Cashier
Office/
OPR
Custodial Unit
Location
Ground
Flr.
Proceed to
cashier for
payment
Receive payment and issue

receipt
Cash Section
Ground
Flr., PAS
Proceed to 4th
Flr., Show receipt
of payment
Issue request form
Assigned
personnel
Accomplish
request form
Receive accomplished
request form
Assigned
personnel
4th
Flr.,
beside
Hearing
Rooms
4th
Flr.,
beside
Hearing
Rooms
Stamp date within which to

claim clearance
Assigned
personnel
Check Case docket to verify

if there is pending case
Assigned
personnel of
NCR RAB, NAB
Print clearance
Case Manage
ment Div
Proceed to the
Legal Affairs
Service and get
clearance on the
date indicated in
the claim stub
4th
Flr.,
beside
Hearing
Rooms
4th Flr.
PHP150/
copy plus
PHP50/
addl copy
5 mins.
1 min.
Depends
upon how
fast client
accomplis
h the form
1 min.
5 mins.
LAS,
Flr
3rd
5 mins.
LAS,
Flr
3rd
2 min.
Affix dry seal
For authentication of clearance follow the above procedure and

8
Present photo
Issue authenticated
Case Managecopy of clearance clearance
ment Div
and receive
authenticated copy of
clearance
End of Transaction
Central Office
Duration
1 min.
Fees
REVIEW AND EVALUATION OF CLAIMS PRIOR TO PAYMENT OF PENSION

(TOTAL PERMANENT PHYSICAL DISABILITY)
Who May Avail of the Service
Uniformed PNP members applying for Total Permanent Physical Disability
Requirements
Copy of the following:
1. Letter application of claimant
2. Recommendation for TPPD of a disabled PNP member by the PNP Chief or his
duly authorized representative
3. Duly authenticated Service Record
4. Certification from the appropriate medical officer that the PNP member is unfit
to further perform the duties of his office
5.
Detailed Investigation Report from Chief of Police

superior/supervisor, as to the cause and extent of the disability
or
immediate
6. Certified true copy of latest appointment

7. Certificate of clearance from money and property accountability
8. Official receipts duly dated and numbered representing medical, hospital and
doctors fees, if any incurred on account of service connected ailment
9. Certificate of no pending case from RAB
10. Latest payslip or certificate of last payment
11. Absorption Order
12. Special Order indicating adjustment in rank and salary
13. Complete clinical/hospitalization records
Central Office

Office
/OPR
LAS, Claims Section
3 Flr.
Indorse Claim folder

to Regional Office
concerned
LAS, Claims Section
3rd Flr.
Investigate Claim and

prepare Report of
Investigation
Regional Office
Concerned
Adjudicate Claim
Regional Office
Concerned
Pay gratuity and

expenses for medical
fees.
Regional Office
Concerned
Indorse claim folder

to C.O. for payment
of pension
Regional Office
Concerned
3rd Flr.
Review claim folder

and Payment of
pension
Financial Section
4th Flr.
Step
1
Applicant/
Client
Submit claim
folder with
endorsement of
application by
DPRM
Agency Action
Review and evaluate
claim folder
Location
rd
Fees
Duration
30 min.
Within one (1)

month
from
receipt
of
claim
folder
with complete
requirement
One (1) week

from receipt
of report of
investigation
30 min.
End of Transaction
Procedure depends on the completeness of documents submitted

Payment depends upon availability of funds on a first in first out basis
Central Office
REVIEW AND EVALUATION OF CLAIMS PRIOR TO PAYMENT OF PENSION

(DEATH BENEFITS)
Monday-Friday
7:30 AM 5:30 PM
Surviving spouse/Heirs of PNP members who died in line of duty because of serviceconnected ailments
Requirements:
1. Letter application of claimant
2. Duly authenticated Service Record
3. Detailed Investigation Report from Chief of Police or immediate superior
/supervisor as to the circumstances or cause of death
4. Certified true copy of latest attested appointment
5. Certification of Clearance from Money and Property Accountability
6. Official Receipts duly dated and numbered representing medical, hospital and
doctors fees, if any, where incurred on account of service connected death
7. Certificate of No Pending Case from RAB
8. Latest payslip or Certification of Last Payment
9. Absorption Order
10. Special Order (SO) indicating adjustment in rank and salary
11. Complete clinical and hospitalization records
12. Original NSO copy of Death Certificate
13. Original NSO copy of Marriage Certificate
14. Proof of surviving legal heirs, if claimant is other than
If claimants are minors, Letter of
guardianship
Central Office
surviving spouse.
9

Step
1
Applicant/
Client
Apply to avail
of Death
Benefit
Agency Action
Office
/OPR
Location
Fees
Duration
Evaluate claim
Concerned
Office
Review and evaluate

claim by
Compensation Rater
LAS, Claims Section
3rd Flr.
30 min.
Indorse claim folder

to the concerned
Regional Office
LAS, Claims Section
3rd Flr.
15 min.
Adjudicate Claim
Concerned Regl
Office
Payment of gratuity,
burial and medical
expenses
Concerned Regl
Office
Review and draft

brief for payment of
pension
LAS, Claims Section
3rd Flr.
30 min.
Payment of pension
Financial Section
4th Flr.
Regl
End of Transaction
Procedure depends on the completeness of documents submitted

Central Office
10
PAYMENT OF POLICE BENEFITS

Monday-Friday
8:00 AM 5:00 PM
PNP members (Permanently and Totally Disabled), Surviving Beneficiaries,
representatives with special power of attorney
Requirements
Adjudication Order, Identification Cards (Pensioner or PNP)
Step
1
Applicant/
Client
Verify status
of Claim
Agency
Action
Verify claim as to:
Completeness and
authenticity of
Supporting
Documents
Office
/OPR
PNP
Benefit
Financial
(FS)
Welfare
Unit,
Service
Location
Fees
(In Php)
Duration
FS,
4th Flr.
10 min.
PNP
Welfare
Benefits Unit, FS
FS, 4th Flr.
5 min.
Date of receipt of
claim to determine
schedule of payment
(first in first out
policy)
Inform claimant as to
schedule of payment
2
For claimants whose

claims are already
scheduled for payment,
verify from data base if
check is already
available
To avail of Pensioners ID:
a. Pay fee for

ID
Issue OR
Cash Sec., PAS
Ground Flr.
b. Proceed to
IMIS
Assist in the finer

printing and taking of
specimen signature of
claimant
IMIS
Ground Flr.
Central Office
100.00
1 min.
15 min.
11
Step
Applicant/
Client
c. Secure ID
Proceed to
Cash Sec.
release check
if ready
Agency
Action
Office
/OPR
Location
Fees
(In Php)
Duration
In addn to the OR,

finger printing and
specimen signature,
FS requires the
submission of 2
copies of 1x1
picture and photo
copy of 2 valid ID
cards
PNPWBU, FS
FS, 4th Flr.
15 min.
Prepare and assign ID

number to pensioner
or beneficiary
PNPWBU, FS
FS, 4th Flr.
15 min.
Affix signature on the

ID card
Dir. III, FS
FS, 4th Flr.
1 min.
Issue the ID card

after pensioner /
beneficiary signs in
the logbook
PNPWBU, FS
FS, 4th Flr.
1 min.
Advise claimant to
present pensioners
ID Card for the
release of check
Cash Sec., PAS
Ground Flr.
5 min.
End of Transaction
Central Office
12
PAYMENT/REFUND OF SCHOLARSHIP BENEFITS

Monday-Friday
8:00 AM 5:00 PM
Legitimate Children of Uniformed PNP Personnel
Requirements
Any Valid Identification Cards
Step
Applicant/
Client
Agency Action
Inquire from the PNP if
check for payment/
refund of scholarship is
ready for pick up.
Office
/OPR
PNP Welfare
Benefits Unit,
Financial Service
(FS) and Cash
Section, Personnel
and Administrative
Service (PAS)
Location
h
FS, 4t Floor
Fees
Duration
30 mins.
Ground
Floor
2 hours
Prepare Disbursement
Voucher (DV) and
process claim
PNP Welfare
Benefits Unit, FS
FS, 4th Floor
5 mins.
Prepare and sign check
PAS, FS, Ofce. of

Comr.
Ground, 4th
and 2nd
Floor
1 day
Verify status
of claim
Advise claimant to pick

up check at the Cash
Section, PAS
PNPWBU, FS
4th. Floor
1 min.
Proceed to
Cash Section,
PAS to claim
check
Release check
Cash Section, PAS
Ground
Floor
5 mins.
Central Office
13
REGIONAL
OFFICES
PROCESSING OF APPLICATION FOR ENTRANCE EXAMINATION

Schedule of Availability of Service:
Monday to Friday
8:00 a.m. to 5:00 p.m. during filing period
Who may avail of the Service:
Civilian Filipino Citizen who meets the minimum requirements.
Requirements:
Fully Accomplished NAPOLCOM Form 1-A Index Card
Three (3) pieces 1x1 recent and identical colored pictures with white
background and complete nametag
Two (2) legal size window envelopes with nine (P9.00) pesos worth of mailing
stamps affixed
Transcript of Scholastic Records or Diploma from CHED accredited schools
Birth Certificate issued by the Local Civil Registrar (LCR) or by the main office
of the National Statistics Office (NSO)
Step
1.
2.
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location
Fees
Request and advise client to

write name in the log book
and proceed to concerned
frontline service personnel
Present needed
documents for
evaluation
Evaluate documents,
measure height and if
qualified, advise client to
proceed to cashier
3.
Pay to cashier
Receive payment and issue

Official Receipt
4.
Accomplish
application Form 1-A
and Index Card and
submit to the service
provider
Accept and evaluate

application form and the
required documents and if
complete, issue
corresponding admission
slip
Duration
2 min.
P400
5 min.
3 min.
20 min.
End of Transaction
Regional Offices
14
PROCESSING OF APPLICATION FOR PROMOTIONAL EXAMINATION

Monday to Friday
8:00 a.m. to 5:00 p.m.
PNP Members from the ranks of Police Officer, Police Inspector and
Superintendent
Requirements:
Fully Accomplished NAPOLCOM Form 1-A Index Card
Certified True Copy of Original and Attested Appointment, PNP Absorption
Order and General Order (for lateral entrants)
Certificate of Completion of Training
Service Record
Report of Rating/certification issued by the NAPOLCOM Central Office or CSC
Certificate of Eligibility
For BSPS and BSPMA graduate, submit a photocopy of General Order and
Certificate of Completion of Training.
Step
1
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location
Fees
Duration

& proceed to concerned
3min.
5 min.
Present needed
documents for
evaluation
Evaluate documents
presented, if
qualified,
direct applicant to
proceed to Cashier
Pay to
Cashier
Accept payment, issue

official receipt and release
Napolcom Form 1-A and
Index card
PO- P400
2 min.
SPO - P450
P/Insp -P500
P/Supt-P600
4
Accomplish and
submit
application Form
1-A and Index
Card
submit to
concern
personnel
Accept and approve the

application and advice
applicant that the Notice of
Admission will be sent thru
mail
10 min.
End of Transaction
Regional Offices
15
PROCESSING OF APPLICATION FOR HEIGHT WAIVER FOR INDIGENOUS PEOPLES (IPs)

Monday to Friday
8:00 a.m. to 5:00 p.m.
1.
Any civilian who wishes to avail of a height waiver as provided under Republic
Act 8371 and all other laws, decrees, rules and regulations, and other issuances
of the Government.
Requirements:
Application Letter
2 copies Certificate of Confirmation (NCIP/OMA)
Information Index
Birth Certificate
College Diploma
Step
Applicant/
Client
Agency Action
Log in
Request and advise client to write

name in the log book and proceed
to designated Secretary of Height
Waiver Committee (HWC)
2.
Submit documents for

evaluation
Evaluate documents and interview

applicant
Proceed
cashier
to
Receive payment and issue official

receipt
Return to the Secretary

HWC & present official
receipt
Advise client that the notice of

interview will be sent within 20 days
and
pay
Report for interview
Inform client of the

interview
Office
/OPR
Location
Fees
Duration
3 min.
20 min.
P 100
5 min.
5 min.
schedule of
Conduct of interview and deliberate
30 min
Prepare Resolution re: height waiver

application
10 min
Sign
resolution
and
forward
Resolution to the Office of the
Regional Director
10 min
Approve/disapprove resolution
5 min.
Release copy of the

8
Receive copy of the

Resolution
End of Transaction
Regional Offices
resolution
5 min.
16
PAYMENT OF PERMANENT DISABILITY AND DEATH BENEFIT CLAIMS

Monday to Friday
8:00 a.m. to 5:00 p.m.
Any PNP member with approved PTD claim adjudication and was notified that
his/her check payment is ready
Surviving spouse or qualified dependents of a deceased PNP
member
approved adjudicated death benefit claim and were
notified that their
check payment is ready for release
Requirements:
2 pieces 1 x 1 ID picture
2 valid IDs
Step
Applicant/
Client
Agency Action
Office
/OPR
Location
Fees
Duration
Log in

& proceed to concerned
2 min..
Proceed to concerned
personnel for proper
validation of identity and
finger printing
Validate identity and direct

claimant to
undergo finger printing
30 min.
3
4
Proceed to C, TSD
5
6
Receive the check
Prepare Order of
Release Form
5 min.
Validate the identity of

claimant and recommend
approval of the Order of
Release Claim.
5 min.
Approve/Disapprove release
order form.
5 min.
Release check
3 min.
End of Transaction
Regional Offices
17
PROCESSING OF APPLICATION FOR SCHOLARSHIP OF CHILDREN OF PNP MEMBERS

KILLED OR PERMANENTLY INCAPACITATED WHILE IN THE PERFORMANCE OF DUTY
Monday to Friday
8:00 a.m. to 5:00 p.m.
Children of the PNP members killed in action or permanently
while in the performance of duty
incapacitated
Requirements: (3 copies of each of the following)

Letter of Application
Certified true copy of the NAPOLCOM Adjudication Award
Birth Certificate
Certificate Good Moral Character issued by the Bgy Captain and School
Principal
Approved Registration/Enrollment Form
Enrollment Assessment/Statement of Account duly signed by the School
Treasurer
How to Avail of the Service:
Step
1
Applicant/
Client
Log in
Submit
application
Submit
interview
for
Agency Action
Office
/OPR
Location
Fee
Duration
Request and advise client to write name in the

log book & proceed to concerned front line
personnel
3 min.
Evaluate application and supporting documents
1 hour
Interview and brief applicants
30 min.
Forward application and supporting documents
5 min
Receive and process

documents
Sign and recommend for approval/disapproval
Approve/disapproves
application
Prepare and forward indorsement letter
12 min.
Send the approved application with complete

supporting documents to NAPOLCOM Central
Office for initial Payment
30
minutes
3 hours
End of Transaction
Regional Offices
18
PROCESSING OF APPLICATION FOR PAYMENT/REIMBURSEMENT OF

SCHOLARSHIP GRANT
Monday to Friday
8:00 a.m. to 5:00 p.m.
Children of the PNP members killed in action
Requirements:
Application Letter (reimbursement or direct payment)
Statement of Account (in case application is
reimbursement of partial payment)
Official Receipt/s of full/partial payment
Report Card (for elementary/high school)
Transcript of Records (Graduating College Students)
Class cards (Non-graduating College Students)
2 copies 2x2 recent picture of scholar
for
payment
or

Step
1
Applicant/
Client
Log in
Submit application
Agency Action
Office
/OPR
Location
Fee
Duration

write name in the log book &
proceed to concerned front
line service personnel
3 min.
Evaluate
application
supporting documents
and
1 hour
Forward
application
documents for review.
and
Evaluate
and
documents
and
recommendation
Approve/disapprove
recommendation
Prepares
voucher/s
of
approved
application
and
submit for funding/obligation.
Process/Obligate voucher
process
make
30 min.
5 min
12 min.
10 min.
8
End of Transaction
Regional Offices
Forwards
to
RD
approval/disapproval
for
19
ISSUANCE OF NAPOLCOM CERTIFICATE OF PENDING/ NO PENDING CASE

Monday to Friday
8:00 a.m. to 5:00 p.m.
PNP members
Requirements:
Personal appearance
Authorization letter, if applicable
Valid ID
Step
1
Applicant/
Client
Log in
Agency Action
Office
/OPR
Location

write name in the log book &
issue NAPOLCOM Request Form
Advise client to
frontline personnel
Fee
Duration
2 min.
concerned
10 min.
2
Verify from Records if client has
no pending case
3
Accomplish and
submit request
form
Accept payment
Official Receipt
Proceed
Cashier
payment
Prepare
certification/clearance
for
signature
of
concerned
personnel
to
for
and
issue
2 min.
P150
10 min
Present OR
Release certification
Receive
certification
1 min
End of Transaction
Regional Offices
20

Monday to Friday
8:00 a.m. to 5:00 p.m.
Passers of the NAPOLCOM Entrance and Promotional Examination or their
authorized representatives
Requirements:
Original or photocopy of Certificate of Eligibility
Valid ID
Authorization letter, if applicable
Step
1
Applicant/
Client
Log in
Agency Action
Office
/OPR
Present original or
photocopy
of
Report of Rating
Verify and validate the Report

of Rating or Certificate of
Eligibility from the Master list of
successful examinees
Pay to Cashier
Receive payment
official receipt
Present OR
Prepare
Eligibility
and
Release the
eligibility
Duration
3 min.
15 min.
issue
P50/
page
Certification
Review
and
certification
Receive
certification of
Eligibility
Fee

write name and
proceed to
concerned
frontline
service
personnel
Location
of
sign
the
certification
of
5 min.
10 min
1 min.
End of Transaction
Regional Offices
21
FEEDBACK
FORM
NATIONAL POLICE COMMISSION

www.napolcom.gov.ph
O r foremost concern is to give you customer focused and efficient

u
and quality frontline services. But to know what you want, we have to hear from
you.
May we request you, therefore, to accomplish this Clientele Service
Feedback Form. It will just take less than a minute to fill out this form. Your
response will be of value to us.
What services did you avail of at the NAPOLCOM?
General information on the Commission, e.g. laws, policies, mandate,

organizational structure, etc.
Verification/Follow-up of communications sent to the
Commission, including
status of payment to suppliers.
Processing of application/follow-up for the following:
Police Entrance and Promotional Examinations
Examination Results/Report of Rating/ Certification
Police benefit Claims/Pension checks/ Scholarship grant/ PTD/CDD

Clearance of no pending case
Filing of complaints against erring policemen.
Legal Assistance
Job Application
Others (please specify)
______________________________________________________________________
__________
Please rate our services and personnel by checking the answer of your choice.
LEGEND:
SA - Strongly Agree
D - Disagree
N - Neutral
A
SD
- Agree
- Strongly Disagree
SA A N D SD
A. Staff Behavior
1. The counter personnel I approached
(a) knows what he/she is doing
(b) is courteous and accommodating
2. The Administrative Officer knows
how to give instructions/directions.
SA A N D SD
B. Services Rendered
1. I was attended to immediately.

2. I got the information I wanted.
3. I received the documents I requested
on the scheduled date.
4. I saw no sign of unusual activity of
anyone asking money in exchange of
services.
C. Facilities
1. There are adequate directions posted
in the premises.
2. The comfort room looks and smells clean.
3. The office premises are clean and orderly.
D. Security and Parking
1. The security officers aredoing their job
very well.
2. I feel safe within the office premises.
3. I did not find any difficulty in parking
my vehicle.
Any comments/suggestions
__________________________________________________________________________
__________________________________________________________________________
_____________________________
OPTIONAL
Please complete the information below in case we need to
get in touch with you or you may want further assistance from
us.
Clients Name: ________________________________________
Contact Address: ______________________________________
_______________________________________________________
Tel. No.: ______________________________________________
Age: __________________________________________________
Date of Visit: __________________________________________
Office Visited: _________________________________________
Profession: ____________________________________________
Please check if respondent of this form is the:
* Client
* Clients companion
* Visitor
Thus, this Clientele Service Feedback Form shall be retrieved by our

staff.
Thank you.
FEEDBACK AND
REDRESS MECHANISM
A ND
ANTI-FIXER CAMPAIGN
FEEDBACK AND REDRESS MECHANISM

We welcome any comments or suggestions to improve our services by:
Accomplishing the feedback form provided by the security officer and
dropping in the suggestion box at the
Security Desk, Ground Floor.
Send your feedback thru:
electronic mail (e-mail)
feedback@napolcom.gov.ph
SMS
TEXT: NAPOLCOM <space> FEEDBACK Your message or
NAPOLCOM <space> COMMENT <space> Your message
Globe/Touch Mobile 2256
Smart/Talk N Text
- 6808
Sun
- 2269
OU R
ORGANIZATION
NATIONAL POLICE
COMMISSION
Commission Proper
(1 Ex-Officio Chairman, 4 Regular
Commissioners, 1 Ex-Officio
Commissioner)
----------
DEPARTMENT OF THE
INTERIOR AND LOCAL
GOVERNMENT
National
Appellate Board
Secretariat
Inspection,
Monitoring &
Investigation
Service
Planning
and
Research
Service
Crime
Prevention
and
Coordination
Service
Financial
Service
Installation
and
Logistics
Service
Legal Affairs
Service
Personnel and
Administrative
Service
Philippine National
Police
19 Regional
Appellate
Boards
+++
PLEB
Legal
Counsels
17
Regional
Offices
Administrative Division
-o-o-o-oooooooo-o-o-o-o-o-o-o-
Technical
Services
Division
LEGEND: - - - - - - - - NAPOLCOM attached to DILG

-o-o-o-o-o Coordinating and monitoring
+ + + + + Administrative supervision
17
Regional
Offices
Provincial
Offices/
City Police
Offices
City
/Municipal
Stations/
Precincts
Regional
Mobile
Group
NCR
Police
Office
NCR
District
Offices
City/
Municipal
Stations
Section 6 Article 16 of the 1987 Philippine Constitution provides that the state
shall establish and maintain one police force which shall be national in scope and
civilian in character, to be
administered and controlled by a national police
commission.
This constitutional provision was implemented through the enactment of
Republic Act No. 6975 which took effect on January 2, 1991, establishing the
Philippine National Police composed of the members of the Integrated National Police
(INP) and the enlisted personnel of the Philippine Constabulary (PC). Republic Act No.
8551, otherwise known as the PNP Reform and Reorganization Act of 1998, further
strengthened the Napolcom in its exercise of administration and control functions
over the PNP.
The NAPOLCOM is an attached agency to the DILG for purposes of program and
policy coordination. It is a collegial body composed of a Chairman and four (4) regular
Commissioners, one of whom is designated by the President of the Philippines as ViceChairman. The DILG Secretary is the Ex-Officio Chairman of the Commission and the
Chief, PNP as ex-officio member.
The Commission has seven (7) staff services in its central office and 17 regional
offices nationwide as follows:
1. The Planning and Research Service (PRS) provides technical services to
the Commission in areas of overall policy formulation, strategic and
operational planning, management systems or procedures, evaluation
and monitoring of the Commissions programs, projects and internal
operations and conducts thorough research and analysis on social and
economic conditions affecting peace and order in the country;
2. The Inspection, Monitoring and Investigation Service (IMIS) conducts
continuous inspection and management audit of personnel, facilities and
operations at all levels of command of the PNP; monitors the
implementation of the Commissions programs and projects relative to
law enforcement; and monitors and investigates police anomalies and
irregularities;
3. The Crime Prevention and Coordination Service (CPCS) undertakes
criminological researches and studies; formulates a national crime
prevention plan; develops a crime prevention and information program;
and provides editorial direction for all criminological researches and
crime prevention publications.
4. The Installations and Logistics Service (ILS) reviews the Commissions
plans and programs; formulates policies and procedures on the
acquisition, inventory, control, distribution, maintenance and disposal of
supplies; oversees the implementation of programs on transportation

facilities and installations and the procurement and maintenance of
supplies and materials
5. The Legal Affairs Service (LAS) provides the Commission with efficient
and effective service as legal counsel; drafts or studies contracts
affecting the Commission and submits appropriate recommendations
pertaining thereto, and renders legal opinions arising from the
administration and operation of the Philippine National Police and the
Commission;
6. The Personnel and Administrative Service (PAS) performs personnel
functions for the Commission; administers the entrance and promotional
examinations for policemen; provides the necessary services relating to
records, correspondence, supplies, property and equipment, security
and general services, and the maintenance and utilization of facilities;
and provides services relating to manpower, career planning and
development, personnel transactions and employee welfare; and
7. The Financial Service (FS) provides the Commission with staff advice
and assistance on budgetary and financial matters including the
overseeing of the processing and disbursement of funds pertaining to the
scholarship program for surviving children of deceased and/or
permanently incapacitated PNP personnel.
The Commission has a formal administrative disciplinary appellate machinery
consisting of the National Appellate Board (NAB) and the Regional Appellate Boards
(RABs).
The National Appellate Board decides cases on appeal from the decisions
rendered by the Chief, PNP where the penalty imposed is demotion in rank or
dismissal from the service.
The Regional Appellate Boards (RABs) decide/resolve with finality all cases on
appeal from decisions of the Peoples Law Enforcement Boards (PLEBs) and the PNP
Regional Directors when the penalty imposed is forced resignation, demotion in rank
or dismissal and those of Mayors in cases falling within their respective jurisdictions.
The RABs also decide appeals from decision rendered by the Napolcom Regional
Directors on claims for police benefits.
In line with the governments program of bringing services closer to the people,
the Commission operates in 17 Regional Offices which implement the overall policies
and programs of the Commission. The regional offices likewise perform the function
of adjudication of benefit claims.

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N

NATIONAL POLICE COMMISSION

Vision and Mission Statements

List of Frontline Services

Part 1: Central Office

Issuance of Certificate of NAPOLCOM Eligibility

Verification of Examination Result

Authentication of Police Eligibility (Walk-in)

Authentication of Police Eligibility (Thru Mail)

Filing of Administrative Complaint

Issuance/Authentication of NAPOLCOM Clearance

Review and Evaluation of Claims Prior to Payment

Review and Evaluation of Claims Prior to Payment

Payment of Police Benefits

Payment/Refund of Scholarship Benefits

Part 2: Regional Offices

Processing of Application for Promotional Examination

Processing of Application for Height Waiver for

Payment of Permanent Disability and Death Benefit

Processing of Application for Payment/Reimbursement

Issuance of NAPOLCOM Certificate of Pending/

Authentication of Police Eligibility

Feedback and Redress Mechanism

epublic Act No. 9485, otherwise known as the Anti-Red

Commission in the delivery of its services. It contains various steps

VISION AND MISSION

Vision and Mission Statements

With the guidance of the Almighty, we do hereby solemnly swear to:

N urture excellence and professionalism;

P rovide efficient, effective and responsive service;

M old a civilian police organization that promotes community welfare.

List of Frontline Services (Central Office)

Php 150.00 per 25 minutes

List of Frontline Services (Central Office)

8. Payment/Refund Financial Service

ISSUANCE OF CERTIFICATE OF NAPOLCOM ELIGIBILITY

PHP 200 if with

VERIFICATION OF EXAMINATION RESULT

AUTHENTICATION OF POLICE ELIGIBILITY

Stamp and sign

Php 50 per copy

AUTHENTICATION OF POLICE ELIGIBILITY

FILING OF ADMINISTRATIVE COMPLAINT

Direct client to proceed to

Interview and inform

Assist in the preparation/filing

Assign the case to the

If found that the complaint

ISSUANCE / AUTHENTICATION OF NAPOLCOM CLEARANCE

Receive payment and issue

Issue request form

Stamp date within which to

Check Case docket to verify

Affix dry seal

For authentication of clearance follow the above procedure and

REVIEW AND EVALUATION OF CLAIMS PRIOR TO PAYMENT OF PENSION

Detailed Investigation Report from Chief of Police

6. Certified true copy of latest appointment

How to Avail of the Service

Indorse Claim folder

LAS, Claims Section

Investigate Claim and

Pay gratuity and