BOARD OF INVESTMENTS CITIZEN'S CHARTER - 2020 (2nd Edition)
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BOARD OF INVESTMENTS
CITIZEN’S CHARTER
2020 (2nd Edition)
1|PageI. Mandate:
The Philippine Board of Investments (BOI), an attached agency of Department of
Trade and Industry (DTI), is the lead government agency responsible for the
promotion of investments in the Philippines. Taking the lead in the promotion of
investments, BOI assists Filipino and foreign investors to venture and prosper in
desirable areas of economic activities. The BOI is your one-stop shop in doing
business in the Philippines Mandate:
II. Vision:
A Global Industry Promotion Agency (IPA) for Accelerating Investments, Industry
Growth and Sustainable Jobs by 2020
III. Mission:
We, the BOI family, are committed to develop globally competitive industries and
generate local and foreign investments, thus, increasing employment through the
responsible use of the country’s resources, guided by the principles of private initiative
and government cooperation. In pursuit of these commitments, we bind ourselves to
render competent and efficient service with utmost integrity and professionalism.
Ours is a challenging task, yet with discipline and the guidance of an enlightened and
strong leadership, we shall move forward.
IV. Service Pledge
The Board of Investments is committed to develop globally competitive industries and
generate local and foreign investments, thus, increasing employment through the
responsible use of the country’s resources, guided by the principles of private initiative
and government cooperation. In pursuit of these commitments, BOI will render
competent and efficient service with utmost integrity and professionalism by complying
with applicable legal statutory and regulatory requirements, driven by its passion for
continuous improvement to enhance customer satisfaction.
2|PageV. LIST OF SERVICES
BOI Head Office
BOI Extension Offices
External Services
Regional Head Quarters and
Regional Operating Head Quarters page 4-8
Application for Registration under Book 1
Of Executive Order No. E.O. 226 page 9-16
Issuance for Endorsement (Certificate of Good Standing
for Bureau of Customs Purposes) page 17-18
Issuance of Certificate of Income Tax Holiday (ITH) Entitlement (COE) page 19-20
Issuance of Certificate of Non-Local Availability page 21-22
Issuance of Certification regarding the firm's registration under EO 226/
Regional Operating Headquarters/Regional Headquarters page 23-24
Request for Certificate of Qualification (CQ) to Import Tax & Duty-free Spare parts &
Supplies as provided under 39(l) of EO 226, Omnibus Investments Code page25-27
BOI Head Office
Internal Services
Issuance of Order of Payment page 28
Processing of Disbursement Vouchers page 29-30
Preparation of List of Due and Demandable Accounts Payable
(LDDAP-ADA) page 31-32
Feedback and Complaints Mechanism page 33-38
3|PageINTERNATIONAL INVESTMENTS PROMOTION
SERVICE
Regional or Area Head Quarters and
Regional Operating Head Quarters (RHQ/ROHQ)
1. International Investments Promotion Service
Securing BOI Endorsement to set up a Regional or Area Headquarters (RHQ)/Regional
Operating Headquarters (ROHQ)
Office or International Investments Promotion Service
Division:
Classification Simple
:
Type of G2B
Transaction:
Who may Qualified multinational companies with 2 or more affiliates or subsidiaries or
avail: branches in at least 2 countries.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
DOCUMENTARY REQUIREMENTS FOR www.boi.gov.ph
SECURING BOI ENDORSEMENT TO SET-
UP A REGIONAL OR AREA
HEADQUARTERS (RHQ) / REGIONAL
OPERATING HEADQUARTERS (ROHQ)
Covering letter addressed to OIC-Director
LANIE O. DORMIENDO, International
Investments Promotion Service, Board of
Investments requesting for endorsement to
SEC. (Please state in your letter request
the projected employment of the
company.)
Application form for Registration and License
to establish ROHQ/RHQ in the Philippines
(SEC system generated application form)
4|Page Duly accomplished Application Form for BOI
Endorsement to SEC.
Certification from the Philippine
Consulate/Embassy, or the Philippine
Commercial Office, or from the equivalent
office of the Philippine Department of Trade
and Industry in the foreign firm’s home
country that said foreign firm is an entity
engaged in international trade with affiliates,
subsidiaries or branch offices in the Asia-
Pacific Region and other foreign markets.
Duly authenticated Certification from the
principal officer of the foreign entity to the
effect that the said foreign entity has been
authorized by its Board of Directors or
governing body to establish its ROHQ / RHQ
in the Philippines.
A.) QUALIFYING SERVICES:
The REGIONAL OPERATING
HEADQUARTERS (ROHQ) may
engage in any of the following
qualifying services:
- General administrative and
planning;
- Business planning and
coordination;
- Sourcing/procurement of raw
materials and components;
- Corporate finance advisory
services;
- Marketing control and sales
promotion;
- Training and personnel
management;
- Logistics services;
- Research and development
services and product
development;
- Technical support and
maintenance;
- Data processing and
communication; and
- Business development
OR
The activities of the REGIONAL OR
AREA HEADQUARTERS (RHQ) shall
5|Pagebe limited to acting as a
supervisory, communications and
coordinating center for its
subsidiaries, affiliates and branches
in the region.
B.) RESIDENT/LOCAL AGENT
Appointment of local/resident agent by
the foreign applicant in the Philippines
with full authority to accept summons
and other legal processes and on behalf
of the company, to sign the prescribe
SEC Application form and all other
pertinent documents in support thereto,
for and in behalf of the company.
IMPORTANT REMINDERS:
Qualified multinational companies with
2 or more affiliates or subsidiaries or
branches in at least 2 countries.
All documents must be submitted to BOI-
International Investments Promotion Service.
In addition to the original documents, please
submit 2 sets of photocopies.
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1 Checklist application; if 1 Staff / IIPS
documents are
incomplete, application to
be returned to the client.
If documents are
complete, IIPS issues
preliminary order of
payment to the firm.
2 Applicants submits Accounting/Staff
preliminary order of
payment to the Accounting
Division; Accounting Staff
issues official order of
Payment
3 Firm applicant brings the 4,545 Cashier
official Order of Payment to
the Cashier and pays the
filing fee; Cashier issues
Official Receipt;
6|Page4 Applicant submits the Records/Staff
complete documents to
Records Division;
5 Records Division provides IIPS
the complete set of
documents to IIPS;
6 IIPS Account Officer 1 IIPS
evaluates the application
and prepares the
endorsement letter to SEC
and the letter to the
applicant company; Division
Chief reviews the evaluation
report and letters and
submits to IIPS Director.
7 IIPS Director reviews and 1 IIPS Director
signs the evaluation report,
endorsement letter to SEC
and the letter to the
applicant company for
submission to the IPS Exec.
Director for approval of the
application
8 IPS Exec. Director reviews IPS Exec. Director
and signs endorsement
letter to SEC
(IIPS releases to the client
the approved endorsement IIPS
letters)
Note:
BOI - Board of Investments
IIPS - International Investments Promotion Service
IPS - Investments Promotion Service
SEC - Securities and Exchange Commission
7|PageLIST OF OFFICES
Office Address Contact Information
BOI Head Office- Ground Floor, 385 Sen. DL +632 896-8907, TL
International Gil Puyat Ave., Makati +632 897-6682 local 288
Investments Promotion City
Service (IIPS)
Americas Division Ground Floor, 385 Sen. DL +632 897-3082, TL
Gil Puyat Ave., Makati +632 897-6682 local
City 269/302
Asia Division Ground Floor, 385 Sen. DL +632 897-3637, TL
Gil Puyat Ave., Makati +632 897-6682 local
City 269/272
Europe Division Ground Floor, 385 Sen. DL +632 897-3083, TL
Gil Puyat Ave., Makati +632 897-6682 local
City 210/214
BOI Extension Office nd
2 floor DTI Building, (032) 412-1844/45
Cebu cor. Osmena and Lapu
lapu Street Cebu City
BOI Extension Office G/floor State Investment (088)857-4861
Cagayan De Oro & Trust Bldg. Tiano- (088)857-4867
Hayes Street Cagayan
De Oro City
BOI Extension Office Door 2 2nd floor Building (082) 222-4677
Davao 3 GMC Building No. 97 (082) 224-1055
Mc Arthur Highway,
Matina, Davao City
8|PageINDUSTRY DEVELOPMENT SERVICES
Application for Registration under Book 1
of Executive Order No. 226
2. Industry Development Services
Application for Registration under Book 1 of Executive Order No.226
Office or Infrastructure and Services Industries Service (ISIS)
Division: Manufacturing Industries Service (MIS)
Resource-Based Industries Service (RBIS)
Classificatio Highly Technical
n:
Type of
G2B
Transaction:
Who may Qualified proponents who will invest in priority areas/activities listed in the
avail: Investment Priorities Plan (IPP) may avail of the services. The IPP approved
by the President, identifies the investment areas eligible for incentives under
the Omnibus Investments Code of 1987
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
www.boi.gov.ph
1. Accomplished, signed and duly notarized BOI
Application Form 501, available at the Project
Evaluation and Registration Division of each
Industry Service;
2. Google Map, indicating the applicant’s
proposed and existing project/s (if any)
located near the proposed site. Sketches not
acceptable;
3. Business Model - Schematic diagram/model of
the activity being registered (clearly indicate
how the proponent will earn revenues and
make profit); (NOT REQUIRED FOR MICRO
PROJECTS)
9|Page4. Manufacturing Process (indicate which
equipment to be used for each process; (FOR
MANUFACTURING PROJECTS)
5. Financial Projections with breakdown of Cost of
Sales and Manufacturing Expenses (at least 5
years projection), (in Excel format); (NOT
REQUIRED FOR MICRO PROJECTS)
6. Audited Financial Statements (for the last 3 years if
applying for expansion and modernization; required
for New if there is an existing similar project in
another location);
7. SEC Registration with Articles of Incorporation and
By-Laws, including amendments (if any); DTI
Certificate of Registration (if applicable);
8. Latest SEC General Information Sheet (if
applicable); if stockholders are corporations, copy
of their latest SEC GIS;
9. Board Resolution (1) Authorizing officer to
transact, execute and sign in behalf of the
applicant enterprise; (2) that the firm has no action or
proceeding against the project and the investment is
pending in the Supreme Court, the Court of Appeals or
any other tribunal or government agency xxx ;
10. Other requirements/endorsement that the
specific sector of activity may require.
CLIENT FEES TO BE PROCESSING PERSON
AGENCY ACTIONS
STEPS PAID TIME RESPONSIBLE
For Micro and Small Filing Fees: Covered by 3- IDS-PERD Staff
Enterprises day processing (MIS/RBIS/ ISIS)
Micro Project (from official /Accounting/
(Project cost acceptance of the
1 Php1,520.00 Cashier/
Php15,000,000 and application until
Client submits (for Project Records/ ITD
below) release of Notice
the filled-up Cost not
of Board Action
application if documents and exceeding
only)
form for check information are P4 Million)
listing of incomplete,
completeness application to be Small Project
of returned to the Php3,030.00
documentary client together with (For Project
requirements, the Checklist Form Cost
information/ exceeding
If documents and
substance: P4 Million but
information are
not over
complete, official
Ph15M
acceptance of
application:
10 | P a g e- PERD issues
Assessment Bill IDS-PERD Staff
and Accounting / Director/ IDS
Div. issues Order Exec. Dir./ Board
of Payment for /Accounting/
payment of Cashier/
application fee Records/ ITD
Pays the filing
- Cashier issues
fee to the
Official Receipt
Cashier
(OR)
- Records
Division forwards
the application to
Files the
PERD
application to
Records
Project evaluation
Division (with
process
copy of OR)
for the - PERD forwards
assignment of the Notice of
Application Publication to
No. ITD for posting in
the BOI website
-
- PERD
drafts/finalizes
Final Evaluation
Report (FER)
-
- PERD presents
the FER to IDS
Executive
Director for
action
-
- PERD Prepares
Notice of Board
Action (whether
approved,
deferred or
denied)
2 If approved, BOI IDS-PERD Staff
Client thru IDS-PERD / Director/
receives a awaits the /Accounting/
Notice of submission of pre- Cashier/ IDS
Board Action; registration Exec. Dir./ Board
requirements within /USec
60 working days
11 | P a g efrom receipt of Registration
if approved, notice of Board Fees:
submits pre- approval.
registration Micro Project
requirements BOI thru IDS-PERD Php3,000.00
and pays issues Assessment
registration Bill and Accounting Small Project
fee to Cashier Div. issues Order of 1/10 of 1% of
Payment and project cost
Cashier issues but not lower
Official Receipt for than P3,000
the registration fee. and not more
than
BOI thru IDS-PERD P15,000.00
prepares the
Certificate of CR preparation
Registration. is one (1) week
3 Records the details of One (1) day IDS-PERD staff
Client CR, releases the CR to
receives the client, create
original copy registration folder (cc
of Certificate LCS and IS)
of
Registration
For Regular Projects Filing Fees: IDS-PERD staff/
1 IDS-Director
(Project Cost Covered by 5-
Client submits
exceeding week Project
the filled-up
Php15,000,000) Php3,030.00 Evaluation and
application for project Registration
form for check cost Cycle (PERC)
listing of If documents are exceeding
completeness incomplete, P4 Million
of application to be but not over Week 1
documentary returned to the Php20Million
requirements, client together with
information/ the Checklist Form Php4,545.00
substance for project
If documents are cost
complete, official exceeding
acceptance of P20 Million
application of PERD but not over
for checklisting of Php50Million
substance
information, conduct Php6,060.00
site visit (if for project
applicable), referral cost
to LCS for exceeding
compliance with P50Million
existing registration,
referral to IS for
12 | P a g eincentives availment
of existing
registrations if any,
PERD sends letter
of deficiency, if any
within 2 working
days
Client PERD Prepares IDS-PERD staff/
receives official acceptance Accounting
official documents such as: Cashier/
acceptance Records
- Notice of
documents
Publication (for
from PERD
publication to
staff
any newspaper
of general
circulation),
(proof of
publication shall
be submitted
within 5 days
Pays the filing
upon receipt of
fee to the
the letter of
Cashier
acceptance
including the
Files the
Publication
application to
Notice)
Records
Division (with - Assessment Bill
copy of OR) for payment of
for the application fee
assignment of (Accounting Div.
Application issues Order of
No. Payment and
Cashier issues
Official Receipt
(OR)
-
- Records
Division forwards
the application to
PERD
Project Evaluation PERD Staff/
Process: Director/ED-IDS
- PERD drafts/ Mancom/ Board
finalizes Final Week 2-3 Committee
Evaluation Action within
Report (FER) 20 working
- days
- PERD (together
with Sectoral
13 | P a g estaff) conducts
site visit (if
necessary)
-
- IDS-PERD
presents the
FER to
Management
Committee and
Board for
notation or
deliberation/
confirmation of
action.
2 IDS-PERD Staff
Client Prepares Notice of
receives a Board Action
Notice of (whether approved,
Board Action deferred or denied)
(whether
project is If approved, BOI
approved or thru IDS-PERD
denied); awaits the
submission of pre-
registration
requirements within
60 working days
from receipt of
notice of Board
approval.
3 Week 4 IDS-PERD Staff
Client submits BOI thru IDS-PERD Registration / Director/
the complete issues Assessment Fee: /Accounting/
pre- Bill and Accounting Cashier/ IDS
registration Div. issues Order of Exec. Dir./ Board
requirements Payment and Regular /USec
and pays the Cashier issues Project
registration Official Receipt for 1/10 of 1% of
fee to Cashier the registration fee. project cost
but not lower (CR preparation
BOI thru IDS-PERD
than P3,000 is one (1) week
prepares the
and not more
Certificate of
than
Registration.
P15,000.00
4 Records the details of IDS-PERD staff
Client CR, releases the CR to One (1) day
receives the client, create
original copy
14 | P a g eof Certificate registration folder (cc
of LCS and IS)
Registration
Note:
BOI - Board of Investments
IDS – Industry Development Services
PERD – Project Evaluation and Registration Division
FER – Final Evaluation Report
LIST OF OFFICES
Office Address Contact Information
BOI Head Offfice- 3rd Floor, 385 Sen. Gil DL 8895-3997
Infrastructure and Puyat Ave., Makati City TL 8897-6682 local 263,
Services Industries 221
Service
BOI Head Offfice- 3rd Floor, 385 Sen. Gil DL 8890-9329
Manufacturing Industries Puyat Ave., Makati City TL 8897-6682 local 300
Service
BOI Head Offfice- 3rd Floor, 385 Sen. Gil DL 8895-3977
Resource-Based Puyat Ave., Makati City TL 88897-6682 local 258
Industries Service
BOI Extension Office 2nd floor DTI Building, (032) 412-1844/45
Cebu cor. Osmena and Lapu
lapu Street Cebu City
BOI Extension Office G/floor State Investment (088)857-4861
Cagayan De Oro & Trust Bldg. Tiano- (088)857-4867
Hayes Street Cagayan
De Oro City
BOI Extension Office Door 2 2nd floor Building (082) 222-4677
Davao 3 GMC Building No. 97 (082) 224-1055
Mc Arthur Highway,
Matina, Davao City
15 | P a g eLEGAL AND COMPLIANCE SERVICE
Endorsement (Certificate of Good Standing for Bureau
of Customs purposes)
1. Legal and Compliance Service
Issuance of Endorsement (Certificate of Good Standing for Bureau of Customs
purposes)
Office or Division: Compliance A & B, Legal and Compliance Service
Classification: Simple
Type of Transaction: G2B
Who may avail: All BOI-registered enterprises under EO 226
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter request from the firm stating the
purpose of request
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Registered firm None 3 working days Account Officer
submits letter
request for
endorsement to
Bureau of Customs
(BOC)
2 LCS staff checks
the compliance of
the requesting firm
with its BOI
registration terms
and conditions
3 Upon validation of
the compliance with
the terms and
conditions of the
requesting firm,
16 | P a g eLCS prepares
endorsement letter
for signature by the
Division Chief and
Director
4 If complied with its
terms and condition
- LCS releases
endorsement
letter to the
Records
Section which
delivers it to the
BOC.
- Client receives
a copy of the
Endorsement
letter of good
standing
5 If not complied
with its terms and
conditions
- LCS holds
release of
endorsement
subject to
compliance with
submission of
the lacking
reports and
payment of
penalty, if any,
for late
submission of
reports.
- Informs
requesting
company of the
lacking reports
needed to be
submitted and
penalty, if any,
to be paid.
17 | P a g eCertificate of Income Tax (ITH) Entitlement (COE)
2. Legal and Compliance Service
Issuance of Certificate of Income Tax Holiday (ITH) Entitlement (COE)
Office or Division: Compliance A & B, Legal and Compliance Service
Classification: Simple
Type of Transaction: G2B
Who may avail: All BOI-registered enterprises with ITH entitlement
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request form (F-LCS-COM-001/R0/01-07- 2nd Floor BOI, Compliance Division, Legal
2019) and Compliance Service - 890-9544/890-
9336
BOI Website (boi.gov.ph)> Downloadables
> Monitoring > Annual Reports >
Application Form for Request for
Certificate of ITH Entitlement
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Registered firm files P 1,500 5 working days Account Officer
request
(Checklisting &
Payment of Filing
Fee)
2 LCS staff checks
the compliance of
the requesting firm
with its BOI
registration terms
and conditions
3 Upon validation of
the compliance with
the terms and
conditions of the
requesting firm,
18 | P a g eLCS prepares the
COE
4 If complied with its
terms and condition
- LCS releases
COE to the firm.
- Bureau of
Internal
Revenue (BIR)
and BOI
Incentives
Administration
Services (IS)
receives a copy
of the COE.
5 If not complied
with its terms and
conditions
- LCS release
COE subject to
compliance with
submission of
the lacking
reports and
payment of
penalty, if any,
for late
submission of
reports.
- Supervision
letter will be sent
informing
requesting
company of the
lacking reports
needed to be
submitted and
penalty, if any,
to be paid.
- IS receives a
copy of the
supervision
letter.
19 | P a g eCertificate of Non-Local Availability
2. Legal and Compliance Service
Issuance of Certificate of Non-Local Availability
Office or Division: Compliance A & B, Legal and Compliance Service
Classification: Simple
Type of Transaction: G2B
Who may avail: Firms covered by the following laws: RA 9520 (Cooperative Code
of the Phils.), RA 6847 (Phil. Sports Commission Act), RA 7109 (An
Act granting tax exemption privileges to local water district), RA
7354 (Postal Service Act of 1992), RA 7459 (Investors and
Invention Act of the Phils.), PD 269 (NEA Registered Electric
Cooperative of the Philippines), RA 7686 (Dual Training System
Act of 1994), RA 7884 (National Dairy Development Act of 1995),
RA 9184 (Government Procurement Reform Act), PD 1362,
Department of Finance Officer Order 55-2010
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter request from the firm stating the
purpose of request
Pro-forma invoice of items to be imported
Latest AFS
Sworn statement that the spareparts,
machinery and equipment that will be imported
is for the exclusive use of the importing entity
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Registered firm files P 1,500 10 working Account Officer
request for days
Certificate of Non-
Local Availability
(CNA)
2 LCS staff evaluates
request and sends
letter/referral to
local
20 | P a g emanufacturers/indu
stry association/s
(i.e. Philippine
Chamber of
Commerce and
Industry (PCCI),
Federation of
Philippine
Industries, Inc.
(FPI) and specific
association)
requesting
information on
whether items to be
imported may be
considered as not
available locally in
terms of quantity,
quality and price
(waiting period: 5
working days)
3 Depending on the
feedback from local
manufacturers/indu
stry association/s,
LCS evaluates
application and
prepares
Endorsement/Certifi
cation or denial
letter
4 Preparation and
signing of
Certificate of Non-
Local Availability
5 Requesting firm
receives Certificate
of Non-Local
Availability
21 | P a g eCertification regarding the firm's registration under EO 226
/Regional Operating Headquarters/Regional Headquarters
3. Legal and Compliance Service
Issuance of Certification regarding the firm's registration under EO 226 /Regional
Operating Headquarters/Regional Headquarters
Office or Division: Compliance A & B, Legal and Compliance Service
Classification: Simple
Type of Transaction: G2B
Who may avail: Registered enterprises under EO 226; Regional Operating
Headquarters; Regional Headquarters
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter request from the firm stating the
purpose of request
AGENCY FEES TO PROCESSIN PERSON
CLIENT STEPS
ACTIONS BE PAID G TIME RESPONSIBLE
1 Registered firm files P 750 per 10 working Account Officer
letter request for Certification days
Certification relative
to BOI-firm’s
registration
2 LCS staff checks
the compliance of
the requesting firm
with its BOI
registration terms
and conditions
3 If complied with its
terms and condition
LCS releases
Certificate to the
firm.
22 | P a g e4 If not complied
with its terms and
conditions LCS
will send a
supervision letter
informing requesting
company of the
lacking reports
needed to be
submitted and
penalty, if any, to be
paid.
23 | P a g eRequest for Certificate of Qualification (CQ) to Import
Tax & Duty-free Spare parts & Supplies as Provided
under 39(l) of EO 226, Omnibus Investments Code
4. Legal and Compliance Service
Issuance for Certificate of Qualification (CQ) to Import Tax & Duty-free Spare parts
& Supplies as Provided under 39(l) of EO 226, Omnibus Investments Code
Office or Division: Compliance A & B, Legal and Compliance Service
Classification: Simple
Type of Transaction: G2B
Who may avail: All BOI registered enterprises still entitled to the incentives
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1. For renewal, copy of previous CQ
issued
2. Copy of license to operate a CBMW
Copy of BOC Certificate stating that the
applicant has filed a renewal to operate
a CBMW (for firms with expired CBMW
license)
3. Proof of inward remittance of foreign
exchange earning
AGENCY FEES TO PROCESSIN PERSON
CLIENT STEPS
ACTIONS BE PAID G TIME RESPONSIBLE
1 Registered firm files P 1,500 5 working Account Officer
letter request for days
Certification relative
to BOI-firm’s
registration
2 LCS staff checks
the compliance of
24 | P a g ethe requesting firm
with its BOI
registration terms
and conditions
3 If complied with its
terms and condition
LCS releases
Certificate to the
firm.
4 If not complied
with its terms and
conditions LCS
will send a
supervision letter
informing requesting
company of the
lacking reports
needed to be
submitted and
penalty, if any, to be
paid.
25 | P a g eLIST OF OFFICES
Office Address Contact Information
BOI Head Office-Legal 2nd Floor BOI, 385 Sen. Direct Line
and Compliance Service, Gil Puyat Ave., Makati +632 8890-3172
BOI City +632 8890-9544
Trunk Line
+632 8897-6682
locals 238,254, 257
BOI Extension Office 2nd floor DTI Building, (032) 412-1844/45
Cebu cor. Osmena and Lapu
lapu Street Cebu City
BOI Extension Office G/floor State Investment (088)857-4861
Cagayan De Oro & Trust Bldg. Tiano- (088)857-4867
Hayes Street Cagayan
De Oro City
BOI Extension Office Door 2 2nd floor Building (082) 222-4677
Davao 3 GMC Building No. 97 (082) 224-1055
Mc Arthur Highway,
Matina, Davao City
26 | P a g eFINANCIAL AND ADMINISTRATIVE SERVICE
ACCOUNTING DIVISION
Issuance Order of Payment
1. Financial and Administrative Service
Issuance of Order of Payment
Office or Division: Accounting Division, Financial and Administrative Service
Classification: Simple
Type of Transaction: G2B
Who may avail: All BOI Clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Assessment Slip/Bill Various BOI Services – LICS, IS, MIS,
RBIS, ISIS, FAS
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Receive various Within 15 Accounting Staff
assessment slip/bill minutes
from payor
2 Check nature and
amount to be paid
by the payor
3 Prepare and print
Order of Payment
4 Issue Order of
Payment and
endorse payor to the
Cashier
27 | P a g eProcessing of Disbursement Voucher
2. Financial and Administrative Service
Processing of Disbursement Vouchers
Office or Division: Accounting Division, Financial and Administrative Service
Classification: Simple
Type of Transaction: G2C/G2B
Who may avail: All BOI Suppliers, Creditors, and Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Disbursement Vouchers (DV) Templates were provided as Annexes in
Obligation and Request Status (ORS) the Government Accounting Manual
Documentary Requirements under COA Circular Provided by the requesting party
2012-001 and other relative COA Circulars
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Determine type of various Within 24 Accounting Staff
payment voucher hours or 3 (Processor)
request working days
2 Check and validate (given that
required claim is
attachments complete and
3 If complete and valid)
valid, process the
Disbursement
Voucher.
If incomplete and/or
invalid, to the
requesting party.
4 Forward to the Chief
Accountant for Chief Accountant
review and
certification
28 | P a g e5 If correct, Chief
Accountant signs
the DV.
If incorrect, Chief
Accountant returns
the DV to the
processor.
6 Prepare transmittal
to FAS Director for Accounting Staff
approval and
signature
29 | P a g ePreparation of List of Due and Demandable Accounts
Payable (LDDAP-ADA)
3. Financial and Administrative Service
Preparation of List of Due and Demandable Accounts Payable (LDDAP-ADA)
Office or Division: Accounting Division, Financial and Administrative Service
Classification: Simple
Type of Transaction: G2C/G2B
Who may avail: All BOI Suppliers, Creditors, and Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Duly processed and signed Disbursement From the Office of the FAS Director
Vouchers with supporting documents
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1 Prepare LDDAP- various Within 1 Accounting Staff
ADA working day
2 Review of Chief Chief Accountant
Accountant
3 If correct, Chief
Accountant signs
LDDAP-ADA
If incorrect, Chief
Accountant returns
the LDDAP-ADA to
the staff for
correction
4 Forward to the FAS Accounting Staff
Director for
signature
30 | P a g eLIST OF OFFICE
Office Address Contact Information
BOI Head Office- 2nd Floor BOI, 385 Direct Line
Financial and Administrative, Sen. Gil Puyat Ave., +632 88901332
Accounting Division Makati City Trunk Line
+632 8897-6682
locals 219
31 | P a g eFEEBACK AND COMPLAINTS MECHANISMS
How to I. ADMINISTRATION OF CFF
send a 1. Personal Administration:
feedback a. The CFF should be administered based on the
sequence of its code;
b. Only the employee servicing the client is allowed to
administer the survey instrument to the client (internal
or external) personally served by him/her;
c. Clients are not required to accomplish the CFFs but may
be requested to do so at their own free will;
d. The staff should ensure that each CFF provided to the
client has been duly-accomplished and dropped in the
CFF Box before he leaves the Service; and
e. In no case should the staff falsify the CFFs in order to
comply with the required number of accomplished CFFs
every month or pull up the rating. Such falsification, if
any, should result to failure of his CSR on his personal
dashboard.
2. Online Administration:
a. PMD should send the CFF link to all BOI employees;
b. The online administration of CFF should be conducted
via Office 365 by sending the CFF link to the clients
served over the phone or via email, hence, clients
served over the phone should be requested their email
account to be able to send the link;
c. At their own will, clients may accomplish the online
CFF via desktop, laptop or mobile phones;
d. Only the employee servicing the client is allowed to
administer the online survey to the client (internal or
external) personally assisted by him/her through email
or phone; and
e. Clients are required to answer the mandatory fields
before sending it back to the BOI employee by clicking
the “submit” button.
How II. PROCESSING OF DATA
feedbacks 1. At the end of the month, PMD should collect all the 40 CFFs
(accomplished and unaccomplished) from the Services.
32 | P a g eare For BOI Extension Offices, the Unit Heads should be
processed responsible for sending back the 20 CFFs to DIPS –
Marketing and Events Division (MED) for computation
purposes within the first week of the succeeding month.
2. For the online CFF:
a. Data are stored and generated automatically with
email notification to the Data Manager (DM), who has
the sole access to the system for security purposes;
and
b. DM generates the data at the end of the month and
incorporates the same to the CSR result obtained
through personal administration of CFF.
3. For the response rate, no target will be assigned since
clients are not required to fill out the CFF.
4. The Service CSR for Domestic Investment Promotion
Service (DIPS) should cover its four (4) divisions including
the Extension Offices in the regions;
5. The CSR for the Office the Executive Directors should be
the average rating of the supervised Services in addition to
the result of the online rating for clients served via email or
phone by their respective staff;
6. At the end of the year, the monthly BOI CSR (inclusive of
result of the online CFF) should be computed and the
average will serve as the BOI CSR for the year.
7. In general, the CSR is computed to determine the clients’
level of satisfaction in terms of Service Quality (SQ),
Employee Engagement (EE) and Timely Rendition of
Services (TRS), as the bases of the adjectival/numerical
ratings, i.e., Outstanding (O/5), Very Satisfactory (VS/4),
Satisfactory (S/3), Below Satisfactory (BS/2) and Poor
(P/1). Each criterion has a perfect numerical rating of five
(5) based on the adjectival rating “Outstanding”. This
numerical rating of five (5) is multiplied by the total number
of responses in each criterion which serves as the
denominator while the numerator corresponds to the sum
of the computed value in each level of satisfaction (number
of responses multiplied by the numerical rating) to obtain
the rating in each criterion. The same is done in the other
two (2) criteria to determine the average rating of the
Service, which is considered as its CSR.
8. The PMD should issue a memorandum to the Office of the
Executive Directors/Directors on the result of Client
Satisfaction Rating (CSR) of each Service and the average
rating to get the Agency CSR. The memorandum should
also include a marginal analysis of the results of the
collected CFFs/online rating for their guidance.
33 | P a g e9. The monthly CSR Report includes the following:
a. Return Rate. Ratio of CFFs returned at the end of the
month over the total number of CFFs provided to each
Service. Based on the return rate, a corresponding
deduction from the average CSR of each Service will be
implemented, as follows:
RETURN RATE % DEDUCTIONS
95%-99% 1%
90%-94% 2%
85%-89% 3%
80%-84% 4%
79% and Below 5%
b. Response Rate. Ratio of accomplished CFFs over the
total number of CFFs provided to each Service;
c. Service CSR. Average of CSRs obtained from the
accomplished CFFs;
d. BOI CSR. Average of Service CSRs obtained from the
Service CSRs;
e. Adjectival Rating. Descriptive rating based on the
numerical rating, as follows:
CSR ADJECTIVAL RATING
96-100% Outstanding
91-95% Very Satisfactory
87-90% Satisfactory
80-86% Below Satisfactory
Below 80% Poor
f. Off Targets. A Service CSR below the threshold
(based on the 90% of the target set) is considered failed,
hence, a nonconformity is issued to concerned Service
for corrective action through the Internal Quality Audit
(IQA) Team;
34 | P a g eg. Comments, Suggestions and Complaints. These are
included in the report as Annexes. Suggestions and
complaints should be dealt with by the Client
Satisfaction Committee (CSC) to validate if they are
doable and monitor actions thereof; and
h. Analysis. The figures presented in the report should be
complemented with analyses or comparative evaluation
from the previous rating period/year to provide a
thorough study or tracking of the movement or
fluctuation of the CSR based on the required fields,
criteria, etc.
How to file In case of complaints, comments and suggestions, clients may
a indicate the same in the space provided at the bottom of the Client
complaint Feedback Form (CFF).
How III. CLIENT SATISFACTION COMMITTEE (CSC)
complaints As a requirement in the implementation of ISO9001:2015, a
are Client Satisfaction Committee (CSC) should be created by the
processed Agency. Only permanent officials and employees shall be
appointed as a member of the CSC.
1. Composition
The composition of the Client Satisfaction Committee
(CSC) are, as follows:
Chairperson : Exec. Dir. Ma. Corazon H. Halili-
Dichosa
Quality Management Representative
(QMR)
Co- : Erlinda F. Arcellana
Chairperson OIC-Executive Director, Management
Services
Members : 1. Allan Mari Benedict B. Lejana
1.
2. Financial and Administrative
3. Service (FAS)
4. 2. Lester A. Olimpo
5. Legal and Compliance Service
6. (LCS)*
7. 3. Adonna Yao-Co
8. Incentives Service (IS)
9. 4. Paul Joseph A. Gamalinda
10. International Investments
Promotion Service (IIPS)
11. 5. Cecil P. Buban
12. Domestic Investments Promotion
13. Service (DIPS)
14. 6. David Xavier R. Quinto
15. Infrastructure and Service Industries
35 | P a g e16. Service (ISIS)
17. 7. Ophelia O. Adad
18. Investments Assistance Service
(IAS)
19. 8. Ma. Dolores B. Reyes
20. Manufacturing Industries Service
21. (MIS)
22. 9. Ma. Soledad B. Sendingan
23. Resource-Based Industries Service
24. (RBIS)
25. 10. Alda N. Dela Fuente
26. Investments Policy and Planning
27. Service (IPPS)
28. 11. Jonathan C. Clemente
29. BOI Employees Association, Inc.
30. (BOIEA)
Secretariat 31.
: Planning and Management Division
(PMD)
*LCS representative should be a lawyer
2. Responsibilities of CSC
a. Review and evaluate customer complaints issues for
the rating period, and categorize issues based on
complaint type and severity of the issue. If the complaint
is proven valid, the same will be referred to the IQA
Team to issue a Nonconformity (NC) Report to
concerned Services for appropriate action.
b. Assess the feasibility of suggestions or
recommendations indicated by the clients in the CFF.
Upon validation, the same shall be referred to the IQA
Team to issue an Opportunity for Improvement (OFI)
Report to concerned Services for their appropriate
action.
c. Attend to customer complaints received from the Office
of the President via 8888 hotline, a 24/7 national public
service hotline operated by the Government of the
Philippines, also known officially as the Citizens'
Complaint Hotline and as the President's Hotline.
d. Propose service improvement measures that would
help facilitate or expedite services provided to every
client.
e. Revise the CFF when necessary to include/exclude
items in compliance with other government regulatory
requirements, ISO standards, etc.
36 | P a g ef. Refer to the Grievance Committee (GC), should there
be any dispute arising from the feedback of internal
client/s to another internal client/s.
3. Regular Meeting
Whenever applicable, the CSC shall meet depending on the
frequency of suggestions or complaints received. Further,
the CSC may meet upon instruction of the Chairman, to
discuss the CFF improvement, online administration,
reporting, other enhancement-related purposes of its
implementation, etc.
4. Quorum
A quorum is declared if 50% of the total
members/representatives of CSC plus one (1) is present or
at least eight (8) members/representatives. As authorized
representatives, their disagreement, conforme,
suggestions, comments, etc. during the discussion are
adopted as an official action of the represented members.
5. Monitoring of Action Plan
The CSC should monitor through the IQA Team, the status
of actions plans implemented by the Services whom an
NC/OFI Reports were issued to ensure that suggestions
and complaints are properly addressed and attended to.
6. Responsibilities of the Secretariat
The Secretariat should perform the following functions:
a. Prepare the monthly CSR Report;
b. Convene the CSC for any suggestions or complaints
indicated in the CFF (manual and online) and received
via 8888 hotline;
c. Refer to IQA Team the CSC-validated suggestions and
complaints for issuance of OFI and NC Reports to
concerned Services, respectively;
d. Monitor the actions implemented by the concerned
Services and update the CSC during its meetings;
e. Prepare minutes of the meetings of CSC and provide the
members a copy within five (5) working days thereafter
for review/comments;
f. Monitor items for action by CSC; and
g. Perform other client satisfaction-related tasks delegated
by the Chairperson.
Contact ARTA: complaints@arta.gov.ph
Information 1-ARTA (2782)
of CCB, PCC: 8888
PCC, CCB: 0908-881-6565
ARTA
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